Teresa L. Thornhill
Florissant,MO
Summary
Result-oriented healthcare professional with extensive experience in patient services and case management. Demonstrates a commitment to operational efficiency and quality improvement, ensuring streamlined healthcare experiences and high patient satisfaction through effective team leadership.
Overview
23
23
years of professional experience
Work History
Patient Services Coordinator
University of Missouri
St. Louis, MO
01.2025 - Current
- Make decisions regarding urgent scheduling, patient or staff issues of Clinical Operations.
- Assist Center Manager in coordinating Patient Service Representatives.
- Assist Center Manager in evaluating staff's job performance and clinic support staff.
- Counseled staff on performance issues, guiding behavior to meet established standards.
- Orient and train new staff to perform standard work procedures.
- Instruct and advise supporting staff on changes in policies, procedures.
- Monitored clinic clerical operations, providing recommendations to improve service quality.
- Trained clinic staff on standard work procedures.
- Perform complex clerical work and assist with multi-site staffing front desk Patient Service Representatives for the College of Optometry.
- Assure accurate information is entered into the Compu Link concerning patient charges, information and schedules.
- Acted as a liaison between management and healthcare providers to facilitate communication. between management, health care providers and these groups.
Patient Services Representative
University of Missouri
St. Louis, MO
01.2023 - 01.2025
- Verifying patient insurance coverage and collecting co-payments.
- Scheduling patient appointments and making reminder calls.
- Updating and verifying patient information at every visit.
- Informed patients of delays and wait times, enhancing communication and patient experience.
- Managed patient complaints and concerns, fostering a supportive environment and resolution.
- Communicating with medical staff to ensure proper patient care.
- Operated multi-line phone system, ensuring timely response to incoming calls and improving patient accessibility.
Dual Special Needs Navigator
United Healthcare
St Louis, Missouri
03.2021 - 09.2023
- Managed care coordination for complex cases involving multiple stakeholders.
- Facilitated patient navigation through healthcare services and resources.
- Collaborated with multidisciplinary teams to address patient needs effectively.
- Educated patients about available benefits and coverage options.
- Developed personalized care plans in alignment with patient goals.
- Advocated for patients to ensure access to necessary healthcare services.
- Educated clients about community resources for housing, employment, healthcare, and legal aid to enhance support access.
- Conducted intake assessments with new clients to determine eligibility for services and develop appropriate action plans.
- Coordinated referrals to community agencies and organizations to ensure clients received comprehensive assistance.
- Collaborated with other professionals such as social workers, case managers, medical staff. to coordinate care for clients.
- Provided crisis intervention support using de-escalation techniques and emotional support to stabilize clients in distress.
Client Analyst
Housing Choice Voucher Program | St. Louis Housing Authority
St. Louis, MO
01.2019 - 12.2019
- Conducted in-depth client interviews and processed substantial information for annual re-certification, showcasing strong organizational and data management skills.
- Managed caseload of 500+ program participants, addressing needs and requirements to enhance program effectiveness.
- Acted as liaison between program participants and property owners, facilitating Housing and Urban Development compliance and building positive relationships.
- Played a crucial role in maintaining program integrity, compliance, and the well-being of clients by facilitating clear communication and adherence to established regulations and guidelines.
General Clerk III (Eligibility Support Specialist for the ACA)
Cognosante LLC
05.2016 - 07.2017
- Reconciled complex issues related to consumer citizenship, Immigration status, non-ESC-MEC, ESC-MEC, and annual income discrepancies, ensuring data accuracy and compliance.
- Utilized attention to detail and analytical skills to identify and resolve discrepancies, streamlining resolution process and enhancing consumer data accuracy.
- Resolved intricate issues, contributing to program efficiency and enhancing customer satisfaction.
WorkForce Management Traffic Analyst
GMAC Insurance
St. Louis, MO
12.2003 - 03.2008
- Managed call center headcount in the role of a Workforce Management Traffic Control Specialist, ensuring efficient staffing levels and resource allocation.
- Scheduled training sessions and meetings, assessed and processed employee scheduling requests to optimize workforce management.
- Processed weekly time sheet reports for call center employees and payroll, ensuring accuracy and timeliness in payroll processing.
Education
Bachelor of Liberal Studies - Communications
University of Missouri-St. Louis
St. Louis, MO01-2024
Associate in Applied Science - Human Service
St. Louis Community College at Florissant Valley
Florissant, MO01-2019
Skills
- Patient management systems
- Healthcare software
- Microsoft Office
- Time management
- Attention to detail
- Problem solving
- Conflict resolution
- Active listening
- Team collaboration
- Communication skills
- Adaptability
- Positive attitude
- Patience and empathy
- Zoom application
- Product knowledge
Service/ Professional Affiliations
- UMSL Staff Council, MO Member, 2026
- St. Louis Food Outreach, MO Volunteer, 2018-2019
- St. Louis Community College, Human Services Club, Vice President, 2017-2019
Awards
- Dean's List Honoree, St. Louis Community College, 2019
- Student Admissions Assistant Award of Excellence for Outstanding Departmental Service, St. Louis Community College, 2019
- Civic Engagement Award, St. Louis Community College, 2019
- Archer Aid Award for Outstanding Service to the Human Services Club, St. Louis Community College, 2019
Timeline
Patient Services Coordinator
University of Missouri
01.2025 - Current
Patient Services Representative
University of Missouri
01.2023 - 01.2025
Dual Special Needs Navigator
United Healthcare
03.2021 - 09.2023
Client Analyst
Housing Choice Voucher Program | St. Louis Housing Authority
01.2019 - 12.2019
General Clerk III (Eligibility Support Specialist for the ACA)
Cognosante LLC
05.2016 - 07.2017
WorkForce Management Traffic Analyst
GMAC Insurance
12.2003 - 03.2008
Bachelor of Liberal Studies - Communications
University of Missouri-St. Louis
Associate in Applied Science - Human Service
St. Louis Community College at Florissant Valley