Clinstar
Kelli Calkins
Dorr,MI
Summary
Dynamic leader with a proven track record at University Of Michigan Health-West, I excel in team leadership and HIPAA compliance, enhancing patient satisfaction and operational efficiency. My leadership fosters multidisciplinary collaboration and innovation, significantly improving service delivery and employee performance through effective mentoring and problem-solving skills.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Access Manager
University Of Michigan Health-West
05.2014 - Current
- Oversaw budget planning and management for the Patient Access department, optimizing resources while maintaining quality standards.
- Fostered an inclusive work environment by promoting open communication channels and encouraging collaboration among team members.
- Created standard operating procedures for all Patient Access functions, ensuring consistency in service delivery across multiple departments.
- Evaluated workflow efficiency regularly, implementing process improvements as needed to meet changing demands on the healthcare system effectively.
- Improved patient satisfaction by streamlining registration processes and implementing efficient scheduling systems.
- Collaborated with cross-functional teams to address challenges related to patient access operations, fostering an environment of continuous improvement and innovation.
- Conducted regular performance evaluations of team members, identifying areas for improvement and providing constructive feedback for professional growth.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Patient Access Supervisor
University Of Michigan Health-West
01.2009 - 05.2014
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Conducted regular performance reviews for staff members, providing constructive feedback and setting goals for future growth and development.
- Enhanced patient satisfaction with improved communication strategies and timely resolution of issues.
- Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
- Assisted in the development of departmental budget, monitoring expenditure levels, and identifying opportunities for cost savings without compromising on patient care quality.
- Facilitated cross-functional collaboration between departments to streamline processes and provide seamless patient care services.
- Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
- Improved revenue cycle management by overseeing accurate insurance verification processes, reducing billing errors, and ensuring prompt payment collection from patients.
Revenue Cycle Education Coordinator
University Of Michigan Health-West
06.2006 - 01.2009
- Established a culture of continuous learning by implementing regular feedback loops and performance evaluations.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Updated employees with latest policies, procedures and compliance standards.
- Provided recommendations for process improvements.
- Enhanced employee performance by developing comprehensive training programs.
- Managed a training specialist to ensure consistent delivery of high-quality training sessions across all departments.
- Evaluated the effectiveness of existing training initiatives using key performance metrics, making data-driven adjustments when necessary.
Patient Access Team Coordinator
University Of Michigan Health-West
02.2004 - 06.2006
- Delegated daily tasks, addressed employee questions and resolved scheduling issues.
- Managed team workload to reach targets for specific tasks.
- Built strong relationships with customers through positive attitude and attentive response.
- Served as a liaison between management and team members to address concerns and facilitate problem-solving initiatives.
- Improved team collaboration with regular meetings, progress updates, and transparent communication.
- Trained, motivated and guided on-boarding members.
Document Control Coordinator
University Of Michigan Health-West
04.2002 - 02.2004
- Scanned, filed and transmitted various documents and adhered to digital filing procedures.
- Established clear document retention schedules in accordance with industry guidelines and company policies, minimizing unnecessary storage costs while ensuring access to vital records.
- Maintained confidentiality in handling sensitive documents, protecting both the organization''s intellectual property and client information from unauthorized disclosure.
- Assisted in the implementation of software upgrades to improve overall document management capabilities within the organization.
Patient Access Associate
University Of Michigan Health-West
07.2001 - 04.2002
- Greeted customers warmly to set tone of customer experience and provide welcoming and friendly atmosphere.
- Exceeded performance targets through diligent work ethic and focus on results-driven tasks.
- Learned and followed all organizational policies and procedures to maintain safe and professional working environments.
- Assisted in training new hires and offered ongoing support to help them reach their full potential.
- Responded to customer questions via telephone and written correspondence regarding insurance benefits, provider contracts, eligibility, and claims.
- Provided valuable input during team meetings, resulting in the identification of new opportunities for growth and development within the organization.
Registration Specialist
University Of Michigan Health-West
01.2001 - 07.2001
- Verified insurance coverage to confirm patient coverage for necessary medical services.
- Gathered demographic and insurance information to register patients for outpatient testing appointments.
- Imaged and scanned patient and registration documentation into electronic patient records.
- Demonstrated adaptability in handling high-volume periods while maintaining a calm demeanor, resulting in efficient service delivery during peak hours.
- Built rapport with diverse populations through excellent interpersonal skills, empathy, and active listening abilities during interactions with patients and families.
- Prepared patient charts before visits to facilitate easy access to relevant information for healthcare providers.
- Maintained patient confidentiality by adhering to HIPAA regulations and securing sensitive information.
Education
Bachelor of Science - Healthcare Administration
Davenport University
Grand Rapids, MI05.2003
High School Diploma -
Wayland Union High School
Wayland, MI05.1999
Skills
- Effective written and verbal communication
- HIPAA Compliance
- Effective problem solving
- Team Management
- Employee Recruitment and Hiring
- Employee Performance Evaluations
- Multidisciplinary team collaboration
- Critical Thinking
- Decision-Making
- Employee Supervision
Certification
- CHAM Certified
- Six Sigma Certified - White Belt
- UMHW Rising Leader Certified
Affiliations
- NAHAM
- HFMA
- MCRA
Software
Pathways Healthcare Systems
OnBase
Solcom
Epic
Microsoft Office
Timeline
Patient Access Manager
University Of Michigan Health-West
05.2014 - Current
Patient Access Supervisor
University Of Michigan Health-West
01.2009 - 05.2014
Revenue Cycle Education Coordinator
University Of Michigan Health-West
06.2006 - 01.2009
Patient Access Team Coordinator
University Of Michigan Health-West
02.2004 - 06.2006
Document Control Coordinator
University Of Michigan Health-West
04.2002 - 02.2004
Patient Access Associate
University Of Michigan Health-West
07.2001 - 04.2002
Registration Specialist
University Of Michigan Health-West
01.2001 - 07.2001
Bachelor of Science - Healthcare Administration
Davenport University
High School Diploma -
Wayland Union High School
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