Michele Heimbach
Selinsgrove,PA
Summary
Compassionate Patient Navigator with 10 years of dedicated experience working with Breast Cancer patients. Successful at breaking through and identifying barriers with patients and families. Educated and dependable in collaborating with members of health care team to develop medically appropriate care initiatives to assess and coordinate cancer care management for patient population. Strong analytical and data management skills to exercise clinical judgment in interactions with physicians, patients and families. Expertise in making critical decisions. Capable Patient Representative dedicated to providing superior support for patients in need. Well-versed in scheduling management functions. Excels at identifying client needs and concerns. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy with little to no supervision.
Overview
22
22
years of professional experience
Work History
Patient Navigator/Surgery Scheduling Coordinator
Evangelical Community Hospital, Breast Center
09.2013 - Current
- Serves as primary contact for cancer patients, delivering diagnosis results and coordinating additional diagnostic imaging to be completed prior to patients' cancer conference with the provider.
- Participates in case conferences with interdisciplinary teams and reviews patient progress adjusting interventions as needed.
- Supporting patients in managing their mental and emotional well-being through active listening, empathy, and appropriate referrals to specialized care providers.
- Assisting patients in overcoming barriers to care, such as transportation, language, and financial challenges.
- Streamlines communication between patients and healthcare providers for enhanced care coordination and timely treatment.
- Trains new employees on effective patient navigation techniques, ensuring continuity of care across the organization.
- Conducts ongoing assessments of patient needs, adjusting care plans accordingly for optimal outcomes.
- Participates in regular team meetings, huddles, staff meetings and quality improvement projects to improve patient care.
- Improves patient satisfaction by providing personalized guidance and resources throughout their healthcare journey.
- Coaches patients on self-advocacy.
- Communicates with medical staff and ancillary departments to eliminate barriers to delivery of care.
- Develops strategies to improve overall efficiency in the navigation process while maintaining high-quality care standards.
- Ensures seamless transitions between levels of care by coordinating appointments, referrals, insurance authorizations, and follow-up communication.
- Maintains detailed records of all patient interactions in accordance with privacy regulations and organizational policies.
- Educates patients on medical procedures, diagnoses, and treatment options to empower informed decision making.
- Serves as an advocate for vulnerable patients and assists with communication barriers, addressing disparities in access to care and treatment outcomes.
- Collaborates with multidisciplinary teams to develop comprehensive care plans tailored to individual patient needs.
- Identifies barriers when treatment goals not met, treatment plan not followed or important appointments missed and collaborates in redeveloping patient goals.
- Facilitates access to community resources for patients experiencing social determinants.
- Fosters strong relationships with local service organizations to expand available resources for patient referrals.
- Maintaines patient medical records to keep information complete and up-to-date.
- Follows document protocols to safeguard confidentiality of patient records.
- Answers incoming calls, schedules appointments for patients to conform with current treatment plan.
- Engages with patients to provide critical information.
- Verifies patient insurance eligibility.
- Responds to inquiries by directing calls to appropriate personnel.
- Works with patients on an ongoing basis to ascertain issues and make referrals to appropriate specialists.
- Offers simple and clear explanations to help clients and families understand hospital policies and procedures.
- Delivers support to medical staff in completion of patient paperwork.
- Manages high volume of incoming calls and inquiries related to surgery scheduling with professionalism and attention to detail.
- Coordinates pre-surgical testing requirements to minimize delays or cancellations on the day of surgery.
- Enhances patient experience by efficiently scheduling surgeries and managing appointment calendars.
- Contributes to the development of new scheduling protocols, enhancing overall department efficiency.
- Coordinates complex surgical cases, including multi-disciplinary surgeries, to optimize patient outcomes.
- Maintains confidentiality and compliance with HIPAA regulations while handling sensitive patient information and documentation.
- Trains new team members on best practices for surgery coordination, fostering a supportive work environment.
- Collaborates quickly and efficiently with medical teams to ensure timely scheduling of urgent and elective surgeries.
- Establishes strong working relationships with other departments involved in surgical care such as anesthesia, radiology and laboratory services.
- Implements a well-organized system for tracking surgery cancellations and rescheduling requests.
- Supports surgical department staff by proactively addressing potential conflicts in the schedule before they arose.
- Efficiently tracks OR usage for the department.
- Facilitates a positive surgeon-patient relationship by effectively managing consultation appointments.
- Reduces patient wait times with effective communication between surgeons, staff, and patients.
- Expertly manages planning, scheduling, and coordination of outpatient procedures.
- Handles telephone calls to offer office information, answer questions, and direct staff interaction.
- Performs various administrative tasks such as filing, copying and faxing documents.
- Prepares and processes patient paperwork, to include FMLA, short-term disability, medical assistance and various insurance and utility verifications.
- Frequently double-checks and updates patient histories and current information while scheduling follow-ups and other appointments.
- Receives and routes laboratory results to correct clinical staff members.
Reimbursement Technician
Enhanced Management Services, Inc.
03.2013 - 07.2013
- Performed coding and billing for ambulance trips for 200+ ambulance companies from various states.
- Ensured accuracy of input of insurance payments to claims for over 100 ambulance trips daily.
- Maintained quality assurance and customer satisfaction objectives.
- Ensured that Medicare, Medicaid and private insurance company regulations were met.
- Resolved billing complaints and inaccuracies according to protocols.
- Applied critical thinking and research to address complex issues and complaints from customers.
- Completed job reports and logged phone call information immediately following calls.
- Demonstrated adaptability when faced with new challenges or technologies, enabling quick mastery of necessary skills.
- Organized work to meet demanding production goals.
- Cultivated productive working relationships with colleagues, fostering effective teamwork within the organization.
Office Coordinator
Dental Health Associates
02.2008 - 08.2011
- Managed scheduling for multiple employees, ensuring optimal coverage during peak business hours.
- Interacted with customers by phone, or in-person to provide information.
- Provided administrative support to staff members, assisting with daily tasks as needed to promote productivity across the office.
- Worked collaboratively with office staff to maintain smooth operations and team readiness for unexpected demands.
- Maintained office supplies inventory by checking stock and ordering new supplies.
- Served as a point of contact for patients and clients visiting the office, providing exceptional customer service.
- Oversaw maintenance requests for office equipment, ensuring prompt repairs or replacements as needed to prevent downtime.
- Maintained strict confidentiality of sensitive information, upholding the highest level of professionalism at all times.
- Managed office activities by maintaining communication between staff, tracking records, and filing all documents.
- Reconciled account files and produced monthly reports.
- Improved client satisfaction by promptly responding to inquiries and resolving issues in a professional manner.
- Updated reports, managed accounts, and generated reports for company database.
- Managed office operations while scheduling appointments for entire dental office.
- Monitored front areas so that questions could be promptly addressed.
Dental Assistant
Geisinger Medical Center Dental Clinic
10.2006 - 02.2008
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Prepared patient X-rays and images for review by dentist.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Assisted dentists with complex procedures, ensuring optimal patient care and treatment outcomes.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Prepared patient x-rays and images for dentist review.
- Prepared and positioned patients for procedures, clipping dental napkins and placing patient safety devices.
- Entered patient data into computer system, adhering to strict privacy laws and maintaining high level of accuracy.
- Conducted preliminary assessments of new patients, gathering crucial information for accurate diagnoses.
- Monitored patient comfort and safety during dental procedures.
Red Cross Volunteer, Dental Assistant/Office Assistant
McGuire Air Force Base Dental Clinic
05.2004 - 09.2006
- Provided chairside assistance during examinations, improving dentist efficiency and patient satisfaction.
- Cleaned and sanitized dental tools and equipment, straightened treatment rooms, and restocked supplies to prep for next patient and maintain health and safety practices.
- Performed general chair-side duties for general dentistry, endo procedures, and oral surgery.
- Maintained a clean and sterile work environment to prevent cross-contamination and infection.
- Documented patient dental health information, medical history, and vital signs for future reference.
- Performed x-rays safely while adhering to radiation safety guidelines, ensuring high-quality diagnostic images for dentists'' evaluations.
- Created dental impressions used for diagnostics, opposing models and study casts to make crowns, bridges, and other dental prosthetics.
- Sanitized trays, instruments, and surfaces for clean dental office setting and patient safety.
- Prepared and arranged instruments, medications, and required materials for dental procedures.
- Processed all forms and documents and ensured accuracy and delivery to command supervisors.
- Successfully assisted dentist by performing four-handed dentistry and other chair-side duties.
Human Resources Assistant
McGuire Air Force Base Human Resources Office
02.2002 - 05.2004
- Efficiently managed personnel files, maintaining confidentiality while keeping records up-to-date and organized.
- Supported new hire efforts by screening resumes, scheduling interviews, and performing reference checks for prospective candidates.
- Conducted new hire orientation to verify completion of appropriate paperwork, recording information on human resources database.
- Screened applicant resumes and coordinated both phone and in-person interviews.
- Answered and redirected incoming phone calls for office.
- Created and completed personnel action forms for hires, terminations, title changes and terminations.
- Processed employee termination paperwork at direction of supervisory staff.
- Delivered friendly assistance with new hires throughout interviewing and hiring process.
- Developed strong relationships with employees through consistent communication and support, leading to increased retention rates.
- Responded to employee inquiries regarding benefits and other HR topics.
- Processed documentation for employee actions such as new hires, grievance resolutions and terminations.
- Compiled employee records from individual departments to maintain central files.
- Participated in job fairs to recruit new talent.
- Checked references for potential candidates.
- Served as Security Manager responsible for processing and tracking the status of installation records checks, state criminal history repository checks, and national agency checks for all civilian employees.
- Oversaw all Workers' Compensation and Unemployment Compensation contracts.
Education
Associate of Applied Science - Business Administration And Management
Belleville Area College
Belleville, ILSkills
- Basic Life Support
- Grief support
- Community Resources
- Medical Terminology
- Cultural Competency
- Medical Recordkeeping
- Medical Billing understanding
- Customer Service
- Attention to Detail
- Punctual and Hardworking
- Calm and Effective Under Pressure
- Caring and Empathetic
- Patient Education
- Documenting and Recording Information
- Reliability and Dedication
- Insurance verification understanding
- Communicating to Patients and Families
- Patient Confidentiality and Data Security
- Resolving Problems
- Patient documentation
- Outbound Calling
- Document filing
- Conflict Resolution
- Clerical and Filing Support
- Complex Appointment Scheduling
- Data Collection
- Administrative and Office Support
- Professional Bedside Manner
- Medical History Documentation
- Database Search and Data Entry Skills
- Building Rapport and Credibility
- Explaining Policy and Procedures
- Providing Information and Resources
- Records Management
- Schedule Coordination
- Case Management
- Patient Needs Assessment and Referral
- Multi-Line Telephone Systems
- Sterilization procedures
- Interpreting physician orders
- Interdisciplinary Collaboration
- Knowledge of Community Services and Programs
- Care Plan Recommendations
- Family Assistance
- Business Management Principles
- ICD-10 coding understanding
Timeline
Patient Navigator/Surgery Scheduling Coordinator
Evangelical Community Hospital, Breast Center
09.2013 - Current
Reimbursement Technician
Enhanced Management Services, Inc.
03.2013 - 07.2013
Office Coordinator
Dental Health Associates
02.2008 - 08.2011
Dental Assistant
Geisinger Medical Center Dental Clinic
10.2006 - 02.2008
Red Cross Volunteer, Dental Assistant/Office Assistant
McGuire Air Force Base Dental Clinic
05.2004 - 09.2006
Human Resources Assistant
McGuire Air Force Base Human Resources Office
02.2002 - 05.2004
Associate of Applied Science - Business Administration And Management
Belleville Area College