1. Lisa Kathryn Lux
4000 Mullan Rd, Apt. D213
Missoula, MT 59808
lisakathrynlux@gmail.com
408-202-5900
Skill Highlights
9+ years working experience at physical therapy office with 6 therapists
Patient scheduling and billing management
Skilled in patient intake procedures
Experienced with Microsoft Word, Outlook, Excel, patient and insurance billing systems
Customer communications
Administrative office management
Strong medical ethic
Extensive insurance terminology knowledge
Health Care billing proficiency
Medicare compliance
Team orientation with emphasis on company success
Affordable Care Act enrollments
Stone Meadow Benefits and Insurance Associates Redwood City, CA
Operations Manager, December 2013 to January 2016
Managed daily operations for California based insurance brokerage firm
Supervised customer care team in the Philippines
Answered phone calls from both individual and group clients and scheduled client appointments
Responsible for creating individual client accounts on Covered California (Covered Ca) Broker Portal and
submitting electronic enrollments to Covered Ca
Reviewed individual client incomes to determine if client was eligible for a subsidy through Covered Ca
Submitted citizenship and income tax documentation to Covered Ca for clients to avoid enrollment delays
Educated clients on their summary of benefits and answered questions regarding deductibles, co-
insurances, co-pays, out of pocket maximums, visit limitations for specialty services, pre-authorization
requirements
Verified provider network status and assisted clients with locating in-network providers
Requested medical and ancillary insurance quotes from general agencies and carriers for group clients
Obtained census, renewal, rates, and plan summaries from carriers in preparation for open enrollment
Responsible for overseeing group client enrollments through Ease Central Enrollment site including
importing census, downloading rates, calculating employer contributions, and tracking status of electronic
applications and waivers
Cross trained coworkers and group clients on various functionalities and operational usage of Ease Central
Reviewed group client employer and employee applications including payroll reports, DE9C's, W-4's, and
Articles of Incorporation
Submitted group client enrollment documents to carriers or general agencies and verified enrollment
status
2. Assisted clients with submitting medical and prescription claims to carriers and resolved billing
discrepancies
Documented all client and carrier communications in Zoho CRM Database
Determined if employer based health plans met creditable coverage requirements for Medicare age
employees and dependents
Los Gatos Orthopedic Sports Therapy Los Gatos, CA
Office Manager, January 2008 to November 2013
Implemented front office and billing procedures that directly resulted in improved customer service and
regulatory compliance
Directly supervised and trained administrative staff in insurance billing procedures, insurance verification,
collection procedures, and office procedures
Interviewed and hired administrative staff
Conducted yearly employee reviews
Organized staff meetings and maintained minutes to ensure action item follow-up and closure
Reorganized existing staff assignments to improve productivity in collections and billing
Generated delinquent account letters and sent past due patient accounts to collections agency
Created Daily Estimated Payment Schedule Report (EPS)
Directly managed credit card transactions in Chase Paymentech Processing System
Provided user access and managed user permissions in Clinic Controller Billing System
Entered data for clinic's fee schedule, procedure codes, equipment codes, and office codes
Documented all insurance and patient communications in Clinic Controller Billing System
Managed Medicare Compliance in FOTO (Focus on Therapeutic Outcomes) to ensure appropriate use of
modifiers, G Codes, and Re-certifications
Responsible for renewing and terminating yearly provider insurance contracts with carriers
Submitted each therapist's licensing credentials and course certificates to carriers to maintain active
status
Patient Care Coordinator, March 2004 to January 2008
Created patient accounts in Physical Therapy Office System (PTOS)
Scheduled all new and current patients for initial evaluations, re-evaluations, and routine appointments
Collected co- pays, co-insurances, and deductibles from patients
Verified insurance benefits for insurance plan types: PPO, POS, EPO, HMO, Medicare, Worker's
Compensation, and MVA
Explained benefit details and created customized insurance estimate for each patient
Obtained private insurance and worker's compensation authorizations
Appealed worker's compensation claims and consistently received additional reimbursement
Entered procedure codes, generated claims, and submitted electronic claims through Office Ally
Clearinghouse
Calculated Accounts Receivable and deposited money into clinic's bank account
Contacted insurance companies regarding billing discrepancies and resolved differences
Proofread clinical staff's initial evaluations, progress letters, and discharge letters for each patient
Faxed patient documentation to referring physician for each patient
3. Career Resources Employment Agency
Nichols Research Mountain View, CA
Recruiter, January 2004 to March 2004
Tallied 60-80 outbound calls per day
Generated daily log reports
Screened potential participants to ensure focus group requirements were met
Interviewed qualified participants to determine proper group placement
Prepared interview report for supervisor
Performed data entry for each participant's demographic information
Old Republic Title Company Campbell, CA
Receptionist, July 2003 to October 2003
Accepted six figure escrow payments and distributed to appropriate department
Performed data entry for open escrow orders and transmitted reports to title department
Answered multi-lined telephone with high volume of inbound calls
Processed in and outgoing mail
Faxed and filed escrow orders
Touch America Telecommunications Company (Acquired by 360 Networks) Missoula, MT
Customer Service Representative, February 2002 to March 2003
Answered 90-100 inbound calls daily
Created long distance customer accounts obtained through the Qwest acquisition
Notified customers that their Touch America accounts were acquired by 360 Networks
Assisted customers with international calling procedures and provided country codes
Reviewed customer billing discrepancies and resolved differences
Processed credit card payments
Cancelled 50-60 accounts daily after acquisition by 360 Networks
Education
University Of Montana, Missoula, Bachelor of Arts: Communication Studies - 2001