RayShawn L. Alexander

*** ********** ***, **, #***, Washington, DC 20019

Phone: 202-***-****

Email: RayAlexander @United-MedicalCenter.com

EXPERIENCE

Patient Access Representative Supervisor

United Medical Center, Washington, DC / April 1999 - Present

1. Supervisory Duties

a. Maintain knowledge of policies and procedures for DC Health and UMC.

b. Develop staffing calendars and assure staffing needs are met. Implement alternative staffing patterns as needs arise, taking into consideration department budgetary constraints and performance requirements and restrictions.

c. Interview and make hiring decisions to maintain adequate staffing in the department.

d. Review and process timecards in an accurate and timely manner. Maintain accurate employee attendance files.

e. Encourage and commend staff for excellent performance.

f. Provide timely performance improvement feedback and coaching. Discipline staff when warranted by inappropriate employee behavior or inadequate work performance.

g. Conduct timely training assessments, reclassification exams, and performance reviews. Solicit feedback from other staff and managers as appropriate.

h. Respond to employee questions/concerns on an individual basis as needed.

i. Conduct team meetings to apprise staff of changes and to address broader-based program area issues and initiatives.

j. Participate in on-call rotation for off-hours staffing issues, escalations, and staff questions.

k. Develop, recommend, and implement policies and procedures for the department.

l. Monitor adherence to policies and established procedures. Propose methods which assure effective execution of program responsibilities.

m. Update policy and procedure manuals as required. Apprise staff of changes.

n. Personally perform functions supervised.

2. Operational Duties

a. Ensure that patient experience and service standards are met.

b. Uses reports and dashboards to monitor the daily productivity of the department and individuals.

c. Monitor the accuracy of the data entry of demographic and insurance obtained by staff for patient registration. Investigate errors, suggest changes and/or implement solutions to encountered problems. Report statistical findings to Access Services leadership.

d. Monitors accuracy of scheduling functions, provider templates and makes recommendations on template changes to best utilize providers time, while ensuring patient satisfaction.

e. Enforces established policies and procedures, including work rules, safety procedures, confidentiality standards, JCAHO standards and CMS standards.

f. Monitors work queues and reports to ensure accurate and timely registration, scheduling and claims submission.

g. Maintains a solid understanding and knowledge of payer requirements, registration, and scheduling workflows, as well as referral requirements to ensure staff follows established procedures to maximize reimbursement.

h. Tracks common issues and provide training to staff to prevent the issue from reoccurring.

i. Gather and analyze departmental and program specific productivity and quality of service statistics.

j. Work collaboratively with UMC Health counterparts, Patient Financial Services, and other departments on issues relating to patient registration, scheduling, patient flow, insurance verification, referrals, and reimbursement issues. Represent the department in meetings and on committees relating to these issues.

k. Serve as the knowledge expert and information source for staff. Keep abreast of insurance, referral, and billing requirements. Request system enhancements as needed to facilitate accurate registration and scheduling.

l. Serve as an escalation point for patient issues and questions. Assist staff with complex and disgruntled patient situations requiring intervention from a higher authority.

m. Participate in process improvement teams as assigned.

n. Assist with application implementation, upgrades, enhancements, and usability testing.

o. Assure equipment is in working order. Recommend the purchase of new equipment as required.

p. Provide information for budget preparation.

3. Training Duties

a. Provide new employees with orientation to UMC Health and patient access departments.

b. Develop and/or update training modules. Keep accurate records of personnel training schedules as well as training checklists.

c. Train and delegate appropriate training responsibilities for new and current staff. Schedule and facilitate cross-training of employees.

d. Observe and modify training schedules as needed to include new methodologies and concepts. Conduct training review sessions.

e. Actively seek and schedule staff development opportunities, including those outside the department that would be beneficial for staff members to attend.

f. Monitor trainee progress and trainer effectiveness based on feedback.

g. Identify focus areas for competency assessments. Provide training opportunities addressing areas highlighted by these assessments.

h. Participate in training/development programs as agreed upon with the Patient Access leadership.

EDUCATION

Over 20 Years of on-the-Job Training and Certifications

References available upon request

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