Customer Service Patient Access, supervisor, manager

Paula C. Vigil * Fordham Circle

Pueblo, CO *****

719-***-**** Home

719-***-**** Cell

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

Areas of Expertise include:

● Patient and Associate Satisfaction

● Team Building / Talent Development

● Cost Containment

● Recruitment of Qualified Staff

● Cash Collections

● Process Improvement

● Insurance Claims/Billing

● Budget Development and Management

PROFESSIONAL EXPERIENCE

Centura Health / St. Mary Corwin Hospital

Pueblo, Colorado

Patient Access Manager/Supervisor/Coordinator/Admitting Representative

September 2000 - October 2020

Responsible for providing day to day leadership for all of Patient Access Emergency Registration, Outpatient Registration and scheduling

● Implemented numerous service innovations, including reducing patient wait times by 50% in the Cardiovascular department

● Spearheaded an increase to patient satisfaction by reviewing patient survey information and implementing initiatives

● Consistently complied with applicable laws and regulations and ensured facility adhered to Medicare and Medicaid regulations

● Skillfully developed departmental goals, objectives, standards of performance policies and procedures

● Maintained good communication between department heads, medical sta, nursing sta and synchronizing

interdepartmental functions

● Conducted monthly patient case conferences, in-service and sta meetings to educate sta and facilitate good

communication

● Increased up front collections by 150% by developing a robust plan and ensuring accountability

● Reviewed patient accounts for billing and charges

● Verified patient demographics and insurance information for billing purposes

● Implemented and trained registration sta to create Price estimates for patients and explain insurance benefits

(coinsurance, copays, out of pocket and deductible)

● Super User for the new EPIC program for Centura. Trained registrars to complete registration process (collecting demographic information)

● Reviewed applicants for open positions. Scheduled and completed interviews. Reviewed resumes to hire the most experienced applicants.

● Scheduled patients for Outpatient services to include Outpatient MRI, Cat Scan, Nuclear Medicine, X-Rays, Ultrasound, Pet Scan and Mammography appointments.

● Attended daily morning huddles with administration to report daily issues, concerns or good catches

Sam’s Club Warehouse - Pueblo, Colorado

August 1997 - September 2000

Cashier Operations Supervisor

● Planned and directed sta training and performance evaluations

● Trained all incoming sales team members

● Maintained knowledge of current sales and promotions, policies regarding payment, exchanges and security practices

● Counted cash drawers and make bank deposits

● Assigned employees to specific duties to best meet the needs of the store

● Generated repeated business through exceptional customer service

Subway Sandwiches and Salads - Pueblo, Colorado

March 1991 - August 1997

Store Manager

● Trained and hired 150+ associates

● Implemented innovative programs to increase employee royalts and reduce turnover

● Developed methods to establish and clarify customer objectives

● Promptly and empathetically handled guest concerns and complaints

● Maintained high standards of customer service during high-volume, fast-paced operations

● Followed food safety procedures according to company policies and health sanitation regulations

● Strictly followed all cash, security, inventory for labor policies and procedures

EDUCATION

South High School - Pueblo, CO - GED 2000

REFERENCES AVAILABLE UPON REQUEST

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