Kelli Hernandez
Summary
Detail-oriented Patient Access Representative Supervisor with extensive medical services background, strong work ethic, and a proven track record in improving office efficiency.
Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Ability to handle multiple projects simultaneously with a high degree of accuracy.
Overview
22
22
years of professional experience
Work History
Patient Access Supervisor
Children's Hospital Of Richmond At Vcu
02.2019 - Current
- Supervise assigned staff and daily operations
- Coordinate and delegate daily work assignments
- Monitor work flow and make alterations as needed by adjusting job assignments and schedules to keep pace with dynamic bus8iness needs
- Serve as contact and liaison with other VCUHS departments
- Identify and implement process changes to improve patient service and staff productivity
- Hire and train/mentor staff
- Approve/deny leave request
- Supervise 12+ FTEs and evaluate performance of Access staff
- Participate in disciplinary actions
- Manage/oversee other areas in the absence of the Access Manager
- Keep employees abreast of priorities, activities, and procedural and policy changes
- Implement, enhance, and monitor on-going initiatives designed to reduce errors and improve patient service
- Analyze policies, procedures, and work flow processes to make appropriate recommendations for change
- Perform all functions as a Patient Access Representative and Senior Representative as needed.
- Collaborate with Therapy Managers to maintain daily operations for each site.
Senior Patient Access Representative
Children's Hospital Of Richmond Virginia At VCU
03.2018 - 02.2019
- Performed all functions of a Patient Access Representative
- Served as the Patient Access expert for various systems used and more complex registration, scheduling, and insurance issues
- Ensured all business office functions run smoothly to include appointment scheduling, reception, registration, and training
- Functioned as back-up supervisor in th absence of assigned supervisor
- Participated on the interview panel and provided feedback into the hiring decision
- Coach, mentor, and train current and new Patient Access employees
- Delegated work assignments
- Developed work schedules and breaks, including finding additional coverage as needed
- Ensured deposits were made daily/weekly as needed according to policy and procedures
- Communicated operational concerns and provided feedback to facilitate quality assurance
- Provided input/feedback for performance evaluations and/or disciplinary actions
- Informed staff of new processes and enhancements
- Provided excellent customer service to patients and medical staff.
Patient Access Representative
Children's Hospital Of Richmond At Vcu
01.2005 - 03.2018
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Determined insurance coordination of benefits and pre certification requirements for specific services rendered.
- Provided excellent customer service by greeting patients and visitors in a friendly, professional, and respectful manner
- Completed all cash collections, reconciliations, and deposit processes according to departmental policies and procedures
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Obtained and scanned all appropriate documentations
- Processed medical record releases accurately
- Served as mentor and expert to new employees assisting in training of Access Staff
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
Rehabilitation Therapy Technician
Children's Hospital Of Richmond At Vcu
09.2001 - 01.2005
- Monitored patient's safety and response to exercise intensity to discuss with therapist or assistant.
- Assisted with reception duties like scheduling patients and completing follow up calls.
- Prepared patients to meet with therapists.
- Responsible for providing direct and indirect patient-care related activities under the direction and supervision of licensed Physical, Occupational, and Speech Therapist
- Monitored the patient's response to activities and report response to supervising therapist
- Maintained an environment of care, general department maintenance, cleaning and monitoring of equipment, ordering and stocking of supplies.
- Performed a variety of general administrative responsibilities that included patient scheduling and registration and other duties that supported safe and efficient operations.
Education
High School Diploma -
John Randolph Tucker High School
Richmond, VANo Degree -
J Sargeant Reynolds Community College
Richmond, VASkills
- Quality Assurance
- Problem-Solving
- Registration and Admissions
- Multitasking and Organization
- Customer Service
- Appointment Scheduling
- Relationship Building
- Training Coordination
- Team collaboration
- Process Improvement
- Team Leadership
- EPIC
- Outlook
- Microsoft Office
Timeline
Patient Access Supervisor
Children's Hospital Of Richmond At Vcu
02.2019 - Current
Senior Patient Access Representative
Children's Hospital Of Richmond Virginia At VCU
03.2018 - 02.2019
Patient Access Representative
Children's Hospital Of Richmond At Vcu
01.2005 - 03.2018
Rehabilitation Therapy Technician
Children's Hospital Of Richmond At Vcu
09.2001 - 01.2005
High School Diploma -
John Randolph Tucker High School
No Degree -
J Sargeant Reynolds Community College
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