The document is a resume for Tracy Birdsong that summarizes her work experience over 25 years providing customer service and managing projects in the healthcare industry. It lists her most recent roles including as a Patient Access Representative at Piedmont Mountainside Hospital and a Customer Service Associate at Kohl's Department Store. It also outlines her experience as a Project Manager at Nobis Works, a non-profit that trains young adults with autism, and her previous roles managing claims and providing customer service at various hospitals.

1. 1Tracy Birdsong, CPAR, CHAA
713 Tall Oaks Dr
Canton, GA 30114
Phone (817) 691-3022
TracyBirdsong1@aol.com
OBJECTIVE
To join a dynamic team in order to continue sharing and gaining knowledge and experience
providing excellent customer service with attention to detail while utilizing my knowledge
gained from over 25 years of working with the public.
EMPLOYMENT
Piedmont Mountainside Hospital
Patient Access Representative November 2015- Present
• Obtain accurate demographic and financial information from patients in the ED
• Collect Copayments and deductibles due based on Real Time Eligibility response
• Accurately enter and document all patient demographic and insurance information into EPIC
based on Piedmont standards
• Accurately register all outpatients for services during weekend and evening hours
• Provide outstanding customer service towards internal as well as external customers
Kohl's Department Store
Customer Service Associate November 2014-Present
• Cash handling- counting down and closing registers at close
• Providing change to register associates
• Resolving customer issues by applying best practices
• Merchandise handling during sale and return transactions
• Providing service in order to provide the best shopping experience possible
• Training and coaching of newly hired associates
Nobis Works- Non-profit, Marietta, GA
Cafe Blends Project Manager March 20212- July, 2015
• Train, mentor and support young adults on the Autism spectrum in various skills needed to be an
employee as well as interact with the public
• Ensure all staff provide a positive customer experience for all customers, both internal and
external
• Created and implemented Communications books at each site
• Supervise and train staff of 25 combined direct and indirect reports in a coffee shop environment.
• Partner with management staff at various client locations in order to ensure proper staffing and
training and to ensure compliance with company policies and regulations.
• Implemented Cloud storage for communication between 5 locations of Cafe Blends in 3 states

2. TENET HEALTH SYSTEMS ALPHARETTA, GA
Managed Care Plan Specialist/National Plan Specialist 2004-July 19, 2011
• Partner with provider relations representatives from numerous insurance providers such as Cigna,
Coventry, Mercy, and Blue Cross in multiple states in order to resolve claim issues.
• Disputed claims analysis in order to identify underpayment trends and issues.
• Claim issue escalation in order to resolve disputed claims.
• Contract interpretation in order to determine appropriate reimbursement and reimbursement
methodology.
• Provide communication to Business Office and Hospital staff regarding payer updates.
• Maintain ongoing knowledge of UB-04, and HCFA 1500 and other mandatory state billing forms
and filing requirements.
• Analyzes accounts receivable, in preparation of monthly customer meetings
• Communicates directly with key management personnel to design and generate related revenue
cycle reporting.
• Provides explanations and information to others on difficult issues in appropriate presentation
style include MS Excel, Word and PowerPoint
Perot Systems/ARS Madison, TN
PROJECT MANAGER 2002-2004
• Verified all reimbursement is correct and falls within parameters set forth in contractual
agreements between facilities and payors.
• Identifying delayed and underpayment issues, billing and coding issues, or any other issues that
may cause non payment or underpayment according to contractual agreements.
• Manage, train and supervise affiliates hired on site.
HARRIS METHODIST HEALTH SYSTEM Fort Worth, Texas
Admission Specialist 1997-2002
• Ensured all aspects of Emergency Room registration were complete and accurate up to and
including: accurate demographic and financial information, collection of copayments for insured
patients and full charges for private pay customers.
PATIENT REPRESENTATIVE III
1989-1997
John Peter Smith Hospital Fort
Worth, Texas
EDUCATION
2016 Associates of Science Health Administration Services
Software:
• MS Office suite – Excel and word concentration
• Basic knowledge of EPIC software for Hospitals