Kimberly Hickey
Ottawa,IL
Summary
At OSF St. Elizabeth Medical Center, I spearheaded quality assurance and performance metrics initiatives, significantly enhancing service delivery and patient satisfaction. My leadership in team management and HIPAA compliance, coupled with a knack for problem-solving, drove departmental efficiency and reduced employee turnover, showcasing a results-driven approach with a balance of hard and soft skills. Capable Patient Representative dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
8
8
years of professional experience
Work History
Patient Access Supervisor
OSF St. Elizabeth Medical Center
Ottawa, IL
09.2021 - Current
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Established strong relationships with insurance providers through effective communication channels to expedite claim processing activities when necessary.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- 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.
Patient Access Team Lead
OSF St. Elizabeth Medical Center
Ottawa, IL
12.2018 - 09.2021
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Proactively resolved patient complaints and grievances by addressing the root cause of the issue and implementing corrective measures to prevent future occurrences.
- Conducted regular audits of patient accounts to identify errors or inconsistencies, resolving issues before they escalated into larger problems.
- Optimized appointment scheduling processes, maximizing daily capacity while minimizing wait times for patients.
- Managed staff schedules effectively, balancing workloads while ensuring proper coverage during peak hours, resulting in better patient experiences.
- Managed a team of Patient Access Specialists, ensuring proper training and adherence to policies and procedures.
- Served as liaison between the Patient Access team and other departments, fostering positive relationships and effective communication.
- Developed training materials for new hires, resulting in reduced onboarding time and improved employee performance.
Patient Access Associate
OSF St. Elizabeth Medical Center
Ottawa, IL
10.2016 - 12.2018
- Supported hospital objectives by participating in quality assurance audits, identifying areas for improvement within the Patient Access department.
- Achieved prompt resolution of patient account issues through regular follow-ups with billing specialists or insurance representatives when needed.
- Enhanced communication with medical staff by accurately documenting and sharing patient information in a timely manner.
- Participated in cross-training initiatives, enhancing the team''s ability to provide comprehensive support across various departments within the hospital setting.
- Developed strong relationships with insurance providers, streamlining claim submissions and ensuring timely reimbursement for services provided.
- Streamlined patient intake procedures for enhanced efficiency and reduced wait times.
- Demonstrated adaptability by readily adjusting to new software systems, policies, or procedures as required for organizational success.
Education
High School Diploma -
West Chicago Community High School
West Chicago, IL06.2004
Skills
- HIPAA Compliance
- Effective problem solving
- Team Management
- Insurance Verification
- Appointment Scheduling
- Revenue Cycle Management
- Customer Service
- Problem-Solving
- Multitasking and Organization
Timeline
Patient Access Supervisor
OSF St. Elizabeth Medical Center
09.2021 - Current
Patient Access Team Lead
OSF St. Elizabeth Medical Center
12.2018 - 09.2021
Patient Access Associate
OSF St. Elizabeth Medical Center
10.2016 - 12.2018
High School Diploma -
West Chicago Community High School