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Hensley, Heather [email protected] ∙ 6153519291
Professional Summary:
● An organized, detailoriented, and conscientious selfstarter, able to strategize and prioritize
effectively to accomplish multiple tasks and stay calm under pressure.
Core Competencies, Strengths and Qualifications:
❖ Highest order of communication skills and team approach – Willingness to work in cooperation and collaboration.
❖ Expertise in Healthcare Claims Revenue Cycle and posting of Explanation of Benefits. ❖ Extensive computer and IT systems experience – Excellent in mathematics (numerical
aptitude). ❖ Ability to assume responsibility and perform with little or no supervision. ❖ Adherence to confidentiality principles. ❖ Good judgment, initiative, commitment and resourcefulness ❖ Interpreting and analyzing data while keeping a target audience in mind ❖ Flowcharts processes capturing issues for data collection and analysis ❖ Ability to provide solutions by determining the appropriate data and data sources needed for
a given project
Experience:
HCA TriStar Brentwood East Family Medicine Medical Office Specialist 05/01/2016Current
❖ Maintaining client relations through effective communications ❖ Schedules patients while keeping the doctors needs and preferences in mind. ❖ Assisting patients with billing and claim issues. ❖ Inputting patient data with accuracy to maintain an accurate and integral part of the
patient’s EMR. HCA Centennial Heart at Summit Hermitage TN Collections specialist/ Charge Entry 08/24/201505/01/2016
❖ Currently responsible for all collection and charge entry responsibilities within a busy cardiology practice.
❖ Maintaining customer relations through proper patient account care. ❖ Processed over $250,000 worth of claims in the first 3 months ❖ Maintains a working relationship with numerous insurance companies
Hensley, Heather ∙ ∙ ∙
❖ Keeps up with all current ICD 9/10 requirements and applies changes to all new claims as of October 1, 2015.
❖ Assisted with inputting data during EMR go live and maintained accuracy and efficiency. ❖ Stays current with all HIPAA/confidentiality requirements ❖ Helps with other various duties as needed throughout the practice such as scheduling,
pulling records, updating account demographics or wherever needed. HCA | 3 Maryland Farms Brentwood TN 37207 Physician Support Specialist 04/21/2014 – 08/24/2015
❖ Provides Practice Support for Parallon's Physician Service Center. Responsibilities include
collecting information from the client, initial assessment, research, and ultimately providing
resolution.
❖ Demonstrated business, computer and analytic/financial skills. Proven experience in a
customer service environment. Excellent organizational skills. Ability to shape
communications to the needs of the audience.
JOB RESPONSIBILITIES: (including, but not limited to)
❖ Conduct onsite (at clinic) onthejob knowledge/performance gap identification and
reinforcement of classroom trainings of practice managers and front office staff
❖ Complete onsite (at clinic) analysis of operational clinic flow and make formal improvement
recommendations
❖ Perform practice performance audit and adherence to standard processes, policies and
procedures
❖ Provide system changes training support
❖ Complete special projects assigned by operational leadership. May include process
improvement projects.
❖ Issues or requests beyond the scope of the Practice Support Specialist's ability or
responsibility are resolved by engaging other service resources or departments in a timely
manner.
❖ Working Within OnBase and Dashboard to pull reports and reconciliation issues for the
practices as needed.
❖ Communicates effectively with practice employees via email and telephone while providing
clear instructions and delivering superior service.
Academy Sports |1160 Genie Ln Smyrna TN 37167 Asset Protection 10/2012 – 04/2014
Hensley, Heather ∙ ∙ ∙
❖ Prepared documents for shipment claims submissions. ❖ Oversaw return and exchange processes from customer to supplier. ❖ Wrote reports and gave oral presentations to keep employees uptodate on company goals
and achievements. ❖ Hired and trained staff. Interviewed job candidates and made staffing decisions. ❖ Assigned employees to specific duties to best meet the needs of the store. ❖ Examined merchandise to verify that it was correctly priced and displayed. ❖ Conducted store inventories once per quarter.
Publix Supermarkets INC. | Lee Victory Pkwy Smyrna TN 37167 Management Trainee October 2008 – October 2012
❖ Identified individual development needs with appropriate training. ❖ Fostered an environment which encouraged continual process improvements. ❖ Trained staff on operating procedures and company services. Facilitated interdepartmental
communication to effectively provide customer support. ❖ Strong leader of customer support staff. Met all customer call guidelines including service
levels, handle time and productivity. ❖ Crosstrained and backed up other customer service managers. ❖ Scheduled staff shifts to cover peaks and lulls.
Domestic Engineer| Murfreesboro TN 37129 Self 20072008
❖ Fostered reasoning and problem solving through active exploration games and activities. ❖ Allowed for ample outdoor discovery time each day. ❖ Gave oneonone attention to children while maintaining overall focus on the entire group. ❖ Established daily routines that were easy for the children to follow
SunTrust Banks INC.| Murfreesboro TN 37129 2003 – 2007
❖ Investigated and resolved customer inquiries and complaints in an empathetic manner. ❖ Adhered to all confidentiality requirements at all times. ❖ Met all customer call guidelines including service levels, handle time and productivity. Solved
unresolved customer issues. ❖ Promptly responded to inquiries and requests from prospective customers. ❖ Strong leader of customer support staff. Facilitated interdepartmental communication to
effectively provide customer support. ❖ Scheduled staff shifts to cover peaks and lulls in customer inquiries. Identified individual
development needs with appropriate training. ❖ Fostered an environment which encouraged continual process improvements.
Hensley, Heather ∙ ∙ ∙
Education:
❖ University of Phoenix Online ❖ 05/2018 Currently pursuing Bachelors of Science in Project Management ❖ 04/2014 Business objects 100 ❖ 04/2014 EPIC
Software:
❖ Business Applications Software; ❖ Databases – MS Access, Project; MS Office Suite ❖ Epic ❖ eCW ❖ OnBase Client 9.2 ❖ Touchchart
*Personal and Professional references upon request.