Patient Access & Operations Leader
Resume:
Nicole Brumley
Memphis, Mi *****
**********@*****.***
EXPERIENCE
Option Care Health, remote — Patient Access Specialist 01/2024-01/2026
● Assigned sites with new referral and active patients for onboarding of ChronicTherapy (infusion therapy)
● Engaged with patients, referral sources, CAE/CPL team, nursing team and pharmacy team to ensure a smooth transition for infusion therapy
● Worked reports to ensure the team meets weekly, monthly metrics
● Assisted team with their own boards on Reference Point System
● Followed all processed to ensure the patient’s onboarding experience was pleasant
● Set up patient with drug copay assistance programs, foundations or financial assistance to help with patient’s insurance copays and deductibles
● Set up free drug programs for patients who either has no insurance or have no insurance coverage for infusion therapy
● Secure payment plans or single payments
● Trained and mentored new employees in the patient access department, answered questions and provided insight on patient services
Harmony Cares-Troy, MI & Remote-Patient Access & Customer Service Manager
04/201*-**-****
● Directed and led patient access team in daily operations and managed over 20 employees on four different teams: Patient Access Registration, Customer Service, Benefit Verification and Authorization team
● Developed, recommended and overseen implementation of administration of policies and procedures for maintaining compliance with guidelines relating to HIPPAA, benefits administration and general liability
● Provided root cause analysis and implemented action plans to significantly improve workflow
● Evaluated processes and procedures, coordinated with the management team to direct patient processing
● Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity
● Trained and mentored new employees in the registration department, answered questions and provided insight on patient service for primary care MD home visits
● Developed highly effective communication, interpersonal and SKILLS
Process Improvement
Effective Workflow
Management
Personnel training &
development
Conflict resolution
techniques
Exceptional face to
face or phone etiquette
Interdepartmental
collaboration
Staff training
MS Office & Excel
expertise
Time management
Staff Management
Administration
support
New Hire experience
Skilled trainer
Training on programs
Performance tracking
& evaluations
Quality assurance
controls
Verbal & written
communication
Positive feedback
skillset
Call Center strategy
Employee
performance reviews
.
active listening skills, which were used for interaction with people of all different backgrounds and culture
● Directed daily huddles for updates on processes and new implementations to ensure the best care for our patients
● Bi annual & yearly evaluations process
● Monitored and inspected staff personnel changes to job positions
● Recruited, hired and trained staff, providing direct supervision, ongoing staff development and continuing education for employees
● Spearheaded and implemented new projects to expand the scope of engagement
Ascension Health - Detroit and Macomb locations-
Emergency room, Ambulatory Patient Access Supervisor 04/2004-03/2017
● Trained and regularly mentored associates on performance oriented strategies and customer service techniques
● Followed through with client requestis to resolve issues
● Supervised employees and assessed performance to determine training needs and define accurate plans for decreasing process lags
● Resolved customer complaints while prioritizing customer satisfaction and loyalty
● Took ownership of customer issues and followed through to a resolution
● Directed daily huddles with employees on updates and process improvements
● Reviewed and improved processes with operations and business management to resolve issues and to improve company outcomes
● Assumed ownership over team productivity and managed workflow to meet or exceed quality service goals
EDUCATION
Center Line High School, Center Line, MI-High school diploma
Graduated 06/1988
General Studies
Macomb Community College-Warren & Macomb, MI —
Certified EMS & General Studies
1990-1995
CERTIFICATIONS
● APEX 4-DAY LEADERSHIP COURSE
● LEADERSHIP CHALLENGE WORKSHOP
● OUTWARD MINDSET WORKSHOP
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