Ann-Michael Lamb, AS, CHAA
8703 Three Notch Rd Louisa,VA
Summary
Dynamic and results-driven professional, with a proven track record at UVA Health. Enhancing operational efficiency and patient satisfaction through exceptional customer service and problem-solving skills. Expert in streamlining processes and fostering teamwork, significantly contributing to the seamless delivery of healthcare services. Demonstrates adaptability and professionalism, ensuring high-quality patient care and support.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Access Assocaite Senior
UVA Health
01.2023 - Current
- Improved office efficiency by managing incoming calls and directing patients to appropriate departments.
- Contributed to revenue growth by accurately verifying insurance information and collecting co-payments from patients upon arrival.
- Maintained a welcoming environment for patients, addressing their concerns with empathy and professionalism.
- Participated in continuous improvement initiatives focused on streamlining access associate workflows and increasing operational efficiency.
- Expedited check-in process by efficiently handling walk-in appointments and emergency situations when necessary.
- Collaborated with clinical staff to coordinate care and address patient needs effectively.
- Streamlined appointment scheduling processes for increased patient satisfaction.
- Enhanced patient experience by providing timely and efficient registration services.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Provided excellent customer service to patients and medical staff.
Account Manager
Monticello Air
12.2022 - 01.2023
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Collaborated with sales team to identify potential upsell opportunities and expand client base.
- Kept detailed records of daily activities through online customer database.
- Recorded accurate and efficient records in customer database.
Access Associate Senior
UVA Health
09.2020 - 12.2022
- Assisted in training new Access Associates, ensuring consistent service standards across the department.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Engaged with patients to provide critical information.
- Responded to inquiries by directing calls to appropriate personnel.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
Referral Authorization Specialist
UVA Health
03.2020 - 08.2020
- Optimized workflow processes through effective communication between departments regarding authorization needs and statuses.
- Supported clinical staff by providing timely updates on the status of prior authorizations for various services.
- Collaborated with healthcare providers to obtain necessary documentation for prior authorization requests.
- Increased accuracy by diligently reviewing and verifying patient eligibility, coverage, and benefits information.
- Demonstrated adaptability with changing insurance requirements, maintaining up-to-date knowledge through continuous education efforts.
Access Assocaite Senior
UVA Health
08.2013 - 03.2020
- Supported billing department efforts by gathering accurate insurance information during the registration process.
- Increased team productivity through effective communication and workflow coordination.
- Verified patient insurance eligibility and entered patient information into system.
- Trained new staff on filing, phone etiquette and other office duties.
- Helped address client complaints through timely corrective actions and appropriate referrals.
Patient Access Associate
UVA Health
11.2011 - 08.2013
- Assisted in maintaining HIPAA compliance by carefully handling sensitive patient information and protecting privacy during interactions.
- Provided exceptional customer service, resolving patient issues promptly and courteously.
- Ensured accurate patient information, maintaining a high degree of data integrity within the system.
Assistant Office Manager/Pedorthist
Diabetic Comfort Shoes
06.2001 - 11.2011
- Managed daily operations, ensuring timely completion of tasks and maintaining a well-organized work environment.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Created and updated records and files to maintain document compliance.
- Maintained inventory of office supplies, proactively restocking materials when needed to minimize downtime due to shortages.
- Insurance Billing to Medicare and Supplemental policies
- Foot examinations for patient care
- Measuring and fitting of Diabetic Shoes and orthotics
Education
Associate of Science - Business Administration/Management
National College of Business And Technology
Charlottesville08.2004
High School Diploma -
Albemarle High School
Charlottesville, VA08.2001
Skills
- Customer Service
- Problem-Solving
- Multitasking and Organization
- Teamwork and Collaboration
- Punctual and Hardworking
- Attention to Detail
- Calm and Effective Under Pressure
- Decision-Making
- Adaptability and Flexibility
- Resolving Problems
- Patient documentation
- Communicating to Patients and Families
Certification
CHAA
Timeline
Access Assocaite Senior
UVA Health
01.2023 - Current
Account Manager
Monticello Air
12.2022 - 01.2023
Access Associate Senior
UVA Health
09.2020 - 12.2022
Referral Authorization Specialist
UVA Health
03.2020 - 08.2020
Access Assocaite Senior
UVA Health
08.2013 - 03.2020
Patient Access Associate
UVA Health
11.2011 - 08.2013
Assistant Office Manager/Pedorthist
Diabetic Comfort Shoes
06.2001 - 11.2011
Associate of Science - Business Administration/Management
National College of Business And Technology
High School Diploma -
Albemarle High School