PATIENT SERVICES REPRESENTATIVEFebruary 2015-November 2015• Greet and Check in patients for physician office appointments, verifying demographic and insurance information• Assist patients with requests regarding prescription refills and other clinical requests.• Work with clinical staff to communicate patient requests and ensure smooth scheduling process• Protect patient confidential information by following established procedures• Assist patients resolve billing issues• Answer incoming calls, gathering information to route to clinical staff• Enter patient insurance information, verify coverage, collect co-payments

PROFESSIONAL EXPERIENCEBusiness Analyst/Application Support AnalystFranciscan Alliance 2009-October 2013 Lafayette, Indian• Cadence Certified• Implementation and Support of Electronic Medical Record Software for multi-campus facilities• Participated and led workgroups, assisted establishing workflows and build processes• Led team in system conversion of the provider database • Participated in data conversions in preparation for Go Live• Participated in Go Live and Support activities• Serve as a liaison between customers and IT Department• Communicate via phone with customers using AIDET methodology regarding incoming help desk tickets• Work with technical teams to troubleshoot issues• Record resolutions to help desk tickets in computer system• Escalate critical issues to the appropriate teams/managers• Follow established policies & procedures • Adhere to government agency mandates, regulations, and privacy laws• Follow established Change Management policies, Developed training documentation for customers

Business AnalystFranciscan Alliance 2004-2009 Lafayette, IndianaSupport Registration and Scheduling Staff in relation to Hospital Information Systems• Assist in troubleshooting system build issues • Provided education to customers • Participated in System Upgrades and new releases • Implement and support Document Imaging System for the Corporate Accounts Payable Department• Worked directly with customers to support security needs and address educational opportunities• Liaison between customers and technical teams • Crystal Report Writing for Pathways Healthcare Scheduling• Created reports extracting information from the Patient Scheduling System

Supervisor-Registration & Scheduling Departments/Systems AnalystSt Elizabeth Hospital 1990-2004 Lafayette, IndianaSupervisor-Registration & Scheduling• Manage daily operations of Scheduling, Surgery Scheduling, and Registration Departments• Centralized Scheduling for all outpatient and inpatient visits• Pre-Registration, Pre-Authorization, Referrals • Order management• Medical Necessity / ABN keeping in compliance with CMS guidelinesSystem Administrator of McKesson Pathways Healthcare Scheduling• Built and maintained a McKesson scheduling system• Interfaced Quadra Med Affinity with McKesson • Created policies and procedure• Perform all Scheduling system build and maintenance for multi-campus facility• Hire and Train all incoming staff• Perform evaluations • Develop Training materials and competencies• Work closely with Hospital Departments and Physician Offices to ensure excellent customer service and a smooth scheduling process