KELBY HILGEMAN
Wake Forest,NC
Summary
Dynamic and results-driven professional with a proven track record as a leader and manager at Raleigh Eye Center, Firstsource and REI. Excel in ophthalmic diagnostics patient care, CPT billing and insurance payment. Skilled in utilizing advanced diagnostic tools, EMR systems, account management coupled with exceptional leadership abilities. Demonstrated success in enhancing patient satisfaction by 20%, showcasing a blend of technical expertise and compassionate customer service. My skills as shown in this resume give me confidence to not only complete needed job tasks but also go beyond by mastering every detail of my responsibility in the role I take on.
Overview
7
7
years of professional experience
Work History
Opthalmic Assistant
Raleigh Eye Center
Raleigh, NC
04.2024 - 11.2024
- Company Overview: Raleigh Eye Center is one of the premier Ophthalmic and Optometric eye care centers in Raleigh and the surrounding areas
- During my time there I acted as Lead Tech and Procedure assistant to current corneal Specialist on staff
- Responsibilities are, but not limited to: General and Medical Exam work ups: Refraction, Diagnostic testing, Pupil, EOMs, Confrontation Field, IOP Tonometer, Optos, Argos, OCT, Itrace Topo, etc
- Handled Patient messages, scheduling, Rx Refills and perscribing on M.D behalf, and Medical paperwork
- Handled preparing patient for Minor procedures such as: Creating Sterile Field, Laying out needed surgical instruments, Conosent forms, and follow up visit info and medication regiment
- Scribe for M.D during all exams as well as CPT billing codes and Dx Codes for insurance purposes
- Handled Same day post ops for surgeruies such as CE/IOL, DMEK/DSEK, as well as any other procedures done in OR
- Raleigh Eye Center is one of the premier Ophthalmic and Optometric eye care centers in Raleigh and the surrounding areas
Optometric Technician
Triangle Visions
Kernersville, NC
01.2024 - 04.2024
- Prepared for upcoming appointments by pulling charts, preauthorizing insurance and readying paperwork
- Assisted optometrist with conducting examinations, documenting findings and processing paperwork
- Completed autorefraction, lensometry and tonometry
- Administered topical ophthalmic and dilation medications to patients
- Checked visual acuity of each patient with various tests, determining near, distance and pinhole acuity
- Assisted with examinations by administering medications, documenting patient histories and checking current vital signs
- Skilled in Refractions, OCT, Visual Field, Tonometry, glaucoma angle checks, and slint lamp exams
- Knowledge in DES and Sjorgrens Disease affecting ocular surface as well as using Lipiscan and Lipiflow for treatments in conjuncture with Cyclosporine Rx and medications relating to Dry eyes
- Knowledge of Ocular Pharmacology as well as processing Prior Authorizations for medications
- Knowledge of ICD 10 codes and billing codes
Seasonal Customer Service Representative Specialist
REI
Winston-Salem, NC
01.2021 - 12.2022
- Efficiently addressed customer inquiries and resolved issues, escalating major concerns to supervisors
- Implemented forward-thinking strategies to maintain customer satisfaction, focusing on resolving concerns promptly
- Guided customers in selecting the right service plans by understanding their needs and offering tailored advice
- Reduced customer wait times by promptly answering a high volume of calls
- Contributed to team knowledge by participating in meetings and training sessions for product updates
- Enhanced customer experience by processing service orders swiftly and accurately
- Ensured secure transactions by verifying and processing customer payments in various forms
Account Specialist
Firstsource
Rural Hall, NC
11.2019 - 01.2024
- Managed financial aid screenings and billing for large hospital systems, ensuring compliance with state and federal regulations
- Achieved top 10% performance company-wide in my first two years, demonstrating exceptional productivity and efficiency
- Mastered various medical systems and business programs, including Epic, Cerner, Allscripts, CUBS, Transunion, and Docusign, to streamline operations
- Successfully resolved customer concerns, escalating major issues when necessary, to maintain high customer satisfaction
- Contributed to financial process optimization by analyzing customer financial records in accordance with government standards
- Optimized patient financial plans, improving Medicaid application success by 30%
- Managed 500+ patient accounts, ensuring accurate billing and compliance with HIPAA
- Provided empathetic customer service, resolving concerns and boosting patient satisfaction
- Led patient account management, enhancing Medicaid application success by 30% & ensuring HIPAA compliance
- Worked with billing, CPT, account recieables, and government monthly payments for patient accounts.
- Worked closely with DHHS and SSA offices for Patient applications to provide favorable outcomes
Head Optometric Technician
The Eye Institute
Raleigh , NC
02.2018 - 08.2019
- Led a team of Optometric Technicians, fostering medical excellence and aligning team efforts with company vision
- Streamlined pretest procedures, enhancing appointment efficiency and productivity
- Managed pharmaceutical accounts, ensuring a steady supply for medical procedures
- Oversaw administrative tasks, including appointment scheduling and payment processing, to maintain smooth clinic operations
- Liaised with Medical Representatives, facilitating effective communication and information exchange
- Proficient in optometric Diagnostic machinery i.e
- OCT, Lipiflow/Lipiview, Visual Field, AR, Optos and Slint lamp Examinations
- Proficient in Optometric skills i.e
- Refractions, Angle checks, Fundus exams, and tonometry
- Knowledgeable in Optometric Pharmaceuticals and treatment plans of ocular diseases
- Large knowledge base of MGD and Sjorgrens disease along with treatment plans based upon severity
- Understanding of contact lenses fittings and dynamics of visual acuity in contact lenses
- ICD 10 and billing code proficient
- Able to perform desk work such as ordering, referrals, and Prior authorization work
Education
Exercise Science -
Appalachian State University
BooneHigh School Diploma - High School GED
Asheville Christian Academy
Skills
- Advanced in Excel, Word, PP, and other Microsoft office prigrams
- Proficient in company software, ie: Paymate, Pivot, PVM, CUBs, and Centrify
- Skilled in ophthalmic diagnostic tools such as LipiFlow, ARGOS, OCT, topography, Itrace, AR, phoropter, slit lamp, and laser-guided imaging
- Proficient with EMR systems for medical records, chartingm and billing
- Knowledge with healthcare procedure as well as billing, CPT, and account recievables from Insurance claims
- Experienced with sales and customer relations
- Experience with leadership roles and hospital contract management
- Electronic health records management
- HIPAA compliance
- Proficient in Fiscal reporting, Business operations support, Billing cycle management, Statement processing, Payment posting
Affiliations
- Avid hiker, camper, climber, and photographer
- Videography editing and streaming
- Marathoner and running enthusiast
- Sports management and exercise
Accomplishments
- 4 year highschool letterman and 1 year collegiate soccer athlete
- CPR and first Aid Certified
- Billing CPT and insurance specialist
- Microsoft office certified
- Backed by peers, M.Ds and O.Ds
Aspiration
- I am working towards taking the OAT to return to school in order to obtain my Optometry Doctorate in the next 3 years
References
References available upon request.
Timeline
Opthalmic Assistant
Raleigh Eye Center
04.2024 - 11.2024
Optometric Technician
Triangle Visions
01.2024 - 04.2024
Seasonal Customer Service Representative Specialist
REI
01.2021 - 12.2022
Account Specialist
Firstsource
11.2019 - 01.2024
Head Optometric Technician
The Eye Institute
02.2018 - 08.2019
Exercise Science -
Appalachian State University
High School Diploma - High School GED
Asheville Christian Academy
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