Patient Access Customer Service

Andre L. Braun, CRCR, CHAM.

*************@*****.***

Mobile 678-***-****

Summary

With over twenty years’ experience in planning, organizational development, and general administrative management. Recognized team building, mentoring and leadership skills. Knowledgeable in facilitating change in the workforce, to support reengineering initiatives and meet organizational operating, financial and quality objectives. Ability to write and implement efficient work schedules, policies, programs and procedures. Demonstrated talent for recruiting, interviewing, hiring and managing staff.

Experience

Option Care Health Chicago, Illinois

Patient Access Coordinator. 02/2024-Present

Engages with patient referral, sources, sales, pharmacy, and nursing to coordinate discharge and secured nursing and delivery. Creates communications and obtains all required documentation to find avenue for payment where needed identifies opportunities and direct patient to financial assistance programs. Support the ongoing activities needed to ensure clean on hold and denial management follow up for paperwork where needed. Detailed oriented and have an high degree of quality focus. High level of customer service. Ability to troubleshoot and problem solved and collaborate with cross functional teams. Morgan Medical Center Madison, Georgia

Patient Access Team Lead 01/2023 to

02/2024

Analytical with excellent problem-solving skills. Ability to communicate effectively in speech and writing, with groups and individuals. Continuing to promote our AIDET program for customer service for patients, family and vendors. With PowerPoint and other forms of training aids I train staff and medical staff on ways to improve and increase their Press Ganey patient surveys and satisfaction scores.Financially clear patients while using EPIC’s RTE to determine the patient's liability. Epic

Northside Hospital Lawrenceville, Georgia

Patient Access Team Lead 11/2022 to

01/2023

Continuous monitoring of overtime, this includes communicating issues along with solutions to avoid unnecessary overtime and strain on budget. Conference with department supervisors to discuss skilled based candidates for needed assigned work areas. Effectively communicate proactively and positively with Registration Staff to promote personal growth. Provide adequate training so team members are able to meet company key performance indicators. Run daily reports to ensure staff are meeting KPI standards. Cerner. Piedmont Healthcare Eastside Snellville, Georgia

Patient Access Registrar/PRN 10/2022 to

01/2023

Greet and arrive patients in a timely fashion. Use Epic to maintain patient electronic medical records by updating demographics. Verify patient insurance and create necessary claims for third party liability all while keeping in line with HIPAA regulations. Financially clear patients while using EPIC’s RTE to determine the patient's liability. Cerner-Epic. Southern Regional Medical Center Riverdale, Georgia Patient Access Supervisor 05/2020 to

10/2022

Works closely with the Health Administration Director and their department to develop, monitor, and implement effective patient initiatives. Conduct employee evaluations. Keep reports on performance of the registrars and support staff. Provide feedback to leadership as well as line staff on proper procedures on the latest insurance coverage. Responsible for interviewing and selecting new team members. Meditech-Epic.

Wellstar Health System

Atlanta Medical Center Atlanta, Georgia

Patient Access Supervisor 09/2016 to

06/2020

Consistently manages staff activities in areas of responsibility. This includes documentation and identification of needs, selection of staff, wage/salary engagements. Orientation and training of staff. Mentor Lead Registrars and ensure staff engagement and commitment to strategy, mission and goals. Effectively communicate proactively and positively with Registration Staff to promote personal growth in a knowledgeable and skill set. Develop and implement action plans as identified to warrant a successful outcome. Manage all operational metrics to certify the department meets the clients revenue goals including, but not limited to service level agreements and budgetary guidelines. Assist in preparation for both short- and long-range planning and recommendations for all registration process areas including: Pre-services and point-of-service financial clearance actives and patient access functions. Actively practice budget/cost management. Epic

Mount Sinai Hospital of Sinai Health Systems Chicago, Illinois Patient Access Manager 05/2013 to

09/2016

Provide leadership to the onsite patient registration. This included the Emergency Room Registration, Admitting, Out-patient Registration, and any clinical area reporting to Patient Access. Responsible for the distribution of the schedule in a timely manner ensuring appropriate coverage on all shifts. Continuous monitoring of overtime. Acts as the point person for any Patient Access related projects as directed. Developed a monitoring system of quality assurance. Identify trends for high, medium and low performers and assigned training as necessary. Interviewed new hires and was involved in the new hire selection process. Conference with department supervisors to discuss skilled based candidates for needed assigned work areas. Epic

Stroger Hospital of Cook County Health Systems Chicago, Illinois Business Office Supervisor 08/2004 to

05/2013

Provide oversight of various specialty clinics including the evaluation and implementation of processes that facilitate access. Accountable for budget management, patient, visitor satisfaction (Press Ganey), regulatory compliance and achievement of the goals and objectives for the clinical areas of responsibility. Works closely with the Health Administration Director to develop, monitor, and implement effective patient initiatives. Developed time effective ways to improve patient wait times. Patient satisfaction with appointment scheduling was given top priority. Scores were increased by 20% by staff engagement. Analytical with excellent problem- solving skills. Ability to communicate effectively in speech and writing, with groups and individuals. Cerner.

Advocate Trinity Hospital Chicago, Illinois

Patient Access Educator/Quality Assurance 04/1992 to 09/2004

Train all new Patient Access employees on all hospital software that involves patient registration. Conduct employee evaluations. Keep reports on performance of the registrars and support staff. Provide feedback to leadership as well as line staff on proper procedures on the latest insurance coverage. Continuing to promote our AIDET program for customer service for patients, family and vendors. With PowerPoint and other forms of training aids I train staff and medical staff on ways to improve and increase their Press Ganey patient surveys and satisfaction scores. Epic. Education

Healthcare Financial Management Association 2016

Certified Revenue Cycle Representative CRCR

National Association of Healthcare Access Management/NAHAM 2014 Certified Healthcare Access Management CHAM

Emergency Management Institute FEMA 2010

Department of Homeland Security

Incident Command System

Austin Peay State University Clarksville, Tennessee Bachelor Science Business Administration 1990

United States Army Fort Campbell, Kentucky

Certificate Primary Leadership Development 1988

Graduation in top 10% of class

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