Shea Lowry
Columbus,Ohio
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
14
14
years of professional experience
Work History
Patient Access BH CDC/CASD LEAD – Behavioral Health
Nationwide Children's Hospital
02.2020 - Current
- Indirect supervisor of 10 support staff
- Assist in recruitment, hiring, and training of patient access staff
- Manage and lead day-to-day outpatient clinic office duties supporting a clinical team of 100+
- Manage data reports to identify improvements for access to patient care
- Work with providers and operations leadership to create a process for template changes to eliminate/reduce patient impact through reschedules
- Collaborative Leader on clinic team - Problem solve billing and other Customer Service needs
- Assists Supervisor in identifying areas for improvement opportunities and helps determine the best approach for workflow and special projects
- Ensures scheduled patients have been accurately pre-registered and meet managed care requirement prior to the patient's arrival
- Maintains patient work queues for Westerville Clinics
- Shows enthusiasm and support and is a positive influence on employee morale
- Works with peers in determining the best approach for workflow and special projects
- Acts as a resource in answering staff’s questions and handling difficult situations
- Maintains the rights of the patient, family regarding confidentiality of medical record according to policy
- Manage the schedules/templates of 40+ clinical staff across multiple disciplines
- Participates in staff meetings and conducts meetings as necessary.
- Collaborated with interdisciplinary team members to create comprehensive treatment plans for clients.
- Facilitated family support groups, providing education on mental health conditions and empowering families to advocate for their loved ones'' needs effectively.
- Enhanced patient care by developing and implementing individualized behavioral treatment plans.
- Participated in ongoing training opportunities to stay current on best practices in behavioral health treatment methodologies.
- Developed and maintained positive relationships with clients to create safe and supportive environment.
- Developed strong rapport with clients, establishing trust and encouraging open dialogue about their experiences and challenges.
Ambulatory Patient Access Representative – Behavioral Health
Nationwide Children's Hospital
02.2014 - 02.2020
- Provided excellent customer service to patients and families by applying the best practices
- Registered patients across numerous registration locations
- Scheduled appointments for patients; verified all patient information prior to initial visit
- Screened registrations to ensure pre-certification and physician referral requirements were met
- Assisted in identifying self-pay patients and referring them for financial assistance when applicable
- Trained and orientated peers
- Participated in numerous department projects
- Created and maintained templates.
- 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.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Increased efficiency in managing high call volumes by developing effective phone triage techniques for prioritizing urgent matters.
- Trained new hires on department procedures, policies, and software systems, ensuring consistent quality service delivery from all team members.
- Resolved patient billing issues in line with established guidelines.
- Participated in ongoing professional development opportunities to stay current with industry trends and best practices in patient access services.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Facilitated smooth billing processes by verifying insurance eligibility, obtaining authorizations, and accurately entering claim details into the system.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
- Trained new staff on hospital processes and procedures.
- Assisted with administrative tasks such as filing, data entry, and report generation to support streamlined office operations.
- Developed proficiency in various healthcare software programs for accurate documentation of patient encounters and streamlined workflows within the department.
- Adapted quickly to changing demands within the healthcare environment, demonstrating flexibility and a strong commitment to quality patient care.
- Provided excellent customer service through active listening skills, understanding patient needs, and offering tailored solutions where applicable.
- Providing excellent customer service by promptly answering patient inquiries.
- Improved patient satisfaction scores by actively addressing concerns and providing prompt assistance during the check-in process.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Streamlined patient registration processes by implementing efficient data collection methods and reducing wait times.
- Trained new staff on filing, phone etiquette and other office duties.
Administrative Assistant
Brooks and Wade Auto Works
01.2011 - 01.2014
- Organized and scheduled appointments for auto service needs
- Record keeping for customers data filling systems
- Updates clients and staff of projects status
- Bought materials
- Organized and updated filing system
- Processed payments.
- Executed record filing system to improve document organization and management.
- Restocked supplies and placed purchase orders to maintain adequate stock levels.
- Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
- Received and sorted incoming mail and packages to record, dispatch, or distribute to correct recipient.
- Scheduled office meetings and client appointments for staff teams.
- Developed and updated spreadsheets and databases to track, analyze, and report on performance and sales data.
- Supported executive staff through scheduling meetings, coordinating travel arrangements, and preparing crucial documents.
- Coordinated office supply inventory management, proactively ordering necessary items before depletion to avoid workflow disruptions.
- Assisted in onboarding new employees, providing training materials, and coordinating orientation schedules to ensure a smooth integration into the team.
- Maintained up-to-date knowledge of industry best practices and office software updates to maximize efficiency in administrative tasks.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Assisted coworkers and staff members with special tasks on daily basis.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
Case Management Extender
Nationwide Children's Hospital
Columbus, OH
03.2024 - Current
- Self-motivated, with a strong sense of personal responsibility.
- Managed time efficiently in order to complete all tasks within deadlines.
Education
Bachelor’s - Business
Ohio Christian University
Associates Degree - Medical Assisting
Technology Education College
Skills
- Team Development
- Project Management
- Customer Relations
- Conflict Resolution
- Leadership Skills
- Public Speaking
- Recovery Coaching
- De-escalation Techniques
- Crisis Management
- Critical Thinking
- Employee Training
- Active Listening
- Encouragement and Motivation
- Progress Documentation
- HIPAA Requirements
Memberships And Committees
- CDC Committee for Social Change
- Problem Review and Resolution program
- EPIC registration Superuser
- Culture Coach
Timeline
Case Management Extender
Nationwide Children's Hospital
03.2024 - Current
Patient Access BH CDC/CASD LEAD – Behavioral Health
Nationwide Children's Hospital
02.2020 - Current
Ambulatory Patient Access Representative – Behavioral Health
Nationwide Children's Hospital
02.2014 - 02.2020
Administrative Assistant
Brooks and Wade Auto Works
01.2011 - 01.2014
Bachelor’s - Business
Ohio Christian University
Associates Degree - Medical Assisting
Technology Education College
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