Mackenzie Beaty
Cleveland,OH
Summary
Brings proven track record of success in determining eligibility and resolving complex cases. Works professionally with clients to develop and implement successful strategies for maximizing services and benefits. Skilled in problem-solving and identifying solutions meeting clients' needs.
Overview
12
12
years of professional experience
Work History
Precertification Senior
University Hospitals
10.2022 - Current
- Resolved discrepancies with client applications to verify eligibility.
- Trained staff on current eligibility requirements and policies.
- Engaged wider departments in accurate, timely paperwork completion.
- Established databases to track, analyze and automate eligibility application processes.
- Answered phone calls and messages for physician, medical facility, scheduling appointments, and handling patient inquiries.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
Billing Specialist/Trainer
University Hospitals
07.2021 - 10.2022
- Identified, researched, and resolved billing variances to maintain system accuracy and currency.
- Worked with multiple departments to check proper billing information.
- Prepared itemized statements, bills, or invoices and recorded amounts due for items purchased or services rendered.
- Researched and resolved billing discrepancies to enable accurate billing.
- Used data entry skills to accurately document and input statements.
- Responded to customer concerns and questions on daily basis.
- Facilitated virtual, in-person and blended learning sessions.
- Conducted needs assessments to identify gaps in performance and develop targeted learning solutions.
- Built and maintained professional relationships with vendors and suppliers.
- Provided coaching and mentoring to employees.
- Developed and implemented successful onboarding program.
- Utilized variety of instructional design methodologies to create effective learning experiences.
- Developed job-specific competencies and performance standards.
Patient Service Specialist
Cleveland Clinic
12.2020 - 07.2021
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Trained new staff on filing, phone etiquette and other office duties.
- Answered incoming calls, scheduled appointments and filed medical records.
- Delivered support to medical staff in completion of patient paperwork.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Organized patient records and database to facilitate information storage and retrieval.
- Resolved customer complaints using established follow-up procedures.
Special Education Teacher
Total Education Solutions
02.2016 - 12.2020
- Taught multiple subjects to students with intellectual or emotional disabilities.
- Taught students across multiple classifications and degrees of special needs.
- Delivered effective and differentiated classroom instruction to range of neurodiverse students.
- Instructed students with physical and cognitive disabilities.
- Cultivated connections and strong student rapport to foster classroom engagement, in addition to recording student progress to inform parents and school administration.
- Modified general education curriculum for special-needs students using various instructional techniques and technologies.
- Created and managed IEPs to define student learning objectives and educational strategies, in addition to applying instructional knowledge and methods to support goals.
Call Center Manager
Plus One Communication
10.2012 - 02.2016
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Developed quality employees within call center to take over leadership positions.
- Determined quality assurance benchmarks and set standards for improvement.
- Established and oversaw performance targets for call center associates.
- Implemented innovative service strategies to improve customer experience and engagement.
- Led daily team meetings to review performance, set targets and motivate staff.
- Scheduled call center staff to meet operational needs whilst remaining under budget.
- Recruited, trained and onboarded new agents, maintaining exceptional service standards.
- Resolved escalated customer issues promptly and professionally to maintain satisfaction.
- Provided real-time coaching, guidance and feedback to customer service agents to achieve development goals.
- Analyzed customer feedback to identify improvement opportunities and develop action plans.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Improved average hold times, resolution rates and satisfaction scores through staff development.
Education
MBA - Healthcare Administration
Liberty University
Lynchburg, VA12.2020
Bachelor of Arts - Special Education
Liberty University
Lynchburg05.2018
Skills
- Conflict resolution techniques
- Insurance Knowledge
- Effective Communication
- Management
Timeline
Precertification Senior
University Hospitals
10.2022 - Current
Billing Specialist/Trainer
University Hospitals
07.2021 - 10.2022
Patient Service Specialist
Cleveland Clinic
12.2020 - 07.2021
Special Education Teacher
Total Education Solutions
02.2016 - 12.2020
Call Center Manager
Plus One Communication
10.2012 - 02.2016
MBA - Healthcare Administration
Liberty University
Bachelor of Arts - Special Education
Liberty University
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