Laura Egner
Conway,SC
Summary
Results-driven professional with extensive experience in patient registration and EMR management. Proven track record in enhancing patient satisfaction through effective communication and customer service. Successfully led teams to implement process improvements that boost operational efficiency.
Overview
14
14
years of professional experience
Work History
Patient Access Site Manager - Behavioral Health
Mirmont Treatment Center - Main Line Health
Media, Pennsylvania
10.2021 - 02.2026
- Hired and managed team of 18 across five sites, streamlining pre-registration and benefit verification processes.
- Collaborated daily with clinical team members and site managers to enhance patient experience.
- Updated provider schedule templates in EMR to maintain accurate appointment availability.
- Developed and monitored daily quality registration audits, ensuring timely processing of insurance claims.
- Implemented daily rounding in registration areas to reinforce outstanding customer service practices.
- Addressed employee concerns through regular feedback sessions and surveys.
- Evaluated department's annual budget, implementing necessary corrections to align with financial goals.
- Led AIDET communication program, enhancing customer service standards across registration areas.
Patient Access Manager
Virtua Health
Mount Holly, New Jersey
12.2020 - 10.2021
- Hired and managed team of 50 for customer registration in emergency and outpatient areas, enhancing service delivery.
- Developed, implemented, and evaluated the annual budget.
- Led AIDET communication program to enhance customer service quality.
- Collaborated with insurance providers to verify patient eligibility and coverage.
- Coordinated communication between departments for seamless patient flow.
- Utilized electronic health record systems (EPIC)for accurate data management.
- Resolved patient inquiries and concerns with empathy and professionalism.
- Monitored employee performance and provided feedback for improvement.
- Collaborated with stakeholders to develop strategies that improved patient satisfaction scores for access services.
- Collaborated with other healthcare professionals to ensure continuity of care for patients.
- Managed patient registration processes to ensure efficient service delivery.
- Ensured daily point-of-service collections in emergency department and outpatient settings, supporting financial integrity.
Patient Access Manager
Virtua Health
Marlton, New Jersey
11.2016 - 12.2020
- Hired and managed team of 35 employees across three campuses, enhancing customer registration in emergency and outpatient departments.
- Ensured accurate collection of patient and insurance information while maintaining HIPAA compliance.
- Managed insurance verification and eligibility processes to facilitate patient access.
- Implemented workflow improvements to enhance patient experience and operational efficiency.
- Created training materials for new hires in patient access roles, ensuring effective knowledge transfer and onboarding.
- Monitored employee performance, providing constructive feedback to drive continuous improvement.
- Coordinated with clinical and administrative teams, streamlining communication to improve patient care processes.
- Conducted audits of patient registration documents to maintain accuracy in records.
Patient Access Supervisor
Virtua Health
Voorhees , NJ
11.2011 - 12.2016
- Managed patient inquiries and resolved access issues, improving patient satisfaction through prompt complaint resolution.
- Collaborated with billing, coding, clinical teams, and upper management to enhance patient access services and satisfaction scores.
- Supervised and motivated registrars to achieve optimal daily performance and streamline patient registration workflows.
- Monitored daily schedules to maintain adequate staffing aligned with department volume.
- Trained staff on healthcare regulations, HIPAA compliance, privacy standards, and updated position-related changes.
- Evaluated staff performance, provided feedback, and conducted training sessions for new hires and existing employees.
- Ensured timely bill processing by reviewing daily reports and maintained policy adherence across patient access operations.
- Identified and implemented process improvements to enhance quality standards while ensuring compliance with safety regulations.
Education
Bachelor of Arts - Sociology And Elementary Education
Georgian Court University
Lakewood, NJ05-1994
Skills
- EMR management
- Epic EMR expertise
- Insurance verification
- Quality assurance
- Budget analysis
- Microsoft Office proficiency
- Creative problem solving
- Adaptability
- Team reliability
- Customer service excellence
- Communication skills
- Active listening
Timeline
Patient Access Site Manager - Behavioral Health
Mirmont Treatment Center - Main Line Health
10.2021 - 02.2026
Patient Access Manager
Virtua Health
12.2020 - 10.2021
Patient Access Manager
Virtua Health
11.2016 - 12.2020
Patient Access Supervisor
Virtua Health
11.2011 - 12.2016
Bachelor of Arts - Sociology And Elementary Education
Georgian Court University