Years of Proven Leadership in Clinic Management and Patient Access

Phoenix, AZ *****

360-***-**** *****************@*****.***

Dynamic leader with a proven, successful track record in patient access and customer service. Subject matter expert in registration, financial assistance, insurance verification, appointment scheduling, and denial prevention. Excel in effective communication, problem-solving, KPI improvement, and the ability to lead an engaged team. I have many years of experience stepping into roles and quickly making positive changes to drive company success. I'm passionate about leading call centers to optimize call times, educating agents on call improvement, and excellent service quality.

EMR system education

Financial aid processing

Team management

EMR implementation and transition

Call center operations

KPI oversight

Workflow optimization

AIDET and blameless apology

Insurance and billing expertise

Regulatory compliance

Problem solving

HIPAA compliance

Adaptability and flexibility

Strategic planning

Project management

Organizational improvement

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

Brought on board to improve functions encompassing Financial Aid, Registration, Referral processing time, Customer Service, and Authorizations. Led teams to achieve collection goals.

Lead work from home call center

Pass Survey Readiness for facility accreditation.

Achieved cost-savings by developing solutions

Reviewed and updated job descriptions.

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

Ensure amazing Customer Service present at all times. 05/2022 - 11/2023 Bahama Consulting / Woman's Hospital Baton Rouge, LA Patient Access Director

Restructured Patient Access department and implemented new EMR system. Developed best practices for pre-registration, insurance verification, and eligibility processes.

Reorganized staff roles to enhance full-time equivalent productivity. Updated job descriptions to reflect workflows.

Collaborated with leadership to address discrepancies in patient demographics and insurance data.

Monitored government regulations

Conducted root cause analysis to identify corrective actions for process improvements. 02/2021 - 05/2022 Oak Street Health Phoenix, AZ

Clinic Manager

Assited w/ clinic build and opening in partnership with project management. Hired team including Medical Assistance, Scribes, Receptionist and Lab Techs Facilitated training on workflows to maximize performance. DONNA WILLIAMS

Summary

Skills

Experience

Ensured standards and protocols for compliance.

Managed inventory by tracking, organizing, and counting clinic stock. Worked with multi-disciplinary teams to elevate patient care and response times. Negotiated with external vendors for cost-effective procurement of supplies. Created staff schedules considering workload, space, and equipment availability. Communicated policy updates, ensuring staff awareness. 01/2019 - 11/2020 MultiCare Health System Tacoma, WA Patient Access Supervisor

Oversaw teams across two Emergency Departments to enhance operational efficiency. Assisted teams to achieved collection goals.

Monitored employee performance, delivering constructive feedback. Weekly meetings with management to discuss strategies for improving satisfaction scores. Implemented new technologies and processes to improve patient access services. Applied HIPAA regulations while handling patient information to ensure compliance. 10/2016 - 01/2019 Catholic Health Initiatives Tacoma, WA Operations Supervisor/Patient Access Trainer

Trained team members in EMR and workflows.

Led NEO for team members on policies, procedures, Insurance, Customer Service, Referrals and Authorizations.

Created publications for EMR upgrades and or workflow change information. Responsible for daily checks and balances for 12 orthopedic surgeons. Ensured adherence to CMS guidelines.

Assisted team with transition to new EMR System

Ensured efficient template scheduling

Implemented newly acquired CHI Policies.

Managed budget, optimizing resource allocation for maximum efficiency. Administered fiscal operations for budget planning, and authorizing expenses Oversaw the recruitment, hiring, & onboarding.

12/2013 - 09/2016 EPOCH Las Cruces, NM

Office Manager

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. 09/1996 Olympic College

Medical office Assistant

Western Governors University Salt Lake City, UT

Some College (No Degree): HealthCare Administration Selected as Top 10 Emerging Leaders 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 Education

Accomplishments

hospitals.

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