KISHA WATSON
Financial Clearance Representative
New York,NY
Summary
Highly motivated team player offering over 20 years of diversified experience in accounts receivable, collections and customer service. Excellent communication and problem-solving skills. Dedicated to achieving customer and company satisfaction, as well as meeting or surpassing company objectives, while working in a fast-paced environment.
Overview
25
25
years of professional experience
8
8
years of post-secondary education
Work History
Financial Clearance Representative
New York Presbyterian Hospital
New York, NY
11.2008 - Current
- Communicate with insurance companies via telephone and websites to verify patient coverage, and inquire if authorization is needed for ambulatory and/or inpatient procedures
- Pre-register patients for inpatient, ambulatory, outpatient, pain management, and endoscopy/colonoscopy procedures
- Advice insurance companies maternity admissions
- Contact patients and doctor’s offices to obtain correct insurance and demographic information
- Verify Medicare, Medicaid, and commercial insurance coverage
- Print face sheets and registration forms to admitting office in main hospital for next day procedures
- Initiate authorizations for transfer patients (from another facility to New York Presbyterian), contact case managers (if necessary) with pending authorization number and telephone number to fax patient’s clinicals for approval
- Cancellation of patient’s surgeries with scheduling department if authorizations are not approved by 10am deadline
- Verify patient’s skilled nursing facility and inpatient rehabilitation benefits for possible admission
- Processing credit card payments for patients when deposit or payment is required
- Registering direct admissions and transfer cases that come in overnight or on weekends
- Assist with providing transportation, i.e.: passing out Metro cards for Medicaid recipients or calling car service when applicable
- Completing inpatient registrations for Emergency Department admissions.
Emergency Room Registrar
New York Presbyterian Hospital
New York, NY
01.2011 - 01.2013
- Registered patients for emergency care
- Verified insurance using Medifax, Epaces, or various insurance companies’ websites
- Submitted patient’s face sheet for emergency Medicaid coverage when/if applicable
- Collected demographic information (i.e.: place of birth, religious background, emergency contact) from new patients
- Completed death certificates in New York City Department of Health’s EVERS system
- Assisted senior staff with completion of bed board
- Registered emergency cases as inpatient when applicable, labor checks, and newborns.
Program Support Assistant
Department of Veteran Affairs
Brooklyn, NY
04.2008 - 11.2008
- Communicated with insurance carriers via telephone and websites regarding status of outstanding claims
- Verified patient’s Medicare coverage so denied claims can be submitted properly
- Documented accounts of payments, deductibles, or coinsurances applied
- Closed or cancelled claims, depending on status given by insurance carrier
- Reviewed explanation of benefits for patient accounts, correcting necessary account data and performing required actions for all insurance companies (mailing MRA’s and resubmitting claims)
- Referred claims with incorrect or missing information to billing department for revision.
- Provided general program information and assistance
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff
Financial Services Representative
Verizon
New York, NY
12.1998 - 12.2007
- Assisted customers with inquiries and provided all pertinent information
- Successfully pacified hostile or irate callers, defusing possible escalation requests; helping customer retention
- Provided superior customer service and work quality while demonstrating attention to detail, flexibility and innovation in resolving problems
- Possess effective communications skills, and works well with others at all levels
- Supplied customers with payment information, bill/pay by dates, and restoration charges
- Enrolled customers into re-occurring credit card option and processed check-by-phone payments
- Responded to inbound service calls in fast-paced, high-volume call center; proven ability to handle large volume calls in a professional and courteous manner
- Identified problems and directed customers to proper departments
- Maintained and encouraged customer loyalty through courteous and efficient resolution of disputes, complaints and discrepancies
- Processed orders, maintained customer relations, as well as handled complaints and adjustments for New York State, using multiple software applications
- Oversaw 18 representatives to ensure scheduling and Risk Assessment guidelines were adhered to
- Exceeded departmental collection objectives by 20%
- Supported day-to-day customer service call center/help desk operations by processing an average of 90 orders per day for restoration/suspension of local, regional, long distance and optional services.
- Accepted and processed account payments.
- Carried out day-to-day duties accurately and efficiently.
- Actively listened to customers' requests, confirming full understanding before addressing concerns.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
Education
Certificate Program - Medical Billing
Manhattan Institute
New York, NY 01.2008 - 07.2008
Associate of Applied Science - Business & Industry Technology
Pima Community College
Tucson, AZ 01.2002 - 05.2006
Certificate Program -
Pima Community College
Tucson, AZ 01.2002 - 05.2005
Skills
Multi-line phone proficiency
undefinedTimeline
Emergency Room Registrar
New York Presbyterian Hospital
01.2011 - 01.2013
Financial Clearance Representative
New York Presbyterian Hospital
11.2008 - Current
Program Support Assistant
Department of Veteran Affairs
04.2008 - 11.2008
Certificate Program - Medical Billing
Manhattan Institute
01.2008 - 07.2008
Associate of Applied Science - Business & Industry Technology
Pima Community College
01.2002 - 05.2006
Certificate Program -
Pima Community College
01.2002 - 05.2005
Financial Services Representative
Verizon
12.1998 - 12.2007
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