● Responsible for independently creating and scheduling appointments within the electronic medical record for a complex, multispecialty medical practice● Gather patient-specific demographic and provider information to accurately assess the nature of the request and determine the appropriate appointment area● Properly advise patients regarding the need for co-payments and/or pre-services deposits● Collect all guarantor and insurance details needed to assess patient eligibility● Interact and respond to a variety of individuals including patients, referring physicians, Mayo providers, allied health staff and family members● Accurately work with complex workflows, managing phone call, online requests and/or fax requests.

● Responsible for cross training new staff and continued education for current staff● Thoroughly reviewed patient chart for provider notes, treatment plans, and other details pertaining to upcoming services● Established payment plans and collected true self-pay and self-pay residual balances as necessary.● Provided accurate estimates for potential services; as well as being the SME (subject matter expert) for estimating in Wisconsin and Minnesota Health Systems● Created and maintained process documents accessed by staff and leadership ● Worked efficiently and accurately in assigned work queues● Accurately interpreted and relayed benefit information to patients pertaining to collection of pre-service deposits● Counseled and provided payment options and/or financial assistance options for customers having difficulty making payments

● Resolved denied or short paid claims through researching accounts, analyzing EOBs, and interacting with payors.● Communicated with third party payer representatives and coordinated with necessary internal areas to ensure favorable outcomes for patients and the organization .● Gained a fluid knowledge of industry and payer specific payment rules, managed care contracts and appeal requirements.

● Acted as the first point of contact for billing questions, forms completion and release of information● Accessed computerized financial information to answer general questions as well as those related to specific accounts.● Checked figures, postings, and documents for correct entry, mathematical accuracy, and proper codes.● Researched, compiled, and prepared billing inquiries to ensure accuracy of billing and coding.● Resolved customer complaints and answered customers' questions regarding policies and procedures.● Completed appointment check in while verifying patient demographics, insurance information, and way finding.

● Responsible for the accurate check-in and/or admissions of incoming patients in the clinical or hospital setting, as well as the Emergency Department and/or Urgent Care setting.● Verified and updated patient financial and demographic information for the identification and/or creation of appropriate accounts.● Prepared patient information, pre-admissions, and consent forms as necessary.

● Resolved service, pricing, and technical problems for customers by asking clear and specific questions● Defused volatile customer situations calmly and courteously● Participated in work team discussions of trending customer complaints and technology disruptions

● Maintained a high level of customer service while communicating effectively in person, telephone and email● Consulted with sales teams to review current services and expand sales opportunities● Prospected and conducted face-to-face sales calls with business executives and directors throughout assigned territory● Emphasized product features based on analysis of customers’ needs● Participated in discussions and implemented strategies to optimize productivity and eliminate redundancies

● Supervised invoice processing, purchase orders, expense reports, credit memos, and payment transactions● Reconciled discrepancies on multiple reports, including accounts receivable and inventory● Facilitated successful internal and external audits through sound and thorough documentation● Special order estimates and purchasing of multiple materials.● Managed inventory levels through physical counts and generated reports● Set up new accounts, established customer credit, and set up payment methods● Resolved customer complaints, billing issues, questions, and concerns● Prioritized tasks and projects to meet tight deadlines.