Role: Sr. Accounts Service Admin
Brief summary of experience: I began my career in Ophthalmology, starting in a small one-doctor practice where I handled claims and managed A/R. As the practice grew, I transitioned to a biller/coder role and became Supervisor of the Insurance Department, helping patients understand their benefits and working closely with the doctor on building a surgical center. Over time I held various roles, including Billing and Coding Specialist, Credentialing Specialist, and Surgical Coordinator. Eventually, I started my own claim filing business, serving anesthesiologists, sports medicine doctors, and nursing homes. I joined OMS in 2006, starting part-time before transitioning to a full-time position, where I’ve been ever since.
How do you help practices each and every day: At a high level, the day consists of reviewing accounts and resolving issues. This usually begins with a review of payment and denials received overnight. Denials requiring a simple change are addressed immediately and the claim is pushed back through the same day, and then I move on to tackle the more involved denials that are researched and issues are addressed. The outcomes are used for training purposes with appropriate staff in the office. I have scheduled calls throughout the week with my key person in the practice to discuss denials to include what occurred, how to correct, and how to prevent this from happening again.
What do you love most about your job: Staff interaction and sharing the knowledge I have obtained over the past (almost) 40 years. I enjoy assisting a practice with their AR and keeping it current and manageable. My greatest pleasure is working consistently and seeing the improvement not only in their AR but in the individual as they learn and grow in their knowledge. The building of the relationships over the years through the consistent interaction and being the person they call when in need is a highlight for me.
What are some of the biggest challenges you’ve seen practices face in the last year and how do you help solve them: Not having the correct person in the appropriate role and/or staff not understanding the importance of their position in the overall success of the practice. Every employee plays a part in the success of the practice however, few realize just how important that initial call is. A claim will not get paid without accurate demographic information. The information must be collected at the time of the initial call and reviewed at check in once they arrive. If they do not understand the seriousness of collecting correct and precise data up front there is a high chance a claim will never process for payment. It happens far more than I like to see. A practice can fill the day with numerous patients however, if they are receiving free services what is the point?
What’s a memorable team moment or success you’ve been part of: In my opinion our team’s success can be seen daily or weekly. The success is receiving emails, calls, or even texts thanking us for our endless support and commitment to their practice.
What’s something unique about the way you approach your work: I absolutely love what I do and I love making a difference. When I am working in an account I work it as if I am a full time employee of the practice and I will not stop until I find an answer or a solution to a problem. I am fully committed to getting each practice on track and staying on track. I care deeply and make it my mission to train in a way that the information is understood and put into motion to achieve long term success. Their success is my success.
Is there any piece of advice you consistently give practices: Every position matters from the person that answers the phone to the provider. It is all about teamwork and understanding and supporting the duties/responsibilities of your co-worker.
In your opinion, what sets OMS apart from others in the industry: The level of genuine concern each of us have for each client. We all have one goal and that is to see our clients learn, improve and grow.
What’s one thing on your bucket list you’re excited to check off: Seeing my daughter graduate from the University of Texas and be hired at a dream job, and watching my son as he has been blessed to pursue his dream and play baseball at the collegiate level.