Tianna Green

SPI Program

• Developed 5 didactic modules in collaboration with the Chief Psychologist.
• Implemented feedback from 92% of stakeholders to refine didactics, resulting in an 86% increase in participant engagement.
• Conducted several program evaluations, identifying 3 actionable areas for improvement.
• Implemented over 5 recommendations resulting in an 80% increase in program effectiveness.
• Successfully managed 2 continuing education applications for CME accreditation annually.
• Completed over 50 hours of training in lesson plan creation, program development, and content creation through WorkDay.
• Maintained a 100% level of regulatory compliance throughout program lifecycle.
• Achieved 100% adherence to Safety Planning Intervention Training standards and guidelines, ensuring program effectiveness and participant safety.

TiPS Program

• Played pivotal role in marketing and outreach initiatives to bolster awareness and attract new participants to the Telephonic Psychiatric Consultation Service (TiPS).
• Collaborated with clinical TiPS psychiatric teams, PA, DHS, and MCO's to define metrics, extract data, generate reports, and ensure validity of results.
• Leveraged various data solutions, including dashboards, reports, business intelligence tools, and data analysis techniques, to measure processes and outcomes.
• Led team in addressing technical and operational challenges by collaborating with Epic analysts and IT to optimize template buildouts utilized in face-to-face evaluations.
• Assisted TiPS providers in data storytelling through exceptional presentation and communication, tailoring findings to audience needs for actionable insights.
• Developed Excel documents to streamline metric data extraction and presentation, facilitating concise explanations for TiPS team members to determine optimal resource allocation.

• Assisted in hiring new clinic staff members, conducting interviews and evaluating candidates based on skills and cultural fit within team dynamic.
• Contributed to the development of marketing strategies aimed at attracting new patients while retaining current clientele.
• Participated in and supported select projects to be determined by division leadership.
• Demonstrated exemplary organizational skills and has ability to adapt to an ever-changing environment.
• Implemented comprehensive training program for new staff members, resulting in quicker integration into the clinic team and increased overall performance.
• Fostered strong relationships with local healthcare providers through open communication and collaboration, resulting in increased referral rates for clinic.
• Served as liaison between patients, insurance companies, and billing departments to resolve any discrepancies or questions regarding payment issues promptly.
• Assist accounts receivable with claim denials by providing medical records for reprocessing claims.
• Ensured compliance with healthcare regulations by staying up to date on industry standards and implementing necessary changes in clinic procedures.

• Efficiently handle all calls received in a customer oriented and professional manner.
• Identify root causes of customer barriers or complaints and work internally to voice concerns to appropriate department staff.
• Review account history to understand full impact of questions and complaints to ensure that all past account history is appropriately updated, and issues are resolved.
• Facilitated staff training sessions on billing procedures, ensuring consistent understanding across the department for optimal performance levels.
• Maintained compliance with industry regulations, ensuring proper handling of sensitive patient data during billing process.
• Promoted a positive patient experience, addressing concerns and resolving issues related to billing or insurance coverage.
• Demonstrated adaptability by staying current with changes in healthcare policies and regulations affecting patient financial services operations.
• Reduced errors in billing, conducting thorough audits of patient accounts and identifying discrepancies.
• Negotiated payment arrangements with self-pay patients, offering flexible solutions that aligned with their financial capabilities.

• Maintained a strong clientele relationship with customers.
• Analyzeed customer complaints and recommend solutions.
• Understood company insurance policies, products and be able to tell whether a policy covers a procedure or benefit.
• Analyze procedure codes to ensure it is a covered benefit.
• Confirm eligibility, payments, and make claim adjustments.
• Searched for providers in member's network and advise member on appropriate tier options.
• Investigated member billing issues and forward for corrections.
• Recorded all conversations, with clients, in detail through inquiries and record actions that were taken to solve issue.
• Called customers who previously complained to make certain that their challenges have been resolved and to ensure that they are now satisfied.
• Communicate changes or adjustment in policies to clients.
• Forward all filed claims to appropriate department for handling and investigation.
• Assist clients in filing policy documents and contact them whenever any error is discovered, or when it needs to be corrected.
• Systems used including Insinq, Navinet, Argus, and MHS.