Center Service Customer
Resume:
CYNTHIA M. WILKINS
www.linkedin.com/in/cynthia-wilkins-mha-chaa-b0b629112
713-***-**** adpzo5@r.postjobfree.com
GENERAL SKILLS Excel, MS Word, Editing & Proofreading, EPIC, PeopleSoft, Zoom, WebEx SOFT SKILLS Customer Service, Verbal & Written Communication, Flexibility, Work
EXPERIENCE
March 2020 – Current The University of Texas M.D. Anderson Cancer Center HAL League City, TX HAL UTMB Galveston, TX
Regional Operations Coordinator
o Administrative support for a team of twenty-two; ten Advanced Practice Providers twelve Physician Assistants and one supervisor.
o Create and implemented processes for allocated annual funds. o Developed and maintained inventory control of electronics for mass Covid19 work from home distribution.
o Developed an easily accessible annual personnel file. o Create initial credentialing files for the onboarding of all staff. o Establish needed devices and accesses for communications. o Analyzed the onboarding process gaps and created a new process for clinicians to included: mentoring, checklists, resources and tracking matrix. o Managed accounts payable for purchases of goods and services. o Created reports, presentations, flyers, spreadsheets, and illustrations. o Rounding with patients and family members.
o Piloted a temporary nutrition substitute for patients. o Part of the internal infrastructure development during Covid19 – visitor screening. o Planned and coordinated departmental events and teamwork activities. June 2021 – April 2022 The University of Texas M.D. Anderson Cancer Center – Leadership Institute LEADing Self Accelerate Cohort
o Attend Workshop Sessions
o Attend Mentorship Sessions
o Shadow a member of Leadership
o Attend Developmental Coaching
January 2019 – March 2020 University of Texas M.D. Anderson Cancer Center League City, TX Coordinator, Diagnostic Imaging Services
o Coordinate MRI, PET, CT, Nuclear Medicine, Breast Imaging, General Ultrasound scans in accordance with patient and physician needs. o Confirm insurance authorization with Managed Care providers Commercial, PPO, Medicare, Advantage plans, Medicaid Traditional and Managed plans. o Verify accuracy of physician order request
o Offer Houston Area Locations as an alternate location to meet client logistic needs
o Ensure patient safety by following scheduling protocols for all modalities May 2018 – January 2019
University of Texas M.D. Anderson Cancer Center Houston, TX Financial Clearance Associate – Emergency Center
o Management of Medical Account Receivables
o New Patient Registration: Consents, Financial Responsibility Agreement, HIPPA o Financial Counseling; Collect deductibles, co-pays, and outstanding balances o Collaborate with Social Work and Case Management o Train new employees on registration/authorization process o Serve as subject matter on projects related to the Emergency Center Business Center
o Educate patient, family members, existing and potential clients about their insurance coverage.
o Obtain authorization from Managed Care providers Commercial, PPO, Medicare and Advantage plans, Medicaid Traditional and Managed plans. April 2014 - May 2018
University of Texas M.D. Anderson Cancer Center Houston, TX Patient Access Specialist – Emergency Center
o Verify benefit details and eligibility via fax, phone, online resources. o Educate clients on their healthcare coverage, navigation of continued services. o Reconcile Emergency Center service charges daily. o Abide by HIPPA, EMTALA, JACHO guidelines.
o Coordinate employee schedules to meet business operation needs. o Serve as a liaison regarding, administrative issues on purchasing, personnel, facilities, and operations.
o Obtain consents in accordance with Center for Medicare Services for Inpatient and Outpatient services.
o Provide support for training of new employees
o Coordinate payment arrangements for self-pay patients via deposit or third-party review and international accounts.
January 1999 – April 2014 University of Texas M.D. Anderson Cancer Center Houston, TX Patient Access Specialist – Admissions/Transfer Center Department o Manage hospital-to-hospital transfers by communicating with an average of six clinical and administrative personnel to meet the specialty needs of each client. o Allocate daily room assignments for over 150 patients, across 13 floors to accommodate various clients’ level of care.
o Verify on daily average 62 client’s demographic information. o Answer on average 150 calls per week.
o Provide internal and external customer service to current and potential clients, physicians, nurses, insurance providers, law enforcement, family members and clergy
o Team lead for a Create Solutions Project 2010 -Gold Award. EDUCATION
May 2017 - March 2019 Master of Healthcare Administration Louisiana State University Shreveport, Shreveport LA May 2015 - December 2016
Bachelor of Science - Health and Behavioral Science Minor – Psychology University of Houston – Downtown (UHD), Houston, TX VOLUNTEER
EXPERIENCE -
January – Present Patient Covid19 Vaccination Clinic Role: Command Center Operations Lead
Responsibilities: Manage the flow of the clinic opening to close. Solve daily operational issues, coordinate logistics, manage clinical and business operations supply needs. Collaborate with pharmacy continuously to reconcile dosages on hand for clinic use. Round periodically with staff to receive input of suggestions or needs. Update Vaccine Medical commander periodically and document any follow up items for end of clinic summary. May 2019 – Present Covid19 Patient/Visitor Screening Station Monitor patient, visitor, employees, and vendor temperatures for entrance into facility. Ask potential visitors Covid19 screening question and enter data into computer. Assist potential visitor if access into facility is denied.
August 2017/2018/2019 Boot Walk, M.D. Anderson Cancer Center Responsibilities: Logistics Committee Lead, attend fundraisers and recruit participants. Accomplishment: Exceed our initial set goal by 90% January 2017 - Present Mentoring Up, M.D. Anderson Cancer Center Served as a mentor to an Executive Leader, sharing experiences and perspectives from the front line.
May 2016 - Present Ambassador, M.D. Anderson Cancer Center Educate Houston and surrounding communities about what they can do to prevent cancer and live longer, healthier lives.
Organizations
Committees
January 2020 - Present Diversity Champion Cohort 2020, M.D. Anderson Cancer Center An education program that facilitates awareness and engagement activities to aid employees in developing a workplace culture that honors and appreciates diversity. September 2019 – Present Patient Experience Committee – League City An initiative to improve the patient experience of patient, caregivers, and families. Strengthening provider relationships, reducing wait times, improving coordination of care, and providing exceptional service to all patients for every visit. September 2019 – Present Employee Engagement Committee – League City Promote inclusion within the League City HAL to include: Welcoming breakfast for new employees, Buddy system for new employees, fundraising events to League City Family Day event.
June 2017 – Present Organization for Women, M.D. Anderson Cancer Center Promote development to include all genders and diversity.
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