Dorothy Roberts
Boonsboro
Summary
Organized and dedicated Administrative Professional with proven track record of providing exceptional customer service in fast-paced environments within the medical field. Offering keen attention to detail and strong decision-making skills to manage multiple, concurrent tasks. Self-motivated work ethic to perform effectively in independent or team environments.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Central Support Operations Coordinator
Optum/NaviHealth
04.2022 - Current
- Process home health authorization requests via phone, fax and portal
- Interacted well with providers to build connections and nurture relationships.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
- Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
- Contributed to team goals by consistently meeting or exceeding individual productivity targets for processing authorization requests.
- Maintained compliance with HIPAA regulations, safeguarding sensitive patient information during the authorization process.
- Increased accuracy by diligently reviewing and verifying patient eligibility, coverage, and benefits information.
- Demonstrated adaptability with changing insurance requirements, maintaining up-to-date knowledge through continuous education efforts.
- Prevented delays in care delivery by proactively identifying potential issues during the pre-authorization process and seeking clarification from providers when needed.
- Reported issues to higher management with great detail.
Insurance and Referral Authorization Specialist
Frederick Health Medical Group
10.2019 - 08.2021
- Patient portal enrollment and navigation
- Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
- Reduced processing times by effectively managing a high volume of authorizations and referrals.
- Maintained compliance with HIPAA regulations, safeguarding sensitive patient information during the authorization process.
- Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
- Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
- Enhanced departmental efficiency with thorough knowledge of insurance guidelines and medical terminology.
Office Manager Consultant/ Front Office Supervisor
Western Maryland Eye Center
05.2018 - 08.2019
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Handled sensitive information with discretion, maintaining confidentiality of company documents and personnel records.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Conducted regular inventory assessments of office supplies, ordering necessary items proactively to prevent stock shortages.
- Assisted in the recruitment process, conducting interviews and onboarding new employees to promote a seamless integration into the team dynamic.
- Served as a liaison between upper management and staff members, facilitating open channels of communication to address concerns or issues promptly.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
Clinical Administrative Coordinator
United Health Group
11.2017 - 03.2018
- Coordinate preventive care for insured members.
- Supported clinical staff by coordinating schedules, handling appointment confirmations, and updating patient records as needed.
- Responded to patient inquiries via phone and email, providing accurate information and resources while maintaining a professional demeanor.
- Coordinated schedules with patients and facility calendar.
- Established a welcoming atmosphere for patients through friendly interactions and timely response to inquiries or concerns.
Medical Office Manager
Western Maryland Eye Surgical Center
01.2016 - 11.2017
- Managed daily administrative tasks to ensure smooth operations within the medical office environment.
- Increased revenue by optimizing billing processes and ensuring timely collection of payments from both patients and insurance companies.
- Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
- Implemented new processes for managing patient flow, minimizing wait times while maintaining high-quality care standards throughout the practice.
- Managed financial aspects of the office including budgeting, forecasting, and expense tracking to optimize profitability.
- Streamlined billing processes for quicker reimbursement, improving cash flow.
- Boosted patient confidentiality by overhauling data storage practices, ensuring compliance with HIPAA.
- Negotiated with suppliers to secure cost-effective purchasing agreements for office supplies and medical equipment.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
Front Office Supervisor/Surgical Coordinator/Technician
Western Maryland Eye Center
06.2005 - 12.2015
- Managed daily operations of the front office, including staffing, scheduling, patient registration, and financial transactions.
- Check in and check out patients, manage multiple phone lines, maintain patient schedule, obtain accurate insurance/demographic information, process payments, process electronic prescriptions, supervise front office staff, surgical scheduling, maintain surgical supplies, obtain pre-operative testing documentation, patient clinical workups/testing
- Coordinated seamless communication between medical providers and patients, ensuring accurate documentation and billing practices.
- Reduced wait times for patients by optimizing the check-in process and effectively managing patient flow.
- Enhanced patient satisfaction by implementing efficient front office procedures and streamlining appointment scheduling.
- Assisted administration in negotiating favorable contracts with insurance carriers, ultimately benefiting both the practice and patients.
- Facilitated smooth transitions for new hires by developing comprehensive orientation materials and providing ongoing support as needed.
- Managed complex patient interactions with empathy and professionalism, ensuring a positive experience during their visit.
- Oversaw the successful transition to ICD-10 coding standards without any disruption to daily operations or workflows.
Education
Certificate - Medical Assisting Certificate
Hagerstown Business College
Frederick06-2005
Skills
- Microsoft outlook, word, and Excel
- Problem-solving
- Excellent time management skills
- Quality assurance
- Account management
- Meticulous attention to detail
- Payroll and budgeting
- Performance improvement
Certification
.
- Certified Medical Assistant
- Certified Ophthalmic Executive 2017
- Certified Ophthalmic Scribe
- Certified Ophthalmic Assistant
Timeline
Central Support Operations Coordinator
Optum/NaviHealth
04.2022 - Current
Insurance and Referral Authorization Specialist
Frederick Health Medical Group
10.2019 - 08.2021
Office Manager Consultant/ Front Office Supervisor
Western Maryland Eye Center
05.2018 - 08.2019
Clinical Administrative Coordinator
United Health Group
11.2017 - 03.2018
Medical Office Manager
Western Maryland Eye Surgical Center
01.2016 - 11.2017
Front Office Supervisor/Surgical Coordinator/Technician
Western Maryland Eye Center
06.2005 - 12.2015
Certificate - Medical Assisting Certificate
Hagerstown Business College
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