Patient Access Registration

DONNA WILLIAMS

*****************@*****.*** +1-360-***-****

Summary Dynamic leader with a proven track record, excelling in healthcare management and team engagement development. Spearheaded departmental restructures, achieving significant operational efficiencies, and enhancing patient access services. Skilled in EPIC system education and adept at fostering collaborative environments, I bring strategic planning, and effective problem-solving skills to drive organizational improvement. Compassionate Specialize in patient registration management, insurance verification processes, and improving patient flow within medical facilities. Excel in communication, problem-solving, and leadership.

Skills Skilled EPIC System Educator

Financial counseling, patient registration

Epic implementation, KPI management

Efficient workflow design

AIDET & Blameless Apology, Customer

Service

Insurance and billing knowledge

Regulatory compliance

Healthcare management, staff

development

Effective problem-solving

HIPAA compliance

Excellent communication

Operations management

Adaptability and flexibility

Strategic planning and quality assurance

LEARN Skills Training

Project management

Organizational Improvement

Experience Patient Access Director 11/2023 - 03/2025 North Memorial Health Minneapolis, MN

Brought on board to enhance functions encompassing Financial Aid, Patient Enrollment, Initial Registration, Authorization Procedures. Led teams to achieve collection goals.

Pass Survey Readiness for facility accreditation.

Prioritized and organized tasks to efficiently accomplish service goals. Achieved cost-savings by developing solutions

Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Reviewed and updated job descriptions as based on changes in technology or workflow processes.

Maintained awareness of government regulations, health insurance changes and financing options.

Successfully Managed KPIs including Collections, Denials, Authorizations, Referral &, IMM / Moons

Patient Access Director 05/2022 - 12/2023

Bahama Consulting / Woman's Hospital Baton Rouge, LA Consultant to restructure Patient Access department. Assist with consulting on EPIC build for Implementation Ensured best practices for pre-registration, insurance verification, eligibility, and financial counseling

Reset staff schedules to maximize FTE productivity. D

W

Updated job descriptions based on changes in workflow. Worked with leaders to resolve discrepancies regarding patient demographics or insurance information.

Maintained awareness of government regulations.

Performed root cause analysis to determine corrective actions needed to improve overall processes.

Clinic Manager 03/2020 - 05/2022

Oak Street Health Phoenix, AZ

Developed clinic from ground up collaborating with project management and construction teams.

Hired team including Medical Assistance, Scribes, Receptionist, Lab Techs, and Van Drivers

Implemented and trained team on new workflows.

Complied with CMS standards and protocols.

Tracked, organized & counted clinic stock.

Collaborated with multi-disciplinary staff to improve overall patient care and response times.

Coordinated w/ external vendors and suppliers to procure equipment or supplies at competitive prices.

Built work schedules & staff assignments, taking workload, space & equipment into consideration.

Implemented policy changes & communicated information & procedures through staff meetings to communicate updates, and gather feedback. Communicated with patients with compassion while keeping medical information private.

Daily time management, completing timecards, staff reviews, and successful employee engagement.

Patient Access Supervisor 12/2018 - 02/2020

MultiCare Health System Tacoma, WA

Overseen PA staff for 2 Emergency Departments

Kronos timekeeping

Align with all union rules and encourage positive employee relations Responsible for interviewing, hiring, performing evaluations, and disciplinary meetings . Achieve annual POS collection goals for the first time Monitored employee performance and provided feedback on areas of improvement.

Addressed complaints promptly & professionally.

Participated in weekly meetings w/ upper management discussing strategies for improving satisfaction scores.

Provided guidance to team members when needed to help them complete their duties efficiently.

Applied HIPAA privacy and security regulations while handling patient information. Contributed to team meetings, sharing insights and strategies for improving patient access services.

Brought employee engagement scores to an all-time high Assisted in the implementation of new technologies and processes to improve patient access services.

Operations Supervisor/Patient Access Trainer 08/2016 - 01/2019 Catholic Health Initiatives Tacoma, WA

Responsible for training patient access staff in Epic & PA Workflows. Web administrator for insurance websites needed.

Designed & developed training materials for new employee. Documented all training activities including attendance records. Onboarding sessions to orientate staff about policies and procedures, Insurance 101, Customer Service, Referrals and Authorizations

Participated in and attended meetings or seminars to obtain information for use in training programs.

Created monthly publications & bulletins using multimedia presentations w/ PowerPoint and video conferencing.

Managed multiple projects simultaneously while adhering to timelines Recommended changes or improvements in existing training processes as needed. Responsible for daily checks and balances for 12 orthopedic surgeons Verified CMS guidelines to include doctor's templates, scheduling, patient load, charting, and patient health maintenance

Responsible for all scheduling, timekeeping, and payrol Implemented newly acquired CHI Policies and procedure Developed and managed the clinical department budget, optimizing resource allocation for maximum efficiency.

Administered fiscal operations for accounting, budget planning, authorizing expenditures & coordinating reporting.

Oversaw the recruitment, hiring, and onboarding of staff. Office Manager 01/2015 - 09/2016

EPOCH Las Cruces, NM

Daily operations for 4 mental health clinic locations Delegated work to staff, setting priorities and goals. Processed payroll accurately ensuring all employees were paid on time. Managed office inventory, placed new supply orders. Resolved customer inquiries and complaints requiring management-level escalation. Overseen billing operations for providers ensuring proper reimbursement. Ensured compliance with applicable laws regarding employment practices. Completed thorough opening, closing, and shift change to maintain operational standards each day.

Managed operations of Suboxone clinic complied with all state rules and regulations Managed, scheduled and coordinated office functions and activities for employees. Education Medical office Assistant 09/1996

Olympic College

Some College (No Degree): HealthCare Administration Governors Western University Online

Accomplishments Selected as Top 10 Emerging Leaders in 2022 for Kitsap County Recognized by team as Inspirational Leader in Monthly Newsletter at Woman's Hospital

Grew career in under 10 years from Operations Supervisor to Patient Access Director of 2 hospitals.

Volunteered to assist with weekly COVID clinics at local school to Administer COVID shots to community.

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