Jenna Darrup
Marion Heights,PA
Summary
Seasoned Patient Access professional with 14 years of experience, including 8 years dedicated to enhancing Epic functionality and process improvement. Proven ability to provide comprehensive solutions that align with organizational goals while improving the overall experience for the organization, the community, and patients. Demonstrated success in optimizing patient access through the implementation of appointment requests, decision trees, and referral systems. Skilled in project management and training delivery, with a focus on driving continuous performance improvements.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Consultant, Patient Access
Tegria
01.2022 - Current
- Serving as Epic Access Optimization project lead for a multi-year contract, I oversee a comprehensive project focused on improving patient access and operational efficiency
- This includes implementing various components such as appointment requests, referral orders, decision trees, referral auto-authorization, template optimization, and workqueue management
- My role involves identifying best practices, streamlining operations and leveraging technology to enhance access, revenue capture, and overall patient experiences
- I work closely with stakeholders to translate strategic objectives into actionable plans, ensuring alignment with business goals
- Additionally, I am responsible for project delivery and results, utilizing innovative solutions to address complex access challenges and improve patient care.
Access Improvement Specialist-Intermediate
Geisinger
01.2018 - 01.2022
- Lead multiple facets of patient access initiatives within the clinical enterprise serving as an internal patient access consultant
- This includes conducting investigations, designing, testing, training, monitoring, and maintaining systems to guarantee seamless, efficient, and timely access to services for patients
- Implementing solutions like auto-solution algorithms, scheduling decision trees, and patient self-scheduling tools to enhance patient access and balance demand effectively.
Trainer, Patient Access
Geisinger
01.2016 - 01.2018
- Lead trainer for new Patient Access Scheduling staff, developed and maintained training materials, delivering comprehensive instruction through various formats including one-on-one sessions, classrooms, virtual platforms, and train-the-trainer programs
- Monitored and evaluated employee performance to ensure adherence to organizational standards, serving as a bridge between the Scheduling team, Revenue Management, and Operational Leadership to identify and address workflow obstacles.
Senior Scheduling Specialist
Geisinger
01.2010 - 01.2016
- Served as a team lead call center specialist focused on provider / clinic hotline to ensure external and internal referring provider request was a one-stop-shop aiming for one-call resolution and ensured strong relationships between our internal and community partners
- This consisted thorough cross-training amongst all specialties across the organization and routine communications between each to ensure consistency and we are following all up-to-date protocols.
Skills
- Project management
- Full cycle implementations
- Process improvement
- Effective communication
- Technical expertise
- End-user & call center expertise
- Guided scheduling design
- Issue resolution management
- Consultative support
- Team leadership abilities
- Cross-functional collaboration
- Attention to detail
- Team Leadership & Development
- Client Relationships
- MS Office
- Strategic Planning
- Goal Setting
- Analysis & Evaluation
- Best Practices Implementation
Certification
- EPIC Cadence
- EPIC Prelude
- CHAA-Certified Healthcare Access Associate
Professional Highlights
- MyChart Scheduling Lead: Spearheaded initiatives to enhance self-scheduling through Ticket and Direct scheduling. Provided comprehensive outlines and led redesign efforts to improve the patient scheduling experience.
- Cadence Project Manager: Managed decision tree implementations, ensuring projects met patient access needs. Developed designs, conducted testing, supported implementation, and integrated with Salesforce Marketing Cloud for automated patient outreach, increasing our self-scheduling percentage from 5% to 22%.
- Hospital Integration Leader: Led the development and implementation of a new patient access call center for seven regional branches. Trained and supervised 15 new employees post-go-live.
- Inpatient and ED Scheduling Initiatives: Collaborated with Nursing Operations and Clinical Operations to reduce patient readmission rates. Developed sustainable workflows, created templated blocks, and conducted training for five hospitals.
- EPIC Resolute Implementation Lead: Led Patient Access Scheduling during Geisinger’s EPIC implementation.
- Telemedicine Training Specialist: Conducted end-user and provider training of over 2,000 employees on scheduling and conducting virtual appointments during the COVID-19 shutdown.
- Cadence Scheduling SME: Implemented Geisinger's first Cadence scheduling questionnaire and Decision Tree. Developed training content and conducted training to improve scheduling accuracy and patient experience.
- Organizational Cross-Training: Led the development and training of several hundred employees on standardized Wait List and Recall workflows to ensure continuity of care and clear accountability of demand, serving as a key point of contact for all patient access users.
- Contact Center Implementation: Led the development of a new primary care call center for 20 clinics. Collaborated with operations to standardize scheduling, registration, authorization, and communication workflows. Developed training content, centralized scheduling guidelines on SharePoint, conducted training, and supervised the call center until a manager was hired.
Timeline
Consultant, Patient Access
Tegria
01.2022 - Current
Access Improvement Specialist-Intermediate
Geisinger
01.2018 - 01.2022
Trainer, Patient Access
Geisinger
01.2016 - 01.2018
Senior Scheduling Specialist
Geisinger
01.2010 - 01.2016
- EPIC Cadence
- EPIC Prelude
- CHAA-Certified Healthcare Access Associate