Wendy Hintz
Waverly,IA
Summary
Highly skilled and enthusiastic professional with more than 20+ years of experience managing operations in patient-centric medical offices. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
27
27
years of professional experience
Work History
Patient Access/Supervisor/Manager
MercyOne
08.1999 - Current
- Oversee daily office operations oversee 45+ employees, and all MercyOne Medical Group locations including Family Practice and Multi-Specialty
- Prepare and distributed payroll for staff of 45+ direct reports.
- Develop and approval for all Epic scheduling/registration policies and training material.
- Monthly Epic Reporting to Leadership
- Created user friendly online training manual for 150+ colleagues on Patient Access policies and insurance training reducing paper consumption and created ease for new colleagues.
- Audit Staff's Registrations and Scheduling for Multiple sites
- Address and resolve Patient complaints empathetically, and professionally.
- Gather and verify all required patient information for tracking purposes
- Manage customer calls effectively and efficiently in complex, fast-paced and challenging call center environment for 50+ Medical Group sites.
- Conduct yearly performance reviews for 45+ direct reports and report out KPI's for 100+ Patient Access colleagues
- Develop departmental goals, aims, standards of performance, and policies and procedures.
- Review customer survey information to prioritize areas of improvement
- Proactive supervisory practices and facilitating proactive work environment.
- Routinely collaborate with department Directors on process improvement
- Cooperated and communicated effectively with physicians to ensure patient satisfaction and compliance with set standards
- Conduct monthly Patient Access staff meetings to improve good communication
- Identify process improvements in day-to-day functioning of department.
- Continually improve knowledge, skills and performance based on feedback and self-identified professional development
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Resolved patient billing issues in line with established guidelines.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Spearheaded and implemented new projects to expand scope of engagement.
- Providing excellent customer service by promptly answering patient inquiries.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
Insurance Secretary
Hood And Phalen Insurance
01.1996 - 04.1998
- Managed phone and email correspondence and handled incoming and outgoing mail and faxes.
- Created and maintained detailed administrative processes and procedures to drive efficiency and accuracy.
- Assisted coworkers and staff members with special tasks on daily basis.
- Supported company leaders by scheduling appointments and organizing itinerary.
- Continually sought methods for improving daily operations, communications with clients, recordkeeping and data entry for increased efficiency.
- Managed filing system, entered data and completed other clerical tasks.
- Managed paper and electronic filing systems by routing various documents, taking messages and managing incoming and outgoing mail.
- Performed research to collect and record industry data.
- Opened and properly distributed incoming mail to promote quicker response to client inquiries.
- Calculated quotes, and educated potential clients on insurance options
- Negotiated new and renewal production goals with business development manager
- Greeted customers in persona nd via telephone
- Monitored cash drawers to ensure adequate cash supply
Education
No Degree - Childhood Development Specialist
Childhood Development Specialist Certification
No Degree - Healthcare
2014
No Degree - Epic Enterprise Software
2014
Skills
- Certified in Epic Physician Clinic Registration Revenue Cycle Readiness
- Microsoft Word and Excel
- Report development
- Staff Training/Development
- Critical thinking
- Conflict management trainings
- Skilled in call center operations/Call center metrics
- Talented interviewer
- Supervisory Leadership training
- Electronic Health Records Systems
- Medicare Compliance
- Revenue Cycle Management
- Patient Interviewing Skills
Affiliations
IHA Hospital Association - Des Moines, IA
Physician Revenue Cycle Readiness Certification:
Epic Enterprise Software - Verona, WI
Timeline
Patient Access/Supervisor/Manager - MercyOne
08.1999 - Current
Insurance Secretary - Hood And Phalen Insurance
01.1996 - 04.1998
Hawkeye Community College - No Degree, Childhood Development Specialist
IHA Leadership Series - No Degree, Healthcare
Physican Revenue Cycle Readiness Certification - No Degree, Epic Enterprise Software
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