Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic
Ladilia M. Bryant

Ladilia M. Bryant

Columbus,USA

Summary

Aiming to enhance my career and elevate in Management Quality and Customer Relations and to share my expertise in —Exceptional Verbal and Written Communication, Vast knowledge in overseeing patient satisfaction tool(s) such as Press Ganey) and Demonstrating result-oriented interpersonal Relations with clients. Seeking to use my proficiency in Conflict Resolution, Employee Relations, Decision- Making for healthcare. Possess, a wide range of knowledge in Healthcare Regulatory practices i.e. Joint Commission and DNV). Knowledge with Public Relations—EPIC-electronic health record platform. Highly skilled in guiding, coaching, and mentoring for beneficial transformation and outcomes and enhancement efforts for Quality:

Exceptionally qualified healthcare expert with a Bachelor's degree in Healthcare Administration, and a Master's in Executive Healthcare Administration. Has over 30 years of varied healthcare experience in the same organization. Implementing strategic plans to achieve operational excellence. Established Leen Six Sigma Black Belt. (Piedmont Healthcare, Columbus Doctors Hospital (same hospital/name rebranded)

Overview

30
30
years of professional experience
11
11
Certification

Work History

Manager, Patient Relations

Piedmont Columbus Regional Health System
03.2022 - Current
  • Manage a multi-facility campus (850 beds total)
  • Manage all aspects of the patient experience, both in terms of their treatment and their entire stay in your healthcare facility
  • Communicate with patients to assess their needs and determine a path to treatment and progress
  • Promotes a patient and family centered approach to identifying and resolving problems
  • Supports and coaches’ staff as a liaison between patients/families and leadership at Piedmont Columbus to find resolution in escalated situations
  • Acts as an intermediary on behalf of patients and their families
  • Identifies and presents trends that could be addressed to improve quality and patient experience
  • Additional responsibilities include process improvement, program development, project management, data analysis and presentation, and service excellence coaching
  • Collaborates with all departments to identify and drive change throughout the facility
  • Ensures department compliance with core policies, accreditations, and regulatory requirements
  • Manage Press Ganey customer service tool/module) extracting data for multi-leveled healthcare facilities, and develop integrated solutions (for example, helping to improve employee engagement and patient experience simultaneously
  • Provide excellent oral and written communication in accordance with Centers for Medicare & Medicaid Services (CMS), The Joint Commission (TJC), and Det Norske Veritas (DNV) regulatory guidelines
  • Investigate and resolve the organization's grievances/grievances (including discrimination and financial issues) and ensure effective oral and written communication in accordance with CMS and Joint Commission (TJC) requirements
  • This means the compliance rate is 100 percent
  • Assist the Joint Commission and the State of Georgia with survey site visits regularly, and provide consumers with assistance and resolution to maintain quality of care and customer service measures
  • Prepare and submit the grievance procedure to the Joint Commission surveyor, resulting in a triannual compliance rating of 100 percent
  • Provide communication of clinical reviews to all levels of employees, including physicians, consumers, and patients
  • Present grievance process to The Joint Commission surveyor, resulting in 100% triannual compliance evaluation
  • Prepare final grievance responses for Senior Executive Officer, Patient Experience Officer, VP of Quality/Regulatory Compliance, Risk Management, and Assistant Chief Nursing Officers' approval
  • Assist in minimizing risk by utilizing the system statistics for data project coordination, performance improvement, and staff development
  • Performs audits for improvement of potential risk and quality of care issues throughout the organization by providing analyzed trended data
  • Report severity level incidents for hospital liability insurance reporting to Risk Management, Quality & Grievance Committee, Quality Management Monthly Operational, Medical Executive, and Corporate Compliance

Coordinator, Patient Relations

Piedmont Columbus Regional Health System
10.2014 - 03.2022
  • Manage, a 683-bed hospital with a Level II Trauma Center, handles hospital grievance processes and serves as a liaison and advocate for patients, clinicians, visitors, and staff
  • Evaluate, investigate, and resolve customer complaints/grievances (medical diagnosis, medication errors, surgical site infections, discrimination, staff and physician behaviors, and financial concerns
  • Manage Press Ganey data for multi-leveled healthcare facilities, develop integrated solutions (for example, helping to improve employee engagement and patient experience simultaneously
  • Provide excellent verbal and written communication in compliance with the Centers for Medicare & Medicaid Services (CMS), The Joint Commission (TJC), and Det Norske Veritas regulatory guidelines (DNV)
  • Investigate and navigate the organization's complaints/grievances (including discrimination and financial issues) and deliver effective verbal and written communication in compliance with CMS and The Joint Commission requirements (TJC)
  • As a result, the compliance rate is 100 percent
  • Assist the Joint Commission and the State of Georgia with survey site visits regularly, and provide consumers with assistance and resolution in order to maintain quality of care and customer service measures
  • Submits the grievance procedure to the Joint Commission surveyor, resulting in a triannual compliance rating of 100 percent
  • Provide communication of clinical reviews to all levels of employees, including physicians, consumers, and patients
  • Present grievance process to The Joint Commission surveyor, resulting in 100% triannual compliance evaluation
  • Prepare final grievance responses for Senior Executive Officer, Patient Experience Officer, VP of Quality/Regulatory Compliance, Risk Management, and Assistant Chief Nursing Officers' approval
  • Assist in minimizing risk utilizing the system statistic for data project coordination, performance improvement, and staff development
  • Performs audits for improvement for potential risk and quality of care issues throughout the organization by providing analyzed trended data
  • Report severity level incidents for hospital liability insurance reporting to Risk Management, Quality & Grievance Committee, Quality Management Monthly Operational, Medical Executive, and Corporate Compliance

Quality and Risk Analyst

Columbus Regional (Midtown Medical Center)
12.2012 - 10.2014
  • Responsible for reviewing and monitoring risk management data for current and/or projected risk claims, as well as producing management reports
  • I helped with the review, investigation, evaluation of and responses to actual and potential claims
  • Consumer diagnoses, pharmaceutical errors, surgical site infections, discrimination, staff and physician behaviors, and financial concerns were all examined, investigated, and handled through incidents, grievances, and complaints
  • Provide excellent verbal and written communication in compliance with the Centers for Medicare & Medicaid Services (CMS), The Joint Commission (TJC), and Det Norske Veritas regulatory guidelines (DNV)
  • Investigate and navigate the organization's complaints/grievances (including discrimination and financial issues) and deliver effective verbal and written communication in compliance with CMS and The Joint Commission requirements (TJC)
  • As a result, the compliance rate is 100 percent
  • Managed the Quality and Patient Safety Quality incident reporting system serving as System Administrator

Manager, Patient Access/Registration

Columbus Regional (Doctors Hospital Campus)
08.2010 - 12.2012
  • Managed and maintained efficiently, facilitating patients' processes to gain access to medical treatment within the hospital facilities (clinics, emergency services, and surgery center)
  • Developed training and education materials for registration processes by utilizing the quality assurance process
  • Ensured safety and satisfaction as they relate to registration and admission while optimizing the facility’s financial performance
  • Managed, established, and implemented corporate and departmental Policies & Procedures standards in accordance with the Center for Medicaid & Medicare healthcare guidelines
  • Maintained departmental budget, by preparing quarterly and annual budget reports, including maintaining departmental budgets within the threshold established by the organization, (100% compliance within a set budget)
  • Consistently accomplished and achieved cash collections goals set by the organization (Achieved and (Maintained 97% rating for Point of Service Collection)
  • Ensured 100% accuracy of processing pre-authorizations and insurance verification for pre-billed claims upon admission and pre-admit, resulting in a marginal revenue increase
  • Developed and maintained efficient registration processes within standardized patient registration protocols (resulting in a systematic minimization of wait time)
  • Managed and developed a Quality Assurance process
  • Minimized Wait Time: 20 minutes to six minutes for registration
  • Managed and developed educational resources for staff training; Conducted interviews for the hiring process and maintained staff yearly performance evaluations
  • Assisted in providing recruitment practices and local labor market decisions regarding future staffing placement
  • Provided new hire evaluation consults and coaching for departmental staffing

Manager, Guest/Patient Relations

Doctors Hospital
03.2003 - 08.2010
  • Company Overview: (262-bed facility)
  • Responsible for the management and daily operations Guest Relations Department to include managing Patient Advocates/Patient Representatives and Hospital Public Communications Departments
  • Managed hospital organization grievance processes and served as a liaison and advocate for all consumers (patients, physicians, visitors, and staff)
  • Managed processes for evaluation and investigation of grievances/complaints regarding consumers’ (diagnosis, medication errors, surgical site infections, discrimination, staff & physician behaviors, and financial concerns
  • Managed process to provide effective verbal and written communication in accordance with the regulatory guidelines for the Center of Medicare & Medicaid (CMS), and The Joint Commission (TJC)
  • (resulting in 100% compliance evaluations)
  • Provided guidance and resolutions to consumers for a focus on quality of care and customer service measures; Presented grievance process to The Joint Commission surveyor, resulting in 100% triannual compliance evaluation
  • Provided clinical reviews and verbal and written communications for employees, physicians, consumers, and patients
  • Consistently assist with The Joint Commission and State of Georgia survey site visits
  • Managed the Quality and Patient Safety Quality reporting system (System Administrator)
  • Utilized the system statistic for data project coordination, performance improvement, and staff development
  • Performs audits for improvement for potential risk and quality of care issues throughout the organization by providing analyzed trended data to minimize hospital risk
  • Participated and severed as an advisor for the Quality & Grievance Committee, Ethics, & Compliance, Quality Council
  • Served as Ethic Committee advisor to ensure fairness of patients’ rights
  • Managed and developed educational resources for staff training; Conducted interviews for the hiring process and maintained staff yearly performance evaluations
  • Assisted in providing recruitment practices and local labor market decisions regarding future staffing placement
  • Provided new hire evaluation
  • (262-bed facility)

Manager, Patient Account & Insurance Department(s)

Doctors Hospital (HCA Healthcare)
11.1995 - 08.2002
  • Responsible for management of hospital insurance and billing staff representatives
  • Managed the research and analysis of denied hospital claims
  • Conducted appeals for denial recovery
  • Developed Quality Assurance (QA) programs for effective billing solutions
  • Identified root cause of denial and developed corrective plans for resolutions of insurance processing error and denials
  • Identified and pursued opportunities for improvement in denial performances and rejected explanations of benefits
  • Prepared quarterly and annual budgets to include maintaining departmental finances within the limited threshold established by the organization; consistently achieved cash collection goals set by the organization
  • Prepared weekly & monthly quality assurance reports statistical reports to insurance carriers for processing of electronic and manual insurance claims
  • Collaborated with insurance providers/carriers concerning the processing of Manage care, Medicare, Medicaid, and Commercial claims; processed all insurance and patient payments
  • Established respectful relationships with third-party payers, HMOs, PPOs, Medicare, Medicaid, Workers' Compensation (WC) carriers, and independent commercial carriers
  • Conducted and ensured insurance audits to ensure proper allocation of insurance carriers’ procedure for billing compliance, resulting in timely submission of claims resulting in (97 % accuracy in clean claim submission
  • Managed and developed educational resources for staff training; Conducted interviews for the hiring process, and maintained staff yearly performance evaluations
  • Assisted in providing recruitment practices and local labor market decisions regarding future staffing placement
  • Provided new hire evaluation consults and coaching for departmental staffing

Education

Masters of Arts - Executive Leadership in Healthcare, Employee Relations & Legal Issues of Healthcare Business & Healthcare Ethical Business (Cognitive)

Liberty University
01.2017

Bachelor of Science - Healthcare Administration

University of Phoenix
Columbus, GA
01.2008

Skills

  • Customer service
  • Team leadership
  • Time management
  • Decision-making

Certification

  • 2024, Quality Performance Initiatives: Black Belt Certification Six Sigma Black Belt
  • 2012, Press Ganey Certification (Employment Engagement Tool)
  • 2010, Young Leaders Healthcare Exploration (certification)
  • 2008, Customer Service & End of Life Decision Certification (Palliative Care Consultant)
  • 2003, Gallup Coach Certification (Employee Talent Management)
  • 2002, Advanced Certified Patient Account Representative (CPAR)
  • 2002-2005, Development Dimensions International Certification (DDI Leadership Competency)

Timeline

Manager, Patient Relations

Piedmont Columbus Regional Health System
03.2022 - Current

Coordinator, Patient Relations

Piedmont Columbus Regional Health System
10.2014 - 03.2022

Quality and Risk Analyst

Columbus Regional (Midtown Medical Center)
12.2012 - 10.2014

Manager, Patient Access/Registration

Columbus Regional (Doctors Hospital Campus)
08.2010 - 12.2012

Manager, Guest/Patient Relations

Doctors Hospital
03.2003 - 08.2010

Manager, Patient Account & Insurance Department(s)

Doctors Hospital (HCA Healthcare)
11.1995 - 08.2002

Bachelor of Science - Healthcare Administration

University of Phoenix

Masters of Arts - Executive Leadership in Healthcare, Employee Relations & Legal Issues of Healthcare Business & Healthcare Ethical Business (Cognitive)

Liberty University

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Ladilia M. Bryant