Lakesha Johnson
Virginia Beach
Summary
Dynamic Patient Access Team Lead with extensive experience at Sentara Norfolk General Hospital, excelling in patient registration and appointment scheduling. Proven ability to streamline processes, enhance patient satisfaction, and ensure HIPAA compliance. Skilled in effective delegation and compassionate communication, fostering teamwork and delivering exceptional service in high-pressure environments.
Overview
9
9
years of professional experience
Work History
Patient Access Team Lead
Sentara Norfolk General Hospital
05.2024 - Current
- Oversees daily operations within the Patient Access Department, ensuring smooth registration and admissions processes, training staff, and serving as a point of escalation for questions and issues.
- Provide excellent customer service to patients and visitors, ensuring a positive experience.
- Streamline patient registration process by implementing efficient workflows and reducing wait times.
- Facilitate timely discharge of patients by coordinating with clinical teams and ensuring all necessary documentation was completed accurately.
Patient Access Representative II
Sentara Norfolk General Hospital
08.2022 - 04.2024
- Obtained and verify patient demographic, insurance, and financial information.
- Greeted patients and visitors, answer phone calls and address patient inquiries.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
Patient Care Specialist
Sentara Medical Group
03.2021 - 07.2022
- Provided non-clinical support to ensure patients received exceptional care by performing administrative tasks, scheduling appointments, and coordinating referrals, all while maintaining accurate records and communicating effectively with patients and healthcare providers.
- Scheduled appointments and outpatient procedures under general supervision, to include required coordination of referrals, resources, & pre-authorizations.
- Employed a high level initiative & independent judgement to make decisions about appropriate prioritization & handling/routing of incoming request & difficult problems.
Customer Service Representative
Sentara Healthcare
02.2019 - 02.2021
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Patient Account Representative
EVMS Medical Group
05.2016 - 01.2019
- Assisted colleagues during peak periods or absences, showcasing teamwork skills while maintaining personal workload demands efficiently.
- Posted payments and processed refunds.
- Electronically submitted bills according to compliance guidelines.
- Enhanced patient satisfaction by promptly addressing inquiries and resolving account issues.
Education
No Degree - Medical Billing & Coding
Centura College
Norfolk, VA06-2015
Skills
- HIPAA compliance
- Effective delegation
- Patient registration
- Appointment scheduling
- Compassionate & Committed to helping people
- Written & verbal Interpersonal communication skills
- Ability to multitask & string attention to detail
- Referral Verification
- EPIC, Athena, & EMR experience
Timeline
Patient Access Team Lead
Sentara Norfolk General Hospital
05.2024 - Current
Patient Access Representative II
Sentara Norfolk General Hospital
08.2022 - 04.2024
Patient Care Specialist
Sentara Medical Group
03.2021 - 07.2022
Customer Service Representative
Sentara Healthcare
02.2019 - 02.2021
Patient Account Representative
EVMS Medical Group
05.2016 - 01.2019
No Degree - Medical Billing & Coding
Centura College
Similar Profiles
Blake LeebrickBlake Leebrick
Certified (Licensed) Surgical Assistant at Sentara Health (Sentara Norfolk General Hospital)Certified (Licensed) Surgical Assistant at Sentara Health (Sentara Norfolk General Hospital)
Kiah BrownKiah Brown
Nursing Care Partner at Sentara Norfolk General Hospital, General ICUNursing Care Partner at Sentara Norfolk General Hospital, General ICU
Allyzarey GonzalesAllyzarey Gonzales
Patient Care Technician - Resource Pool at Sentara Norfolk General HospitalPatient Care Technician - Resource Pool at Sentara Norfolk General Hospital
ALEXANDRIA F. CLEMENTSALEXANDRIA F. CLEMENTS
RN Unit Coordinator at Sentara Norfolk General Hospital-Intermediate CareRN Unit Coordinator at Sentara Norfolk General Hospital-Intermediate Care
Gabrielle VarholaGabrielle Varhola
Inpatient Warrior Family Liaison Office (IWFLO) & Warrior Family Coordination Cell (WFCC) at U.S. Navy- Walter Reed National Military Medical CenterInpatient Warrior Family Liaison Office (IWFLO) & Warrior Family Coordination Cell (WFCC) at U.S. Navy- Walter Reed National Military Medical Center