Russell Williams
Fort Lauderdale,FL
Summary
Dedicated Patient Access Coordinator and Financial Counselor with extensive experience at West Boca Medical Center, specializing in insurance verification and patient counseling. Successfully led operational improvements, enhancing service efficiency while maintaining high customer satisfaction. Proficient in managing patient health insurance benefits and facilitating effective communication among patients, physicians, and administrative staff. Committed to fostering seamless workflows and delivering outstanding financial guidance to improve patient access.
Overview
24
24
years of professional experience
Work History
Patient Access Financial Counselor
West Boca Medical Center (Conifer Health)
01.2023 - 01.2024
- Created estimates based on insurance eligibility for patients checked in through Emergency Room and collected balance due via direct meetings with patients on the floors
- Counseled walk-in patients regarding hospital invoices, produced payment plans when needed
- Worked directly with case managers
Patient Access Representative
West Boca Medical Center (Conifer Health)
01.2020 - 01.2023
- Pre-registration of patients - verifying insurance eligibility, creating patient estimates
- Registration/Front Desk - Face to face patient interaction to check in for outpatient procedures, collection of deductible and/or out of pocket monies due based on eligibility estimates
- Worked directly with various hospital departments such as physical/occupational therapy, sleep study lab, and phlebotomy lab
- In-house training of new hires on registration software used and procedures
Senior Eligibility Representative
Team Health
01.2018 - 01.2020
- Supervised team of ten in the completion of all eligibility processes - oversaw team performance and implemented continuous training practices to ensure high-level customer service and optimal efficiency
- Created performance tracking process which reduced the average turnaround time for invoices from 13 days to three
- Identified internal coding error which reduced customer communications due to unnecessary claims rejections
- Maintained excellent customer care throughout the claims process in-person and through digital channels
Eligibility Representative
Team Health
01.2016 - 01.2018
- Managed clerical and customer service tasks in support of insurance eligibility and denial processes, consistently meeting or exceeding weekly quotas
- Contributed to team building and morale initiatives as a member of the department's 'celebration committee' and the organization-wide 'fun committee.'
Customer Service/Registration Associate
MD Now Urgent Care
01.2014 - 01.2016
- Provided customer service support to a high-volume facility, including registration, insurance verification and check-out, utilizing healthcare tools such as EClinicals software and Emdeon payment cycle management software
- Documented worker's compensation paperwork and other clerical services with efficiency and an organizational eye
Video Editor / Assistant Manager / Video Technician
Accord Productions/The Beach Channel (Atlantic Broadcasting)
01.2000 - 01.2014
- Assembled, edited, and delivered video content and still images in service of long-term projects within fast-paced corporate environments
- Interfaced regularly with management to recommend solutions to customer concerns and organizational roadblocks
- Oversaw day-to-day operations of the organization's north office
Education
Associate of Arts - Music, and Video Business
The Art Institute of Fort Lauderdale
Associate of Arts - Liberal Arts
Palm Beach Community College
Skills
- Customer Relations
- Project Management
- Administrative Support
- Team Management and Training
- Performance Management
- Technical Proficiency
- Operational Improvements
- Creative Problem-Solving
- Payment Processing
- Microsoft Office Suite
- Patient Access Insights (PAI)
- Patient Access Systems/Tenet
- Phreesia Patient Intake Software
- Patient Billing and Accounts Receivable (PBAR)
- Enterprise Territory Management (ETM)
- Client Relationship Management (CRM)
- GE Healthcare Systems (IDX)
- Video Editing and Production
- Financial advice
- Patient counseling
- Client relationship
- Insurance verification
- Professional relationship building
- Proficient in [software]
- Relationships and rapport
- Effective customer communication
- Telephone etiquette
Additional Information
Previous customer service experience available upon request.
Affiliations
Board member of local division two minor league soccer team supporters group and also a US National Soccer Team supporters group – organized barbecues, game watch parties for 10 to 250 attendees, charity events, merchandise sales, maintained website. Hosted podcast for the group
Active volunteer within our condominium community assisting the board with various projects
References
References available upon request.
Timeline
Patient Access Financial Counselor
West Boca Medical Center (Conifer Health)
01.2023 - 01.2024
Patient Access Representative
West Boca Medical Center (Conifer Health)
01.2020 - 01.2023
Senior Eligibility Representative
Team Health
01.2018 - 01.2020
Eligibility Representative
Team Health
01.2016 - 01.2018
Customer Service/Registration Associate
MD Now Urgent Care
01.2014 - 01.2016
Video Editor / Assistant Manager / Video Technician
Accord Productions/The Beach Channel (Atlantic Broadcasting)
01.2000 - 01.2014
Associate of Arts - Music, and Video Business
The Art Institute of Fort Lauderdale
Associate of Arts - Liberal Arts
Palm Beach Community College
Similar Profiles
Surupaa VishudanandSurupaa Vishudanand
Pharmacy Technician at Tenet Health - West Boca Medical CenterPharmacy Technician at Tenet Health - West Boca Medical Center
Skylar FarinaSkylar Farina
NICU Registered Nurse at West Boca Medical CenterNICU Registered Nurse at West Boca Medical Center
Michael AppleMichael Apple
Electrician at West Boca Medical CenterElectrician at West Boca Medical Center