KHADIJAH MCDOWELL
Highland Park
Summary
Results-driven professional with comprehensive experience in account management, focusing on building strong client relationships and driving business growth. Adept at negotiating contracts, resolving client issues, and aligning services with client needs. Proven success in fostering team collaboration and adapting to dynamic environments, showcasing excellent communication and problem-solving skills.
Overview
12
12
years of professional experience
Work History
Account Manager
Horizon BCBS
11.2024 - Current
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Negotiated contract terms with clients, securing favorable agreements for both parties.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Actively participated in networking events within the industry, expanding professional connections and generating leads.
- Improved overall team productivity by implementing best practices in organization and time management.
Emergency Department Patient Access Supervisor
RWJBH
06.2023 - 01.2025
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Established strong relationships with insurance providers through effective communication channels to expedite claim processing activities when necessary.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Assisted in the development of departmental budget, monitoring expenditure levels, and identifying opportunities for cost savings without compromising on patient care quality.
- Optimized staff scheduling to maintain adequate coverage during peak hours, minimizing patient wait times and improving service quality.
- Enhanced patient satisfaction with improved communication strategies and timely resolution of issues.
- Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
- Oversaw staff recruitment efforts, selecting top talent to join the team and contribute to the department''s success.
- Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
- Served as a key resource for senior leadership in developing strategic plans for the growth and expansion of Patient Access services, contributing valuable insights based on firsthand experience managing daily operations.
Lead Pre-certification Specialist/Billing Clerk
CANCER CTR. RWJBH Cooperman St. Barnabas Medical Center
04.2022 - 06.2023
- Carried out day-day-day duties accurately and efficiently
- Demonstrated respect, friendliness and willingness to help wherever needed
- Mentored junior team members in the nuances of certification program development and management, fostering an environment for professional growth.
- Proved successful working within tight deadlines and fast-paced atmosphere
- Reduced processing time for certification applications by optimizing review procedures and introducing time-saving technologies.
- Followed document protocols to safeguard confidentiality of patient records
- Facilitated communication between patients and various departments and staff
- Verified accuracy of accounts payable payments, resulting in 64% reduction in payment errors and check reissues
- Developed training materials for new team members, ensuring consistency in certification processes across the organization
- Pre-certification for all infusion chemotherapy regimes
- Pre-certification for all oral chemotherapy regimes
- Developed training materials for new team members, ensuring consistency in certification processes across the organization.
- Appeals and Denials
- Enhanced certification process efficiency by streamlining workflows and implementing automation tools.
- Peer to peer review
Pre-certification, Appeal and Denial Supervisor
We Care Medical Specialty Group
07.2020 - 04.2022
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
Executive Manager
EWELL TAX CENTER LLC
12.2017 - 04.2022
- Responsible for all initial client intake forms/ all necessary documentation before appointments could be scheduled
- Organizing schedule for Director of Operations and daily tasks
- Coordinated all weekly staff meetings
- Emails
- Created, managed and executed business plan and communicated company vision and objectives to motivate teams
- Oversaw and improved deliveries through proactive coordination of daily operations
- Implemented automation strategies for office operations, correspondence management, schedule coordination and recordkeeping
- Hired exceptional candidates and led staff to maximize productivity and eliminate process lags
- Managed/ supervised 5 employees not including Director of Operations personal assistant
- Integrated new systems for scheduling appointments, managing customer contacts and coordinating retention strategies
Case Manager
Divine Home Health-Care Agency
11.2019 - 03.2020
- Helped patients receive appropriate, high-quality care with reasonable results
- Partnered with physicians, social workers, activity therapists, nutritionists and case managers to develop and implement individualized care plans and documented patient interactions and interventions in electronic charting systems
- Identified care needs of individual patients and coordinated responses based on physician advice, insurance limitations and procedural costs
- Evaluated treatment plans against individual goals and healthcare standards
- Maintained accurate documentation on all cases, ensuring compliance with regulations and confidentiality requirements
- Conducted thorough assessments of clients' situations, identifying issues, goals, and necessary interventions
Admitting Representative/ ED Registrar/ Unit Clerk
NEWTON MEDICAL CENTER
06.2013 - 12.2017
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
- Answer telephones and direct calls to appropriate staff
- Complete insurance or other claim forms
- Arrange hospital admissions for patients
- Process patient admission or discharge documents
- Retrieve patient medical records for physicians, technicians, or other medical personnel
- Took copayments and compiled daily financial records
- Compiled and reviewed medical charts
- Assisted patients in filling out check-in and payment paperwork
- Reviewed and corrected claim errors to facilitate smooth processing
- Resolved conflicts and negotiated mutually beneficial agreements between parties
Education
HIGH SCHOOL DIPLOMA - Law
DELAWARE VALLEY HIGH SCHOOL
Milford, PennsylvaniaBACHELOR OF ARTS - Political Science and Sociology
PENN STATE UNIVERSITY
State College, PASkills
- Account management
- Customer service
- Teamwork and collaboration
- Client relations
- Client relationship management
- Customer satisfaction
- Relationship building
- Strategic planning
- Goal oriented
- Relationship building and management
- Account oversight
- Issue resolution
- Networking skills
- Account development
- Team Training
- Goals and performance
Timeline
Account Manager
Horizon BCBS
11.2024 - Current
Emergency Department Patient Access Supervisor
RWJBH
06.2023 - 01.2025
Lead Pre-certification Specialist/Billing Clerk
CANCER CTR. RWJBH Cooperman St. Barnabas Medical Center
04.2022 - 06.2023
Pre-certification, Appeal and Denial Supervisor
We Care Medical Specialty Group
07.2020 - 04.2022
Case Manager
Divine Home Health-Care Agency
11.2019 - 03.2020
Executive Manager
EWELL TAX CENTER LLC
12.2017 - 04.2022
Admitting Representative/ ED Registrar/ Unit Clerk
NEWTON MEDICAL CENTER
06.2013 - 12.2017
BACHELOR OF ARTS - Political Science and Sociology
PENN STATE UNIVERSITY
HIGH SCHOOL DIPLOMA - Law
DELAWARE VALLEY HIGH SCHOOL
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