April McGraw
Baltimore,MD
Summary
Driven by a passion for excellence, I leveraged my exceptional communication and time management skills at Medstar Franklin Square Hospital to enhance patient access services, achieving significant improvements in workflow efficiency and customer satisfaction. Proficient in Microsoft Office and adept at conflict resolution, my leadership ensured compliance and elevated patient care standards.
Overview
22
22
years of professional experience
Work History
Volunteer
Helping Up Mission Center for Women and Children
2023.02 - Current
- Washed dishes and maintained cleanliness in the kitchen.
- Served meals to clients and supervised meal distribution.
- Answered phones and handled intake calls, providing information and assistance to clients.
- Assisted in cleaning and maintaining the building, ensuring a safe and welcoming environment.
Patient Access Manager (ER)
Medstar Franklin Square Hospital
2016.01 - 2019.09
- Oversight and Supervision: Manage and lead a team of Patient Access Representatives.
Ensure team members receive proper training.
Maintain and improve workflow efficiency.
- Policy and Procedure Implementation: Develop, implement, and enforce policies related to patient access services.
Ensure compliance with HIPAA regulations and other relevant laws.
- Financial Management: Oversee the collection of co-pays, deductibles, and other patient payments.
Coordinate with the billing department on coding and billing procedures.
Monitor the revenue cycle performance and address any financial issues that arise.
- Patient and Staff Relations: Handle patient complaints and concerns about access services.
Work closely with clinical staff to ensure smooth coordination and delivery of patient care.
- Data Analysis and Reporting: Analyze key metrics related to patient access, such as wait times and registration accuracy.
Prepare and present performance reports for hospital administration.
- Compliance and Quality Assurance: Conduct regular audits and quality checks to ensure service standards are maintained.
Senior Patient Access Representative (ER)
Medstar Franklin Square Hospital
2007.02 - 2016.01
- Advanced Patient Registration: Perform complex patient registrations and ensure accurate data entry.
Handle special cases, such as patients with unique or urgent needs.
- Insurance Verification and Coordination: Verify and resolve complex insurance coverage issues.
Obtain pre-authorizations and work with insurance companies on difficult cases.
- Financial Counseling: Provide detailed financial counseling and assist with payment arrangements.
Guide patients through financial assistance programs and options.
- Training and Mentorship: Mentor and train new or less experienced Patient Access Representatives.
Share knowledge and best practices to enhance team performance.
- Problem Resolution: Address and resolve complex patient and billing issues.
Act as a liaison between patients, billing departments, and insurance companies.
- Customer Service Excellence: Deliver exceptional customer service and manage difficult patient interactions.
Ensure patients have a positive experience despite the high-pressure ER environment.
- Documentation and Compliance: Ensure all patient information is accurately documented and compliant with regulations.
Conduct quality checks on documentation and processes.
- Data Analysis and Reporting: Assist in analyzing metrics related to patient access and workflow efficiency.
Contribute to reports and recommend improvements based on data analysis.
- Collaboration and Communication: Collaborate with clinical and administrative staff to improve patient flow and service.
Communicate effectively with all departments to resolve issues and improve processes.
Administrative Medical Clerk
Dankner & Fiergang Eye Associates
2002.03 - 2006.12
- Patient Registration and Scheduling: Registered patients and schedule appointments efficiently.
Design and produce schedules for doctors in the practice.
Maintain and update appointment schedules to ensure accuracy.
- Communication: Answer phones and handle patient inquiries professionally.
Provide information about services, appointment availability, and other patient needs.
- Training and Assistance: Train new staff members on registration procedures and office protocols.
Assist in medical procedures under supervision, as required.
- Billing and Documentation: Prepare and process medical bills for patient services.
Ensure accurate documentation and billing in accordance with practice policies.
- Administrative Support: Manage patient records and ensure they are up-to-date.
Coordinate with healthcare providers and administrative staff to support efficient office operations.
Education
Associate of Applied Science - Substance Abuse Counseling
Baltimore City Community College
Baltimore, MD03.2026
GED -
Maryland High School Diploma
Baltimore, MD01.2001
Skills
- Exceptional skills in both verbal and written communication, with a proven track record in delivering outstanding customer service.
- Highly effective in working independently under pressure, with a strong ability to follow policies and procedures.
- Excellent time management skills and strong attention to detail.
- Familiarity with relevant software or tools, such as Microsoft Office Suite, CRM systems, or industry-specific platforms.
- Ability to manage multiple priorities effectively without compromising quality or accuracy.
- Proficient in managing and resolving conflicts, maintaining a positive and professional atmosphere.
Timeline
Volunteer
Helping Up Mission Center for Women and Children
2023.02 - Current
Patient Access Manager (ER)
Medstar Franklin Square Hospital
2016.01 - 2019.09
Senior Patient Access Representative (ER)
Medstar Franklin Square Hospital
2007.02 - 2016.01
Administrative Medical Clerk
Dankner & Fiergang Eye Associates
2002.03 - 2006.12
Associate of Applied Science - Substance Abuse Counseling
Baltimore City Community College
GED -
Maryland High School Diploma
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