Patient Access Call Center

Takisha Johnson

*******.*.*******@*****.*** 832-***-**** Houston, TX

SUMMARY

Healthcare management professional with 19 years of experience, seeking a manager role. Expert in leading diverse teams, demonstrated in supervising over 80 Employees and managing multiple departments. Proven track record in process improvement, policy administration, and maintaining high-performance standards. WORK EXPERIENCE

SBA/Sonva Dermatology Houston

Patient Access-Front Office Manager Dec 2021 - Present

• Implement performance management systems, including developmental feedback and competency assessments, to enhance employee performance and align with organizational goals.

• Administer policies and procedures, ensuring adherence to best practices in human resources management and decision-making processes.

• Contribute to process improvement initiatives and standardization efforts for patient access procedures, fostering departmental consistency and staff compliance.

• Oversee staff scheduling, training compliance, and timely completion of performance evaluations, while supporting professional development and operational efficiency. Houston Methodist Baytown, TX

Supervisor of Patient Access- ER Nov 2021 - Dec 2022

• Managed patient information protection and upheld HIPAA compliance, securing the confidentiality of medical records.

• Led a team of 27 administrative employees, providing coaching to achieve operational efficiency and meet collection targets.

• Facilitated patient registration, verified insurance, and communicated benefits eligibility, enhancing patient financial comprehension.

• Coordinated staff recruitment, hiring, and training, contributing to a reduction in accounts receivable through effective policy application.

UT Health Houston, TX

Patient Access Call Center Manager Aug 2019 - Nov 2021

• Managed a multi-departmental team, providing leadership to 42 employees, including 2 supervisors and 3 team leads, ensuring smooth administrative and operational functions.

• Implemented comprehensive training programs for staff development, resulting in enhanced performance and knowledge of departmental procedures.

• Oversaw the successful adoption of the Epic healthcare software system, leading to improved patient service and operational efficiency.

• Improved call center performance, elevating the call answer rate from 90% to 99% while maintaining a call abandonment rate below 5%.

Baylor College of Medicine Houston, Texas

Patient Access Supervisor Feb 2004 - Aug 2019

• Managed patient access processes, ensuring adherence to HIPAA standards and improved patient registration, insurance verification, and scheduling systems.

• Conducted in-depth training initiatives, promoting employee expertise and improved adherence to departmental protocols.

• Administered the integration of the Epic healthcare software, enhancing patient service delivery and streamlining operational practices.

• Enhanced call center operations, achieving a 99% call answer rate and sustaining a call abandonment rate under 5%. EDUCATION

Houston Community College

No Degree: General Studies

Houston, TX

Jesse Jackson Academy

GED

Houston, Texas

Mar 1996

SKILLS

Excellent Customer Service Skills • Multitasking and Organization • Effective Written and Verbal Communication • System Updates • 15 Years of Insurance Verification Collections • Insurance Verification, Obtaining Authorizations

• Referral Entry • Knowledge of All Major Insurance HMO PPO, Medicare, and Medicaid Regulations • Medical Terminology • Overpayments/Underpayments, ICD, and CPT Coding • Employee Performance Evaluations and Work Quality Evaluation • Building Rapport and Credibility • Quality Standards and Protocols • Employee Recruitment and Hiring • Team Leadership • Supervisory Expertise • Epic Super User • Payroll

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