Susan Wainscott
Carrollton
Summary
Experienced with patient intake procedures and administrative coordination. Utilizes skills in streamlining processes to improve patient flow and satisfaction. Track record of proficiently handling insurance verification and registration tasks.
Overview
29
29
years of professional experience
Work History
Patient Access Coordinator
Baptist Health Medical Group
11.2021 - Current
- Maintained strict adherence to HIPAA regulations while managing confidential patient information throughout various stages of care.
- Managed high volumes of inbound calls while addressing scheduling requests, appointment confirmations, prescription refills, and general inquiries professionally.
- Reduced errors in billing processes by meticulously reviewing and verifying patient demographics and insurance information.
- Assisted in staff training on new procedures, policies, and software applications to improve overall performance of the department.
- Ensured compliance with regulatory requirements by maintaining accurate records of all financial transactions related to patient accounts.
- Participated in continuous improvement initiatives, collaborating with team members to identify areas of opportunity and develop plans for enhancement.
- Provided compassionate service to patients and their families during difficult times, addressing concerns promptly and offering assistance as needed.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Answered incoming calls, scheduled appointments and filed medical records.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Delivered support to medical staff in completion of patient paperwork.
- Engaged with patients to provide critical information.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Trained new staff on filing, phone etiquette and other office duties.
- Organized patient records and database to facilitate information storage and retrieval.
Office Manager
Carroll County Memorial Hospital
04.1996 - 06.2022
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Enhanced team productivity by delegating tasks effectively and overseeing daily workflow.
- Coordinated office events and meetings, ensuring timely execution and optimal scheduling for all participants.
- Streamlined office operations by implementing efficient filing systems and organizational strategies.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Facilitated smooth communication between departments, addressing concerns promptly to maintain harmonious work relationships.
- Supported department heads in accomplishing their goals through diligent administrative assistance such as report generation and data entry.
- Oversaw facility maintenance requests, coordinating with building management to address repairs or improvements efficiently.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections.
- Increased customer satisfaction by developing effective client feedback system that led to service improvements.
- Conducted regular reviews of office procedures, identifying and implementing improvements for operational excellence.
- Facilitated positive work environment, addressing employee concerns promptly and fostering culture of mutual respect.
- Handled sensitive employee and client information with utmost confidentiality, maintaining trust and integrity.
- Enhanced office operational efficiency by streamlining filing systems, resulting in easier access to critical documents.
- Managed scheduling and coordination of all office meetings to ensure smooth operations and minimal conflicts.
- Reduced overhead costs significantly through negotiation of vendor contracts for office supplies and services.
- Optimized office space utilization, leading to more efficient and productive work environment.
- Spearheaded community outreach initiatives, improving company's local reputation and engagement.
- Streamlined document handling and processing, reducing turnaround time for client inquiries and requests.
- Provided comprehensive administrative support to senior management, enabling them to focus on strategic decision-making.
- Resolved office disputes swiftly and equitably, maintaining harmonious workplace.
- Developed and enforced office policies that aligned with company values and regulatory requirements, maintaining compliance.
- Improved team morale and cohesion with regular team-building activities and open communication channels.
- Implemented comprehensive training program for new hires, improving their integration into team and productivity.
- Oversaw office budget, ensuring all expenditures were within allocated funds and identifying cost-saving opportunities.
- Coordinated with IT department to upgrade office technology, enhancing overall efficiency and data security.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
Accounts Receivable and Billing Clerk
Carroll County Memorial Hospital
03.2003 - 11.2021
- Assisted with account setup, ensuring all necessary information was collected and inputted correctly to facilitate accurate invoicing and payment processing.
- Delivered high-quality work under tight deadlines while maintaining attention to detail resulting in increased productivity.
- Supported audit preparation efforts by gathering required documentation and responding to auditor inquiries regarding accounts receivable activity.
- Reduced billing errors by accurately reviewing invoices and promptly addressing discrepancies.
- Improved customer satisfaction through timely resolution of billing inquiries and disputes.
- Enhanced cash flow by efficiently processing and managing accounts receivable.
- Enhanced decision-making capabilities within the organization by producing comprehensive analyses of overdue accounts for management review.
- Developed strong relationships with clients through professional communication, fostering trust in the company''s ability to manage their account needs effectively.
- Contributed to the resolution of delinquent accounts by working closely with the collections team, providing necessary documentation, and participating in negotiations as needed.
- Facilitated timely payments from clients by maintaining clear communication and providing necessary documentation.
- Expedited month-end closing activities by efficiently completing assigned tasks related to account reconciliation, adjustments, and write-offs as necessary.
- Increased accuracy in financial reports by diligently reconciling accounts on a monthly basis.
- Optimized revenue recognition by monitoring aging reports, identifying uncollected amounts, and taking appropriate action to recover outstanding balances.
- Reconciled accounts receivable ledger to verify payments and resolve variances.
- Monitored accounts to verify compliance with payment terms and schedules.
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Followed up overdue payments and payment plans from clients to establish good cash flow.
- Submitted cash and check deposits and generated cash receipts to record money received.
- Negotiated payment arrangements with customers to establish timely receipt of payments.
- Reviewed accounts on monthly basis to assess aging and pursue collection of funds.
- Utilized various software programs to process customer payments.
- Handled account payments and provided information regarding outstanding balances.
- Responded to customer concerns and questions on daily basis.
- Generated monthly billing and posting reports for management review.
- Monitored outstanding invoices and performed collections duties.
- Kept vendor files accurate and up-to-date to expedite payment processing.
- Processed vendor and supplier payments on weekly basis.
- Produced and mailed monthly statements to customers and assisted with related requests for information and clarification.
- Maintained accurate records of customer payments.
- Used data entry skills to accurately document and input statements.
- Audited and corrected billing and posting documents for accuracy.
- Collaborated with customers to resolve disputes.
- Processed payment via telephone and in person with focus on accuracy and efficiency.
Education
High School Diploma -
Carroll County High School
Carrollton, KY05-1986
Skills
- HIPAA compliance
- Strong organization
- Patient registration
- Insurance verification
- Appointment scheduling
- Customer service
- Multitasking and organization
- Customer follow-up
- Money handling
- Patient check-in
- Electronic health records
- Phone and email etiquette
- Medical terminology
- Insurance billing
- Eligibility determination
- EMR
- Financial procedures adherence
- Punctual and hardworking
- Registration and scheduling
- Insurance verifying
- Medical insurance
- Insurance authorizations
- Scheduling appointments
Timeline
Patient Access Coordinator
Baptist Health Medical Group
11.2021 - Current
Accounts Receivable and Billing Clerk
Carroll County Memorial Hospital
03.2003 - 11.2021
Office Manager
Carroll County Memorial Hospital
04.1996 - 06.2022
High School Diploma -
Carroll County High School
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