Loyce McDonald
Portland,OR
Summary
Ambitious and results-oriented Administrative and Operational Support Specialist with a proven track record of exceeding performance standards in customer support. Recognized for critical thinking abilities that facilitate quick and efficient issue resolution while maintaining a calm demeanor in high-pressure situations. Highly proficient in communication and adept at cultivating strong relationships with clients and team members. Core competencies include exceptional attention to detail, leadership, problem-solving, customer service, teamwork, and effective time management.
Overview
13
13
years of professional experience
Work History
Financial Counselor
Legacy Health
Portland, OR
04.2023 - Current
- Perform weekly deposits for financial counseling office.
- Accurately communicates account status to patients.
- Manage all High Dollar in-patient hospital accounts.
- Determines if patients meet OHP eligibility criteria and assists with the OHP form and enrolls patient in OHP.
- Communicates directly with physician, patients, families, payors, attorneys, clinical resource coordinators, Social workers, and Case Managers.
- Contacts patient to discuss financial arrangements for outstanding bills.
- Calculates payment options per Legacy policy, abiding by laws governing payment plans and contracts.
- Maintains a working knowledge pertaining to insurance issues, i.e., workman's comp. Medicare, OHP/Washington welfare, and commercial.
- Assists with payment arrangements.
- Verifying insurance coverage, reviewing, and validating registration and provider information.
Patient Access Representative
Legacy Health
Portland, OR
09.2022 - 04.2023
- Greets members, patients, visitors and others in courteous, direct and efficient manner.
- Obtains needed demographic, insurance, health and financial information and completed/signed forms required for services and confirmation of payment sources.
- Creates and assembles face sheets, labels, wristbands, signed forms, advance directives, physician's orders, and medical record charts; and notifies unit of patient arrival.
- Ability to maneuver through several applications including electronic medical records, Microsoft Office applications, different software, website, and databases, i.e. Epic, Noridian, OnBase, etc.
- Maintains a comprehensive understanding of the Legacy financial assistance program and provides information to patients regarding the program or directs the patient to the appropriate resource.
- Understands and adheres to EMTALA (Emergency Medical Treatment and Labor Act) guidelines.
- Completes Pre-registration for scheduled services in person, obtaining all pertinent demographic, financial information, and signatures, notifies patient of co-pay, deductible, and coinsurance.
- Enters accurate and complete information in the system and verifies insurance.
- Maintains basic knowledge pertaining to insurance issues which includes, but is not limited to Motor Vehicles, Workman's Comp, Medicare, and OHP/Washington Welfare/Medicaid.
- Understands and complies with COBRA/EMTALA, HIPAA, Joint Commissions and State Audits.
- Obtains and enters into system signatures and all regulatory and governmental required data, according to established governmental requirements and departmental procedures.
Collections Documentation Review
American Red Cross
Portland, OR
12.2012 - 09.2022
- Responsible for providing review and evaluation of collections documentation and taking appropriate actions to control blood and platelet products.
- Reviews Blood Donation Records for completeness, accuracy and legibility. Initiates appropriate corrective actions when a discrepancy is discovered.
- Provide customer service to donor's requests/inquiries.
- Build and deliver solutions that meet customer expectations; establishes and maintains effective customer relationships.
- Ensures work is completely and accurately within stated time frames and in compliance with all applicable regulations, including State and Federal, as well as AABB standards.
- Act as a liaison between customers, distribution, and inventory management teams.
- Fulfill departmental and strategies and objectives.
- Perform administrative duties, to include maintenance of files and manuals and implementation of operating procedures.
- Perform other duties as assigned.
Administrative Assistant-Donor Information Management
American Red Cross
Portland, OR
09.2013 - 01.2014
- Sending daily reports of current blood drives to other regions for review.
- Prepare records for archiving by reviewing documents for completeness (Quality Assurance).
- File and retrieve required materials, establish new folders and sections as needed, and periodically purge files of outdated materials.
- Managing inventory and assets of supplies.
- Resolve discrepancies found and notifying the appropriate staff.
Customer Assist Level 1-Donor Resources
American Red Cross
Portland, OR
12.2012 - 04.2013
- Recruit, retain and manage sponsor organizations and relationships to achieve established blood collection goals.
- Maintaining confidential donor records.
- Develop potential Sponsor leads.
- Educate Sponsor chairpersons and recruitment committees in organizational requirements.
- Provide ongoing support to Sponsors and implement appropriate special donor recruitment programs.
- Provide follow-up accurate record keeping in database (Hemasphere) and support sponsor recognition.
- Schedule and implement education programs for Sponsor contact, recruitment committees, line volunteers and volunteer tele-recruiters within assigned groups to assist in meeting collection objectives.
- Develop and apply a working knowledge of the community, its government, demographics and organizations.
- Coordinate activities with blood collections personnel to ensure a positive Sponsor and donor experience and smooth, efficient operations.
Education
ASSOCIATE OF APPLIED SCIENCE - Business Entrepreneurship and Small Business Management
MT. HOOD COMMUNITY COLLEGE
GRESHAM, OR06-2010
Skills
- Strong attention to detail
- Leadership skills
- Problem solving and critical thinking
- Communication
- Customer service
- Teamwork
- Client Relations
- Organized
- Time management
- Relationship building
Timeline
Financial Counselor
Legacy Health
04.2023 - Current
Patient Access Representative
Legacy Health
09.2022 - 04.2023
Administrative Assistant-Donor Information Management
American Red Cross
09.2013 - 01.2014
Collections Documentation Review
American Red Cross
12.2012 - 09.2022
Customer Assist Level 1-Donor Resources
American Red Cross
12.2012 - 04.2013
ASSOCIATE OF APPLIED SCIENCE - Business Entrepreneurship and Small Business Management
MT. HOOD COMMUNITY COLLEGE