Stephanie Ortlieb
West Bend,WI
Summary
Versatile Healthcare Coordinator possessing first-rate communication skills and personable demeanor demonstrated across 10+ years in patient-focused roles. Excellent knowledge of medical terminology and experienced in healthcare administration, care-coordination, records management and industry software applications.
Overview
13
13
years of professional experience
Work History
Quality & Clinical Services Admin Assistant
Independent Physicians Network
12.2022 - Current
- Customer Service - Episode of Care Coordination
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Holista Customer Service - Episode of Care Coordination
- MyChoice Wisconsin Authorization Entry Backup
- Process improvement support to Director of Clinical Services
- Provided prompt, polite and professional in-person and telephone customer service.
- Medical Record Management & Reporting
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Medical Management Coordinator
Common Ground Healthcare Cooperative
09.2019 - 12.2022
- Serve as primary coordination resource for Medical Management/Population Health as well as collaborative resource as needed for Quality Improvement and Provider Relations teams
- Serve as first POC for EPO Referral submissions and inquiries to determine member and provider needs, to include conducting outbound communication with providers on EPO Referral processes and determinations
- Perform non-clinical assessment of EPO Referral requests and supporting documentation and secures additional information needed for clinical reviews
- Serve as liaison with Provider Relations staff on network adequacy and accuracy of provider directory tools
- Collaborate with Member Services for member communication and assist with Representative trainings related to EPO Referrals and Medical Management/Population Health activities
- Coordinate EPO referral process, including management of workflows and outcomes tracking, decision letter management, communication and coordination with Claims department staff and Utilization Management staff as needed
- Coordinate with CGHC internal department including Enrollment & Billing, Claims, and Member Services in member/provider issue investigation and resolution
- Perform coordination tasks to support Population Health initiatives including research, coordinating department-specific data analysis, and assist with implementation and evaluation as needed
- Conduct outbound provider outreach call campaign annually in support of provider network accessibility assessment
Administrative Assistant
Common Ground Healthcare Cooperative
09.2018 - 09.2019
- Provide general office administrative support for a variety of clerical activities and staff support
- Preparation and coordination of time sensitive data/correspondence
- Serve as key resource for medical management department, managing EPO referral process and collaborative efforts to support members, providers, vendor relationships and population health initiatives.
Patient Scheduling Specialist & Care Coordinator
Smart Choice MRI
02.2018 - 09.2018
- Used multitude of software programs to schedule and manage patient appointments
- Received and routed medical records and medical records requests
- Responded to materials requests and retrieved necessary information
- Sorted materials and file according to guidelines
- Trained staff on department procedures and policies to maximize department effectiveness
- Collected and processed co-payments and out-of-pocket charges using Availity
- Performed general office duties, including but not limited to: answering multi-line phones, routing telephone calls or messages to appropriate staff, proofreading, filing, handling incoming and outgoing mail, managing and restocking office supplies and managing vendor relationships.
Patient Service & Lead Health Information Coordinator
Smart Choice MRI
02.2017 - 02.2018
- Schedule and confirm patient diagnostic appointments
- Document records of customer interactions, details of inquiries, and comments, always protecting security of medical records to ensure confidentiality is maintained
- Prepare documents for services performed, to include verifying patients account information, insurance, provider orders and review for completeness, accuracy, and compliance with regulations (HIPAA)
- Prepare insurance claim forms and related documents
- Responsible for legal requests, Image burns and as well as direct support to onboarding management.
Administrative Assistant Senior
Medical College - Wauwatosa
02.2017 - 06.2017
- Coordinated office activities and public events, including product ordering, set up and technology
- Researched and analyzed data to efficiently contribute to executive reports for monthly meetings
- Placed, accepted and followed-up on customer inquiries by phone on behalf of executive staff
- Maintained personal schedule, professional calendar and individual appointments for senior staff members
- Assisted administrative team members with completing daily tasks in order to maintain a smooth workflow
- Supported program operations by preparing and updating documents, reports and spreadsheets
- Coordinated office inventory by restocking supplies and placing purchase orders
- Prepared meeting minutes and edited project memorandums for organizational support
- Performed general office duties, including but not limited to: answering multi-line phones, routing telephone calls or messages to appropriate staff, proofreading, filing, handling incoming and outgoing mail, managing and restocking office supplies and managing vendor relationships
- Coordinated domestic and international travel arrangements and event planning, including booking airfare, hotel and transportation
- Screened applicant resumes and coordinated both phone and in-person interviews.
Administrative Assistant - Division Secretary Mental Health
Clement J. Zablocki Milwaukee VA
08.2015 - 02.2017
- Mental Health Division Secretary and Administrative Support to the Division Managers
- Calendar management for 3 Division Managers and assistance with calendars for all 12 program managers
- Day-to-day administrative support of division needs to include technical support for general office needs, greeting and a POC for visitors, call screening and routing, travel planning and reporting for reimbursement, process correspondence such as memorandums, reports, faxes, emails and inter office mail
- VANTS and videoconference coordination and set up
- Drafts and prepares miscellaneous correspondence within the division, other division, and front office including Chief of Staff, Program managers, and Director to include memoranda's, agendas and minutes
- M3 Medical Student Psych Rotation Coordinator with MCW, also Resident Coordination
- EPAS, KEYS, security clearance assistance
- Word, EXCEL, PowerPoint, Outlook, C PRS, VISTA and ACCESS educated
- Multiple special projects, committees and other organizational processes
- Operational support within the different areas of need- Program Support for Organization
- ICARE Award twice in 1 year
- (High Honor)
Lead Customer Service Rep & Claims Assistant
Clement J. Zablocki Milwaukee VA
08.2013 - 08.2015
- Non-VA Care (Fee Service) claims processing by set standards of prioritized, organized and planned procedures to meet timely filing allotted time
- Patient Verification of private information including social security numbers, birth dates, and insurance coverage for area veterans through multiple steps in varying computer systems
- Receive calls for all areas of VA, with ability to redirect and advise information appropriately for both patients and vendors
- Vendor and patient contact regarding billing concerns, authorization requests; or general Non-VA Care questions
- Reconsideration of claims processing
- Set up claims for review by physicians on site with claims (bills) and medical documentation including Emergency Department records
- Able to accurately process claims with validated information
- Confident in ability to obtain data necessary for processing upon request for or from vendors and veterans
- Buildt knowledge of coding procedures per Medicare policies
- Administrative support to NVCC authorization office for details on payments and allotted procedures based on Medicare
- Determine veteran eligibility based upon SOP for Non-VA Care coverage, thus allowing approval or denial knowledge per claim processing.
Office Executive
We Type Transcription Services
11.2010 - 08.2013
- Delegate server tasks, responsibilities, and assignments to contracted typists
- File high priority transfers per government contract request
- Plan, organize and prioritize to meet time sensitive material workflow
- Utilize Department of Defense Civilian Access Card used in card reader for Navy work processing
- Detailed identity verification processing through Vista; including names, social security numbers, address, disability percentages, insurance coverage, and eligibility
- Arrange and purchase travel for the company president via company credit card
- Company Bill management through standard online billing procedures
- Transcriptionist backup (Radiology Requests)
Education
Associates of Arts - Healthcare Administration - Healthcare Administration
University of Phoenix
Remote01.2013
Skills
- Customer Relationship Management
- Telephone Etiquette
- Conflict Mediation
- Project Management
- Process Optimization
- Document Management
- Data Entry
- Information Collection
- Relationship Building
- Patient Registration
- Event Planning
- Medical Terminology
- Insurance Verification
- Project Coordination
Timeline
Quality & Clinical Services Admin Assistant
Independent Physicians Network
12.2022 - Current
Medical Management Coordinator
Common Ground Healthcare Cooperative
09.2019 - 12.2022
Administrative Assistant
Common Ground Healthcare Cooperative
09.2018 - 09.2019
Patient Scheduling Specialist & Care Coordinator
Smart Choice MRI
02.2018 - 09.2018
Patient Service & Lead Health Information Coordinator
Smart Choice MRI
02.2017 - 02.2018
Administrative Assistant Senior
Medical College - Wauwatosa
02.2017 - 06.2017
Administrative Assistant - Division Secretary Mental Health
Clement J. Zablocki Milwaukee VA
08.2015 - 02.2017
Lead Customer Service Rep & Claims Assistant
Clement J. Zablocki Milwaukee VA
08.2013 - 08.2015
Office Executive
We Type Transcription Services
11.2010 - 08.2013
Associates of Arts - Healthcare Administration - Healthcare Administration
University of Phoenix
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