Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

April Hagen-Enos

Altoona,IA

Summary

Dynamic professional with extensive experience in managing customer interactions and swiftly resolving issues. Expertise in leveraging effective communication and empathy to cultivate strong relationships, ensuring a positive customer experience. Proven history of maintaining high levels of customer satisfaction while fostering loyalty through attentive service and proactive problem-solving. Committed to enhancing customer engagement and driving business success through dedicated support and relationship management.

Overview

16
16
years of professional experience

Work History

PATIENT ACCESS MANAGER

Trinity Health
05.2022 - 09.2025
  • Supervise daily operations of the Patient Access department, including scheduling, registration, insurance verification, and financial clearance.
  • Lead, coach, and mentor supervisors, team leads, and Patient Access Representatives to meet department and Trinity Health goals.
  • Promote and model Trinity’s culture, mission, and core values in all interactions.
  • Oversee staff performance management, including evaluations, corrective actions, and recognition programs.
  • Support employee engagement, fostering a positive, collaborative team environment.
  • Ensure timely and accurate patient registration and financial clearance to support smooth patient flow.
  • Monitor productivity, accuracy, and quality metrics to meet or exceed departmental benchmarks.
  • Ensure compliance with Trinity Health policies, procedures, and regulatory standards.
  • Implement best practices to reduce registration errors, claim denials, and patient delays.
  • Coordinate staffing and scheduling to maintain adequate coverage across shifts and locations.
  • Maintain high standards of customer service, ensuring patients and families are treated with respect, compassion, and professionalism.
  • Address and resolve patient concerns or escalated service issues.
  • Partner with clinical and operational leaders to improve patient access and satisfaction.
  • Support implementation and optimization of Epic or other electronic health record (EHR) systems.
  • Identify opportunities for workflow improvements to enhance efficiency and accuracy.
  • Lead and support departmental initiatives during Epic go-lives, upgrades, or system changes.
  • Ensure team members are properly trained on EHR, financial systems, and Trinity workflows.

PATIENT ACCESS REPRESENTATIVE I

Conifer Health Solutions
11.2019 - 03.2021
  • Greet patients in ER or OB departments upon arrival
  • Register patients for their visit
  • Collect all demographics and insurance information to ensure system is up to date
  • Advise patients of financial, legal and HIPPA rights as well as obtain consent forms
  • Bed patients who come from the ER or outside facilities
  • Updates systems with discharge information
  • Print wrist bands for all patients coming to facility to be seen
  • Print baby bands for the OB department
  • Assist nursing staff with any records needed for patients to help in their treatment

OUTPATIENT TESTING COORDINATOR

Iowa Ortho
06.2018 - 03.2020
  • Schedules all procedures for the lowa Ortho Physicians including MRl's and CT's.
  • Obtain/assist with acquiring all certification numbers necessary for all insurance carriers and record in the patient's chart.
  • Coordinate with patients to ensure that all history and tests have been completed and are in their possession on time.
  • Call representatives for testing as needed for each case.
  • Document all information in the patient's chart.
  • Handle incoming calls from physicians, patients and hospitals in a timely manner.
  • Track all scheduled tests and ensure accuracy on any notes in the patient's charts.

ADMINISTRATIVE ASSISTANT

UnityPoint Health at Home
06.2017 - 04.2018
  • General, Routine Administrative Support to UnityPoint at Home as well as Corporate.
  • Prepares a variety of reports, communication, forms, memos, projects and presentations.
  • Arranges and schedules a variety of meetings, notifying participants, preparing meeting materials or equipment based on meeting needs.
  • Make travel arrangements for employees including car rental, hotel or flight reservations.
  • Manage/balance Petty Cash and as well as handle bank orders and deposits.
  • Set up and train staff on electronic devices such as iPhones and Hot Spots.
  • Make or replace employee badges using Pinnacle software.
  • Review and update current processes documents.
  • Point person for greeting internal and external customers to our building as well as patients.

CI, PAYROLL TECH II & EIDC ASSISTANT

Des Moines Public Schools
11.2014 - 05.2017
  • Responsible for identifying processes that need improvements based on the LEAN Methodology
  • Tracked projects for the department and help teammates when needed to eliminate waste in the current state of a process
  • Process payroll semi-monthly for the district
  • Maintain employee assignment records including entering new hires, transfers and resigns in BusinessPlus
  • Adding and removing leave balances in NovaTime
  • Adding or updating schedules and timesheets in NovaTime
  • Distribute and retain Federal Funding letters three times per year via Formsite
  • Assist with textbook and technology inventory throughout the district

GOVERNMENT FOLLOW UP REP/CUSTOMER SERVICE CALL CEN

UnityPoint Health - Des Moines
10.2009 - 11.2014
  • Reviewing patient accounts with unpaid Medicaid balances and bringing resolutions to them
  • Reviewed claims and contacted providers to make changes and re-bill
  • I acted as liaison between Meridian Health and the UnityPoint Medicaid billing office to help resolve claim disputes
  • Worked on additional projects as assigned
  • Answering approximately 95-115 incoming calls from patients regarding outstanding balances
  • Taking payments over the phone
  • Set up payment arrangements
  • Rebilling outstanding claims
  • Meet with walk-in patients to resolve issues

Education

High School Diploma -

Lincoln High School
Des Moines, IA

No Degree -

Mercy College of Health Sciences
Des Moines, IA

Skills

  • Effective written and verbal communication
  • HIPAA compliance
  • Team management
  • 5S workplace organization
  • EPIC Applications
  • Medical Terminology
  • Effective leadership
  • Microsoft Office

Languages

English
Full Professional

Timeline

PATIENT ACCESS MANAGER

Trinity Health
05.2022 - 09.2025

PATIENT ACCESS REPRESENTATIVE I

Conifer Health Solutions
11.2019 - 03.2021

OUTPATIENT TESTING COORDINATOR

Iowa Ortho
06.2018 - 03.2020

ADMINISTRATIVE ASSISTANT

UnityPoint Health at Home
06.2017 - 04.2018

CI, PAYROLL TECH II & EIDC ASSISTANT

Des Moines Public Schools
11.2014 - 05.2017

GOVERNMENT FOLLOW UP REP/CUSTOMER SERVICE CALL CEN

UnityPoint Health - Des Moines
10.2009 - 11.2014

High School Diploma -

Lincoln High School

No Degree -

Mercy College of Health Sciences

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