Joy D. Mayhue
Zebulon,NC
Summary
Experienced healthcare administrative professional with expertise in revenue cycle management, process improvement, project management, and patient engagement. Skilled at optimizing operational efficiencies and ensuring seamless workflow processes. Proven track record of driving revenue growth and enhancing patient satisfaction through strategic initiatives. Strong organizational skills and resourcefulness to effectively manage complex healthcare environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Business Process Consultant
Duke Health
Durham, NC
11.2022 - Current
- Created strategies to improve efficiency in revenue-cycle processes.
- Evaluated functionality in EPIC upgrades to pinpoint beneficial features for HB Billing & Collections and Self-Pay teams.
- Identified opportunities for system optimizations and enhancements.
- Functioned as key technical authority for EPIC, resolving questions from operational owners.
- Acquired expertise in analyzing health care providers' use of EPIC Resolute system for addressing business needs.
- Established connections with peer organizations through EPIC to share system and operational best practices.
- Supported documentation of staff training, job aids, workflows, and internal controls.
- Monitored dashboards and key metrics to troubleshoot and resolve EPIC system issues.
- Investigates issues to identify root causes and collaborates with leadership to create remediation plans.
- Evaluates operational performance to propose change requests for increased efficiency.
- Facilitated implementation of system updates, ensuring comprehensive staff training and workflow documentation.
Customer Service Representative
CARDINAL at NORTH HILLS
Raleigh, NC
10.2019 - Current
- Managed monitoring of individuals entering and leaving the community.
- Supported residents by fulfilling requests promptly.
- Managed and directed incoming calls.
- Managed crisis responses and facilitated support for emergency teams.
- Organized front desk to ensure a neat appearance for guests.
Strategic Service Associate
Duke Health
Durham, NC
04.2019 - Current
- Drove technology and product advancements by partnering with multiple teams within the Ambulatory Service Access department.
- Served as project lead on multiple projects (Right Patient, eCheck-In, ABN, COA/COT Revisions, Patient Facing forms/e-signature documents, etc.)
- Provided expertise in recognizing improvement opportunities.
- Provided training and documentation through the use of PowerPoint presentations, user notifications, and job aids on new and changing processes
- Collaborated with patients, providers, and clinic staff to address and resolve concerns.
- Designed metrics and reporting tools to assess patient engagement and performance.
- Oversaw inventory management to maintain optimal stock levels.
Patient Account Analyst
Duke Health
Durham, NC
12.2013 - 04.2019
- Analyzed HB Billing & Collections data to propose enhancements and optimize processes.
- Provided technical assistance for questions and requests from HB Billing & Collections and PRMO departments.
- Managed request submissions and testing to facilitate prompt production updates.
- Directed HB Billing & Collections quarterly EPIC upgrade by evaluating nova notes and determining valuable items.
- Facilitated cross-departmental meetings to explore system improvement opportunities.
- Prepared documentation for staff training and job aids in partnership with QA.
- Conducted regular monitoring of trends and analyses from watch list, late charge, and small dollar adjustment reports to Internal Controls.
- Collaborated with DHTS Maestro care team to update and modify claims for new locations.
Patient Account Associate/Team Lead
Duke Health
Durham, NC
08.2006 - 12.2013
- Delivered guidance on resolving issues for accounts with payers including Worker’s Compensation, Medicaid, Medicare, and commercial institutions.
- Presented detailed account status updates to senior management bimonthly.
- Analyzed patterns in delayed and missed payments across various Duke Raleigh payers.
- Rectified Accounts Receivable through diligent follow-up with relevant parties.
- Analyzed Master Claim Rejection and Unprinted Bill Reports to identify unbilled accounts receivable for Duke Raleigh Hospital.
- Processed appeals and balance modifications on significant claims denied for failing medical necessity, filing protocols, deadlines, or authorization requirements.
Education
Masters of Public Administration - Healthcare Management
North Carolina Central University
NC12.2008
Bachelor of Arts - Exercise Science
University of North Carolina at Chapel Hill
08.2004
Skills
- Microsoft Word
- Excel
- Outlook
- PowerPoint
- EPIC
- Project Management
- Revenue Cycle Management
Certification
- Project Management Qualified (PMO)
- Lean Six Sigma Yellow Belt Certified-LinkedIn Learning
- Epic-Resolute Hospital Billing Administration (SBO & non-SBO) Proficiency, 433491896
Affiliations
- Pi Alpha Alpha National Honor Association for Public Administrators (NAASPA)
- Healthcare Financial Management Associations
Timeline
Business Process Consultant
Duke Health
11.2022 - Current
Customer Service Representative
CARDINAL at NORTH HILLS
10.2019 - Current
Strategic Service Associate
Duke Health
04.2019 - Current
Patient Account Analyst
Duke Health
12.2013 - 04.2019
Patient Account Associate/Team Lead
Duke Health
08.2006 - 12.2013
Masters of Public Administration - Healthcare Management
North Carolina Central University
Bachelor of Arts - Exercise Science
University of North Carolina at Chapel Hill