Joanna Mae Taguinod
Woodbury,MN
Summary
Impactful Quality Manager with natural talents in process improvement, cost management and quality control. Safety-focused and forward-thinking with excellent time management and problem-solving abilities. .
Overview
20
20
years of professional experience
1
1
Certification
Work History
Revenue Cycle Quality Manager
Allina Health
01.2021 - Current
- Leverage data-driven insights to advise and guide clinical operators, leadership and decision making groups in order for action to be taken to protect the financial well-being of the organization
- Develop and implement quality standards, policies and procedures for revenue cycle operations in collaboration with senior leaders and stakeholders
- Evaluate and monitor the effectiveness and impact of quality initiatives on key performance indicators, such as accuracy, productivity, compliance, and customer satisfaction
- Facilitate communication and knowledge sharing among revenue cycle teams and departments to ensure alignment and consistency of quality and training goals and expectation.
Business Operations Manager
Interpreter Services, Regions Hospital
St. Paul, MN
04.2018 - 07.2020
- Oversaw the contract management and vendor relations for Interpreter Services, ensuring quality, compliance, and cost-effectiveness of service delivery
- Enhanced the performance and productivity of the Scheduling Call Center for Interpreter Services by providing training, coaching, and feedback to staff and supervisors
- Directed the financial planning and analysis for Interpreter Services, aligning the budget and resources with the care delivery vision and strategy of the family of care
- Established and executed a business plan and strategy for Interpreter Services that met the diverse language and cultural needs of patients and providers across the family of care
- Initiated and contributed to quality improvement projects and data analysis related to Language Access and Interpreter Services, finding gaps and solutions for improvement
- Optimized the after-hours coverage and billing process for ASL Interpreters, reducing agency dependence and increasing staff engagement and loyalty.
Interim Manager, Patient Access and Supervisor, Patient Account Representatives
Regions Hospital
St. Paul, MN
07.2017 - 04.2018
- Reviewed reports and implemented changes as needed for Patient Access/Patient Accounting, Admitting and Patient Financial Services
- Created a business continuity plan to ensure work was completed and adequately staffed during unexpected interruptions
- Reviewed budget information to initiate needed change to determine department issues with supervisors
- Reviewed and reassigned workqueues to appropriate work groups to resolution/completion
- Managed Call Center Customer Service (Union Employees) and collections operations for Regions Revenue Cycle
- Served as the liaison for MN Attorney General Agreement and communicated with patients about billing/collection concerns
- Ensured compliance with all federal, state and municipal laws
- Develop and review reports for monitoring compliance
- Ensured processes met patient safety and satisfaction, effective self-pay activities, organizational revenue were maximized.
Supervisor, Patient Account Representatives
Regions Hospital
St. Paul, MN
07.2016 - 07.2017
- Supervised Customer Service Call Center daily operations, directed workflow and processes and provided training and education to staff
- Managed quality work of union employees who handled patient accounts, revenue support, and cash transactions
- Maintained records, provided timely and professional responses, communication to patients, third parties
- Identified problems, recognized symptoms and provide solutions to complex patient billing issues
- Maintained relationships with associated vendors and monitored their performance by performing quality assurance assessments
- Conducted interviews, evaluate performance, and recommend disciplinary action as needed for Union employees.
Patient Access Manager, Emergency Trauma Center/Information Desk
CentraCare Health
St. Cloud, MN
02.2004 - 07.2016
- Developed and implemented policies and procedures to improve efficiency and effectiveness of Patient Access departments and ensure compliance with regulatory standards
- Managed 50+ staff members, including lead representatives and front-line staff, across multiple locations and shifts
- Collaborated with other departments within Revenue Cycle, Finance and Clinical Operations to resolve issues and optimize workflows
- Analyzed data and reports to monitor key performance indicators, such as registration accuracy, patient satisfaction, and call metrics to identify areas for improvement or innovation
- Implemented and maintained training programs and educational materials for new and existing staff members, as well as cross-training initiatives to enhance staff competencies and flexibility
- Led or participated in various projects and initiatives, such as system upgrades, process improvement, customer service, and patient engagement
- Assumed leadership responsibilities and received specialized training in succession planning.
Education
Bachelor of Arts - Organizational Management & Leadership
Concordia University
Skills
- Communicates effectively and confidently
- Vendor Management
- Ability to achieve the target within a given time
- Strategic decision-making and critical thinking
- Revenue Cycle Management
- Promotes conducive/collaborative working relationships
- Financial Reporting/Budgeting
- Producing Live Teams Events/Public Speaking/Training
- Operational Improvements
- Performance monitoring
- Problem-solving abilities
- Issue Resolution
- Quality processes
- Budget Preparation
Affiliations
- Healthcare Financial Management Association
- National Association of Healthcare Access Management
Certification
- Certified Healthcare Access Manager (CHAM)
- Certified Healthcare Access Associate (CHAA)
- Hospital Registration Revenue Cycle Readiness (Epic)
- Certified Revenue Cycle Representative (CRCR)
- Certified Specialist Payment & Reimbursement (CSPR)
- Certified Specialist Physician Practice Management (CSPPM)
Hfma Certificates
- Healthcare Finance: The Big Picture
- Patient Access Essentials (HFMA)
- Patient Financial Communications (HFMA)
- Cost Analysis & Management
- Patient Financial Communications: Emergency Department
- Patient Scheduling Basics (HFMA)
Languages
- Tagalog
- Ibanag
Volunteer Experience
- Philippine Consulate Outreach Program/Fil-Minnesotan Association
- Cultural Society of Filipino-Americans
- Philippine Center of Minnesota-Board Member
- Mentor Collective-Student Mentor
- NAHAM-CHAM JTA Task Force
Timeline
Revenue Cycle Quality Manager
Allina Health
01.2021 - Current
Business Operations Manager
Interpreter Services, Regions Hospital
04.2018 - 07.2020
Interim Manager, Patient Access and Supervisor, Patient Account Representatives
Regions Hospital
07.2017 - 04.2018
Supervisor, Patient Account Representatives
Regions Hospital
07.2016 - 07.2017
Patient Access Manager, Emergency Trauma Center/Information Desk
CentraCare Health
02.2004 - 07.2016
Bachelor of Arts - Organizational Management & Leadership
Concordia University