SARAH REDCROSS
Administrative Specialist
Stillwater,NY
Summary
Over 25 years customer service/personal assistance experience, Patient Access Specialist, Certified Family Medical Leave, Short/Long Term Disability, Worker’s Compensation, Administrative Specialist/Manager/Team Leader/Senior Scheduling Coordinator, and Certified Nursing Assistant. Develops excellent rapport as liaison between all parties involved leading to clear, consistent communication and ultimately positive outcomes and timely return to work for client and company. Respected and approachable, while effective, responsible for all aspects of managing staff as well as evaluating, training, motivating, and hiring. Successfully meets and exceeds metrics standards consistently assuring performance guarantees. Effectively ensures patient/client case confidentiality according to HIPAA laws and governing agencies. Proficient in medical terminology , ICD 10 coding, as well as Microsoft and other pertinent computer programs while adhering to HIPAA guidelines respectfully. Worked for over 5 years remotely. The most recent face to face customer service, Handling of copays, obtaining referrals through insurance companies, scheduling appointments.
Overview
28
28
years of professional experience
Work History
Caretaker
Self Employed Daycare Provider
01.2020 - Current
- Provider 0-6 years of age
- Care of Elderly
- Ran errands for patients, did shopping, and picked up other necessities.
- Planned, prepared and served meals and snacks according to prescribed diets.
- Monitored and maintained cleanliness, sanitation, and organization of assigned station and service areas.
- Remained alert to problems or health issues of clients and competently responded.
- Determined specific needs and provided most appropriate level of services for patient well-being.
- Recognized and reported abnormalities or changes in patients' health status to case manager.
- Shopped for groceries regularly in order to keep house stocked with necessities.
- Recorded temperature, blood pressure, pulse, or respiration rate as directed by medical or nursing staff.
- Documented residents' mental status, sleep and eating patterns in medical record books.
- Monitored and assisted residents through individual service plans.
- Restocked supplies and rotated items to maintain efficient operations and prevent expiration of perishable goods.
- Performed basic wound care and other medical aid, working with veterinarians to handle advanced cases.
- Sanitized toys and play equipment each day to maintain safety and cleanliness.
- Engaged with children on individual basis to build positive relationships and promote learning.
- Promoted physical, academic and social development by implementing diverse classroom and outside activities.
- Maintained well-controlled classrooms by clearly outlining standards and reinforcing positive behaviors.
- Applied play-based strategies to provide diverse approaches to learning.
- Instructed children in health and personal habits, such as eating, resting and toileting.
- Consulted with parents to build and maintain positive support networks and support continuing education strategies.
- Assessed babies and toddlers against established early childhood developmental milestones, preparing regular progress reports for each child.
- Observed children to identify individuals in need of additional support and developed strategies to improve assistance.
- Allowed for ample outdoor recreation time to support physical development.
- Developed age-appropriate activities and programs for children 0 to 6 years old.
- Made nutritious breakfasts, lunches, dinners and snacks for children.
- Promoted sensory development by providing access to different textures.
- Continually kept abreast of toy and child-related recalls and safety warnings.
- Managed food inventory for center in accordance with nutritional guidelines.
- Protected children in-class, at recess and off-site with observational skills and positive reinforcement for good behavior.
- Organized activities to teach preschool children foundational learning skills such as letters and numbers.
- Helped new preschool children get used to classes by giving one-on-one support.
- Enhanced 1-6 year-old students understanding of rules, safety and behavioral guidelines and disciplinary protocols by redesigning and simplifying them.
Patient Access Specialist
Saratoga Hospital General Surgery
09.2019 - 01.2020
- Collected and validated patient demographics and insurance information.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained signatures from financial responsibility and treatment procedures from patients or guardians.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- 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.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Prepared patient identification band and completed admissions papers.
- Performed patient pre-admission, admission, transfer and discharge activities.
- Attended weekly facility meetings to discuss logistical issues and obtain updated procedural and insurance-related instructions.
- Resolved patient financial problems with guidance from documented guidelines and procedures.
- Contacted insurance companies for patient medical billing operations.
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance.
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services.
- Contributed to reduction of accounts receivables by adhering to predetermined policies and procedures to recover amounts due from patients.
- Followed document protocols to safeguard confidentiality of patient records.
- Facilitated communication between patients and various departments and staff.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Organized patient records and database to facilitate information storage and retrieval.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Recommended service improvements to minimize recurring patient issues and complaints.
Disability Specialist II, •Administrative Manager, •Administration/Intake Specialist II, •Team Leader of intake and FMLA specialist
Reed Group
06.2005 - 09.2017
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Trained employees in company and regulatory compliance requirements to promote conformance.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement.
- Communicated corporate objectives across divisions through regular correspondence and scheduled status updates.
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns.
- Assigned tasks and directed team of office clerks.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Assisted in organizing and overseeing assignments, planning and coordinating in-house and outsourced resources.
- Optimized processes and supervised 20-25 employees.
- Directed training and retraining of employees to boost performance and enhance business results.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Performed customer needs assessments and coordinated resolutions with supply chain and quality teams.
- Coordinated all companies, business executives and site leadership teams by interacting effectively and establishing communication best practices.
- Delivered training for staff development, change management and materials, process and technical controls.
- Established team priorities, maintained schedules and monitored performance.
- Effectively supervised staff of 20-25 personnel by implementing company policies, protocols, work rules and disciplinary action.
- Defined clear targets and objectives and communicated to other team members.
- Entered data into a specifically designed Microsoft program, implementing tight safeguards to secure financial and personal information.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance on a quay basis and conveyed constructive feedback to improve skills.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Trained and developed personnel to improve safety, employee relations and resolve escalated issues.
- Followed up with customers on unresolved issues.
- Reviewed new files to determine current status of injury claim and to develop plan of action.
- Conducted full claim investigations and reported updates and legal actions.
- Escalated files with significant indemnity exposure to supervisor for further investigation.
- Addressed several customer inquiries and complaints each week.
- Checked documentation for accuracy and validity on updated systems.
- Carried out administrative tasks by communicating with clients, distributing mail and scanning documents.
- Maintained confidentiality of patient finances, records and health statuses.
- Prepared insurance claim forms or related documents and reviewed for completeness.
- Performed side by side listening/shadowing and coaching with team members to assist in the further development of staff
- Modified, updated and processed existing policies.
- Communicated effectively with staff members of operations, finance and clinical departments.
- Acted as a subject matter expert, answering internal and external questions and inquiries.
- Reviewed over 100 patient cases per week and verified insurance coverage information.
- Processed 35-50 claims a day.
- Conducted day-to-day administrative tasks to maintain information files and process paperwork.
- Examined claims forms and other records to determine insurance coverage.
- Read over insurance policies to ascertain levels of coverage and determine whether claims would receive approvals or denials.
- Delivered exceptional customer service to policyholders by communicating important information and patiently listening to issues.
- Researched claims and incident information to deliver solutions and resolve problems.
- Conducted comprehensive interviews of witnesses and claimants to gather facts and information.
- Analyzed information gathered by investigation and reported findings and recommendations.
- Maintained claims data in systems.
- Documented information gathered in field and uploaded data to company database for efficient processing using
- Determined liability outlined in coverage and assessed documentation such from police and healthcare providers to understand damages incurred.
- Organized, planned, and documented materials for Disability, FMLA, and Workers compensation claims.
- Reviewed questionable claims by conducting agent and claimant interviews to correct omissions and errors.
- Collected evidence to support contested claims in court.
- Handled over 50+ calls from employees and employers about Disability and FMLA processes.
- Monitored a large caseload for each quarter.
- Ensure legal compliance and confidentiality, provide timely notifications to employees and clients, review documentation for approvals and denials, respond to periodic audits
Environmental Specialist
Rensselaer Polytechnic Institute
09.1996 - 08.2001
- Identified training for environmental compliance and implemented training to operations and other team members.
- Developed and executed initiatives to improve environmental knowledge and awareness.
- Released reporting and recordkeeping to meet environmental regulations.
- Tracked key compliance metrics and implemented systems to improve performance.
- Cleaned, stocked and sanitized restrooms and inspected.
- Projected friendly and positive image in interaction with employees and guests and built trusting and supportive relationships with other team members.
- Served in various office, cafeteria and educational settings and gained transferable skills to clean environment to employers' full satisfaction.
- Maintained cleaning equipment, performed minor repairs and communicated with management regarding specific needs for new equipment.
- Upgraded janitorial services at facilities as evidenced by frequent comments about unprecedented cleanliness and sanitation.
Senior Scheduling Coordinator
Industrial Medicine Associates
10.2002 - 10.2005
- Gathered employee data to develop monthly work schedules, enabling proper staffing for departments for each shift.
- Developed strong working relationships with management and executive team through effective scheduling and communication skills.
- Addressed internal supply problems head-on and developed creative solutions to prevent delays and missed targets.
- Worked with manager and supervisor to plan and coordinate production schedules.
- Set NY State Disability appointments with customers.
- Verified system information for accuracy and integrity and filled in gaps by conducting research and reaching out to customers or internal personnel.
- Scheduled procedures, surgeries and doctor appointments.
- Led team of 10 scheduling coordinators.
Certified Nursing Assistant
Van Rensselaer Manor Nursing Home
09.1996 - 08.2001
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing and teeth brushing.
- Checked patient vitals such as temperature, blood pressure and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Transported patients between rooms and appointments or testing locations.
Education
Cosmetology - Cosmetology Education
John Paolo’s Xtreme Beauty Institute
Latham, NY07.2011
Liberal Arts
Hudson Valley Community College
2005
Diploma - undefined
Lansingburgh High School
1996
Certified Nursing Assistant - undefined
Van Rensselaer
1998
Skills
- Violation Resolution
- Grounds and Facility Inspection
- Complaints Investigation
- Monthly Fee and Payment Collection
- Administrative Leadership
- Performance Assessment
- ADLs Assistance
- Healthcare Information
- Companionship and Emotional Support
- Customer Relations
- Patient Needs Assessment
- Childhood Education
- Complex Problem-Solving
- Employee Motivation and Guidance
- Proper Staffing
- Daily Logs
- Office Staffing
- Community Integration
- Spreadsheet Tracking
- Terms Explanation and Enforcement
- Creative and Adaptable
- Skills Development
- Emotional Development
- Insurance Coordination
- Client Requirements
- Positive Reinforcement Methods
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Caretaker
Self Employed Daycare Provider
01.2020 - Current
Patient Access Specialist
Saratoga Hospital General Surgery
09.2019 - 01.2020
Disability Specialist II, •Administrative Manager, •Administration/Intake Specialist II, •Team Leader of intake and FMLA specialist
Reed Group
06.2005 - 09.2017
Senior Scheduling Coordinator
Industrial Medicine Associates
10.2002 - 10.2005
Environmental Specialist
Rensselaer Polytechnic Institute
09.1996 - 08.2001
Certified Nursing Assistant
Van Rensselaer Manor Nursing Home
09.1996 - 08.2001
Cosmetology - Cosmetology Education
John Paolo’s Xtreme Beauty Institute
Liberal Arts
Hudson Valley Community College
Diploma - undefined
Lansingburgh High School
Certified Nursing Assistant - undefined
Van Rensselaer
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