Lisa Pierce MAHS, CAPM,CPXP

• Serves as primary facilitator on Patient Experience Improvement Teams and committees, locally and system-wide, facilitating various forms of events utilizing Lean Thinking (IE: Value Stream Analysis, Rapid Improvement Events, Consulting Engagements, Prioritized Improvement Projects, Patient Experience Mapping, Skills Fairs)
• Functions as role of consultant to clinical and operational leaders to implement evidence based best practice tactics with improvement strategies
• Provides data and other patient experience related support services to organizational leadership
• Assists in identifying opportunities for improvement regarding patient and family experience within the organization through analysis of internal and external, qualitative and quantitative data
• Develops outcome monitoring tools to assess effectiveness of change and to monitor sustainability
• Coordinates training and improvement teams to aid in organizational improvement to positively impact patient-centered delivery of care
• Conducts focus groups, surveys and feedback sessions to gather input from stakeholders
• Creates educational materials and courses outlining best practices in delivering outstanding patient experiences that were widely adopted across the organization.
• Promotes a culture of accountability by establishing clear expectations for staff behavior towards patients and monitoring adherence closely.

• Responsible for direct management functions for facility Scheduling, Order Validation, Outpatient Authorization, and Inpatient Authorization Departments
• Responsible for all training, education, process improvement, audits and compliance activities, and cost reduction for these areas, as well as Central Registration, ER Registration, and offsite registration locations
• Responsible for customer recovery/service recovery and improving patient satisfaction for these Patient Access areas
• Lead timekeeper, Payroll processor, and New Hire Onboarding
• Achieved or exceeded financial goals on regular basis by controlling expenses, optimizing schedules and regulating inventory usage
• Propelled continuous improvements and strategically capitalized on current market trends
• Department Safety Officer and Compliance Lead
• Member of the facility Business Improvement Committee, Education Committee, Compliance Committee, UM Committee, and Safety Committee

• Responsible for obtaining-authorizations, setting up payment plans, point of service collections prior to surgery, small balance adjustments for patient accounts, pre-registration of Bariatric accounts and pre-service collection of estimated balance for both the surgeon and facility
• Responsible for training and mentoring new hires (Financial Counselors)
• Created and implemented payment plan structured
• Organized electronic storage via shared drive to scan patient payment plan documentation

• Liaison between the physician's office and hospital for all outpatient services; Responsible for scheduling patients; understanding and providing instructions for patient preparation for specified medical test/procedure
• Use knowledge of ICD-9 and CPT coding to identify and obtain authorization for patient procedure; ensuring patient arrives with required identification, physician order, and obtain payment on date of service
• Responsible for Quality assurance and Documentation control
• Assisted in the development and implementation of organizational systems to better manage training, documentation, and progress reporting; and electronic Inpatient Insurance Verification system

Medical Billing- primary and secondary insurances. Worked with outside entities/insurance organizations to resolve issues with billing, claims and payments. Customer Service, Service Recovery, and Quality Assurance. Created process and procedure manual for all secondary billing.

Verified insurance, Initiated the Authorization for inpatient admissions and observation services. Responsible for Quality assurance. Created and maintained training manual and correlating information for Insurance Verification Position.