Michelle Lett
Cleveland,Ohio
Summary
Well-qualified Medical Administrative professional successful at helping patients navigate medical office procedures while maintaining smooth and efficient business operations. Offering 15 years of related experience, diligent nature and expertise in electronic records management.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Patient Financial Advocate
Cleveland Clinic
04.2022 - Current
- Facilitated communication between patients and various departments and staff.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Responded to over 500 in person inquiries in 2023 for multiple institutes at the Main Campus
- Verified patient insurance eligibility and entered patient information into system.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Resolved customer complaints using established follow-up procedures.
- Engaged with patients to provide critical information.
- Followed document protocols to safeguard confidentiality of patient records.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Provided excellent customer service to patients and medical staff.
Coordinator Surgery Special Unit
Cleveland Clinic
03.2021 - 04.2022
- Gathered and organized materials to support MSK Ultrasound.
- Entered data, generated reports, and produced tracking documents.
- Oversaw appointment scheduling and itinerary coordination for multiple locations using EPIC.
- Scheduled procedures, managed pre-certifications and verified insurance coverage.
- Liaised with other healthcare professionals to ensure comprehensive patient care plans and provide highest quality of care.
Welcome Coordinator
Oak Street Health
02.2020 - 03.2021
- Welcoming patients and conducting check-in with required forms
- Updating patient information and making changes in electronic medical record platform
- Scheduling appointments within electronic medical records platform
- Managing phone lines by answering, taking messages, and conducting outbound calls as instructed
- Managing patient referrals by scheduling those appointments and completing authorizations
- Requesting medical records, routing documents to clinical staff for review, and uploading documents into electronic medical record platform
- Assisting new patients with paperwork
- Received Oakie Spirit Award- a team member
Patient Service Specialist
Cleveland Clinic Stephanie Tubbs Jones FHC
10.2018 - 02.2020
- Created a welcoming and professional environment for our patients and visitors by demonstrating exceptional customer service based upon the expected service behaviors included in Cleveland Clinic's START with Heart model
- Proactively managed needs of patients and visitors in waiting areas, seeking opportunities to interact with patients by actively greeting patients when appropriate, resolving patient issues and providing service recovery
- Performs patient registration, pre-visit, insurance verification, scheduling, arrival desk and/or departure desk activities according to standards and guidelines ensuring accuracy.
- Performs point of service activities: visit preparation, co-pay collection, patient tracking and record tracking ensuring accuracy.
- Facilitates billing functions, accurately meeting compliance and organizational quality and productivity standards
- Enters and maintains confidential and accurate patient information including patient insurance, billing, and payment information
- Encourages patient utilization of front-end technology, provides guidance, encouragement, education and hands-on training.
Senior Patient Access Representative
University Hospitals Cleveland Medical Center
11.2013 - 10.2018
- Serve as back-up to Supervisor/Manager and addresses registration, scheduling, and/or workflow issues as appropriate
- Performs additional support and backup functions within the department, and provides cross-coverage as needed
- Helps mentor new hires and takes on special projects/assignments
- Serves as PAS subject matter expert and directly handles medium to high complexity patient, registration and/or scheduling issues
- Ensures department productivity and quality standards are exceeded
- Maintains up-to-date knowledge of computer systems, insurance/government regulations and UH/PAS policies/procedures used within the department
- Assists Supervisor/Manager with departmental tasks such as special projects, data collection and tabulation of department reports.
Education
Healthcare Administration - Healthcare Administration
Cuyahoga Community College
Cleveland, OhioHonors Course Study - undefined
Collinwood High School
Cleveland, Ohio05.1982
Skills
- Proven Excellence In Customer Service
- Scheduling
- Billing and Claims Processing
- MicroSoft Suite
- Epic
- Organizational skills
- Financial Counseling
- HIPAA Compliance
Certification
Patient Access Certification, Received CHAA, 07/2016
Timeline
Patient Financial Advocate
Cleveland Clinic
04.2022 - Current
Coordinator Surgery Special Unit
Cleveland Clinic
03.2021 - 04.2022
Welcome Coordinator
Oak Street Health
02.2020 - 03.2021
Patient Service Specialist
Cleveland Clinic Stephanie Tubbs Jones FHC
10.2018 - 02.2020
Senior Patient Access Representative
University Hospitals Cleveland Medical Center
11.2013 - 10.2018
Healthcare Administration - Healthcare Administration
Cuyahoga Community College
Honors Course Study - undefined
Collinwood High School