LaQuita Jones
Jackson,TN
Summary
Detailed-oriented Leader who will bring a wealth of experience overseeing the operations of admitting and registration departments within the healthcare sector. With nearly twelve years of Patient Access Services experience, leadership philosophy is based on inspiring and empowering team members through servant leadership principles, building a culture of trust, collaboration, and continuous growth. Deeply devoted and dedicated to serving patients and fostering an inclusive work environment where team members may prosper, thrive, and reach their full potential.
Overview
17
17
years of professional experience
Work History
Patient Access Representative II (GI Department)
Jackson Madison County General Hospital
10.2023 - Current
- Provide excellent customer service to patients and healthcare professionals while managing patient registration
- Create patient charts, manage patient registration and billing issues, and identify self-pay patients for financial assistance programs
- Monitor incoming calls from patients, physicians, or other healthcare providers while providing timely responses
- Collaborate with other departments to coordinate patient care
- Facilitated smooth transition between pre-registration and registration process through proactive follow-up with patients or families.
Patient Access Representative II (Team Lead)
Jackson Madison County General Hospital
08.2021 - Current
- Demonstrate proficiency in various healthcare software programs, ensuring accurate patient records and streamlined department workflows.
- Verify insurance eligibility and refer to issues related to denied medical necessity or authorizations. Collect pre-service payments.
- Demonstrate exceptional problem-solving abilities by detecting potential bottlenecks in the registration process and executing effective strategies to alleviate them.
- Address patient concerns, provide prompt assistance, and manage challenging situations, maintaining calmness under pressure while professionally resolving conflicts or dissatisfied patients.
- Provide exceptional communication and teamwork skills, which boost employee morale, patient happiness, loyalty, and overall outcomes.
Office Manager
Sports Plus Rehab Centers - Trenton
10.2019 - 10.2020
- Managed day-to-day operations of the office, such as ordering supplies, maintaining equipment, and managing calendars.
- Gathered, coordinated, and directed information from patients, physician offices, hospital departments, and clinics to schedule patient appointments.
- Ensured proper insurance payer plan choice and collected co-payments, co-insurance, and deductibles.
- Demonstrated outstanding communication skills and the capacity to collaborate with all levels of staff to tackle pressing issues in a timely and professional manner.
- Developed comprehensive policy manuals outlining procedures and guidelines, contributing to a well-organized workplace culture.
- Created a culture of exceptional customer service and compassionate treatment, which improved patient satisfaction, loyalty, and overall outcomes.
Physical Therapy Technician
Sports Plus Rehab Centers-Trenton
06.2013 - 10.2019
- Assisted physical therapists in therapy efficacy and patient progress
- Facilitated safe and successful patient exercise sessions and assisted in interventions of modalities directed by a physical therapist or physical therapist assistant.
- Assisted in patient assessments, data collection, and treatment planning. (FOTO)
- Improved treatment adherence, sending reminders and motivational messages to patients regarding their therapy schedule and home exercises.
- Created a culture of excellence in customer service and compassionate care that enhanced patient satisfaction, loyalty, and overall outcomes.
Valor Security Officer, Shift Supervisor, Captain
Orange Park, IPC
03.2008 - 04.2010
- Managed a high-performing team to foster a secure, asset-protective environment, fostering teamwork and collaboration for a cohesive and productive work environment.
- Supervised and trained security staff, reducing theft and sabotage events.
- Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety a top priority.
- Ensured quality, customer-service-focused environment for protecting people, property, and assets.
- Monitored property activities for suspicious behavior and safety threats.
Education
Master of Science (M.S.) in Leadership Candidate -
Grand Canyon University
Phoenix, AZ04.2025
Bachelor of Science Health And Human Performance in Exercise Science And Wellness -
University of Tennessee-Martin
Martin, TN05.2011
Associates Degree in Occupational of Science in Personal Trainer -
Heritage College
Jacksonville, US05.2010
Skills
- Exceptional Customer Service
- Insurance Verification
- HIPAA Compliance
- Patient Registration
- Marketing
- Presentation Competency
- Revenue Cycle
- EPIC
- Effective Leadership
- Effective Communication
- Effective Emotional Intelligence
- Servant Leader
Committees
Patient Family Council Committee (PFAC), Provide a platform for researchers to gather ideas and insights.
Partner with healthcare professionals and share unique perspectives.
Comprise patients, family members, administrators, clinicians, and staff.
Promote patient- and family-centered care culture.
Guide PFCC implementation for improved programs, services, and policies.
Enhance high-quality, safe care delivery.
Personal Skills
Critical Thinking and Problem-Solving, Oral and Written Communication, Uphold Accountability, and Willingness to Seek, Gain, Share, and Improve Knowledge
Patient Champion Experience
- Cultivating patient and family-centric culture.
- Supporting WTH's Mission, Vision, and Values.
- Viewing care through a consumer lens.
PAS Buddy
- Ensures new hires feel welcomed and engaged.
- Acts as a supportive peer.
- Serves as a resource for questions.
- Developed a structured feedback system for new employees.
- Provides one point of contact per shift.
Awards
- GPA 3.74 (Current at GCU)
- GPA 3.23/4.0 Cum Laude (UTM)
- WTH Employee Quarterly Award 2023, "LaQuita works as a Patient Access Representative ll at JMCGH's main hospital. She plays a very important role as Patient Satisfaction Champion for our department as well as a mentor/trainer for new staff within the department. She has been mentioned several times in Press Ganey surveys about her excellent customer service. LaQuita greets each patient with a smile, ensuring all questions are answered in a timely manner."
References
- Deann Thelen - West Tennessee Healthcare (JMCGH), VP/Chief Executive Officer, (731) 571-4029, Deann.Thelen@wth.org
- Dr. Felicia Ingram - Jackson State Community College, PTA Program Director, (731) 217-1750, fingram3@jscc.edu
- Deena Kail - West Tennessee Healthcare, Vice President Of Operations/CNO, Administration, (731) 225-0346, Deena.Kail@wth.org
- Dan Johnson - West Tennessee Healthcare (JMCGH), Director Of GI, (731) 602-0399, Dan.Johnson@wth.org
- Sarad Bledsoe - West Tennessee Healthcare (JMCGH), Patient Access Services Manager, (731) 613-5027, Sarad.Bledsoe@wth.org
Extracurricular Activities
Exercise Science & Wellness Practicum Experiences
- Internship at Sideline Physical Therapy and Fitness
- Designed evidence-based exercise regimens for clients
- Gained industry success through education and mentorship Internship at Anytime Fitness
* Upcoming Leadership Capstone at Grand Canyon University
Timeline
Patient Access Representative II (GI Department)
Jackson Madison County General Hospital
10.2023 - Current
Patient Access Representative II (Team Lead)
Jackson Madison County General Hospital
08.2021 - Current
Office Manager
Sports Plus Rehab Centers - Trenton
10.2019 - 10.2020
Physical Therapy Technician
Sports Plus Rehab Centers-Trenton
06.2013 - 10.2019
Valor Security Officer, Shift Supervisor, Captain
Orange Park, IPC
03.2008 - 04.2010
Master of Science (M.S.) in Leadership Candidate -
Grand Canyon University
Bachelor of Science Health And Human Performance in Exercise Science And Wellness -
University of Tennessee-Martin
Associates Degree in Occupational of Science in Personal Trainer -
Heritage College
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