Maama Ghunney
Ruckersville
Summary
Detail-oriented Patient Access Representative with extensive medical services background and strong work ethic. Managed patient-related accounts receivables at large medical facility and achieved 100% repayment rate. Excellent communications skills and empathetic nature enabled achievement of positive outcomes. Capable patient representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
20
20
years of professional experience
Work History
Associate Group Practice Manager
VA Medical Center
05.2023 - 11.2023
- Maintain oversight of clinic management, including access, veteran satisfaction, wait time measures, clinic utilization, clinic cancellations, and no-shows for
Ambulatory Care Service. - Review clinical privileges and scope of practices for accuracy. Interpret and explain new regulatory requirements, procedures and processes
- Ensure all mandatory reviews and recommendations are documented in an electronic credentialing database
- Assist with developing, coordinating and recommending changes for improvement off workflow in the program or section area
- Manage query submissions and results. Ensure that primary source verification are obtained and processed via quality control review.
- Manage staff performance by setting and adjusting short and long term policies and priorities
- Interpret and explain new regulatory requirements, procedures and processes
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Review bookable hours and ensure they are
accurately reflected in the clinic grid and are consistent with increasing provider productivity and efficiency.
Access Associate Senior
UVA Health
02.2018 - 05.2023
- Responds to inquires and various correspondence on health services issues and maintains an action file on all responses. Observes privacy requirements on the release of medical information concerning individual family members.
- Secure patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Collect and enter patient demographic and insurance data into computer database to establish patient's medical record.
- Process the funds associated with the health services account and provides an accounting for expenditures as required.
- Schedule appointments to the correct provider including all appropriate information and coordinate appointment
- Perform patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Obtain patient's insurance information and determined eligibility for benefits for specific services rendered.
- Educate patients, parents, guardians or appropriate designee on managed care process and communicates authorizations if needed and reviews potential financial obligations when appropriate.
Customer Service Specialist
Lowes Home Improvement
06.2015 - 05.2021
- Resolved concerns with products or services to help with retention and drive sales.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Reinforced established quality control standards and followed procedures for optimal customer interactions
Technician
Harland Clarke
06.2013 - 09.2014
- Maintained quality assurance and customer satisfaction objectives.
- Executed diagnostics, troubleshooting and evaluations on check computers.
- Organized work to meet demanding production goals.
- Completed job reports and logs immediately following service calls.
Administrative Assistant
Specialist Hospital
04.2004 - 11.2010
- Provided supervision of subordinate staff through the planning, assignment, and review of work
- Executed record filing system to improve document organization and management.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Scheduled office meetings and client appointments for staff teams.
- Sorted and distributed office mail and recorded incoming shipments for corporate records.
Skills
- Patient Needs Assessment and Referral
- Pre-Admission Requests
- Customer Service
- Financial Documentation
- Patient Confidentiality and Data Security
- Evaluating Quality of Care
- Registration and Scheduling
- Customer Satisfaction
- Work Quality Evaluation
- Administrative and Office Support
- Quality Standards and Protocols
- Explaining Policy and Procedures
- Providing Information and Resources
- Training Coordination
Timeline
Associate Group Practice Manager
VA Medical Center
05.2023 - 11.2023
Access Associate Senior
UVA Health
02.2018 - 05.2023
Customer Service Specialist
Lowes Home Improvement
06.2015 - 05.2021
Technician
Harland Clarke
06.2013 - 09.2014
Administrative Assistant
Specialist Hospital
04.2004 - 11.2010
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