SUSAN THOMAS

• Developed and maintained relationships with physicians, hospital staff, insurance companies, and other healthcare organizations to facilitate the registration process.
• Trained new hires on proper patient access protocols, procedures and customer service skills.
• Analyzed data trends to identify opportunities for improvement in patient access processes.
• Created training materials for new hires on the company's procedures and policies.
• Conducted regular meetings with staff to review progress and address any concerns.
• Identified opportunities to enhance specialization resulting in increased efficiency.
• Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
• Work with Molecular Testing Companies on best practice for our facility and integration of new testing options
• Work closely with pathology and lab staff to ensure best specimens are procured for testing

• Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
• Addressed patients' complaints-head on, investigated concerns and worked with medical staff to devise solutions.
• Maintained knowledge of community services and resources and referred patients to appropriate organizations.
• Documented and managed patient information in computer system.
• Checked daily doctor schedules and verified insurance.
• Juggled multiple projects and tasks to ensure high quality and timely delivery.
• Investigated billing discrepancies and implemented effective solutions to resolve concerns and prevent future problems.
• Obtain Prior authorizations for chemotherapy infusions and retail medications
• Assist patients in obtaining financial assistance through Grant programs
• Assist with charity care enrollment
• Assist uninsured patients in enrolling in Medicare, Medicaid, or through the Healthcare.gov marketplace

Supervision and training of Patient Financial Counselors. Including job evaluations, uodating job descriptions, creating training manuals, and updating departmental policies.

Submitting payroll and coordinating work schedules for department

Comprehensive knowledge of all areas of department to be able to train, evaluate, and assist in all aspects of PFC roles

Working supervisor responsible for oversight and multiple tasks throughout workday including but not limited to monitoring New Chemotherapy authorization request through QCL and Urgent patient needs

Obtain Prior Authorizations for IV and Oral medications.

Assist in applying for Grants, Copay assistance, and free drug on behalf of patients.

Meet with patients to explain benefits and determine financial needs. Including but not limited to assisting with navigation of Healthcare.gov during open enrollment or special enrollment periods. Comparing insurance plans along with Cobra options. Referrals to local senior center for individualized plan assessments. Assistance with Medicaid applications and applying for low income subsidies for Medicare B and D Plans.

Assisting patients with RSDI and SSI application process, along with understanding of Short Term Disability, Long Term Disability, and FMLA paperwork and coordinating with patients and physicians to get these forms completed and processed in a timely manner.

Understanding of Major medical insurance coverages and up to date requirements.

Understanding of clinical information, navigation of clinical documentation, and Cpt codes along with medical billing and coding.

Coordinating with ONL Oral chemo liason and dispensing pharmacies to get patient medication promptly and affordably.

Troubleshooting with Pharmaceutical representatives and field reimbursement specialist on insurance compliance issues and barriers to obtaining coverage and payments for medications.

Communication between all departments for seamless patient care.

Support of ONL and Pharmacy staff to work towards efficient, timely, and affordable stress free care for each patient regardless of circumstances and possible obstacles.

Infusion Pharmacy Technician.

Responsible for sterile preparation of IV chemotherapy. Delivery of safe and accurate IV chemotherapy to infusion patients in a timely manner. Compliant with 797 standards of practice and in a QOPI certified pharmacy.

Other duties include ordering management, restocking, and documentation. Coordinating with PFC staff on free drug for patients. Preparing medication labels for upcoming treatments. Updates on schedules and preparing cards and labels for pharmacist review.

Training of new staff and working with fellow staff member to create training schedule, meeting regularly to review training status of new hires, and discussing progress and giving feedback on status of trainees. Providing feedback and one on one supervision and support to each individual new hire.

Working with Pharmacist to create a team approach to training and team development.

Giving feedback on new hires and training process to Director to coordinate plans for signing off and independent work of employees as they master required competencies.

Continuing Education and renewal of pharmacy tech certification and licensure. Establishing and maintaining relationships with outside pharmaceutical reps. to stay up to date on new medications, indications, and support relevant to treatments I am preparing in pharmacy.

Working with Bronson process improvement team on creating best practices within our pharmacy for the safety and efficency of our team.

• Build and opening of Specialty Retail Pharmacy
• Processing and preparing prescriptions in a timely manner.
• Entering new patient profiles and insurance information Obtaining prior authorizations for retail prescriptions as needed (average of 100 per month)
• Communicating effectively with all staff throughout organization on patient's behalf to provide excellent service
• Actively participating in Patient Satisfaction Committee
• Actively participating in best pharmacy practices and providing input into improvements to ensure safe and effective care for each patient
• Continuing education into Oncology medications and appropriate uses of each.
• Supporting and assisting Pharmacist in becoming QOPI certified.
• Input in creating EMR documentation process for oral chemotherapy follow up calls and tracking to ensure adherence and improve patient outcomes.

• Interviewing and confirming Medication record with all patients being admitted through ER. Stocking and inventory of Pyxis and ER med rooms. IV additive technician-preparing IV admixtures in inpatient. Communicating effectively with nursing staff, hospitalist, ER staff, outside pharmacies, and medical offices to clarify and confirm patient medication history. EPIC trained for navigation of hospital EHR. Extern Coordinator for pharmacy to recruit and train Pharmacy Technicians from Everest Career Institute. PAC board at Everest to provide feedback into Pharmacy technician course and expectations. Trained in all areas of Bronson Hospital inpatient and outpatient pharmacy technician job expectations.

• Various assignments as home health aid along with LTC CNA 
• Assisting in daily living skills of patients in a long term setting. Visiting homes of patients to assist with daily living skills and limited house work. Charting on ADL's and providing accurate and complete information at shift changes. Providing transportation and assistance getting patient to therapy and/or appointments.
• Provide comfort, friendship, and support to patient and family members while maintaining a professional relationship.