Michelle Williford
Chattanooga
Summary
Systematic healthcare administrative professional knowledgeable about working with facilities, patients and insurance companies to set up minor procedures and complicated surgeries. Well-organized and detail-oriented team player with good problem-solving, relationship-building and communication skills.
Familiar with computer software, i.e. Excel, EPIC,Microsoft, Outlook, Greenway, CareCloud, MDI
Overview
39
39
years of professional experience
Work History
Patient Service Representative/Insurance
Pediatric Eye Specialists
04.2022 - 01.2024
- Ran check-in and check-out desk
- Data entry of all patient demographics
- Entering and verifying all insurance information
- Answered multiple phone lines
- Documented messages and info into EMR
PSR/Patient Navigator Urology/Surgery Scheduler
Erlanger Health Systems
07.2019 - 12.2021
- Verified insurance coverage and obtained pre-authorizations.
- Expertly managed planning, scheduling and coordination of outpatient procedures.
- Educated patients about surgeries and provided treatment plan documentation.
- Checked patients in and out and collected payments.
- Coordinated with facilities to set up surgeries for Dr. Anand Shridharani, Urologist.
- Reviewed medical histories and current information to provide accurate information to surgeons.
- Carried out front office duties utilizing data entry skills in framework of medical database.
- Contacted hospitals to confirm patients medical histories and prevent inaccurate diagnoses and treatments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Answered telephone calls to offer office information, answer questions and direct calls to staff.
- Answered phone calls and messages for eight physicians, Urology Practice, medical facility, scheduling appointments and handling patient inquiries.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Performed daily tasks on electronic medical record system, EPIC.
Customer Service Representative Team Lead
The Plaque Shack/AwardCountry.com
03.2015 - 07.2018
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Communicated with vendors regarding backorder availability, future inventory and special orders.
- Liaised with customers, management and sales team to better understand customer needs and recommend appropriate solutions.
- Handled day-to-day customer contact via phones, faxes and emails.
- Consulted with outside parties to resolve discrepancies and create expert solutions.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts and maintained detailed records for inventory management.
Physical Review/Customer Service Representative
Corporate Medical Services
03.2006 - 12.2012
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Assisted potential candidates with obtaining medical records and releases to gain employment.
- Determined qualifications based on patient diagnoses and releases obtained.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Scheduled post accident drug screening and alcohol screening for commerical driver's for multiple trucking companies all over the United States and Canada.
- Entered all information into company developed computer system after scanning all material and saving in system.
- Assisted companies with obtaining DOT and NDOT drug screening results.
Outpatient Coder/Billing Representative
Associates In Family Health Care
07.2001 - 11.2004
- Guarded against fraud and abuse by verifying coded data accurately reflected services provided.
- Reviewed outpatient records and interpreted documentation to identify diagnoses and procedures.
- Correctly coded and billed medical claims for clinic.
- Applied official coding conventions and rules from American Medical Association and Centers for Medicare and Medicaid Services to assign diagnostic codes.
- Interacted with physicians and other healthcare staff to ask questions regarding patient services.
- Reviewed patient charts to better understand health histories, diagnoses and treatments.
- Verified signatures and checked medical charts for accuracy and completion.
- Reviewed, analyzed and managed coding of diagnostic and treatment procedures contained in outpatient medical records.
Coder/Medical Records Clerk/Transcriptionist
St. John Hospital
11.1989 - 07.2001
- Maintained historical reference by abstracting and coding clinical data such as diseases, operations, procedures and therapies with standard classification systems.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Processed medical records requests from outside providers according to facility, state and federal law.
- Maintained patient confidence by keeping patient records information confidential.
- Gathered patient information by collecting demographic information from variety of sources.
- Reviewed charts and flagged incomplete or inaccurate information.
- Handled high-volume data entry of demographics, disease etiology and extent and associated procedures or treatments.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Used correct diagnosis-related groups based on patient encounter details.
- Release of information for patients as well as outside facilities.
- Copying of inpatient charts in prep for transferring patients.
- Transcription of all dictation, i.e. H&P's, Discharge Summary, Operative Reports, Consultations, Progress Notes, etc.
- Participated in facility survey and inspection made by authorized governmental agencies, mainly JCAHO.
- Responsible for maintaining the physician delinquent list.
Front Office Receptionist/Transcriptionist
Physician S Associated
06.1986 - 11.1989
- Directed incoming calls to internal personnel and departments, routing to best-qualified department.
- Wrote professional and error-free letters, memoranda and other business documentation to support office needs.
- Greeted visitors and customers upon arrival, offered assistance and answered questions to build rapport and retention.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Decreased customer hold times by updating office phone call and messaging procedures.
- Received and routed business correspondence to correct departments and staff members.
- Responded to inquiries from callers seeking information.
- Transcription of multi-physician practice.
Certified Medical Assistant/Front and Back Office
Dr.'s Derrick And Cherilyn DeSouza
07.1985 - 07.1986
- Created new patient charts and maintained previous patient charts.
- Promoted office efficiency, coordinating charts, completing insurance forms and helping patients with diverse needs.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Reviewing EOB's and assisting patient's and insurance companies with questions and additional documentation.
- Completed routine in-office laboratory tests such as checking patients' blood glucose or hemoglobin levels after basic finger sticks.
- Triaged patients in-person and via telephone to help optimize clinical resources.
- Gathered forms and copied insurance cards to collect patient information for billing and insurance filing.
- Collected and documented patient medical information such as blood pressure and weight.
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Assisted surgeon with in office procedures.
- Sterilization of all instruments following procedures, office use.
- Radiology testing, minor.
- Venipuncture
Education
Certified Medical Assistant - Medical Assisting
Kansas City College of Medical And Dental Careers
Kansas City MO07.1985
High School Diploma -
Leavenworth High School
Leavenworth, KS05.1984
Skills
- Administrative Tasks
- Data Entry Software
- Medical Recordkeeping
- Appointment Scheduling
- Customer Service
- Advising Patents
- Epic Systems
- Verbal and Written Communication
- Medical Charting
- Time Management
- Organization and Time Management
- Detail-Oriented
- Medical Records Verification
- Outpatient Procedures
- Documentation Review
- CPT Coding
- Computer Proficiency
- HIPAA Compliance
- Cash Handling
- Message and Report Transcription
- Claim Forms
- Medical Coding
- Patient Eligibility Requirements
- Patient Billing
- Multiple EMR Systems
Timeline
Patient Service Representative/Insurance
Pediatric Eye Specialists
04.2022 - 01.2024
PSR/Patient Navigator Urology/Surgery Scheduler
Erlanger Health Systems
07.2019 - 12.2021
Customer Service Representative Team Lead
The Plaque Shack/AwardCountry.com
03.2015 - 07.2018
Physical Review/Customer Service Representative
Corporate Medical Services
03.2006 - 12.2012
Outpatient Coder/Billing Representative
Associates In Family Health Care
07.2001 - 11.2004
Coder/Medical Records Clerk/Transcriptionist
St. John Hospital
11.1989 - 07.2001
Front Office Receptionist/Transcriptionist
Physician S Associated
06.1986 - 11.1989
Certified Medical Assistant/Front and Back Office
Dr.'s Derrick And Cherilyn DeSouza
07.1985 - 07.1986
Certified Medical Assistant - Medical Assisting
Kansas City College of Medical And Dental Careers
High School Diploma -
Leavenworth High School
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