Shelley Mcnutt
Columbus
Summary
Experienced with customer service and teamwork essential for success. Utilizes effective communication and multitasking to maintain high service standards. Knowledge of operational procedures and commitment to collaborative work environments.
Overview
19
19
years of professional experience
Work History
Crew Scheduling Coordinator
PSA Airlines
10.2022 - Current
- Help coordinate with dispatch and the MOC on any operational needs
- Notify crews of cancelations/ diversions and work staff accordingly
- Answer Supervisor emails from all departments and crew members
- Process FLICA holds for first come first serve and crew member trip trades
- Process PED request in both email and our K2 PED system
- Process workday medical leave and termination requests
- Monitor various reports for legality of flying and making sure staff get proper rest
- Notify crew members on modifications to their schedules
- Incorporate additional flying into schedules as necessary for operational needs following FAA and contractual guidelines
- Help to train new hires in our FA scheduling practices and recently received training on scheduling pilots
- Help to create a team working environment with a desire to learn and continue to grow within the PSA organization
- Monitor various reports for legality of flying and making sure staff get proper rest
Pick/ Pack distribution
Chewy Fulfillment Center
10.2021 - 01.2022
- Pick orders that were placed online for customers
- Packaging and running tape line
Car Sales
KIA of Dayton
06.2021 - 10.2021
- Guided customers through their purchasing process of a new or used vehicle
- Contacted leads and assessed their needs for a vehicle to make specific recommendations
- Followed up with customers pertaining to their custom orders
- Answered incoming phone calls and directed them accordingly
Midwest Vein and Laser
11.2020 - 06.2021
- Maintained all insurance, billing, and credentialing for clinic
- Requested prior authorization for varicose vein treatments within the clinic
- Enter all billing charges for services provided/ updated ICD10 codes as necessary to ensure accurate payment
- Followed up on all claims that were outstanding and sent pertaining medical records for review
Alternate Health Solutions
09.2019 - 11.2020
- Request prior authorization for home health through various insurance agencies
- Keep updated authorization guidelines for each insurance that I encounter
- Create and maintain contacts for insurance representatives
- Submit clinical documentation to help create cases for medical necessity
- Work closely with billing specialist to make sure we are meeting team and company financial goals
Medical Office Manager
OSU Physicians
03.2015 - 06.2016
- Promoted to an administrative office manager over a general internal medicine clinic site to improve registration, call center, and medical records processes
- Streamlined clinical procedures to ensure proper communication between staff, patients, and physicians
- Attend weekly, monthly, and quarterly meetings and report meeting minutes to division directors to help with NCQA guidelines to become PCMH certified
- Facilitated new processes for home health care accounts which restructured workflow from beginning to end to ensure timely return of paperwork to health care agencies
- Work with co-manager to come up with yearly budget for new equipment and office renovations
- Personally facilitated office claim rejection rates from 8% down to 2%
- Monitor call quality and meets with call center staff individually to review areas for improvement
- Bill patients insurance for additional services provided by the office that are outside of office visit charges
- Run reports for registration, medical records, and the call center and utilizing Excel and its functionalities to show progress and the meeting of team goals
- Manage 30 physicians clinical schedules and time off requests, ensure proper coverage is attained for their absence and work with over 50 resident physicians in the same capacity
- Mentor staff, encourage growth and knowledge of additional job duties to make them more valuable to the company and to our clinic area
- Promote teamwork through fair practices and discipline when necessary
- Perform yearly reviews for 13 staff members through ongoing assessments of performance
- These reviews were the basis for wage increases and/or any additional shifts within employment
Shared Services Supervisor
OSU Physicians
05.2012 - 03.2015
- Appointed to Shared Services Supervisor
- In addition to the Patient Concierge Program and still leading the registration team my additional responsibilities included supervising a medical records department of three employees and subsequently started a new patient call center line which added two staff members
- Supported staff in all aspects of job duties by following company guidelines and enforcing company policies
- Reduced call wait times for outside clinical call centers by creating a new patient call center which streamlined the process for registration and patient questions
- Launched a pre-registration process to review patient’s insurance prior to their appointment which allowed for proper collections of co-pay and self-pay amounts
- This in return also reduced claim rejection rates by 56% over 17 different specialty areas saving over $800,000 in a one year period
- The process proved so successful that is being adapted and implemented throughout the organization
- Run reports for registration, medical records, and the call center and exported reports to Excel spreadsheets and used functions to show progress and the meeting of team goals for easy understanding by management and division directors
- Became a super user of the IHIS medical records system to be able to handle advanced questions about the system and how to operate certain functionalities
- Included in yearly review process and was able to show individual statistics to provide support for annual raises
- Included in disciplinary actions for staff who were not performing well
Patient Service Associate Lead
OSU Physicians
01.2012 - 05.2012
- Promoted to team lead over six staff members in a shared registration environment
- Over saw check-in processes and an information desk for the floor in addition to continuing to grow and mentor staff members of the Patient Concierge Program staff
- Managed day to day operations, end of day banking processes and completed deposit pickup for two other departments
- Changed registration processes by quickening registration for patients who were frequently seen, thus reducing redundancy and increasing accuracy
- Promoted teamwork by advocating for staff and encouraging personal growth and development
- Merited staff for job performance and objectively reported disciplinary concerns to upper management
- Provided stellar customer service and handled escalated patient and physician concerns using the HEAT method
Patient Concierge Program
OSU Physicians
10.2011 - 01.2012
- Recruited to create a concierge program for Internal Medicine to facilitate proper patient follow up after hospitalizations in efforts to reduce readmission and clinic no-show rates by ensuring patient knowledge of follow-up appointments, testing, and procedure instructions
- Created presentations, brochures and pamphlets to meet with managers to grow and promote and sell the new program
- Created Internal Medicine Patient Concierge Service guidelines for scheduling patients once discharged from the hospital setting
- Worked closely with patient care resource managers and clinical managers to ensure patients were scheduled within appropriate time frames in specialty clinics
- Utilized previous knowledge of scheduling to reduce hospital readmissions by coordinate testing and appointments for patient convenience
- Reduced clinic no-show rates by 40% through developed procedures involving post-hospitalization appointments through patient phone assessments regarding follow-up
- Reduced pneumonia readmissions by working closely with the pulmonary group to make sure timely follow up was completed by following Medicare guidelines
- Hired and trained additional staff
Patient Account Representative I
OSU Physicians
11.2009 - 10.2011
- Transferred to billing office and learn back end procedures and processes
- Worked Independently with little to no supervision to reach personal and team goals
- Attended and participated in team meetings to help determine objectives of claim reviews
- Facilitated the claim adjudication process by contacted insurance companies to follow up on claim and payments not received
- Reviewed medical documentation for appeal opportunities
- Added corrected CPT and diagnosis codes with modifiers when necessary to resubmit claims for review and possible additional payments
- Utilized Excel pivot tables and drill down functions to determine priority of claim review and when an appeal was appropriate to submit
- Data entry in Excel to log payments from both insurance companies and patients
- Contacted patients and explained in simplified terms the claim payments and processing
- Handled escalated patient issues with billing
Patient Service Associate
OSU Physicians
02.2006 - 11.2009
- Worked in a fast paced environment for a multi-specialty clinic with three team members to achieve daily goals in coordinating and treating an average of 120 patients’ care
- Team effort and communication skills were necessary to achieve these goals within demanding timeframes
- Check-in/Check-out- updated patient demographics and billing information
- Coordinated patient follow up appointments and testing for patient convenience
- Collected Co-payments and submitted daily logs and money for deposit
- Medical transcription work for cardiology physicians
- Medical records filing and assisted in transition to EPIC Electronic Medical Records
- Helped Facilitate prior authorizations for procedures and medications
- Became Master Scheduler and personally handled 15 physicians’ clinic schedules
- Trained new staff members on office processes and procedures
Education
Health Information Management Technology -
Columbus State Community College
01.2017
Medical Terminology -
TechSkills
01.2008
High school diploma - College preparatory classes
Reynoldsburg High School
01.1999
Bachelors - Healthcare Administration
Ashford University
03.2025
Skills
- Customer Service
- Coding
- Billing
- Revenue Processes
- Teamwork and collaboration
- Multitasking and organization
- Time management
- Problem-solving
- Attention to detail
Skills Achievements
- Highly skilled and dedicated to excellent customer service with over 18 years’ experience in planning, coordinating and supporting daily operations and administrative functions.
- Microsoft office (Word, Excel, PowerPoint, OneNote and Outlook).
- Medical terminology, coding and billing experience.
- Precertification and medical chart review.
- Superuser for IHIS in the clinical setting.
- Successfully created the Patient Concierge Program with an overall reduction rate of 40% in clinical no shows.
- Successfully launched a Pre-Registration process and reduced claim rejection rates by 56% for 17 different specialty groups saving the organization over $800,000 in revenue.
- Reduced current clinic rejection rates by 6% over all saving an average of $250,000.
Timeline
Crew Scheduling Coordinator
PSA Airlines
10.2022 - Current
Pick/ Pack distribution
Chewy Fulfillment Center
10.2021 - 01.2022
Car Sales
KIA of Dayton
06.2021 - 10.2021
Midwest Vein and Laser
11.2020 - 06.2021
Alternate Health Solutions
09.2019 - 11.2020
Medical Office Manager
OSU Physicians
03.2015 - 06.2016
Shared Services Supervisor
OSU Physicians
05.2012 - 03.2015
Patient Service Associate Lead
OSU Physicians
01.2012 - 05.2012
Patient Concierge Program
OSU Physicians
10.2011 - 01.2012
Patient Account Representative I
OSU Physicians
11.2009 - 10.2011
Patient Service Associate
OSU Physicians
02.2006 - 11.2009
Health Information Management Technology -
Columbus State Community College
Medical Terminology -
TechSkills
Bachelors - Healthcare Administration
Ashford University
High school diploma - College preparatory classes
Reynoldsburg High School
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