DAWN M. WOOD
Richmond,Virginia
Summary
Confident Patient Access Supervisor promoting effective communication, relationship building and time management skills. Accomplished in maintaining a highly productive, always patient focused and quality-driven environment. Offering 15+ years of experience in helping patients understand their responsibility for services. Considered driven, talented, smart and a valuable member of any team.
Overview
34
34
years of professional experience
Work History
Patient Service Center Supervisor
Conifer Health Solutions
01.2019 - Current
- Ensure that patient experience and service standards are met
- Monitor work queues to ensure authorizations has been obtained in a timely manner
- Provide timely performance improvement feedback and coaching
- Provided timely performance improvement feedback and coaching to enhance team skillsets
- Monitor work queues to ensure authorizations have been obtained in a timely manner
- Provided expertise and information to staff on various topics to enhance their knowledge.
- Enforced departmental policies and procedures while assisting in the development and implementation of new policies aligned with hospital and corporate guidelines
- Monitored daily activity and completed performance and metric reports, including financial clearance reports, while also performing special projects and reporting as assigned.
Access Services Manager
Conifer Health- Baylor Scott & White Centennial
01.2016 - 01.2018
- Oversaw financial operations, producing invoices, processing payments and preparing deposits.
- Trained registration staff on job updates and changes to enhance service delivery.
- Educated all registration staff personnel regarding updates and changes to their job positions.
- Analyzed patient and family feedback to identify opportunities for staff recognition as well as areas for improvement.
- Reviewed customer survey information to prioritize areas of improvement.
- Initiated audit process to evaluate thoroughness of documentation and maintenance of facility standards.
- Analyzed customer survey data to identify and prioritize key areas for improvement.
- Allocated employee areas, scheduled staff breaks, and approved overtime.
- Continually improved knowledge, skills and performance based on feedback and self-identified professional developmental needs.
Patient Service Center Supervisor
Conifer Health Solutions
01.2015 - 01.2016
- Responsible for providing support/mentoring and training to new hires as well as existing Patient Access staff. Aided in managing escalated issues as needed.
- Provided support, mentoring, and training to new hires and existing Patient Access staff. Aided in resolving escalated issues as needed.
- Assisted in preparing short- and long-range planning recommendations for registration processes across admitting, centralized scheduling, emergency departments, and onsite/offsite clinics.
- Monitored daily activity and completed performance and metric reports, including financial clearance reports.
- Monitored daily activity and completed performance and metric reports, including financial clearance reports.
Team Lead
Centennial Medical Center
01.2012 - 01.2015
- Conducted insurance verification training to enhance team skills and ensure accurate patient service delivery.
- Developed pre-certification/authorization job aid to streamline processes for services exempt from prior authorization.
- Supported multiple Patient Access areas (Scheduling, Verification, Main Registration) to improve operational efficiency.
Insurance Verifier
Centennial Medical Center
01.2012 - 01.2013
- Verified benefits and secured authorizations for medical services through calls to insurance companies.
- Placed calls to various insurance companies to verify benefits and secure authorizations for medical services.
- Obtained authorizations for services rendered via phone and fax, ensuring compliance with insurance requirements.
- Built and maintained relationships with hospital and physician office personnel.
- Exhibited knowledge and understanding of hospital regulations and HIPAA rules.
Account Resolution Specialist
Center for Patient Access Services
01.2010 - 01.2012
- Researched specific accounts missing information required for the verification process.
- Reviewed quality assurance reports to ensure compliance and processing of Quality Assurance reports.
- Analyzed error trends and presented findings to management for informed decision-making.
Account Creation
Center for Patient Access Services
01.2009 - 01.2010
- Created next-day accounts and 2-day out accounts for 10+ facilities
- Evaluated and resolved issues for multiple facilities' accounts, enhancing operational efficiency
- Demonstrated strong knowledge of ACE/PBAR and STAR/PAS systems used for account management.
- Ensured Medicare compliance on all Medicare-related radiology accounts
Charge Entry Specialist
Sensibill, Inc.
01.2008 - 01.2009
- Reviewed and interpreted medical record documentation from hospital accounts to identify diagnoses and procedures impacting inpatient and outpatient encounters
- Assign ICD-9 CM, CPT and Modifiers for each diagnosare and procedures that is identified
- Reviewed patient demographics for accuracy
Administrative Assistant
University of Virginia Medical Center
01.2007 - 01.2008
- Coordinated daily assignments and schedule changes for RN Per Diem Pool staff and Patient Companion, ensuring optimal staffing levels.
- Maintained specialized reports for department, supporting compliance during JCAHO audits.
- Coordinated scheduling and logistics for departmental meetings and events.
- Managed correspondence, ensuring timely communication with faculty and staff.
- Implemented filing system improvements to enhance document retrieval efficiency.
Production Lead
Home Interiors and Gifts
01.2003 - 01.2005
- Oversaw employee production schedules to ensure efficiency
- Tracked order processing to maintain accuracy and timeliness
- Oversaw daily production operations to ensure efficiency and quality standards.
- Trained and mentored new team members on best practices and safety protocols.
- Implemented process improvements that enhanced workflow and reduced downtime.
Warehouse Supervisor
Supervalu, Inc.
01.1993 - 01.2002
- Directed daily warehouse operations to ensure efficient workflow and meet company goals
- Performed administrative functions including payroll, attendance, and scheduling to support departmental efficiency
- Supervised daily warehouse operations, ensuring adherence to safety protocols and efficient workflow.
- Managed inventory control processes, optimizing stock levels and reducing discrepancies.
- Trained and mentored team members on best practices for equipment operation and safety compliance.
Education
Diploma - Medical Billing and Coding
NATIONAL COLLEGE
Charlottesville, VASkills
- Patient Authorization Management
- Regulatory Compliance
- Quality Assurance
- Outpatient/Inpatient registration
- Financial Reporting
- Process implementation
- Employee supervision
- New staff training
- Staff coaching and development
- Team leadership
- Conflict resolution
- Customer service expertise
- Self-management
- Sales support
- Staff training and development
- Complaint handling
- Policy enforcement
- Call center operations
- Workforce planning
- Customer retention strategies
- Escalation management
- Service level agreements
- Employee engagement
- Documentation and recordkeeping
Timeline
Patient Service Center Supervisor
Conifer Health Solutions
01.2019 - Current
Access Services Manager
Conifer Health- Baylor Scott & White Centennial
01.2016 - 01.2018
Patient Service Center Supervisor
Conifer Health Solutions
01.2015 - 01.2016
Team Lead
Centennial Medical Center
01.2012 - 01.2015
Insurance Verifier
Centennial Medical Center
01.2012 - 01.2013
Account Resolution Specialist
Center for Patient Access Services
01.2010 - 01.2012
Account Creation
Center for Patient Access Services
01.2009 - 01.2010
Charge Entry Specialist
Sensibill, Inc.
01.2008 - 01.2009
Administrative Assistant
University of Virginia Medical Center
01.2007 - 01.2008
Production Lead
Home Interiors and Gifts
01.2003 - 01.2005
Warehouse Supervisor
Supervalu, Inc.
01.1993 - 01.2002
Diploma - Medical Billing and Coding
NATIONAL COLLEGE