Kellie Hawk
Snellville,GA
Summary
Business-minded Financial Counselor known for successfully managing high level of patient accounts. Determined employee with over 8 years of experience processing financial forms and obtaining referrals and other health documentation. An astute Financial Counselor who remains calm and poised in all types of situations. An organized individual offering extensive healthcare insurance knowledge and proficiency in ECW and 3CX, multitask, and liaise between patients, physicians and insurance companies.
Overview
8
8
years of professional experience
Work History
Financial Counselor/Patient Service Representative
Advanced Urology, Inc
Snellville, GA
07.2021 - Current
- Identified healthcare resources and programs for patients unable to meet financial obligations.
- Contacted insurance providers to obtain key information regarding patient benefits and to submit documentation for accounts.
- Worked directly with clients to provide financial counseling and education using individualized counseling model and personal finance course.
- Liaised between patient, doctor and insurance provider to smooth claims processes.
- Answered incoming calls, scheduled appointments and filed medical records.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Facilitated communication between patients and various departments and staff.
- Organized patient records and database to facilitate information storage and retrieval.
- Responded to inquiries by directing calls to appropriate personnel.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Engaged with patients to provide critical information.
- Resolved customer complaints using established follow-up procedures.
- Trained new staff on filing, phone etiquette and other office duties.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Used ECW and 3CX to schedule appointments.
Patient Account Representative
Eagles Landing Health
Atlanta, CA
12.2020 - 07.2021
- Reviewed and corrected claim errors to facilitate smooth processing.
- Identified, researched and resolved billing variances to maintain system accuracy and currency.
- Handled high volume of in-bound calls pertaining to reconciliation of delinquent accounts.
- Contacted clients with past due accounts to formulate payment plans and discuss restructuring options.
- Worked effectively with medical payers such as Medicare, commercial insurances to obtain timely and accurate payments.
- Performed targeted collections on past due accounts aged over 28 days.
- Reviewed and validated accuracy of charges, including dates of service, patient identification, and services provided.
- Answered patients' doubts regarding billing amount and gave detailed explanations about charges related to various tests, and doctor's consulting fees.
- Perform all next day appointment billing functions by designated deadlines and schedules.
- Credit and refund balance management.
Dermatology Patient Care Coordinator
Emory Healthcare
Atlanta, GA
10.2017 - 11.2020
- Collaborated Quality Improvement project with Dr. Lauren Orenstein for quicker medication and prior authorization process.
- Met performance goals established for the position in areas of efficiency, call quality, customer satisfaction, first call resolution, and attendance.
- Establishes and maintains positive working relationships with current and potential referral sources, internal and external.
- Created reminder system in PowerChart to monitor medication prior authorizations.
- Assist in management of department technical supplies to increase staff efficiency.
- Manage denials and submit appeals to assigned provider in a bid to expedite prior authorization processes to insurance companies.
- Assists call center with insurance, billing, dermatologic inquiries, and escalation calls.
- Assists administrator and clinic manager to design and develop base education, training, and morale materials to support staff.
- Managed quality assurance program, including on-site evaluations, internal audits and customer surveys.
- Drove operational improvements which resulted in savings and improved profit margins.
- Developed team communications and information for clinical improvement meetings.
Dermatology Interim Manager
Emory Healthcare
Atlanta, GA
08.2019 - 12.2019
- Maintained neutrality and confidentially while managing complex and sensitive departmental and employee issues.
- Provided conflict resolution support to staff for difficult patient interactions.
- Managed supply levels to support daily clinic operations for all clinical and administrative staff.
- Managed and initiated the process for priority and urgent patient scheduling circumstances.
- Optimized clinic and patient access processes by revamping messaging pool assignments.
- Initiated monthly team building events to increase morale.
- Resolved conflicts and negotiated mutually beneficial agreements between parties.
Patient Access Specialist
Emory Healthcare
Decatur, GA
09.2016 - 10.2017
- Primary contact for all customer service, administrative, and scheduling needs for Dermatology and Obstetrics and Gynecology.
- Initiate’s group communications daily to ensure clinic and call center staff can effectively communicate.
- Lead person handling patient cancellation list.
- Developed provider cancellation letter to proactively notify patients of cancelled appointments.
- Lead trainer for new employees and employees being cross trained from Obstetrics and Gynecology.
- Selected to represent Dermatology in New Agent Welcome Forum's to assist in the transition of new employees.
- Nominated and selected for the Emerging Leader Program.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Collected and validated patient demographics and insurance information.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
Patient Access Associate
Emory Healthcare
Decatur, GA
03.2016 - 09.2016
- Upload and organize patient forms and records.
- Work closely to affect change in primary care as a Patient Access Committee Member.
- Collaborate with clinic staff to assure timely return to clinical calls.
- Lead contact for answering Dermatology inquiries.
- Assisted in training new employees in Dermatology.
- Compiled and reviewed medical charts.
- Handled 65-75 calls daily to address customer inquiries and concerns.
- Resolved scheduling problems, improved operations and provided exceptional client support.
Education
Master of Science - Health Informatics
Mercer University
Atlanta, GA05.2019
Bachelor of Science - Human Services
Mercer University
Atlanta, GA05.2014
Associate of Science - Psychology
Georgia Perimeter College
Covington, GA05.2012
Skills
- Clinical Operations Management
- Training & Development
- Billing and insurance processing
- Zendesk
- Cerner EHR
- GPR Centricity
- CMS and Managed Care
- Calendar Management
- Scheduling
- Conflict Resolution
- MS Office
- Quality Improvement
- EClinicalWorks
References
1). Shirleen Jerido
Dermatology Clinic Manager
Emory Healthcare
1525 Clifton Rd. NE, Suite 300. Atlanta, GA 30322
917-379-1319
shirleen.jerido@emoryhealthcare.org
Years known: 8
2). Amber O'Dell
Patient Access Supervisor
Emory Healthcare
101 West Ponce De Leon Ave. Decatur, GA 30030
770-851-2284
amber.odell@emoryhealthcare.org
Years Known: 8
Timeline
Financial Counselor/Patient Service Representative
Advanced Urology, Inc
07.2021 - Current
Patient Account Representative
Eagles Landing Health
12.2020 - 07.2021
Dermatology Interim Manager
Emory Healthcare
08.2019 - 12.2019
Dermatology Patient Care Coordinator
Emory Healthcare
10.2017 - 11.2020
Patient Access Specialist
Emory Healthcare
09.2016 - 10.2017
Patient Access Associate
Emory Healthcare
03.2016 - 09.2016
Master of Science - Health Informatics
Mercer University
Bachelor of Science - Human Services
Mercer University
Associate of Science - Psychology
Georgia Perimeter College
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