Leadership, management, customer service, hospitality
Resume:
Joanne Petsas-Bell
**** ***** **. *********, ** *2503
*******.****@*****.***
PROFILE
Customer-focused professional with 35+ years of leadership in healthcare revenue cycle and patient access, complemented by recent success as a SkyWest Airlines Flight Attendant. Recognized for delivering exceptional customer service, maintaining the highest safety standards, and earning outstanding passenger, pilot, and crew feedback. Known for professionalism, conflict resolution, teamwork, and creating positive customer experiences. Seeking to transition to a mainline airline where extensive leadership experience and a passion for service can contribute to an exceptional onboard experience.
SOFTWARE EXPERIENCE
Proficient in Microsoft Word, Works, Excel, Lawson, Citrix, Meditech, SharePoint, Pheesia, VisiQuate, Instamed, EPIC, Sunrise, MS4, Kronos, STAR, Passport, and Cirius Programs.
PROFESSIONAL EXPERIENCE
SkyWest Airlines Flight Attendant August 28, 2025 – August 1, 2026
• Delivered exceptional onboard customer service while ensuring passenger safety and full FAA and company compliance.
• Earned consistently outstanding passenger satisfaction feedback.
• Recognized by captains, first officers, and fellow flight attendants for professionalism, teamwork, and dependability.
• Effectively managed onboard concerns with empathy, composure, and sound judgment.
• Maintained a welcoming, safety-focused cabin environment while representing the SkyWest brand.
CHOC Hospital Manager of Admitting Services March 2019 – October 1, 2025
Manager of Admitting Services
Managed the Admitting, Financial Counseling and Front Lobby Team of thirty-five (35) people. Managed scheduling staff, processing PTO requests and back filling sick calls 24/7. Completing timecards in KRONOS. Balancing the department budget. Successfully interviewed, hired, and coordinated the training of fresh staff members. Conduct weekly huddles to ensure current processes and goals are being met. Kept our AR days and denials below industry standards.
UCSF Benioff Children’s Hospital Oakland 1/2016 to 3/2019
Patient Access Manager
Managed the Admitting, Emergency Registration, Surgery Registration, Financial Counselors and Utilization Management Team. Scheduling staff, processing PTO requests and back filling sick calls 24/7. Completing timecards in KRONOS. Balancing the department budget. Successfully interviewed, hired, and coordinated the training of new staff members. Experienced in running a union shop and knowledgeable in interpreting union contracts. Kept our AR days and denials below industry standards.
Kaiser Permanente, San Francisco, California contractor 10/2015 to 12/2015
Admitting Supervisor / Agency Position
Supervised a staff of 12 Admission Clerks. Responsible for the processing and approval of timecards and vacation requests. Provided firsthand support to ensure timely processing of patients. Attended daily management meetings and reported back to the Revenue Cycle Manager and Director. Created monthly schedules for the department according to hospital guidelines and union contracts. Back filled positions and shifts as needed due to sick calls and patient volumes. On-call 24/7 to ensure we had constant, consistent coverage. Processed vacation and PTO request.
John Muir Hospital, Walnut Creek, California contractor 1/2015 to 5/2015
Supervisor of Customer Service and Self Pay / Agency Position
Supervised a staff of twelve (12) union employees that included Customer Service, Phone Representatives, Vendor Liaisons, Patient Concern Liaisons, and the Mail Processing Specialists. Responsible for the processing and approval of timecards and vacation requests. Wrote Annual Evaluations and Quality Assessment reviews for the staff. Also, reviewed and approved Financial Assistance Applications and Payment Plan Requests, as well as being responsible for the weekly, monthly, and yearly production reporting.
Alameda Hospital, Alameda, California contractor 3/2014 to 9/2014
Patient Access and Admitting Supervisor
Supervised a staff of 27 involving the following Departments: Admitting, ER Registration, Financial Counseling, Cashier, and PBX. Responsibilities included running the monthly staff meetings, timecards, and updating Policy & Procedures. Managed all interviewing, hiring, and development of new hires for our team. Created monthly schedules for the department according to hospital guidelines and union contracts. Back filled positions and shifts as needed due to sick calls and patient volumes for three departments. On-call 24/7 to ensure we had constant, consistent coverage. Processed vacation and PTO request. Wrote Quality Assessment Reviews and Annual Evaluations for my Staff. Reviewed and approved payment plans, and Financial Assistance applications, as well as resolving Patient billing disputes. Worked to maintain open communication and dialog with all Departments for efficiency in the processing of our Patients. A Merger took place during a period of April to September of 2014: I was actively involved in the transition of Alameda Hospital merging with Alameda Health System.
Sutter Health System 9/1989 to 3/2014
Sutter Health, West Bay Region, Concord, California
(Department Closed)
Patient Accounting Department Supervisor - 12/2012 to 3/2014
Oversaw the Patient Accounting Department which included seven (7) Hospitals and a staff of approximately twenty (20) employees. Our department was the Call Center for the region, and we processed the self pay Patient bills, as well as handling all patient concerns and/or complaints. Managed the staff’s timecards. Created monthly schedules for the department according to hospital guidelines and union contracts. Back filled positions and shifts as needed due to sick calls and patient volumes. On-call 24/7 to ensure we had constant, consistent coverage. Processed vacation and PTO request.
Data tracking and compiling numerous reports to track trends and productivity. Responsible for approving payment plans and financial assistance applications, and the resolving of patient billing disputes.
Sutter Health, East Bay Region, Oakland, California
(Department Closed)
Patient Advocate - 10/2010 to 11/2012
Processed patient concerns/complaints for Alta Bates Summit Medical Center, Herrick Hospital, Eden Medical Center, and Sutter Delta Medical Center. The position also backed up the Customer Service Representatives that assisted with patients that came in directly to discuss their bills.
Sutter Delta Medical Center, Antioch, California
Lead Patient Accounting Representative - 08/2003 to 10/2010
Duties included:
Timecard processing, Conducting department meetings. Proficient in all positions within the department so that I could assist and back up staff when needed. Managed the Charity Care and Collection Accounts. Processed and resolved patient complaints with the Quality Management Department. Cash posting, commercial and government billing, completing TAR’s, and researching EOB’s.
Sutter Delta Medical Center, Antioch, California
Emergency Department Customer Service Representative - 05/2002 to 08/2003
Managed the assessment of urgency regarding the patients that arrived, and communicated that to the nursing staff, as well as, keeping the patients informed as they waited to be seen. Editor for the E/R Beat Department newspaper and chairman for the ER Customer Service Excellence committee.
Sutter Delta Medical Center, Antioch, California
Registration Clerk and Lead Registration Clerk - 05/2000 to 05/2002
Worked in Admitting as well as the Emergency Department registering patients, copying and breaking down charts, verifying insurance, assisting patients to ensure quality care, calculating timecards, drafting schedules for the Registration Department, and troubleshooting patient complaints.
John Muir Mt. Diablo Medical Center, Concord, California 05/1992 to 04/2002
Admissions Clerk
Registered patients in both the Emergency and Admitting Departments. Copied and broke down charts, pre-registered patients, opened and closed the Admitting Department.
Sutter Delta Medical Center, Antioch, California 09/1989 to 05/1992
E/R Registration Clerk
Register patients as they arrived and processed registration charts.
EDUCATION
Delivered exceptional customer service and ensured passenger safety while maintaining FAA and company standards. Earned consistently positive passenger satisfaction feedback along with recognition and commendations from fellow flight attendants and flight deck crews for professionalism, teamwork, and service excellence. Seeking to transition to a mainline carrier to continue delivering outstanding customer experiences and expand career opportunities.
Los Medanos College, Pittsburg, California 1986 to 1988
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