Letty Heling
West Bend,USA
Summary
Dedicated medical professional with over 30 years of experience in the healthcare field, possessing extensive knowledge of medical terminology and clinic and hospital processes. A versatile skill set includes customer service, patient care, and effective communication, ensuring a compassionate approach to patient interactions. Proficient in navigating Medicare, Medicaid, and commercial insurance systems, contributing to streamlined operations and enhanced patient experiences. Currently serving as Lead in Patient Access Services, demonstrating leadership and a commitment to excellence in healthcare delivery.
Overview
34
34
years of professional experience
Work History
Access Services Representative
Froedtert & Medical College of Wisconsin
01.2017 - Current
- Collaborated with direct supervisor to optimize employee scheduling processes. Managed correspondence to secure coverage for employee sick leave and open shifts. Facilitated effective staffing solutions to maintain operational efficiency.
- Managed timecard entries and monitored tardiness to ensure compliance with attendance policies.
- Reviewed and analyzed monthly phone call interactions of answering service representatives to enhance customer service effectiveness.
- Facilitated employee development by delivering constructive feedback and guidance for performance enhancement.
- Supported the rollout of innovative processes and protocols aimed at improving workflow effectiveness.
- Conducted interviews to evaluate candidates for operator and answering service representative roles, ensuring alignment with organizational needs.
- Managed high volume of internal and external calls from patients, clinical staff, and physicians.
- Facilitated accurate information input for after-hours answering service encounters into Epic to support timely triage by nursing staff and on-call physicians.
- Provided critical after-hours support to ensure seamless communication for Horizon Home Care & Hospice clients.
- Assisted in modifying on-call schedules using QGenda. Supported the transfer of pagers to ensure effective communication. Facilitated coordination of on-call duties among team members.
- Streamlined prescription order processing and clarification for pharmacies.
- Facilitated care coordination for nursing homes to enhance resident well-being.
- Delivered outstanding support to patients by actively listening to concerns and providing thorough explanations to alleviate stress during dynamic situations.
- Cultivated strong verbal communication skills with clinical staff, hospital personnel, and physicians.
- Utilized Epic and Spok computer and paging systems for effective coordination of operational communications.
- Compiled and delivered comprehensive reports addressing departmental issues and concerns.
- Clarified department protocols and procedures for staff, ensuring effective access and triage for RNs and on-call providers.
- Supported operational efficiency by assisting in the training and onboarding of new employees.
- Led departmental initiatives following a year of comprehensive experience and contribution.
- Led initiatives to refresh Spok platform, ensuring alignment with current user needs.
- Protected sensitive patient information to maintain compliance with HIPAA standards.
Patient Service Representative
Aurora Healthcare-Urgent Care
11.2006 - 01.2017
- Registered patients and verified insurance information. Collected payments for orthopedic lab, radiology, nuclear medicine, and urgent care services.
- Facilitated appointment scheduling across multiple departments to enhance operational efficiency.
- Facilitated coordination of follow-up care and referrals for patients.
- Managed high volume of incoming phone calls and efficiently paged providers as necessary.
- Proficient in navigating and utilizing Epic computer system functionalities.
- Oversaw collection and verification of registration and consent forms to ensure compliance.
- Cultivated exceptional organizational skills and adeptness in multitasking within high-pressure environments.
- Managed critical situations and implemented appropriate responses.
- Ensured adherence to HIPAA, OSHA, and JCAHO regulations to maintain compliance standards.
OB/GYN Clinic
Connelly Care Associates
01.1992 - 11.2006
- Executed clinic scheduling and insurance entry to ensure efficient billing and timely money collection.
- Conducted patient vitals assessments and accurately entered lab results into paper charts to ensure comprehensive medical records.
- Administered phlebotomy services to ensure accurate specimen collection for diagnostic testing.
Education
Associate of Applied Science Degree - Human Resources
Moraine Park Technical College
West Bend05-2021
Skills
- Professionalism
- Teamwork
- Problem solving
- Confidentiality
Timeline
Access Services Representative
Froedtert & Medical College of Wisconsin
01.2017 - Current
Patient Service Representative
Aurora Healthcare-Urgent Care
11.2006 - 01.2017
OB/GYN Clinic
Connelly Care Associates
01.1992 - 11.2006
Associate of Applied Science Degree - Human Resources
Moraine Park Technical College