Taylor Hull
Dallas,TX
Summary
A hard working professional that demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings 5 years of experience with managing a team of 13, a positive attitude, and commitment to continuous learning and growth.
Overview
14
14
years of professional experience
Work History
Patient AR Supervisor
OneOncology
01.2024 - Current
- Assist Patient Access Manager with formulating and updating workflows and maintaining training materials.
- Assist Patient Access Manager with maintaining reference materials when there are program changes or updates, and when new drugs are utilized within Tennessee Oncology.
- Assist Patient Access Manager with go-lives and rollouts of new systems, workflows, and processes and provide support to the Patient AR team during these periods.
- Prepare meeting minutes and lead team meetings as needed.
- Monitor and audit Patient balance adjustments to ensure policy is being followed.
- Assign bi-monthly reports for collections on aged Patient AR.
- Monitor business metrics to ensure productivity standards are met for the Patient AR Specialist, Patient Assistance Specialist, and Patient Assistance Billing roles.
- Ensure the Patient Assistance Specialist team is enrolling patients in all available manufacturer free drug assistance.
- Ensure the Patient Assistance Specialist team is recording all drug related activity within the Pharmacy Tracking system, and reconcile records in the PHarmacy Tracking system with the records in the EMR.
- Ensure the Patient Assistance Billing team is accurately reviewing outstanding Patient Balances for submission to Manufacturer Copay Programs and Third-Party Foundations.
- Ensure the Patient Assistance Billing team is following up on outstanding claims in a timely manner.
- Ensure the Patient AR Specialist team is following company policy for the handling of Bankruptcy, Deceased, and accounts approved for Financial Assistance within a timely manner.
- Download inbound correspondence from the company lockbox, and ensure the Patient AR Specialist team is reviewing inbound correspondence per company workflow.
- Prepare reporting monthly on performance business metrics for the Patient AR Specialist and Patient Assistance Specialist Roles.
- Ensure all teams are meeting company assigned KPIs for productivity.
- Maintain monthly productivity records for Patient AR Specialist, Patient Assistance Specialists, and Patient Assistance Billing roles.
- Complete Quality Assurance Audits on a Monthly basis for Patient AR Specialists, Patient Assistance Specialists, and Patient Assistance Billing roles and provide feedback and coaching.
- Perform Quality Assurance reviews on phone calls when needed and provide feedback on customer service to team members.
- Monitor and track team attendance including but not limited to, approving time off requests, approving shifts in schedule, maintaining attendance records, and approving payroll.
- Assist in planning out coverage for team member absences and ensure external teams are notified of coverage when appropriate.
- Participate in interviews and give feedback on candidates that apply for positions within the Patient AR team.
- Assist with onboarding of new team members and complete training.
- Complete 30/60/90-day assessments when needed for new team members.
- Review requests from patients and insurance companies related to outstanding balances, claims, refunds, etc.
- Review rejected claims for Financial Assistance insurances for correction and batch claim resubmissions.
- Triage patient and insurance company requests to the proper RCM team based on the nature of the request and data within the practice management system.
- Handle escalated patient calls and situations to lead to a successful resolution including speaking with the patient and follow up until the issue is resolved.
- Assist with Team Member questions and return responses in a timely manner.
- Assist with requests related to patient balances, patient assistance, etc from other RCM teams and return responses back in a timely manner.
- Assist with requests from Tennessee Oncology clinical staff members and return response back in a timely manner.
- Assist Team Members with IT issues and submit internal and external IT tickets when necessary. This involves triaging and diagnosing IT issues with internal systems, as well as external vendor systems.
- Provide coverage for frontline roles within Patient AR Team when necessary.
Financial Counseling Supervisor
Tennessee Oncology
05.2020 - 12.2023
- Assist Patient AR Manager with formulating and updating workflows and maintaining training materials.
- Assist Patient AR Manager with maintaining reference materials when there are program changes or updates, and when new drugs are utilized within Tennessee Oncology.
- Assist Patient AR Manager with go-lives and rollouts of new systems, workflows, and processes and provide support to the Patient AR team during these periods.
- Prepare meeting minutes and lead team meetings as needed.
- Monitor business metrics to ensure productivity standards are met for the Patient Balance Collector, Patient Assistance Specialist, and Patient Advocate Billing roles.
- Prepare reporting monthly on performance business metrics for the Patient AR Specialist and Patient Assistance Specialist Roles.
- Maintain monthly productivity records for Patient Balance Collector, Patient Assistance Specialist, and Patient Advocate Billing roles.
- Complete Quality Assurance Audits on a Quarterly basis for Patient Balance Collector, Patient Assistance Specialist, and Patient Advocate Billing roles.
- Perform Quality Assurance reviews on phone calls when needed and provide feedback on customer service to team members.
- Monitor and track team attendance including but not limited to, approving time off requests, approving shifts in schedule, maintaining attendance records, and approving payroll.
- Assist in planning out coverage for team member absences and ensure external teams are notified of coverage when appropriate.
- Participate in interviews and give feedback on candidates that apply for positions within the Patient AR team.
- Assist with onboarding of new team members and complete training.
- Complete 30/60/90-day assessments when needed for new team members.
- Review requests from patients and insurance companies related to outstanding balances, claims, refunds, etc.
- Triage patient and insurance company requests to the proper RCM team based on the nature of the request and data within the practice management system.
- Handle escalated patient calls and situations to lead to a successful resolution including speaking with the patient and follow up until the issue is resolved.
- Assist with Team Member questions and return responses in a timely manner.
- Assist with requests related to patient balances, patient assistance, etc from other RCM teams and return responses back in a timely manner.
- Assist with requests from Tennessee Oncology clinical staff members and return response back in a timely manner.
- Assist Team Members with IT issues and submit internal and external IT tickets when necessary. This involves triaging and diagnosing IT issues with internal systems, as well as external vendor systems.
- Provide coverage for frontline roles within Patient AR Team when necessary.
Patient Advocate Coordinator
Tennessee Oncology
06.2019 - 05.2020
- Pull reporting from reporting studio and format in excel to serve as daily worklists.
- Reviewed 65+ tickets per day in the Practice Management System and all enrolled assistance to determine if it is appropriate to file claims to Foundation and Drug Copay Card Programs.
- File claims per the Foundation and DCRD Billing Reference Sheet via fax and through Provider Portals when necessary.
- Forward any missed assistance opportunities identified while billing to fellow team members so that we can maximize available assistance for the patient.
- Forward any identified posting errors to Cash Posting for correction.
- Successfully document any claims filed in practice management system and on excel reports.
- Complete all needed paperwork to facilitate the processing and posting of virtual credit card payments.
- Follow up on any outstanding Foundation and Drug Copay Card Claims that have gone unpaid by phone and utilizing portal logins when appropriate.
- Research and forward any Foundation and Drug Copay Card claims that are posted incorrectly for correction.
- Review Foundation / DCRD Credits and complete refunds when appropriate.
- Forward any updates needed to team reference materials to management to be completed.
- Assist when needed with the PAS team.
- Assist with training when needed.
Patient Assistance Specialist
Tennessee Oncology
09.2017 - 06.2019
- Screen patients for eligibility in drug manufacturer Patient Assistance Programs (PAP) in a timely manner based on physician orders.
- Communicate to clinical staff members the availability of PAP assistance based on ordered regimens.
- Communicate to patients the requirements and availability of PAP assistance and obtain appropriate consent over the phone in a professional and courteous manner.
- Facilitate the completion of PAP enrollment paperwork through mail, email, fax, and through the help of Patient Advocates and other clinical staff.
- Communicate approval of assistance to patients and all appropriate clinical staff.
- Work to ensure compliance with company policies and industry privacy regulations.
- Maintain spreadsheets in excel to track the progress of pending assistance, pending upfront and replacement drug orders.
- Maintain patient records in Pharmacy Tracking system for follow up and drug orders/inventory.
- Work daily reports to ensure that all patients that are eligible for assistance are screened, and that PAP enrollments are processed in a timely manner.
- Work daily reports to ensure that all upfront drugs are secured in the clinic prior to the patient's treatment.
- Work daily follow up report, and other periodic reports to ensure that all replacement drugs are requested and secured for patients enrolled in replacement programs.
- Assist clinical staff members in identifying the patient free drug shipments are for.
- Process drug packing slips, and forward replacement drug slips to collectors for adjustment.
- Communicate any possible issues with assistance to clinical staff members and Financial Counseling Manager/Supervisor as appropriate.
- Maintain appropriate documentation in practice management system and electronic medical records system of all activities related to patient assistance.
- Help when needed with copay and foundation billing and refunds by working assigned reports in excel.
- When assisting with foundation/copay card billing, identify possible additional copay card/foundation assistance, or issues with current foundation/copay cards, and communicating that to Financial Counseling Supervisor as appropriate.
Retail Sales Consultant
AT&T Mobility
01.2012 - 01.2017
- Provided an extraordinary experience to every customer every time.
- Consistently received positive customer feedback and high net promoter scores.
- Provide a successful resolution to customer complaints and escalations.
- Worked directly with and in proximity to customers.
- Required to stand for up to 8 hours per shift.
- Adhered to specific AT&T Brand Standards.
- Build a team-based culture within our store.
- Worked weekends and on, or around, most major holidays.
- Worked morning, mid-day, and night shifts between 8:30am – 9:30pm.
- Worked to ensure compliance with company policies and industry privacy regulations.
- Met and exceeded sales goals consistently in a fast-paced customer facing environment.
- Consistently ranked as a top performer within the store and market area.
- Called area businesses to recommend they visit our store to talk about AT&T Business Solutions.
Education
High School Diploma -
Timberline High School
Boise06.2009
Skills
- Proficient in Microsoft Office suite: Outlook, Excel, OneNote, Word, PowerPoint, Excel
- AR reporting
- Accounts receivable management
- Staff management
- Verbal and written communication
- Processes and procedures
- Project management
- Customer service
- Staff education
- Training and mentoring
- Health insurance verification
- Health insurance benefits
- CPT and ICD-10
- Oncology and Infusion Billing
Awards
Completed Tennessee Oncology Leadership Academy 2022-2023
Multiple “Hero of the Week” nominations
Patient AR Team – Employee of the Month July 2024
Timeline
Patient AR Supervisor
OneOncology
01.2024 - Current
Financial Counseling Supervisor
Tennessee Oncology
05.2020 - 12.2023
Patient Advocate Coordinator
Tennessee Oncology
06.2019 - 05.2020
Patient Assistance Specialist
Tennessee Oncology
09.2017 - 06.2019
Retail Sales Consultant
AT&T Mobility
01.2012 - 01.2017
High School Diploma -
Timberline High School
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