Suriner Troupe
Valdosta,GA
Summary
Servant leader-proactive and empathetic professional. The below job experience will outline various roles within one organization in the last fifteen years. Prioritizes the needs of others and focuses on empowering team members to achieve their full potential. Lead by example. Organizational champion, passionate and humbly committed to serving both the team and the organization. Fosters a collaborative and inclusive work environment. Active listener which allows support and development of team members and the obstacles that may hinder success. Dedicated to building strong relationships, promoting open communication, and cultivating a culture of trust and respect. Results driven, but prioritizes the well-being and growth of the team above personal recognition or advancement.
Overview
17
17
years of professional experience
Work History
Operations Manager
Barnes Healthcare Services
01.2021 - 02.2024
- Provided day-to-day leadership to ensure efficiency and productivity of four durable medical equipment provider offices in Valdosta GA, Waycross GA, Tifton GA, and Atlanta GA, which consisted of eighteen team members.
- Operational management included: hiring, training, coaching and individual development, performance management and positive communication to ensure an effective and efficient operation team for each branch. Developed and implemented seamless onboarding process of new employees for the HME division into the organization, ensuring the necessary training, resources, and support to perform their roles effectively from day one to ensure a smooth transition into the new role. Additionally facilitated connections with colleagues and leadership to foster a sense of belonging and support. This helped to minimize disruptions and ensure that new employees could quickly become productive contributors to the team.
- Organized weekly team meetings and monthly one-on-one coaching sessions with each team member, that fostered collaboration and performance improvement plans tailored to both individual and team goals, aiming to enhance organizational effectiveness.
- Provided weekly team and or individual recognitions based on performance and alignment with the organization's culture.
- Monitored and evaluated operational performance of the team, through the reporting of weekly key performance indicators (KPIs) to help track progress toward specific objectives or goals and which helped identify areas for improvement, so that informed decisions can be made to drive individual, team, and organizational success and understand performance trends.
- Ensured the HME division net promoter score goal of 82 % was reached weekly. Randomly monitored team encounters to ensure service with excellence was consistent to patients, families, customers, referral sources, co-workers and vendors. Tracked and analyzed customer encounters to identify errors, inconsistencies and possible areas of improvement.
- Provided operational support and held weekly meetings with team members, sales and clinical staff, that centered around positive communication and collaboration for potential marketing and revenue growth.
- Collaborated with sales and clinical staff and provided monthly in-services with new and existing referral partners. Also implemented and led in-services within the organization in effort to cross collaborate on the healthcare industry changes such as medical necessity guidelines and or potential Medicare audits.
- Ensured seamless onboarding of new patients and or new referral sources by providing clear communication and mutual expectations for each therapy line offered, with the goal to ensure the patient, families and or referral source is positively informed throughout the process. minimize wait times, and ensure they receive timely and appropriate care.
- Collaborated twice a week with cross-functional teams to implement and strategize on initiatives to improve operational management systems, patient satisfaction, process improvement, industry best practices, and organizational goals..
- Collaborated with HME operations leadership team and structured monthly meetings with front office staff and patient service technicians that focused on empowerment, successes, transparency, challenges, and professional development.
- Participated with senior leadership in budget development. Maintained operations within budget by managing staffing, productivity, and overtime. Experience in cost control and effective resource allocation to optimize cost while maintaining quality care. Proactively discusses budget concerns with leadership before the department exceeds plan. Provided weekly education to team members on organizational revenue budget goals and ways to improve, reach and or exceed.
- Managed staff schedules, vacation requests and weekly time cards for maximum efficiency.
- Managed inventory levels, track supplies, and ensure timely replenishment. Commitment to maintaining high standards of equipment quality and service delivery. Knowledge of healthcare regulations and standards related to medical equipment and patient safety. Understanding of medical equipment functionality, maintenance, and repair procedures.
- Managed emergency preparedness with proactive planning, clear communication, and decisive action to ensure the safety and well-being of the patients, team and referral partners. .
- Ensured annual completion of compliance for each employee via role skills competency checklist. Completed monthly and quarterly compliance checklist for four servicing locations to meet accreditations standards for ACHC (Accreditation Commission for Health Care).
Operations Support Coordinator
Barnes Healthcare Services
04.2020 - 01.2021
- Developed and maintained strong professional relationships with the HME operations team members (including Chief Operation Officer, Compliance Director of Compliance, Senior Director of HME, Director of Respiratory, Director of Revenue Cycle, Operation Managers, the Corporate Billing Office, IT, Purchasing, and other staff).
- Managed administrative tasks to optimize workflow efficiency to ensure smooth operations for the home medical equipment division. Implemented process improvements to streamline workflow and enhance operational efficiency within the HME operations division.
- Collaborated with HME operations leadership and other departments to ensure seamless communication and identified needs and overcome challenges, ensuring understanding of project scope, specifications, and resource requirements.
- Created and maintained a training manual for front line workers (customer experience specialist and patient service technicians). Provided training and support to staff members on administrative procedures and software applications.
- Coordinated weekly meetings with leadership on strategies and operational plans for major projects, monitoring and reporting on project outcomes and financial goals with a focus of reducing bad debt.
- Managed and provided oversight with multiple tasks and met the timelines deadlines; working independently or within a team environment.
- Created SOP's/training guide for operations front office staff. Maintained and provided updates accordingly. Held in-services and one-on-one training as needed.
- Trained new customer experience specialist remotely and or in-person with a focus on daily workflow, management systems, home medical equipment, company policies and procedures.
- Assisted operation supervisors and managers and monitored and audited employee performance, setting goals and addressing concerns.
- Collaborated with HME leadership team on ways to improve/boost employee morale.
Revenue Qualifications Supervisor
Barnes Healthcare Services
10.2017 - 04.2020
- Motivated, mentored, supervised, and provided strategic oversight of a team that included seven results- driven team members to maximize revenue collection and minimize revenue leakage, processing accurate benefits and eligibility, prior authorization(s), and adequate statements of medical necessity forms to bill insurance providers.
- Collaborated with the billing team and monitored the status of insurance claims and worked on resolving denied or underpaid claims.
- Continuously assessed and streamline revenue cycle processes to enhance efficiency and accuracy.
- Managed team daily workflow to ensure service levels were achieved such as quantity of outbound calls, timely submission of prior authorization submissions and follow up, accurate statement of medical necessity reviewed and met, timely email response time, and or patient/physician correspondence via mail was met.
- Fostered positive communication and relationships internally and externally to create win-win solutions for patients, care-givers, physicians, physician offices, nine servicing locations, and other departments.
- Knowledge of HIPAA requirements related to medical records and billing requirements.
- Delivered results and achieved organizational revenue goals.
- Morale booster; fostered team building and weekly friendly competition amongst team and other departments.
Benefit Verification Specialist/Supervisor
Barnes Healthcare Services
03.2009 - 10.2017
- Motivated, mentored, supervised, and trained a team of six insurance verification specialists to verify patients’ insurance coverage and eligibility for multiple therapy lines which included durable medical equipment, enteral nutrition, and home infusion therapy, to ensure accurate billing and reimbursement for the state of Georgia and Florida..
- Developed and implemented policies, procedures, and workflows to improve the efficiency and effectiveness of the insurance verification process.
- Created training manual of specific guidelines by insurance provider, therapy, and HCPC codes for the state of Georgia and Florida.
- Managed weekly team meetings to review successes, roadblocks, process improvement initiatives, and ways to collectively reach department goals.
- Monitor team performance and productivity to ensure timely completion of insurance verification tasks.
- Conducted regular audits of insurance verification records and reports to ensure accuracy and compliance with regulatory requirements.
- Served as a resource for staff members, providing guidance on insurance regulations, policies, and procedures.
- Collaborated with other departments, such as billing, coding, and patient services, to coordinate insurance verification efforts and resolve issues.
- Handled escalated insurance verification issues and inquiries from patients, insurance companies, and healthcare providers.
- Cross collaboration with revenue cycle manager and other billing teams on changes in insurance regulations and industry best practices related to insurance verification.
Customer Service Specialist and Medical Claims Biller
American Home Patient
11.2006 - 02.2009
- Submit documentation as needed to ensure claims are submitted correctly.
- Monitor and verify correct payment of claims.
- Analyze and resolve claim rejections and denials.
- Follow up on claim status.
- File and appeal claims.
- Answers patient questions.
- Identify and resolve patient billing complaints.
- Submits paper claims to non-electronic carriers with required documentation.
- Correct errors to ensure claims are submitted correctly.
- Ensure correct information is billed to carriers.
- Research adjustments and denials, identify and report trends, coding issues, and other obstacles for payment.
- Assist with collections on accounts until account balances are resolved.
- Provided continuous education to patients in reference to the explanation of benefits and healthcare terminology.
- Processed medical payments.
- Investigated and appealed denied claims for reimbursement purposes when necessary.
- Prepared bills and invoices, and documenting amounts due for medical procedures and services.
Education
Associate of Arts -
South GA College
Douglas, GA04.2021
College Prep -
Berrien High School
Nashville, GA06.1998
Skills
- Fifteen years of experience in the healthcare industry
- Ability to lead and manage teams
- Proactive at promoting and rallying support from colleagues, and driving initiatives forward to achieve success
- Excellent verbal and written communication skills
- Excellent organizational skills and attention to detail
- Excellent time management skills with proven ability to meet deadlines
- Strong problem solving skills
- Ability to prioritize tasks and to delegate them when appropriate
- Ability to function well in high-paced and at times stressful environment
- Familiar with multiple insurance products such as HMO, PPO, Medicare, Medicare Advantage, and Consumer Driven Health Plans (CDHPs)
- Knowledge of anatomy and physiology, medical terminology, medical necessity; medical reviews and appeals
- Proficient with Microsoft Word, Excel, SharePoint
References
- Health Tomlinson-Respiratory Care Practitioner; Barnes Healthcare Services; 229-563-2580
- Chad Herrin-Respiratory Care Practitioner; Barnes Healthcare Services; 912-599-9768
- Liza Thompson-Respiratory Care Practitioner; Barnes Healthcare Services; 912-387-1414
- Anthony Johnson-Operations Manager; Barnes Healthcare Services; 850-459-9045
- Tina Fender-Revenue Qualification Supervisor; Barnes Healthcare Services; 229-292-1841
- Markell Dorsainvil-Operations Supervisor; Barnes Healthcare Services; 215-989-0621
- Trish Clayton-Internal Auditor; Barnes Healthcare Services; 229-561-0358
Timeline
Operations Manager
Barnes Healthcare Services
01.2021 - 02.2024
Operations Support Coordinator
Barnes Healthcare Services
04.2020 - 01.2021
Revenue Qualifications Supervisor
Barnes Healthcare Services
10.2017 - 04.2020
Benefit Verification Specialist/Supervisor
Barnes Healthcare Services
03.2009 - 10.2017
Customer Service Specialist and Medical Claims Biller
American Home Patient
11.2006 - 02.2009
Associate of Arts -
South GA College
College Prep -
Berrien High School
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