Marcie Bollinger
Chandler,AZ
Summary
I am a goal-driven Healthcare Administration professional well-versed in recruiting, training and managing employees to provide exceptional resident services. Highly organized and hardworking with excellent planning and leadership skills.
Overview
8
8
years of professional experience
Work History
Connected Care Supervisor
Phoenix Children Hospital
01.2025 - Current
- Supervised daily operations to ensure efficient workflow and adherence to safety protocols.
- Trained new staff on operational procedures and best practices for productivity.
- Monitored team performance, providing feedback to improve service quality and efficiency.
- Assisted in maintaining inventory levels, ensuring timely replenishment of supplies.
- Implemented process improvements that enhanced team collaboration and task completion.
- Resolved customer issues promptly, enhancing overall satisfaction and loyalty.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
Emergency Department Supervisor
Phoenix Children Hospital
07.2022 - 01.2025
- Supervised registration operations, ensuring compliance with policies and procedures.
- Trained and mentored team members on effective registration practices.
- Streamlined registration processes to enhance efficiency and accuracy.
- Coordinated scheduling and assignments to optimize workflow in high-volume periods.
- Implemented quality control measures to maintain data integrity in registration systems.
- Developed training materials for onboarding new staff in registration protocols.
- Analyzed feedback to identify areas for process improvement within the registration framework.
- Conducted regular audits of registration records to identify areas for improvement and implement corrective actions as needed.
- Collaborated with clinical departments to ensure accurate patient information and seamless coordination of care.
- Actively participated in hospital-wide initiatives aimed at improving overall operational efficiency and patient satisfaction levels.
- Served as a subject matter expert on registration processes, providing consultation to other departments as needed.
- Promoted a positive work environment through clear communication, effective leadership, and recognition of employee achievements.
- Implemented quality control measures to minimize errors and maintain compliance with regulatory standards.
- Ensured compliance with HIPAA regulations by maintaining strict confidentiality standards within the department.
- Reduced wait times for patients by optimizing staff scheduling and resource allocation.
Patient Access Team Lead
Phoenix Children Hospital
11.2021 - 01.2022
- Trained and mentored new staff on best practices for patient interactions and data entry
- Assisted the floor when surges would arise
- Work closely with Leadership with developing training material
- Assist with call, when supervisor was out
- Completed daily deposits
- Completed live quality assurance audits, and shared results with staff
- Assisted with scheduling
- Monitored daily volumes to ensure productivity numbers were sufficient, if not low census staff home
Pre-Access Specialist 2
Phoenix Children Hospital
01.2021 - 11.2021
- Managed appointment scheduling and maintained accurate patient records in electronic health systems.
- Collaborated with multidisciplinary teams to streamline patient intake processes and enhance service delivery.
- Monitored data integrity within the health information system, ensuring compliance with regulatory standards.
- Engaged with patients and families to address concerns, fostering a supportive environment during their healthcare experiences.
- Verified insurance coverage via website
- Contacted families to expedite their registrations
- Assisted management with reporting as needed
Pre-Access Specialist 1
Phoenix Children Hospital
07.2019 - 01.2021
- Assisted patients in navigating complex insurance plans, helping them maximize their benefits and minimize out-of-pocket expenses.
- Addressed concerns raised by patients or caregivers promptly, fostering strong relationships built on trust and mutual respect.
- Maintained strict confidentiality of sensitive patient data in compliance with HIPAA regulations, safeguarding personal information from unauthorized access or disclosure.
- Assisted with management reports as needed
- Supported my teammates when surges occurred
Patient Communicaton Representative
UCLA Faculty Group
03.2017 - 04.2019
- Worked a multiple phone line, with up to 150 calls daily
- Trained new staff on patient communication protocols to ensure consistency in service quality.
- Worked and communicated closely with physicians on staff
- Registrar all incoming clients
- Scheduled appointments
- Verify insurance coverages
- Served as a point of contact for various clinics
- Conducted regular follow-up calls to patients, ensuring their concerns were addressed and overall satisfaction with care was maintained.
- Handled high volumes of incoming calls calmly under pressure while maintaining clear focus on delivering outstanding service levels at all times.
- Assisted patients with insurance verification and billing inquiries, ensuring accurate processing and timely resolution.
Education
Bachelor of Arts - Healthcare Administration
U of A GC
Chandler, AZ08-2026
Healthcare Administration
Carrington College
Phoenix, AZ01-2011
Skills
- Training and mentoring
- Goal oriented
- Staff management
- Customer service
- Employee motivation
- Attention to detail
- Decision-making
- Strategic planning
- Complex Problem-solving
- Staff development
- Analytical thinking
- Team building
- Processes and procedures
- Operations management
Timeline
Connected Care Supervisor
Phoenix Children Hospital
01.2025 - Current
Emergency Department Supervisor
Phoenix Children Hospital
07.2022 - 01.2025
Patient Access Team Lead
Phoenix Children Hospital
11.2021 - 01.2022
Pre-Access Specialist 2
Phoenix Children Hospital
01.2021 - 11.2021
Pre-Access Specialist 1
Phoenix Children Hospital
07.2019 - 01.2021
Patient Communicaton Representative
UCLA Faculty Group
03.2017 - 04.2019
Bachelor of Arts - Healthcare Administration
U of A GC
Healthcare Administration
Carrington College
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