Lakiya Brown
Philadelphia,PA
Summary
Highly skilled and enthusiastic professional with more than 10 years of experience managing operations in patient billing. Successfully streamlining and optimizing hospital billing and collections processes, budgeting, and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
19
19
years of professional experience
Work History
Patient Financial Services Supervisor
Envision Physician Services
06.2022 - 09.2023
- Supervises a staff of Patient Services who handle high volume of patient calls through the Corporate ACD system
- Monitors daily performance standards and utilizes company progressive discipline process when applicable
- Forecasts department needs and goals
- Assists managers with special projects
- Analyzes and develops improvements for staff and department
- Serves as liaison between RTI and its clients, various medical directors and vice-presidents to resolve all patient-related problems and issues
- Mentor employees, conduct performance evaluations, counsel and provide corrective actions to assigned personnel, and work to facilitate individual and team development that drives positive results
- Champion affirmative action efforts in all aspects of employment, including but not limited to staffing, training, and promotions
- Responsible for compliance with and enforcement of company/department policies and procedures.
- Administered billing functions to maintain profitability and meet compliance, quality and productivity standards.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Correspondence/RCM Supervisor
Envision Physician Services
04.2013 - 06.2022
- Managing a non-exempt staff who are responsible for processing denials and rejections received from insurance companies. This is done to resolve denial issues and receive payment
- Evaluate employee performance both qualitative and quantitative through data supplied by quality assurance programs, production reports, etc
- Identify and communicate training needs for the trainer and other management staff
- Process biweekly payroll for staff
- Manage staffing schedules to ensure timely completion of work while reducing the need for overtime
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Utilize staffing resources to address and resolve issues
- Maintain Excel A3, Tableau, WAM, and other system processes to ensure the proper completion of denial and rejection workload(s)
- Generate denial tracking and other reports as required for analysis and/or workflow purposes
- Mentor employees, conduct performance evaluations, counsel and provide corrective actions to assigned personnel, and work to facilitate individual and team development that drives positive results.
- Complied with established internal controls and policies.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
Patient Services Trainer
Envision Physician Services
02.2012 - 03.2013
- Train new hire employees on daily operations, company and departmental policies
- Update training manual with most recent procedures
- Complete bi-weekly payroll for new hire employees
- Conduct workshops as needed
- Complete monthly summary reports based on daily findings
- Communicate quality deficiencies to staff using Quality Review Form, via email or meetings
- Handle escalated patient services issues
- Monitor inbound/outbound telephone calls and review completed mail for employees
- Calculate discounts and percentages for patient satisfaction as well as contractual adjustments.
Patient Services QA
Envision Physician Services
02.2008 - 01.2012
- Review completed work for assigned employees with the Patient Services Department
- Maintain QA findings on appropriate logs
- Complete monthly reports based on daily findings and distribute to appropriate management personnel
- Identify common errors and report them to the department’s management staff, including trainer to facilitate improvement within the training process
- Help compose refresher courses for employees of Patient Services
- Conduct one-on-one training.
Enrollment Specialist
Envision Physician Services
03.2007 - 08.2008
- Work with various departments to resolve issues and provide updates affecting the clients i.e., payor table issues, par/non-par issues, claim issues, ERA/EFT issues, obtain signatures from providers, resolve EDI related issues, add new groups/providers, etc
- Conference calls with the Regions regarding new group startups
- Completed credentialing applications for providers.
- Verified eligibility for all departments and completed updates of Managed Care System.
- Communicate changes in payor regulations and provider enrollment
- Ensure RTI applications are being sent to the provider accurately and timely
- Compile detailed breakdown of held AR on a monthly basis.
- Finalized and processed enrollment applications.
Patient Services Representative
Envision Physician Services
02.2005 - 02.2007
- Handle incoming calls from patients, attorneys, insurance companies, etc. to resolve problems
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Reviewed and corrected claim errors to facilitate smooth processing.
- Assist with Patient Liaison related issues
- Understand payor and state regulations, in addition to client information
- Conduct job previews
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Resolved billing inquiries and disputes in timely fashion.
- Review and process affidavits and subpoenas
Education
Associates - Business Management
Everest University
Orlando, FL04.2012
Diploma - Business Administration
Edward Bok Vocational Technical High School
Philadelphia, PA06.2001
Skills
- Microsoft Word
- Great analytical skills
- Microsoft Excel
- Strategic Planning
- Microsoft PowerPoint
- Priority Management
- Microsoft Office Tools
- Organizational skills
- Patient Data Management Systems
- Vendor Relationships
Timeline
Patient Financial Services Supervisor
Envision Physician Services
06.2022 - 09.2023
Correspondence/RCM Supervisor
Envision Physician Services
04.2013 - 06.2022
Patient Services Trainer
Envision Physician Services
02.2012 - 03.2013
Patient Services QA
Envision Physician Services
02.2008 - 01.2012
Enrollment Specialist
Envision Physician Services
03.2007 - 08.2008
Patient Services Representative
Envision Physician Services
02.2005 - 02.2007
Associates - Business Management
Everest University
Diploma - Business Administration
Edward Bok Vocational Technical High School
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