JOYLYN MASON
Albuquerque,NM
Summary
Strategic and compassionate healthcare administrator with 10 years of experience leading multi-specialty clinical operations, government benefits administration, and patient access initiatives. Recognized for driving operational excellence, improving patient satisfaction, and mentoring high-performing teams. Proven ability to streamline workflows, reduce costs, and ensure regulatory compliance across diverse healthcare settings.
Overview
21
21
years of professional experience
Work History
Client Support Specialist
Social Security Administration Federal Government Executive Branch
Albuquerque, NM
04.2024 - Current
- Interview beneficiaries or their representatives to determine eligibility for federal benefits under Federal guidelines, & SSA policies and procedures.
- Comprehensive knowledge of the law, regulations, policies, and procedures of related agencies, Railroad Retirement Board, U.S. Treasury, and State agencies to provide technical support to individuals navigating online benefit systems and electronic services.
- Conduct policy reviews and apply updates to ensure compliance with federal regulations.
- Provide the public with Medicare program information and assist with HI/SMI enrollment process during applicable enrollment periods. Explain provisions and available options for Medicare Parts A, B, C & D including subsidy programs.
- Handle complex benefit payment decisions, appeal processing, determine and collect debts, correct confidential records, and perform program integrity work.
- Sensitive to the needs of clients facing homelessness, mental and physical disabilities, hearing and visual impairments as well as accommodating language barriers.
- Investigate and resolve benefit discrepancies, ensuring correct payments in collaboration with regional processing centers.
- Provide technical support to individuals navigating online benefit systems and electronic services. Refer clients to contracted third-party service providers to assist with identification verification barriers.
Clerical & Contact Center Operations Manager
Presbyterian Healthcare Services
Santa Fe, NM
08.2023 - 04.2024
- Directed operations for multi-specialty clinics including Primary Care, Pediatrics, Gastroenterology, Orthopedics, OB/GYN, Urology, Pulmonary, Outpatient Nutrition, Cardiology, Gastroenterology and General Surgery.
- Partnered closely with Labor & Delivery and Perinatal associates to provide patient centered care through all stages of women care.
- Collaborate with hospital care sites and physician leadership to promote effective working relationships within the service line to facilitate achieving goals and objectives.
- Managed all Provider templates in Epic, maintained direct partnership with Clinicians to optimize schedules and improve patient satisfaction.
- Managed the outpatient financial advocate, charged with the oversight of patient billing education, enrollment and eligibility of financial assistance programs and billing estimates for uninsured services.
- Collaborated closely with Management Services Organization (MSO) to streamline cross-functional workflows, improve organizational efficiency, and refine staff performance.
- Leveraged data to create training programs to improve outpatient referral queues and prior authorization processes reducing denials by 60%.
- Collaborate with Clinicians during onboarding to ensure scheduling templates align with the Providers contracted FTEs, as well as accounting for any required administrative blocks.
- Reduced patient cancellations and no-shows by 25% through the implementation of improved reminder call processes and standardization of Epic fast pass.
- Worked directly with patients to address questions and concerns regarding care and billing, evaluated various resolutions to ensure patient satisfactory outcomes.
- Partnered with Epic Cadence teams during system updates to support training for 30+ staff across multiple departments.
- Provided additional Management support to the Nexus Group, an independent contracted clinic specializing in orthopedic surgical services and interventional pain.
- Oversaw daily operations of contact center, improving call resolution rates through increasing team training, improving reference material and communicating with staff.
- Created and oversaw daily work schedules including management of daily staffing and float coverage.
- Implemented cross-training programs across outpatient Departments to enhance team flexibility and coverage.
- Conduct quality audits to ensure daily maintenance of all referrals, financial, patient and MyChart work queues with maintained completion rates at over 75%.
- Achieved 95% staff retention rate through targeted development and team engagement practices.
- Support Director of Practice Operations with special projects by researching relevant topics, analyzing data, and creating reports.
- Monitor supply orders to maintain budget goals and certify cost efficiency.
Clerical Operations Manager
Presbyterian Healthcare
Española, NM
03.2023 - 08.2023
- Oversaw Practice Operations for multi-specialty physician office building with various lines of service including Family & Internal Medicine, General Surgery, Sleep Medicine and Clinic, Cardiology, Labor and Delivery & OB/GYN, Endocrinology, Orthopedics, Pediatrics, Pulmonology, Urology Addiction Medicine and a Same Day Clinic.
- Implemented new fax/records system, RightFax, which reduced document processing time by 40%.
- Increased coordination of sleep medicine referrals by 20% through community outreach.
- Improved scheduling and authorization processes for on-site Sleep Lab.
- Cut operational costs by 15% via strategic resource reallocation and budget analysis.
- Developed and enforced new policies to ensure HIPAA and regulatory compliance.
- Daily assurance that all clinics are operating in accordance with regulatory requirements and organizational policies and procedures.
- Led weekly department huddles to address workflow challenges and share updates.
- Coordinated with IT and clinical teams to troubleshoot EMR integration issues.
- Enhanced patient satisfaction scores through improved scheduling and communication.
Clerical Ops Supervisor – Outpatient Rehab
Presbyterian Healthcare
Albuquerque, NM
12.2021 - 03.2023
- Oversaw administrative operations across multiple rehabilitation sites providing services in Physical, Occupational, Speech, and Aquatic Therapy.
- Improved scheduling efficiency by 35% through EPIC workflow enhancements.
- Reduced appointment no-show rates by 20% with fast-pass and reminder systems.
- Spearheaded cross-departmental initiatives that boosted patient access by 18% through the utilization of Epic inbasket messaging system to enhance sequential scheduling.
- Conducted staff evaluations and created individualized development plans to support and mentor staff in achieving individual goals.
- Implemented electronic faxing system, reducing paper usage and improving security.
- Partnered with finance to reconcile billing discrepancies and improve revenue cycle.
Clerical Operations Supervisor
Presbyterian Healthcare
Santa Fe, NM
08.2018 - 12.2021
- Successfully opened and operationalized a new multi-specialty physician office building.
- Successfully recruited and trained core patient registrar, patient visit specialists, financial advocate and team leads.
- Reduced claim denials by 22% through targeted staff training and quality audits.
- Enhanced team productivity by 30% through coaching and performance evaluations.
- Achieved 10% cost savings on operational expenses by reducing waste and allocating resources.
- Led readiness surveys and mock inspections to ensure Joint Commission compliance.
- Managed Epic template builds and scheduling rules across multiple departments.
- Developed onboarding materials and training guides for new clerical staff.
- Managed the outpatient financial advocate, charged with the oversight of patient billing education, enrollment and eligibility of financial assistance programs and billing estimates for uninsured services.
Scheduling Lead
Presbyterian Contact Center
Albuquerque, NM
11.2014 - 08.2018
- Trained and supervised 80+ call center reps, improving scheduling accuracy by 20%.
- Led deployment of specialty scheduling protocols, reducing patient wait times.
- Developed performance metric dashboards that improved team KPIs by 15%.
- Created and supported shared knowledge base for scheduling procedures.
- Collaborated with IT to resolve system issues and improve user experience.
- Supported implementation of new departments and services within the contact center.
- Trained new processes and new lines of business.
Accounting Assistant IV
Los Alamos National Laboratory
Los Alamos, NM
11.2004 - 02.2013
- Audited and processed travel expense reports with 99% accuracy and confidentiality.
- Trained staff on new financial systems, improving reimbursement turnaround.
- Maintained confidential records with zero compliance violations over 10 years.
- Assisted with onboarding and documentation for new hires and postdocs.
- Streamlined filing and documentation processes, improving audit readiness.
Education
B.S. - Business Administration
Northern New Mexico College
Española, NMSkills
- Healthcare Operations & Compliance
- Strategic Planning & Budget Oversight
- EHR Systems (Epic, Cadence, MyChart, Reporting Workbench)
- Staff Recruitment & Development
- Patient Access & Scheduling Optimization
- Medicare & Social Security Benefits
- Quality Assurance & Risk Management
- Data Analysis (Tableau, Business Objects)
- Conflict Resolution & Communication
- Epic (Cadence, MyChart, OpTime, Workbench)
- Genesys cloud, AWS Connect
- Tableau
- Business Objects
- Microsoft Office
- PCOM, F key system
- ARIS, EM28,IC00
- RightFax
Awards
Presbyterian Hero Award, 04/01/13
Timeline
Client Support Specialist
Social Security Administration Federal Government Executive Branch
04.2024 - Current
Clerical & Contact Center Operations Manager
Presbyterian Healthcare Services
08.2023 - 04.2024
Clerical Operations Manager
Presbyterian Healthcare
03.2023 - 08.2023
Clerical Ops Supervisor – Outpatient Rehab
Presbyterian Healthcare
12.2021 - 03.2023
Clerical Operations Supervisor
Presbyterian Healthcare
08.2018 - 12.2021
Scheduling Lead
Presbyterian Contact Center
11.2014 - 08.2018
Accounting Assistant IV
Los Alamos National Laboratory
11.2004 - 02.2013
B.S. - Business Administration
Northern New Mexico College