Laura Stone
Coats
Summary
A highly motivated and results driven team member with experience in managing teams and achieving p0ositive outcomes for service users. Proactive and experienced in working in an every changing environment with excellent communication skills and a commitment to providing the best care to patients of the health system.
Overview
9
9
years of professional experience
Work History
Business Application Specialist
UNC Physicians Network
Morrisville
05.2022 - Current
- Completion of service now ticket requests for EPIC template adjustments:
- Adding, and removing providers from departments as well as updates to provider patterns
- Addition of age modifiers
- Association of visit types, blocks, and durations to existing templates
- Creation of new blocks
- Submitting high level tickets to Cadence and Ambulatory for creation of visit types, or updates to provider records when needed
- Contribute to accurate completion of shuffle work when templates have to be adjusted with EPIC to ensure appointments and slots line up and keep split slots to a minimum
- Build schedules for providers and departments within EPIC
- Participation in Discovery sessions to learn and obtain the needs of the new departments
- Make proper recommendations that meet health system guidelines
- Adding providers, generic resources, visit types, age limits, blocks, schedules
- Troubleshoot issues with schedules
- Participate in Go Live builds for new clinics to the Health system
- Provided support for registration to end users
- Assist clinic staff in how to complete single day edits, enter tickets for CAST changes
- Provide support for shuffle of appointments from legacy systems when needed including manual conversion
- Participate in SBO meetings
- Follow guidelines on completion of update requests within EPIC to make sure we are in line with health system guidelines
- Using reports to verify size of providers panels for use when opening or closing their panel
- Use of time to third reports and panel reports to troubleshoot access issues
- Manage customers expectations of support and technology functionality in order to provider positive experiences for CAST customers
Business Office Manager
UNC Physicians Network
Morrisville
07.2019 - 05.2022
- Manage 14 direct reports and assist with team of 28 total
- Training new hires with EPIC navigation, scheduling, cancellation of appointments, order-entry system, in basket management, use of order sets and customization of toolbars
- Training staff and clinics on use of smart phrases for both messaging and referrals
- Use of Care Everywhere instruction for staff to obtain needed records as well as real time eligibility features
- Oversee Regional scheduling for 13 clinics with 40+ providers maintaining UNC Service level of 80% or higher
- Oversee Referrals for 12 clinics with 40+ providers maintain UNC set service level of 80% and turnaround time of 2 days
- Staff instruction on proper transcription of paper referral into EPIC software
- Use of Care Everywhere to obtain needed records
- EPIC reporting instruction on close the loop reports and referral reporting for all referral staff
- Managing clinic relationships with our partner clinics to ensure proper protocol and processes lead to best patient care
- Creation of a fully remote centralized scheduling and referral team
- Implementation and management of a fully remote onboarding and training process for new hires
- Management of a centralized QA workflow for auditing calls and maintaining industry standards
- March 2020 oversee the business need of pivoting from centralized scheduling of clinics patients to creation, implementation and management of centralized COVID testing across the Health System
- November 2020 implantation and managing the addition of COVID vaccine scheduling to our responsibilities to ensure patient eligibility requirements were met and patient care standards met
- Advanced Reporting experience with EPIC Dashboards and Reporting workbench on QA measures, productivity, service levels and UNC standard metrics are met or exceeded
- Implementation and management of onboarding of new partner clinics to PAC services
- Placing tickets through EPIC for telephone system adjustments, ISD needs, template changes
Referral Coordinator
UNC Physicians Network
Smithfield
02.2019 - 07.2019
- Referrals incoming and outgoing maintaining UNC standards for turnaround and conversion
- Transcribe incoming referrals from paper to the EPIC software system
- Use of Care Everywhere to obtain needed records
- Real-time eligibility completion through EPIC
- Managed referral communications with providers and other clinics staff through EPIC in basket and messaging tools
- Communicating with patients through EPIC Mychart messaging
- Obtaining Authorizations when necessary and updating withing EPIC software
- Using EPIC reports to run and work Close the Loop reports on assigned clinic referrals
- Assisting physicians and clinics in how to enter and route referrals within EPIC for both internal and external referrals
Senior MOA
UNC Physicians Network
Smithfield
08.2017 - 02.2019
- Supervising front office staff of 5
- EPIC single day edit template rights for adjusting providers availability within the system
- Use of EPIC Dashboards daily for reporting to practice manager of goals
- Ensured timely and accurate completion of check-in, and check-out processes in EPIC including updating demographics, guarantor information, insurance verification through real time eligibility
- Scheduling and reminder calls via phone and My Chart
- Utilize EPIC reports for no-show and reschedule reports
- Handling patient issues
- Completion of EPIC cash handling procedures and end of day task
- Scheduling incoming referrals and sending outgoing referrals
- Participated in the creation of an OB program to inform patients of balances and work out 9 month treatment and payment plans for services
- Verification of Surgical Benefits and payment plans
- Ordering Supplies
- Reporting on referral conversion rate, turnaround time, time to third and phone service metrics
Billing Specialist
Southeast Women’s Center
Smithfield
01.2016 - 08.2017
- Enter Charges and diagnosis for all Commercial and Self Pay patients
- Submit claims to Medicare, Medicaid, and all Commercial payers
- Work all denials
- Work outstanding insurance and patient Accounts
- Answer incoming billing calls
- Implement and manage new collection process with new collection agency
- Verification of Benefits
- Report on patient accounts, denial percentage and claims turnaround time
Education
Bachelors of Science - Health Services Coordination
Western Governors University
Salt Lake City, UT06.2023
Certified Coding Associate Program -
Techskills
Lenexa, KS12.2003
General Education Diploma -
Mid-Buchanan R-V
Faucett, MO05.1993
Skills
- Dependable
- Goal orientated
- Dedicated
- EPIC, Greenway, Medi-Soft, Allscripts
- EPIC charting
- Scheduling management
- Referral coordination
- Workflow optimization
- Performance reporting
- Problem solving
- Attention to detail
- ServiceNow ticketing
- Type 80wpm
References
Available upon request
Timeline
Business Application Specialist
UNC Physicians Network
05.2022 - Current
Business Office Manager
UNC Physicians Network
07.2019 - 05.2022
Referral Coordinator
UNC Physicians Network
02.2019 - 07.2019
Senior MOA
UNC Physicians Network
08.2017 - 02.2019
Billing Specialist
Southeast Women’s Center
01.2016 - 08.2017
Bachelors of Science - Health Services Coordination
Western Governors University
Certified Coding Associate Program -
Techskills
General Education Diploma -
Mid-Buchanan R-V
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