JACQUELINE CHAVEZ-DIAZ
Hialeah
Summary
Dynamic healthcare administration professional with extensive experience overseeing patient access operations, dedicated to enhancing operational efficiency and patient satisfaction. Proven leader of cross-functional teams in fast-paced environments, fostering collaboration and adaptability to achieve outstanding results. Recognized for exceptional communication and problem-solving skills that drive organizational success while ensuring a seamless patient experience. Committed to continuous improvement and excellence in healthcare delivery, consistently striving for high-performance outcomes.
Overview
32
32
years of professional experience
Work History
Patient Access Manager
Palmetto General Hospital
Hialeah, FL
08.2024 - Current
- Oversaw patient access operations, ensuring adherence to hospital policies and regulatory standards.
- Guided staff in mastering effective communication techniques to elevate patient experience.
- Designed and executed training programs for new employees to enhance skill development and promote team cohesion.
- Created and implemented performance metrics to enhance departmental efficiency and guide strategic initiatives.
- Oversaw recruitment, hiring, and training of all staff while providing direct supervision and ongoing development opportunities.
- Collaborated with healthcare professionals to formulate comprehensive patient care plans.
- Directed staff recruitment initiatives, ensuring selection of top talent to enhance team performance.
- Evaluated POS collections and quality assurance errors across all admitting areas.
- Ensured accuracy and timeliness of ADT ICE, MSA, LML14, and AML17 reports to support compliance and operational efficiency.
- Managed bill hold assessments and ensured compliance with Medicare criteria to enhance operational efficiency.
- Partnered with manager to oversee and enhance daily operational workflows.
- Developed and implemented leadership development coaching and team management model to enhance employee capabilities.
- Spearheaded cross-functional collaboration among departments to enhance operational efficiency.
Patient Access Team Lead
Steward General Hospital
Hialeah, FL
02.2012 - 12.2024
- Oversaw patient registration processes, ensuring compliance with hospital policies and procedures.
- Trained and mentored staff on best practices for patient access and customer service excellence.
- Implemented workflow improvements that enhanced operational efficiency within the access team.
- Collaborated with clinical teams to streamline patient admission processes, improving overall patient experience.
- Monitor QA report for possible trends and provides findings to the admitting manager for further corrective action.
- Collection of copays and deductibles from all in-house admissions including Maternity Services.
- Facilitated communication between departments to resolve issues related to patient registration and access services.
- Managed a team of Patient Access Specialists, ensuring proper training and adherence to policies and procedures.
- Serve as a liaison between physicians and patients regarding financial matters.
- Prepare financial arrangements for patients domestic and international.
Quality Control Analyst & Financial Counselor
Palmetto General Hospital
Hialeah, Florida
01.1994 - 01.2012
- Assists the Admitting Director with establishing performance standards, Job descriptions and formulation of job expectations for the registration function.
- Analyzes POS collections and QA errors for all admitting areas.
- Maintains ADT, ICE, MSA, LML14,AML17 Reports up to date.
- Reviews insurance verification and financial aspects of admissions for timeliness and accuracy of billing.
- Maintains and promotes good customer service relations with the hospital’s management team, physicians and hospital staff.
- Identify all pre-admissions, admissions encounters with potential financial Concerns.
- Prepare financial arrangements for patient care encounters.
- Monitor Bill Holds and Medicare Criteria Utilization Review Department.
- Performs weekly employee in-servicing in registration areas errors and provides action plans in order to comply with QA standards.
- Monitors monthly QA report for possible trends and provides findings to the admitting manager for further corrective action.
- Collection of copays and deductibles from all in-house admissions including Maternity Services.
- Assisted in the registration area in registering patients following admissions standards.
- Assisted with walk-in patients regarding billing questions and/or explanation of EOBs.
- Served as a liaison between physicians and patients with questions regarding financial matters.
Education
Certificated Computer Analyst -
National School of Technology
01-1990
High School Diploma - undefined
Miami Springs Senior
01-1984
Skills
- Multitasking and organization
- Team leadership
- Registration and admissions
- Relationship building
- Medical terminology
Languages
English
Native or Bilingual
Spanish
Full Professional
Timeline
Patient Access Manager
Palmetto General Hospital
08.2024 - Current
Patient Access Team Lead
Steward General Hospital
02.2012 - 12.2024
Quality Control Analyst & Financial Counselor
Palmetto General Hospital
01.1994 - 01.2012
High School Diploma - undefined
Miami Springs Senior
Certificated Computer Analyst -
National School of Technology