Christina Downs
Columbus,OH
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Solid history balancing team performance, customer service targets and business objectives. Successful in fast-paced, deadline-driven environments to manage goals.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Manager - Patient Access Service
THE OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER
05.2021 - Current
- Oversee the daily activities and staff ensuring accurate data collection, quality customer service, and adequate staffing levels across the shifts and site while balancing budgetary limitations
- Collaborates with other departments to improve throughput, the patient experience, safe patient, and financial outcomes
- Assist in tracking of data that reflects customer satisfaction, QA compliance, productivity, and financial improvement initiatives
- Oversees achievement of department goals for these and other metric areas
- Coordinate annual P3 appraisals, counsel employees, and initiate corrective action as necessary
- Oversees timekeeping and payroll processes
- Participate in the development of new programs and the expansion of new sites and services provided by Patient Access Services
- Assess and revise or write policies and procedures as necessary
- Oversees orientation and training of new employees.
Supervisor - Patient Access Services
THE OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER
12.2017 - 05.2021
- Responsible for hiring, supervising and onboarding Patient Access Coordinators at six Ambulatory Rehabilitation clinics
- Perform monthly scorecard reviews for staff to review metrics that coincide with their yearly Performance Review
- Responsible for staff annual reviews, annual compliance requirements, employee attendance and corrective action
- Manage external rehabilitation certification logs for Outpatient Rehabilitation and Sports Medicine to maintain CMS compliance for therapy services
- Assist with organizing, monitoring and distributing of department workloads (i.e
- Workqueues, patient and authorization requirements)
- Implement quality checks, statistical recordkeeping and other administrative duties
- Assist Ambulatory Rehab Clinic Manager’s with department initiatives, general staff support, denial management and other tasks as needed.
Patient Access Coordinator
THE OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER
11.2012 - 12.2017
- Assist patients with scheduling, billing, financial assistance and other various questions
- Create charts, verify insurance and obtain prior authorizations for patients
- Enter clinical and financial information into IHIS with precision to ensure accuracy
- Manage the Medicare/Medicaid log consisting of about 15 patients on each log and communicate information with physicians and therapists to ensure CMS compliance
- Provide office support through filing, faxing and fulfilling records requests in a timely manner
- Assist at other clinics with very short notice for last minute staff shortages.
Patient Access Services Lead
THE OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER
06.2013 - 01.2017
- Perform all duties of a Patient Revenue Cycle Specialist while serving as staff lead for four locations
- Train and mentor new hires to optimize performance and efficiency
- Manage external rehabilitation certification logs for Outpatient Rehabilitation and Sports Medicine to maintain CMS compliance for therapy services
- Designated as a Super User for Ambulatory Rehab Services
- Duties include attendance at monthly Super User meetings and providing information and staff education of system changes and department specific updates to Outpatient Rehabilitation and Sports Medicine PRCS staff via PowerPoint presentations and one on one education
- Assist with the organization, monitoring and distribution of department workloads (i.e
- Workqueues, patient and authorization requirements)
- Implement quality checks, statistical recordkeeping and other administrative duties
- Serve as a role model for peers while consistently demonstrating the highest level of customer service
- Assisted Patient Access Services Manager for Ambulatory Rehab Services with department initiatives, general staff support, denial management and other tasks as needed
- Provided Lead support for 29 staff across 13 locations while counterpart on leave for an extended period of time
- Average registration accuracy: 98%.
Assistant Box Office Manager
WRIGHT STATE UNIVERSITY NUTTER CENTER
05.2009 - 10.2012
- Managed all student employees in ticket office while monitoring performance
- Provided a high level of service to box office customers, WSU Athletics and other event promoters
- Worked with event promoters to ensure the success of the event and creatively solved any issues
- Acted as liaison between WSU Athletics and the Nutter Center for season ticket and individual game sales
- Handled and processed daily reports, ticket counts, and financial information.
Education
Bachelor of Science -
Wright State University
01.2009
Skills
- Proficient with Microsoft Word, Teams, OneNote, Excel, PowerPoint, IHIS
- Business Administration
- Performance Management and Evaluations
- Policy Implementation
- Staff Development
- Operations Management
- Schedule Preparation
- Staff Training and Development
- Staff Management
- Performance Evaluations
- Customer Service
- Excellent Communication
Certification
- Leadership New Albany Class of 2023
Timeline
Manager - Patient Access Service
THE OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER
05.2021 - Current
Supervisor - Patient Access Services
THE OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER
12.2017 - 05.2021
Patient Access Services Lead
THE OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER
06.2013 - 01.2017
Patient Access Coordinator
THE OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER
11.2012 - 12.2017
Assistant Box Office Manager
WRIGHT STATE UNIVERSITY NUTTER CENTER
05.2009 - 10.2012
Bachelor of Science -
Wright State University
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