NICOLE MOFFETT
Tacoma,Washington
Summary
Client-facing Director of Operations with significant experience in overseeing daily operations both on & offshore, improving efficiency, and leading successful teams. Proven leadership skills demonstrated through management of cross-functional teams and strategic planning initiatives. Track record of implementing operational improvements that increase productivity and reduce costs.
Overview
4
4
years of post-secondary education
22
22
years of professional experience
Work History
PSC Director
Conifer Health
Tacoma , WA
01.2022 - Current
- Directed operations for pre-service, scheduling, preregistration, & financial clearance in call center environment
- Establish & maintain performance metrics for achieving business KPIs
- Assess productivity and workflow to meet and achieve KPIs
- Communicated daily with client leaders across all levels, from entry to executive
- Maintain a service-oriented environment for our team, patients, and clients
- Analyzed performance and metrics to inform operational decisions
- Developed training programs for staff to ensure compliance with healthcare regulations.
- Analyzed data trends to inform decision-making and drive process improvements.
PSC Manager
Conifer Health
Tacoma , WA
01.2019 - 01.2022
- Reviewed call statistics, staffing models, and reporting.
- Recommended adjustments to procedures and staffing to enhance customer service and achieve operational objectives.
- Lead the continued improvement of all quality and training programs for department. Manage workflow, project calendar, and timelines
- Assisted Director in achieving department service level requirements through proactive support and collaboration.
- Assisted the Director in meeting department service level requirements.
- Lead the continued improvement of all quality and training programs for the department. Manage workflow, project calendar, and timelines
- Work closely with clients, emerging PS team members and management through side-by-side review and coaching
- Review, research, and respond to Issues Logged, emails, and or phone calls by facility representatives, on a daily basis as the Subject matter expert. Respond in a timely manner in accordance with established service deliverables
PSC Supervisor
Conifer Health
Tacoma, Washington
01.2018 - 01.2019
- Supervised daily operations of health services team to ensure compliance with standards.
- Assist in managing escalated issues in scheduling, registration, and financial clearance
- Performed full scheduling and registration to maintain service level and provide exceptional customer service to patients and clients.
- Monitored daily activity and completed performance metric's
- Enforced department policies, practices, procedures, and work rules according to approved department and hospital policies.
- Assist in the development and implementation of new policies according to hospital and corporate guidelines
- Facilitated monthly department meetings to discuss goals and updates
- Reviewed current POS collections against targets to enhance staff awareness and facilitate targeted discussions
- Managed timekeeping and attendance records to ensure accuracy
Quality Assurance Analyst
Conifer Health
Tacoma, Washington
01.2016 - 01.2018
- Audit and Score inbound and outbound calls for standard work and quality assurance purposes
- Compiled and managed 10 monthly scorecards for 30 employees to assess performance and ensure compliance with quality standards
- Compile monthly trend reports for individual staff, and leadership
- Mentor and train to existing and new hire staff on department standard work, procedures, guidelines, and customer service requirements
- Maintained high integrity and professionalism while coaching staff of integrity and professionalism with staff when providing feedback and coaching for scheduling errors and customer service feedback
- Mentor and training to existing and new hire staff on department standard work, procedures, guidelines, and customer service requirements
- Conducted monthly quality assurance refreshers for staff needing support refreshers for staff needing additional assistance
- Compiled monthly trend reports for individual staff and leadership to identify areas for improvement and inform decision-making
Lead Scheduling Coordinator
Conifer Health
Tacoma, Washington
05.2016 - 12.2016
- Schedule Radiology appointments in DI, IR, Women’s Health, and Physical Occupational Therapy
- Pre-registration process for all scheduled appointments
- Auditing schedulers appointments for accuracy, while providing coaching and feedback
- Communicate with clinics, and onsite staff inside and outside of Franciscan to schedule patients' exams/procedures
- Provided support to team members to address questions and concerns. as an assistant with my coworkers when questions arise
- Trained new and current staff on scheduling and quality processes to enhance team effectiveness
- Help troubleshoot issues that arise with incorrect orders by communicating with the MD offices
- Auditing schedulers' appointments for accuracy, while providing coaching and feedback
- Run reports & works with Avaya phone system
- Run reports & work with Avaya phone system
- Resolved issues for patients and clinics to ensure smooth scheduling process
- Supported special projects to improve operational efficiency.
Scheduling Coordinator
Conifer Health
Tacoma, Washington
01.2014 - 01.2016
- Schedule Radiology appointments in DI, IR, Women’s Health, and Physical Occupational Therapy
- Pre-registration process for all scheduled appointments
- Handle a high volume of incoming outgoing calls
- Communicate with clinics, and onsite staff inside and outside of Franciscan to schedule patients' exams/procedures
- Assisted coworkers with inquiries to enhance team collaboration. as an assistant with my coworkers when questions arise
- Assist in training new and current staff on scheduling & Quality process
- Help troubleshoot issues that arise with incorrect orders by communicating with the MD offices
- Auditing schedulers' appointments for accuracy, while providing coaching and feedback
- Demonstrated thorough understanding of scheduling production, quality, and customer service expectations
Pre-registration
Conifer Health
Tacoma, Washington
01.2013 - 01.2014
- Pre-registration process for all scheduled appointment
- Pre-registration process for all scheduled appointments
- Communicate with clinics, and onsite staff inside and outside of Franciscan to schedule patient’s exams/procedures
- Communicate with clinics, and onsite staff inside and outside of Franciscan to schedule patients' exams/procedures
- Provided support to colleagues to enhance team productivity. as an assistant with my coworkers when questions arise
- Trained new and current staff on scheduling and quality processes to enhance team knowledge
- Help troubleshoot issues that arise with incorrect orders by communicating with the MD offices
- Auditing schedulers' appointments for accuracy, while providing coaching and feedback
- Assisted coworkers by providing support and answering scheduling questions
- Run reports & work with Avaya phone system
- Resolved issues for patients and clinics to ensure smooth appointment processes
- Supported special projects.
Collections Counselor
Franciscan Medical Group
Tacoma, Washington
01.2010 - 01.2013
- Auditing of patients’ accounts
- Call Patients regarding delinquent accounts
- Guided patients through application process for financial assistance
- Prepared accounts for collections and coordinated with outside collection agency
- Assist patients in applying for Financial Assistance
- Take incoming calls regarding patients' accounts, in collections or current balances
- Assist in training new employees
- Processed bankruptcy filings for patient accounts
- Handled returned mail for patient accounts
Patient Account Representative
Franciscan Medical Group
Tacoma, Washington
01.2006 - 01.2010
- Follow up and track aged claims with all insurance companies
- Work medical claim denials & prepare packets for coding
- Review & audit patient accounts for preparation of collections
- Posting of agency and private payment
- Posting of bariatric clinical and surgical charges
- Resolved patient complaints to prevent escalation to supervisor
- Contacted patients regarding delinquent accounts to facilitate payment before collections
- Reviewed and audited patient accounts to ensure accuracy for collections
- Call patients regarding delinquent accounts, before sending them off to collection
- Conducted thorough audits of patient accounts to ensure accuracy and compliance.
- Balance & post batches in a timely and efficient manner
- Meet all expected quotas efficiently
Medical Billing Manager
Ki H. Oh MD
Federal Way, Washington
01.2005 - 01.2006
- Performed daily reconciliation of financial accounts for reporting., get bank deposit balanced and ready for the bank run
- Contacted patients with outstanding balances at 30, 60, & 90 days to facilitate payment and account resolution
- Managed billing processes for patient accounts and insurance claims.
- Posting of payments, and credits from outside collection agency
- Posting of clinical and surgical charges
- Coding clinical and surgical charges
- Preparation of patient chart information to be sent to insurance companies needed for surgeries and or/hospital services
- Schedule appointments/surgeries/outpatient procedure
- Handled multiple phone lines to provide efficient patient support.
- Addressed coding issues promptly upon identification
- Resolved all denials promptly to minimize revenue loss and maintain billing accuracy
Education
High School Diploma - General Studies
Wilson High School
Tacoma, WA 08.1999 - 05.2003
Skills
- Call center management
- Workforce optimization
- Capacity & staff planning
- Process improvement
- Reporting and analytics
- Policy implementation
- Strategic leadership
- Client communication
- Cross function communications
- Healthcare technology
Timeline
PSC Director
Conifer Health
01.2022 - Current
PSC Manager
Conifer Health
01.2019 - 01.2022
PSC Supervisor
Conifer Health
01.2018 - 01.2019
Lead Scheduling Coordinator
Conifer Health
05.2016 - 12.2016
Quality Assurance Analyst
Conifer Health
01.2016 - 01.2018
Scheduling Coordinator
Conifer Health
01.2014 - 01.2016
Pre-registration
Conifer Health
01.2013 - 01.2014
Collections Counselor
Franciscan Medical Group
01.2010 - 01.2013
Patient Account Representative
Franciscan Medical Group
01.2006 - 01.2010
Medical Billing Manager
Ki H. Oh MD
01.2005 - 01.2006
High School Diploma - General Studies
Wilson High School
08.1999 - 05.2003