Eugene Mackey
Columbus
Summary
Dynamic Patient Access Lead at Nationwide Children's Hospital with a proven track record in team management and employee training. Expert in HIPAA compliance and conflict resolution, I successfully enhanced operational efficiency and fostered a collaborative environment, ensuring project targets were met while maintaining high standards of patient care.
Overview
25
25
years of professional experience
Work History
Patient Access Team Lead
Nationwide Children's Hospital
Columbus
12.2024 - Current
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our registration, patients, and families.
- Collaborated closely with team members to achieve monthly registration goals.
- Supervised patient access operations to ensure efficient service delivery.
- Trained staff on policies and procedures for patient registration processes.
- Coordinated communication between departments to enhance patient experience.
- Managed scheduling systems for optimal appointment flow and resource allocation.
- Conducted regular audits of patient records for accuracy and compliance.
- Led team meetings to discuss workflow improvements and address challenges.
- Managed patient registration activities including verifying insurance eligibility, collecting co-pays and deductibles and scheduling appointments.
- Recruited, trained and supervised new staff members in accordance with established guidelines.
- Conducted performance reviews for all direct reports.
Administrative Assistant III/Admin Support Lead
Nationwide Children's Hospital
Columbus
05.2022 - 12.2024
- Completed day-to-day duties accurately and efficiently.
- Worked successfully with a diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Worked with cross-functional teams to achieve goals.
- Facilitated onboarding processes for new hires, ensuring smooth transitions into roles.
- Supported project management activities by tracking deadlines and deliverables.
- Answered phone calls and emails to provide information, resulting in effective business correspondence.
- Entered data into spreadsheets using Microsoft Excel or other similar programs.
- Coordinated office supplies procurement to maintain inventory levels and efficiency.
- Assisted in preparing reports and presentations for internal meetings and briefings.
- Managed scheduling for executives to optimize time and improve workflow.
Patient Access Lead
Nationwide Children's Hospital
Columbus
12.2020 - 05.2022
- Coached team members in techniques necessary to complete job tasks.
- Trained new team members by relaying information on company procedures and safety requirements.
- Worked with different stations to provide optimal coverage and meet production goals.
- Evaluated employee skills and knowledge regularly, training and mentoring individuals with lagging skills.
- Established open and professional relationships with team members to resolve various issues quickly.
- Took on additional job duties during unexpected backlog, resulting in meeting project target date.
Patient Access Rep/Behavioral Health
Nationwide Children's Hospital
Columbus
03.2019 - 12.2020
- Secured patient information and confidential medical records in compliance with HIPAA privacy rules to protect patient privacy.
- Collected and entered patient demographic and insurance data into a computer database to establish patients' medical records.
- Performed patient scheduling and registration functions to serve as an initial contact point for medical office visits.
- Obtained patient's insurance information and determined eligibility for benefits for services rendered.
Coordinator Business, Ops• Customer Service/Senior
Verizon Wireless
Hilliard
02.2009 - 10.2018
- Answered questions quickly via email or returned phone calls within one hour.
- Facilitated communication with clients and team members to improve business strategy and operation.
- Resolved issues through careful research and follow-up with customers.
- Interacted with customers regularly to maintain and enhance relationships.
- Enhanced client satisfaction ratings by resolving complex customer issues through completion.
Customer Support/General Manager, •Customer Service Rep
AnswerNet Network
Columbus
11.2000 - 12.2015
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Helped many customers daily with a positive attitude and focused on customer satisfaction.
- Evaluated account and service histories to identify trends, using data to mitigate future issues.
- Coached employees to develop strong customer support skills to minimize process issues and meet customer expectations.
- Onboarded new employees with training and new hire documentation.
- Maximized performance by monitoring daily activities and mentoring team members.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Approved regular payroll submissions for employees.
Education
Some College (No Degree) - Business Administration
Ohio Dominican University
Columbus, OHSkills
- Team management
- Attention to detail
- Problem-solving
- Written communication
- Teamwork and collaboration
- HIPAA compliance
- Team building
- Employee training
- Customer service
- Conflict resolution
- Problem solving
- Communication skills
- Project management
Timeline
Patient Access Team Lead
Nationwide Children's Hospital
12.2024 - Current
Administrative Assistant III/Admin Support Lead
Nationwide Children's Hospital
05.2022 - 12.2024
Patient Access Lead
Nationwide Children's Hospital
12.2020 - 05.2022
Patient Access Rep/Behavioral Health
Nationwide Children's Hospital
03.2019 - 12.2020
Coordinator Business, Ops• Customer Service/Senior
Verizon Wireless
02.2009 - 10.2018
Customer Support/General Manager, •Customer Service Rep
AnswerNet Network
11.2000 - 12.2015
Some College (No Degree) - Business Administration
Ohio Dominican University
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