Patient Access Manager

AMY A LACKOVITCH

Front Royal, VA *****

Phone: 540-***-****

Email: **************@*******.***

PROFESSIONAL SUMMARY

Epic Principal Trainer and Healthcare Manager /Supervisor with 15 years of healthcare experience specializing in remote training environments and project management. Experience in electronic health records, learning management systems, and leading projects from conception to completion, I excel in driving efficiency, optimizing processes, and delivering results that align with organizational objectives. Committed to advancing organizational initiatives through strategic planning, resource allocation, and collaboration, I bring a blend of leadership, technical expertise, and a deep understanding of healthcare systems to drive impactful outcomes.

KEY SKILLS

• Leadership & Supervision

• Operational Excellence

• Training & Development

• Technical Proficiency

EXPERIENCE

Principal EPIC Trainer/Patient Access Training Coordinator (Remote position) Nov 2021-Nov 2023 Shriners Hospital for Children Tampa, Florida

• Developed Cerner and EPIC training materials: lesson plans, exercises, tip sheets, and videos for remote learning.

• Planning, delivery, and management of virtual training sessions

• Supported coordination between Project Management training team, analysts, and end users to prioritize and manage the development of high-quality training to meet deadlines.

• Coordinated with system analysts and project management team to ensure policies and procedures adhered to scope of work.

• Research and analyze workflows offering suggestions for improvement and implementing changes

• Assigned, tracked, and reported on completion of training in Learning Management System.

• Provide need assessments reports in preparation for future training initiatives.

• Built, tested, and maintained training environments.

• Supported go-lives with at-the-elbow support and provided remote end user support after go- live.

• Monitor and assist with helpdesk tickets via Service Now, grant user access via Active Directory. Customer Service Supervisor Valley Health Systems Hybrid position Mar 2020 – Oct 2021

• Supervised and coordinated a team of support team Call Center representatives providing telephone patient support services.

• Oversaw real-time activities, managed escalated calls, and ensured smooth call center operations.

• Motivated employees through training updates and call monitoring.

• Coached coordinators through positive communication and feedback, fostering a collaborative work environment. Motivated employees through training updates and call monitoring.

• Conducted regular team meetings for information dissemination and performance updates.

• Monitored individual, team, and call center productivity, identifying, and addressing performance trends.

• Recorded and addressed patient service requests and complaints, recommending corrective services.

• Tracked attendance, daily statistics, paid time off, payroll reporting via Kronos, and generated reports for effective team management.

• Led hiring, orientation, training, coaching, and evaluation.

• Communicates with patients regarding overdue balances, payment arrangements, and other billing concerns or inquiries

• Establishes and documents payment arrangements for patients with outstanding balances and monitors adherence to agree upon collection schedules Supervisor Guest and Volunteer Services Valley Health Systems Winchester, VA July 2017 - March 2020

• Managed volunteer database, Volgistics, and de-escalated public and patient concerns.

• Oversaw inpatient and outpatient flow and facilitated communication within diverse hospital teams.

• Maintained the flow of communication within a wide range of teams throughout the hospital.

• Created and updated training for staff and volunteers.

• Scheduled and supervised staff and volunteers within budgeted FTEs, ensuring compliance with policies and standards.

• Entered professional charges for Lifeline system and troubleshooted Lifeline system.

• Supervised large groups of volunteers to ensure compliance with hospital, The Joint Commission

(TJC), and other regulators' policies and standards; served as the primary point of contact for communication with staff and volunteers.

Patient Access Manager Valley Health System Front Royal, VA August 2008 - June 2017

• EPIC Super User.

• Conducted regular team meetings for information dissemination and performance updates.

• Supervised Patient Access staff and ensured adherence to quality standards and deadlines.

• Improved customer service standards and maintained shift coverage.

• Led hiring, orientation, training, coaching, and evaluation.

• Registered, scheduled, and checked in patients using the EPIC electronic record system.

• Ensured patient privacy compliance with HIPAA regulations.

• Prepared budgets conducted insurance eligibility verification, referral authorization, and financial education.

• Developed and enhanced policies covering administrative processes.

• Supported implementation of programs, policies, initiatives, and tools specific to department needs.

• Maintained adequate shift coverage by coordinating schedules within the budgeted FTEs. EDUCATION

• EPIC CERTIFIED PATIENT ACCESS CURRICULUM OCT 2023

• Lord Fairfax Community College

• Ashworth College- Healthcare Management Currently Enrolled

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