Rowna S Payton
Chicago,IL
Summary
Seasoned Perioperative Scheduler from Rush University Medical Center, adept in Epic Scheduler and fostering client relations, significantly enhances surgical scheduling efficiency. Leveraging attention to detail and robust communication skills, I streamline operations and improve patient satisfaction. Recognized for developing strategic solutions that bolster team performance and service delivery. Versatile office and administrative support professional with comprehensive experience in various office environments. Demonstrated ability to adapt quickly to new software and systems, improving data management and operational processes.
Overview
21
21
years of professional experience
Work History
Patient Access (Emergency Room)
Advocate Aurora Healthcare
Park Ridge, IL
03.2022 - Current
- Ability to function in a high-volume, multiple-task environment, possibly in a crowded or closely shared workspace. Exposure to ill patients, and the ability to work under stressful conditions, with demanding customers. Provides efficient, high-quality service to patients who arrive at the emergency room. Assist multiple ambulances and trauma teams with registration and patient information. Greets and accurately registers patients in the EMR system, verifying essential billing and demographic information. Provided support and guidance to colleagues to maintain a collaborative work environment. Exceeded customer satisfaction by finding creative solutions to problems. Maintained updated knowledge through continuing education and advanced training. Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
Perioperative Scheduler
Rush University Medical Center
Chicago, IL
08.2021 - Current
- Schedules, reschedules, or cancels surgical appointments for both Urology, Plastic, and ENT. Communicates with all surgical candidates to set up appointments, provide patients with information about pre-operative requirements, inform patients of surgical requirement timelines, and answer any insurance-related questions about surgical procedures. Coordinate surgical scheduling information flow into and out of the clinic. Maintains a direct communication line with the key OR staff. Contacts various outside agencies to retrieve insurance pre-authorization, and other medical documentation needed. Keeps an open line of communication with scheduled patients and medical staff to alleviate missing information for scheduled procedures. Solves surgical scheduling problems by seeking out the appropriate people, and resources. Answers telephone calls efficiently and courteously. Maintained updated knowledge through continuing education and advanced training. Developed and maintained scheduling procedures to ensure the timely completion of projects. Offered reception coverage to relieve staff during absences or breaks. Provided support in identifying critical path activities to ensure deadlines are met.
Contact Center Agent (Advocate Medical Group)
Advocate Aurora Healthcare
Chicago, IL
12.2012 - 01.2022
- Comprehensive call auditing to ensure accurate, high-quality patient service at the contact center. Major responsibilities include auditing the quality of completed work, including telephone calls, messages, and web correspondence for all associates, and working with trainers, managers, and supervisors to implement improvement plans for associates as appropriate. Document provider messages, including prescription refill and referral requests, in the Allscripts software system. Utilized job-related software to prepare change-of-address records and issue service discontinuance orders. Monitored customer satisfaction levels through surveys and feedback forms. Contributed ideas for process improvements that would increase efficiency of contact center operations. Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks. Collaborated with sales team members to stay current on inventory levels and resolve item issues. Assisted customers with inquiries and transactions to meet productivity goals and achieve profit growth. Monitored performance metrics, such as average handle time and first call resolution. Enhanced productivity and customer service levels by anticipating needs and delivering outstanding support. Handling 125-175 calls daily in a centralized contact center, addressing issues such as immediate and appropriate resolution to patient inquiries related to appointment scheduling, or any services that can be provided.. Partnering with other departments, Advocate Health Centers, Advocate Hospitals, Home Health, and Medical Groups, to provide all possible resolutions for customers
Practice Manager (Rush University Medical Center)
Uropartners, LLC
Chicago, IL
03.2004 - 06.2021
- Responsible for managing the day-to-day operations of a clinical practice. Manages and administers the daily operations, organizes work, sets priorities, meets critical deadlines, and follows up on assignments with minimum direction while working under the direction of the Department Lead Physician. Responsible for implementing and maintaining organizational policies and procedures related to all facets of practice operations, including ideal patient experience standards, staffing models, patient care practices, protocols, standards, and time and attendance. Provides support to the Clinical Practice Physicians, clinical and administrative staff in matters regarding the provision of quality patient care, patient flow, customer service, payroll, time, and attendance. Completing special assignments that require collecting data, organizing, and analyzing information based on significant decisions. Worked as a secretary, editing and drafting documents for incoming residents. Responsible for coding all cases submitted by offices and manually entering charges directly into the practice management systems. Reinforces the revenue cycle through collaboration with the Billing Manager and the leadership team. Participates in the Continuous Quality Improvement committee to ensure that key quality measures are in compliance, and outcomes are achieved. Insured, the Merit-based Incentive Payment System was credited to every office visit. Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges. Ensured compliance with relevant state laws governing healthcare practices. Recruited, hired and trained new medical and facility staff. Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting. Monitored compliance with HIPAA regulations concerning patient privacy rights. Monitored inpatient bed use, facilities, and staff to provide optimal use of resources. Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism. Assisted with development of regulatory compliance systems. Identified the needs of customers promptly and efficiently. Worked effectively in team environments to make the workplace more productive. Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
Education
A.A. - Paralegal Studies
Robert Morris College
Chicago, IL01.2002
A.A. - Medical Assistant
Robert Morris College
Chicago, IL01.1995
Skills
- Lotus Notes
- Epic Scheduler
- Lastword Client
- Statlan
- Oasis
- Microsoft Office
- Alegra
- Misys Vision
- Allscripts EHR
- PM
- Phressia
- Client-specific scheduling
- Payroll processing
- Insurance verification
- Microsoft Office Suite
References
Available Upon Request
Timeline
Patient Access (Emergency Room)
Advocate Aurora Healthcare
03.2022 - Current
Perioperative Scheduler
Rush University Medical Center
08.2021 - Current
Contact Center Agent (Advocate Medical Group)
Advocate Aurora Healthcare
12.2012 - 01.2022
Practice Manager (Rush University Medical Center)
Uropartners, LLC
03.2004 - 06.2021
A.A. - Paralegal Studies
Robert Morris College
A.A. - Medical Assistant
Robert Morris College
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