Susan Brown
N. Las Vegas
Summary
Highly organized, efficient and communicative Liaison Officer with strong background coordinating business operations with internal and external stakeholders. Effective in serving as middle person in streamlining processes, resolving issues and improving communications.
Results-driven Advanced Medical Support Assistant with 20 years of experience in medical field. Skilled at assisting physicians with patient examination procedures, documenting patient information and providing patient education. In-depth knowledge of insurance company liaison procedures and medical terminology.
Smart and responsible liaison with strong interest in fostering communication and collaboration. Proactive in identifying issues with utmost confidence in practical solutions. Highly motivated and determined to make meaningful contributions to organization.
Overview
24
24
years of professional experience
Work History
Charity Liason
Valley Health Sytems
11.2020 - Current
- Assessed eligibility for homeless write-offs through comprehensive account reviews. Analyzed charity applications to verify patient qualifications for in-house programs. Ensured proper balance adjustments by updating accounts meticulously. Facilitated the review process of homeless accounts and charity applications to enhance support services.
- Evaluated eligibility for Indian health services to facilitate claim submissions. Managed claims process by updating accounts with status details from start to finish. Ensured effective communication of claim status from initial submission to final payment.
- Coordinated interactions between clients and technical teams, converting complex information into easily digestible insights.
- Cultivated cooperative connections with different health care management domains and supported execution of cross-functional quality and utilization initiatives.
- Operated as departmental liaison coordinating cross-functional activities.
- Operated as principal client representative during internal audit assessments.
Customer Service Representative II
Universal Health Systems
09.2016 - 11.2020
- Supporting patients in resolving billing payment and insurance matters.
- manage customer complaints via telephone, email, postal service.
- Engage telephones to interact with customers and authenticate account information.
- Aided customers by warmly greeting and identifying issues or inquiries. Processed refunds swiftly to maintain service quality. Clarified customer needs to deliver effective solutions. Promoted positive experiences through attentive support.
- Expert in engaging effectively with professionals and non-professionals at various organizational levels. Managed confidential records sensitively while ensuring data integrity. Generated timely reports that align with stringent managed care policies and external payment guidelines. Adhered to federal, state, and county regulations for insurance documentation.
- Enhanced team cohesion through collaboration with diverse departments for optimal reimbursement results.
- Exhibits clarity and precision in verbal and written exchanges.
- Guided staff in understanding operating procedures and company services.
- Exhibited enthusiasm and professionalism while engaging with clients and staff.
- Guided customers through billing payment processing and support policies and procedures.
- Elevated efficiency and performance via oversight of team member productivity and supplying actionable feedback.
- Optimized operational best practices to drive increased efficiency and team productivity.
- Followed customer call standards for service levels, optimizing time management and productivity.
- Assisted customers by delivering high-quality support and tailored advice to resolve issues effectively.
- Guided new personnel in understanding company operations, policies, and services.
- pursued strategies to enhance processes and services delivered.
- Checked in with customers on resolved issues to sustain superior levels of customer service.
- Analyzed and rectified discrepancies and errors in customer accounts.
- Executed cross-training initiatives and provided essential backup support for organizational leadership.
- Elevated service quality through empathetic engagement with customers and prompt problem resolution.
- Cross-trained and provided backup for customer service management team.
- Resolved customer inquiries and complaints swiftly.
Provider Service Representative II
HealthData Insights
01.2013 - 09.2016
- Assisting Medical providers and facilities with regards to CMS-Medicare audit reviews.
- Builds and sustains cooperative working relationships across organization, interacts with collaborations to resolve issues and deliver results.
- Demonstrates independent thinking regarding challenges not tied to processes and practices.
- Daily reports.
Authorization Coordinator
Nevada Heart and Vascular
04.2012 - 01.2013
- secure full and exact registration.
- Collect and review patient's medical records to facilitate authorization processes.
- obtain required prior approval via case management with third-party insurance providers.
- Facilitate consistent tracking and documentation of authorizations to achieve maximum reimbursement for services and increase team awareness.
- Calculated estimated copay based on current insurance benefits.
- Maintained consistent follow-up on status of prior authorization requests.
- Gathered records pertinent to specific problems, reviewed for completeness and accuracy and attached records to correspondence as necessary.
Sr. Clinical Admin Coordinator
United Health Care
01.2008 - 04.2012
- Render top-tier customer service to patients, clients, healthcare affiliates, business contacts, and third-party stakeholders.
- Facilitated achievement of financial objectives by evaluating and enhancing purchasing, payroll, and empanelment operations.
- evaluated provider productivity, rectified missing charges, adjusted staffing, etc. to decrease unnecessary expenses.
- oversee and instruct front office personnel in daily operations, resolve customer issues and inquiries, handle daily financial transactions, and facilitate new employee orientations.
- Recorded data, formulated reports, and assembled tracking documents.
- assembled and categorized materials to facilitate operations.
- Entered data, generated reports, and produced tracking documents.
- Gathered and organized materials to support operations.
- Completed bi-weekly payroll for 15 employees.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Financial Counselor
Nevada Cancer Institute
01.2006 - 01.2008
- Engage with patients and family members to confirm insurance details and evaluate financial capabilities for healthcare services
- Analyze diverse assistance programs (federal, state, county) to fulfill patient financial requirements.
- Facilitate paperwork completion for patients and family members to obtain assistance
- function as intermediary among patients, family members, insurance providers, and assistance program personnel to finalize assignments, payment documentation, COBRA benefit appeals, etc.
- Manage charity care program applications and assess status.
- Advise patients about availability of drug replacement and reimbursement programs.
- Outlined healthcare resources and programs available for patients unable to fulfill financial commitments.
- Coordinated with insurance providers to gather crucial information on patient benefits and provide required documentation for accounts.
Financial Counselor
Universal Health Systems
08.2004 - 12.2006
- Examine patient's insurance benefits and determine financial capability for medical treatment.
- Guide patients in securing medical assistance by leveraging state and local government services.
- Partner with administration and case management to review patient's ongoing care necessities and financial obligations.
- Confirm all authorizations are up-to-date and valid for patient expenses surpassing $40000.00.
- Manage collection processes for self-pay/private pay patient accounts to lower bad-debt accounts and support facility financial goals.
- updating move and delete transactions on patient accounts daily.
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
Collection Specialist
HCA Patient Account Services
02.2002 - 08.2004
- manage insurance claims reimbursement status.
- Provide timely and accurate processing of insurance claims.
- Managed communication with insurance companies via telephone and written messages to secure outstanding funds on patient accounts.
- Assess trends in coding and billing to streamline reimbursement processing.
- sustain productivity rates surpassing 95%.
- Supported debtors with payment selections and coordinated setup of installment agreements.
- Managed heavy call traffic and addressed requirements of fast-paced and productive team.
Education
Associates - Healthcare Administration
University of Phoenix
07-2012
Skills
- Proficient in Microsoft Office Suite
- Efficient numeric data entry
- Office administration proficiency
- Management of insurance verification processes
- Denial resolution support
- Insurance billing and collections
- Team liaison
- Company liaison
- Vendor liaison
Languages
English
Full Professional
Timeline
Charity Liason
Valley Health Sytems
11.2020 - Current
Customer Service Representative II
Universal Health Systems
09.2016 - 11.2020
Provider Service Representative II
HealthData Insights
01.2013 - 09.2016
Authorization Coordinator
Nevada Heart and Vascular
04.2012 - 01.2013
Sr. Clinical Admin Coordinator
United Health Care
01.2008 - 04.2012
Financial Counselor
Nevada Cancer Institute
01.2006 - 01.2008
Financial Counselor
Universal Health Systems
08.2004 - 12.2006
Collection Specialist
HCA Patient Account Services
02.2002 - 08.2004
Associates - Healthcare Administration
University of Phoenix