Sheena Ingram
Winston-Salem,NC
Summary
Patient Access and Healthcare Operations professional with 10+ years of progressive experience supporting high-volume medical practices within large health systems. Proven leader in patient scheduling, access optimization, staff training, and front-office operations. Expertise in provider template management, workflow coordination, and improving patient access to care. Known for enhancing operational efficiency, supporting team development, and delivering excellent patient experiences. Strong working knowledge of insurance verification, authorization processes, and revenue cycle impact.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Billing Account Specialist
Atrium Health Wake Forest Baptist - CareNet Counseling
09.2021 - Current
- Manage patient accounts and prepare accurate, timely invoices while maintaining strict compliance with confidentiality and regulatory standards
- Submit, correct, and resubmit insurance claims to ensure timely reimbursement and adherence to payer requirements
- Monitor, reconcile, and resolve financial discrepancies to maintain accurate account balances
- Track and reconcile insurance payments and patient payments, ensuring proper allocation
- Oversee denial, rejection, and appeal processes, working proactively to secure appropriate reimbursement
- Coordinate follow-up with patients and insurance companies to resolve unpaid or underpaid claims
- Support A/R operations by ensuring timely collection and resolution of outstanding balances
Clinical Services Scheduling Coordinator
Atrium Health Wake Forest Baptist - CareNet Counseling
05.2016 - 09.2021
- Served as Lead Scheduler for the Pain Shared Service Line, supporting high patient volumes across multiple providers
- Provided day-to-day leadership, task delegation, and workflow oversight for Patient Service Representatives
- Collaborated with Nurse Manager and Administrative Director to implement scheduling workflows, projects, and procedural updates
- Coordinated provider, resident, and nurse schedules to support efficient clinic operations
- Managed new patient referrals and coordinated office and procedural appointments
- Maintained and adjusted clinic templates to address provider availability, clinic changes, and operational needs
- Performed daily cash and balance reconciliation for departmental transactions
- Served as liaison between clerical staff, nursing staff, and providers to resolve workflow and patient access issues
- Assisted with interviewing, onboarding, and evaluating PSRs
- Monitored staff performance and provided feedback to support development and clinic efficiency
- Stepped in to perform frontline scheduling and PSR duties as needed to ensure continuity of operations
- Maintained professionalism when managing escalated patient concerns and communicated issues to leadership as appropriate
- Improved scheduling efficiency and patient access by optimizing templates and reducing appointment gaps
Patient Service Representative
Wake Forest Baptist Medical Center
12.2014 - 05.2016
- Scheduled patient appointments and managed high-volume phone lines for Pain Services
- Collected co-pays and processed financial transactions
- Conducted insurance verification and eligibility checks
- Managed medical records documentation and message routing
- Supported patient check-in and check-out processes
- Delivered consistent, high-quality customer service in a fast-paced clinical environment
Patient Services Coordinator II
Novant Health Medical Center
01.2014 - 12.2014
- Scheduled patient appointments, ensuring timely and accurate bookings
- Collected co-pays and managed financial transactions at check-in
- Managed multiple phone lines, providing efficient and responsive service
- Processed medical records and ensured proper documentation
- Conducted insurance verification to confirm coverage and eligibility
- Routed messages to the appropriate staff members for prompt follow-up
- Managed patient check-in/check-out processes, ensuring a seamless experience
- Delivered exceptional customer service, maintaining a professional and helpful attitude in all interactions
Patient Service Representative
Wake Forest Baptist Medical Center
01.2012 - 01.2014
- Scheduled patient appointments, ensuring timely and accurate bookings
- Collected co-pays and managed financial transactions at check-in
- Managed multiple phone lines, providing efficient and responsive service
- Processed medical records and ensured proper documentation
- Conducted insurance verification to confirm coverage and eligibility
- Routed messages to the appropriate staff members for prompt follow-up
- Managed patient check-in/check-out processes, ensuring a seamless experience
- Delivered exceptional customer service, maintaining a professional and helpful attitude in all interactions
Patient Representative
Spinal Wellness and Rehab, Inc
08.2010 - 01.2012
- Scheduled patient appointments, ensuring timely and accurate bookings
- Collected co-pays and managed financial transactions at check-in
- Phone lines triage providing efficient and responsive service
- Processed medical records and ensured proper documentation
- Conducted insurance verification to confirm coverage and eligibility
- Routed messages to the appropriate staff members for prompt follow-up
- Managed patient check-in/check-out processes, ensuring a seamless experience
- Delivered exceptional customer service, maintaining a professional and helpful attitude in all interactions
Education
Bachelor of Science - Healthcare Administration
Walden University
08-2028
Ask The Biller (An AAPC Approved Education Provider)
Dr. Tawana’s AAPC CPC Training
Winston-Salem, NCDiploma - Medical Assistant
Living Arts Institute
Winston-Salem, NC05-2011
High School - undefined
East Forsyth High School
Kernersville, NC06-2006
Skills
- Patient Access & Scheduling Optimization
- Provider Template & Schedule Management
- Front-End Revenue Cycle Processes
- Insurance Verification & Authorizations
- Staff Training & Team Leadership
- Workflow Coordination & Process Improvement
- Patient Flow & Clinic Operations
- Epic EMR (Scheduling & Registration)
- Performance Monitoring & Coaching
- Patient Relations & Service Recovery
- Cross-Department Collaboration
- Financial Clearance Processes
Certification
- Certified Specialist in Payment & Reimbursement (CSPR), HFMA – August 2025
- Certified Professional Coder – Apprentice (CPC-A), AAPC – April 2022
Timeline
Billing Account Specialist
Atrium Health Wake Forest Baptist - CareNet Counseling
09.2021 - Current
Clinical Services Scheduling Coordinator
Atrium Health Wake Forest Baptist - CareNet Counseling
05.2016 - 09.2021
Patient Service Representative
Wake Forest Baptist Medical Center
12.2014 - 05.2016
Patient Services Coordinator II
Novant Health Medical Center
01.2014 - 12.2014
Patient Service Representative
Wake Forest Baptist Medical Center
01.2012 - 01.2014
Patient Representative
Spinal Wellness and Rehab, Inc
08.2010 - 01.2012
High School - undefined
East Forsyth High School
Diploma - Medical Assistant
Living Arts Institute
Bachelor of Science - Healthcare Administration
Walden University
Ask The Biller (An AAPC Approved Education Provider)
Dr. Tawana’s AAPC CPC Training