TRACY AGUIRRE MILLER

Managed Surgery/ENT and Neurology scheduling team

• Guided staff in best practices to cultivate a culture of continuous improvement and professional development.
• Facilitated regular meetings with team members to evaluate scorecard performance and key metrics.
• Led monthly team meetings to foster collaboration and engagement among team members. Communicated team statistics and important information effectively. Championed well-being as a core value within the team.
• Documented attendance records, behavior assessments, recognition efforts, coaching discussions, and leader meetings to evaluate and improve work performance.
• Guided team lead in skill enhancement and training initiatives to elevate team performance.
• Facilitated monthly newsletter development to disseminate valuable information, tips, and tricks to the team.
• Coordinated the distribution of MVP awards to clinical staff and agents, enhancing morale and reinforcing teamwork.
• Facilitated skill development and onboarding processes for new hires.
• Provided assistance to team members by resolving system issues, managing scheduling inquiries, and addressing additional queries.
• Engaged with clinic leaders on a monthly basis to analyze CEC statistics and receive comprehensive updates on provider activities and procedural developments.
• Collaborated with ROC team on a weekly basis to evaluate queue performance and refine procedural efficiencies.
• Evaluated agent call recordings to identify strengths and areas for improvement in communication skills.
• Managed escalated inquiries to resolve patient issues and acknowledge outstanding agent performance.
• Co-managed engagement committee, overseeing scheduling of administrative time for projects enhancing CEC engagement.

• Taking inbound calls and assisting patients with sending messages to the clinics and scheduling consultations, follow ups, and post op appointments for General Surgery, Neurosurgery, Podiatry, Allergy, ENT and Vascular Surgery departments along with various other departments, if necessary, using Epic/Cerner and clinic protocols
• Managing and working the Surgery In-basket, responding to requests from the clinics to contact patients and schedule for an appointment accordingly and/or provide information to patients at clinic’s request
• Answering questions and helping to support fellow co-workers/supervisors in the same Surgery pod scheduling area and other scheduling pods with the guidance of clinic protocols and valued experience
• Helping to work the Surgery Scheduling Edits inbox with requests from the clinics to schedule appointments for patients along with updating providers templates upon request
• Training many fellow schedulers and new hires to schedule appointments for the Surgery pod, send messages to the clinics for the Surgery departments and learn how to read and review protocols
• Assisting with training the operators to educate them about clinic locations, where to connect the callers, etc. upon the request of the Quality Assurance Analyst
• Ensuring new schedulers get appropriate log ins and the tools needed to start scheduling
• Advising the protocol team of any discrepancies or possible changes to the scheduling protocols
• Working the Concierge emails from providers at Banner ER on a weekly basis which include scheduling requested appointments, sending messages to the clinics when necessary and contacting the provider to advise of the appointment information
• Providing back up assistance to the Surgery pod supervisor such as attending meetings, providing the team with information in a timely manner, giving feedback while listening to schedulers recorded calls, taking escalated calls from patients/other personnel regarding quality of care
• Backing up the R Drive and Crimson referrals team with support and answering questions about the referral process
• Coaching team members on any new protocol information including introducing the new scheduling algorithms that are a part of protocol for the Surgery departments
• Monitoring schedulers calls 2-3 times per month checking for quality and accuracy and providing feedback/coaching on what can be improved and/or what is effective.
• Formerly known as University Medical Center

• Working aging report for A to Z In-Home Tutoring invoices sent to school districts
• Entering and tracking billed revenue for school districts into Quickbooks on a monthly basis
• Communicating with Program Coordinators responsible for tutor time sheets and tracking of school district payments on a daily basis
• Completing month end revenue reporting tasks
• Behavioral Health

• Calling insurance companies following up on UB and 1500 claims to ensure process of claims and timely payment.
• Monitoring the claims going from the business office system, IDX Web, to the insurance companies.
• Updating the business office system, IDX Web, with notes and information pertaining to claim status.
• Writing/calling patients informing them to call their insurance companies with updated insurance information so that their claims are processed in a timely manner.
• University of Arizona Medical Center Business Office

• Answered incoming calls
• Scheduled appointments and entered patient data on Revolution EHR system
• Submitted vision claims to insurance
• Greeted customers/answered questions
• Oro Valley EyeCare

• Followed up on insurance claims working denials for private insurance and AHCCCS plans
• Reduced outstanding A/R for United Healthcare by $20,000
• EDI/EFT/ERA set up for all insurances

• Ran weekly discrepancy account reports utilizing Excel spreadsheets
• Reported new accounts to AHC on a weekly basis for them to open and work for the client (Oro Valley Hospital)
• Reported and tracked payments made by insurance companies to Oro Valley Hospital as a result of AHC working the accounts
• Gathered information including UB-92’s, Itemized Bills, Explanation of Benefits, client notes, insurance policy information and patient demographics for AHC in order to enable them to work the accounts and send appeals to the insurance companies pursuing payment still owed to the hospital
• Researched accounts that AHC was working for the client and answered questions pertaining to appeals and status of accounts.
• Onsite vendor at Oro Valley Hospital

• Updated patient personal information on Greenway medical program
• Checked for and entered patient inbound referrals from primary care physicians and insurance carriers
• Scanned patient information forms, photo Ids, insurance cards and signed HIPAA sheets
• Took calls from patients scheduling future appointments
• Collected and posted co-pays and other payments made by patients
• Posted CPT and diagnosis codes
• Entered and/or updated patient insurance information
• Verified patient insurance information checking eligibility and benefits for sick office visits, annual exams, bone density scans and contraceptive management

• Managed health insurance benefits for multi-level businesses and corporations
• Analyzed source information and contract language
• Performed research related to coding requirements
• Created and maintained documentation of new coding for assigned groups
• Implemented prescription drug benefits by updating Automated Group Load (AGL) for Medco
• Updated and maintained databases for collection of department and corporate audit statistics
• Determined the appropriate data elements to be applied and entered into the claims system for accurate automated adjudication of benefits
• Verified discrepancies and researched with Sales and Underwriting for correct information. Documented and implemented necessary revisions to benefit coding.
• Trained and worked on Facets system

• Created monthly project reports, tracking material costs and labor hours for capital projects
• Generated work orders and preventive maintenance forms for engineers to use while repairing equipment
• Assisted office manager with daily operations including data entry, answering telephones, faxing documents, making copies, filing and calculating employee hours for payroll