Epit
Virginia Jones
Texas city,TX
Summary
Dynamic Financial Services Representative with a proven track record at Memorial Hermann, excelling in customer relationship management and regulatory compliance. Adept at enhancing patient satisfaction, I leverage strong problem-solving skills to streamline financial processes and foster long-term client loyalty. Committed to delivering exceptional customer service in fast-paced environments.
Overview
32
32
years of professional experience
Work History
Financial Services Representative
Memorial Hermann
02.2012 - Current
- Facilitated financial transactions and account management for diverse client base.
- Assisted clients in understanding financial products and services to meet their needs.
- Provided compliance support by ensuring adherence to regulatory standards and policies.
- Mentored junior staff on best practices in customer service and financial advisement techniques.
- Developed training materials to enhance team knowledge on financial services protocols.
- Provided excellent customer service, resolving issues quickly and maintaining long-term patient relationships.
- Worked closely with other departments to provide seamless service delivery for complex patient requests.
Patient Financial Counselor
St Anthony Hospital
07.2023 - 04.2024
- Guided patients through financial assistance programs, ensuring access to necessary healthcare services.
- Reviewed and analyzed patient accounts to identify eligibility for financial aid and payment plans.
- Educated patients on insurance benefits, coverage options, and out-of-pocket expenses to enhance understanding.
- Collaborated with healthcare providers to resolve billing inquiries and improve patient satisfaction regarding financial matters.
- Developed streamlined processes for financial counseling sessions, reducing wait times and enhancing service delivery.
Preservice Associate
HonorHealth
07.2017 - 08.2018
- Transcribed physician orders for outpatient ancillary appointments, covering diagnostic imaging, infusions, and cardiology procedures.
- Scheduled physician-requested appointments based on faxed or e-orders received. Created and managed hospital accounts, confirming insurance coverage and encoding necessary data. Determined payer medical necessity while calculating estimated patient costs accurately.
- Executed pre-registration calls with patients before scheduled dates of service. Handled incoming calls on ancillary phone queue, ensuring appropriate resolution of inquiries. Monitored key call center metrics to uphold service excellence standards. Consistently provided outstanding customer service during all communications.
- Facilitated scheduling tasks for outpatient ancillary appointments with accuracy and attention to detail. Selected appropriate medical record numbers or created new ones prior to appointments.
- Handled incoming calls from the scheduling center promptly, meeting departmental response times.
- Transcribed all faxed orders accurately for efficient processing. Completed patient procedure questionnaires and provided prep instructions based on EMR/Epic guidelines. Interacted with referring physician offices to correct orders or acquire necessary details.
- Documented all actions in EMR/Epic in compliance with departmental standards. Executed pre-registration processes, ensuring adherence to payer requirements and verifying patient benefits.
Patient Registration Coordinator
Brazosport Memorial Hospital
07.2009 - 11.2010
- Register patients, whether walk-ins or ambulance entries, in emergency
- Oversaw a team dedicated to improving service delivery effectiveness. Managed operations for optimal functionality across all services offered.
- Collaborated with departments to unify objectives and strategies. Created skill development programs for team members to boost performance. Introduced systems for collecting feedback on service quality improvements. Analyzed service metrics regularly to pinpoint opportunities for growth.
- Strengthened client relations to support loyalty and satisfaction goals. Led frequent team check-ins to assess progress and tackle obstacles.
- Lead when supervisor unavailable for potential issues.
- Process co-payments from patient insurance plans for services.
- Oversaw registration of patients seeking various outpatient services, maintaining data integrity.
- Handled maternal admissions, enhancing overall workflow and patient experience during intake.
- Manage direct admissions for the women's and children's center.
- Monitored PBX system functionality to support uninterrupted operations. Coordinated supply maintenance and replenishment to meet operational needs.
Patient Financial Counselor /Front End Cashier
Mercy Memorial Hospital
06.2006 - 04.2009
- Educated patients on financial assistance programs and insurance options.
- Facilitated payment plans to enhance patient access to care.
- Collaborated with clinical staff to resolve billing inquiries and discrepancies.
- Analyzed patient financial data to identify eligibility for assistance programs.
- Increased patient confidence in the billing process by providing clear explanations of insurance benefits and coverage limitations.
- Negotiated payment plans with patients, maintaining a high rate of successful payments.
Supplemental Instructor
Memorial County Community College
08.2004 - 06.2006
- Facilitated study sessions, enhancing student comprehension of course material.
- Developed instructional resources to support diverse learning styles and academic needs.
- Collaborated with faculty to align supplemental instruction with curriculum objectives.
- Implemented feedback mechanisms to assess student progress and adapt teaching strategies.
Commercial Insurance Biller
St Joseph Hospital
01.1996 - 07.1999
- Processed insurance claims accurately and efficiently, ensuring timely reimbursement for services rendered.
- Collaborated with healthcare providers to resolve billing discrepancies and facilitate prompt payments.
- Managed patient accounts, verifying insurance coverage and eligibility for services provided.
- Developed training materials for new billing staff, enhancing onboarding experience and knowledge retention.
- Consistently met or exceeded performance metrics related to billing timeliness, accuracy, and customer satisfaction scores.
- Served as a subject matter expert within the department regarding complex commercial insurance policies, offering guidance and support to colleagues when needed.
- Reduced outstanding payments by consistently following up on overdue accounts and negotiating payment plans.
- Developed strong relationships with insurance carrier representatives, fostering open communication channels that facilitated efficient resolution of issues.
- Managed high-volume workloads effectively through prioritization techniques while maintaining attention to detail in every task.
Unit Secretary
Mt Sinai Hospital
09.1996 - 01.1997
- Handled administrative tasks for CICU, MICU, and SICU, including chart management.
- Supported code response efforts by relaying critical information between nursing staff and physicians.
- Managed supply inventory and ordered necessary items to ensure operational readiness.
- Managed patient admissions and discharges, ensuring accurate documentation and efficient processing.
- Coordinated communication between medical staff and patients, facilitating timely information flow.
- Assisted in maintaining patient records, adhering to confidentiality and compliance standards.
- Managed incoming calls and directed to appropriate department.
- Supported hospital compliance efforts by adhering to privacy policies and HIPAA regulations when handling sensitive patient information.
- Assisted with the training and onboarding of new unit secretaries, sharing expertise and best practices to ensure their success in the role.
Unit Secretary, Labor and Delivery
Phoenix Baptist Hospital
02.1994 - 08.1996
- Directed clerical operations in labor and delivery, postpartum, and nursery units.
- Maintained meticulous documentation of baby admissions, lab tests, diets, beds, and orders from medical staff. Streamlined workflow through effective scheduling and management of unit secretaries.
- Coordinated patient admissions and discharges to streamline workflow in Labor and Delivery unit.
- Scheduled medical staff shifts, optimizing coverage during high-demand periods in Labor and Delivery.
- Trained new staff on administrative processes and hospital policies to promote consistency in operations.
- Created a welcoming atmosphere for patients and their families while managing visitor access according to hospital guidelines.
- Safeguarded confidential patient information through adherence to HIPAA regulations when handling sensitive material.
- Compiled birth rate statistics for Arizona with comprehensive weekly and annual reports.
- Promoted health support initiatives aimed at improving care for mothers and newborns.
- Served as certified resolve through sharing counselor to aid families navigating loss experiences.
- Facilitated training programs in CPR to elevate lifesaving competencies among staff members.
Education
High School Diploma -
Carl Hayden
Phoenix, AZAssociate of Applied Science - Mathematical Sciences
Monroe County Community College
Monroe, MISkills
- Risk assessment in finance
- Customer relationship management
- Cash management
- Cash handling
- Account documentation
- Regulatory compliance
- Customer relationship building
- Relationship management
- Hospitality and accommodation
- Goal oriented
- Computer skills
- Organization
- Documentation
- Negotiation
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Team leadership
- Active listening
- Effective communication
- Adaptability and flexibility
- Verbal and written communication
- Decision-making
- Detail-oriented
- Microsoft office
- Team building
- Task prioritization
- Self motivation
- Product knowledge
- Coaching and mentoring
- Work ethic and integrity
- Customer assistance
- Patience and empathy
- Customer service excellence
- Order taking
- Cash register operation
- Written and verbal communication
- Professionalism and courtesy
- Cash register systems
- Conflict resolution
- Refunds and exchanges
- Complex Problem-solving
- Merchandise restocking
- POS system operations
- ID verification
- Order packaging
- Reliability and punctuality
- Cash handling and management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Software
Microsoft Office
HealthQuest
Meditech
Timeline
Patient Financial Counselor
St Anthony Hospital
07.2023 - 04.2024
Preservice Associate
HonorHealth
07.2017 - 08.2018
Financial Services Representative
Memorial Hermann
02.2012 - Current
Patient Registration Coordinator
Brazosport Memorial Hospital
07.2009 - 11.2010
Patient Financial Counselor /Front End Cashier
Mercy Memorial Hospital
06.2006 - 04.2009
Supplemental Instructor
Memorial County Community College
08.2004 - 06.2006
Unit Secretary
Mt Sinai Hospital
09.1996 - 01.1997
Commercial Insurance Biller
St Joseph Hospital
01.1996 - 07.1999
Unit Secretary, Labor and Delivery
Phoenix Baptist Hospital
02.1994 - 08.1996
High School Diploma -
Carl Hayden
Associate of Applied Science - Mathematical Sciences
Monroe County Community College