Provided concierge level customer service to Executive Health, Philanthropic and visiting patients and their families. Services included coordination of care, admissions, scheduling and facilitating appointments, medical transfers, lodging, and interpretation services.• Liaised with corporate executives, philanthropic patients, and international healthcare institutions and patients to coordinate appropriate specialty patient care and participation in the Executive Health Wellness Program.• Reviewed medical records and referred patients to appropriate medical professional for possible consultation and treatment plan. Collaborated with physicians to identify appropriate course in complex medical cases.• Obtained precertification and authorization from overseas insurance providers which ensured hospital reimbursement in a timely manner.• Estimated medical care costs and confirmed patient's understanding of financial responsibility prior to treatment. Collected funds from patient for care ensuring hospital reimbursed for services provided.• Streamlined accessibility to medical care which greatly increased international patients using Lahey Hospital as their preferred provider.• Consistently received accolades from patients and clients on providing outstanding customer service.• Generated monthly billing to philanthropic patients and Members of the Board of Trustees. Established positive professional relationships with Members of the Board and their staff which facilitated timely resolution of accounts.• Entered and maintained patient database which ensured accurate documentation of provided services and billing.

Managed daily operation of a multi-location, multi-specialty ophthalmic practice with over 20 providers.• Supervised 15 clinical support personnel responsible for clinic scheduling, surgical scheduling, and Laser Vision Correction Program. Redistributed personnel services to required site dependent on the number of physicians at each site, greatly increasing physician support and reducing staff downtime.• Realigned staff responsibilities and priorities, restructured physician schedules and added additional equipment to address the issue of over 3,000 overdue unscheduled reminder appointments. This approach reduced and maintained unscheduled appointments to under 300, significantly improving patient care.• Participated on the Revenue Enhancement Team tasked with identifying and resolving issues with billing and coding concerns. Developed processes to implement Team's recommendations, increasing department revenue. • Designed and implemented new policies, procedures, and educational tools to support staff in professional development and problem solving skills which allowed for proactive issue resolution and increased patient satisfaction. Educated staff to ensure preparedness for JACHO inspections.• Together with the Administrative Director; provided input into hiring, termination, and performance review process for clinic support staff.

Provided physician support with issues related to billing, coding, and insurance benefits. Provided timely, accurate, and complete handling of patient inquiries received via in person, phone, mail, or electronically. Collected self pay patient balances and referred accounts to collection agencies.• Counseled patients on transition from conventional Medicare to Medicare HMO products ensuring their understanding of new products and of the enrollment process. Outreach greatly reduced stress and uncertainty for patients.• Researched patient billing complaints to determine correct coding and appropriate insurance reimbursement. Thorough review and explanation to patient resulted in increased patient satisfaction.• Assessed patients eligibility for Free Care and assisted patients in Government Aid application resulting in patients receiving necessary care and limited liability to the hospital.