Rachel Katzerman
Costa Mesa
Summary
Detail-oriented individual with exceptional communication and management skills. Proven ability to handle multiple tasks effectively and efficiently in fast-paced environments. Recognized for taking proactive approach to identifying and addressing issues, with focus on optimizing processes ,supporting team objectives, and driving organizational growth.
Overview
9
9
years of professional experience
Work History
Senior Admissions Manager
Newport Healthcare
10.2023 - 04.2025
- Evaluate performance metrics regularly, identifying areas for improvement within the admissions department''s operations.
- Conduct comprehensive training sessions for admissions staff, enhancing their knowledge of policies and procedures.
- Evaluate employee performance and conveyed constructive feedback to improve KPIs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Conduct weekly 1:1's which included coaching and KPI reviews.
- Work closely with Director of Admissions to establish new protocols
- Conduct weekly Quality Assurance coaching and development to improve conversion rate.
- Collaborated closely with internal Salesforce Business Analyst regarding interface and process enhancements for Admission Coordinators and families
- Mentor Senior Admissions Coordinators and establish new workflows for Admissions Department
- Created a training development program for underperforming Admission Coordinators
- Address and resolve any escalated issues or concerns from prospective clients or other stakeholders.
- Maintain a high level of organization, adapting to changing priorities throughout the day,providing excellent customer service internally and externally.
Admissions Manager
Newport Healthcare
09.2018 - 10.2023
- Manage team of Admissions Coordinators
- Daily census management
- Performance Reviews
- Weekly 1:1 Meetings
- Weekly Team Meetings
- Hiring of new Admissions Coordinators
- Interview candidates for Admission Coordinator role
- New hire onboarding
- Train new hires
- Coaching and career development
- Collaborate with Executive/Clinical Director, Utilization Review Manager, Clinical Outreach Directors
- Run KPI reports regarding trends solutions
- Provide concierge service to families and referents as needed
- Responsible for maintaining adherence to financial and compliance standards
- Ensure every new admit has all paperwork signed according to departmental protocols
- Oversight of team caseload
- Collaborate with Operations and clinical teams to communicate all relevant information related to admissions and discharges
- Assign Clinical Outreach cases to Admissions Coordinators based on caseload
- Track all pending admissions in Salesforce CRM
- Responsible for high contact center service levels and call quality/coaching
- Handle instances of escalation and determine best course of action
- Ensure Salesforce opportunities are updated and accurate
- Act as support to the team as needed, evening/weekend assistance, taking phone calls/ caseloads
- Monthly meetings with Finance team
- Review insurance policies and supplemental deposits
- Daily census review and audit
Admissions Coordinator
Newport Healthcare
09.2016 - 01.2018
- Answer admissions calls in a timely, courteous, and professional manner
- Ability to speak intelligibly and accurately about our programs and how they relate to the client and family
- Monitor census and bed availability for incoming clients and follow-up with clients and families to fill bed openings when available
- Discuss medical necessity criteria for various levels of care with families
- Maintain knowledge of coverage and benefits from various insurance carriers including working knowledge of HMO, PPO policies and Single Case agreements
- Confirmed all insurance benefits met standards of admissions as dictated by policy
- Monitor waitlist and keep consistent communication with families to maintain interest in program
- Send Pre-Authorization Request to UR Department for insurance authorization and pursuing single case agreements
- Verify insurance benefits and explain out-of-pocket share of costs to family members and collect necessary financial commitments
- Carry admissions caseload of 10-20 cases depending on call volume and bed availability
- Coordinate admissions with on-site staff across locations /Schedule family tours
- Ensure new admits have all paperwork, including ICPC, financial, general consents, and other necessary documents signed prior to admission
- Send out nightly Snapshot with up-to-date census and occupancy data for all programs under the Newport Academy umbrella
- Analyze and prioritize urgent and high-profile admissions based on outreach referral and bed availability
- Coordinate with Clinical Outreach Coordinators about potential admissions from various referral sources
- Be available to families, referents, and Newport Academy staff after-hours
- Schedule over the phone assessments for family with Assessment Specialist and provide back-up assessment when they are unavailable
- Track all pending admissions and program inquiries in Sales Force CRM
- Experience preparing and sending financial and general consent paperwork via DocuSign
- Experience creating charts for new clients in EMR system
Admissions Coordinator/ Human Resources Manager
Safe Harbor Treatment Center for Women
11.2015 - 08.2016
- Answer admissions calls in a timely manner
- Prior to admission perform Verification of Benefits for incoming clients
- Collect insurance Deductibles and Out of Pockets
- Knowledge of Out of Network PPO plans
- Make recommendations for client placement
- Work on-call every other weekend
- Liaison between referral source, family, interventionist
- Schedule and reserve stay for new clients
- Obtain all relevant information from potential admissions
- Check all levels of care authorized for insurance coverage
- Monitor census and bed availability for incoming clients
- Complete hire paper for new employees, complete termination paperwork for termed employees
- Employment Verification
- Prepare health insurance plans for qualified employees
- Provide explanation of potential financial obligations to guarantor
- Coordinate travel plans for incoming clients
- Enter all pending client information into EMR system
Education
Bachelor of Arts - Concentration in Communications
University of Tennessee
01.2011
Skills
- Salesforce Expertise
- Invoca
- Verify TX
- EMR Systems Proficiency
- Microsoft Excel, Powerpoint, Outlook
- Google Drive, Google Sheets
- Microsoft Power Bi and One Drive
- Vonage
- Docusign
- Work Patterns
- Icimis
- Talkdesk
- Zen Desk
- Playvox
Timeline
Senior Admissions Manager
Newport Healthcare
10.2023 - 04.2025
Admissions Manager
Newport Healthcare
09.2018 - 10.2023
Admissions Coordinator
Newport Healthcare
09.2016 - 01.2018
Admissions Coordinator/ Human Resources Manager
Safe Harbor Treatment Center for Women
11.2015 - 08.2016
Bachelor of Arts - Concentration in Communications
University of Tennessee
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