World Health Organization
Anitra Starks
Boardman,OH
Summary
Dedicated administrative professional with successful experience in fast-paced work environment. Hardworking team player with expertise in completing various revenue cycle tasks and offering support across hospitals systems. Responsible, punctual, and productive professional when working with little to no supervision. Goal-driven Healthcare Administration professional well-versed in recruiting, training, and managing employees to provide exceptional patient access services. Highly organized and hardworking with excellent planning and program management skills.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Patient Experience Manager
Cleveland Clinic
03.2023 - Current
- Developed and executed patient experience initiatives, resulting in improved overall hospital ratings by 30%
- Established protocols for timely response to patient complaints, effectively resolving issues and minimizing negative impact on satisfaction scores.
- Created educational materials outlining best practices in delivering outstanding patient experiences that were widely adopted across organization.
- Enhanced patient satisfaction by implementing effective communication strategies and addressing concerns promptly.
- Led regular team meetings of 50 + employees, to review performance metrics, discuss challenges, and develop strategies for continuous improvement in patient experience domain.
- Spearheaded initiatives focused on empathic communication, creating more humanistic approach to healthcare interactions; developed training modules and workshops for staff members at all levels.
- Developed partnerships with community organizations to enhance resources available to support diverse populations seeking medical care or assistance navigating complex health systems more efficiently.
- Collaborated with interdisciplinary teams to ensure consistent delivery of high-quality care and positive patient experience.
- Served as liaison between patients, families, and healthcare providers, ensuring seamless coordination of services and optimal support throughout patients care journey.
- Implemented process improvements within clinical areas, enhancing operational efficiency while maintaining exceptional standards of care.
- Analyzed patient feedback data to identify areas for improvement and implemented targeted interventions for better outcomes.
- Evaluated existing processes through rigorous audits from both internal sources as well as external accrediting agencies; identified inefficiencies without compromising quality service provision or regulatory compliance requirements.
- Conducted root cause analyses on negative feedback incidents, identifying key drivers behind dissatisfaction and devising targeted interventions to address them proactively moving forward.
- Facilitated open forums to engage patients'' perspectives on their experiences at facility, driving meaningful change based on their input.
Director of Admissions and Central Scheduling
Sharon Regional Medical Center
10.2017 - 01.2023
- Oversaw budget management for 25+ admissions department, utilizing resources effectively while maintaining fiscal responsibility.
- Implemented data-driven decision-making strategies to optimize recruitment tactics and improve overall results.
- Led training sessions for staff on best practices in admissions processes, enhancing consistency among team members.
- Mentored and provided professional development opportunities for admission staff, leading to enhanced performance and personal growth within team.
- Cross-trained existing employees to maximize team agility and performance
- Maximized performance by monitoring daily activities and mentoring team members
- Applied customer feedback to develop process improvements and support long-term business needs
- Evaluated employees' strengths and assigned tasks based upon experience and training
- Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands
- Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals
- Evaluated report data to proactively adjust and enhance operations
- Directed staff and managed annual capital budget
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste
- Applied performance data to evaluate and improve operations, target current business conditions and forecast needs
- Compiled data highlighting key metrics to report information, determine trends and identify methods for improving store results
- Prepared and recommended long-range plans for development of department personnel
- Propelled continuous improvements and strategically capitalized on current market trends.
Patient Access Director
Sharon Regional Medical Center
10.2017 - 01.2023
- Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability
- Communicated with patients, ensuring that medical information was kept private
- Direct day-to-day administrative and operational functions 225-bed facility, providing guidance and leadership to over 50 employees across more than 4 departments
- Implemented successful healthcare program through professionalism, quality of care, medical teaching, and patient satisfaction
- Created customized care plans, working with hospital staff and families to assess and meet individual needs
- Assessed Key performance indicators and Revenue Cycle metrics and adjusted operational plans to uphold quality standards
- Redesigned workflow processes for patient access and back-office, resulting in reduction of staffing costs by 30% system-wide
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Created a metrics-driven approach for tracking departmental performance against established benchmarks, driving continuous improvement in key areas.
- Improved patient satisfaction by streamlining registration processes and reducing wait times by 50%.
Patient Access Manager
Children Hospital of King Daughters
11.2014 - 02.2017
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services
- Educated all registration staff personnel regarding updates and changes to job positions
- Researched and implemented new Medicaid plans, which helped to reduce number of denials by 40%
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability
- Direct day-to-day administrative and operational functions for 205-bed facility, providing guidance and leadership to over 60 employees across more than 3 departments
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all staff
- Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation to board of directors
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays
- Increased patient satisfaction scores by 40% within 6-month time period
- Utilizing Press Ganey reviews.
Patient Access Manager
Sheltering Arms Hospital
07.2000 - 07.2014
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability
- Communicated with patients, ensuring that medical information was kept private
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations
- Supervised team of 50 patient access team members
- Organized and facilitated 2 department head meetings weekly, discussing current census, admissions and discharges and residents' Medicaid applications
- Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays
- Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation to CFO
- Spearheaded and implemented new projects to expand scope of engagement.
Referral Coordinator
Virginia Commonwealth University Health System
06.1993 - 07.2000
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process
- Scheduled appointments with specialists on behalf of clients
- Called insurance companies to get precertification and other benefits information on behalf of patients
- Weighed patient need, provider availability and insurance coverage to determine optimal scheduling
- Completed up 25-50 referral requests each day for medical provider of specialty services
- Coordinated with medical staff and patients to find cost-effective options for services.
Education
Bachelor of Science - Health Administration
09.2024
Medical Assistant Certification - Medical Assistant
05.1991
High School Diploma -
06.1989
Skills
- Revenue Cycle Management
- Utilization Management
- Logistics Project Management
- Call Center Management
- Denial management
- MEDITECH / EPIC/CERNER EHR Software
- Nextgen/Next MD
- Proficient in Microsoft applications, Word, Excel, and PowerPoint
- Smartsheet
- Effective written and verbal communication
- Effective problem solving
Certification
Certified Revenue Cycle Representative (CRCR)
Interests
NAHAM
Very involved in educating our elderly population on their healthcare opportunities
During my career I have seen how our elder generation is struggling to get the healthcare they need, or even know what opportunities they have available to afford the care they can receive. I dedicate myself on ensuring I give whomever I can that education.
Timeline
Patient Experience Manager - Cleveland Clinic
03.2023 - Current
Director of Admissions and Central Scheduling - Sharon Regional Medical Center
10.2017 - 01.2023
Patient Access Director - Sharon Regional Medical Center
10.2017 - 01.2023
Patient Access Manager - Children Hospital of King Daughters
11.2014 - 02.2017
Patient Access Manager - Sheltering Arms Hospital
07.2000 - 07.2014
Referral Coordinator - Virginia Commonwealth University Health System
06.1993 - 07.2000
Southern New Hampshire University - Bachelor of Science, Health Administration
Kee Business College - Medical Assistant Certification, Medical Assistant
Jamaica High School - High School Diploma,