Shelly Reardon

• Manage business office functions, accuracy and efficiency while maintaining customer and patient focus.
• Manage day to day operations within emergency and outpatient department registration
• Manage team schedules
• fill in operation coverage when needed
• time off requests
• reporting and perform daily rounding's
• Identify workflow issues and providing solutions
• prepare, analyze, and provide daily, weekly, and monthly metrics reports on key AR metrics as assigned
• Measure and monitor KPI metrics related to AR performance with an emphasis on aging categories.
• Mentor and coach a team while holding each member accountable.

• Performs all the duties of the Scheduling/ Registration staff.
• Builds providers schedules in EHS (EPIC) System Administration and revises, as needed.
• Coordinates and facilitates training and staff meetings.
• Designs, implements, evaluates, and revises (if needed) processes and procedures to ensure efficient and effective working systems for the Scheduling/ Registration and Outreach departments.
• Ensures that Providers are being scheduled according to the current templates. Updates and distributes templates, as needed.
• Responsible for completing payroll and performance evaluations for direct reports.
• Investigates and resolves complaints.
• Participates on committees, as assigned by the director.
• Sets department and individual goals and assists staff in meeting them.
• Plans and executes staff development programs.
• Supervises scheduling/ registration and outreach staff.
• Develops, implements, and evaluates policies/procedures/protocols in area of responsibility and ensures they are up-to-date.
• Updates orientation program, as needed, to assure each new employee receives an effective training period that prepares the staff member for performing the job functions accurately and effectively.
• Participates in the care and upkeep of department equipment and supplies.
• Schedules and assigns scheduling and registration staff.
• Delegates appropriately to the Lead Scheduler.
• Participates as a member of the management team and attends all meetings as required.
• Manages members of the front desk, scheduling and patient registration teams.
• Is responsible for the overall direction, coordination, and evaluation of the Patient Registration Department.
• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems.

• Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
• Provided exceptional customer service, addressing patient concerns promptly and professionally.
• Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
• Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
• Serves as resource and informal leader for peers; assisting with prioritizing daily flow; answering questions and troubleshooting minor issues
• Assists with scheduling of physician clinics patient access staff; is able to competently fill in for others as

needed

• Conducts/coordinates training for new staff members or in event of introduction of new policies/procedures/software changes. Provides oversight of new employee training.
• Covers for other clinic patient access staff during absences, vacations, recruitment.
• Interviews and registers all clinic patients by collecting accurate patient and insurance information.
• Enters all information into computer systems accurately and accurately completes necessary paperwork required for the patient visit.
• Updates patient information, collect co-pays, provides any necessary forms that require completion and

obtains signatures as needed.

• Schedules/reschedules appointments as requested by provider or patient.
• Manages patient portal requests.
• Performs insurance verification and calling patients to obtain new information when the previous insurance is not active.
• Review Daily Confirmation Reports and call patients to verify cancellation and reschedule as necessary from the automated reminder system.
• Reviews incoming/outgoing faxes and scans outside medical records into the patient EHR, refers requests for information to the appropriate person in the clinic.
• Calls patients when written prescriptions are ready to be picked up.
• Schedules Laboratory and Radiology work as directed by the provider.
• Registers patients for Laboratory work in the Hospital information system and provides face sheet and

physician order to patients

• Streamlined front-desk operations for improved patient flow and reduced wait times.
• Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
• Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.

• Enhanced patient experience through friendly interactions and efficient service during registration.
• Assisted with scheduling appointments, leading to improved clinic flow and reduced wait times for patients.
• Conducted regular audits of patient records to identify inconsistencies or errors, taking corrective action when necessary to maintain data integrity.
• Supported administrative tasks such as filing paperwork, answering phones, and maintaining office supplies inventory for smooth department operations.
• Provided exceptional customer service while addressing patient concerns or inquiries throughout the registration process.
• Reduced errors in insurance billing by carefully verifying insurance details during patient registration.
• Trained new Patient Registration Clerks, resulting in a more knowledgeable and efficient team.
• Provide leadership assisting in assessment, development, and training regarding patient registration and insurance verification.
• Responsible for alerting the patient of their financial responsibilities, collecting, and posting to correct patient accounts.
• Responsible for answering multi-line phone systems and directing for appropriate areas.
• Addressing outside referrals in a timely manner.
• Confirmed authorizations with patients insurance provider.
• Actively participated in continuing education opportunities to remain current on industry trends and best practices for patient registration processes.

• Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
• Register all outpatients and inpatients either in person, by phone interview, or through the Fax in Que;
• Collect accurate patient demographic, current insurance information and obtain on behalf of the physician and Allegan General Hospitals clinic(s) authorization for scheduled services.
• Accurately record and document prior authorized or pre-certification numbers for payment and follow up. Obtain authorizations on behalf of Physician Practices when required, and maintain training for authorizations.
• Developed strong relationships with insurance representatives to expedite approvals and resolve issues promptly.
• Promote and maintain excellent communication with all ordering physician offices, hospital departments,

insurance companies, and Drug Representatives for obtaining orders, prior authorization, Pre-certification

and discounts in copayments for services of scheduled patient services.

• Enter all patient information into the computer system accurately and timely. Obtain all necessary signatures and/or legal consent for treatment and/or admission. Give Medicare, Observation, Medicare Important Message, Privacy notices and Patient Right information letters when appropriate.
• Contact insurance carriers and/or patient Primary Care Physicians as required by insurance contract and/or policy to gain approval for admission, via Internet access, phone and/or written document.
• Determine co-pay and payment amounts for self-pay patients. Collect co-pays and self-pay amounts, make receipts and records and report all collections. Work with Drug Representatives and other agencies on discounts for affected patients services and co-pay amounts. Collect payment for patient pay accounts when the Financial Counselor is unavailable. Accurately record and report all collections. Determine and discuss Medicaid application and Charity Application information with all self-pay patients
• Works with drug reps and other agencies on discounts for affected patients services and co-pay amounts.
• Accurately document all changes made in the system, through Admission details. Audit work for accuracy. Perform follow up functions as required and /or needed.
• Accurately identify the hospital when answering the switchboard. Accurately answer, page, beep, transfer calls and assist with voice mail processing. Accurately and quickly relay all messages to appropriate departments and/or areas.
• Continuously seek out work that needs to be done and report free time to the manager.
• Maintain a positive attitude, speech and appearance. Comply with all department policies.
• Accurately and quickly perform duties as Department Manager assigns; working with Quality Work Groups.
• Maintain a personal notebook of department policies, insurance information and changes in those policies and procedures.
• Honor confidentiality in all matters relating to patients, employees and the hospital at all times