4 ARCH AVENUE ALBANY, NY 12203

PHONE (518) 459-1358 CELL (518) 424-4457 E-MAIL MANDEZ23@GMAIL.COM

HEATHER HARRIS
PROFESSIONAL EXPERIENCE

04/2013-Present St. Peters Hospital

Acute Care Registered Nurse II/ Charge Nurse

Supervised staff of 8-12 and served as Charge Nurse on

a 39-bed Med/Surgical/Oncology Unit. Responsible for
providing transition from Emergency Room to Floor
care
by
completing
all
necessary
admission
documentation. Reviewed and assessed patient clinical
information to ensure accurate level of care placement
for patients.

08/2010- Present St. Peters Hospital

Acute Care Registered Nurse II

Managed and Implemented patient care on a 39-bed

Med/Surg./Oncology floor. Providing clinical skills
through IV infusions, injections, phlebotomy, and
respiratory treatments, cardiac monitoring, minor
surgical procedures, transport services for critically ill
patients, and facilitated patient education.
Performed discharge procedures, prepared patients for
testing/ transport, assessed community resources and
provided patient education.
Trained incoming nurses on hospital policies and
procedures; supported and oversaw through learning
periods. Provided expertise to all staff for complex
issues.

3/2006 9/2010 St. Peters Hospital

Albany, NY

Supervisor Denials Management

Review monthly reports to identify denials, monthly

analysis, and report findings to Director of Patient
Accounting including analysis and identification of
problems, determining root cause, and desired
solutions and taking steps necessary to implement
resolution.
Hold meetings bi-monthly and leads the hospitals
Denials Committee with members of hospital
departments responsible for denials to eliminate

future denials.
Reduced Hospital denials by 60% Gross revenue which
resulted in increase of revenue and overall reduction in
Final write off by the facility of 48%.
Coordinate appeals for Insurance claims denials.
Supervise staff in review and submission of appeals to
payers. Ensuring accurate documentation and review
for submissions.
Maintain Monthly meetings with hospital Directors
regarding Denial Analysis and Outcome Tracking.
Held position as hospital IPRO Liaison responsible for
managing IPRO decisions and appeals, (May 2010
Sept 2010 )
Supervise document collection and review of
Government (Medicare/ Medicaid) Audits for submission
and analysis.
Held Position as RAC Coordinator responsible for acting
as a liaison between administration, compliance,
finance, HIM and Case Management. Provide monthly
reports to PFS Director, finance department and CFO
related to RAC activity. Also responsible for review of
RAC approved issues and completing risk assessment
with compliance and HIM departments.
05/08 10/08 St. Peters Hospital

Supervisor Patient Registration

Supervise staff of 9 Registration Associates in PreEncounter Unit. The Unit was a Call Center for patient
registrations for scheduled upcoming procedures.
Responsibilities include ensuring all registration
complete and accurate, maintaining staffing for
department based on call volume.
Complete analysis of call volume and staffing to
Manager and Director.
Increased cash revenue by 46% within the first 5
months in Pre- Encounter Unit.

2003 -3/2006
Albany, NY

Empire Blue Cross

Customer Service Call Coach

Review telephone calls and provide feedback to

telephone representatives to support the goal of World
Class Customer Service.
Quality review of letters sent to hospitals, doctors, and
members.
Utilizing, reviewing and implementing workflows,

employee suggestions, and procedures.

Provide detailed analysis for recommendation for
process improvement.
Document and Maintain time sensitive reports on
Microsoft Excel and Microsoft Word
Develop and Initiate incentive programs.
Presentation of Coaching Program to new hire
representatives.
Continue support of new hire representatives in
transition to floor.
Interview perspective candidates for openings in
department.
Continual support and training of customer service
representatives.

2001- 2003
Albany, NY

Empire

Blue

Cross

Customer Service Representative

Responsible for answering daily phone calls in National

Accounts Provider Services. Phone calls entail
answering questions regarding claim status and patient
benefits, and creating inquiries to resolve complex
issues.

2000-2001 Adirondack Oral and Maxillofacial Surgery

Albany, NY

Administrative
Assistant/Bookkeeper/Surgical Assistant

Daily registering of patients and making appointments.

Submitted all medical billing for office with 3 4
physicians.
Handled all Accounts Receivable information from
posting checks to
follow- thru with insurance
companies ensuring accurate payment.
Maintain Accounts Payable through Quick Books
software.
Responsible
for
submitting
and
maintaining
credentialing for insurance companies and state
licenses.
Maintain sterile procedure for surgery while assisting
surgeons in wide variety of surgical procedures.

Have a versatile knowledge of surgical instruments and

uses in relation to Oral and Maxillofacial Surgery.

State
University
Utica, NY

of

New

Candidate Bachelor of Science- Nursing

Graduation December 2013

York

IT

Maria College

Associate

Albany, NY

Major in Nursing

Graduation May 2010

in

Hudson Valley Community College

Troy, NY

Associate in Applied Science

Major in Business Management

Graduation May 2006
Academy of the Holy Names
Albany, NY
NYS Regents Diploma
Computer Experience:
MS Word, Excel, PowerPoint, Access.
Licenses and Certifications
NYS Registered Practical Nurse #633824
American Heart Association CPR/BLS
References available upon request.

Science