Teena Cooper
Somerville,MA
Summary
Highly motivated Senior Associate Customer Success Manager with a proven track record of building strong client relationships, increasing customer satisfaction, and driving revenue growth in the healthcare industry. Skilled in problem-solving, communication, and team leadership.
Overview
21
21
years of professional experience
Work History
Senior Associate, Customer Success Manager
Athenahealth
05.2021 - Current
- Provide timely resolution of product and accounting related customer support issues
- Exercise independent judgment and analysis in determining the best method(s) to resolve issues and ensure customer loyalty and satisfaction
- Act as first point of contact for customer training, data conversion, setup/configuration, and problem solving
- Maintain and enhance customer satisfaction by providing ongoing, proactive support throughout the customer life cycle
- Exercise strong ability to multi-task and work cross-functionally in a dynamic environment while still training new hires.
Patient care Coordinator
Emory Healthcare
02.2019 - 05.2021
- Primary point of contact for all customer service, administrative and scheduling needs
- Act as the liaison for the patient and family, working with both administrative and clinical staff from multiple departments to improve the patient's overall experience
- Ensured that all related patient appointments for an episode of care are secured in a timely manner and coordinated for patient convenience and address and resolve process or administrative issues impeding timely access to care
- Developed and coordinates a system which organizes the flow of patients from initial appointment through completion of their care experience
- Collaborates with nursing and physician teams to ensure appropriate appointments are secured in a timely manner.
Lead Registration Associate
Children’s Healthcare of Atlanta
07.2017 - 02.2019
- Resolved patient inquiries, complaints or concerns regarding their accounts or interactions with the staff
- Assisted with the planning, scheduling, and coordination of front office staff activities in the daily operation of patient registration, scheduling and insurance information collection for each physician’s practice
- Interviewed patients and families to obtain complete and accurate demographic and financial information
- Ensured all necessary questionnaires and forms were completed according to pre-determined requirements by government or regulatory agencies
- Enters data into system for registration, billing, patient tracking, charge capture, and reconciliation in a fast, efficient way to minimize patient wait times
- Explained insurance benefits to patient or responsible party and collects/posts deposits or deductible amounts as required.
Lead Precertification Specialist
Wellstar Health System
04.2016 - 07.2017
- Monitored the Precertification Specialists workload and department coverage
- Monitored quality in the department and coordinated with Precertification Specialists on quality initiatives and expectations
- Maintains tracking of patients on schedule, ensuring that eligibility and authorization information has been entered into data entry systems
- Provided on-going communication and training to physician offices, patients/families, and others as necessary to resolve insurance authorization-related departmental issues
- Collaborated with Appeals department to provide all related information to overturn denied claims
- Knowledge of EPIC software experience.
Assistant Clinical Manager
Sparlin Health Care
01.2014 - 04.2016
- Monitored practice/provider operations workflow including no show rates, slot utilization, scheduling disruptions
- Demonstrated efforts to enhance process and maximize operations
- Performed and/or supervises physician practice administrative duties such as payroll, HR processes and paperwork, calendars, scheduling, reports and updating tools
- Supported appropriate processes for resource management and revenue cycle functions within the practice
- Analyzed revenue-related information to identify trends and takes action to maintain or improve revenue performance.
Assistant Front Desk Manager
Sparlin Health Care
01.2006 - 12.2013
- Assisted with supervising the front desk staff performing revenue cycle activities for pre-registration, registration, charge capture, point-of-service payments, insurance verification, and financial counseling
- Assisted in hiring and orientation of new employees, as well as assisted in annual performance reviews
- Created clearly defined expectations, procedures, goals and incentives for everyone within the department
- Provided training support to new and existing front desk staff.
Chiropractor Assistant
Sparlin Health Care
09.2003 - 01.2006
- Checked in patients by verifying and/or updating demographic, insurance, and registration information in accordance with established policies and procedures
- Prepared accurate charts and enter notes into the system
- Provided patients with education about different chiropractic procedures and equipment
- Explained treatment plan to patients.
Education
Master of Science in Health Care Administration -
Grand Canyon University
Phoenix, AZ09.2018
Bachelor of Science in Health Care Management -
Clayton State University
Morrow, GA12.2015
Skills
- Customer Service
- Staff Training & Development
- Revenue Cycle
- HIPPA
- Healthcare Management
- Communication Skills
- Microsoft Office Suite
- Typing (45WPM)
- Client Management
- Problem Solving
- Mentorship
- Acting Courageously
- Drive Result
- Building Effective Team
Timeline
Senior Associate, Customer Success Manager
Athenahealth
05.2021 - Current
Patient care Coordinator
Emory Healthcare
02.2019 - 05.2021
Lead Registration Associate
Children’s Healthcare of Atlanta
07.2017 - 02.2019
Lead Precertification Specialist
Wellstar Health System
04.2016 - 07.2017
Assistant Clinical Manager
Sparlin Health Care
01.2014 - 04.2016
Assistant Front Desk Manager
Sparlin Health Care
01.2006 - 12.2013
Chiropractor Assistant
Sparlin Health Care
09.2003 - 01.2006
Master of Science in Health Care Administration -
Grand Canyon University
Bachelor of Science in Health Care Management -
Clayton State University
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