CHRISTINA SULLIVAN
Trussville,USA
Summary
Knowledgeable healthcare manager with proven ability to streamline patient access processes and enhance patient satisfaction. Managed complex healthcare environments, implementing efficient procedures and fostering a collaborative team atmosphere. Plan and implement strategies to meet organizational objectives. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of healthcare management and performance metrics. Recognized for staff development leading to high performing teams.
Overview
17
17
years of professional experience
Work History
PATIENT ACCESS MANAGER II
Conifer Health Solutions
08.2022 - Current
- Company Overview: Princeton Baptist Medical Center, Birmingham, AL, USA
- Spearheaded the administrative and fiscal activities of the Patient Access Department at Princeton Baptist Medical Center and the Baptist Health Imaging Center in Hoover.
- Managed a staff of 39 employees and a multi-level leadership team.
- Streamlined patient registration processes to enhance efficiency and improve patient experience.
- Collaborated with the Central Business Office regarding revenue cycle management and handled analyses of claims denials.
- Drove KPI performance through account auditing and QA reporting.
- Provides daily oversight of staff performance and productivity with a focus on excellent customer service, error-free registration, accurate insurance verification, pre-certification, and POS collections.
- Ensured departmental practices met all state and federal regulations with a focus on HIPAA compliance and patient and staff safety.
- Knowledgeable of CMS regulations and commercial billing and coding changes.
- Completed root causes analyses of departmental deficiencies; strategic planning, development and implementation of new policies and procedures to optimize and streamline performance.
- Ensured excellent patient experience through mapping, tracking and Press Ganey platforms.
- Implemented new digital platforms to automate workflows.
- Monitors schedulers via InContact call system; track Scheduling KPIs, such as abandon rates, wait times, and call times.
- Oversaw the HR management of staff including staffing, payroll, conflict management, annual performance evaluations and minimization of overtime.
- Improved POS collections by 35% after only one year.
- Non-financial QA scores improved from 53% to 89%.
- Developed training programs for staff, improving onboarding effectiveness and reducing errors in patient data entry.
- Analyzed patient access metrics to identify trends and recommend strategic improvements for operational workflows.
- Fostered relationships with insurance providers to expedite authorizations and reduce delays in patient care services.
- Oversaw scheduling systems, optimizing appointment availability and enhancing overall patient flow within the facility.
- Mentored junior staff on best practices for managing complex patient inquiries, promoting a culture of excellence in service delivery.
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
- Educated all registration staff personnel regarding updates and changes to job positions.
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Collaborated with clinical teams to ensure seamless patient transitions between departments, improving overall care quality.
- Spearheaded initiatives aimed at reducing denials due to eligibility or authorization issues through proactive payer outreach and improved documentation processes.
- Enhanced staff productivity by providing comprehensive training on patient access procedures and best practices.
- Developed comprehensive onboarding programs for new hires, setting them up for success in their roles and ensuring a seamless transition into the organization.
- Improved patient satisfaction by streamlining registration processes and implementing efficient scheduling systems.
- Implemented customer service training programs that led to increased employee satisfaction and a reduction in patient complaints.
- Reduced wait times for patients with effective resource management and staff allocation strategies.
- Ensured compliance with federal, state, and local regulations pertaining to privacy laws and medical record documentation requirements within the Patient Access department.
- Fostered an inclusive work environment by promoting open communication channels and encouraging collaboration among team members.
- Collaborated with cross-functional teams to address challenges related to patient access operations, fostering an environment of continuous improvement and innovation.
- Conducted regular performance evaluations of team members, identifying areas for improvement and providing constructive feedback for professional growth.
- Championed efforts focused on enhancing patient engagement through personalized interactions during registration, appointment scheduling, and financial counseling sessions.
- Evaluated workflow efficiency regularly, implementing process improvements as needed to meet changing demands on the healthcare system effectively.
- Created standard operating procedures for all Patient Access functions, ensuring consistency in service delivery across multiple departments.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Spearheaded and implemented new projects to expand scope of engagement.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Led cross-functional teams to implement new access protocols, ensuring compliance with healthcare regulations.
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
PRACTICE SUPERVISOR
Precision Sports Medicine and Orthopedics
12.2021 - 08.2022
- Company Overview: Tenet Health, Vestavia, AL, USA
- Managed clinic operations, ensured efficient front office performance, patient access.
- Assisted the Practice Administrator in overall practice performance.
- Monitored new patient appointments, referrals, care coordination.
- Managed all surgery scheduling, surgery billing and coding, surgery coordination.
- Handled all charge corrections, coding corrections, timely responses to claims denials.
- Monitored performance goals through reporting and auditing of KPIs.
- Ensured optimal customer service, patient flow, maximized physician performance.
- Ensured that insurance verifications, pre authorizations were performed.
- Ensured Tenet Health policies and procedures were adhered to.
- Handled all HR related duties, including recruitment, payroll, timecards, and conflict resolution.
- Supervised daily operations, ensuring efficient patient flow and satisfaction.
- Implemented process improvements, enhancing team productivity and service delivery.
- Trained and mentored staff on best practices in patient care and administrative procedures.
- Coordinated scheduling and resource allocation to optimize clinic performance.
- Developed training materials to support staff development and compliance with protocols.
MANAGER, ADMINISTRATION, CREDENTIALING, & SURGICAL RETINA FELLOWSHIP [EDUCATION AND RESEARCH] PROGRAM
Retina Specialists of Alabama, LLC
04.2008 - 12.2021
- Company Overview: Birmingham, AL, USA
- Managed daily administrative functions of a private retina practice.
- Facilitated physician recruitment program and drafted employment contracts; completed Visa application process for foreign medical graduates.
- Managed physician schedule templates, managed clinic and call schedules.
- Oversaw hospital credentialing, state licensing and DEA certification for practice, providers and the retina fellows.
- Directed all aspects of the two-year, surgical retina fellowship program in compliance with the AUPO FCC, SF Match.
- Ensured strict adherence to regulatory compliance related to private specialty medicine and post-graduate education programs.
- Provided oversight of the teaching agreement with the UAB Department of Medicine and the UAB Department of Ophthalmology Residency Program.
- Organized all fellows' meetings and conferences; maintained accreditation through the UAB School of Medicine.
- Coordinated all research projects and didactic components of the program.
- Managed all aspects of research projects including all clinical trials, clinical research studies including those in conjunction with the UAB Department of Ophthalmology Residency Program including IRBs, grant writing; grants submitted to the NEI and NIH.
- Assisted the PI with editing manuscripts for journal submission and ensured that all studies were conducted as per regulations and study compliance.
- Certified in Observational Research Protocols through CITI Program, as well as Human Subjects Research and Good Clinical Practices.
- Maintained data integrity, analyzed, and organized data for study inclusion and exclusion.
- Coordinated more than 30 retinal clinical research studies, some of which lasted more than 10 years.
- Proudly edited and oversaw the submission of more than 45 articles for publication in peer-reviewed ophthalmic journals and edited surgical footage for publication.
- Grant writing - completed NIH/NEI grant submissions for clinical trials.
- Led cross-functional teams to enhance operational efficiency and streamline processes.
- Developed strategic initiatives to drive team performance and optimize resource allocation.
- Implemented performance metrics to assess productivity and identify improvement areas.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
Education
MASTER'S DEGREE - HEALTHCARE ADMINISTRATION, Specialization in Population Health
Colorado State University Global
Aurora, CO01.2023
BACHELOR OF SCIENCE - BUSINESS MANAGEMENT & HEALTHCARE MANAGEMENT
Huntingdon College
Montgomery, AL01.2020
Skills
- Healthcare management expertise
- Patient Access Management
- Healthcare practice management
- Lean Six Sigma expertise
- Experienced in managing organizational change
- Process mapping
- Gantt chart development and management
- Cultural framework development
- Skilled in applying Kotter's change management principles
- Effective conflict resolution
- Project execution management
- Value-based healthcare
- Optimizing patient flow
- Knowledge of healthcare regulations and standards
- Knowledge of CMS compliance
- Billing and collections oversight
- Denial resolution expertise
- Pre-certification management
- KPI analysis and reporting
- Data interpretation
- Credentialing expertise
- Collaborative research efforts
- Clinical study oversight
- Fellowship program administration
- Certified notary public
- Nonprofit grant submissions
- Effective transformational leader
- Professional presentation
- Analytical reasoning
- Streamlined workflow management
- Clear interpersonal communication
- Effective time management
- Strategic problem resolution
- Skilled in fostering team cooperation
- Consistent professional commitment
- Innovative problem-solving
- Critical decision-making
- Emotional awareness
- Effective team engagement techniques
- Proficient in Epic systems
- Experience with Cerner systems
- Proficient in NextGen systems
- Proficient in MDI
- Electronic health record systems knowledge
- InContact proficiency
- Experienced in WorkForce systems
- Advanced Microsoft software expertise
- Skilled in navigating PC and Mac environments
- Video editing expertise
- Proficient in Adobe InDesign
- Effective written and verbal communication
- Expertise in HIPAA compliance
- Team coordination
- Insurance eligibility verification
- Admissions coordination
- Efficient appointment management
- Recordkeeping
- Data privacy management
- Inpatient admissions
- New staff training
- Strong leadership
- Cross-functional teamwork
- Customer service
- Attention to detail
- Multitasking Abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Effective communication
- Decision-making
- Relationship building
- Operational efficiency
- Employee supervision
- Team building
- HIPAA guidelines
- Task prioritization
- Self motivation
- Medical terminology
- Interpersonal skills
- Analytical thinking
- Operations management
- Goal setting
- Problem identification
- Professionalism
- Employee recruitment and hiring
- Staff management
- Quality control
- Public speaking
- Strategic planning
- Schedule management
- Patient advocacy
- Employee performance evaluations
- Multidisciplinary team collaboration
- Employee work scheduling
- Time management abilities
- Continuous improvement
- Inventory management
- Patient safety
- Adaptability and flexibility
- Quality assurance
- Basic life support for health care providers (BLS)
- Process implementation
- Performance monitoring
- Crisis management
- Staff scheduling
- Data analysis
- Employee training program
- Risk management
- Records management
- Organizational goal development
- Budget planning
- HIPAA compliance
- Effective problem solving
- Insurance verification
Military Experience
YEOMAN - USN Reserve, Desert Storm, U.S. NAVY, USS Emory S. Land, AS-39 Submarine Tender, 1990-01-01, 1992-01-01
Personal Information
Title: Healthcare Manager
Awards
- Magna Cum Laude
- Golden Key International Honour Society
Languages
Spanish
Professional Working
Timeline
PATIENT ACCESS MANAGER II
Conifer Health Solutions
08.2022 - Current
PRACTICE SUPERVISOR
Precision Sports Medicine and Orthopedics
12.2021 - 08.2022
MANAGER, ADMINISTRATION, CREDENTIALING, & SURGICAL RETINA FELLOWSHIP [EDUCATION AND RESEARCH] PROGRAM
Retina Specialists of Alabama, LLC
04.2008 - 12.2021
MASTER'S DEGREE - HEALTHCARE ADMINISTRATION, Specialization in Population Health
Colorado State University Global
BACHELOR OF SCIENCE - BUSINESS MANAGEMENT & HEALTHCARE MANAGEMENT
Huntingdon College
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