Krista Lawrence
Albuquerque,NM
Summary
Dynamic professional with extensive experience in customer service and front office management at Dignity Health Medical. Proven track record in optimizing patient access processes and enhancing satisfaction through effective communication and problem-solving skills. Adept at implementing quality assurance measures, resulting in improved efficiency and a positive work environment.
Overview
7
7
years of professional experience
Work History
Front Desk Receptionist
J and P Hospitality
11.2024 - Current
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Streamlined check-in processes, reducing wait times for guests.
- Increased customer satisfaction by promptly addressing and resolving inquiries and concerns.
Patient Access Supervisor
Dignity Health Medical
03.2022 - 03.2024
- 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.
- Optimized staff scheduling to maintain adequate coverage during peak hours, minimizing patient wait times and improving service quality.
- 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.
- Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
Patient Access Registrar
Upper Valley Connecticut Hospital
01.2018 - 03.2022
- Optimized appointment scheduling by accurately recording patient preferences and availability while balancing provider schedules.
- Improved patient satisfaction by efficiently registering patients and verifying insurance information.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Determined patient financial needs and referred eligible patients to proper county, state, or federal agencies to obtain financial assistance.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits.
- Contributed to a positive work environment by consistently providing exceptional customer service to both patients and colleagues.
- Increased patient trust by maintaining strict confidentiality of personal health information as per HIPAA guidelines.
- Assisted in training new Patient Access Registrars, sharing best practices for optimal performance.
Education
High School Diploma -
Sinagua
Flagstaff, AZ06-1993
Skills
- Customer service
- Attention to detail
- Time management
- Listening skills
- Cash handling
- Telephone etiquette
- Problem-solving skills
- Team collaboration
- Scheduling
- Appointment scheduling
- Verbal and written communication
- Scheduling appointments
- Office organization
- Oral and writing communication
- File organization
- Hospitality services
- Front office management
- Filing
- Work prioritization
- Complex Problem-solving
- Office administration
- Guest relations
- Multi-line telephone systems
- Conflict management
- Office management
- Effective planning
- Inventory control
- Staff management
Timeline
Front Desk Receptionist
J and P Hospitality
11.2024 - Current
Patient Access Supervisor
Dignity Health Medical
03.2022 - 03.2024
Patient Access Registrar
Upper Valley Connecticut Hospital
01.2018 - 03.2022
High School Diploma -
Sinagua
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