LEIGH RENE ORTIZ
Palm Coast ,FL
Summary
To obtain a challenging position that effectively utilizes my proven abilities in the areas of EF Patient Access Trainer/Auditor, Surgical Scheduler, Pre-Access Supervisor, which will allow me to utilize my skills and acquire new abilities. Over 20 years of experience in the medical industry with strong knowledge of medical coding and terminology. Ability to convey verbal and written information, follow direction with little supervision, effectively function as a member of a collaborative team, organize and manage time effectively, setting appropriate priorities and adapt hours of availability to variable and changing needs. Ability to supervise, plan, organize and schedule patient appointments and surgeries for various physicians within the department.
Overview
20
20
years of professional experience
Work History
Imaging Scheduling Supervisor
AdventHealth Daytona Beach
2021.03 - Current
- Managed daily scheduling conflicts to reduce operational backlogs and support full shift-coverage.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Communicated scheduling changes to staff members, implementing proof-of-receipt to reduce errors.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Monitor and provided feedback to develop and implement process improvement workflow.
- Assume responsibility for daily operational needs, staffing levels, patient scheduling and resource allocation.
- Develop and maintain data bases for compatibility, accuracy, errors, and functionality.
- Investigate and follow up on system process related to patient or provider issues and preform service recovery when needed.
- Monitors mandatory education for staff.
- Training of all Radiology Schedulers and Interventional Radiology Coordinators.
- Ensure all staff members adhere to policies.
- Assist in development of new programs or services provided by Imaging Support.
- Monitors schedules daily for authorization status to assist with facilitating.
- Initiate authorizations for MRI / PET scans in a timely manner to avoid delays in care and maintain budgeted volumes.
- M
IR Referral Coordinator
ADVENT HEALTH DAYTONA BEACH
2020.03 - 2021.03
- Schedules and coordinates Interventional Radiology procedures and ensures all patients are scheduled at the next available appointment or at the patient's convenience.
- Answer a dedicated phone line for scheduling, transfer calls and relays messages as needed.
- Process all referring physician faxes for IR procedures and ensure a positive relationship with physicians and physician's office staff to increase satisfaction and referrals.
- Provide education to referring physician practices to ensure Quality Assurance and accuracy of scheduled procedures.
- Review patient orders and contact physicians offices to clarify orders, obtain new orders as needed for image guidance for CPT authorization accuracy.
- Coordinate and collaborate with Imaging Technologists, Radiologist Facilitators, Radiology RN's regarding patient status, delays, scheduling request and any other issues.
- Accurately assemble all patient information gathered from the patient or referring physician to ensure the Pre-registration function occurs in a timely efficient manner.
- Review all orders for medical necessity and radiology protocol to ensure accuracy in the appointment.
- Ensure all patient instructions and preparations are reviewed and noted in the appointment for the physician, radiology department and/or patient.
- Maintain a high level of Imaging department knowledge: Neurosurgery, Radiology and Cardiology to complete the scheduling process in a timely and efficient manner.
EF- Pre Access Trainer/Auditor/Supervisor
ADVENT HEALTH DAYTONA BEACH
2017.11 - 2020.03
- Supervise all areas of the Scheduling and Pre-Registration Department and ensure all information required based on procedures is complete and accurate.
- Ensure all staff delivers excellent customer service and that callers are greeted in a friendly, courteous manner with any assistance required.
- Manage and maintain the daily operations of the Scheduling Module including but not limited to testing and validating all system upgrades, functionality and reporting any system issues.
- Participate on the System Upgrade Implementation team when needed by testing upgrade items, system functionality and integration with other modules and help resolve any process issues.
- Oversee the Physician Authorization Program along with its staff and interact with physician offices and hospital departments to resolve issues related to the Authorization Scheduling program.
- Train new employees and/ or re-educate staff when needed and assist during department orientation.
- Create, monitor and report productivity standards and performance expectations among staff to management on a monthly basis.
- Works following Pre-registration reports daily and corrects insurance/registration errors.
- Listens in to scheduling and pre-registration calls for quality assurance and training purposes.
- Runs daily scheduling reports to ensure all encounters are completed timely with appropriate insurance mnemonics and no encounters are left without verification and/or authorizations. Verifies that orders match the service scheduled.
- Daily listing of Registration Reports to ensure no dashes or spaces in policy numbers and that all patient birthdates are entered.
- Report to ensure suffix and prefixes are entered on all Medicare policy numbers in registration. Patients by Financial Class to ensure all Blue Cross insurances are registered with correct mnemonic and all insurances that require authorizations have been completed.
- Re occurrence codes and employment information is entered correctly with proper dates for billing.
- Report to make sure all insurance under other insurance mnemonic has proper billing information entered.
- Medicaid with WebMD to make sure we have proper Medicaid, policy number and authorization entered on all Medicaid Registrations.
- Ensure all PPO is entered correctly and other audit reports as created.
- Ensures Insurance requirements and authorizations are obtained to guarantee proper reimbursement. Possess knowledge of Insurance Companies and their requirements for out-patient procedures and testing. Knowledge of on-line verification systems including but not limited to Availity, WebMD and United Healthcare. Medical Necessity training and understanding
- Complete understanding of LMRP software programs. Ability to train staff on Medical Necessity requirements.
- Knowledge of CPT and ICD-10 manuals and complete New Hire Training and Staff in-services.
- Update and compile training material for all registration staff and provide a two week hands-on training programs with all new registration staff in a classroom setting on Pre Access policies, Cerner and Series entry and registration processes.
- Complete new hire testing of competencies and complete 2 month follow up with all new hires for additional training requirements.
- Meet with Registration Supervisory staff to ensure new hire competencies are at meeting department demands. Provide training to registration staff outside of the Pre-Access Registration Department.
- Completed continuing education to all registration staff and outside registration staff.
Centralized Scheduler
FLOIRDA HOSPITAL MEMORIAL MEDICAL CENTER
2017.06 - 2017.11
- Maintain established performance levels as identified by department.
- Utilize phone system and maintain service level and abandonment rate goal that is consistent with department goals. Available to take calls, at all times while logged on phone system maintaining a minimum status of inactivity.
- Enter accurate information in required systems. Update and/or corrects errors or mistakes found in system to expedite patient care.
- Carefully and courteously handles customer interactions in a way that preserves patient satisfaction for Florida Hospital.
- Reports errors and mistakes found in system to direct supervisor to promote education, coaching, and training opportunities of others.
- Adhere to policies, procedures, and standards. Use discretion when discussing patient-related issues that are confidential in nature, and acts accordingly.
- Schedule patients efficiently and strives to fill customer requests on first call.
- Obtain necessary scheduling, demographic, insurance, and clinical information to schedule, cancel, or reschedule events by calling the physician office, department, or a scheduling supervisor with a minimum of call transfers or callbacks.
- Use good judgment in ending call before completion and calls customer back at an agreed upon time if an additional call is required to complete the customer's request.
- Use time wisely and avoids unnecessary or repetitive tasks that may impact department goals.
- Complete data entry for patient charges in a timely and accurate manner and follow up with appropriate staff to complete any missing information on the patient care record.
- Deliver excellent customer service through utilizing a pleasant tone of voice along with a friendly and helpful attitude, while keeping conversation focused on the customer.
- Handle calls promptly and efficiently. Build customer loyalty through exceptional listening, relationship building, and strong written and verbal communication.
- Research options in order to accommodate best time and location for patient, as well as acceptance of insurance.
- May call physician office or department to obtain information necessary to schedule events. Attempt to resolve customer issues before escalating calls to direct supervisor, or as directed. Communicate with clinical staff/management regarding questions on procedure booking. Notify Specialty Coordinators of cases with specific needs. ·
- Maintain skill level and knowledge by reading scheduling updates, attending training sessions, and completing study materials provided by the department.
- Participate in customer service workshops and seminars.
- Complete customer service exercises and lessons as recommended and/or provided by direct supervisor and/or department management/leadership.
- Complete department-specific competencies with a score that meets department standards and expectations. Respectful of co-workers and offers assistance as needed to help others complete assigned tasks.
- Participate in activities that promote camaraderie and a friendly workplace. Attends regularly scheduled department meetings and other Florida Hospital events as required.
- Readily voice concerns and problems to direct supervisor and/or department management/leadership.
Office Manager
ISLAND DOCTORS
2016.04 - 2017.02
- Greet patients and visitors and control the patient check in / check out process.
- Answer telephones and direct patient calls appropriately.
- Schedule patient office, radiology and specialist appointments, as needed.
- Verify the patients insurance benefits and collect patient copays at time of service.
- Submit Referrals with appropriate ICD-10 and CPT codes to the specialist office as needed.
- Review insurance authorizations and facilitate communication between the patient and specialist. Provide any documentation required by the specialists.
- Assign the ICD-10 code / CPT code to the office visits appropriately for billing purposes.
- Enter charges into Medware Medical Software for electronic billing and address all needs as requested by the patients file medical records. Complete medical forms as needed by patients.
- Monitor medication and yearly health screenings as required per patient.
Front Office Coordinator
ST. JOHN VEIN CENTER
2015.02 - 2016.04
- Greet patients and visitors in a courteous and friendly manner.
- Screen calls, arrange appointments and referrals. Prepare new records, files and maintain records while typing correspondence, reports, memos and forms as requested by physicians.
- Prepare billing packets of each day for the billing department, perform insurance verifications, take clear and concise phone messages.
- Schedule and confirm appointments daily, collect co-pays, deductibles and inquire on previous balances and create new patient packets and charts.
- Copy medical information as requested following proper procedures by maintaining order and file charts. Distribute incoming reports, correspondance and files in patient charts for the next day.
- Cross train to perform back office duties when needed.
Surgical Scheduler
UPPER CHESAPEAKE HEALTH
2011.01 - 2014.05
- Schedule and coordinate surgical procedures allowing adequate time for each procedure based on history and preferences/surgeon request.
- Coordinate available surgical time taking into account patient and surgeon availability, block time and other scheduling factors (ie: resource availability) Communicate special equipment or resource effectively and refer conflicts to Office Manager.
- Schedule patient appointments and prepare medical records and billing information prior to the patient being seen by the physician.
- Greet and direct patients and visitors effectively and courteously. Prepare patients chart, make sure all paperwork is signed and referrals are present before patient is seen by the doctor.
- Under limited supervision, distribute patient schedule to the required physician for any surgical procedures necessary.
- Collect co-pays and overdue balances from patient and deposit payments in bank as needed. Post payments through insurance and patient and send statements out on a daily basis.
Administrative Associate
CHRISTIANA CARE HEALTH SYSTEMS
2003.09 - 2011.01
- Handle all official company correspondence and type all office documents including being responsible for new employee training.
- Manage the scheduling of patient appointments in Centricity as well as all the scheduling for patient procedures.
- Prepare all office and hospital billing for billing representative and ensure that the correct ICD 9 and CPT codes are obtained for proper authorization.
- Ensure that all patients have referrals in place for their office visits and obtain pre-certifications for procedures when required.
- Maintain current information in the patients EMR. This includes but is not limited to scanning of incoming correspondence into Centricity.
- Maintain the doctor's outlook calendar for meetings, training, operations, office visits, call schedules and various responsibilities with the residency programs.
Education
High School Diploma -
Solanco High School
Quarryville, PA06.1998
Skills
- All applications in Microsoft and experience in the following EMR systems: Epic, Vyne, NextGen, Centricity, Navinet and Meditech.
- Excellent knowledge of medical terminology, Imaging scheduling / authorizations and terminology of diagnostic testing and procedures
- Excellent customer service and communication skills to deal with patients from infants through geriatric age groups
- Ability to work under pressure and communicate well with people in personal contacts and on phone.
- Can effectively act as a liaison between patients and physicians.
- Can be trusted with confidential information.
Timeline
Imaging Scheduling Supervisor
AdventHealth Daytona Beach
2021.03 - Current
IR Referral Coordinator
ADVENT HEALTH DAYTONA BEACH
2020.03 - 2021.03
EF- Pre Access Trainer/Auditor/Supervisor
ADVENT HEALTH DAYTONA BEACH
2017.11 - 2020.03
Centralized Scheduler
FLOIRDA HOSPITAL MEMORIAL MEDICAL CENTER
2017.06 - 2017.11
Office Manager
ISLAND DOCTORS
2016.04 - 2017.02
Front Office Coordinator
ST. JOHN VEIN CENTER
2015.02 - 2016.04
Surgical Scheduler
UPPER CHESAPEAKE HEALTH
2011.01 - 2014.05
Administrative Associate
CHRISTIANA CARE HEALTH SYSTEMS
2003.09 - 2011.01
High School Diploma -
Solanco High School
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