Joshua Wells
Geisinger Wyoming Valley Medical Center
SCRANTON,PA
5
years of professional experience
Results-driven healthcare operations leader with over 5 years in healthcare administration and team management. Managed teams of 20+ while enhancing workflow, resolving patient concerns, and driving operational efficiency. Experienced in healthcare member services, remote contact center operations, team leadership, KPI monitoring, and stakeholder communication. with applicable expertise in pharmaceutical contact center operations and patient support programs.
Work History
Supervisor, Patient Access Services
1 Year 2 Months- Lead day-to-day operations for a team of 20+ employees, coordinating workflows while maintaining service, productivity, and quality standards.
- Monitor operational KPIs and employee performance to identify workflow gaps, support continuous improvement and strengthen service delivery.
- Collaborate with revenue cycle, clinical, and operational stakeholders to improve registration accuracy and reduce preventable administrative errors.
- Identify recurring operational challenges, resolve escalated issues and support implementation of solutions that improve efficiency and the patient experience.
- Coach and develop team members on operational procedures, compliance requirements, quality standards, and performance expectations.
Patient Access Representative
1 Year- Coordinated patient registration, scheduling, and eligibility verification workflows to enhance patient access and streamline insurance processes.
- Reviewed insurance benefits and eligibility information to support accurate registration and prevent administrative issues.
- Collaborated with clinical teams and internal departments to resolve patient access issues and support timely care.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Enhanced overall patient experience with empathetic communication and thorough explanations of insurance benefits and coverage.
Heathcare Contact Center Specialist
2 Years 9 Months- Supported healthcare members in a remote contact center environment, addressing complex questions involving insurance benefits, claims, billing, coverage, and healthcare services.
- Managed member inquiries and escalations while maintaining quality, productivity, documentation, and compliance standards.
- Researched account information, coordinated issue resolution, and communicated complex benefit information clearly to improve service outcomes.
- Balanced competing service priorities while maintaining accuracy, professionalism, and positive member experience.
- Adapted quickly to changing processes, product updates, and service expectations across contact center operations.
Education
Bachelor of Science - Business, Minor in Healthcare Management
- Capella University Dean's List
Skills
Project Coordination
Call Center Operations
Patient Access Management
Compliance &HIPAA
KPI monitoring
Process improvement
Service Quality Improvement
Stakeholder collaboration
Change support
Project Coordination
Quality Assurance
Compliance & HIPAA
Timeline
Supervisor, Patient Access Services
Geisinger Wyoming Valley Medical Center
08.2025 - CurrentRead More
Patient Access Representative
Geisinger
08.2024 - 08.2025Read More
Heathcare Contact Center Specialist
Aetna
10.2021 - 07.2024Read More
Capella University
Bachelor of Science from Business, Minor in Healthcare Management
Read More