Lisa Harris
Folsom,CA
Summary
Regional Patient Access Director with proven to deliver exemplary level of healthcare service delivery to patients. Coordinate admission and discharge of patients. Plan and implement strategies for developing improved health care management. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for staff development leading to high performing teams.
Overview
20
20
years of professional experience
Work History
Regional Patient Access Director
Optum UnitedHealth Group
05.2022 - Current
- Regional Patient Access Director for 11 Dignity Health Acute Facilities, Behavior Health Center, Outpatient Infusion, and Outpatient Radiology Clinic
- Provide mentorship and leadership to 10 Patient Access Directors and 12 Patient Access Supervisors
- Direct accountability for front end processes within Patient Access and indirect accountability for revenue cycle
- Responsible for compliance quality, financial performance and outcomes of services provided
- Analyze denial performance and create facility improvement plans
- Consistently monitor KPI metrics and identify process improvement opportunities
- Maximize and maintain client relationships within each facility administration, revenue cycle sectors, patient access, SEIU and vendors.
- Promoted a culture of continuous improvement, leading numerous process optimization initiatives that improved overall department efficiency.
- Increased employee engagement through regular communication, feedback sessions, and recognition programs.
Director Patient Access
Optum UnitedHealth Group
03.2018 - 05.2022
- Director for two large Patient Access Departments which includes 24/7 operations MPTL, Emergency Room, Main Registration, Financial Counseling, Pre-Registration and 2 off-site Surgery Centers
- Experience with Centralized Pre-Registration Virtual team for the Sacramento Market which Included 5 Dignity Health facilities with 19 SEIU virtual employees
- Responsible to provide overall leadership for day-to-day operational functions for 119 SEIU Patient Access Representatives
- Responsible to oversee all work activities of 4 supervisors and 1 Manager to provide direction and guidance for positive outcomes utilizing supportive accountability culture
- Responsible for interviewing, hiring, staffing, performance quality and staff development
- Provide guidance, expertise and assistant to all internal and external partners (Optum360, DH, Physicians and Vendors) to ensure that patient satisfaction and employee engagements are always at the highest levels
- Continuous action plans in place to improved and streamline overall Employee Satisfaction
- Analyze Department KPI Metrics and provide proper education to front line staff to ensure accountability of quality assurance
- Responsible for timely proper patient grievance follow-up and IVOS reporting/resolutions to sustain and increase patient satisfaction.
- Increased company revenue by streamlining processes and implementing cost-saving measures.
Director Patient Access
Optum UnitedHealth Group
03.2016 - 03.2018
- Responsible for management and administrative functions for 52 employees
- Responsible to oversee all work activities of 2 supervisors and to provide direction and guidance for positive outcomes
- Provide input to internal and external stakeholder's (e.g., shared business partners; pre-service vendors, facilities, upper management team) in order to drive effective business plan and customer service development
- Provide guidance, expertise and assistant to all internal and external partners to ensure that patient satisfaction and employee engagements are always at the highest levels
- Improved staff Morales, Teamwork, faith in management and workforce efficiency by engaging front line and back-office staff to a streamline process
- Analyze all reports and contract language to incorporate requirements for best business practice
- Setting forth team directions and resolving problems and providing guidance to all members of the team
- Managed daily operations of multiple levels of staff and multiple departments across the hospital
- Ensured that daily, weekly and monthly performance are tracked accurately utilizing the internal tools e.g., dashboard, scorecards and reports
- Analyze budget performance and variance throughout the fiscal year.
Supervisor and Interim Manger Patient Access
Optum UnitedHealth Group
12.2003 - 03.2016
- Overall operation of the Admission/PBX department to ensure that the optimal schedules, staffing levels and payroll outcomes are in effect based upon census and budget for 56 employees
- Responsible to train, evaluate and supervise staff to ensure following the department policy and procedures
- Quality control and daily education provided to staff
- Collaborate with Optum360 Revenue Cycle and all areas of hospital clerical and clinical departments to achieve common goals
- Review and analyze denials weekly with Corporate Office
- Ensured that daily, weekly and monthly performance are tracked accurately utilizing the internal tools e.g., dashboard, scorecards and reports
- Participated on several process improvement projects to improve the efficiency of the services example Fair Cause, EHR Rollout, Environmental Survey Ready rounding team, Patient Experience team
- Assisted cancer patients within community with prescription programs to assist with Chemotherapy costs
- Assisted patients with financial hardship programs, government and pharmacy medication programs available
- Provided operational throughput Assistance to increase quality and revenue for Dignity Health OB Clinic and Infusion Center
- Designed and created off-site Registration work flow for off-site dignity health lab stations
- Created internal Medical Eligibility work plan for north state 3 facilities – to decrease cost of vendors and internally analyzed to increase efficiency.
Education
Bachelor of Science - Business Administration
California Coast University
Santa Ana, CA2025
Graduate - General Studies
Anderson Union High School
Anderson, CA06.1993
Certified Nurse Aide - Nursing Assistance
Regional Occupational Program
Anderson, CA06.1993
Skills
- Team Leadership
- Cross-functional Collaboration
- Financial Analysis
- Performance Metrics
- Regulatory Compliance
- Process Improvement
Timeline
Regional Patient Access Director
Optum UnitedHealth Group
05.2022 - Current
Director Patient Access
Optum UnitedHealth Group
03.2018 - 05.2022
Director Patient Access
Optum UnitedHealth Group
03.2016 - 03.2018
Supervisor and Interim Manger Patient Access
Optum UnitedHealth Group
12.2003 - 03.2016
Bachelor of Science - Business Administration
California Coast University
Graduate - General Studies
Anderson Union High School
Certified Nurse Aide - Nursing Assistance
Regional Occupational Program
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