Mandy Smith Email & Phone Number

Responsible for assisting patients in understanding their insurance benefits and financial responsibility in a caring and professional manner. Developed and implemented all current financial counseling department policies and procedures. Worked with a small team to develop and implement the International IVF and Surrogacy program Ensure accurate and complete verification of insurance benefits and financial estimates for all patients. Counsel patients on insurance coverage and financial responsibility while building and maintaining quality relationships.

Responsible for daily management of the Client Relations Department to ensure smooth operations, superior customer service and timeliness in the processing of referrals, medical reports and billing.Oversee operation of scheduling and medical records department, managing employee payroll, PTO, disciplinary actions and employee relation issues.Audit reports to ensure effective and efficient usage of systems and network and provide the most cost effective solutions to customers.Monitor customer service calls, referral scheduling, medical report handling and insurance benefit application.Process and track incoming and outgoing payments for customers and providers.Partnered with IT to develop and implement time and cost saving strategies reducing appointment handling time by up to two minutes per call.Developed and implemented current departmental policy and procedure manual.

Complete daily, weekly and monthly Quality checks; assist management in monitoring productivity and department protcol; create, develop and utilize training materials for all dapertmental areas; complete training of all new employees; provide continuinng training/education and coaching to existing employees

Maintain and ensure proper handling of all incomming referrals from assigned clients; handle all problem files and assist schedulers as needed; assist with training of new schedulers; ensure high quality customer service to all clients

Responsible to deliver professional, accurate and timely customer service to assigned customers.Ensure accurate and complete entry of new customer referrals into the scheduling system.Complete scheduling of referrals while building quality relationships with assigned customers.Maintain open communication with Senior Account Specialist providing notification of potential issues or special requests.