Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachel Lacy

Bonham,TX

Summary

Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures and standards.

Overview

18
18
years of professional experience

Work History

Clinic Manager

Hunt Regional Specialists
Greenville, TX
12.2023 - Current
  • Ensured compliance with regulatory requirements related to health insurance plans, HIPAA regulations.
  • Maintained strict confidentiality of all patient records in accordance with HIPAA regulations.
  • Ensured that patient care standards were met by providing training and guidance to healthcare professionals.
  • Collaborated with physicians and other staff members to improve clinical processes and patient outcomes.
  • Managed daily operations of the clinic, including scheduling appointments and assigning staff.
  • Monitored clinic activities, such as billing, coding, and medical records maintenance.
  • Oversaw recruitment of new personnel for the clinic, conducting interviews and making hiring decisions.
  • Resolved customer complaints in a timely manner by following up on issues and taking corrective action when necessary.
  • Monitored clinic budget, controlled expenses, and optimized resource allocation.
  • Implemented technology solutions to improve clinic operations and patient care.
  • Led staff meetings to communicate updates, gather feedback, and discuss strategies.
  • Assessed need for additional staff, equipment and services based on historical data and seasonal trends.

Billing and Credentialing

Rock + Rose Wellness PLLC
Bedford, TX
01.2019 - Current
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Elevated customer satisfaction ratings by promptly resolving client and case issues.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.
  • Monitored payments due from clients and promptly contacted clients with past due payments.
  • Coded and entered daily invoices with in-house accounting software.
  • Used judgment and initiative in handling confidential matters and requests.
  • Maintained impeccable office organization to support efficiency, professionalism and performance objectives.
  • Interviewed prospective employees and provided input to HR on hiring decisions.

Clinic Manager

Premier Pulmonary
Denison, TX
07.2023 - 12.2023
  • Communicated with patients with compassion while keeping medical information private.
  • Oversaw daily clinic operations, ensuring efficient patient flow and high-quality care.
  • Led staff meetings to communicate updates, gather feedback, and discuss strategies.
  • Implemented patient satisfaction initiatives to improve service quality and address grievances.
  • Supervised internal and external communications by answering queries and complaints.
  • Monitored clinic activities, such as billing, coding, and medical records maintenance.
  • Analyzed data from various sources to identify areas for improvement in patient satisfaction.
  • Oversaw recruitment of new personnel for the clinic, conducting interviews and making hiring decisions.
  • Resolved customer complaints in a timely manner by following up on issues and taking corrective action when necessary.

Clinic Administrator

Advantage Healthcare Systems
FORT WORTH, TX
02.2021 - 07.2023
  • Completed detailed and efficient assessments of each patient to support development of multidisciplinary treatment plans.
  • Developed relationships with healthcare providers to sustain strong referral pipeline.
  • Managed recruitment, hiring and training of staff on areas such as regulatory requirements and diagnostic guidelines for rehabilitative treatment.
  • Received and resolved personal complaints against clinic staff and questions or concerns regarding clinic policies and systems.
  • Evaluated employee performance, completed written appraisals and assisted in developing individual performance goals as provided in company policy and procedural guidelines.
  • Supervised internal and external communications by answering queries and complaints.
  • Participated in development of strong medical team by evaluating applicants, interviewing applicants and training new hires on clinic policies and procedures.

Customer Service Manager

Heart Center Of North Texas
FORT WORTH, TX
11.2018 - 02.2021
  • Investigated sensitive customer service complaints and delivered prompt resolution to customer satisfaction.
  • Reviewed accounts for payments received or approved credit arrangements.
  • Processed documentation and troubleshot discrepancies to build client rapport.
  • Delivered fast, friendly and knowledgeable service for routine questions and service complaints.
  • Conducted research and reviewed findings to solve customer issues.
  • Delivered continuous training to associates to maximize performance and customer relations skills.
  • Provided outstanding service to new and long-standing customers by attending closely to concerns and developing solutions.
  • Explained benefits, features and recommendations to maximize client retention.
  • Set clear expectations and helped employees pursue optimal paths for achieving each target.
  • Assisted staff with resolving complex customer issues and implementing targeted solutions.
  • Maintained knowledge of company products and services to promptly resolve complaints and concerns.
  • Demonstrated excellent communication skills in resolving product and consumer complaints.
  • Responded to phone and online customer service requests within designated turnaround time to improve customer satisfaction ratings.
  • Evaluated employee job performance and motivated staff to improve productivity.
  • Assisted customers with making payments or establishing payment plans to bring accounts current.

Specialty Program Coordinator

Advantage Healthcare Systems
FORT WORTH, TX
03.2007 - 11.2018
  • Kept up-to-date with details of insurance plans and company requirements.
  • Developed effective invoicing procedures alongside accounting staff and contracts department to maximize effectiveness of billing operations.
  • Submitted claims to insurance companies and researched and resolved denials and explanations of benefit rejections.
  • Answered customer invoice questions and resolved issues discovered during invoicing and collection process.
  • Reported past due payments to collections department.
  • Responded to client inquiries and concerns and escalated complex problems to department supervisors.
  • Scheduled and confirmed patient appointments and consultations.
  • Completed relevant insurance and other claim forms.
  • Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
  • Explained eligibility details and affordability options to patients with kindness and respect.
  • Transmitted medical records and other correspondence by mail, e-mail, or fax.
  • Routed laboratory or diagnostic results to appropriate staff.
  • Interviewed patients to complete case histories and
  • Gathered financial information from clients regarding income, assets and debts.
  • Communicated with patients with compassion while keeping medical information private.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Explained reasons behind application denials and recommended further action.
  • Adhered to HIPAA requirements to safeguard patient confidentiality.

Education

Some College (No Degree) - Healthcare

Tarrant County College District
Fort Worth, TX

Skills

  • Employee Supervision
  • Interdepartmental Functions Coordination
  • Verbal and Written Communication
  • Time Management
  • Decision Making
  • Employee Performance Evaluations
  • Policies and Procedures
  • Patient Flow
  • Occupational Medicine
  • Orientation and Training
  • Clinical Management
  • Codes Compliance
  • Medicare Compliance
  • Facility Oversight
  • Accreditation Coordination
  • Problem Resolution
  • Profitability Strategies
  • Clinical Quality Program Standards
  • Administrative Staff Supervision
  • Problem Identification
  • Patient Advocacy
  • Health Information Systems
  • Utilization Management
  • HIPAA Guidelines

Timeline

Clinic Manager

Hunt Regional Specialists
12.2023 - Current

Clinic Manager

Premier Pulmonary
07.2023 - 12.2023

Clinic Administrator

Advantage Healthcare Systems
02.2021 - 07.2023

Billing and Credentialing

Rock + Rose Wellness PLLC
01.2019 - Current

Customer Service Manager

Heart Center Of North Texas
11.2018 - 02.2021

Specialty Program Coordinator

Advantage Healthcare Systems
03.2007 - 11.2018

Some College (No Degree) - Healthcare

Tarrant County College District

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