Summary
Overview
Work History
Education
Skills
Websites
References
Certification
PI
Work Preference
Software
Timeline
Generic

Michelle Durbin-Henry

Belton,MO

Summary

I would like to obtain a position with which I am able to utilize medical billing skills, credentialing skills and software knowledge. Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Office Manager

Genesis Pain Clinic
08.2021 - Current
  • Post charges/demographics, Create new accounts.
  • Obtain pre-authorizations, Create Claims, Submit claims to clearinghouse.
  • Compile any requested data to show trends and areas that require improvement
  • Audit billing procedures and enlist process changes, Answer employee and patient questions.
  • Create Process Documentation and guidelines
  • Do follow up on aged accounts billing software to perform at most efficient level possible, adding new procedure codes.
  • Post payments, including ERA’s.

Office Manager

Restorative Brain Clinic
07.2018 - 08.2021
  • Post charges/demographics.
  • Obtain pre-authorizations, Submit claims to te clearinghouse.
  • Compile any requested data to show trends and areas that require improvement.
  • Audit billing procedures and enlist process changes.
  • Create Process Documentation and guidelines.
  • Do follow up on aged accounts.
  • Update billing software to perform at most efficient level possible, adding new procedure codes.
  • Post payments, including ERA’s.
  • Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
  • Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
  • Maintained computer and physical filing systems.
  • Updated reports, managed accounts, and generated reports for company database.
  • Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
  • Created, maintained and updated filing systems for paper and electronic documents.
  • Developed and maintained successful relationships with vendors, suppliers and contractors.
  • Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
  • Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
  • Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
  • Managed office operations while scheduling appointments for department managers.
  • Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
  • Streamlined office operations by implementing efficient filing systems and organizational strategies.
  • Assisted in recruitment process, conducting interviews and onboarding new employees to promote seamless integration into team dynamic.
  • Served as liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
  • Coordinated special projects and managed schedules.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
  • Controlled finances to lower costs and keep business operating within budget.
  • Coached new hires on company processes while managing employees to achieve maximum production.
  • Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
  • Developed comprehensive policy manuals outlining procedures and guidelines, contributing to well-organized workplace culture.

Senior Learning and Development Specialist

Physician Office Partners
07.2015 - 07.2018
  • Train all new hires in every position within company.
  • Train on every software used within company.
  • Do follow up on old accounts.
  • Post charges/demographics.
  • Compile any requested data to show trends and areas that require improvement.
  • Audit billing procedures and enlist process changes.
  • Create Process Documentation and guidelines.
  • Assist billing staff with daily questions about medical billing or software issues.
  • Update billing software to perform at most efficient level possible, adding new codes, fee schedules or physicians.
  • Post payments, including ERA’s.
  • Established strong relationships with external partners to source relevant industry-specific trainings on a regular basis.
  • Increased employee retention rates by developing engaging onboarding and orientation processes.
  • Evaluated training program effectiveness, adjusting content as needed to maximize learning outcomes.
  • Developed a library of instructional materials, ensuring consistency in messaging across all departments.
  • Created detailed reports outlining the impacts of learning initiatives on overall business performance showcasing tangible results from L&D efforts.
  • Improved employee satisfaction and morale by providing tailored professional development opportunities.
  • Spearheaded the creation of a mentorship program, matching experienced employees with newer hires for accelerated skills transfer.
  • Standardized evaluation criteria across all courses allowing for consistent measurement of participant feedback for ongoing improvement efforts.
  • Partnered with HR in succession planning identifying key candidates for promotion or lateral moves within the organization based on their strengths and developmental needs.
  • Designed interactive workshops that fostered collaboration and active participation among team members for better knowledge retention.
  • Reduced training costs with the creation of efficient, targeted e-learning modules.
  • Streamlined training process for new hires, accelerating time to productivity.

Director

Medical Billing Specialists
07.2013 - 07.2015
  • Create and run reports for physicians, practice Administrator’s and President of billing company.
  • Compile any requested data to show trends and areas that require improvement.
  • Audit billing procedures and enlist process changes.
  • Create Process Documentation and guidelines.
  • Create and update Compliance documentation.
  • Assist billing staff with daily questions about medical billing or software issues.
  • Update billing software to perform at most efficient level possible; adding new codes, fee schedules or physicians.
  • Track production to ensure all staff is performing their jobs as they are offsite
  • Compile information into detailed pivot tables and charts for physicians and directors.
  • Resolve payer issues within software or at payer level.
  • Work with facilities to set up new EDC, ERA or EHR capability.
  • Post payments for 3 sites, including ERA’s.
  • Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
  • Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
  • Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale.

Senior Client Support Representative

PPMIS Inc.
09.2006 - 06.2013
  • Answered phone calls from clients needing assistance using billing software.
  • Resolved client issues; such as denials, exceptions, creating reports, entering charges or posting payments.
  • Provided assistance for clients with both of billing software’s.
  • Participated in weekly meetings with our client’s that are having extenuating problems.
  • Collected information on our monthly releases to create Power Point presentation where I give Webinars to client’s.
  • Created problematic reports for clients and physicians using our software.
  • Provided billing knowledge to our Marketing group to post information and blogs on our extranet.
  • Provided spot training over phone when client’s need software training in emergency situation.
  • Provided on-site training.
  • Streamlined support processes for increased efficiency and improved response times.
  • Acted as a liaison between clients and internal departments when necessary to facilitate prompt resolution of account-related issues or concerns.
  • Maintained detailed records of client interactions, documenting all relevant information for future reference and analysis.
  • Provided empathetic yet professional assistance to customers experiencing technical difficulties or requiring guidance on product usage or features.

Billing Manager

Medical Management Professionals
07.2001 - 09.2006
  • Managed multiple employees, covering coders, charge entry staff, payment entry staff, follow-up specialists, electronic processors and scanning staff.
  • Created structure of scanned images and how were batched, logged and attached to accounts.
  • Acted as reference for Docstar scanning vendor that utilized.
  • Performed monthly closes, ensuring all payments and charges were accounted for and that we balanced financially to penny.
  • Acted as back-up to every position in which I managed; with exception of coding.
  • Provided monthly reports and activity breakdowns to our client’s Administrative staff, physicians and Operation Managers.
  • Acted as liaison between hospitals and facilities to set up files of information so charge demographic and procedure information could be electronically imported into our software
  • Set up electronic process with Commerce Bank to scan our patient payments and create electronic file of information that we would electronically import into our billing software.
  • Set up new payer ERA configurations to allow us to import payments into our billing software as well as electronically depositing payments into our lockbox.
  • Trained and mentored staff on procedures, compliance requirements, and collections techniques.
  • Collaborated with cross-functional teams to resolve billing-related issues swiftly, minimizing negative impacts on overall operations.
  • Reduced errors and discrepancies in invoicing by closely monitoring billing data and conducting regular audits.
  • Implemented policies that improved accounts receivable collections, resulting in reduced outstanding balances and increased cash flow.
  • Boosted team productivity through effective delegation of tasks, setting performance targets, and providing constructive feedback.
  • Conducted performance reviews and implemented improvement plans.
  • Reviewed billing problems, researched issues, and resolved concerns.
  • Managed monthly billing process to complete billings and returns to meet company revenue recognition policies.
  • Worked with customers to develop payment plans and bring accounts current.
  • Performed testing for billing modules, enhancing new functionality and process improvements.
  • Optimized resource allocation within department by analyzing workload trends and adjusting staffing levels accordingly.
  • Created a transparent work environment that fostered open communication between team members, promoting collaboration and problem-solving skills development.
  • Streamlined communication with clients by establishing clear expectations for payment terms and resolving disputes promptly.
  • Optimized resource allocation within the department by analyzing workload trends and adjusting staffing levels accordingly.
  • Enhanced client satisfaction levels by ensuring timely delivery of accurate invoices and addressing concerns professionally.
  • Increased efficiency in billing processes by implementing new software and automating routine tasks.
  • Reviewed contracts for accuracy before finalization, ensuring that all agreed-upon terms were documented correctly per customer negotiations.
  • Provided ongoing professional development opportunities for staff members through workshops, seminars, and mentoring programs.
  • Ensured strict adherence to internal controls protocols by regularly reviewing departmental practices and implementing necessary corrective actions.
  • Developed comprehensive training materials for new hires to quickly acclimate them to company procedures and software systems.
  • Championed the use of data-driven decision-making within the department, leveraging analytics tools to inform strategy development and process optimization efforts.
  • Developed a strong rapport with key stakeholders by maintaining open lines of communication and promptly addressing any concerns raised.
  • Established performance metrics for evaluating staff effectiveness, leading to continuous improvement initiatives within the department.
  • Maintained up-to-date knowledge of industry regulations and compliance requirements, ensuring the department remained compliant at all times.

Education

High School Diploma -

Blue Springs High School
Blue Springs, MO
09.1990

Skills

  • Trainer for all positions in billing office
  • Credentialing
  • EDC and ERA setup
  • Proficient in Word, Excel and PowerPoint
  • Insurance follow-up for all payers
  • Proficient in Camtasia, Go to meeting and Log Me In 123
  • Software Support and Customer Service
  • Create video learning tools as well as manuals for training purposes
  • Customer Service
  • Office Management
  • Organizational Skills
  • Office Administration
  • Billing
  • Scheduling and calendar management
  • Administrative Support
  • Payroll Processing
  • Bookkeeping
  • Document Management
  • Payroll and budgeting
  • Clerical Support
  • Account Reconciliation
  • Credit and collections
  • Relationship Building
  • Mail handling
  • Scheduling
  • Scheduling Coordination
  • Inventory Control
  • Staff Management
  • Employee Supervision
  • Operations Management
  • Human Resources
  • Conflict Management
  • Staff hiring
  • Supply Management
  • Administrative Oversight
  • Employee Training
  • Training and coaching
  • Documentation and control
  • Policy Implementation
  • Workflow Optimization
  • Financial Reporting
  • Financial Tracking
  • Expense Reporting
  • Staff Training
  • Team Supervision
  • Financial Accounting
  • Report Preparation
  • Event Coordination
  • Business Administration
  • Meeting planning
  • Facility Management
  • Database Administration
  • Travel Coordination
  • Team Bonding
  • Workflow Planning
  • Documentation expertise
  • Policy and procedure modification
  • Compliance Monitoring
  • Project Management
  • Policy Development
  • Contract Administration
  • Information Protection
  • Workforce Management
  • Strategic Planning
  • Budgetary Planning
  • Technical Support
  • Contract Negotiations
  • Budgeting expertise
  • Performance Improvement
  • Report Writing
  • Regulatory Compliance
  • Budget Administration
  • Data retrieval systems
  • Presentation Design
  • Proposal Writing
  • Computer Skills
  • Scheduling and Coordinating
  • MS Office
  • Decision-Making
  • Customer Relationship Management
  • Problem Resolution
  • Teamwork and Collaboration
  • Good Judgment
  • Documentation And Reporting
  • Professional and Courteous
  • Team Leadership
  • Managing Operations and Efficiency
  • Administration and Reporting
  • Schedule Management
  • Work Planning and Prioritization
  • Hiring and Training
  • Interpersonal Relations
  • Team Development
  • Financial Management
  • Goal Setting
  • Negotiation and Conflict Resolution
  • Human Resources Management
  • Employee Coaching and Mentoring
  • Shift Scheduling
  • Performance reviewing

References

  • Shelly Blackston, Genesis Pain Clinic, 1-417-300-2199
  • Carol Self, PHYSICIAN Office Partners, Director, 816-520-9213
  • Joyce McQuinlan, PPMIS, Physician Office Partners and Medical Management Prof, 816-510-2544

Certification

PI

PI

I became a licensed PI because it helped me learn skip tracing and tracking patients down that move or lie about there address.

Work Preference

Work Type

Full Time

Work Location

On-SiteRemoteHybrid

Important To Me

Work-life balanceHealthcare benefitsFlexible work hoursPaid time off401k matchWork from home optionStock Options / Equity / Profit Sharing

Software

Connect, Kario, ECW, Microsoft, PowerPoint, Excel, Word, Java

Timeline

Office Manager

Genesis Pain Clinic
08.2021 - Current

Office Manager

Restorative Brain Clinic
07.2018 - 08.2021

Senior Learning and Development Specialist

Physician Office Partners
07.2015 - 07.2018

Director

Medical Billing Specialists
07.2013 - 07.2015

Senior Client Support Representative

PPMIS Inc.
09.2006 - 06.2013

Billing Manager

Medical Management Professionals
07.2001 - 09.2006

High School Diploma -

Blue Springs High School

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Michelle Durbin-Henry