Michelle Gross
Pensacola,FL
Summary
Committed job seeker with a history of meeting company needs with consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Delinquency Control Counselor II
Navy Federal Credit Union
Pensacola, FL
01.2024 - Current
- Monitored progress of clients through contact notes, reports, reviews, while providing feedback and guidance as needed.
- Maintained accurate documents of credit and consumer loans to help cure delinquency.
- Met or exceeded monthly goals on the scorecard.
Scheduling Specialist
LHC Group
Pensacola, FL
09.2021 - 01.2024
- Evaluated scheduling practices for RN, Physical, Occupational and Speech Therapist and made recommendations for improvement where necessary.
- Created daily, weekly, and monthly reports for management staff.
- Conducted regular meetings with department managers to review scheduling needs.
- Provided training and guidance on scheduling processes to new employees.
Patient Access Manager
Baptist Healthcare System Inc.
Pensacola, FL
11.2015 - 04.2021
- Monitored employee performance and provided feedback for improvement.
- Performed audits of patient registration documents to ensure accuracy.
- Created reports on patient access metrics, such as wait times, no-shows.
- Developed and implemented patient access policies and procedures.
- Coordinated with other departments to ensure proper communication between providers and patients throughout their care journey.
- Implemented strategies designed to reduce wait times, improve appointment scheduling accuracy.
- Analyzed data from various sources to identify trends in patient access operations.
- Resolved issues regarding insurance verification, preauthorization requirements.
- Ensured compliance with HIPAA regulations related to protecting the privacy of protected health information.
- Evaluated existing processes for efficiency and made recommendations for improvements.
- Assisted in the management of staffing schedules to meet fluctuating demands.
- Managed customer service issues related to patient access and scheduling problems.
Patient Access Supervisor
Baptist Healthcare System Inc.
Gulf Breeze, FL
04.2010 - 11.2015
- Addressed customer complaints promptly and professionally.
- Participated in weekly meetings with upper management discussing strategies for improving patient satisfaction scores.
- Managed workflow within the department to ensure timely completion of tasks.
- Provided guidance to team members when needed to help them complete their duties efficiently.
- Created reports for management regarding daily operations of the department.
- Conducted training sessions for new hires and existing staff members on proper registration techniques.
- Prepared monthly summary reports highlighting key metrics within the department.
- Identified opportunities for streamlining processes within the department while maintaining quality standards.
- Assisted with resolving any issues that arose during the registration process.
- Responsible for supervising and leading staff in the patient access department to ensure excellent customer service and accurate registration.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Explained various admission forms and policies, acquiring signatures for consent.
Patient Access Team Lead
Baptist Healthcare System Inc.
Gulf Breeze, FL
02.2008 - 08.2010
- Identified opportunities for process improvement within the department.
- Performed quality assurance audits on various processes within the department.
- Organized workflow management systems to optimize efficiency within the department.
- Managed patient registration activities including verifying insurance eligibility, collecting co-pays and deductibles and scheduling appointments.
- Verified demographics and insurance information to register patients in computer system.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
Patient Access Supervisor
Baptist Healthcare System Inc.
Pensacola, FL
08.2005 - 02.2008
- Addressed customer complaints promptly and professionally.
- Collaborated with other departments such as billing, coding, and clinical staff to ensure smooth operations throughout the facility.
- Developed, implemented, and maintained processes related to patient registration, insurance verification, pre-registration activities.
- Maintained a safe environment by enforcing safety regulations at all times.
- Assisted with resolving any issues that arose during the registration process.
- Monitored employee performance and provided feedback on areas of improvement.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Checked stock to determine inventory level and placed orders for needed supplies.
- Explained policies, procedures and services to patients.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Recruited, hired and trained new staff.
Education
Bachelor of Arts - Business Management
Troy State University
Pensacola, FLSkills
- Patience and Persistence
- Collections best practices
- Negotiation
- Customer research
- Investigation due diligence
- Call center background
- Stress Tolerance
- Payroll Processing
- Payment Acceptance
- Persuasion strategies
- Proficiency in Canva
- Performance improvement techniques
Certification
- Quest - Training on the fundamentals of being a successful leader
- Six Sigma Process Improvement
- 240 Health Insurance License
Linkedln Learning
- Currently working on completing Human Skills for Managers Professional Certificate
References
References available upon request.
Timeline
Delinquency Control Counselor II
Navy Federal Credit Union
01.2024 - Current
Scheduling Specialist
LHC Group
09.2021 - 01.2024
Patient Access Manager
Baptist Healthcare System Inc.
11.2015 - 04.2021
Patient Access Supervisor
Baptist Healthcare System Inc.
04.2010 - 11.2015
Patient Access Team Lead
Baptist Healthcare System Inc.
02.2008 - 08.2010
Patient Access Supervisor
Baptist Healthcare System Inc.
08.2005 - 02.2008
Bachelor of Arts - Business Management
Troy State University