SHELLY DRANE
Charlotte,North Carolina
Summary
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
20
20
years of professional experience
Work History
EBO Representative-Remote
State Collection Service
01.2021 - Current
- Make and answer calls in the name of the client to resolve billing and payment issues utilizing established work queues and call pools as necessary.
- Contacted customers to discuss past-due accounts and negotiated payment plans.
- Responds to requests for information by patient/account holders in a professional, thorough, explainable manner.
- Acts to gain payment or arrange payment on behalf of the client as appropriate.
- Follows client-specific protocols and policies when carrying out duties.
- Investigates and responds to client inquiries as needed.
- Review and interpret patient statement, payment information from EOBs, balance, and clients’ contractual terms/agreements and to accurately apply payment and adjustments when necessary.
- Adhere to all FDCPA, FCRA, HIPPA and other applicable laws.
- Increased customer satisfaction by addressing and resolving complaints in a timely manner.
- Handled customer complaints quickly and professionally to restore customer confidence and prevent loss of business.
Field Accounting Support
Compass Group USA
10.2018 - 04.2020
- Record and file all Field Accounting division journal entries after period end.
- File Accounts Payable documentation on a weekly basis..
- Scan and save in Adobe PDF format all contract investment team journal entries throughout the period.
- Key and file all source documents submitted by field accountants daily.
- Maintain filing records for all documents sent to Records Storage Center.
- Coordinate the retrieval and distribution of records to Records Storage Center as needed.
- Other miscellaneous duties as assigned by the management team as needed.
- Distribute business checks to the appropriate accountant.
- Collaborated with colleagues to complete quarterly reconciliations, ensuring accurate account balances.
Patient Registrar
US HealthWorks
10.2017 - 06.2018
- Schedule patients for follow up appointments.
- Collected monetary for drug screen, immigrations and physicals.
- Referrals for diagnostic testing and physical therapy.
- Input DOT Cards into NRCMA website.
- Ensure packets are put together for the next business day.
- Fax/Email Employer Services paperwork to designated parties.
- Maintain inventory of office supplies and printed forms.
- Facilitated timely check-in by greeting visitors and establishing purpose of visits.
- Enhanced data accuracy by diligently verifying insurance coverage, demographic information, and other essential details.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
Secretary/Scheduler Coordinator
Mission Healthcare
11.2015 - 09.2017
- Scheduled and changed appointment for all chemotherapy infusion, pain and oncology procedures; also conducted follow-up calls to other healthcare professionals.
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Maintained work and lobby area in neat and orderly manner.
- Maintained high levels of customer satisfaction through diligent scheduling coordination, ensuring all deliverables were met within agreed timeframes.
- Explained Advanced Directives, Consent for treatment to patients.
- Monitored front areas so that questions could be promptly addressed.
- Worked with supervisors and team members to understand supply needs and bring levels within desired tolerances.
Patient Account Representative
WakeMed Health & Hospital
08.2007 - 11.2015
- Verified insurance, authorizations via phone calls or web.
- Provided outstanding customer service to the patient and their family members.
- Assured the patients and family members understood their financial responsibilities.
- Audited charts for correct income verification process.
- Discussed and educated family members on various services offered by the hospital and methods of payment for services including but not limited to Medicare, Medicaid, Charity Care and Private Pay.
- Prompted response to emails and telephone calls.
- Notarized Advanced Directives for patient and family.
- Explain to patient their Consent for treatment, Important Message from Medicare, ABN and EMTALA.
- Reconciled statements with patient records.
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Reviewed insurance eligibility and verified coverage details to minimize claim denials and delays in payment.
- Worked with outside entities to resolve issues with billing, claims, and payments.
- Facilitated smooth communications between patients, providers, and insurers, fostering an atmosphere of trust and collaboration.
- Electronically submitted bills according to compliance guidelines.
- Collaborated with the medical staff to ensure proper documentation and coding for accurate billing.
- Maintained accurate records of all transactions, ensuring timely payments from patients and insurance providers.
- 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.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- 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.
Patient Registrar
Beaufort Memorial Hospital
09.2004 - 08.2007
- Assisted in completion of admissions or insurance forms
- Responsible for the maintenance and readiness of accurate patients' records
- Assigned patients beds and carry out procedures to admit, transfer, or discharge patients
- Facilitated timely check-in by greeting visitors and establishing purpose of visits.
- Enhanced data accuracy by diligently verifying insurance coverage, demographic information, and other essential details.
- Managed high-stress situations calmly and professionally while prioritizing multiple competing demands during peak hours or emergency situations.
- Set up patients in system by documenting key data, confirming eligibility, and verifying insurance benefits.
- Contributed to a positive patient experience by providing exceptional customer service and addressing any concerns or questions throughout their visit.
- Acted as a liaison between patients and healthcare providers, resolving any concerns related to scheduling, insurance, or other administrative matters.
- Communicated appropriate pre-procedure information to patient when registering and referred any unanswered patient questions to Team Manager.
- Ensured patient privacy and confidentiality, adhering to HIPAA regulations in handling sensitive personal information.
Education
High School Diploma -
Bethel High School
Hampton, VA06.1987
Skills
- Customer Support
- Goal-oriented mindset
- Customer Relations
- Data entry proficiency
- Telephone reception
State
NC
Zip
28269
City
Charlotte
Personal Information
Title: Customer Service
Timeline
EBO Representative-Remote
State Collection Service
01.2021 - Current
Field Accounting Support
Compass Group USA
10.2018 - 04.2020
Patient Registrar
US HealthWorks
10.2017 - 06.2018
Secretary/Scheduler Coordinator
Mission Healthcare
11.2015 - 09.2017
Patient Account Representative
WakeMed Health & Hospital
08.2007 - 11.2015
Patient Registrar
Beaufort Memorial Hospital
09.2004 - 08.2007
High School Diploma -
Bethel High School
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