DONNA WILLIAMS
Summary
Driven Patient Access Director with a proven track record of enhancing productivity and streamlining patient registration and insurance verification processes. Recognized for exceptional communication, problem-solving abilities, and leadership skills that facilitate efficient patient flow in dynamic healthcare settings. Committed to optimizing operational efficiencies to elevate patient experiences and service delivery.
Overview
16
16
years of professional experience
Work History
Patient Access Director
North Memorial Health
Minneapolis, MN
11.2023 - Current
- Role inclusive of Financial Assistance, Patient Registration, Pre-Registration, Prior Auth, Insurance verification, Emergency Department.
- Led teams to achieve collection goals.
- Pass Survey Readiness for facility accreditation.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Achieved cost-savings by developing functional solutions
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Reviewed and updated job descriptions as needed based on changes in technology or workflow processes.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Successfully Managed KPIs including Collections, Denials, Authorizations, Referral days out, IMM / Moons
Patient Access Director
Bahama Consulting / Woman's Hospital
Baton Rouge, LA
05.2022 - 12.2023
- Consultant to restructure Patient Access department.
- Assist with consulting on EPIC build for Implementation
- Ensured best practices for pre-registration, insurance verification, eligibility, and financial counseling
- Reset staff schedules to maximize FTE productivity.
- Updated job descriptions based on changes in workflow.
- Worked with leaders to resolve discrepancies regarding patient demographics or insurance information.
- Maintained awareness of government regulations.
- Performed root cause analysis to determine corrective actions needed to improve overall processes.
Clinic Manager
Oak Street Health
Phoenix, AZ
03.2020 - 05.2022
- Built clinic from foundation partnering w/ project management & construction.
- Hired team including Medical Assistance, Scribes, Receptionist, Lab Techs, and Van Drivers
- Implemented and trained team on new workflows.
- Complied with CMS standards and protocols.
- Tracked, organized & counted clinic stock and supplies.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Upheld care model, "Keep patients healthy, happy & out of the hospital".
- Coordinated w/ external vendors and suppliers to procure needed equipment or supplies at competitive prices.
- Built work schedules & staff assignments, taking workload, space & equipment availability into consideration.
- Implemented policy changes & communicated information & procedures through staff meetings to communicate updates, and gather feedback.
- Communicated with patients with compassion while keeping medical information private.
- Daily time management, completing timecards, staff reviews, and successful employee engagement.
Patient Access Supervisor
MultiCare Health System
Tacoma, WA
12.2018 - 02.2020
- Overseen PA staff for 2 Emergency Departments
- Kronos timekeeping
- Align with all union rules and encourage positive employee relations
- Responsible for interviewing, hiring, performing evaluations, and disciplinary meetings .
- Achieve annual POS collection goals for the first time
- Monitored employee performance and provided feedback on areas of improvement.
- Addressed complaints promptly & professionally.
- Participated in weekly meetings w/ upper management discussing strategies for improving satisfaction scores.
- Provided guidance to team members when needed to help them complete their duties efficiently.
- Applied HIPAA privacy and security regulations while handling patient information.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Brought employee engagement scores to an all-time high
- Assisted in the implementation of new technologies and processes to improve patient access services.
Patient Access Trainer
Catholic Health Initiatives
Tacoma, WA
07.2017 - 01.2019
- Responsible for training over 750 organizational patient access staff in EMR Epic and all PA Workflows.
- Represented organization for monthly payer plan meetings with all contracted insurances.
- Web administrator for insurance websites needed for operational purposes.
- Designed and developed training materials for new employees in the organization.
- Documented all training activities including attendance records, feedback forms, surveys.
- Used lectures, & simulations to present information in variety of instructional techniques and formats.
- Conducted onboarding sessions to orientate new staff about policies and procedures, Insurance 101, Customer Service, Referrals and Authorizations
- Participated in and attended meetings or seminars to obtain information for use in training programs.
- Created monthly publications & bulletins using multimedia presentations w/ PowerPoint and video conferencing.
- Managed multiple projects simultaneously while adhering to tight deadlines.
- Recommended changes or improvements in existing training processes as needed.
Clinical Operations Supervisor
Catholic Health Initiatives
Silverdale, WA
09.2016 - 07.2017
- Responsible for daily checks and balances for 12 orthopedic surgeons
- Verified CMS guidelines to include doctor's templates, scheduling, patient load, charting, and patient health maintenance
- Responsible for all scheduling, timekeeping, and payroll
- Overseen incoming & outgoing referral timeliness.
- Implemented newly acquired CHI Policies (first CHI staff member taken over private practice)
- Ensured the maintenance of patient confidentiality and adherence to HIPAA regulations.
- Assisted in the training of new staff members on proper clinical operations procedures.
- Developed and managed the clinical department budget, optimizing resource allocation for maximum efficiency.
- Participated in professional development opportunities to stay current with clinical practices and leadership strategies.
- Administered fiscal operations for accounting, budget planning, authorizing expenditures & coordinating reporting.
- Oversaw the recruitment, hiring, and onboarding of clinical staff, ensuring a high level of competence and professionalism.
Office Manager
EPOCH
Las Cruces, NM
01.2015 - 09.2016
- Managed daily operations for 4 mental health clinic locations
- Delegated work to staff, setting priorities and goals.
- Processed payroll accurately ensuring all employees were paid on time.
- Managed office inventory and placed new supply orders.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Overseen billing operations for providers ensuring proper reimbursement.
- Ensured compliance with applicable laws regarding employment practices.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Managed operations of Suboxone clinic complied with all state rules and regulations
- Managed, scheduled and coordinated office functions and activities for employees.
Financial Counselor
KAISER PERMANENTE
Los Angeles, CA
10.2008 - 01.2015
- Interview patients in ER for financial needs, processing Medical Financial Assistant Applications
- Collect non-member deposits and copays
- Navigator for Medi-cal state coverage
- Patient resolution and customer service recovery
- Explained advantages and disadvantages of available financial assistance to patients.
- Interviewed clients to determine income, expenses, financial objectives, and risk tolerance in order to develop successful financial plans.
Education
Medical office Assistant -
Olympic College
09.1996
Some College (No Degree) - HealthCare Administration
Governors Western University
OnlineSkills
- Skilled EPIC System Educator
- Establish policies
- Process implementation
- Healthcare
- Efficient Workflow Design
- AIDET & Blameless Apology
- Insurance and Billing Knowledge
- Compliance Authorization Knowledge
- Team Engagement Development
- Healthcare management
- Staff development
- Strong leadership
- Effective problem solving
- Program development participation
- HIPAA compliance
- Team collaboration
- Excellent communication
- Operations management
- Adaptability and flexibility
- Strategic planning
- Problem-solving
- LEARN Skills Training
- Project Management
- Organizational Improvement
Accomplishments
- Selected as Top 10 Emerging Leaders in 2022 for Kitsap County
- Recognized by team as Inspirational Leader in monthly newsletter at Woman's Hospital
- Grew career in under 10 years from Clinical Operations Supervisor to Patient Access Director of 2 hospitals.
- Volunteered to assist with coordination of weekly COVID clinics at local school to Administer COVID shots to community.
Timeline
Patient Access Director
North Memorial Health
11.2023 - Current
Patient Access Director
Bahama Consulting / Woman's Hospital
05.2022 - 12.2023
Clinic Manager
Oak Street Health
03.2020 - 05.2022
Patient Access Supervisor
MultiCare Health System
12.2018 - 02.2020
Patient Access Trainer
Catholic Health Initiatives
07.2017 - 01.2019
Clinical Operations Supervisor
Catholic Health Initiatives
09.2016 - 07.2017
Office Manager
EPOCH
01.2015 - 09.2016
Financial Counselor
KAISER PERMANENTE
10.2008 - 01.2015
Medical office Assistant -
Olympic College
Some College (No Degree) - HealthCare Administration
Governors Western University
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
The real test is not whether you avoid this failure, because you won’t. It’s whether you let it harden or shame you into inaction, or whether you learn from it; whether you choose to persevere.
Barack Obama
Personal Information
- Willing To Relocate: Washington State - Arizona
- Authorized To Work: US for any employer
References
References available upon request.
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