Robert Billings

Experience

• 

  FORSYTH COUNTY DSS

  Mar 2011 - Feb 2015

  Team Leader

  · Trained/Mentored/Motivated/Coached team members.· Audited Caseloads and edited letters that were went out to customers from team members.· Documented complex situations in a comprehensive and legible manner.· Displayed excellent writing skills to correspond with clients and members of the community.· Delegated tasks and set deadlines.· Communicated with clients/applicants, the public at large, and public officials to obtain data, and to explain and interpret rules, regulations, and procedures.· Created a training aid for integrated caseworkers on Adult Medicaid.· Displayed outstanding customer service skills while being understanding and compassionate when communicating with customers and representatives.· Demonstrated the ability to work with hostile or emotionally distraught individuals.· Showed the ability to work under pressure as applications were especially time sensitive, and applicants often had an urgent need for benefits.· Developed application scripts for team members to better process improvement.· Listened to team members’ feedback and resolved any issues or conflicts.· Monitored team performance and reported on metrics. Show less

• 

  Atrium Health

  Feb 2015 - Apr 2018

  Program Specialist

  · Contacted physicians and/or other clinicians to discuss and/or establish the patient's long-term length of disability when required for adult Medicaid program assistance.· Trained new employees in Epic Systems & Financial Counseling/Medicaid Process.· Compiled and analyzed information to determine initial and/or ongoing eligibility of individuals for financial, Medical and/or other governmental programs.· Developed a reporting spreadsheet to reflect caseload and applications taken.· Computed income and resource eligibility timely, accurately and completely.· Demonstrated the ability to work with hostile or emotionally distraught individuals.· Displayed excelled customer service skills· Gathered and provided necessary verifications to establish eligibility via direct contact with patient and/or patient’s family, employer, financial institution, vital statistics and other collaterals.· Resolved problematic accounts and payment discrepancies with optimal goal of receiving accurate payments and maximum reimbursement.Resolved problematic accounts and payment discrepancies with optimal goal of receiving accurate payments and maximum reimbursement. Show less

• 

  Novant Health

  Apr 2018 - now

  · Collects and analyzes data related to safety incidents, adverse events, and quality metrics within the healthcare organization. · Identify patterns, trends, and areas for improvement through data analysis.· Collaborate with leaders to identify inefficiencies or gaps in processes that impact patient safety and quality of care.· Provide training and education to staff members on safety and quality-related topics.· Generate reports, dashboards, and visualizations to communicate safety and quality metrics to key leaders.· Build awareness and empower employees to contribute to a culture of safety and continuous improvement.· Compose monthly safety stories for the organization. · Posts safety information and topics to the Patient Safety Organization. Show less · Coordinated and documented complaints and grievances with varying degrees of complexity. · Served and protected the hospital community by adhering to professional standards, hospital policies and procedures.· Assessed complaint and grievance data to identify themes within assigned service line departments.· Responded to suggestions and compliments submitted by patients and provide positive reinforcement to involved staff.· Shared service line/department themes and recommends proactive solutions.· Composed letters to patients and visitors ensuring grammatical accuracy and according to the grievance policy.· Displayed excellent customer service skills.· Collaborated with the Patient Experience Advisors for service line area of support to review patient satisfaction and grievance data for area supported.· Analyzed complaint/grievance data and collaborates with Leadership and staff.· Developed and executes plans of action designed to decrease grievances and improve the patient experience.· Developed reporting tool for planned proactive rounding on high impact units.· Seeked opportunities for personal growth and professional development.· Knowledge of regulatory requirements and CMS guidelines in resolving grievances.· Knowledge of the American with Disabilities Act (504) and the Patient Protection and Affordable CareAct (1557) and working with the appropriate leadership to ensure patients’ rights are honored. Show less

  • Business Analyst

    Jan 2022 - now

  • Patient Partnership Specialist

    Apr 2018 - Dec 2021
• 

  Novant Health

  -

  Business Analyst