Laura Douglas
Spencer,MA
Summary
Experienced manager with a proven track record of successfully directing and enhancing operations through effective employee motivational strategies and strict policy enforcement. Deep understanding of industry best practices, market trends, and regulatory requirements, ensuring compliance and driving organizational success. Talented leader with an analytical approach to business planning and a knack for day-to-day problem-solving, consistently delivering optimal results.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Manager, Revenue Cycle Management
Advocates Inc., Dba HMEA ABA Services
06.2024 - Current
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Reduced operational costs through comprehensive process improvement initiatives and resource management.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Implemented data-driven decision-making processes within the insurance billing department, supporting informed choices in resource allocation and process improvement initiatives.
- Reduced error rates in claims submissions through meticulous review and verification procedures.
- Streamlined insurance billing processes by implementing efficient workflow management strategies.
- Coordinated closely with finance departments by reconciling accounts receivable balances regularly, ensuring accurate financial reporting across both functions.
- Established strong relationships with healthcare providers, fostering open communication channels for claim resolution discussions.
- Increased revenue recovery with the implementation of effective follow-up practices on unpaid claims.
- Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
- Analyzed business processes to identify cost savings and operational efficiencies.
Insurance Coordinator
HMEA
05.2016 - 06.2024
- Communicated effectively with staff members of operations, finance and clinical departments.
- Oversaw staff that verified insurance and communicated coverage for patients.
- Oversaw staff that posted payments to accounts and maintained records.
- Managed a high volume of inbound calls, promptly resolving issues while providing accurate information on policies and procedures.
- Assisted clients with understanding complex insurance policies, effectively addressing concerns or questions.
- Prepared insurance claims for submission to clearinghouses or insurance companies.
- Oversaw staff who obtained prior authorization and precertification.
- Referenced monthly aging reports to follow up on unpaid claims and obtain maximum reimbursement.
- Analyzed data from various sources to identify patterns in claims activity, allowing for more effective prevention strategies moving forward.
- Improved operational workflows by introducing digital filing systems, significantly reducing paper use.
- Maintained up-to-date knowledge of insurance regulations, ensuring company compliance with current laws.
- Increased team efficiency with development of comprehensive training materials on insurance protocols.
- Cross-trained existing employees to maximize team agility and performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
Waitress/Cook/Expo/Prep- cook/ Hostess
Applebee’s Inc
08.2007 - 02.2019
- Assisted in maintaining preparation and service areas in a sanitary condition
- Cleaned and sterilized equipment and facilities
- Trained kitchen staff on proper use of equipment, food handling and portion size
- Responsible for all garnishes for every plate leaving the kitchen
- Managed guest checks, collected cash and processed credit cards
- Handled high-pressure situations with composure, maintaining excellent service standards even during busy shifts.
- Maintained clean and welcoming dining environment, ensuring a positive guest experience.
- Used cash registers and credit card machines to cash out customers.
- Demonstrated adaptability by quickly learning new menu items and incorporating them into knowledgeable recommendations for guests.
- Maintained clean and organized work areas at all times to bring safety and quality to food preparation process.
Executive Assistance to Vice President
HMEA
10.2015 - 05.2016
- Increased office efficiency by maintaining organized filing systems and updating database records.
- Served as an essential point of contact for internal and external stakeholders, ensuring timely responses to inquiries and effective communication between parties.
- Facilitated smooth executive transitions by training incoming assistants on procedures, responsibilities, and software tools.
- Supported decision-making processes with well-researched reports and presentations on business trends and industry developments.
- Streamlined communication for the Vice President by handling phone calls, emails, and in-person inquiries.
- Answered high volume of phone calls and email inquiries.
- Worked with multiple departments to check proper billing information.
- Assisted colleagues in resolving complex billing issues, promoting teamwork and knowledge sharing within the department.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Reviewed custom software design documents and participated in design review discussions.
- Evaluated potential third-party integrations with existing EMR software to increase functionality and streamline workflows across departments.
- Managed priorities and test activities to meet project test schedules and deliveries.
Administrative Assistant
HMEA
08.2011 - 10.2015
- Completed orientation for all new employees
- Prepared and maintained staff schedules
- Set up and maintained employees training requirements (1st Aid, CPR, CPI, Diversity etc.)
- Screened applicant resumes
- Maintain positive relationships with outside vendors
- Edited all employee manuals when changes needed to be made
Residential Counselor
You Inc. Wetzel Center
01.2009 - 02.2011
- You Inc
- Wetzel Center (2 Granite Street, Worcester, MA 01604)
- Counseled student with mental health disabilities
- Drafted summaries on each individual clients background for employees to review
- Supervised the residential and day treatment children during their classroom time
- Taught coping skills and ran groups
ABA Behavior Therapist
HMEA
08.2010 - 08.2010
- Collected and analyzed data on individual clients using ABA techniques
- Redirected poor behavior using the positive reinforcement method
- Communicated nonverbally with children to provide them with comfort, encouragement and positive reinforcement
- Reduced challenging behaviors by implementing evidence-based interventions and monitoring their effectiveness.
Education
Bachelor of Science - Business Administration
Southern New Hampshire University
Hooksett, NH10.2024
Associate of Science - Business Administration
Quinsigamond Community College
Worcester, MA12.2020
Skills
- Time Management
- Verbal and written communication
- Complex Problem-Solving
- Staff Training and Development
- Operations Management
- Customer Relationship Management (CRM)
- Performance Evaluations
- Computer Skills
- Attention to Detail
Certification
- Medical Office Certificate, Quinsigamond Community College, Dec. 2020
Volunteer
Worcester Cowboys, Youth Football
As The Team Mom I generally assisted with off field endeavors such as Team Communication, Social Media, League Communication, Fundraising, Hydration, Shade Tents, Banquets and coordinating Chain Crews.
Timeline
Manager, Revenue Cycle Management
Advocates Inc., Dba HMEA ABA Services
06.2024 - Current
Insurance Coordinator
HMEA
05.2016 - 06.2024
Executive Assistance to Vice President
HMEA
10.2015 - 05.2016
Administrative Assistant
HMEA
08.2011 - 10.2015
ABA Behavior Therapist
HMEA
08.2010 - 08.2010
Residential Counselor
You Inc. Wetzel Center
01.2009 - 02.2011
Waitress/Cook/Expo/Prep- cook/ Hostess
Applebee’s Inc
08.2007 - 02.2019
Bachelor of Science - Business Administration
Southern New Hampshire University
Associate of Science - Business Administration
Quinsigamond Community College
- Medical Office Certificate, Quinsigamond Community College, Dec. 2020
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