Rachel Dietzler
Machesney Park,IL
Summary
Collaborative leader in healthcare dedicated to coordinating comprehensive healthcare services for patients while ensuring the financial health of the organization and patients alike. Assisted in reducing denials to increase the operating margin by nearly 2% in a single quarter. Increased patient satisfaction survey scores over 5% in the past fiscal year by identifying and addressing patient needs and striving for positive outcomes for every patient, every time. Well-versed in various functions of the revenue cycle including authorizations, fulfilling payor requirements, addressing patients' financial needs, compliance and regulations, and billing procedures. Excellent communications skills and empathetic nature enabled the achievement of positive outcomes for employee satisfaction surveys, resulting in a Team Index 1 tier for the department.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Lead Patient Access Representative
OSF Healthcare
08.2022 - Current
- Training and guiding responsibilities and assignments such as: scheduling and coordinating chemotherapy regimens, labs, follow ups, genetic testing, and radiation services; handling and triaging non-clinical patient calls and communications; interpreting physicians orders; authorizing and scheduling referrals as needed for new patients and follow ups based on insurance requirements; and maintaining work-queues and incoming staff messages as needed
- Demonstrating in depth knowledge of insurance authorizations and payor requirements as well as revenue cycle functions including registration, billing, authorizations and financial assistance programs
- Maintained schedules for all job rotations to ensure even work distribution among staff and helped arranged coverage for scheduling gaps
- Secured patient information and medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered, connecting with financial assistance services as needed
- Providing excellent customer service by promptly and thoroughly answering patient inquiries, directing to appropriate departments as necessary
- Contacting insurance companies and utilizing various portals to verify eligibility and benefits as well as determining if authorization is required for services
- Processed payments, maintained accurate records of transactions, and reconciling deposit while addressing any discrepancies that may arise
- Facilitated communication between patients and physicians, nurses, oncology nurse navigators and financial services
Patient Access Associate
OSF Healthcare
05.2019 - 8/1/22
- Collected and entered patient demographic and insurance information accurately to ensure payments are received in a timely manner
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Obtained patient's insurance information and determined eligibility for benefits for services rendered
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations
Logistics/Sales Supervisor
Harbor Freight Tools
10.2015 - 10.2019
- Responsible for: opening/closing procedures, monthly audits, receiving shipments and filling the sales floor, price changes, planogram changes, monitoring inventory and maintaining accuracy, maintaining the warehouse and sales floor conditions, service recovery and cash handling/deposit procedures
- Promoted to supervisor after working one year as an associate
- Effectively coached team members and provided timely feedback to reach weekly and monthly sales goals
- Offered hands-on assistance to customers, assessing needs and maintaining current knowledge of consumer preferences
- Oversaw employee performance, corrected inconsistencies and increased efficiency to maintain productivity targets
- Promoted exceptional customer service by engaging clients on sales floor
- Submitted reports to senior management to aid in business decision-making and planning
- Built and maintained rapport with internal and external customers to effectively meet company and client objectives.
Hub Supervisor
UPS Hub
03.2016 - 11.2016
- Responsible for supervising employees for unloading, sorting or loading packages in a safe and timely manner, coaching employees on safe practices and accuracy to meet production goals for all departments
- Conducted daily observations on job methods and safety methods to ensure operational efficiency while eliminating at risk behaviors
- Performed load quality, equipment and safety audits on a monthly basis
- Demonstrated professionalism and a positive attitude
- Identified production and quality issues, analyzed information and provided solutions to problems
Air Package Handler
UPS Hub
10.2015 - 02.2016
- Unloaded packages from air containers and freight cars at a fast pace, accurately placing labels for scanning
- Assisted in other areas such as loading air craft containers and package sorting - primary sort position, secondary sort position, and sorting smalls/envelopes
- Often worked multiple departments each night to respond to production needs
- Hired immediately after seasonal position, promoted to supervisor the day of reaching seniority.
Psychology Intern
Robert Young/Riverside Center, UnityPoint Hospital
11.2014 - 02.2015
- Demonstrated passion for helping clients improve psychological wellbeing, meeting sobriety goals and adhering to treatment programs
- Identified psychological illnesses and substance abuse disorders and evaluated patients' goals to develop individualized courses of treatment
- Participated and helped direct group therapy and recreational activities for inpatients at both Riverside and Robert Young Center
- Learned the general framework for stabilizing patients with addictions and mental crises
Volunteer
UnityPoint Hospital
01.2011 - 12.2013
- Lobby ambassador tasks included directing/transporting patients to their destinations and answering general inquiries
- Emergency room tasks included cleaning/sanitizing rooms between patients, stocking medical supplies, making patients comfortable and assisting nurses as needed
- Learned to work efficiently and calmly in stressful emergency situations
- Gained experience with medical procedures and policies in a fast-paced work environment
Education
Bachelor of Arts: Pre - Medicine, Psychology, Spanish
Augustana College
Rock Island, IL02.2015
Skills
- Strategic planning with attention to detail
- Customer service and service recovery
- Team collaboration
- Regulatory compliance
- Analytical skills
- Broad and in-depth understanding of healthcare, insurance and hospital services
- Process improvement
- Interpreting physician orders
- Strong communication skills
- Proficient in Microsoft Office programs
Certification
Certified Revenue Cycle Representative (CRCR) Certification
Timeline
Lead Patient Access Representative
OSF Healthcare
08.2022 - Current
Patient Access Associate
OSF Healthcare
05.2019 - 8/1/22
Hub Supervisor
UPS Hub
03.2016 - 11.2016
Logistics/Sales Supervisor
Harbor Freight Tools
10.2015 - 10.2019
Air Package Handler
UPS Hub
10.2015 - 02.2016
Psychology Intern
Robert Young/Riverside Center, UnityPoint Hospital
11.2014 - 02.2015
Volunteer
UnityPoint Hospital
01.2011 - 12.2013
Bachelor of Arts: Pre - Medicine, Psychology, Spanish
Augustana College