Lena Lewis
Baltimore,MD
Summary
Detail-oriented Patient Access Supervisor with comprehensive background in healthcare administration and patient services. Strengths include streamlining operational processes, enhancing team performance, and ensuring high levels of patient satisfaction. Notable for implementing effective strategies to improve workflow efficiency and overall productivity.
Overview
17
17
years of professional experience
Work History
Patient Access Supervisor
Johns Hopkins University
Baltimore, MD
10.2012 - Current
- Operate personal computer to access e-mail, electronic calendars, computerized scheduling and documentation databases and other basic office support software
- Participate in panel interviews for potential candidates looking to join the Patient Access department
- Facilitate communication with clinical staff to handle clinic closures and openings.
- Sought out and executed process improvements to enhance departmental operations while ensuring adherence to quality benchmarks.
- Oversee Appointment Issue Tracker addressing problems reported by providers, upper management, clinical staff.
- Coordinate scheduling of clinic appointments, procedures, and other ancillary tests/lab tests/procedures as well as coordinate with other areas to complete scheduling process
- Responsible for addressing escalated calls as well as researching and completing patient relations emails related to patient issues/complaints.
- Attend meetings with clinical leadership providers and the project development team to discuss new protocols, decision tree updates/issues and template changes
- Schedule, coordinate and run team meetings to give updates, share insights and strategies for improving patient access services, teach new workflows and create team building activities
- Be the first line of communication for new hires and ensure they received all necessary equipment for effective job performance.
- Manage integration schedules for team members transitioning from training.
- Evaluate agent performance and deliver constructive feedback regularly.
- Responsible for ensuring that specialists are adhering to their schedules, as well as the metrics that have been implemented by the department
- Responsible for approving or denying time-off requests
- Ensure timely payroll processing through proficient use of Kronos and E210 systems.
- Manage procurement of new and replacement equipment for specialists.
- Make ancillary schedules and staff assignments, taking workload and agent availability into consideration
- Monitors specialists' compliance with allotted time for calls and breaks on a day-to-day basis.
- Conducts monthly one-on-one meetings with specialists to review achievements, identify improvement areas and provide mentorship.
- Utilize the Tableau and Epic systems to pull reports that summarize agent criterions and provide highlighted key metrics within department.
- Conduct mid-year and annual performance review meetings with specialists.
- Participated in weekly meetings with director to discuss strategies, departmental metrics, areas of improvement and updates for Patient Access.
- Provide guidance to agents when needed to help them complete their duties efficiently.
- Participated in training sessions to stay updated on healthcare policies, EPIC upgrades and JHU employment requirements.
- Applied HIPAA privacy and security regulations while handling patient information.
Patient Service Specialist
Johns Hopkins Hospital/ ARS
Baltimore, MD
04.2008 - 10.2012
- Handled incoming calls and scheduled appointments across 16 departments and for over 80 doctors and responded to inquiries in a timely manner.
- Managed patient onboarding through the collection of necessary demographic and insurance details for appointment scheduling.
- Organized timely and accurate referrals to help patients obtain health care services and access available resources.
- Applied HIPAA privacy and security regulations while handling patient information.
- Educated patients on available payment plans and financial assistance options.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Explained policies, procedures and services to patients.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Resolved customer inquiries, questions and concerns to consistently offer quality service and meet performance benchmarks.
Education
Bachelor of Science - Business Administration and Management
Walden University
Minneapolis, MN06-2025
Skills
- Proficiency in the use of software applications, databases, spreadsheets, and word processing required
- Knowledge of medical terminology
- Ability to manage multiple projects at once, and effectively prioritize each
- Ability to manage large team of specialists
- Outstanding verbal communication and interpersonal skills
- Adhere to guidelines regarding honest reporting of sensitive and confidential patient information
- Basic knowledge of operating a personal computer to access email, utilize electronic calendar systems and databases, and use of basic computer software (Microsoft Word, Outlook, Excel, Adobe)
- Prior knowledge or willingness to learn how to use Hopkins based systems such as EPIC, CRMS, etc
Timeline
Patient Access Supervisor
Johns Hopkins University
10.2012 - Current
Patient Service Specialist
Johns Hopkins Hospital/ ARS
04.2008 - 10.2012
Bachelor of Science - Business Administration and Management
Walden University
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