Diane F. Grigsby, MBA

Gaithersburg, Maryland ****8

Cell 202-***-**** Home 301-***-****

addp24@r.postjobfree.com

Detailed and results oriented Healthcare Manager with tenured experience in hospital and ambulatory access settings.

Self-motivated; driven professional with superior skills setting priorities and implementing strategic plans to achieve goals and meet operational deadlines.

Strong analytical and problem-solving skills with superior observation and evaluating process to increase number of possible solutions. Extensive background in Patient Access revenue cycle management. Dedicated team player who adapts easily to new concepts and processes. Demonstrated ability resolving customer service complaints to enhance overall patient experience.

CORE COMPETENCIES

Project Management Program Management Critical Thinking Proficiency

Staff Training/Onboarding Quality Improvement Problem Resolution Ability

Outpatient Schedule Development Manpower Management Patient Oriented

Department Budget Development Ambulatory Administration Financial Aptitude

Sound Decision Making Strong Negotiation Skills Clinical Operations

Policy development and Implementation Registration Systems Testing Process Improvement

Regulatory and HIPAA Compliance

PROFESSIONAL EXPERIENCE

Providence Hospital, Washington DC 03/2018-04/2019

Director Patient Access

•Managed Patient Access Department including Emergency Room Registration, Admission Staff, Financial Counselors and Outpatient Diagnostics.

•Developed and implemented quality review measures to improve registrar’s patient registration and revenue cycle metrics.

•Implemented an AIDET customer service approach to patient registration. Provided AIDET training and scripting.

Holy Cross Hospital, Silver Spring, Md. 02/2015-02/2017

Manager Main Registration & Financial Counseling

•Managed daily operation activities of Ambulatory Patient Registration and Labor and Delivery.

•Improved productivity indexes by 58% after reducing overtime and modifying registrar schedules.

•Coordinated admitting procedures with activities of other departments.

•Managed the daily operations of all financial counseling staff and Medicaid eligibility vendor (DECO).

•Developed and maintain policies and procedures related to the administration of the HCH financial assistance program registration.

•Coordinated workflow and activity with patients, insurance carriers, business associates and other departments to reduce accounts on the DFNB report.

•Developed and maintains key performance metrics of areas managed and provides reports routinely to patient registration and revenue cycle management.

•Reviewed and monitored the quality of registrations to ensure that compliance and regulatory procedures met with Patient Access Operations.

National Committee for Quality Assurance (NCQA) Washington, DC 02/2014-09/2014

Director of Operations Recognition Programs-Patient Centered Medical Homes (PCMH)

•Improved product delivery and operations by implementing the Lean workflow.

•Evaluated and redesigned staff roles to match the workflow and the responsibility of the department’s analysts.

•Redesigned and test system applications and product redesigns working extensively with the information technology team.

•Designed and implemented On-Boarding training program for new managers.

Children’s National Medical Center (CNMC) Washington, DC 11/2005-02/2014 Project Manager, Ambulatory Services

•Managed the selection, implementation and installation of the outpatient scheduling system applications and manage the scheduling system administration functions for web-based Consumer and Provide portal schedule systems.

•Developed clinical scheduling logic for over 20 medical specialties,

•Developed appointment access reports to track corporate goals

•System administrator maintained the CNMC Ambulatory clinical practice operations outpatient scheduling systems

(SCI Schedule Maximizer).

Children’s National Medical Center (CNMC) Washington, DC

Manager, Patient Access 10/2000-11/2005

•Management and oversight of the Patient Access Department: Emergency Room Registration, Admission Staff, Financial Counselors, Medical Record Coders and Charge Entry Staff.

•Implemented new Time of Service Collections procedures collection increased from 0 to 216,000 dollars in in the emergency department FY05.

•Created and utilized POS tracking reports to monitor daily staff productivity and collection performance.

•Reduced the inpatient insurance denial rate from 2.59% in October 2000 to .06% February 2004 to .02% April 2005

•Developed and implemented improved registration procedures in the emergency department, successfully reduced wait times by 14 minutes and improved registration performance standards.

District of Columbia Health & Hospitals Public Benefit Corporation 12/1998-07/2000

(DC General Hospital), Washington, DC

Assistant Administrator-Ambulatory Care

•Direct supervision of clinic support functions and clinical technicians assigned to the following departments: pediatrics, surgery, cardiac-cath, EEG laboratory services, dental, physical and rehab medicine, medical ambulatory services, occupational health, and correctional health service.

•Developed a central appointment call center and established performance standards.

•Responsible for physician and patient satisfaction, investigated patient complaints, monitor physician issues and staff performance.

Administrator-Managed Care 09/1997 to 12/1998

•Established Managed Care Department directed the planning, development, implementation, and oversight of the managed care program for DC General Hospital and eight Community Health Centers.

•Negotiated contracts with Managed Care Organizations and Preferred Provider Organizations to develop commercial, •Medicare, and Medicaid network agreements.

•Monitored contract compliance for the hospital and the health center’s managed care contracts.

•Established and managed departmental budget and monitored institutional growth and profitability under Managed Care.

Capital Community Health Plan (United Healthcare), Washington, DC 02/1996 to 09/1997

Director of Operations

•Managed and coordinated the operations of a start-up Medicaid managed care organization owned by a consortium of five non-profit hospitals.

•Developed, implemented and facilitated daily activities and functions of the Medicaid managed care organization relating to Enrollment, Claims, and Cost Containment Departments.

•Assisted and provided direction to departments for operational issues of the District Medicaid Program including the interpretation of all provider and hospital contract agreements.

•Created and produced monthly reports and graphs to monitor the Managed Medicaid program operations.

•Developed and maintain project plan for all tasks related to the District Medicaid contract.

•Drafted specific operational procedures for the Medicaid Managed Care application response.

EDUCATION

•Howard University, Washington, DC

Master of Business Administration (Health Services Administration)

•University of the District of Columbia, Washington, DC

Bachelor of Business Administration (Management)

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