Susan Sullivan
Winnebago,IL
Summary
Friendly and flexible candidate with solid customer service background. Quick learner possessing basic understanding about managing patient records, scheduling software and medical terminology. Collaborative administrative professional with strong task prioritization and organizational skills.
Overview
24
24
years of professional experience
1
1
Certification
Work History
OSF On Call Diagnostic Scheduling
OSF Healthcare
Rockford, IL
07.2006 - Current
- Streamlined communication between departments and with teams, improving overall workflow.
- Developed relationships with co-workers, supervisors and department technicians to safely and efficiently get patients scheduled for their tests.
- Managed high call volume with professionalism and empathy, ensuring timely resolution of patient concerns.
- Handled sensitive patient information with confidentiality, adhering to HIPAA regulations at all times.
- Assisted in training new team members on company policies and best practices in medical customer service delivery.
- Supported patients by providing clear explanations on prior authorization to ensure insurance payment.
- Contributed to a positive work environment by fostering teamwork among colleagues and consistently offering support when needed.
- Strengthened relationships with healthcare providers through proactive outreach efforts aimed at improving communication channels.
- Used computer programs and registration systems to schedule patients for routine and complex procedures.
- Disseminated sensitive patient information and coordinated with translators to offer personalized service to individuals from diverse backgrounds.
- Offered ample support to team members with creative solutions to complex challenges regarding scheduling, conflict resolution, and medical care.
- Fielded concerns surrounding patients and care, liaising between physician, hospital departments and patient.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Providing excellent customer service by promptly answering patient inquiries.
- Trained new staff on hospital processes and procedures.
- Followed up with patients to resolve issues to maintain high standards of customer service.
Central Scheduling Specialist
Swedish American Hospital
Rockford, IL
10.2005 - 07.2006
- Optimized scheduling processes by implementing efficient time management techniques and prioritizing appointments.
- Maintained compliance with HIPAA regulations through strict adherence to confidentiality protocols when handling sensitive patient data.
- Streamlined appointment cancellations or rescheduling requests, ensuring minimal disruption to daily operations while accommodating patients'' needs effectively.
- Consistently exceeded departmental performance metrics by effectively managing time and maintaining strong attention to detail in all aspects of the central scheduling role.
- Communicated information to patients regarding requirements for appointments and test preparation.
- Verified insurance coverage and eligibility for medical services prior to scheduling appointments to prevent billing issues.
- Maintained accurate patient records for proper tracking of patient history and treatment.
- Registered and verified patient records before triage with most up-to-date information.
- Enhanced patient satisfaction with attentive customer service and thorough explanations of appointment procedures.
Registration and Diagnostic Imaging Scheduler
Hendersonville Medical Center
Hendersonville, TN
09.2003 - 09.2004
- Assisted patients in completing necessary paperwork accurately and thoroughly before their appointments, minimizing delays during check-in processes.
- Demonstrated exceptional attention to detail in managing patient data entry tasks, ensuring the accuracy of information captured for hundreds of patients on a weekly basis.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Improved patient satisfaction by efficiently managing intake processes and addressing concerns promptly.
- Provided exceptional customer service while handling sensitive information, fostering a positive clinic experience for all patients.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality of sensitive patient information at all times.
- Coordinated insurance verifications and authorizations, enabling timely access to necessary treatments for patients.
- Crossed trained scheduling x-rays, ultrasounds, CT Scans and MRI's by nursing staff.
Utilization Review Coordinator
Hines & Associates
Elgin, IL
04.2000 - 09.2002
- Evaluated medical necessity criteria using evidence-based guidelines to ensure that services provided were both clinically appropriate and cost effective.
- Maintained confidentiality and security of patient data, adhering to all relevant privacy laws and regulations.
- Communicated with patients, ensuring that medical information was kept private.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Ensured compliance with regulatory guidelines by maintaining accurate documentation and records for all utilization review activities.
Education
No Degree - Medical Terminology 1
Elgin Community College
Elgin, IL05.1999
Skills
- Mentoring and Coaching
- Medical Terminology
- Scheduling Tests and Procedures
- Problem-solving abilities
- Interpersonal Skills
- HIPAA Compliance
- Insurance Verification
- Strong Organization
- Follow-up skills
- Patient confidentiality
Certification
Revenue Cycle Certified Professional 1 (RCCPI) 9/15/16
IC2 it Culture of Change Certification 8/10/15
Weight Lifting and currently working on ISSA personal training certification
I believe that the greatest gift you can give your family and the world is a healthy you. My goal is to become a personal trainer and to help all that want to better their health and mind and for a healthier and longer life.
Timeline
OSF On Call Diagnostic Scheduling
OSF Healthcare
07.2006 - Current
Central Scheduling Specialist
Swedish American Hospital
10.2005 - 07.2006
Registration and Diagnostic Imaging Scheduler
Hendersonville Medical Center
09.2003 - 09.2004
Utilization Review Coordinator
Hines & Associates
04.2000 - 09.2002
No Degree - Medical Terminology 1
Elgin Community College