KATHERINE PATTON
Healthcare Operations & Client Services Leader
Morgantown,WV
Summary
Versatile and results‑oriented leader with a proven history in healthcare operations, accident program management, and client service. Demonstrates exceptional ability to build long‑term client relationships, lead and develop teams, and manage complex workflows across remote and onsite settings. Highly skilled in data analysis, performance tracking, training, and cross‑functional collaboration. Brings extensive experience with major healthcare systems and a strong commitment to accuracy, service quality, and operational success..
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director of Client Services
Knowtion Health
02.2025 - 02.2026
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Directed month‑end reporting processes with 100% accuracy and on‑time delivery of performance metrics.
Accident Program Manager - Remote Team Lead
Knowtion Health
03.2017 - 02.2025
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish goals.
- Interacted with customers and clients to identify business needs and requirements.
- Monitored progress of programs, using and applying programming documents, program directives, and other program material.
- Created and presented data using MS Excel spreadsheets and other MS Office tools for staff and clients.
- Addressed and resolved technical operational concerns by working with team members and directors.
- Trained new personnel regarding company operations, policies, and services.
- Managed nine staff members for completing tasks at almost 30 facilities daily.
Front End Accident Liaison
Knowtion Health
09.2014 - 03.2017
- Responded to customer concerns with friendly and knowledgeable service and remedied issues promptly and effectively.
- Learned and maintained in-depth understanding of product information, providing knowledgeable responses to diverse questions.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded proactively and positively to rapid change.
- Met customer call guidelines for service levels, handle time and productivity.
- Explained hospital billing process for accident-related claims
- Obtained, verified, and update insurance information in EPIC
Insurance Authorization Specialist
West Virginia University Medicine
07.2013 - 09.2014
- Processed eligibility and benefits verification and authorization requests.
- Tracked pending authorizations to resolve discrepancies and avoid revenue loss.
- Acted as subject matter expert, answering internal and external questions and inquiries.
- Maintained strong knowledge of basic medical terminology to better understand services and procedures.
- Contacted insurance carriers to discuss policies and individual patient benefits.
- Assured timely verification of insurance benefits prior to patient procedures or appointments.
Registration Specialist - Emergency Medicine
West Virginia University Medicine
10.2012 - 07.2013
- Visited patients' rooms to collect insurance and financial information required for registrations.
- Accurately inputted patient and insurance information into company's computer system using EPIC
- Distributed informational materials, necessary forms and hospital procedures to patients.
- Collected payments and co-pays from customers.
Graduate Adjunct Faculty Member
West Virginia University
08.2010 - 05.2012
- Engaged students with insightful and compelling classroom discussion of topics relevant to coursework to boost student learning and retention.
- Developed and kindled professional relationships with students to better communicate and enhance instruction.
- Advised students in academic matters to improve successful course completion.
- Completed classroom planning by creating and preparing exams, classroom discussions and lectures.
Education
Master of Science - Journalism
West Virginia University
Morgantown, WV05-2012
Bachelor of Science - Journalism
West Virginia University
Morgantown, WV08-2010
Skills
- Accident Insurance
- Customer Satisfaction
- Training and Development
- Performance Tracking and Evaluations
- Remote Team Management
- Recruitment and Hiring
- Data Entry and Maintenance
- Artiva and FACS Systems
- EPIC System
- Siemens Invision System
- Cerner CPA System
- Meditech System
Accomplishments
- Good to Great Winner 2020
- Selected as a presenter in the company 2024 Management Lunch and Learn series for Employee Engagement
Certification
Certified Revenue Cycle Certification
Timeline
Certified Revenue Cycle Certification
02-2025
Director of Client Services
Knowtion Health
02.2025 - 02.2026
Accident Program Manager - Remote Team Lead
Knowtion Health
03.2017 - 02.2025
Front End Accident Liaison
Knowtion Health
09.2014 - 03.2017
Insurance Authorization Specialist
West Virginia University Medicine
07.2013 - 09.2014
Registration Specialist - Emergency Medicine
West Virginia University Medicine
10.2012 - 07.2013
Graduate Adjunct Faculty Member
West Virginia University
08.2010 - 05.2012
Bachelor of Science - Journalism
West Virginia University
Master of Science - Journalism
West Virginia University