Natasha Robertson
Tacoma,WA
Overview
24
24
years of professional experience
Work History
Senior Patient Access and Intake Coordinator
Swedish Providence
Seattle, Washington
12.2022 - Current
- Coordinated the intake process for new and established patients, including scheduling initial ap and providing necessary paperwork.
- Maintained accurate records of client intakes in electronic database system.
- Conducted comprehensive interviews with potential clients to determine eligibility for services.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Provided leadership, insight and mentoring to newly hired employees to ensure knowledge and accuracy of the work flows.
- Coordinated the intake process, ensuring all required documentation,insurance was collected and processed.
- Guided employees in handling difficult or complex problems.
- Delegated work to staff, setting priorities and goals.
- Addressed and resolved patients concerns or complaints related to the intake process.
- Scheduled appointments for patients and coordinated follow-up visits as needed.
- Maintained accurate records of all patient care activities using electronic health record systems.
- Performed administrative duties such as filing paperwork, answering phones and scheduling appointments.
- Received and routed care team messages and documents to appropriate staff.
- Collaborated with nursing staff to advocate for individual patient needs and insurance coverage.
- Managed patient appointments, ensuring efficient scheduling and rescheduling as necessary.
- Coordinated with insurance companies to confirm patient coverage and process claims.
- Oversaw the inventory of patient care supplies, ensuring availability and cost-effectiveness.
- Explained policies, procedures and services to patients.
- Verified patients' insurance and payment methods during admissions or check-in processes.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
Patient Scheduling Coordinator
Virginia Mason Hospital and Seattle Medical Center
Seattle, Washington
09.2021 - 04.2022
- Reviewed insurance information with patients and processed copays.
- Followed up with patients and confirmed appointments.
- Answered phone calls and took messages for staff members.
- Assisted patients with canceling and rescheduling appointments.
- Greeted patients and guests upon entering lobby areas.
Student
Walden University
04.2016 - 05.2020
- Gap in employment is due to accomplishing education completion.
Financial Services Representative
Kaiser Permanente, Formerly Group Health
Renton, WA
06.2016 - 01.2018
- Trained 5 new team members on scripts, daily job processes, performance strategies and provided mentoring.
- Designed training manual for 50 employees to use as reference guide.
- Negotiated settlements and clarified payment plans reducing 40% unpaid accounts.
- Delivered exceptional customer service on all calls while maintaining calm and professional demeanor in challenging circumstances.
- Prepared letters, invoices and other documents with diverse computer programs.
- Encouraged open communication increasing team productivity targets and mutual understandings.
- Expedited insurance providers to verify correct insurance information and obtain authorization for proper billing codes.
- Merged approximately 75% accounts monthly to ensure accuracy and customers billed properly.
- Facilitated team daily huddles implementing creative solutions to eliminate work back logs by 50%
- Audited refunds, disbursements and payments improving 40% revenue loss.
Office Assistant Specialist
Group Health
Renton, WA
11.2013 - 06.2016
- Spearheaded to enhance 7 different departments workflow, backlog and coverage.
- Managed requests-for-information, delegating tasks to appropriate employee to optimize customer service.
- Catalogued 100 Files, developed spreadsheets, faxed reports and scanned documents to organizational workflow.
- Performed diverse clerical support to office team members, including managing correspondence, answering telephone calls and tracking documentation.
- Updated 25 financial, customer and business records with reported information each day, decreasing 15% data loss and keeping files current.
- Verified operation of office equipment by Improving preventive maintenance requirements and calling for repairs.
- Drafted meeting agendas, supplied advance materials and executed follow-up for meetings and team conferences.
- Monitored office supplies inventory by checking stock and ordering new supplies as needed.
- Analyzed 20 claims daily for errors, corrected issues and mailed out promptly.
- Reorganized sorted mail and distributed business correspondence to correct department or staff member, reducing 75% dropped communications and enabling faster responses to key requests.
Senior Patient Account Representative
Group Health
Tukwila, WA
09.2010 - 11.2013
- Directed by supervisor to train new hires on departmental processes and software.
- Documented patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Accomplished 95% customer calls significantly above target goal in a complex, fast-paced and challenging call center environment.
- Empowered to improve employee morale by 85% implementing a committee acknowledging employees.
- Analyzed insurance benefits and eligibility for x-rays and surgical procedures before referring clients.
- Administered Customer requests, resolved questions and defined specifications before executing request.
- Demonstrated self-reliance by meeting and exceeding 100% workflow needs.
- Motivated team members to deliver project requirements, develop solutions and meet deadlines.
- Pioneered tracking 300 referral request progress and resolved issues expediting scheduling.
Lead Patient Access Representative
Group Health
Tacoma, WA
09.2000 - 09.2010
- Supervised front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Accomplished Interviewing 15 applicants, recommended individuals for hiring.
- Coordinated and managed 10 employees schedules to give proper coverage to required areas and meet customer service demands.
- Evaluated 20 employees job performance and motivated staff to achieve productivity target.
- Created agendas and communication materials for team meetings.
- Increased 85% excellent service and attention to customers when face-to-face or through phone conversations.
- Finalized 6 physician calendar, including scheduling patient appointments and procedures.
- Collaborated with all relevant parties to resolve 50% billing issues, insurance claims and patient payments.
- Enhanced 100% accuracy balancing 7 cash drawers daily and performed all opening and closing duties.
Education
Bachelor of Science - Public Administration
Walden University
Minneapolis, MN05.2020
Associate of Science - Legal
Crown College
Tacoma, WA12.1998
Skills
- Leadership
- Recruiting
- Behavioral Health
- Negotiations
- Microsoft office
- Supervised
- Decision making
- Communication
- Interpersonal skills
- Organizational
- Revenue cycle
- Administrative support
- Customer service
- Data entry
- Problem-solving
Timeline
Senior Patient Access and Intake Coordinator
Swedish Providence
12.2022 - Current
Patient Scheduling Coordinator
Virginia Mason Hospital and Seattle Medical Center
09.2021 - 04.2022
Financial Services Representative
Kaiser Permanente, Formerly Group Health
06.2016 - 01.2018
Student
Walden University
04.2016 - 05.2020
Office Assistant Specialist
Group Health
11.2013 - 06.2016
Senior Patient Account Representative
Group Health
09.2010 - 11.2013
Lead Patient Access Representative
Group Health
09.2000 - 09.2010
Bachelor of Science - Public Administration
Walden University
Associate of Science - Legal
Crown College
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