Lisa Crandell
San Bernardino,CA
Summary
Seasoned 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. Previous work has consistently resulted in improved patient experiences and more efficient operations.
Overview
17
17
years of professional experience
Work History
Patient Access Supervisor
Pomona Valley Hospital and Medical Center
Pomona, California
03.2008 - 03.2025
- Supervised daily operations of patient access department to ensure efficiency and accuracy in registration processes.
- Implemented training programs for staff to enhance customer service skills and improve patient interactions.
- Streamlined insurance verification process, reducing errors and improving turnaround time for patient approvals.
- Developed and maintained comprehensive documentation for compliance and quality assurance standards.
- Facilitated interdepartmental collaboration to enhance communication and resolve operational challenges.
- Resolved complex patient inquiries, ensuring satisfaction and adherence to hospital policies.
- Created and analyzed performance metrics reports to drive departmental improvements.
- Trained new staff on patient access procedures, fostering a culture of excellence in service delivery.
- Reviewed and updated departmental policies to align with regulatory changes and improve processes.
- Encouraged open communication among staff to foster a supportive and effective work environment.
- Participated in strategic planning meetings to align departmental goals with hospital objectives.
- Addressed customer complaints promptly and professionally.
- Monitored employee performance and provided feedback on areas of improvement.
- Ensured all policies and procedures related to patient access were followed.
- Created reports for management regarding daily operations of the department.
- Collaborated with other departments such as billing, coding, and clinical staff to ensure smooth operations throughout the facility.
- Evaluated current systems used in patient access and recommended changes as necessary.
- Responsible for supervising and leading staff in the patient access department to ensure excellent customer service and accurate registration.
- Analyzed data from various sources in order to identify trends or patterns in patient access services.
- Provided guidance to team members when needed to help them complete their duties efficiently.
- Identified opportunities for streamlining processes within the department while maintaining quality standards.
- Maintained a safe environment by enforcing safety regulations at all times.
- Participated in weekly meetings with upper management discussing strategies for improving patient satisfaction scores.
- Developed, implemented, and maintained processes related to patient registration, insurance verification, pre-registration activities.
- Assisted with resolving any issues that arose during the registration process.
- Applied HIPAA privacy and security regulations while handling patient information.
- Verified demographics and insurance information to register patients in computer system.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Communicated financial obligations to patients and collected fees at time of service.
- Explained various admission forms and policies, acquiring signatures for consent.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Supported emergency department registration during peak times, ensuring rapid patient processing.
- Implemented patient satisfaction surveys to identify areas for improvement.
- Utilized hospital systems to update patient records, ensuring accuracy and completeness.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Processed insurance verifications and authorizations to ensure coverage of services.
Education
GED -
Corona Sr. High School
Corona, CA09-1977
Skills
- Patient registration
- Insurance verification
- HIPAA compliance
- Performance metrics
- Process improvements
- Hiring and dismissal of employees
- Data analysis: monthly reports
- Monitoring of department payroll
- Statistical data management
- Healthcare systems navigation
- Multitasking and organization
- Registration management
- Friendly and outgoing
- Verbal and written communication
- Customer follow-up
- Data entry
- Health insurance knowledge
- Eligibility determination
- HIPAA guidelines
- Effective problem solving
- Money handling
- Intake assessment
- Patient identity verification
- Time management
- Team leadership
Languages
English
Professional
Timeline
Patient Access Supervisor
Pomona Valley Hospital and Medical Center
03.2008 - 03.2025
GED -
Corona Sr. High School