Dana 'Cassy' Underwood

I help ensure the smooth operation of our daily activities by maintaining and updating spreadsheets, managing incoming and outgoing calls, handling faxes, and providing prompt support to patients, providers, and clinical staff. I am also responsible for checking in, scheduling, and checking out patients. Our office serves as the main hub for seven locations, and I take pride in helping our team stay organized, efficient, and responsive to the needs of a busy healthcare environment.

• Greeted patients upon arrival at the office, checked-in patients, collected necessary paperwork
• Completed relevant insurance and other claim forms.
• Completed and safeguarded medical records, securing patient information to maintain confidentiality.
• Ensured compliance with HIPAA regulations regarding privacy of patient information.
• Assisted with filing and organizing medical records according to established protocols.
• Registered patients and scheduled appointments.
• Communicated with patients with compassion while keeping medical information private.
• Interviewed patients to complete case histories and intake forms.
• Processed payments from patients and maintained accurate financial records.
• Prepared correspondence and other documents as needed.
• Educated patients on topics such as disease prevention, wellness maintenance, immunization requirements.
• Resolved customer service issues in a timely manner while maintaining professionalism.
• Answered telephones and directed calls to appropriate medical or adminstrative staff.
• Compiled and coded patient information or data in appropriate computer system.
• Approached customers and engaged in conversation through use of effective interpersonal and people skills.
• Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
• Recognized by management for providing exceptional customer service.

• Monitored student progress and updated records accordingly.
• Reviewed and reported on IEP progress.
• Adapted instructional techniques to appropriate ages and skill levels of supervised students.
• Provided guidance to students on how to interact appropriately in social settings.
• Evaluated student needs to provide helpful resources and support.
• Prepared handouts, study materials and other teaching aids.
• Helped students learn to persevere with challenging tasks and build resilience for later educational efforts.
• Maintained a safe learning environment by enforcing school policies and procedures.
• Developed assignments for pupils to apply learning.
• Worked in tandem with teacher to develop customized classroom environment conducive to students' needs.
• Supported students with personalized accommodations, extra assistance and educational assessments.

Provide support for front desk operations, insurance verification, new patient intake, scheduling, and processing referrals. Responsible for scrubbing and submitting claims, including Medicare and Medicaid, managing second accounts receivable (2nd AR), handling medical records, balancing, and auditing patient accounts and credits.

• Schedule patients.
• Checked-in patients.
• Checked-out patients.
• Intake and referrals.
• Managed all payments processing, invoicing and collections tasks.
• Answered customer questions to maintain high satisfaction levels.
• Investigated incorrect billings and processed refunds as necessary.
• Collected, posted and managed patient account payments.
• Generated periodic reports summarizing account balances and collection activities.
• Performed additional duties as assigned by management team.
• Checked claims coding for accuracy with ICD-10 standards.
• Worked closely with patients to discuss payment arrangements when needed.

I managed and maintained data for all newly enrolled students in the district, who speak a language other than English. Once a student was registered at a school, I visited the site and administered certified language proficiency testing to assess their English language level. Based on the results, I determined eligibility for ESL services, and helped ensure that appropriate support is provided at the student's designated school.

• Created a schedule that allowed students to enroll as soon as they entered the school system.
• Scored and entered the data on the same day of testing, so the student could start their ESL program as soon as possible.

In this position, I was responsible for verifying each patient's insurance to ensure that an active and current policy was in place. For patients scheduled for upcoming appointments, I contacted insurance providers directly to verify specific coverage details, including drug administration (using ICD-9 and ICD-10 coding with appropriate modifiers), infusion time frames exceeding one hour, and same-day visits with a doctor or nurse. I also managed and maintained authorization requests through provider portals, ensuring all procedures requiring pre-approval had no lapse in coverage.

Beyond insurance verification and authorizations, I reviewed infusion claims and accounts receivables to investigate unpaid claims. I determined whether payments needed to be posted through accounting, or if appeals were necessary for claims not processed correctly, according to verified benefits or contracted fee schedules. My proactive approach ensured efficient billing processes and minimized delays in reimbursement.