Highly motivated Patient Access Supervisor AGP Registration who leverages strategic planning, influence, and coaching a team of Registration Specialist to drive organizational effectiveness within daily tasks. Responsibilities include managing the registration, verification and insurance authorization processes in a decentralized registration department which includes locations in the Wellness Centers diagnostic and ED departments, Tallmadge Health, as well as other departments located off the main campus of Akron General.

KEY COMPETENCIES:

Diversity & Inclusion Management

Leadership/People Development

Talent Development/ Recruiting

Mentorship

Microsoft Office (Excel, Word, PowerPoint, Outlook, OneNote)

Project Management and Process Improvement

Risk Management

Policy, Procedure, & Plan Management

People Leadership & Management

Training and Development

Quality Assurance

EDUCATION

Louisiana State University

Master of Science, Leadership & Human Resources Development

Graduation: December 2023

Highlights: 3.9 GPA

Walsh University

Bachelor of Arts, Organizational Development & Leadership

Graduation Date: December 2020

Highlights: 3.79 GPA Cum Laude

EXPERIENCE

Cleveland Clinic, Akron General: Akron, OH

PAS Supervisor AGP Registration December. 2022 – Present

Supervises daily work activities of all Off-Site Registration Staff. Interviews, hires and trains staff, evaluates performance and provides feedback; makes personnel action recommendations (e.g., promotions, transfers, disciplinary, discharge.). Rotates on-call for weekends, holidays, and off shifts.

Owns training for staff based on established policies and procedure including, but not limited to Joint Commission requirements, patients? rights, (especially related to Advance Directive and HIPAA), systems functionality, ED/EMTALA rules, and Medicare and other third-party payer requirements. Cross trains all staff at each location.

Manages activities related to insurance verification, benefit verification, estimations, and Point of Service collection process as it is related to ED and OP collections. This includes application of payments and cash control procedures.

Collaborates with clinical and ancillary departmental staff to ensure registration staff assist the departments in providing exceptional service to our patients.

Performs audits on error rates and develops plan of action, if the error rate is not within acceptable margin of error as defined in the established policy. Coordinates training and retraining to address the needs of the registration staff.

Compiles and provides monthly activity reports, and productivity data.

Completes schedules for Diagnostic and ED staff for all Satellite locations using staff wisely to be cost effective and to provide lunch coverage for day and afternoon shifts in the ED as staffing allows.

Follows system and department policies and procedures with special attention to attendance and punctuality, confidentiality, dress code and display of ID badge, and safety.

Completes mandatory education and training in order to maintain organization and department specific competencies and requirements.

Reviews patient information records for completeness and accuracy of financial and demographic information to insure there are not financial losses.

Amazon.com, Inc.

HR Operations: Area Manager I, April 2021 – December 2022

Managed, coached, and developed 60+ Amazon associates within the Fulfillment Center supporting Outbound Sort & Pack Operations to ensure the team follows safety precautions to maintain quality control standards. As primary operational stow AM oversaw up to six PAs/PGs and up to 200 AAs on any given shift.

Partnered with Operations Managers to lead process improvement initiatives creating a 5% MoM improvement in chute/pack rates and Sort DPMO/Quality.

Partnered with support teams including Safety, Ops Integration, Loss Prevention and Human Resources to develop initiatives that meet business objectives.

Drove safety, productivity, and quality on nights; core member of the first IB team to reach 100% to OP for fiscal year '22; moreover, to consistently hit 100%.

Led A3 ETI and Decant Actions which realized 20% increase in ETI ’22 Wk1 to Wk12, as well as 45% increase in Decant CPH, leading to massive reduction in OOWA % from 1.76% to .46% during the same period; ensured UPF, Takt Time, and NSTA CI metrics were consistently delivered at or within threshold.

Implemented effective Quality Ninjas program for both Stow and Decant, delivering Aggregate DPMO under threshold, realizing tens of thousands of dollars of costs savings.

Effected comprehensive engagement program on rate, entailing targeted coaching’s, newly developed CI metric trackers, quarterly Apollo audits for tracking purposes for bottom performers, and an Inferred Time Dashboard to control for Productive Time.

Ensured daily execution of time sensitive reactive trailers, up to 50k during ’21 Peak, ensuring PSP1 remained among the top 10% of sites across the AR network in resolving reactive SLA.

Introduced a massive pipeline of talent: multiple Process Guides across both departments that exemplified that core principle of a Diverse and Unique team w/ different backgrounds, talents, and experiences.

Facilitated onboarding in line w/ Labor Plan and shift needs.

Synchrony: Canton, OH

Senior Agency Liaison, Specialist Jul. 2019 – Jan. 2021

Partnered with internal leadership and 3rd. party suppliers to manage.

$300 Million in inventory ensuring compliance, legal, and business requirements are met.

Lead multiple initiatives to support proactive organizational growth efforts by analyzing and documenting performance trends.

Managed approximately 800 workflows per month using the systems RMS_NG, Fast Data, Genesis, and Edison to support organizational growth efforts.

Developed long-lasting partnerships with stakeholders, including local leaders, management team and senior leaders through active engagement, exemplary communication.

Developed workflow process to outline a beginning-to-end process for consumer banking operations; leveraged partnerships with process owners to identify process gaps and enhancement opportunities.

Developed and mentored associates to drive employee morale and productivity, while ensuring team member deliverables aligned with client objectives, brand, and identities.

Synchrony: Canton OH

Fraud Support Specialist Supervisor Jul. 2017 – Jul. 2019

Resolved approximately 200 escalated customer & client calls per month.

Reviewed accounts, answered questions, and ensured compliance for all fraud associates in various roles including Universal, Escalated Help Desk, Outbound Acquisitions, and Fraud Investigations

Cultivated a positive working environment through meaningful coaching sessions and new recognition programs that highlight an individual’s exceptional work performance or how they support the values of the business.

Created a monthly presentation and report for Operations Manager and Functional Managers to highlight KPI targets.

Synchrony: Canton OH

Fraud Support Specialist Supervisor (Rotation) Apr. 2017 – Jul. 2017

Reviewed accounts, answer questions, and ensure compliance for all fraud associates in various roles including Universal, Escalated Help Desk, Outbound Acquisitions.

Monitored real time data regarding Service Level targets to ensure exceptional customer experience.

Assisted and coached agents to effectively upskill employees struggling with performance metrics.

Created support documentation that empowered and enabled user community to extend skills, leverage system features and find resolutions to questions without intervention from support team.

Synchrony: Canton, OH

Fraud Inbound Senior Representative Nov. 2015 – Jul. 2017

Resolved approximately 1200 customer calls a month by gathering information to find resolutions while processing fraud claims.

Maintained a comprehensive knowledge of fraud procedures such as lost/stolen, detections, applications, and true name fraud (TNF).

Maintained a strong knowledge of all Synchrony clients and Fraud Operations systems.

Performed side-by-side job shadows with employees to effectively upskill employees struggling with performance metrics.

NAHEEDA DUGAWALA

CANTON OH 330-***-**** – ad3w1g@r.postjobfree.com

PAS Supervisor AGP Registration I – Cleveland Clinic Akron General

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