Michelle Grace
Buffalo Grove,IL
Summary
Experienced administrative professional with over twenty years of hands-on experience in diverse office environments. Specializing in the medical field, particularly in home health and hospice and seeking an organization where expertise can contribute to creating a positive company image through polite and effective communication with clients and patients in a fast-paced environment.
Overview
20
20
years of professional experience
Work History
Patient Access Specialist
Northwestern Hospital
12.2022 - Current
- Maintain patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and validated patient demographics and insurance information.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Patient Access Specialist – Emergency Department
Northwest Community Hospital
11.2019 - 11.2020
- Perform registration in the emergency room
- Verify insurance requirements, obtains and understand insurance benefits
- Collects non covered fees
- Registers and preregisters outpatients in diagnostic locations
- Interact with patients and their representatives to collect and interpret services for patients
- Obtains and scan general documents, consents, insurance cards, Coordination of Benefits and other documents
- EMR record and updated information on patient accounts in multiple hospital information systems according to Emergency Medical Treatment and Active Labor Act (EMTALA), and (HIPPA)
- Payer and other applicable regulations and standards when applicable
Admissions Coordinator/ Patient Care Coordinator
Kindred Hospice
08.2017 - 12.2019
- Responsible for contacting the patient and family within 1 hour of referral and coordinating all admissions within 3-hour admission commitment
- Process referrals by obtaining enough admission and insurance information in order to ensure appropriate and timely admission of patient
- Provides accurate insurance and admission information to admission staff in order to ensure appropriate disclosure of rights and responsibilities, financial liabilities and benefit plan details to patients and their families
- Assist the Patient Care Manager and Patient Care Staff
- Maintain patient assignment list, make change notice on status of patients and log admission and discharge patients into Medical Records book
- Responsible for receptionist duties and general office support
- Notify staff of discharges and change of status on patients
- Order DME equipment for patient
- Prepare for Interdisciplinary Group copy/fax IDG notes to attending physicians
- Track recertification periods and alerts Patient Care Manager of upcoming re-certifications
- Participate in staff meetings, department meetings, team meetings, briefings, in-services committees and other related activities as needed
Intake Coordinator
Kindred Home Health
05.2016 - 08.2017
- Company Overview: formerly Gentiva
- Receive/respond to incoming calls from referral sources or potential patients, exchange information to identify patient needs, and determine the Company’s ability to meet them
- Record the outcome of calls either manually or in an automated manner, make follow-up calls as necessary, and identify alternative community service resources when Gentiva Health Service’s solutions are not available
- Perform initial telephone screening to determine patients’ appropriateness for home care services with referral sources
- Advise branch staff of patient acceptance and provide all relevant information to ensure patients’ smooth transition to home care
- Contact referral sources to advise of referral status, and provide to the clinical team who will deliver the services requested
- Identify potential payer sources, verify benefits with payer sources (as required by department organizational structure), negotiate rates and obtain initial authorizations and frequency of visits from case managers
- Establish primary payers and document conversations with payer sources
- Access national or regional account information, including the names of accounts and terms of the contracts as appropriate and communicate these conversations to branch and intake department staff as needed
- Work with Intake team, branch staff, and patients to identify potential solutions as problems are identified with payer sources
- Monitor and track referral sources’ satisfaction levels
- Communicate customer service issues to up-line Intake and branch staff as appropriate
Client Care Specialist
Safe Alliance
06.2013 - 07.2015
- Supports delivery of client services by answering agency telephone calls and greeting walk in clients
- Provide crisis intervention services via telephone and in person as necessary; screen and direct clients to staff members as appropriate; provide accurate description of agency services and refer clients to external service providers as necessary
- Facilitate client access to services by gathering initial intake information, including background history, and scheduling client with appropriate staff member
- Contribute to dissemination of direct services by maintaining accurate database information by entering required client information
- Support delivery of client services by opening, recording, transferring, maintaining, and closing cases in client information system, creating and maintaining physical files, and entering client insurance charges and payments
- Compile division and/or agency statistics as required
Key Account Coordinator
American Tire Distributors
11.2007 - 06.2010
- Assisted the Operations Manager with all aspects of key account administration and other credit operation functions
- Performed all credit issues pertaining to specifically assigned key accounts customer groups (Goodyear, Firestone and Morgan Tire and twelve other accounts)
- Reviewed past due reports on a monthly basis for all key accounts and identifies issues
- Reported findings to Operations Manager, discuss concerns, and develop solutions and communicate directly with key account customer corporate headquarters
- Communicated issues to distribution centers, pertaining to key accounts customers serviced by that branch location
- Provided assistance to the A/R department, applied, and posted checks to the key accounts when needed
- Reconciled payment-posting issues pertaining to key accounts customers
- Assisted in reconciliation of non-key account customers’ accounts and posted checks
Competition Administrative Assistant to the Touring Series
NASCAR
04.2005 - 09.2007
- Assisted the touring director and seven (7) race directors with various administrative duties
- Daily duties included preparing expense reports, making travel arrangements, scheduling various meetings and taking phone calls
- Responsible for answering, directing calls daily and provided back up support to receptionist
- Meet/Greet drivers, team owners, race teams and fans
- Maintained center phone directory, telephone log, billing spreadsheet, and clientele itineraries
- Processed expense reports and handling quality control approvals for licensed products
- Used Microsoft Excel to prepare and search documents, spreadsheets databases, and electronic presentations
Education
Bachelor of Science - Health Information Management
DeVry University
Chicago, IL06-2026
Skills
- Medical terminology
- Front desk operations
- HIPAA compliance
- Appointment scheduling
- Data entry proficiency
- Phone and email etiquette
- Data entry
- Administrative and office support
- Word processing
- 50 WPM typing speed
Timeline
Patient Access Specialist
Northwestern Hospital
12.2022 - Current
Patient Access Specialist – Emergency Department
Northwest Community Hospital
11.2019 - 11.2020
Admissions Coordinator/ Patient Care Coordinator
Kindred Hospice
08.2017 - 12.2019
Intake Coordinator
Kindred Home Health
05.2016 - 08.2017
Client Care Specialist
Safe Alliance
06.2013 - 07.2015
Key Account Coordinator
American Tire Distributors
11.2007 - 06.2010
Competition Administrative Assistant to the Touring Series
NASCAR
04.2005 - 09.2007
Bachelor of Science - Health Information Management
DeVry University
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