Operations Leader, Patient Access and Scheduling

Marsha Hulstine

Carrollton, GA

Email: ****************@*****.*** Phone: 770-***-****

Professional Summary

Results-driven healthcare operations professional with over 8 years of experience in patient scheduling, preservice coordination, and patient access leadership within Tanner Health System. Skilled in managing high-volume scheduling environments, improving accuracy, and enhancing patient satisfaction. Proven ability to train and supervise staff, optimize workflows, and meet revenue cycle and quality performance goals. Committed to supporting Tanner’s mission by delivering compassionate, efficient, and accurate service to every patient.

Core Competencies

Scheduling and Preservice Supervision, Patient Access and Registration Management, Staff Training, Coaching, and Development, Revenue Cycle Optimization, Insurance Verification and Authorization, Financial Clearance and Pre-Service Collections, Key Performance Indicator (KPI) Tracking, Process Improvement and Quality Auditing, Customer Service and Patient Experience, Epic, Cerner, and TannerConnect Systems, Workflow and Work Queue Management, Healthcare Compliance and Policy Adherence

Professional Experience

Scheduling and Preservices Team Lead

Tanner Health System – Carrollton, GA October 2022 – Present

Supervise daily operations of the Scheduling and Preservice departments, ensuring accurate and timely scheduling, registration, and financial clearance.

Oversee and coach a team of schedulers and preservice specialists, conducting quality audits, feedback sessions, and performance evaluations.

Monitor work queue performance, call metrics, and appointment conversion rates to identify trends and implement performance improvement strategies.

Collaborate with clinical and ancillary leaders to streamline scheduling workflows and improve communication across departments.

Review insurance authorizations, eligibility, and estimate accuracy to ensure compliance with revenue cycle standards.

Develop and maintain standard operating procedures and department training materials.

Support the Patient Access Manager and Revenue Cycle leadership with data reporting and performance metrics.

Drive employee engagement and accountability through recognition, coaching, and professional development initiatives.

Patient Access Representative

Tanner Health System – Villa Rica and Carrollton, GA August 2018 – October 2022

Coordinated pre-registration and insurance verification for multiple outpatient service lines.

Supported schedulers and registration staff by resolving complex patient access issues.

Ensured financial clearance and authorization completion prior to patient arrival.

Assisted in onboarding and mentoring new hires to achieve accuracy and productivity goals.

Maintained a 98% accuracy rate in quality audits and upheld Tanner’s patient service standards.

Patient Access Specialist

Wellstar Health Systems – Douglasville, GA February 2003 – May 2016

Scheduled outpatient and specialty appointments using Epic and TannerConnect.

Verified insurance coverage, demographics, and referral requirements at the time of scheduling.

Delivered high-quality patient service, maintaining professionalism and empathy on every call.

Contributed to improvements in scheduling turnaround time and first-call resolution rates.

Education

University of West Georgia – Carrollton, GA

Certifications

Certified Revenue Cycle Representative (CRCR) – Healthcare Financial Management Association (HFMA)

Certified Healthcare Access Manager (CHAM) – National Association of Healthcare Access Management (NAHAM) (In Progress)

Licensed Realtor – Georgia and Alabama

Key Achievements

Increased appointment conversion rate by 12% through proactive staff coaching and workflow redesign.

Implemented a monthly scorecard and KPI dashboard to track individual and team performance.

Supported Epic optimization and training rollout for Scheduling and Preservice departments.

Recognized for leadership during Tanner’s patient access transformation initiative.

Technical Skills

Epic, Meditech, Microsoft Excel, Microsoft Teams, Outlook, SharePoint, ADP, Cisco Finesse, SpinSci Call Management, Artera, Trace Vyne, and Press Gainey

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