Dahalia Smith
Emory Decatur Hospital
McDonough,GA
16
years of professional experience
Dedicated, patient-focused Access professional with extensive leadership experience in healthcare operations, employee training, quality assurance, and workflow coordination. Expertise in enhancing daily Patient Access operations through effective staff development, performance monitoring, and strict adherence to organizational and regulatory standards. Proven success in leading training initiatives, improving registration accuracy, and serving as a subject matter expert for Epic applications, insurance verification, scheduling, authorizations, and revenue cycle processes. Committed to fostering collaborative relationships across departments to promote exceptional patient experiences and drive operational efficiency, with a focus on contributing leadership skills and healthcare knowledge in a Patient Access Supervisor role.
Work History
Coordinator, Patient Access Services
3 Years 9 Months- Coordinate training, communication, and workflow support for Patient Access teams across Emergency Department, Labor & Delivery, and Outpatient Registration areas.
- Partner with Patient Access leadership to support daily operations, assign responsibilities, monitor productivity, and ensure completion of departmental objectives.
- Lead onboarding and ongoing training programs for new and existing staff, ensuring competency in registration processes, insurance verification, scheduling, authorizations, and Epic workflows.
- Conduct quality assurance audits to evaluate registration accuracy, compliance, and adherence to departmental standards.
- Analyze reports and work queues to identify trends, registration errors, and process improvement opportunities; provide timely coaching and feedback to staff.
- Serve as a primary resource for employee questions, issue resolution, and workflow guidance.
- Facilitate team huddles, meetings, and operational discussions to communicate updates, reinforce best practices, and support departmental goals.
- Collaborate with leadership and cross-functional teams to improve operational efficiency and enhance the patient experience.
- Maintain advanced knowledge of Epic applications and Patient Access processes to support departmental initiatives and organizational objectives.
Patient Access Representative
1 Year 6 Months- Collected and verified demographic, insurance, and financial information while ensuring accuracy and compliance with organizational policies.
- Verified insurance eligibility and benefits electronically and referred patients to financial counseling services when appropriate.
- Obtained required patient signatures and completed registration documentation in accordance with legal and regulatory requirements.
- Demonstrated strong critical thinking and customer service skills while managing multiple priorities in a fast-paced healthcare environment.
- Selected as an Epic Super User based on exceptional performance and expertise to support system implementation and staff during Epic Go-Live activities.
Pre-Registration Rep
1 Year 4 Months- Contacted scheduled patients to verify demographic and insurance information prior to service.
- Calculated estimated patient financial responsibility and educated patients on hospital financial policies and payment options.
- Collected payments for self-pay balances, deductibles, co-insurance, and co-payments.
- Consistently exceeded productivity, collection, and quality metrics.
- Selected to manage higher-dollar patient accounts due to strong performance and collection success.
Pre-Collector
11 Months- Obtained insurance authorizations and referrals and verified benefits using ICD-10 and CPT coding requirements.
- Calculated and collected patient financial responsibility and established payment arrangements as needed.
- Assisted with monthly refund reporting and account reconciliation activities.
Patient Greeter
1 Year 11 Months- Provided exceptional customer service by greeting patients and visitors and assisting with navigation throughout the hospital.
- Verified patient locations, appointments, and reservation information using Epic.
- Managed Guest Center reservations, maintained accurate records, and completed weekly reports.
- Assisted in developing new-hire training materials and job aids to support employee onboarding and departmental training initiatives.
Guest Service Representative/PBX Operator
1 Year 3 Months- Managed guest check-in and check-out processes, reservations, billing inquiries, and payment transactions.
- Delivered exceptional customer service while handling high call volumes and guest requests.
- Maintained accurate financial records and completed daily reconciliation and closing reports.
At Your Service Agent (PBX Operator)
4 Years 6 Months- Served as the primary point of contact for guest requests and concerns, ensuring prompt resolution and follow-up.
- Coordinated communication between departments to ensure efficient service delivery and guest satisfaction.
- Assisted with onboarding and training efforts by creating assessments and training tools for new employees.
Education
Bachelor of Business Administration - Hospitality Administration
- Epic Super User
- 2022
- CHAA Certified
- 2023
Skills
Work Planning and Prioritization
Project coordination
Process improvement
Multitasking and organization
Patient registration
Problem-solving
Attention to detail
Team collaboration
Coaching and mentoring
Staff development and training
Timeline
Coordinator, Patient Access Services
Emory Decatur Hospital
09.2022 - CurrentRead More
Patient Access Representative
Emory Decatur Hospital
03.2021 - 09.2022Read More
Pre-Registration Rep
Hollis Cobb Associates
11.2019 - 03.2021Read More
Pre-Collector
Digestive Healthcare of Georgia
10.2018 - 09.2019Read More
Patient Greeter
Piedmont Atlanta Hospital
06.2016 - 05.2018Read More
Guest Service Representative/PBX Operator
Fairfield Inn and Suites and Atlanta Marriott Perimeter Center
03.2015 - 06.2016Read More
At Your Service Agent (PBX Operator)
Atlanta Airport Marriott Gateway
07.2010 - 01.2015Read More
Georgia State University, Robinson College of Business
Bachelor of Business Administration from Hospitality Administration
Read More