Patient Access Call Center
Resume:
DyWanda Knight
West Bloomfield, MI 48324
*************@*********.***
Education
Bachelor of Science in Criminal Justice Madonna University, Livonia, MI December 2007
Associate of Applied Science in Criminal Justice Wayne County Community College
December 2006
Associate of Arts Wayne County Community College
August 2006
Certification
Child Welfare Training Institute for Foster Care
January 2010
Certifications: Private Investigations, Private Security, Homeland Security
December 2007
Employment
Henry Ford Health Services-Detroit Cardiology Patient Access Liaison
March 2022-Current
Build, amend and maintains the master clinic schedule.
Creates and provides access reports to and obtains action approval from director and division head or chair.
Tracks utilization, leads-time, and all other access related issues.
Presents data regularly to department (division) leadership.
Acts as a central resource for the entire specialty across all sites of outpatient practice to:
1.Ensure coordinated and standardized scheduling practices, policies, and procedures.
2.Manage, monitor, and track the physician FTE breakdown (i.e inpatient vs. outpatient time, research, medical education, and others).
3.Facilitate referring physician and patient access when usual routes are not satisfactory to meet expectations or demand.
4.Monitor clinician staffing and report to meet demand at all sites. Clinical and administrative leadership should be alerted if there will be inadequate supply of clinician clinic time to meet existing or expected patient demand. Proactive resource allocation may be required to meet demand.
5.Manage and monitor physician and midlevel provider requests for clinic schedule closure or cancellation in accordance with established standards.
6.Ensure all providers open and maintain a minimum clinic-scheduling horizon of “current plus three months.”
7.Ensure consistent physician and midlevel provider master schedule construction and maintenance. This may include:
Maintaining standardized scheduling appointment type codes
Standardized use of reserve and hold times based on an understanding of impact on patient access
Standardized interval lengths and appointment lengths
Standardized session lengths
8.Review patient access metrics, dashboards, or other reports and share issues and learning with departmental leadership.
9.Prepares a variety of access reports for use by clinical and administrative leadership.
10.Maintaining physician Scheduling protocols in collaboration with scheduling protocols with the contact center
11.Demonstrate competency to schedule patient clinic appointments and perform full.
12.Monitor and Measure current and past demand to best anticipate future need and meet patient expectation
13.Performs other duties as assigned.
14.Complies with HFHS and departmental specific policies and procedures.
15.Complies with all HFHS and departmental specific safety standards including:
Universal Precautions
Infection Control
Electrical Safety
Fire Safety
Emergency Procedures
Henry Ford Health Services- West Bloomfield
Neurosurgery Call center
August 2021- March 2022
Assist patients with scheduling appointments and rectify any concerns in EPIC.
Verify and update insurance coverages in EPIC and web-Denis.
Obtaining authorization for neurosurgery appointments and/or procedures.
Assist patient with obtaining imaging needed for their appointments.
Interacting with providers on the behalf of the patients.
Inputting orders and referrals for patients.
Distributes appropriate information to new and returning patients.
Assist patients with getting messages to their medical providers.
Returns patients calls if unable to make appointments during initial phone contact.
Creates and/or attaches necessary referral per protocol.
Communicates effectively with providers regarding patient scheduling issues as needed.
Provides accurate detailed information to patients including arrival times and other necessary information.
Update the patient’s demographic information as necessary.
Henry Ford Health Services- Sterling Heights
Clinic Services Representative
November 2020- August 2021
Assist patients with scheduling appointments and rectifying any scheduling concerns in EPIC.
Verify and update insurance coverages in EPIC and web-Denis.
Distributes appropriate information to new and returning patients.
Creates and/or attaches necessary referral per protocol.
Communicates effectively with providers regarding patient scheduling issues as needed.
Provides accurate detailed information to patients including arrival times and other necessary information.
Collects copayments and/or prior balances and prepayments.
Handles all aspects of collecting payments for services rendered.
Balance end of day batches associated with credit card payments.
Assist patients with billing problems and inquiries.
Properly closes out EPIC cash drawer daily.
Follows standard operating procedures for Patient Payment Policies.
State of Michigan- Department of Health and Human Services
Foster Care and Juvenile Justice Specialist
November 2009- October 2020
Interview individuals and families to evaluate family’s risk and assess appropriateness of referral resources.
Evaluate the family’s strengths and needs to determine necessary level and nature of intervention services that would be most beneficial for the family.
Complete home visits, both to assess and deliver ongoing services. Home visits require investigations, including observing the family and their environment appropriateness.
Create service plans with the family’s input to overcome barriers and improve the family’s ability to function safely.
Locate and provide direct services to the family (i.e. counseling, money management, etc.) as needed.
Make appropriate referrals to services as needed by the family such as psychological evaluation, domestic violence, and substance abuse services.
Administer random drug test to families.
Conduct Family Team meetings with the court personnel, attorneys and other service providers in order to discuss the family’s progress and needs.
Develop court reports to outline the family’s progress and needs on a quarterly or as needed basis.
Testify in court proceedings, as appropriate, sharing personal observations of the family and the family’s environment.
Analyzed foster parents and help foster parents meet the individualized needs of the foster children.
Assist with recruiting and retention of foster parents.
Formulate Comprehensive Initial Service Plans and Updated Service Plans.
Create Parent Agency Treatment Plans for Reunification.
Supervise visits between children and their families including their parents.
State of Michigan- Department of Health and Human Services
Assistance Payment/Medical Specialist
June 2008- November 2009
Reviews each application submitted for services and decide which forms and verifications are needed.
Complete interviews with clients to determine eligibility and benefit levels by utilizing multiple complex policies for services such as food, medical, financial and disability assistance.
Ensured case information is gathered and processed in a complete and accurate manner in accordance with State policies.
Calculate client’s budgets, and explain deadlines requirements.
Processed Medicare or Medicaid, Disability claims or other government-sponsored programs.
Monitor and maintain caseload and make the necessary changes as required by policy.
Provide resources to clients who are in need of assistance.
Answered customer service problems regarding client questions and/or complaints.
Assisted clients with obtaining required verifications for determining eligibility for assistance.
Garden City-Probation and Parole Department-Probation Officer
Garden City, MI
September 2007- August 2008
Acquaint offenders with departmental rules and regulations, conditions attached to parole probation, and/or Community Resident Programs and the availability of counseling and other services.
Investigates and prepares pre-sentencing reports of persons charged of felonies prior to court sentencing.
Identifies offenders’ needs for drug or alcohol abuse counseling, academic or vocational training, or other program participation and prepares individualized plans for implementation.
Establishes parameters within which users of the Electronic Monitoring System must comply; investigates possible violations of program criteria; and responds to problems associated with equipment.
Evaluates and prepares reports of offenders’ behavior relative to community adjustment.
Interview, prepare and maintain the files of probationers and parolees as required by their court orders.
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