Summary
Overview
Work History
Education
Skills
Software
Performance review remarks
Of note
Timeline
Generic

Michelle L. Quantana

Franklin,IN

Summary

Highly knowledgeable and detail-oriented Quality Expert with extensive healthcare experience and problem-solving expertise. Proficient in maintaining complex and comprehensive databases for patient information, ensuring accurate and up-to-date records. Committed to proactive monitoring and thorough reporting, utilizing exceptional technical abilities to promptly identify and address any issues. Successfully managed patient-related accounts at a large medical facility, implementing efficient database management functions that streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns, leveraging this insight to improve engagement strategies and enhance overall service delivery.

Overview

26
26
years of professional experience

Work History

Quality Expert

IU Health
12.2015 - Current
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Liaised with Risk Management team to perform quality standard in reviewing patient complains.
  • Responded to customer requests for products, services, and company information.
  • Delivered prompt service to prioritize customer needs.
  • Responded proactively and positively to rapid change.
  • Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
  • Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
  • Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
  • Collaborated with interdisciplinary healthcare team to deliver optimal patient outcomes.

Analyst – Revenue Cycle /Patient Financial Services Representative

Indiana University Health
05.2000 - 12.2015
  • Create, develop and maintain a diversity of documents handled within the financial assistance department; ranging from certificates of death to financial assistance batches
  • Acquire litigation report to investigate and analyze negligent accounts
  • Present research findings highlighting essential facts, as well as documentation, authorizing permission to continue or discontinue legal action to management and external collection agencies as needed or requested
  • Explore and evaluate data on patient accounts for financial assistance, upon determination of approval update records and route documents appropriately
  • Participate in the Business Continuity program with Clarian Heath where I acquired my FEMA certification
  • Exceeds expectations on information requirement for internal and external customer and personnel communication
  • Create spreadsheets that improved inventory for management and reporting accuracy
  • Participate and demonstrate in training analyst on software programs; formulating training and assistance materials giving detail explanation on software applications to improve overall
  • Formally Clarian Health Partners Inc

Billing Coordinator – Temporary Staffing Service

CMS
02.2000 - 05.2000

Patient Account Coordinator

Lincare
02.1999 - 02.2000

Education

High School Diploma -

South Vermillion
Clinton, IN

Skills

  • Documentation review
  • Training and coaching
  • Account updating
  • Complaint resolution
  • Critical thinking
  • Research
  • Customer relations
  • Positive and professional
  • Decision-making
  • Service standard compliance
  • Verbal and written communication
  • Spreadsheets
  • Prioritization
  • Microsoft Excel
  • Team collaboration
  • Computer proficiency
  • Dispute resolution
  • Documentation
  • Problem-solving
  • High-energy attitude
  • Medical billing
  • Claims processing
  • Policy adherence
  • Patient confidentiality
  • Insurance verification
  • Strong interpersonal skills
  • Follow-up skills
  • Data entry proficiency
  • Patient identity verification
  • Complaint processing

Software

App Bar

Assurance

Cerner Millennium

Champ Papers

Cisco Jabber

CPS Agent

Docugate

Elms

Entri/ Visit Pay

IDX

Internet

Kronos / UKG

Microsoft Word

Microsoft Excel

Microsoft Teams

Oracle Fusion Cloud Application

Outlook

Passport OneSource

Power Chart

Power Point

Practice Request

Prod AX

SMS / Intersession

Window programs

Performance review remarks

  • Demonstrates a strong ability to identify, analyze and solve problems. Is extremely I.T. oriented and has self taught herself on multiple systems.
  • The unit go to person for I.T. issues and office equipment issues.
  • Proactive in identifying issues and has suggestions on how to rectify or correct the problem.

Of note

  • Letter of recommendation & References upon request.
  • Currently employed please do not contact current employer.
  • Prior experience includes Management, Retail, CNA and CHHA.

Timeline

Quality Expert

IU Health
12.2015 - Current

Analyst – Revenue Cycle /Patient Financial Services Representative

Indiana University Health
05.2000 - 12.2015

Billing Coordinator – Temporary Staffing Service

CMS
02.2000 - 05.2000

Patient Account Coordinator

Lincare
02.1999 - 02.2000

High School Diploma -

South Vermillion

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Michelle L. Quantana