Anna Amador
Summary
- Dedicated, self-motivated with demonstrated ability to continually learn and evolve
- Demonstrated ability to support and implement project roll outs
- Passionate about staff development, have helped prepare 20+ employees for external/internal promotions
- Demonstrated ability to lead groups thru change
Overview
26
26
years of professional experience
Work History
Patient Access Manager-Boise Hospital
St. Luke's Health System
Boise, ID
11.2014 - Current
- Responsible for oversight of department operations of 20 Outpatient staff and 20 Emergency room staff
- Set priorities and direction to achieve department performance standards and key metrics through direct reports and stakeholder engagement
- Successful in registering 242, 660 patients or +6.8% compared to FY17
- Increased POS collections to 37% average, collected $1,255,433, goal being $1,200,000
- Provide operational leadership and direction to two department supervisors and 4 leads, encouraging staff/leader relationships
- Lead a team of Patient Access professionals by identifying talent and providing performance and development opportunities
- Review and maintain department policies and procedures and provide recommendations for needed updates
- Maintain operational budget by monitoring overall department expenses
- Manage productivity while maintaining appropriate staffing levels
- In collaboration with other leaders, implemented new reporting method for FY18 to capture monthly patient volumes more accurately
- Oversee Guest Services staff, ensuring patients, families and guests receive an exceptional experience while at St. Luke's
- Serve as an Interim supervisor with the purpose of providing direct employee support in the absence of department supervisor
- Hire and select qualified candidates to join our team and complete onboarding plans
Patient Access Supervisor-Boise Hospital
St. Luke's Health System
Boise, ID
10.2012 - 11.2014
- Responsible for oversight of 42 direct reports between Boise Campus Registration and Emergency Room Registration
- Training: support and develop training processes to optimize learning; provide development opportunities to qualified employees such as preceptor training and other programs
- Facilitate and implement process improvement plans
- Step in to assist registration areas in peak schedule times or support team for unplanned absences
- Assist with department budget by monitoring department operating expenses
- Manage schedules, employee time off request, and time card processing
- Complete employee performance evaluations, provide coaching opportunities when errors are made
- Hire and select qualified candidates to join our team and complete onboarding plans
- Rotate 24/7 on-call shifts with supervisor counterparts to provide assistance to team during non-business hours
Patient Access Supervisor-Eagle Urgent Care
St. Luke's Health System
Eagle, ID
04.2008 - 10.2012
- Responsible for overseeing 25 direct reports, including PBX operators located in Boise
- Facilitated and implement process improvement
- Provide staff with on the floor support by assisting with registration of patients and open shift coverage
- Assist with department budget by monitoring operating expenses
- Manage schedules, employee time off requests, and time card processing
- Handle patient escalations
- Complete employee performance evaluations, provide coaching opportunities when errors are made
- Hire and select qualified candidates to join our team and complete onboarding plans
- Rotated 24/7 on-call schedule to be available to staff
Patient Business Associate-Meridian Medical Center
St. Luke's Health System
Meridian, ID
02.2007 - 04.2008
- Collected required registration data including demographic and insurance information and enter it into hospital computer database
- Process physician's orders and route patients for services
- Obtain, complete and explain appropriate forms based on patient's needs
- Interpret Spanish/English at an intermediate level for the purpose of registering patients that are Spanish speaking
- Learn about productivity measures to include how to manage conflicting priorities, support patients that arrive after scheduled time, and work with internal departments with high patient traffic
- Cross trained in the Emergency Department
- Overall average of 90% in Quality Improvement
Child Care Provider
Self Employed
Boise, ID
04.2006 - 02.2007
Bilingual Customer Service Representative
Capital One
Boise, ID
11.2000 - 01.2006
Sales Representative-Men's Furnishings
Macy's
Boise, ID
06.2000 - 11.2000
Education
General studies
Cibola High School
Additional Training and Certifications
- Spanish interpretation course
- Effective Communication
- Conflict and communication
- Coaching for Performance
- Maintaining Positive Employee Relations
- Understanding Leadership Styles
Timeline
Patient Access Manager-Boise Hospital
St. Luke's Health System
11.2014 - Current
Patient Access Supervisor-Boise Hospital
St. Luke's Health System
10.2012 - 11.2014
Patient Access Supervisor-Eagle Urgent Care
St. Luke's Health System
04.2008 - 10.2012
Patient Business Associate-Meridian Medical Center
St. Luke's Health System
02.2007 - 04.2008
Child Care Provider
Self Employed
04.2006 - 02.2007
Bilingual Customer Service Representative
Capital One
11.2000 - 01.2006
Sales Representative-Men's Furnishings
Macy's
06.2000 - 11.2000
General studies
Cibola High School