Jennifer Williams
Puyallup,WA
Summary
Highly skilled individual with significant experience in leadership and management. Possess strong analytical abilities and problem-solving skills necessary for leading a successful team. Demonstrated success in improving company performance and reliability through preventative training measures and strong critical thinking abilities. Proven ability to work under pressure while maintaining high standards and outcome oriented. You will notice an extensive number of bullet points that highlight a vast range of important responsibilities I have held throughout the past 20 years of my professional life. I hold myself accountable and to high standards. I pride myself on becoming a knowledge expert in any role I obtained for the best interest of the company and take decision making seriously as it impacts so many factors no matter how big or little the scenario.
Overview
10
10
years of professional experience
Work History
Patient Access Technician
MultiCare Health System-Good Samaritan Hospital
Puyallup, Washington
11.2024 - Current
- Greeted patients and visitors in a courteous and professional manner and provided assistance with registration processes.
- Verified insurance information and ensured eligibility for services.
- Communicated effectively with healthcare providers regarding patient needs.
- Resolved patient inquiries and addressed concerns promptly and professionally.
- Applied HIPAA privacy and security regulations while handling patient information.
- Collected co-pays and other payments from patients at time of service.
- Answered phones promptly in a professional manner.
- Scanned documents into electronic medical records system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Verified insurance coverage for services provided by the facility.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Created new patient accounts in EMR system as needed.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Assembled registration paperwork and placed identification bands on patient.
- Communicated financial obligations to patients and collected fees at time of service, ensuring transparency and understanding of costs.
- Explained various admission forms and policies, acquiring signatures for consent.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Provided assistance to internal departments when needed.
- Updated reference materials with Medicare, Medicaid and third-party payer requirements, guidelines, policies and list of accepted insurance plans.
- Actively participated in team meetings and training sessions.
- Resolved discrepancies between hospital systems and third party payers, facilitating accurate billing and payment processing.
- Supported emergency department registration during peak times, ensuring rapid patient processing.
- Conducted financial counseling for patients, explaining payment options and assistance programs to support their access to care.
- Implemented patient satisfaction surveys to identify areas for improvement.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Reported liabilities and risk management concerns to supervisor for review.
- Documented patient counters in hospital system and initiated follow-up actions.
- Stayed current on community-based resources and services useful to patients.
- Initiated application processes to add patients to assistance programs at bedside and followed through until completion.
- Provided feedback and support to enhance mentee performance and confidence.
- Developed training materials to address common challenges faced by mentees.
- Encouraged collaboration among peers to foster a supportive learning environment.
Paraprofessional
Ferrucci Junior High School
Puyallup , WA
10.2022 - 07.2024
- Assisted teachers in classroom management and student engagement.
- Supported students with special needs during lessons and activities.
- Implemented instructional materials and resources for diverse learning styles.
- Collaborated with staff to develop individualized education plans for students.
- Monitored student progress and provided feedback to educators regularly.
- Organized educational materials and maintained an orderly classroom environment.
- Communicated with parents to provide updates on student behavior and academic progress, fostering strong home-school partnerships.
- Participated in professional development workshops to enhance teaching strategies.
- Applied positive reinforcement to redirect negative behaviors.
- Created and maintained positive relationships with students, parents, and colleagues.
- Provided guidance to students in the classroom setting.
- Supported students throughout academic instruction and assignments.
- Supervised small groups of students during instruction time.
- Ensured that all safety regulations were followed in the classroom environment.
- Implemented individualized IEPs in collaboration with teachers and administrators, ensuring alignment with educational goals.
- Assisted teachers with planning and preparing lessons for students.
- Communicated and collaborated well with educators from various grade levels.
- Planned and led activities to develop students' physical, emotional and social growth.
- Utilized effective communication strategies when interacting with diverse populations.
- Organized student performance and enrichment activities to facilitate learning.
- Provided technical assistance to teachers when using new software or technology tools.
- Participated in IEP meetings, actively contributing insights to tailor educational plans for individual student needs.
- Contributed to a safe and inclusive learning environment for all students.
Supervisor
TriWest Healthcare Alliance
Puyallup, WA
06.2016 - 07.2022
- Directed and supervised team of 25-45 employees in daily operations. Ensure compliance with regulations and policies, high productivity and quality standards were met.
- Managed daily schedules to optimize workflow and resource allocation effectively. Worked closely with training and development to ensure real-time material and protocol was implemented.
- Coordinated training sessions for new employees on operational procedures and best practices.
- Implemented quality control measures to maintain high standards in accordance with the company's metrics.
- Facilitated communication among departments to streamline operations and resolve issues promptly.
- Developed process improvement initiatives that streamlined service delivery and enhanced overall efficiency.
- Oversaw inventory management to ensure adequate supplies for office and personal operations.
- Provided guidance and direction to subordinates regarding job duties and responsibilities.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Complied with company policies, objectives and communication goals.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Managed scheduling for staff, ensuring adequate coverage during peak times and projects.
- Coordinated with other department supervisors to ensure smooth workflow and project alignment.
- Trained new employees on company policies, job duties, and performance expectations.
- Collaborated with other departments to coordinate workflow processes between teams.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Monitored employee productivity to provide constructive feedback and coaching.
- Managed budget for department, ensuring all expenses stayed within allocated funds.
- Fostered a positive and motivating work environment, leading to an increase in team morale.
- Addressed and resolved interpersonal conflicts within the team, maintaining a harmonious work environment.
- Prepared and presented reports on team performance, challenges, and achievements to senior management.
- Participated in recruitment efforts by interviewing prospective candidates for open positions.
- Delegated work to staff, setting priorities and goals.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Assigned work and monitored performance of project personnel.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Analyzed business performance data and forecasted business results for upper management.
- Created and managed budgets for travel, training, and team-building activities.
- Proposed or approved modifications to project plans.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Coordinated patient referrals to ensure timely access to specialists.
- Managed referral documentation for compliance with healthcare regulations.
- Communicated effectively with healthcare providers and patients regarding referral processes.
- Developed relationships with specialty clinics to streamline referral pathways.
- Utilized electronic health record systems to track and manage referrals efficiently.
- Resolved patient inquiries related to referrals and appointment scheduling promptly.
- Communicated regularly with referring physicians, nurses, case managers, social workers, and other healthcare professionals regarding referral processes and requirements.
- Tracked progress of each referral throughout its lifecycle from submission through authorization or denial notification.
- Assisted patients in understanding their insurance coverage and answered questions about referrals, authorizations, and other related issues.
- Resolved escalated patient complaints relating to denied or delayed referrals promptly.
- Reviewed all documentation associated with each referral request to ensure compliance with relevant regulations.
- Developed strategies for improving efficiency within the department while maintaining high standards of customer service.
- Verified documents and associated records to catch and resolve discrepancies.
- Maintained confidentiality of patient information in accordance with HIPAA regulations.
- Researched and responded to inquiries from providers regarding pending or denied referrals in a timely manner.
- Oversaw daily patient referrals via a multi-line telephone system to streamline the referral process.
- Identified and resolved inconsistencies in patient responses by means of appropriate questioning or explanation.
- Educated patients on the referral process, including expected timelines and preparation for specialist visits.
- Utilized various healthcare IT systems to schedule appointments and communicate with medical professionals and patients.
- Worked closely with billing departments to ensure accurate coding and billing for referred services.
- Collaborated with interdisciplinary teams to discuss patient care plans and adjust referral strategies as necessary.
- Conducted follow-up with patients and healthcare providers to ensure satisfaction and resolve any post-referral concerns.
- Managed patient referral process from initial consultation to specialist appointment, ensuring timely access to necessary medical services.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Trained and developed staff on customer service best practices and tools.
- Coordinated scheduling and staffing to meet call volume demands effectively.
- Monitored daily operations, including call volume, average speed of answer, service levels, customer satisfaction scores, and other key metrics.
- Set and managed performance benchmarks for call center employees.
Education
Emergency Medical Technician
Tacoma Community College
Tacoma, WA12-2013
Professional Registry of Nursing, PRN
Aging And Adult Services Administration
Tacoma, WA03-2002
High School Diploma -
Challenger High School
Spanaway, WA06-1999
Skills
- Patient registration
- Referral, Authorization verification
- HIPAA compliance
- Healthcare Administration Management
- Policy and procedure development
- Documentation and reporting
- Technical proficiency
- Operations management
- Workflow management
- Time management
- Customer relationship management
- Training and mentoring
- Onboarding and orientation
- Staff management
- Performance management
- Decision-making
- Complex Problem-solving
- Negotiation and conflict resolution
- Staff discipline
- Employee development
- Strategic planning
- Team leadership
- Collaboration
- Teamwork and collaboration
- Attention to detail
- Effective communication
- Attention to detail
Timeline
Patient Access Technician
MultiCare Health System-Good Samaritan Hospital
11.2024 - Current
Paraprofessional
Ferrucci Junior High School
10.2022 - 07.2024
Supervisor
TriWest Healthcare Alliance
06.2016 - 07.2022
Emergency Medical Technician
Tacoma Community College
Professional Registry of Nursing, PRN
Aging And Adult Services Administration
High School Diploma -
Challenger High School