SUSANNE MCDONOUGH
Plainfield
Summary
Service-oriented Customer Care Representative with 28 year background in medical insurance, and 6 year background in Patient Access. Core competencies include attention to detail, service oriented and personal accountability as well as excellent communication and time management skills. Handles tasks with accuracy and efficiency.
Overview
36
36
years of professional experience
Work History
Patient Access Supervisor
R1 RCM, Inc
04.2019 - Current
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- Oversaw staff recruitment efforts, selecting top talent to join the team and contribute to the department's success.
- Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
- Conducted regular performance reviews for staff members, providing constructive feedback and setting goals for future growth and development.
- Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
Customer Care Representative III
Anthem, INC
08.1989 - 04.2017
- Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, as well as actions taken
- Contact customers to respond to inquiries or to notify them of claim investigation results or any planned adjustments
- Process and/or adjust health claims by reviewing data for accuracy
- Resolving and responding to questions from customers, group administrators, providers and brokers via claims adjudication, telephone and written inquiries
- Initiate monitor and provide follow up to ensure timely resolution and closure to issues
- Accepts assignment changes to meet business needs
Education
General Studies -
Moraine Valley Community College
Palos Hills, ILAssociate of Arts - General Studies
Joliet Junior College
Joliet, IL05-2019
Skills
- Customer and Personal Service
- Judgment and Decision Making
- Active Listening
- Problem-solving
- Team leadership
- Registration and admissions
- Medical terminology
- Fee collection
Timeline
Patient Access Supervisor
R1 RCM, Inc
04.2019 - Current
Customer Care Representative III
Anthem, INC
08.1989 - 04.2017
General Studies -
Moraine Valley Community College
Associate of Arts - General Studies
Joliet Junior College
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