Winona Harris
Liberty,USA
Summary
Results-driven healthcare management professional with extensive experience overseeing clinical operations, staff performance, and financial processes in dynamic medical environments. Proven ability to lead cross-functional teams, streamline workflows, and implement KPIs to drive efficiency and patient satisfaction. Skilled in budget oversight, medical records compliance, benefits coordination, and administrative support. Adept at using data to improve operational outcomes and ensure regulatory compliance. Recognized for clear communication, strategic problem-solving, and a commitment to excellence in patient care delivery.
Overview
18
18
years of professional experience
Work History
Administrative Assistant – OB|GYN
Central Carolina OB|GYN
Greensboro, NC
10.2023 - Current
- Provided administrative support to physicians, nurse practitioners, and midwives in a busy OB/GYN practice, ensuring smooth daily operations.
- Managed patient scheduling, appointment reminders, and provider calendars, including routine exams, prenatal visits, procedures, and follow-ups.
- Maintained accurate and confidential patient records in the electronic medical record (EMR) system, ensuring compliance with HIPAA and clinic policies.
- Coordinated referrals, lab orders, and prior authorizations with insurance providers and specialty offices.
- Assisted with intake forms, insurance verification, and collection of co-pays to streamline the front desk and billing processes.
- Supported prenatal care tracking and followed up with patients for missed appointments, lab results, or documentation needs.
- Served as a liaison between patients and clinical staff, ensuring questions and concerns were directed appropriately and promptly addressed.
- Prepared daily reports, correspondence, and provider support materials, including patient charts and office supply orders.
- Handled incoming calls and messages related to OB triage, prescription refills, procedure scheduling, and medical record requests.
- Assisted with coordination of on-call schedules and provider coverage planning.
Financial Care Counselor
Duke University Emergency Department
Durham, NC
06.2023 - 10.2023
- Performed detailed financial analysis to determine patient liability based on services rendered and insurance coverage.
- Verified benefits and eligibility across multiple insurance platforms to ensure accurate billing and reduce claim denials.
- Created and communicated cost estimates for upcoming services using enterprise estimation tools, contributing to upfront revenue collection.
- Conducted financial counseling sessions to educate patients on coverage details, out-of-pocket costs, and available payment plans or financial assistance options.
- Collected patient liabilities prior to service to improve cash flow and minimize accounts receivable delays.
- Ensured timely and accurate updates to patient financial records within the electronic health record (EHR) system.
- Supported the revenue cycle by identifying and correcting insurance discrepancies and minimizing registration-related errors.
- Served as a financial point of contact for both inbound and outbound patient inquiries regarding service estimates, insurance, and payment expectations.
- Scheduled follow-up specialty appointments post-emergency visit to support care continuity and optimize billing opportunities.
Operations Manager
Keystone Peer Review Organization, Inc
02.2019 - 06.2023
- Oversaw multi-department operations with full accountability for budgeting, forecasting, and financial performance across insurance sales and customer service functions.
- Developed, monitored, and reconciled departmental budgets; implemented cost control measures that reduced operational expenses by streamlining staffing models and vendor utilization.
- Analyzed financial data, variances, and key performance indicators (KPIs) to inform strategic planning and optimize ROI across service lines.
- Partnered with Finance and Executive Leadership to set annual financial goals, track progress, and initiate corrective actions to meet revenue and margin targets.
- Produced and presented financial performance reports, including detailed expense breakdowns, revenue trends, and variance analysis to senior stakeholders.
- Led cross-functional initiatives with call center and marketing teams to identify new revenue opportunities, increase process efficiency, and reduce waste.
- Managed enterprise software tools such as Salesforce, UniteUS, and NC Tracks to support revenue cycle tracking, client engagement, and compliance.
- Created data-driven dashboards and financial reports to track daily operations, sales conversions, and customer acquisition costs.
- Guided hiring, coaching, and workforce planning to align with budgeted labor forecasts and maintain optimal resource allocation.
- Conducted ongoing audits and QA reviews to ensure financial integrity, billing accuracy, and compliance with payer policies.
- Collaborated with internal product and marketing teams to apply customer insights and support the financial strategy for new service launches.
- Supported financial readiness and sustainability by aligning departmental strategies with long-term business planning goals.
Patient Revenue Management Supervisor
Duke University Health Systems
Durham, NC
05.2018 - 02.2019
- Supervised daily operations of the patient revenue management team, ensuring timely and accurate resolution of inquiries related to patient account statements, bad debt write-offs, explanation of benefits (EOBs), balances due, and insurance billing issues.
- Oversaw charge entry processes, ensuring all patient services and procedures were accurately documented, coded, and entered to optimize revenue capture and maintain billing compliance.
- Directed the management of the full claims lifecycle, including initial claim filing, resubmissions, denial management, and appeals, driving improvements in reimbursement turnaround times and denial rates.
- Led detailed investigations of billing discrepancies by reviewing patient accounts through Epic, Hyland OnBase, BlueE eligibility verification, payer portals, and direct payer communications.
- Reviewed and validated charges for accuracy and compliance with payer contracts and clinical documentation; coordinated medical reviews and audits as needed to uphold billing integrity.
- Managed updates and corrections of insurance information, including secondary insurance entries, and facilitated communication with payers to resolve claim disputes and denials.
- Authorized and monitored adjustments such as contractual write-offs, customer service credits, and billing corrections in line with organizational policies and regulatory standards.
- Fostered effective communication and collaboration with patients, physicians, collection agencies, and internal departments to resolve billing issues and ensure patient satisfaction.
- Coordinated patient refund processes with the credit balance department, analyzing EOBs and payment histories to confirm accurate credit balances and timely refunds.
- Implemented and managed patient payment plans for extended balances, improving collections while maintaining positive patient relationships.
- Oversaw accurate posting of payments from insurance carriers and patients, including credit card transactions, ensuring proper account reconciliation.
- Enforced departmental policies related to charge corrections, credit transfers, coding changes, service disputes, and documentation management to maintain compliance and operational efficiency.
- Trained, coached, and evaluated team members, fostering professional development and high performance within the revenue management unit.
Care Coordinator Supervisor
Keystone Peer Review Organization, Inc
02.2018 - 02.2019
- Supervised a multidisciplinary team of care coordinators, overseeing day-to-day operations while ensuring staff consistently met performance targets and quality standards.
- Implemented new care coordination workflows, documentation standards, and tracking systems to improve efficiency, consistency, and patient engagement.
- Provided direct training and onboarding for new staff, and developed ongoing professional development sessions to reinforce best practices and address performance gaps.
- Utilized internal databases and case management tools to monitor team progress, track outcomes, and ensure timely delivery of patient-centered services.
- Developed and enforced performance improvement plans; provided coaching and constructive feedback to help staff meet individual and departmental deliverables.
- Conducted quality assurance reviews of case files, documentation, and service plans to ensure regulatory compliance and high-quality care.
- Led implementation of updated EHR workflows and trained staff on use of multiple platforms for documentation, scheduling, and reporting.
- Acted as the lead contact for crisis intervention cases, providing real-time guidance to staff and ensuring appropriate responses in high-risk situations.
- Collaborated with internal departments and external providers to streamline referral processes, reduce care gaps, and improve service coordination.
- Tracked and analyzed key performance indicators (KPIs) to assess staff productivity, service outcomes, and program impact.
- Delivered quarterly team performance reports and contributed to strategic planning and operational improvement discussions with leadership.
- Ensured clinical documentation adhered to HIPAA regulations and internal privacy standards.
- Maintained accountability for achieving program deliverables, including timeliness of assessments, care plans, and follow-ups.
Surgery Schedule Patient Account Liaison
Orthopedic Surgery Center
Raleigh, NC
02.2017 - 05.2018
- Coordinated surgical scheduling for patients, ensuring accurate and timely booking of procedures while aligning with surgeon availability and facility resources.
- Verified patient insurance eligibility and obtained necessary pre-authorizations to facilitate smooth surgical workflows and reduce claim denials.
- Communicated with patients to explain surgical schedules, financial responsibilities, and billing procedures, providing clear guidance and support throughout the pre-operative process.
- Managed patient accounts by addressing inquiries related to billing statements, balances, insurance coverage, and payment options.
- Collaborated closely with clinical staff, surgeons, and administrative teams to streamline scheduling, resolve patient account issues, and optimize patient experience.
- Assisted in the preparation and submission of insurance claims related to surgical procedures, following up on outstanding claims to ensure timely reimbursement.
- Monitored and updated patient records and scheduling systems to maintain accuracy and compliance with regulatory standards.
- Facilitated coordination of patient financial arrangements, including setting up payment plans and processing payments prior to surgery.
- Handled patient refunds and account adjustments in collaboration with billing and credit balance departments as needed.
Patient Support Department Manager – Revenue Management
Millennia Patient Services
Raleigh, NC
07.2014 - 04.2018
- Directed patient account management processes, including co-payment and balance collections, improving revenue capture while ensuring compliance with credit and collection policies.
- Oversaw accurate charge documentation and encounter form preparation, auditing, and batching in Maestro Care to facilitate timely and precise billing submissions.
- Coordinated insurance verification, pre-authorizations, and claims support to minimize denials and accelerate reimbursements.
- Managed patient billing inquiries by explaining charges, payment responsibilities, and available financial options, enhancing patient understanding and satisfaction.
- Supervised the posting of payments, refunds, and adjustments, maintaining accurate account balances and reducing outstanding receivables.
- Provided leadership and direct oversight to a team of supervisors, ensuring efficient department operations, adherence to policies, and achievement of revenue goals.
- Developed and implemented comprehensive reporting tools and dashboards that improved visibility into revenue cycle performance, resulting in a 15% reduction in billing errors and a 20% improvement in claim processing times.
- Prepared and delivered regular detailed reports on departmental performance, revenue metrics, and operational challenges to senior management, enabling data-driven decision-making and strategic improvements.
- Collaborated with clinical and administrative teams to streamline workflows impacting revenue cycle, including pre-visit preparation and patient scheduling.
- Led development and enforcement of departmental policies and procedures related to revenue management, billing accuracy, and cash handling.
- Analyzed operational and billing data to identify revenue opportunities and address system or process issues impacting financial performance.
- Trained and guided staff on best practices in patient account handling, billing processes, and customer service to optimize revenue cycle effectiveness.
- Supported quarterly and annual audits to ensure financial compliance and accuracy of revenue-related documentation.
Certified Financial Counselor – Supervisor
Consumer Services
Raleigh, NC
03.2007 - 06.2014
- Supervised a team of financial counselors, providing coaching, training, and performance evaluations to ensure high-quality client service and adherence to organizational goals.
- Monitored daily operations and managed workflow to optimize counselor productivity and maintain compliance with financial counseling standards and policies.
- Led regular team meetings and training sessions to enhance skills in financial counseling, revenue cycle management, and client data accuracy.
- Developed and maintained detailed operational and financial reports, tracking enrollment rates, program retention, revenue generation, and counselor performance metrics.
- Provided senior management with timely, data-driven insights and recommendations to improve program effectiveness, client satisfaction, and revenue capture.
- Managed escalation of complex client issues and ensured timely resolution, improving overall client experience and retention.
- Oversaw accurate data entry of client financial information, ensuring database integrity for reporting, billing, and compliance purposes.
- Directed follow-up processes for client enrollment and documentation completion, reducing processing delays and improving revenue realization.
- Collaborated with finance and billing departments to reconcile accounts and resolve discrepancies impacting revenue flow.
- Implemented process improvements based on performance data and feedback, enhancing operational efficiency and team effectiveness.
Education
Healthcare Administration Management -
Southern New Hampshire University
05.2026
Certified Community Health Worker -
Catawba Community College
06.2021
Pharmacy Technician Diploma -
National Business College
Martinsville, VA05.2003
High School Diploma -
Marion Senior High School
01.2000
Skills
- Certified Community Health Worker
- Medical terminology expertise
- Pharmacy technician certification
- Management training
- EMR systems proficiency: Athena, Allscripts, Epic, Centricity, NextGen
- Microsoft Office 365 proficiency
- Insurance verification and claims processing
- Accounts receivable and payable management
- Financial analysis skills
- Budgeting and forecasting
References
References available upon request.
Timeline
Administrative Assistant – OB|GYN
Central Carolina OB|GYN
10.2023 - Current
Financial Care Counselor
Duke University Emergency Department
06.2023 - 10.2023
Operations Manager
Keystone Peer Review Organization, Inc
02.2019 - 06.2023
Patient Revenue Management Supervisor
Duke University Health Systems
05.2018 - 02.2019
Care Coordinator Supervisor
Keystone Peer Review Organization, Inc
02.2018 - 02.2019
Surgery Schedule Patient Account Liaison
Orthopedic Surgery Center
02.2017 - 05.2018
Patient Support Department Manager – Revenue Management
Millennia Patient Services
07.2014 - 04.2018
Certified Financial Counselor – Supervisor
Consumer Services
03.2007 - 06.2014
Healthcare Administration Management -
Southern New Hampshire University
Certified Community Health Worker -
Catawba Community College
Pharmacy Technician Diploma -
National Business College
High School Diploma -
Marion Senior High School