Kayce Frink

Leadership and Operations Management

• Lead daily staffing assignments, operational rounding, and team huddles to drive throughput, ensure on-time task completion, improve patient flow, and reduce registration wait times.
• Manage biweekly schedules for a 55-member team, optimizing staffing within allocated FTEs to maintain full Emergency Department coverage while reducing premium labor and protecting revenue capture.
• Partner with clinical teams to ensure registrations are completed at the point of service, promoting timely and accurate patient information capture and supporting efficient patient flow and revenue cycle performance.
• Review and approve employee timecards for payroll processing, ensuring accuracy, compliance with established schedules, and appropriate labor allocation.
• Direct registration operations during planned and unplanned system downtimes, maintaining registration accuracy, workflow continuity, and uninterrupted patient access.

Revenue Cycle Strategy and Analytics

• Analyze productivity dashboards, KPIs, and daily operational reports to identify error trends and performance gaps; implement targeted re-education and performance interventions to reduce registration errors, minimize claim denials, and accelerate clean-claim submission.
• Review claim denials and insurance discrepancies to identify recurring registration and eligibility issues; implement corrective actions and staff education to improve insurance accuracy and reduce preventable denials.
• Reconcile cash payments collected by team members to ensure accurate accounting, timely processing, and adherence to financial control procedures.
• Leverage operational data to identify workflow inefficiencies and implement corrective strategies that strengthen front-end revenue cycle performance and data integrity.

Team Development and Performance Management

• Conduct structured one-on-one coaching, performance discussions, and team engagement sessions to strengthen accountability, improve morale, stabilize staffing coverage, and reduce overtime costs.
• Conduct timely employee investigations and administer corrective actions in accordance with organizational policies and procedures, reducing repeat incidents and reinforcing operational standards.

Process Improvement and Implementation

• Implemented a patient-friendly sticker initiative to reinforce service standards, improve the patient experience, and support value-based performance metrics.
• Developed and deployed standardized onboarding workflows, training materials, and SOPs for new hires, shortening ramp-up time, reducing training variability, and improving registration accuracy to minimize downstream billing rework.
• Established a centralized Microsoft Teams communication hub to standardize department-wide communication and provide quick access to policies, workflows, and reference materials, improving information accessibility, reducing misdirection, and strengthening policy adherence.

Patient Access and Registration Operations

• Provide compassionate, front-line support to patients and families by addressing inquiries related to admissions, insurance, and billing, ensuring clear communication and a positive patient experience.
• Conduct comprehensive intake interviews to collect demographic, insurance, and required patient information; accurately enter and maintain data within the hospital’s EMR system.
• Obtain required medical, legal, and financial consents and signatures, ensuring compliance with hospital policies and regulatory standards.
• Verify HMO enrollment, patient co-payments, coverage, and benefits; collaborate with insurance payers to resolve coverage-related questions and discrepancies.
• Perform financial assessments for uninsured and underinsured patients and facilitate financial assistance applications to reduce financial barriers to care.
• Process patient status changes, including upgrading outpatient encounters to inpatient status per physician orders, ensuring accurate documentation and billing.
• Oversee workflow continuity during planned and unplanned system downtimes by implementing established downtime procedures and maintaining registration and documentation integrity.

Patient and Clinical Coordination

• Coordinate with the Department of Health, clinical teams, and funeral directors to obtain required documentation for patient expirations, including death certificates and release of remains, while communicating sensitively and professionally with patients’ families.
• Collaborate with clinical and operational teams to ensure timely completion of registration, documentation, and other front-end requirements supporting efficient patient flow and revenue cycle operations.

Quality Assurance and Process Improvement

• Conduct weekly chart audits for admitted patients to verify completeness and accuracy of registration and consent documentation and ensure compliance with hospital policies and regulatory standards.
• Developed and implemented a standardized signature log and follow-up process for team members, significantly reducing instances of patients leaving without required consents.
• Identify registration and documentation gaps through routine audits and implement process improvements to strengthen compliance, data accuracy, and operational efficiency.

Leadership and Additional Support

• Support department leadership with special projects, operational initiatives, and additional responsibilities as assigned.