Carol Barbour is “ready, willing and able” even in difficult situations

Commercial insurance biller named Day Kimball Healthcare Employee of the Month

The people in a hospital’s billing department are not always the most popular, but what most may not know is that they are often the people helping patients work with their insurance companies to be sure services are covered appropriately. At Day Kimball Hospital, a service division of Day Kimball Healthcare, Carol Barbour, commercial insurance biller is well-admired and respected by her co-workers for skills in troubleshooting correct coding and complete information in claims processing. Even insurance representatives applaud Barbour for her attention to detail. Her professionalism combined with unflappable demeanor earned her Day Kimball Healthcare Employee of the Month for May by employees.

“She deals with customers in such a positive way and does not get ruffled during difficult claims; she sees things through,” said Deb Barbour, Patient Accounts Manager. “She is the ‘go-to’ person for questions and often trains and mentors new staff,” added Deb, who is not related to Carol.

Carol is responsible for managing Cigna, UnitedHealthcare, Oxford and auto accident medical claims for services received at Day Kimball Hospital. She helps patients verify if services are covered under their insurance policies including working with physicians’ offices to obtain additional information when necessary. Once services are provided, she reviews claim edits for complete information based on the insurance companies’ requirements. She also monitors the accounts receivable balances with the payers. The department processes an average of 800 claims per day. She received her certification as a Patient Account Technician from American Association of Healthcare Administrative Management. Carol has 11 years of perfect attendance.

As a biller, Carol works with people of all ages, in all types of medical situations – from the new mother delivering a baby in the birthing center to a 90-year-old who is transported to the hospital’s emergency department because of a car accident, each having specific worries and different needs. Deb shared that Carol is “ready, willing and able” even in difficult situations. “She’s always sensitive to the patient and handles things with grace and compassion, taking the time to educate people on how insurance works.”

When told about being selected as Employee of the Month, Carol was “stunned.” She noted to Director of Revenue Cycle Sarah Ginnetti that she is “just doing her job and doesn’t do more than others to help people.” When describing her job, Carol says, “There is always some new challenge to correct and getting a challenging claim paid lifts one’s spirits…helping someone who is frustrated with the process of their insurance company to understand the process is fulfilling.”

Janet Johnson, Volunteer Services Manager and Chair of Employee Council welcomes Carol Barbour, commercial insurance biller, to Employee of the Month celebration on Tuesday, May 26.

On Tuesday, May 26 Carol was honored at an employee celebration held in the hospital’s private dining room. Chairman of the Board Joseph Adiletta said, “I love the camaraderie in this room; it’s good to see all this support. Employee of the Month is selected from about 1,400 people so this speaks well of your service.”

Robert Smanik, President & CEO noted, “I can’t imagine being in a tougher spot. You’re in the middle of our patients and the insurance company… helping patients to understand how the system works.” He added, “It’s clear how humble Carol is. She exudes real care and concern for others, helping them navigate through the tough times – also evident in your work out in the community as a volunteer.”

Above left to right: Chairman of the Board Joseph Adiletta, Employee of the Month Carol Barbour, President & CEO Bob Smanik.  Below: Employees gather in hospital public dining room to honor Barbour.

Ginnetti said at the event, “Helpful can be an overused word, but Carol is helpful in a way that’s part of the fabric of who she is. It’s hardwired into her DNA. She never hesitates to stop what she is doing to help someone else, even if it means her own work will need to wait.”

Carol started her life in the Webster, MA house she now lives in. However, she has also lived in Gulfport, MS, Plattsburg, NY, Rapid City, SC and Anchorage, AK. She has two daughters and 12 grandchildren who she spends most of her free time with going to games, concerts, equestrian events and graduations. She is also very involved in St. Vincent DePaul Society, having been a member for 18 years and president for 9 years, and earning many awards from the Parish Ministries for her work with helping the less fortunate. Carol is a graduate of Bartlett High School in Webster, MA

When asked if there’s anything else people should know about her, Carol said, “I am a very quiet observant person and I feel that everyone deserves applause for all their effort, not only here at Day Kimball but in their personal experiences. After serving with St. Vincent DePaul, my eyes and heart have been open to everyone. I love to read, my favorite passion. I do sew, knit, crochet, garden and iron – I love to iron! Mostly, I try to be a friend to all and try to be compassionate to all I see and meet, no matter where. Helping someone who needs your smile just to lift their day can truly make yours.”