Debra Heiney
Norristown
Summary
Adept at practice management and fostering patient relations, I significantly enhanced operational efficiency and team performance at Jefferson OB/GYN. My strategic planning and critical thinking skills led to improved patient satisfaction and streamlined workflow processes, showcasing my ability to manage staff effectively and maintain high standards of care.
Overview
23
23
years of professional experience
Work History
Practice Manager
Jefferson OB/GYN
05.2002 - Current
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
- Addressed and remedied all patient or team member issues.
- Oversaw accounting, budgeting, and financial reporting.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Created and implemented organizational policies and procedures.
- Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
- Identified opportunities for additional services or expansion within the practice based on market research analysis.
- Managed all aspects of billing and coding, reducing errors and improving reimbursement rates.
- Optimized budget allocation, reducing unnecessary expenses without compromising on patient care quality.
- Facilitated community outreach programs to promote health awareness and preventive care strategies.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Surgical Scheduler/Medical Biller
Women's Associates for Healhcare
02.2011 - 05.2015
- Provided exceptional customer service when addressing patient inquiries or concerns regarding their scheduled surgeries.
- Assisted in the ongoing development of surgical scheduling policies and procedures, enhancing overall efficiency.
- Coded correct procedures for physician and billing purposes.
- Streamlined surgical scheduling processes for increased accuracy and reduced patient wait times.
- Increased overall satisfaction among surgeons by consistently meeting their scheduling preferences and accommodating special requests when possible.
- Enhanced patient satisfaction by efficiently scheduling surgeries and coordinating necessary pre-operative appointments.
- Maintained accurate records of all scheduled surgeries and related appointments, contributing to smooth operations.
- Coordinated with insurance companies to obtain pre-authorizations for scheduled surgeries, minimizing financial barriers for patients.
- Facilitated efficient rescheduling of cancelled or postponed procedures while minimizing disruption for both patients and providers.
- Reached out to patients to confirm arrival times and convey procedures.
- Managed surgeon preferences, equipment needs, and special requests to ensure optimal preparation for each procedure.
- Reduced scheduling conflicts by proactively identifying potential issues and addressing them promptly.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Verified insurance coverage and obtained pre-authorizations.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Verified insurance of patients to determine eligibility.
- Delivered timely and accurate charge submissions.
- Conducted regular audits of billing records to ensure accuracy and completeness, enhancing overall financial performance for the practice.
- Adhered to established standards to safeguard patients' health information.
- Assisted patients in understanding insurance benefits, leading to a positive experience during their visit.
- Reviewed patient records, identified medical codes, and created invoices for billing purposes.
- Reviewed patient diagnosis codes to verify accuracy and completeness.
- Streamlined billing processes by implementing efficient procedures to improve accuracy and reduce errors.
- Orchestrated transition to ICD-10 coding system, minimizing disruptions to billing operations.
- Cultivated strong relationships with patients and insurance companies, contributing to environment of trust and mutual respect.
- Implemented comprehensive audit system for billing procedures, identifying and rectifying process gaps.
- Responded to customer concerns and questions on daily basis.
Patient Service Representative
Women's Associates for Healthcare
05.2002 - 02.2011
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Managed patient registration process, confirming data accuracy and completeness.
- Maintained a well-organized front desk, contributing to a welcoming environment for patients and visitors.
- Handled customer service inquiries in person, via telephone and through email.
- Facilitated patient registration by accurately entering demographic and insurance information into electronic health record systems.
- Processed medical records requests efficiently, safeguarding patient privacy while ensuring timely information access for healthcare providers.
- Served as a reliable source of information for patients regarding appointment scheduling, insurance coverage inquiries, and general office policies.
- Entered patient demographic and insurance data into electronic medical record system.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Handled complex insurance pre-authorization processes accurately, enabling timely delivery of necessary medical services.
- Coordinated referrals efficiently between primary care providers and specialists, ensuring a seamless patient experience.
- Managed waiting room operations effectively, addressing any issues or concerns that arose during peak hours.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Education
Bishop Kenrick High School
Norristown, PA06-1989
Skills
- Schedule management
- Staff management
- Practice management
- Workflow management
- Employee performance
- Electronic health records
- Strategic planning
- Payroll administration
- New hire training
- Supplies ordering
- Budget oversight
- Marketing
- Continuous improvement
- Medical personnel recruitment
- Budgeting expertise
- Critical thinking
- Patient relations
- Employee recruitment and hiring
- Employee performance evaluations
- Employee supervision
Timeline
Surgical Scheduler/Medical Biller
Women's Associates for Healhcare
02.2011 - 05.2015
Practice Manager
Jefferson OB/GYN
05.2002 - Current
Patient Service Representative
Women's Associates for Healthcare
05.2002 - 02.2011
Bishop Kenrick High School
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