Lauren Scott

• Enhanced program visibility by creating targeted marketing materials and utilizing social media platforms.
• Served as provider/practice liaison, responsible for connecting community physicians, healthcare organizations and medical groups with resources for mental health services.
• Collaborated with mental health professionals to ensure patients received appropriate services and resources.
• Maintained strict confidentiality of patient information, adhering to HIPAA guidelines and company policies.
• Provided excellent customer service to patients, family members, and practice providers during the intake process.
• Developed strong relationships with referral sources, resulting in increased referrals for services provided by the organization.
• Resolved issues related to insurance authorizations or benefit details, minimizing delays in service provision.

• Performs platform user setup and security access level support
• Performs basic system research in troubleshooting and resolving issues reported by Operations. Follows standard departmental practices and procedures in research where answers can be readily obtained in seeking solutions.
• Performs basic set-up and maintenance which are semi-routine in nature; data integrity check/review
• Test and performs QA activities on basic system settings/changes
• Performs basic research & resolution on user technical support tickets
• Other duties as assigned

• Filing reimbursement for Division staff/faculty as needed
• Managing Department/ Provider calendars (tracking time off, scheduling various meetings/evaluations)
• Assists with conducting interviews for new Administrative Candidates
• Scheduling Zoom invites as needed
• Room Reservations
• Submitting payroll adjustment requests as necessary
• Maintaining record of CME funds for each provider
• Designated Department Safety Officer
• Coordinates outgoing mail/medical records
• Scheduling patients
• Responding to clinic pool messages/requests
• Answering phones
• Designated CBISA (Community Benefit) reporter
• CC/OPAT Data entry
• Distribution of outgoing faxes
• Template Maintainence/Building
• Work Orders, IT requests
• Ordering Lab Coats

• Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
• Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
• Updated patient and insurance data and input changes into company computer system.
• Followed specific security rules and guidelines to protect patient medical records and payment card information.
• Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.
• Performed verification of Medicare coverage.

• Warmly greet every patient with eye contact, a smile, and a positive statement
• Attentively register new and existing patients as they arrive, offering them information as necessary to ensure they know what to expect during their visit
• Thoughtfully schedule patient appointments in person or over the phone by showing empathy for their needs and limitations
• Carefully conduct insurance authorizations and verifications
• Collect co-pays from patients with attention to detail
• Offer a fond farewell, providing any pertinent information about their next appointment
• Respond to requests for information from patients, providers, and coworkers in a timely manner and with a positive attitude
• Show you are a team player who is committed to excellence by assisting your peers with general clinic maintenance and upkeep
• Live the Select Medical Values in every interaction, every day

• Interacts with third party payors on daily or as needed basis for benefit verification and precertification
• Administers the mission, vision and values of PT Solutions to new employees
• Displays customer service skills that are representative of PT Solutions expectations in all interactions
• Assist in development, implementation, and monitoring of training programs within the organization
• Conducts interviews for candidates and assists in composing offer letters for new hires.
• Assist in creation of Training materials for any new acquisitions or integration of new or current processes.
• Produces forms, database management, spreadsheet outline, presentations and other materials in
• Appropriate Microsoft products including but not limited to Word, Excel, Outlook, and PowerPoint
• Provides as model for other front office personnel for training, customer service skills, accounts management,
• And cash management
• Organize and update patient records, as it relates to patient intake, registration, scanning, and account documentation
• Replicate the PT Solutions ideal standard of clinic environment
• Understand Payor expectations for billing, reimbursement, credentialing, audit
• Educates staff on proper reconciliation and accurate data entry for reporting measures, and reviews related processes and procedures
• Attend/participate in scheduled reporting phone calls, meetings, internet reporting
• Ensure that knowledge of business practices are taught to clinical and administrative staff
• Ensure compliance of staff with compliance programs
• Contribute and assist with updates and maintenance of clinic policy and procedure manuals
• Participate in project and process development and implementation, providing guidance and support to district staff
• Perform scheduled clinic and patient record audits and outcome reporting
• Provide daily, weekly, monthly reporting as required by supervisors/PT Solutions
• Able to offer clinic coverage when needed and provide support as the region demands
• Involved in front office coverage, including travel within their designated region
• Participate in orientation of employees, helping to further educate staff on PT Solutions expectations, mission, vision, and values
• Identifies, develops and maintains customer relationships and conducts programs to support the marketing strategy
• Works to reduce patient/client no-show and cancellation
• Develop relationships to engage new employees in stability of practice while undergoing immense change
• Perform other duties or special projects as assigned
• Availability to travel nationally

• Coordinating patient evaluations and treatment: includes new patient registration and insurance verification
• Delegating patient placement
• Verifying patients insurance benefits, keeping track of policy updates and Medicare caps
• Proficient in medical software used for patient charts
• Liaised effectively with patients, doctors and staff members in: assessing medical charts and promoting high level of communication and interaction and in the coordination of authorizations and referral submissions
• Troubleshot and resolved complex customer service issues to enhance patient and family experience.
• Planned and implemented programs for health care or medical facilities supporting personnel administration and training.
• Assessed need for additional staff, equipment and services based on historical data and seasonal trends and followed appropriate recruiting/purchasing protocols.
• Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
• Maintained awareness of government regulations, health insurance changes and financing options.
• Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
• Trained new medical and facility staff on scheduling systems and company customer service culture.
• Assured regulatory compliance and professionalism across patient service.
• Assists in marketing/networking strategies to promote home clinic within community
• Supervising front office operations of administrative staff in region
• Tracking/analyzing data and trends to run metrics and target weak areas to promote growth to regional capacity and make improvements in front office operations

• Consistently followed all required protocols for scheduling spa appointments, offered appointment information updates to guests in a polite and courteous manner, called clients to confirm upcoming appointments
• Communicated effectively with management concerning important customer issues, facility issues/concerns, communicated any relevant schedule changes to the spa supervisor
• Promptly attended to guest needs and inquiries regarding facility/company services
• Handled guest complaints calmly and professionally
• Followed the pre-assigned opening and closing procedures for each spa station
• Maintaining the day-to-day operations of a successful day spa
• Exceptional customer service and communication skills; expertly addresses customer inquiries both in person and over the phone
• Assisted monthly in using tracking/using data to develop marketing strategies to increase facility traffic and build clientele base for service technicians