• Implemented a process improvement initiative of providing personal phone calls to patients one day before scheduled appointments to decrease no-shows, reduce departmental costs, increase efficiency, and increase Time-of-Service payments (TOS); pilot program increased co-payment collection rate by 22% • Led Continuous Quality Improvement (CQI) outreach initiatives to meet regulatory requirements, fiscal performance standards, compliance standards, and improve patient care • Supported phone center with high volume calls averaging 15,000+ calls per month, scheduling appointments and performing insurance verification according to provider rules and guidelines, documenting service requests• Performed customer service and administrative tasks as assigned or directed to ensure smooth operations of the organization and resolve customer issues quickly and efficiently • Conducted human resource functions including onboarding processes, employee interviews, and determining skills and position requirements to fit organizational standards, mission, and vision• Completed inpatient and outpatient billing, rejection claims, and collection reports• Extracted data and analyzed reports of physician problem areas including negative trending and gaps in documentation, compliance, and accuracy and implemented process improvement initiatives improving the efficiency of physician workflow and billing processes

• Operated a multi-line phone system and faxed, copied, and scanned appropriate documents • Assisted supervisor in weekly payroll while preparing, organizing, and filing employee documents

• Developed care plans with informational charts, monitored patient’s goals, medications, and activities of daily living and followed home regulations • Attended recipient rights training programs to ensure safety practices were consistently implemented