Joy Jones
Highland Park,NJ
Summary
Professional intake specialist with strong track record in client assessment and engagement. Proven ability to enhance intake processes, fostering positive client experiences and streamlining operations. Renowned for collaborative spirit and adaptability in dynamic environments.
Healthcare professional with extensive experience in patient access management and operational efficiency. Known for improving patient registration processes and leading teams to achieve high levels of patient satisfaction. Reliable team player with strong focus on collaboration and adaptability to meet dynamic healthcare needs. I have over 13 years of experience in program management in residential settings for individuals with developmental disabilities. I am a
Detail-oriented individual with exceptional communication and project management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on o optomizing processes and supporting tam objectives.
Overview
25
25
years of professional experience
1
1
Certification
Work History
Intake Specialist Lead
Christiana Hospital (Christiana Care)
Newark, Delaware (Remote)
06.2023 - Current
- Conducted comprehensive patient intake assessments to ensure accurate information collection.
- Collaborated with healthcare teams to streamline patient registration processes.
- Utilized electronic health record systems to input and manage patient data efficiently.
- Assisted in resolving patient inquiries, enhancing overall satisfaction and experience.
- Monitor accounts routed to registration/ prior registration work ques and clears work quos by obtaining all necessary patient/payer specific financial clearance elements in accordance to management guidelines
- Complies with insurance requirements to obtain prior authorization and complete activities to facilitate financial clearance
- Support to staff at all levels to understand and navigate financial clearance
- Work collaboratively with all parties to ensure all referrals and prior authorization once obtained and recorded in the system
- Perform follow-up activities indicated by management reports
- Collaborate with patient/providers and departments to obtain necessary information and payer permission prior to patients scheduled services
- Work collaboratively with doctors practice to resolve any registration or insurance issues so these issues don't impact any services for patients
- Escalate accounts that have been denied or financially cleared to supervisor as per department policies
- Accept registration updates via internet registration faxes, emails, and patent phone calls
- Contact patients for any information not clarified and maintain sensitivity and customer friendly approach
- Strict adherence to HIPPA laws and maintain confidentiality of patients financial and medical records
- Handle telephone/ email communication in a timely fashion following appropriate customer service standards
- Provide and demonstrate knowledge and skills to assist employees as a role of a lead and management
- Perform other related duties as assigned by management
Patient Access Representative (Team Lead)
RWJBH New Brunswick ED
New Brunswick, NJ
01.2018 - 12.2025
- Schedule appointments coordinating with healthcare providers optimizing schedule efficiency
- Greet and check in patients
- Educate patients on financial responsibilities explaining billing process and payment options
- Maintain EMR system accuracy by updating patient information and documenting patient interactions
- Implement process improvements to reduce patient wait times through efficient registration procedures
- Perform pre registration procedures ensuring all necessary documentation in the chart is complete
- Manage all high call volumes in a fast paced environment while maintaining excellent customer service standards
- Conduct brief financial screenings for referral to government assistance programs (Charity care/medicaid)
- Ensure compliance with HIPAA regulations when handling sensitive patient information
- Complete trainings both in person and or online
- Arrive patients via walk in or ambulance bay / medical flight (including Traumas, Strokes, Cardiac Arrest)
- Communication with Clinical staff to ensure patients pre arrivals and patients being transferred
- Applying patient armbands and verifying patient demographics on the arm band. Pt labels printed for clinical staff
- Completing and explaining patient registration for patients involved in MVA/Workmans Comp
- Proficient with all office equipment including payment processing devices
- Complete and proficient with all aspects of RWJ EPIC computer system
- Complete patient information on WQ’s when needed
- Collecting deposits /deductibles or payments for patients who are responsible for charges on their account
- Informing patients on hospital policies and permission to bill insurance by signing off on consents.
- Updating and verifying a patient's health insurance by sending queries to patients insurance companies.
- Teamwork to cover staff assignments and also communicating through email and work related chat.
- All other work tasks that may assigned from management
- Trained new staff on best practices for patient access protocols and systems usage.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Trained new staff on filing, phone etiquette and other office duties.
- Led team to improve patient flow and reduce wait times in emergency department operations.
- Managed schedules, accepted time off requests and found coverage for short shifts.
Residential Associate
The Center for Great Expectations
Somerset, NJ
05.2018 - 04.2020
- Promote the Arc model/Natured Heart Approach with a goal of sustaining a safe and comfortable environment.
- Ensure resident safety by maintaining resident census(room checks)
- Facilitate and oversee activities that are identified in residential treatment plan.
- Coordinate, observe, and document self-administration of medication.
- Transport residents to scheduled and/or emergency medical, dental, and psych appointments
- Participate in case management, weekly multidisciplinary team conferences
- Facilitate residential conflict resolution and provide crisis intervention as needed
- Ensure facility is in compliance with licensing requirements.
- Participate in training programs, including committee and clinical staff meetings as needed
- Team work to establish, and maintain high level of care with communication residents and/or clinical staff.
- Complete documentation, including daily communication logs, medication logs, incident reports, and ensure communication across shifts.
- Facilitated daily living activities for residents, promoting independence and personal growth.
- Monitored resident progress and adjusted care strategies based on feedback and observations.
Billing Clerk/Receptionist/Dispatch (per diem)
LM Services Center
North Brunswick, NJ
02.2012 - 01.2018
- Take geographical information/Charting
- Updating all Financial Accounts
- Insurance verification
- Billing to Medicare/Medicaid when applicable
- Familiar with HIPAA regulations
- Customer Service/ Problem Solving
- Collection of payments
- Medical Terminology (ICD codes when needed)
- Send employees to work locations
- Receive equipment shipped to central location.
- Schedule Appointments via computer
- Processed billing statements accurately, ensuring timely distribution to clients and resolving discrepancies.
- Maintained a well-organized reception area with updated materials, contributing to a welcoming environment for visitors.
- Provided clerical support to company employees by copying, faxing, and filing documents.
- Provided administrative support to staff members by handling correspondence, filing documents, and managing office supplies inventory.
- Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
Intake Coordinator (Temp Agency)
Children's Specialized Hospital
Dover, NJ
02.2015 - 09.2017
- Serve as contact for referrals to Autism Team.
- Provide phone triage to determine appropriateness for team evaluation. Provide referrals if alternative service is needed.
- Ensure intake packets are mailed and processed.
- Schedule team evaluations.
- Track results of team evaluations and assist with applicable referrals.
- Maintain statistics and reports as requested.
- Coordinate team schedules across sites.
- Other activities as assigned by Supervisor or Autism Coordinator.
- Documented patient medical information, case histories, and insurance details to facilitate smooth appointments and payment processing.
- Collaborated with healthcare professionals to ensure patients received appropriate services and resources.
- Communicated with referral sources, physicians, and associated staff to check documentation for proper signatures.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Answered phone calls and provided new clients with required paperwork to initiate service.
Document Retrieval Specialist
Premier Healthcare Exchange
03.2015 - 08.2017
- Contacting healthcare providers to request and obtain medical and billing documents via fax, mail & e-mail for claims processing.
- Responsible for processing claims, communicating with medical providers and other office related functions (i.e. filing medical claims, etc.)
- Assisting the nursing staff in the medical claim audit process by requesting medical records and applicable documents from medical providers nationwide.
- Providing back-up to Data Entry
Program Manager
SERV Behavioral Health
Plainfield, NJ
08.2010 - 02.2012
- Advocate for autistic/mentally challenged clients
- Utilize assessment and treatment skills
- Provide comprehensive case management
- Deliver psycho educational groups
- Provide individual supportive counseling and family intervention
- Provide discharge planning
- Monitoring medication-evaluation/supervising medication inventory
- Scheduling finding coverage when necessary
- Team leadership/ providing senior leadership as needed
- Monitor petty cash/ Individual personal bank accounts
- Developed strategic initiatives to optimize resource allocation and improve program efficiency across multiple service areas.
Program Supervisor
Devereux Foundation
North Plainfield, NJ
12.2000 - 07.2010
- Advocate for autistic/mentally challenged clients
- Medication administration
- Log book completion
- Weekly food shopping, daily meal preparation, and housekeeping
- Daily communication with clients and parents/guardians
- Task analysis per client
- Accompany clients to doctor and dental appointments
- Create and arrange community outings for clients
- Quarterly meetings with parents/guardians and DDD(state case manager)
- Attend, participate and write up IHPs (Individual House Plan) per client
- Create weekly staff schedules
- Examine staff time sheets and sign off payroll
- Prepare for state licensing
- Maintain bank accounts for each client
- Completion of monthly DDD reports per client
- Weekly examination of individual client funds and house petty cash
- Oversees program operations ensuring compliance with regulatory standards and best practices.
- Provided leadership, guidance and support to staff members.
- Created and managed budgets, efficiently allocating resources for social and community service projects.
- Partnered with local organizations to expand access to social and community services.
- Established and maintained relationships with key stakeholders.
- Analyzed trends and data to inform decision-making and program development.
- Coordinated with community stakeholders for successful implementation of social and community service initiatives.
Education
Certificate - Dialysis
Middlesex County College
Edison, NJ12.2015
Associate of Arts - Liberal Art/Psychology
Middlesex County College
Edison, NJ12.2011
LPN Nursing Classes - LPN Nursing Program
Middlesex County Vocational Technical Schools
Piscataway, NJ12.2001
High School Diploma - College Prep Courses
South Plainfield High School
South Plainfield, NJ06.1997
Skills
- Data Entry
- Invoice
- Quickbooks
- Medical Billing
- Crisis Intervention
- Senior Leadership
- Medication Administration
- ICD-10
- CPT Coding
- Medical Records
- Autism Experience
- ICD-9
- Laboratory Experience
- EMR Systems
- Dialysis Experience
- Social Work
- Experience with children
- Childcare
- Vital Signs
- Insurance Verification
- HIPAA
- Medical Terminology
- ICD Coding
- Medical Scheduling
- Medical Coding
- Customer service
- Medical office experience
- EHR systems
- Microsoft Office
- Computer skills
- Leadership
- Administrative experience
- Accounts receivable
Certification
- Dialysis Technician Certificate
Timeline
Intake Specialist Lead
Christiana Hospital (Christiana Care)
06.2023 - Current
Residential Associate
The Center for Great Expectations
05.2018 - 04.2020
Patient Access Representative (Team Lead)
RWJBH New Brunswick ED
01.2018 - 12.2025
Document Retrieval Specialist
Premier Healthcare Exchange
03.2015 - 08.2017
Intake Coordinator (Temp Agency)
Children's Specialized Hospital
02.2015 - 09.2017
Billing Clerk/Receptionist/Dispatch (per diem)
LM Services Center
02.2012 - 01.2018
Program Manager
SERV Behavioral Health
08.2010 - 02.2012
Program Supervisor
Devereux Foundation
12.2000 - 07.2010
High School Diploma - College Prep Courses
South Plainfield High School
Certificate - Dialysis
Middlesex County College
Associate of Arts - Liberal Art/Psychology
Middlesex County College
LPN Nursing Classes - LPN Nursing Program
Middlesex County Vocational Technical Schools
Personal Information
- Visa Status: Authorized to work in the US for any employer