LETANYA MILLER
Gilbert,AZ
Summary
Dynamic Business Office Associate with a strong background in patient financial services, skilled in leading teams to meet accuracy and collection targets. Proven track record of improving processes that enhance patient satisfaction and operational efficiency. Adept at resolving complex issues and ensuring optimal patient flow in high-volume settings.
Overview
30
30
years of professional experience
Work History
Senior PFS Representative
Banner Health
Phoenix, AZ
08.2023 - Current
- Provided leadership and training to Patient Financial Services Representatives, acting as a knowledge resource for internal customers. Served as primary resource in complex and sensitive cases while overseeing patient flow and assigning duties to staff to maintain optimal operations. Resolved employee and patient issues during shifts and communicated concerns to supervisor for follow-up. Trained new hires and internal transfers, providing ongoing guidance to ensure success.
- Collaborated with physicians, clinical and hospital staff, nursing, and Health Information Management Services to resolve outstanding issues and patient concerns, focusing on meeting patients' financial service needs.
- Managed multiple applications and maintained structured work routines in a fast-paced, high-volume environment. Exercised independent decision-making and sound judgment to prioritize work, ensuring timely and appropriate patient care. Retained and applied extensive knowledge of changing payor information to optimize reimbursement for services.
- Performs pre-registration/registration processes, verifies eligibility and obtains authorizations submits notifications and verifies authorizations for services. Verifies patient’s demographics and accurately inputs this information into A/D/T system, including documenting the account thoroughly in order to maximize reimbursement and minimize denials/penalties from the payor(s). Obtains federally/state required information and all consents and documentation required by the patient’s insurance plan(s). Must be able to consistently meet monthly individual accuracy goal as determinedd by management.
- Verified insurance benefits details, Collects patient responsibility based on estimates at the time of service or during the pre-registration process. As assigned collection attempts may be made at the bedside. Must be able to consistently meet monthly individual collection target as determined by management.
- May provide financial counseling to patients and their families. Explains company financial policies and provides information as to available resources, offers and assists patients with applying for Medicaid. Assists patients with completing all financial assistance programs (i.e.: basic financial assistance, enhanced financial assistance, prompt pay discount, loan program).
Lead Business Office Associate
Raymond P. Roffi MD PC
Chandler, AZ
06.2018 - 08.2024
- Daily answering telephone in a high-volume Orthopedic Surgery office, scheduling/rescheduling and canceling appointment
- Verified patient insurance benefits before clinic visits
- Conducted insurance verification and pre-certification and pre-authorization functions.
- Conducted insurance verifications to confirm patient eligibility for coverage and completed referrals to specialists and Hyaluronic acid prescription medication, ensuring patients received necessary care.
- Initiate peer to peer request on denied authorizations
- Work together with physicians on patient follow up and troubleshooting
- Provides ongoing communication with clinical staff regarding patient status
- Collect all office visit co-payments at the time of visit
- Work closely with back office staff and physician
- Complete all patients orders requested submitted from physicians
- Coordinated scheduling of patient appointments via phone and in person to enhance operational efficiency and improve patient access.
- Secured patient information and maintained confidentiality by completing and safeguarding medical records, fostering patient trust.
Business Office Clinic Supervisor
Ascension, 's Family Medicine
Columbia, St. Mary
05.2015 - 08.2017
- Supervises day-to day clinic operation
- Trains, coaches and evaluates assigned staff
- Participates in hiring and termination procedures
- Applied progressive discipline to manage staff behavior
- Establishes staffing pattern with physician schedules
- Developed and implemented performance improvement projects enhancing care quality, patient satisfaction, and overall outcomes
- Implements goals, standards and objectives which directly support the strategic plan and vision of the practice
- Supported achievement of financial targets through strategic initiatives to enhance productivity and optimize costs
- Collaborated with non-CSM hospitals to streamline EHR documentation and facilitate accurate billing for services provided by CSM physicians.
Business Office Lead/Referral Coordinator
Ascension, 's Family
Columbia, St. Mary
09.2013 - 05.2015
- Adjusted patient scheduling for physicians to optimize appointment availability and patient flow
- Managed authorization requests for patient procedures
- Conducted insurance verifications for patient eligibility and completed referrals to specialists
- Initiated peer-to-peer request on denied authorizations
- Addressed physician and patient concerns to ensure timely resolution and satisfaction
- Led weekly team meetings to enhance communication and collaboration within the team
- Assist CSRs when short-staffed
- Trainer for GE/IDX scheduling system
- Worked together with physicians on patient follow-up and troubleshooting
Customer Service Representative
Columbia-St. Mary's Family Medicine
Milwaukee
09.2012 - 09.2013
- Assessed customer needs quickly to provide appropriate assistance.
- Handled challenging phone calls professionally, ensuring customer concerns were addressed with care.
- Collects and enters all necessary demographic, clinical, and insurance information from patients or responsible parties
- Verified patient insurance benefits before clinic visits
- Determines and accepts required payments, including co-pays and deductibles
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
- Incorporated outside records into charts and EHR.
- Participated in team meetings to improve workflows and contribute to improving patient population outcomes.
- Built collaborative relationships with staff and management to improve teamwork and service delivery.
- Identified improvement areas and presented recommendations to decision-makers for effective changes.
- Provides ongoing communication with clinical staff regarding patient status
Case Manager Associate
Columbia-St. Mary's Family Medicine
Milwaukee
04.2003 - 09.2012
- Assessed patients and processed Medicaid applications to ensure access to necessary healthcare services.
- Verified patient eligibility for Medicare and Medicaid, facilitating access to insurance benefits. of insurance benefits including Medicare/Medicaid coverage
- Managed client case files, conducting education, resource assessments, and linkage to services.
- Provide initial assessment of families according to State protocol
- Lead group meetings on nutrition and prenatal care for patient education
- Assist patient with transportation services through their insurance
Prenatal Care Coordinator
Columbia-St. Mary's Family Medicine
Milwaukee
10.1996 - 04.2003
- Managed prenatal patient case load before and during delivery to enhance maternal and infant health outcomes
- Conducted home visits for prenatal patients to promote a safe and healthy environment for mothers and infants
- Educated patients on nutrition and prenatal care to foster informed health choices
- Led group meetings on nutrition and prenatal care for patient education
- Conducted pregnancy tests to determine patient status
- Answer telephone calls and gather information necessary to assist caller and follow through on all messages to the point of completion and patient satisfaction
Education
Understanding the Effects of Alcohol Exposure -
Milwaukee County Behavioral Health Division
01-2007
Perinatal Nutrition Symposium Training -
Wisconsin Department of Health & Family Services Division of Public Health
01-2006
Sexually Abuse Children Training -
UWM-Extension
01-2005
Advance Health Care Planning Facilitator -
Respecting Choices
01-2004
Home Visitation Training -
UWM
01-1999
Nutrition Training -
UWM-Extension
01-1997
High School -
North Division High School
01-1990
Skills
- Medical terminology
- NextGen EHR
- GE/IDX
- Cerner MS4
- Greenway software
- Microsoft Office
- Outlook
- Customer service
- Customer satisfaction
- Effective communication
- Team collaboration
- Staff development
- Adaptability in fast-paced environments
- Independent work
Timeline
Senior PFS Representative
Banner Health
08.2023 - Current
Lead Business Office Associate
Raymond P. Roffi MD PC
06.2018 - 08.2024
Business Office Clinic Supervisor
Ascension, 's Family Medicine
05.2015 - 08.2017
Business Office Lead/Referral Coordinator
Ascension, 's Family
09.2013 - 05.2015
Customer Service Representative
Columbia-St. Mary's Family Medicine
09.2012 - 09.2013
Case Manager Associate
Columbia-St. Mary's Family Medicine
04.2003 - 09.2012
Prenatal Care Coordinator
Columbia-St. Mary's Family Medicine
10.1996 - 04.2003
Understanding the Effects of Alcohol Exposure -
Milwaukee County Behavioral Health Division
Perinatal Nutrition Symposium Training -
Wisconsin Department of Health & Family Services Division of Public Health
Sexually Abuse Children Training -
UWM-Extension
Advance Health Care Planning Facilitator -
Respecting Choices
Home Visitation Training -
UWM
Nutrition Training -
UWM-Extension
High School -
North Division High School