Susan Rowell
Saraland
Summary
Goal-oriented professional with over 20 years of healthcare experience. Recognized for enhancing patient care through streamlined admissions and efficient operations, driving measurable reductions in wait times and improved service delivery.
Detail-oriented admissions clerk with extensive experience in healthcare administration. Proven ability to supervise staff, implement process improvements, and enhance patient admissions, ensuring accuracy and compliance with regulations. Committed to delivering exceptional customer service and supporting operational excellence.
Overview
46
46
years of professional experience
Work History
Admissions Clerk
Mobile Infirmary Surgical Specialist
Mobile, AL
01.2016 - 06.2026
- Implemented process improvements that reduced patient wait times during peak hours, enhancing service delivery.
- Supervised workflow of admission clerks, monitoring performance and addressing operational challenges proactively.
- Led initiatives to streamline documentation processes, improving overall efficiency in patient intake operations.
- Developed training materials for new hires, standardizing procedures and enhancing onboarding experience for admissions team.
- Scheduled test and surgeries
- Admissions
- Verified insurance information, collected payment or co-payment for services and created record of visit for future billing.
- Performed various administrative tasks by filing, copying and faxing documents.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Prepared and processed patient referrals and transfer requests.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Answered phone calls and messages for [Number]-physician [Type] medical facility, scheduling appointments, and handling patient inquiries.
- Registered and verified patient records before triage with most up-to-date information.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Processed medical insurance claims and payments.
- Assisted with medical coding and billing tasks.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Managed office bookkeeping with insurance billing and patient payments.
- Received and routed laboratory results to correct clinical staff members.
- Conducted patient intake interviews, recording and documenting relevant information.
- Compiled and analyzed data to track admissions trends and make recommendations for improvements.
- Managed admissions processes for incoming students, promptly collecting and processing necessary documents.
- Processed patient admissions efficiently, ensuring accurate data entry and compliance with hospital protocols.
- Coordinated insurance verifications, facilitating timely approvals for emergency services.
- Managed electronic health records system, maintaining data integrity and confidentiality standards.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Assisted in patient admission process based on federal and state laws.
- Collected information, forms and signatures from patients or family members to create efficient admissions experience.
- Maintained up-to-date records of all applicants, ensuring accurate data for informed decision-making processes.
- Communicated important information to supervisor and medical team to reduce chance of errors.
- Interviewed patients or representatives to obtain and verify medical history prior to being seen by medical professionals.
- Safeguarded patient data in compliance with HIPAA and [Type] facility policies.
PBX Operator
Mobile Infirmary
Mobile, AL
01.2015 - 01.2016
- Operated multi-line phone system to efficiently manage incoming and outgoing calls.
- Provided exceptional customer service by addressing inquiries and resolving issues promptly.
- Coordinated communication between departments to enhance operational efficiency.
- Maintained accurate call logs and documented messages for effective information tracking.
- Implemented process improvements that streamlined call handling procedures and reduced wait times.
- Assisted in emergency response communications, ensuring timely information dissemination during critical situations.
- Monitored call traffic patterns to optimize staffing and improve service levels during peak times.
- Maintained a high level of professionalism while assisting callers in various situations, including emergencies and complaints.
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Responded to customer inquiries with patience and positivity to establish excellent first impression.
- Handled sensitive information discreetly when dealing with confidential calls or messages within the organization.
- Collaborated with front desk personnel to ensure timely responses to guest inquiries or requests for assistance.
Admissions Coordinator,Billing,and Scheduling Test
Tricare Medical Center
Monroeville, AL
09.2003 - 06.2015
- Coordinated admissions process to ensure timely patient intake and accurate documentation.
- Developed and maintained relationships with referral sources to enhance patient enrollment.
- Implemented efficient scheduling systems to optimize appointment management for patients and staff.
- Trained new staff on admissions protocols, improving team performance and workflow consistency.
- Oversaw compliance with regulatory standards in admissions procedures, ensuring quality control and safety measures.
- Provided exceptional customer service during phone and email interactions with prospective students and their families, addressing concerns promptly and professionally.
- Compiled and analyzed data to track admissions trends and make recommendations for improvements.
- Managed admissions processes for incoming students, promptly collecting and processing necessary documents.
- Maintained accurate records of applicant data, ensuring timely decision-making and reporting.
- Scheduled test
- Insurance Verification
- Admissions
- Billing
Billing Clerk
Monroe Medical Center
Monroeville, AL
02.1998 - 03.2003
- Processed and verified patient billing information for accuracy and compliance with regulations.
- Managed insurance claims submissions, ensuring timely responses and resolution of discrepancies.
- Collaborated with clinical staff to clarify billing issues and improve documentation practices.
- Implemented streamlined billing procedures, enhancing efficiency and reducing processing time.
- Trained new staff on billing software, policies, and best practices to ensure consistent operations.
- Conducted audits of billing records to identify errors and recommend corrective actions for improvement.
- Coordinated with external vendors to resolve billing disputes and enhance service delivery outcomes.
- Executed billing tasks and recorded information in company databases.
- Verified accuracy of billing data and corrected discrepancies.
- Improved billing accuracy by diligently reviewing invoices and reconciling discrepancies.
- Managed high volume of invoices while maintaining attention to detail, resulting in improved financial accuracy.
- Handled account payments and provided information regarding outstanding balances.
- Assisted with month-end closing procedures, contributing to an organized and punctual financial reporting process.
- Interacted with customers to resolve billing disputes and respond to inquiries.
- Monitored outstanding invoices and performed collections duties.
- Maintained confidentiality of sensitive customer information by adhering to strict privacy guidelines, upholding the company''s reputation for professionalism in handling personal data.
- Managed invoicing and payment processing operations.
- Developed strong relationships with clients by providing exceptional customer service during phone calls or email communications regarding billing matters.
- Maintained detailed records of customer payments and billing adjustments.
- Processed customer invoices, credit memos and payments within established timelines.
- Generated daily, weekly and monthly reports for billing department.
- Expedited payment collection by consistently following up on overdue accounts and sending payment reminders.
- Entered and maintained billing information in company internal databases for accessibility.
Admissions Clerk
Monroe County Hospital Emergency Room
Monroeville, AL
01.1980 - 03.1998
- Processed patient admissions efficiently, ensuring accurate data entry and compliance with hospital protocols.
- Coordinated insurance verifications, facilitating timely approvals for emergency services.
- Managed electronic health records system, maintaining data integrity and confidentiality standards.
- Assisted in training new staff on admissions procedures and software usage to enhance team performance.
- Confirmed all insurance benefits met standards of admissions as dictated by policy.
- Assisted in patient admission process based on federal and state laws.
- Provided personalized attention to each applicant by conducting thorough interviews and addressing unique concerns or questions.
- Assisted in achieving higher enrollment numbers by providing exceptional customer service to prospective students and their families.
- Collected information, forms and signatures from patients or family members to create efficient admissions experience.
- Maintained up-to-date records of all applicants, ensuring accurate data for informed decision-making processes.
- Communicated important information to supervisor and medical team to reduce chance of errors.
- Interviewed patients or representatives to obtain and verify medical history prior to being seen by medical professionals.
- Safeguarded patient data in compliance with HIPAA and [Type] facility policies.
- Completed preliminary paperwork for incoming and outgoing patients.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
Education
High School Diploma -
Escambia County High School
Atmore, AL05-1979
Buisness Education -
Escambia County Trade School
Atmore, AL05-1979
Skills
- Goal oriented
- Strong organization
- Healthcare experience
- Microsoft office
- Medical Terminology
- Epic System
- Medical Charting/Paper Charting
- Accounts Receivable
- Accounts Payable
Languages
English
Full Professional
Timeline
Admissions Clerk
Mobile Infirmary Surgical Specialist
01.2016 - 06.2026
PBX Operator
Mobile Infirmary
01.2015 - 01.2016
Admissions Coordinator,Billing,and Scheduling Test
Tricare Medical Center
09.2003 - 06.2015
Billing Clerk
Monroe Medical Center
02.1998 - 03.2003
Admissions Clerk
Monroe County Hospital Emergency Room
01.1980 - 03.1998
High School Diploma -
Escambia County High School
Buisness Education -
Escambia County Trade School