Knekesha Crute
Richmond,VA
Summary
Experienced with managing patient accounts and resolving billing discrepancies. Knowledge of effective communication and its role in resolution.
Overview
21
21
years of professional experience
Work History
Patient Account Representative
Universal Health Services, Inc
07.2023 - Current
- Answer inbound calls from patients, insurance companies, attorneys to resolve account balances
- Generate and work monthly reports to reduce outstanding Accounts Receivable
- Review and respond to correspondence received electronically
- Adhere to HIPAA regulations during all methods of communication
Patient Accounts Lead
Universal Health Services, Inc
07.2008 - 07.2023
- Attentively monitor CMS Reporting System and assist with in-bound phone calls as needed
- Coach staff in areas that require improvement and acknowledge achievements
- Disseminate process and procedure changes to team in a timely manner
- Maintain productive working rapport with peers, senior management and on-site hospital personnel
- Monitor Kronos system on a weekly basis to ensure accurate time-keeping
- Recognize staff in a timely manner for exemplifying Service Excellence
- Review accounts and medical records to resolve complaints and/or audits escalated by representatives
- Work closely with staff to ensure resources provided are being utilized effectively and efficiently to provide one-call resolution
- Excellent communication skills, both verbal and written.
Patient Accounts Representative
Universal Health Services, Inc
06.2005 - 07.2008
- Answer in-bound phone calls from patients, responsible parties, insurance companies, attorneys
- Contacted insurance companies when necessary to resolve any discrepancies between the explanation of benefits received by subscriber/patient and remittance advice
- Effectively reviewed delinquent accounts on a monthly basis and outsourced to appropriate third-party agencies
- Escalate accounts as needed to team lead to resolve any charges disputed that could not be validated by the medical records
- Performed research to ensure accurate information was provided to callers
- Proactively reported any trending issues identified to management
- Processed written correspondence between resolving phone calls
- Resolve issues presented by callers with little to no assist from team lead or manager
- Review medical records to substantiate any disputes presented by caller regarding services billed
Education
Associate of Applied Science Degree - Medical Assistant
Commonwealth College
06.1997
Advanced Studies Diploma - undefined
George Wythe High School
06.1995
Skills
- Detail orientated
- Strong critical thinking skills
- HIPAA compliance
- Insurance verification
- Verbal and written communication
- Medical terminology knowledge
- Data entry proficiency
Timeline
Patient Account Representative
Universal Health Services, Inc
07.2023 - Current
Patient Accounts Lead
Universal Health Services, Inc
07.2008 - 07.2023
Patient Accounts Representative
Universal Health Services, Inc
06.2005 - 07.2008
Advanced Studies Diploma - undefined
George Wythe High School
Associate of Applied Science Degree - Medical Assistant
Commonwealth College