Tanya Durbin
Peoria,IL
Summary
Talented Manager with expert team leadership, planning and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.
Overview
27
27
years of professional experience
Work History
Revenue Cycle Patient Account AR Manager
Springfield Clinic
08.2023 - Current
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Cross-trained existing employees to maximize team agility and performance.
- Implemented new EMR System and reduced the existing Account Receivables in the existing EMR System.
- Onboarded new employees with training and new hire documentation.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Launched quality assurance practices for each phase of development
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
Revenue Cycle Patient Access Manager/Program Manag
OSF Healthcare
07.2017 - 05.2023
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Created standard operating procedures for all Patient Access functions, ensuring consistency in service delivery across multiple departments.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Conducted regular performance evaluations of team members, identifying areas for improvement and providing constructive feedback for professional growth.
- Developed targeted recruitment strategies that attracted top talent in the Patient Access field, contributing to a high-performing team.
- Implemented innovative technology solutions to optimize patient data management and streamline communication among healthcare providers.
- Improved patient satisfaction by streamlining registration processes and implementing efficient scheduling systems.
- Fostered an inclusive work environment by promoting open communication channels and encouraging collaboration among team members.
- Reduced wait times for patients with effective resource management and staff allocation strategies.
Revenue Cycle Patient Accounting Supervisor
Carle Foundation Hospital
12.2003 - 07.2017
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Collaborated with other departments to achieve organizational goals, fostering teamwork across various functions.
- Maintained compliance with company policies, objectives, and communication goals.
- Learned and adapted quickly to new technology and software applications.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
SR. Claims Analysts
Personalcare HMO/AETNA
05.1999 - 12.2003
- Build payer contract into the system for proper claims adjudication
- Worked with healthcare facilities on high dollar accounts to negotiate a discounted reimbursement.
- Assisted other departments in the organization with claims and benefit questions.
Customer Service Representative
Blue Cross And Blue Shield Of Illinois
02.1997 - 05.1999
- Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
- Answered customer service phone calls and resolved the issues that were presented within the metrics that were established.
- Delivered prompt service to prioritize customer needs.
- Responded proactively and positively to rapid change.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
Education
Bachelor of Science - Health Administration
Southern Columbia University
Orange Beach, AL01.2024
Associate of Science - General Studies
Colorado Technical University
Colorado Springs, CO05.2003
Skills
- Administration and Reporting
- Scheduling and Coordinating
- Team Leadership
- Business Planning
- Budget Administration
- Team Development
- Time Management
- Cross-Functional Teamwork
- Idea Development and Brainstorming
- Workforce Management
Timeline
Revenue Cycle Patient Account AR Manager
Springfield Clinic
08.2023 - Current
Revenue Cycle Patient Access Manager/Program Manag
OSF Healthcare
07.2017 - 05.2023
Revenue Cycle Patient Accounting Supervisor
Carle Foundation Hospital
12.2003 - 07.2017
SR. Claims Analysts
Personalcare HMO/AETNA
05.1999 - 12.2003
Customer Service Representative
Blue Cross And Blue Shield Of Illinois
02.1997 - 05.1999
Bachelor of Science - Health Administration
Southern Columbia University
Associate of Science - General Studies
Colorado Technical University
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