Mechelle Eady-Ceasar
Jacksonville,FL
Summary
A dedicated and accomplished healthcare professional with a proven track record in managing and optimizing desk operations, patient appointments, and financial counseling within prestigious medical institutions. I possess expertise in software, hardware, network support, as well as electronic health records (EHR) integration. Additionally, I am skilled in ensuring the financial health of organizations through meticulous billing management. I am also adept at enhancing user experience through page design concepts. Known for effective team leadership, client outreach, and performance optimization. Proficient in insurance protocols, billing procedures, and collections operations. I have extensive experience in staff management, training, and recruitment.
Overview
9
9
years of professional experience
Work History
EHR Support Analyst-Information Technology Support
Mental Health Resource Center, MHRC
04.2023 - Current
- Proficiently assist users with a wide range of software, hardware, and network issues, ensuring minimal disruptions to operations
- Provide comprehensive EHR clinical support through the use of Smartcare, ensuring the seamless integration of electronic health records into daily clinical workflows
- Efficiently manage service follow-up communications, confirming the successful resolution of customer service requests through meticulous email and phone correspondence
- Demonstrate proficiency in page design concepts, skillfully blending arrangement, style, and aesthetic elements to meet predetermined preferences, enhancing user experience
- QA test cases and scripts for software maintenance
- Assess application gaps and updates at development, testing, and quality assurance stages
- Author and organize efficient manuals for test cases and fixes.
Desk Operations Supervisor of Executive Health
Mayo Clinic
01.2021 - 03.2022
- Effectively managed a team of 10 patient appointment schedulers, ensuring seamless coverage of patient appointments and financial requirements
- Assisted in the management of 4 Executive Health Medicine Physicians, contributing to the delivery of preventative medicine services
- Initiated proactive client outreach efforts and meticulously documented client correspondence within the CRM system
- Significantly boosted company profits through the implementation of performance optimization strategies and efficiency enhancements
- Utilized Tableau to closely monitor weekly and future OPVs (Outpatient Visits) to meet departmental goals.
- Collaborated with cross-functional leadership teams, overseeing projects aligned with organizational strategy and ensuring interconnected revenue development and operational plans.
Patient Financial Counselor
Mayo Clinic
01.2019 - 01.2021
- Oversaw daily collections operations, providing leadership and training to a high-performance team
- Ensured adherence to insurance protocols by verifying eligibility, benefits, obtaining pre-certifications, and executing billing procedures as directed
- Conducted thorough insurance coverage verification via phone and online methods to ensure proper reimbursement of benefits and estimate patient financial responsibilities
- Managed receivable collections, including pre/post-service billings and package billings, while proactively addressing payer issues, collaborating on payer appeals, and securing timely payments
- Negotiated settlements and payment plans, demonstrated proficiency in coding diagnostic and treatment procedures, and liaised with healthcare professionals to ensure accurate billing and insurance authorizations.
Desk Operations Front Desk Supervisor
Mayo Clinic
05.2018 - 01.2019
- Led a team of 24 professionals, including Schedulers, Patient Service Specialists, and Patient Appointment Specialists, responsible for supporting multiple departments such as CGE, DERM, SPINE, NEPH, ALGY, and INFD
- Ensured daily management of staff operations to uphold patient safety and satisfaction while collaborating closely with Operations Administrators to meet departmental requirements
- Spearheaded the optimization of electronic health record systems to enhance service delivery for both healthcare providers and patients
- Demonstrated expertise in the Epic system, serving as a Topic Expert, and conducted comprehensive training sessions for staff, encompassing all aspects within the Cadence module.
Desk Operations Staff Hiring Supervisor
Mayo Clinic
05.2017 - 05.2018
- Oversaw a team of 21, including 11 Desk Operations Float Pool staff and 10 Contractors, providing leadership and guidance
- Managed the scheduling and operations of critical departments, including the Pain Clinic, AIC, POE, and PT departments
- Spearheaded recruitment efforts, ensuring the hiring of qualified personnel for desk operation roles, collaborating closely with Operations Administrators
- Developed and executed strategic project plans to achieve business objectives, maintaining effective communication with administrators, doctors, nurses, and supervisors to ensure seamless day-to-day operations.
- Collaborated with HR on hiring and onboarding staff, managing onboarding documents, and payroll oversight.
- Managed onboarding and offboarding of employees.
Desk Operations Assistant Supervisor
Mayo Clinic
05.2016 - 05.2017
- Designed and conducted educational, communication, and training sessions for colleagues and staff within the desk/scheduling department
- Effectively managed a team of 11 employees within the Desk Operations Float Pool and oversaw 10 Contractors
- Provided supervision to the Pain Clinic, AIC, POE, and PT departments, overseeing Desk Operations Schedulers, Patient Service Specialists, and Patient Appointment Specialists
- Spearheaded the recruitment and hiring of staff for the desk operation departments, ensuring seamless scheduling and rooming operations.
Patient Service Specialist/Appointment Scheduler
Mayo Clinic
03.2015 - 06.2016
Education
Masters In Healthcare Administration: International Business -
Colorado State University-Global Campus
Colorado, United States11.2023
Bachelor of Science: Healthcare Administration And Management -
Colorado State University-Global Campus
Colorado, United States10.2021
Associate of Arts -
Florida State College
Jacksonville, FL01.2017
Skills
- Application support
- Customer Relationship Management
- Helpdesk operations
- Familiarity with SQL
- Project Management
- Data Analysis
- Performance monitoring
- Organizational Management
- Implementation Management
- Implementation Management
- Revenue Generation
- Recruiting Coordination
Professional Highlights
- Ensured strict adherence to insurance protocols, verifying eligibility and obtaining pre-certifications with a 100% compliance rate.
- Maintained accurate patient records and updated information within EHR systems with a 99% accuracy rate, ensuring data integrity.
- No Show rate for Mayo Clinic Jacksonville, Florida down to 2.7% from 3.6% by utilizing text messaging for appointment reminders
- Provided comprehensive support to users and clients, achieving a 95% patient experience satisfaction rate through efficient issue resolution and proactive client outreach.
Accomplishments
- Quality Academy Mayo Quality Fellows Certification – Bronze
- Quality Academy Mayo Quality Fellows Certification – Silver
- 100% Staff Satisfaction Sirota Survey
Timeline
EHR Support Analyst-Information Technology Support
Mental Health Resource Center, MHRC
04.2023 - Current
Desk Operations Supervisor of Executive Health
Mayo Clinic
01.2021 - 03.2022
Patient Financial Counselor
Mayo Clinic
01.2019 - 01.2021
Desk Operations Front Desk Supervisor
Mayo Clinic
05.2018 - 01.2019
Desk Operations Staff Hiring Supervisor
Mayo Clinic
05.2017 - 05.2018
Desk Operations Assistant Supervisor
Mayo Clinic
05.2016 - 05.2017
Patient Service Specialist/Appointment Scheduler
Mayo Clinic
03.2015 - 06.2016
Masters In Healthcare Administration: International Business -
Colorado State University-Global Campus
Bachelor of Science: Healthcare Administration And Management -
Colorado State University-Global Campus
Associate of Arts -
Florida State College
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