KIMBERLY HOGAN
Essex,MD
Summary
Customer Service Representative bringing top-notch skills in oral and written communication, active listening and analytical problem-solving skills. Enhances customer experiences by employing service-oriented behaviors, understanding customer desires, ad providing customized solutions to build loyalty.
Overview
22
22
years of professional experience
Work History
Lead Patient Access Specialist
Medstar Health Bel Air Medical Center
11.2017 - 02.2022
- Population Health Coaching Chronic Care Mgmt for Medicare Program
- Special deployment during Covid 19 Pandemic-Covid Call Center
- Call center ambassador
- Urgent Care Call Center taking inbound calls
- Training of team members/customer service
- Chairman for Quality Improvement Program at Bel Air MACC
- Registering and scheduling of patients for various depts
- Insurance verification/clerical/billing support
- Assisted in the implementation/development Referral Mgmt Program for Medstar Urgent Care
- Proficient in the Referral Tracker Medonnect.
Physician Office Assistant
Wellspan Health-Urgent Care
06.2016 - 06.2017
- Moved to Pennsylvania for a short period of time.
Patient Access Specialist-Admitting/Registration Dept
Medstar Health Franklin Square Hospital
08.2006 - 05.2016
- Register patients for inpatient, outpatient surgery as well as any outpatient ancillaries
- Register patients for Psychiatric Admissions Researched questions and concerns from providers and provided detailed responses
- Precisely evaluated and verified benefits and eligibility Identified and resolved patient billing and payment issues
- Examined patients' insurance coverage, deductibles, possible insurance carrier payments and remaining balances not covered under their policies when applicable
- Bed Control and Placement of Patients for the ER dept/direct admissions.
Executive Admin Assistant to Chairman of Anesthesiology
Medstar Franklin Square Hospital
07.2003 - 08.2006
- Credentialing of Chesapeake Perioperative Anesthesia Doctors
- Surgical Scheduling w/Anesthesia Dept
- Scheduled Anesthesia Consultations
- Grand Rounds Scheduler
- CPR Committee Secretary Minutes.
Manager HIM Doctor's Workroom/Release of Information
Medstar Union Memorial Hospital
01.2000 - 01.2003
- Managed a team of 10 medical record professionals
- Reduced and controlled expenses by creating and implementing our own in-house release of information copy service company
- Team Building/Defined a strategy and business plan for the Billing/Finance Department for a million-dollar billing denial report/missing notes by assembling a successful medical records team to locate and copy missing reports for the payment denial report
- Employee Schedules.
Education
Skills
- Fully Remote Experienced Health Professional
- High Volume Call Center experience
- Population Health Chronic Care Mgmt
- Voted Call Center Ambassador for Belair office
- Scheduling /Registering Patients for surgeries and appointments
- Insurance verification/authorizations
- Claims/Reimbursement follow ups
- Cpt/ICD9 knowledge
- Typing speed 55 wpm
- Medical Terminology
- Data Entry
- Problem solving/Investigative abilities
- Friendly caring phone rapport and working relationship w/staff, customers, insurance co,surgeons/physicians
- Staff training and development
- Employee staffing/schedules
- Marketing w/Medstar Radiology Dept
- Chairman Customer Experience Meetings
- DOT Medically Certified
- Valid and Clean driving record
- Map reading and time conscious abilities
- Pre-trip/Post Trip Log
- Physical Stamina/Strength to lift carry and move heavy object
- Insurance Verification
- Team Management
- Patient Registration
- Customer Service
- Patient check-in
- Problem-Solving
- Multitasking and Organization
- Scheduling Diagnostic Procedures
- Registration and Admissions
- Adaptable to change
Professionalreferences
Upon request
Professionalbackground
Caring,compassionate professional with 20 years of experience in providing world class customer service for a diverse customer/patient population seeking to utilize my multifaceted work experience and talents. Critical thinking and results oriented skills with a strong attention to detail and ability to communicate effectively with a wide variety of consumers in a highly professional , friendly and understanding manner
Timeline
Lead Patient Access Specialist
Medstar Health Bel Air Medical Center
11.2017 - 02.2022
Physician Office Assistant
Wellspan Health-Urgent Care
06.2016 - 06.2017
Patient Access Specialist-Admitting/Registration Dept
Medstar Health Franklin Square Hospital
08.2006 - 05.2016
Executive Admin Assistant to Chairman of Anesthesiology
Medstar Franklin Square Hospital
07.2003 - 08.2006
Manager HIM Doctor's Workroom/Release of Information
Medstar Union Memorial Hospital
01.2000 - 01.2003
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