Summary
Overview
Work History
Education
Skills
Timeline
Manager

THERESA HAUPT

Orlando,FL

Summary

Dynamic Medical Office Manager with 19 years of experience in the healthcare industry, recognized for delivering exceptional customer service and effectively managing team performance. Expertise in enhancing patient satisfaction through streamlined scheduling, registration, and financial counseling, while adeptly addressing inquiries and resolving complaints. Proven track record of driving operational efficiency and achieving measurable outcomes through strategic planning and process improvement. Committed to fostering a culture of accountability and excellence, ensuring alignment with business objectives while adapting to the evolving needs of the organization.

Overview

21
21
years of professional experience

Work History

Manager

Orlando Health Jewett Orthopedic Institute
10.2021 - Current
  • Trained employees on additional job positions to maintain coverage of roles.
  • Assigned tasks to associates to fit skill levels and maximize team performance.
  • Recruited and hired qualified candidates to fill open positions.
  • Completed thorough opening, closing and shift change functions to maintain operational standards each day.
  • Monitored staff performance and addressed issues.
  • Entered time and attendance logs in preparation for payroll.
  • Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
  • Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
  • Led team meetings and one-on-one coaching sessions to continuously improve performance.
  • Accomplished financial objectives by forecasting requirements, scheduling expenditures and preparing annual budgets.
  • Exercised good judgment and decision-making in escalating concerns and resolving issues.
  • Minimized staff turnover through appropriate selection, orientation and training.
  • Enforced customer service standards and resolved customer problems to uphold quality service.
  • Maintained adequate staffing to meet objectives within budget.
  • Established and managed yearly budgets of up to $500,000.
  • Conducted quality, timely performance feedback and performance appraisals.

Insurance Verification Specialist/Precertification Specialist

Orlando Health Jewett Orthopedic Institute
05.2020 - 10.2021
  • Called insurance companies to ascertain pertinent information regarding policies and payment benefits for patients.
  • Verified that patients had proper insurance coverage prior to procedures or appointment scheduling.
  • Updated patient and insurance data and input changes into company computer system.
  • Determined estimated self-pay portion by calculating charges, co-insurance and deductibles.
  • Contacted patients to confirm demographic information and communicate financial responsibilities.
  • Navigated through multiple online systems to obtain documentation.
  • Contacted patients to arrange payment arrangements for deductible and out-of-pocket liability.
  • Accessed third-party insurance databases to identify coverage of benefits.
  • Communicated with insurance carrier, patient and third party or employer to verify patient insurance benefits.
  • Created and sent time of service letter to inform patient of estimated self-pay balance.
  • Performed verification of Medicare coverage.
  • Identified important patient and demographic information.
  • Entered data in EMR database to record payer, authorization requirements and coverage limitations.
  • Instructed clients on amounts covered under benefits plans in easy-to-understand terminology.

Office Manager

Jewett Orthopaedic Clinic
10.2018 - 05.2020
  • Managed daily office operations for clinic, including scheduling staff, oversight of patient scheduling policy.
  • Performed data entry and processing into system databases and troubleshoot minor computer issues.
  • Developed and implemented office policies and procedures while adhering to HIPAA and OSHA regulations.
  • Interviewed, hired and trained medical office teams and conducted performance reviews.
  • Maintained and managed filing, chart keeping and organizational systems for practice.
  • Organized and maintained documents, files and records.
  • Handled supply purchases and inventory management for office operations and equipment maintenance.
  • Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
  • Managed office inventory and placed new supply orders.
  • Used judgment and initiative in handling confidential matters and requests.
  • Interpreted and communicated work procedures and company policies to staff.
  • Implemented and maintained company protocols to facilitate smooth daily activities.

Lead Medical Receptionist

Jewett Orthopaedic Clinic
02.2012 - 10.2018
  • Checked patients in and out for appointments and collected co-payments.
  • Called patients to confirm scheduled appointments and obtain additional details.
  • Photocopied insurance cards, documented details and verified patient coverage for upcoming procedures or appointments.
  • Retrieved faxes and uploaded documents to patient charts to assist clinical staff.
  • Managed office phone lines by checking voicemail, returning calls and directing messages to team members.
  • Handled correspondence, managed files and performed other clerical duties for office staff.
  • Gathered, transcribed and typed medical information into charts.
  • Followed infection control procedures to protect patients and staff in waiting area.
  • Entered insurance, demographics and health history into patient database.
  • Scheduled and followed up on patient appointments, collected and processed patient payments and maintained patient files.
  • Processed patient payments and scanned identification and insurance cards.
  • Protected patients by observing strict HIPAA guidelines.
  • Took messages from patients and promptly relayed to appropriate staff.
  • Greeted each patient pleasantly and offered desk sheet for easy sign-in.
  • Delivered high-quality administrative and customer service to sustain patient and work flows.
  • Carried out daily tasks by professionally communicating with physicians, nursing staff, technicians and medical assistants.
  • Straightened up waiting room to maintain neat and organized space.
  • Informed patients of financial responsibilities prior to rendering services.
  • Scheduled all Workers compensation appointments including Work Comp second opinions, IME and CME. Input all workers compensation information including claim information.

Training Coordinator

Jewett Orthopaedic Clinic
10.2005 - 02.2012
  • Supported onboarding of new employees by hosting orientation sessions.
  • Trained and developed departmental employees on software systems, platforms, health and safety regulations, courier protocols, inventory tracking system and database manager operations.
  • Created and offered additional materials to enhance training.
  • Explained goals and expectations required of trainees.
  • Developed complete training programs and led training using expert learning techniques.
  • Coordinated development of training materials, including manuals, standard operating procedures and employee handbooks.
  • Organized handbook and course documentation for participants.

Patient Service Representative

Jewett Orthopaedic Clinic
08.2004 - 10.2005
  • Answered patient questions and fielded complaints to resolve issues.
  • Accessed patient information through various software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
  • Coordinated with patients and healthcare professionals to meet patient needs.
  • Scheduled and confirmed patient appointments with patients and healthcare professionals.
  • Documented and managed patient information in computer system.
  • Ran credit card batches and balanced deposits on daily basis.
  • Checked daily doctor schedules and verified insurance.
  • Scheduled patient appointment and procedures.
  • Oversaw patient registrations by collecting information, verifying benefits and submitting paperwork.
  • Answered over hundreds of telephone calls per day to schedule appointments and answer patient questions.
  • Organized and maintained patient charts with proper classification and filing systems.
  • Troubleshot and resolved department issues to maintain patient satisfaction and keep optimal patient flows.
  • Balanced and reconciled cash drawer daily to maintain department's financial accuracy.
  • Coordinated billing activities on behalf of 20 + providers, including coordinating insurance authorizations, collecting co-payments and resolving discrepancies.
  • Scheduled patient appointments and procedures.
  • Registered patients by verifying records to update computer system and patient charts.
  • Scanned completed forms, identification and insurance cards, maintaining patient documents folder.
  • Obtained proper authorization and identification to release confidential medical records.
  • Obtained insurance verification and authorization to submit financial clearance of patient accounts.
  • Coordinated insurance authorizations, collected co-payments and resolved discrepancies.

Education

No Degree - Cosmetology

Romar Hairstyling Academy
Winter Park, FL
09.1985

GED - undefined

Orange County Vocational
Orlando, FL
07.1983

No Degree -

Winter Park High School
Winter Park, FL

Skills

  • Insurance plan verification
  • Skilled in Medical Manager, Pulse Pro, Excel, SRS, All Scripts, Clearwave, Epic, Power Point, Epsi, Timeclock manager, Kronos
  • Insurance terminology
  • Medical terminology
  • Patient rapport
  • People skills
  • Critical thinking
  • Working collaboratively
  • Relationship building
  • Microsoft Office
  • Data management
  • Conflict resolution
  • Problem resolution
  • Surgery Scheduling
  • Customer service
  • Active listening
  • Multitasking

Timeline

Manager

Orlando Health Jewett Orthopedic Institute
10.2021 - Current

Insurance Verification Specialist/Precertification Specialist

Orlando Health Jewett Orthopedic Institute
05.2020 - 10.2021

Office Manager

Jewett Orthopaedic Clinic
10.2018 - 05.2020

Lead Medical Receptionist

Jewett Orthopaedic Clinic
02.2012 - 10.2018

Training Coordinator

Jewett Orthopaedic Clinic
10.2005 - 02.2012

Patient Service Representative

Jewett Orthopaedic Clinic
08.2004 - 10.2005

GED - undefined

Orange County Vocational

No Degree - Cosmetology

Romar Hairstyling Academy

No Degree -

Winter Park High School

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THERESA HAUPT