Kathleen McDonald
Orem,UT
Summary
Dynamic leader with over 17 years of customer service excellence, specializing in financial counseling and medical billing, honed at Aspen Grove Behavioral Hospital. Expert in healthcare regulations and insurance verification, I significantly improved patient satisfaction by developing comprehensive financial assistance programs. Adept at team training and development, my leadership enhanced departmental performance, maintaining a 30% Upfront Payment Log.
Overview
17
17
years of professional experience
Work History
Patient Financial Counselor
Aspen Grove Behavioral Hospital
09.2018 - Current
- Educated patients on available financial assistance programs, guiding them through application processes when needed.
- Developed personalized payment solutions for patients facing financial hardships, preserving patient loyalty and trust.
- Maintained a 30% or more Upfront Payment Log.
- Employee training and development
- Created the Med Management billing from the ground up for the Clinic associated with our hospital.
- I have created an on boarding packet, an extensive To- Do list for each member in our Business office.
- Strong team player with great communication skills
- Self-motivated, career-driven individual
- Contributed to policy development on patient financial services, aligning practices with industry standards and legal requirements.
- Analyzed patient account trends to forecast potential financial issues, enabling proactive management of patient accounts.
- Improved patient satisfaction by offering comprehensive financial counseling services, ensuring clarity on billing and insurance processes.
- Contributed to departmental goals by consistently meeting or exceeding established performance metrics.
- Maintained up-to-date knowledge on evolving healthcare regulations, sharing insights with colleagues for continuous improvement.
- Trained new staff on patient financial services best practices, elevating overall performance of financial counseling team.
- Developed strong relationships with insurance providers, facilitating prompt resolution of claim issues and disputes.
- Assisted in the development of new policies and procedures to improve overall patient financial experience.
- Streamlined communication between financial counseling department and clinical staff, ensuring unified approach to patient care.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Resolved customer complaints using established follow-up procedures.
Account Resolution Specialist Team Lead
Intermountain Healthcare
06.2008 - 08.2018
- Created and Maintained a team that was effective, enhancing patient satisfaction through timely resolution of billing and payment issues.
- Provided exceptional customer service, handling inquiries and resolving issues in a professional manner.
- We were the Resolution team for Intermountain Medical Center, Orthopedic Specialty Hospital, Park City, Cassia, St George, Orem, Sevier, Sanpete and American Fork Hospitals.
- Mentored and trained the new team members, coordinated team meetings.
- Managed healy volumes of incoming/outgoing calls dealing with patients, insurances and lawyers.
- Developed customized reports for management, providing valuable insights into outstanding receivables and collection performance metrics.
- Listened to customers and negotiated solutions that met creditor and debtor needs.
- Prepared and submitted legal documents to initiate court proceedings.
- Developed and documented collection procedures and policies to comply with government regulations.
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
Education
Associate of Science - Medical Office Management
American College of Medical And Dental Technology
Provo05-2008
Skills
- Financial counseling
- Claims processing
- Healthcare regulations
- Insurance verification
- Typing/word processing/correspondence, reports, data entry
- Over 17 years of customer service experience
- Strong training and leadership skills and development
- Neat, efficient and dedication to the highest quality of work
- A team player with strong communication skills
- Adaptable in learning as well as developing new processes for further improvement
- Very strong knowledge of Medical billing, Insurances, regulations and Medicare and Medicaid expertise
- Conflict resolution with team members and patients as well as insurance companies
Timeline
Patient Financial Counselor
Aspen Grove Behavioral Hospital
09.2018 - Current
Account Resolution Specialist Team Lead
Intermountain Healthcare
06.2008 - 08.2018
Associate of Science - Medical Office Management
American College of Medical And Dental Technology
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