Joseph MCcoullum

• Customer Interaction: Create a positive and professional experience for patients, visitors, and team members through respectful, warm, and helpful behavior. Maintain a clean, professional appearance and contribute to a positive representation of the health center.
• Operational Supervision: Oversee daily enrollment activities and patient access services, ensuring accurate registrations, timely pre-certification, and insurance verification. Review registrations for 95% accuracy and manage guest relations during waiting times.
• Financial Management: Collect co-pays and co-insurance at registration and discharge. Monitor self-pay accounts to ensure compliance with cash posting and discount policies.
• Staff Management: Maintain adequate staffing levels, prepare work schedules, and ensure proper coverage. Provide coaching, performance feedback, and conduct corrective actions as needed. Facilitate new employee orientation and training.
• Process Improvement: Engage in performance improvement initiatives, conduct time and flow studies, and collaborate on process and cost enhancements. Ensure timely ordering and maintenance of departmental supplies.
• Technical Proficiency: Demonstrate and document proficiency in clinical and financial computerized systems, resolve system issues, and ensure effective hardware use.
• Training and Development: Attend mandatory and professional training, including MassHealth forums, and implement relevant updates. Ensure all team members complete necessary training modules.
• Evaluation and Reporting: Complete annual employee evaluations, monitor and achieve departmental goals, and support educational programs as directed by leadership.
• Trained new employees on systems and procedures for patient access.
• Collaborated with departments to improve patient flow and access services.
• Implemented training programs to enhance team performance and service quality.

Has consistently handled all matters involving SEIU Union employees within Patient Access Services in a way that minimizes risk to the BMC organization. consistently demonstrating sound judgment and professionalism

• Interviews patients upon entrance to hospital, gathers appropriate information and enters data into Epic RTE.
• Verifies demographics and insurance information to register patients in Epic RTE.
• Assembles registration paperwork and places identification bands on patient.
• Updates health insurance plans / effective dates as well as co payment collection.
• Applies knowledge of payer requirements, utilizing Nehen-Trizetto to verify patient Coverage, Insurance benefits and limitations.
• Utilizes customer service skills and detailed system knowledge to support hospital and clinic operations.
• Accesses patient information through variety of office software applications, maintaining strict confidentiality to remain compliant with HIPAA regulations.
• Coordinates daily shift schedule for each team member.
• Conducts daily shift huddles to ensure that each team member has up to date information regarding Work flow, Assignment, Hospital/Departmental policies.
• Reports to daily Emergency Department Staffing / Safety huddles with ED leadership.
• Provides coaching / support to team members in terms of understanding Work responsibilities, Insurance/ Registration processes.
• Maintains a positive work environment to ensure that team morale remains at high capacity.

• Ambulated individuals with safe and effective strategies.
• Coordinated with doctors and registered nurses to develop care plans for patients.
• Directed patients in simple prescribed exercises, including musculoskeletal functions to increase strength.

• Interviewed perspective students with an emphasis on educational paths and career plans.
• Provided high level of respect and patience with each student interaction.
• Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for economic assistance.
• Processed the flow of information pertaining to Applicants and credentials Matriculated student transcripts.
• Provided information about class options, educational materials and available services.
• Assisted students with filling out and submitting applications for admission.
• Trained new enrollment team members in policies and procedures.
• Communicated program policies and enforced each.
• Maintained positive working relationship with fellow staff and management.
• Granted, modified, denied, or terminated assistance based on key information and eligibility determination.
• Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.