Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Lisa Johnson

Redding,CA

Summary

Highly knowledgeable with wealth of healthcare experience and expertise in problem-solving. Talented in maintaining complex and comprehensive databases covering patient information. Dedicated to proactive monitoring and thorough reporting using top-notch technical abilities. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

23
23
years of professional experience

Work History

Patient Registration Specialist

Dignity Health
07.2010 - Current
  • Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
  • Answered telephone calls to offer office information, answer questions, and direct calls to staff.
  • Followed up on missed appointments with patients to reschedule and promote continuity of care.
  • Explained financial responsibilities to patients as well as payment options and potential collection procedures imposed upon patients and other responsible parties.
  • Maintained clean and organized workspaces to promote smooth operation and easy access to patient information.
  • Secured patient privacy by learning and following HIPAA regulations to keep organization compliant with relevant laws.
  • Collected payments and co-pays from customers using large variety of insurance programs, adjusting amounts based on specific plan directives.
  • Conducted quality improvement and customer satisfaction surveys to evaluate patient care.
  • Gathered demographic and insurance information to register patients for medical appointments.
  • Imaged and scanned patient and registration documentation into electronic patient records.
  • Secured confidential patient information from unauthorized access.
  • Accurately inputted patient and insurance information into company's computer system using Software.
  • Retrieved medical data for physicians and patients.
  • Studied and researched various medical terms as well as software and coding systems.
  • Resolved scheduling conflicts to avoid double-booked appointments and provider availability issues.
  • Provided counseling to help patients navigate financial assistance programs for uncovered bills.
  • Catalogued patient data in clinical databases and registries according to regulatory practices.
  • Upheld HIPAA regulations and standards for protecting patient information.
  • Verified insurance coverage to confirm patient coverage for necessary medical services.

Financial Counselor

Dignity Health
06.2018 - 01.2022
  • Engaged with attendees at fairs and public events to promote services.
  • Documented details regarding contact with patients, providers and other individuals in system.
  • Developed personal rapport with each client to maintain customer loyalty and establish long-term accounts.
  • Provided specialized financial planning support for clients with diverse portfolios and individual needs.
  • Worked with clients to develop personal recommendations for improvement of financial circumstances, reducing debt and increasing income.
  • Identified healthcare resources and programs for patients unable to meet financial obligations.
  • Educated clients on various financial matters and provided professional recommendations on investment opportunities, products, and services based on each clients' individual needs.
  • Conducted interviews with patients and family members and answered questions regarding insurance benefits.
  • Worked directly with clients to provide financial counseling and education using individualized counseling model and personal finance course.
  • Liaised between patient, doctor and insurance provider to smooth claims processes.
  • Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.

Customer Service Collection Supervisor

Advantage Receivables Management
10.1999 - 04.2010
  • Developed internal requirements and standards to minimize regulatory risks and liability across programs.
  • Conducted ongoing reviews of program financial systems to assess cost control measures.
  • Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
  • Delegated tasks to administrative support staff to organize and improve office efficiency.
  • Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
  • Interceded between employees during arguments and diffused tense situations.
  • Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
  • Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Implemented project management techniques to overcome obstacles and increase team productivity.
  • Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.

Manager, Sales and Customer Support

Advantage Receivables Management
10.1999 - 04.2010
  • Cross-trained existing employees to maximize team agility and performance.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Defined clear targets and objectives and communicated to other team members.
  • Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
  • Improved marketing to attract new customers and promote business.
  • Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
  • Managed accounts to retain existing relationships and grow share of business.
  • Resolved problems with high-profile customers to maintain relationships and increase return customer base.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Prepared sales presentations for clients showing success and credibility of products.
  • Built relationships with customers and community to establish long-term business growth.

Education

Business

Shasta College
Redding, CA

Skills

  • Reading Comprehension
  • Switchboard Management
  • Registration Services
  • Registration Processing

Built relationships with Providers and staff

Additional Information

I am currently running the MPTL (multi patient task board) which is the hub of the hospital. I work closely with patients, case managers, doctors making sure orders and insurance is correct, that they’re admitted and discharged correctly. That we have authorization for procedures, I personally get them emergency medical if they have no ins and qualify for state assistance.

Timeline

Financial Counselor

Dignity Health
06.2018 - 01.2022

Patient Registration Specialist

Dignity Health
07.2010 - Current

Customer Service Collection Supervisor

Advantage Receivables Management
10.1999 - 04.2010

Manager, Sales and Customer Support

Advantage Receivables Management
10.1999 - 04.2010

Business

Shasta College

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Lisa Johnson