Karen Crabtree

• Supports Health at Home's mission to support strategic goals and high standards of customer service
• Consistently lives People First Behaviors; and follows the policies and procedures of the organization
• Adheres to the Corporate Compliance Program, including confidentiality of HIPAA protected health information. Maintains confidentiality of patient information
• Provides accurate and timely reporting of Additional Development Requests (ADR), PreClaim Review (PCR) and Post-payment Audits through use of Revenue Cycle applications
• Increased efficiency by streamlining data analysis processes and implementing automation tools.
• Other duties as assigned

• Maintained all Healthcare management accounts for review for completion and timely payment
• Verified all medical insurance eligibility with precision and accuracy
• Entered data into HCHB, MVP Waystar, Zirmed, and numerous payer portals
• Processed medical authorizations and denials for healthcare providers and hospice patients
• Enforced standards for health information by annual certifications of Health Insurance Portability and Accountability Act (HIPAA)
• Maintained 98% of all Quality Audits
• Streamlined the intake process by implementing efficient data collection and organization methods.
• Enhanced patient satisfaction with timely and accurate information during the intake process.
• Coordinated interdisciplinary communication for smoother transitions between care providers.
• Ensured regulatory compliance by maintaining up-to-date records and documentation.
• Processed medical records via fax and scan within company policy and HIPAA
• Maintained positive communication between colleagues and other departments
• Analyzed daily workflow efficiency within a timely manner
• Trained new employees on Hospice, Palliative care and weekend home health accounts, processes, procedures, and department expectations to improve company productivity

Coached and mentored service representatives to deliver polite, professional customer interactions

• Followed up with customers about resolved issues to maintain high standards of customer service.

• Developed customer service initiatives to improve performance and uplift satisfaction scores

• Implemented customer service policies and procedures for consistent performance standards

• Measured and improved customer satisfaction through feedback surveys and analysis.

• Maintained 98% Quality Audits

• Educated members and providers on health insurance and benefits

• Processed medical claims

• HIPAA compliant Trained new employees on member benefits, eligibility and claims processing

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues in a professional manner.
• Streamlined call center operations for increased efficiency by implementing new protocols and procedures.
• Developed successful rapport with clients through effective communication, resulting in long-term relationships and repeat business.
• Collaborated with cross-functional teams to identify areas for process improvement, resulting in reduced customer complaints.
• Served as an escalation point for complex or high-priority cases, utilizing advanced problem-solving skills to achieve favorable outcomes for both the company and customers.
• Onboarded and trained customer representatives to meet performance and service goals.
• Educated customers about billing, payment processing and support policies and procedures.

• Improved beneficiary enrollment rates by effectively communicating program benefits and requirements.
• Streamlined the enrollment process for increased efficiency and enhanced user experience.
• Collaborated with cross-functional teams to develop targeted marketing campaigns for prospective beneficiaries.
• Conducted comprehensive applicant interviews to determine eligibility and fit for specific programs.
• Enhanced customer service by promptly addressing inquiries and resolving issues in a timely manner.
• HIPPA Compliant
• Maintained 98% Quality Audits
• Updated, entered and reviewed customer data.
• Communicated effectively via telephone, email and in person with prospective customers.
• Understood and thoroughly explained services provided to customers and potential customers.

• Enhanced patient satisfaction by efficiently managing the front desk operations and addressing inquiries in a timely manner.
• Streamlined appointment scheduling for improved patient flow and reduced wait times.
• Ensured accurate record-keeping by diligently updating patient information and verifying insurance coverage.
• Maintained strict confidentiality of patient information, adhering to HIPAA regulations and medical office policies.
• Facilitated effective communication between patients, medical staff, and insurance companies to ensure seamless coordination of care.
• Provided compassionate customer service, creating a welcoming atmosphere for patients and their families.
• Assisted healthcare providers with administrative tasks, enabling them to focus on quality patient care.
• Handled billing procedures accurately, ensuring prompt payment from both patients and insurance providers.
• Developed strong relationships with patients, fostering loyalty and trust in the practice''s services.
• Contributed to a positive work environment by collaborating effectively with colleagues and supporting team initiatives.
• Improved front office organization by implementing new filing systems and maintaining cleanliness in waiting areas.
• Coordinated specialist referrals for patients requiring additional care, facilitating efficient transfer of medical records as needed.
• Adhered to strict HIPAA guidelines to protect patient privacy.
• Checked patient insurance, demographic, and health history to keep information current.
• Answered phone calls and messages for eight physicians with Oncology and Endocrinology medical offices, scheduling appointments, and handling patient inquiries.
• Conducted patient intake interviews, recording and documenting relevant information.
• Assisted with medical coding and billing tasks.
• Received and routed laboratory results to correct clinical staff members.

• Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
• Assisted patients with daily living activities for enhanced comfort and wellbeing.
• Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
• Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
• Built rapport with patients and families, providing emotional support during difficult times.
• Prevented pressure ulcers development through frequent turning, repositioning of patients, and diligent skin assessments.
• Liaised with patients and addressed inquiries, appointment requests and billing questions.
• Obtained and documented patient medical history, vital signs and current complaints at intake.
• Performed medical records management, including filing, organizing and scanning documents.

• Improved production efficiency by streamlining assembly line processes and implementing time-saving techniques.
• Reduced waste in the production process by monitoring materials usage and adjusting procedures accordingly.
• Enhanced product quality by conducting regular inspections and identifying areas for improvement.
• Collaborated with team members to optimize workflow, resulting in increased productivity and reduced downtime.
• Maintained a safe working environment by adhering to safety protocols and promptly addressing potential hazards.
• Assisted in training new employees on production processes, ensuring a seamless integration into the team.
• Contributed to cost reduction efforts by identifying opportunities for process improvements and resource optimization.
• Followed safety procedures and guidelines to maintain safe working environments.
• Used equipment properly to avoid workplace hazards or injuries.
• Met production targets and tight deadlines by collaborating closely with team members.
• Organized and prepared workstations and materials needed for operations to maximize productivity.

• Improved patient care quality by monitoring and recording vital signs, fluid intake, and output.
• Assisted patients with daily living activities for enhanced comfort and wellbeing.
• Maintained a clean, safe environment by sanitizing surfaces, changing linens, and disposing of waste properly.
• Collaborated with nursing staff to create individualized care plans tailored to each patient''s needs.
• Built rapport with patients and families, providing emotional support during difficult times.
• Provided high-quality personal care services such as bathing, grooming, dressing, and feeding to ensure patient dignity.
• Actively participated in interdisciplinary team meetings to discuss patient progress and develop effective care strategies.
• Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
• Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
• Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
• Assisted nursing staff with completing daily rounds, documenting vital signs and answering calls.
• Reduced risks of patient infection and cross-contamination by cleaning and sterilizing equipment.
• Upheld infection control and prevention policies across different patient-facing areas.
• Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
• Helped clean and prepare patient consultation rooms to maintain hygiene standards
• Streamlined communication between nursing staff, patients, and families to ensure comprehensive understanding of care plans.
• Contributed positively towards patient satisfaction scores by consistently providing exceptional care and addressing their concerns.
• Served as an advocate for each patient's needs during shift handoffs or interdisciplinary conferences with other healthcare professionals.
• Performed accurate documentation of patient information according to established protocols for record-keeping purposes.