Veronica Johns
Summary
Astute Medical Administrative professional highly skilled in scheduling, electronic records management, training and managing busy medical practices. Talented individual with 20 years of experience in payroll administration and new employee mentoring. History of positive management resulting in improved operations and employee retention.
Overview
27
27
years of professional experience
Work History
Patient Access Associate
LCMC
11.2022 - Current
- Greets patients, guests and family members.
- Schedules patients for services with appropriate provider at appropriate locations and desired time when possible, ensuring accuracy and timeliness.
- Analyzes current patient information to determine if an account already exists so as not to duplicate records.
- Creates an account for all patients who call for services or who present for services, including walk-in, non-scheduled, and emergency services according to the registration policy.
- Registers patients by entering accurate demographic, financial class, insurance information; makes revisions to systems immediately as errors are recognized.
- Activates scheduled accounts that have been set-up for the patient according to the registration policy.
- Resolves work queue errors in an accurate and timely fashion.
- Requests and documents patient demographic, insurance, guarantor, Medicare Secondary Payor, and Primary Care Physician/Referring Physician information and validates against current system.
- Ensures patient/guarantor sign all applicable documentation, such as consents and financial assistance application.
- Scans ID's, insurance cards, orders, authorization information, etc. to patient's account once the information is validated for accuracy.
- Performs insurance verification tasks, including running automated eligibility response at point-of-service to ensure active coverage and completing notification of admission with insurance company within established timeframe.
- Completes messages for providers as needed using the In-Basket messaging system, ensures that all information contained in the message is accurate.
- Updates Electronic Medical Record with documentation to communicate any information related to the status of a patient account.
- Identifies patient copayment and remind patient of collection process at time of visit. When applicable, will inform patient/guarantor of liability due, including prior balances and estimates for scheduled service.
- Attempts to collect payment at point of service for both copayments and residual payments.
- Provides patient information on LCMC's financial assistance programs and/or refers patients to financial counselors as needed.
- Maximizes point-of-service collection, meeting established registration collection goals.
- Promotes a customer centered experience by performing all functions in a warm and courteous manner to patients, family members, providers, and all visitors of the organization.
- Answers incoming calls and warm transfers calls to appropriate areas of department/clinic/hospital.
- Provides directions to applicable areas of interest whether over of the phone or in-person.
Patient Navigator
Ochsner Health System
08.2019 - Current
- Completes all appointment scheduling, cancellation, and confirmation requests within schedulingguidelines to provide the first available appointment in conjunction with patient preferences for time,date, and location and documents interactions in the customer relationship management system
- Accurately completes basic registration, demographic and insurance information, avoiding duplicateaccounts, to ensure timely and accurate payment for services while scheduling appointments
- Schedules patient appointments system-wide for providers, including specialty and ancillary services,providing proper prep instructions for ancillary and diagnostic procedures and tests using physicianspecific and department guidelines
- Appropriately addresses patients' emergency/urgent needs utilizing and adhering to the company's
- Telephone Receptionist Emergency/Suicide Protocol
- Processes messages from sources including voice, live chats, patient portals, and texts related topatient and physician requests such as appointments, referrals, prescriptions, and complaints ensuringthat all information contained in the message is accurate
- Assists with training initiatives for new hires and completes daily work assignments to contribute tocontact center metrics and performance expectations, including providing one-call resolution
- Adapts behavior to the specific patient population, including but not limited to: respect for privacy,method of introduction to the patient, adapting explanation of services or procedures to be performed,requesting permissions and communication style
- Performs other related duties as assigned.
Provider Service Representative
Peoples Health
07.2018 - 07.2019
- Assists providers, customers (internal/external) while effectively promoting
- Peoples Health products, services and policies through a dedicated call centerphone line as well as written communications
- Assists providers with claim issues, authorization processes and/or issues witheligibility and general inquiries received via Automatic Call Distribution (ACD)telephone calls, facsimile and mail
- Handles the provider and customer calls in an efficient and effective manner, inaccordance with department goals and guidelines
- Maintains a working knowledge of standard healthcare concepts, practices andprocedures as they relate to claims adjudication and managed care
- Serves as a liaison between the Claims department and the Medical
- Management departments to assist providers in the resolution of claim and/orauthorization related issues
- Facilitates the handling of simple participating provider refund requests and/ornegative balance offset adjustments
- Large or difficult requests are forwarded tothe Provider Services Process Coordinator for resolution
- Assists in provider retention and satisfaction by following department guidelinesor contacts immediate supervisor for intervention regarding complaints asnecessary
- Fields issues regarding claims, authorization, and utilization for all Physicians
- Teams and handles problems regarding billing and reimbursement patterns,including the documentation and forwarding of claims/authorization issuesrequiring adjustment and/or updates to the appropriate department in a CSF aswells as Amisys Advance remark screen
- Works closely with related departments in communicating provider demographicchanges
- Assists in special claims status inquiry projects as deemed necessary by the
- Manager of Provider Services and/or the Director of Customer Service/Member
- Service.
Customer Service Representative II
Taylor Home Health Supply
06.2017 - 04.2018
- Assemblies charts and processes paperwork, including preparation of files for the Billing Department and completes batch reports for UPS deliveries
- Assists with updating respiratory grid
- Available for on-call assignments as needed
- Builds relationships with locations, patients and referral sources
- Clears previous day's route and checks all paperwork for accuracy and completeness
- Collects co-pays and deductible amounts
- Conducts insurance verification and eligibility for services/products
- Conducts patient satisfaction calls and acts as patient advocate to resolve questions or concerns
- Coordinates, collects and inputs all patient information and new patient set-ups
- Develops and maintains a working knowledge of current Medicare, Medicaid, insurance regulations, products and services offered by the company, and FDA/DOT, JCAHO and all applicable governmental guidelines and regulations
- Maintains referral log
- Manages all aspects of intake; data entry, answering the phone, outbound calling, receiving faxes, maintaining referral source information and log and data input into IMBS
- Monitors office supplies
- Prepares and completes CMNs/SOPs for Sales Reps and documents on tracking log
- Prepares deposit for location on a weekly basis
- Prepares tickets for daily routes and coordinates timely fulfillment of products and services ordered
- Provides education to referral sources, patients and employees on qualifications for service and 3rd party billing
- Provides service for walk-in patients and walk-in equipment requests
- Provides technical assistance to customers as required
- Verifies Medicare, Medicaid, and private insurance coverage information
- Works extensively with e-Intake proprietary system; maintains accuracy and quality control throughout initial patient contact and data input
Customer Service Agent
Premium Parking
05.2016 - 06.2017
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Educated customers about billing, payment processing and support policies and procedures.
- Answered constant flow of customer calls with minimal wait times.
- Responded to customer requests for products, services, and company information.
- Addressed customer account discrepancies and concerns.
Ticket Agent
Airport Shuttle
05.2013 - 04.2014
- Used computerized ticketing systems to process ticket orders accurately and securely.
- Processed order transactions and provided customers with detailed itineraries, tickets, and receipts.
- Utilized customer service skills to resolve customer complaints and provide timely and accurate information.
- Processed cash and credit card transactions securely and promptly for customer payments.
- Researched and resolved customer ticketing issues to promote satisfaction.
Office Manager
Farere Dyer M.D
06.2008 - 11.2012
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Worked effectively with medical payers such as Medicare, Medicaid, commercial insurances to obtain timely and accurate payments.
- Completed bi-weekly payroll for 5 employees.
- Insurance verification and precertification
- Input radiology and laboratory orders
- Created, maintained and updated filing systems for paper and electronic documents.
- Developed and maintained successful relationships with vendors, suppliers and contractors.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Provider Credentialing
Front Desk Receptionist
Crescent city physicians
04.2006 - 06.2008
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Confirmed appointments, communicated with clients, and updated client records.
- Collected co-payments, processed transactions and updated relevant records.
Correctional Officer
Orleans Parish Criminal Sheriff's Office
10.1996 - 07.2006
- Searched cells of inmates to identify and confiscate contraband and other prohibited items.
- Escorted inmates to and from cells, court, hospitals, and medical appointments.
- Observed and supervised inmates throughout visits, meal time, recreation, phone calls, and showers.
- Conducted routine and emergency head counts.
- Prepared, processed and maintained forms, reports, logs, records, and activity journals.
Education
Medical Billing and Coding in Medical Billing and Coding - Medical Insurance Billing
Remington College
Baton Rouge, New Orleans, LANo Degree - Business Administration And Management
University of New Orleans
New Orleans, LASkills
- Customer Service
- EMR Software
- Call Flow Maximization
- Data Entry
- Registration and Scheduling
- Claims Handling and Coverage Verification
- Clerical and Filing Support
- Multi-Line Telephone Systems
- Account Updating
- Customer Relations
Timeline
Patient Access Associate
LCMC
11.2022 - Current
Patient Navigator
Ochsner Health System
08.2019 - Current
Provider Service Representative
Peoples Health
07.2018 - 07.2019
Customer Service Representative II
Taylor Home Health Supply
06.2017 - 04.2018
Customer Service Agent
Premium Parking
05.2016 - 06.2017
Ticket Agent
Airport Shuttle
05.2013 - 04.2014
Office Manager
Farere Dyer M.D
06.2008 - 11.2012
Front Desk Receptionist
Crescent city physicians
04.2006 - 06.2008
Correctional Officer
Orleans Parish Criminal Sheriff's Office
10.1996 - 07.2006
Medical Billing and Coding in Medical Billing and Coding - Medical Insurance Billing
Remington College
No Degree - Business Administration And Management
University of New Orleans
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