Mark A. Furline
Roosevelt,NY
Summary
Dynamic Patient Access Supervisor with a proven track record at Howard University Hospital, enhancing patient registration workflows and reducing wait times. Skilled in insurance verification and conflict resolution, I foster team collaboration and maintain HIPAA compliance, ensuring exceptional service delivery and patient satisfaction. Committed to optimizing healthcare access through innovative solutions.
Overview
13
13
years of professional experience
Work History
Patient Access Representative
Holy Cross Hospital - Holy Cross Hospital
Silver Spring, MD
04.2000 - 01.2006
- Assisted patients with registration and insurance verification processes.
- Collected and processed patient demographic information accurately.
- Managed patient inquiries, ensuring timely resolution of concerns.
- Coordinated appointment scheduling for various departments effectively.
- Maintained compliance with HIPAA regulations and confidentiality standards.
- Supported billing department by verifying insurance eligibility and coverage details.
- Trained new staff on patient access protocols and system navigation.
- Streamlined check-in procedures to enhance patient flow and satisfaction.
- Ensured compliance with HIPAA regulations to maintain confidentiality of sensitive patient information during all interactions.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Contributed to a positive work environment by fostering strong relationships among colleagues, promoting teamwork, and sharing best practices.
- Managed challenging situations effectively by remaining calm under pressure while resolving conflicts or addressing dissatisfied patients professionally.
Patient Access Supervisor
Howard University Hospital
Washington, DC
11.2000 - 07.2003
- Supervised patient registration processes to ensure accuracy and compliance with hospital policies.
- Led training initiatives for new staff on electronic health record systems, enhancing operational efficiency.
- Streamlined patient access workflows, reducing wait times and improving patient satisfaction scores.
- Coordinated cross-departmental communication to resolve patient inquiries and enhance service delivery.
- Implemented quality assurance protocols to maintain data integrity within patient management systems.
- Evaluated staff performance through regular assessments, fostering professional development and team cohesion.
- Developed standard operating procedures to optimize front-end operations, aligning with best practices in healthcare access management.
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- Established strong relationships with insurance providers through effective communication channels to expedite claim processing activities when necessary.
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
Client Service/Reporting Supervisor
Uct International
Farmingdale, NY
03.1997 - 04.2000
- Managed client inquiries, providing accurate information and timely resolutions.
- Developed strong relationships with clients, enhancing overall satisfaction and loyalty.
- Streamlined communication processes between departments to improve service delivery.
- Trained new staff on best practices for client engagement and support protocols.
- Implemented feedback mechanisms to gather client insights for service enhancement.
- Coordinated complex client requests, ensuring adherence to company policies and procedures.
- Handled sensitive client information with discretion, ensuring confidentiality at all times.
- Delivered outstanding customer service by maintaining a professional demeanor during high-pressure situations.
- Managed incoming calls, providing prompt and accurate information to clients about products and services.
- Developed strong relationships with clients through proactive outreach and regular check-ins on progress and satisfaction.
- Participated in regular meetings with management to discuss performance goals, strategies for improvement, and ongoing challenges faced by the team.
- Adapted quickly to changes in company policy or procedures while maintaining excellent service standards for existing clients.
- Consistently met or exceeded performance metrics while juggling multiple tasks effectively under tight deadlines.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
Client Service Representative
Clinical Diagnostc Services
Port Washington, NY
03.1993 - 04.1997
- Led initiatives to identify areas for process improvement, increasing operational efficiency.
- Analyzed service trends to inform strategic decisions and improve customer experience.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Maintained detailed records of client interactions, allowing for better understanding of needs and preferences for future engagements.
- Enhanced client satisfaction by addressing inquiries and resolving issues promptly.
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Increased customer retention rates through personalized follow-ups and timely resolution of concerns.
- Participated in ongoing training sessions to stay current on industry trends and best practices.
- Investigated and resolved customer inquiries and complaints quickly.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Met customer call guidelines for service levels, handle time and productivity.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
- Cross-trained and backed up other customer service managers.
- Trained new personnel regarding company operations, policies and services.
Registrar
Lenox Hill Hospital
New York, NY
11.1993 - 03.1997
- Managed patient registration processes, ensuring compliance with hospital policies and procedures.
- Streamlined data entry systems to enhance accuracy in patient records management.
- Coordinated communication between departments to optimize patient flow and reduce wait times.
- Trained new staff on registration protocols, improving team efficiency and knowledge retention.
- Greeted every guest with personable approach and provided knowledgeable service.
- Answered and managed incoming and outgoing calls while recording accurate messages for distribution to office staff.
- Verified paperwork accuracy and checked for completion prior to processing.
Education
High School Diploma -
Roosevelt Jr - Sr High School
Roosevelt, NY06-1982
Skills
- Customer service
- Insurance verification
- HIPAA compliance
- Patient registration
- Multitasking and organization
- Appointment scheduling
- Registration and admissions
- Medical terminology
- Healthcare systems navigation
- Problem-solving
- Team collaboration
- Quality assurance
- Insurance billing
- Conflict resolution
- Information collection
- Payment processing
- Registration management
- Team leadership
- Medical billing
- Verbal and written communication
- Data entry
- Health insurance knowledge
- Admitting coordination
- Registration and scheduling
- Administrative and office support
- Resolving problems
Additional Information
Served in the United States Air Force from 1983 to 1987
Timeline
Patient Access Supervisor
Howard University Hospital
11.2000 - 07.2003
Patient Access Representative
Holy Cross Hospital - Holy Cross Hospital
04.2000 - 01.2006
Client Service/Reporting Supervisor
Uct International
03.1997 - 04.2000
Registrar
Lenox Hill Hospital
11.1993 - 03.1997
Client Service Representative
Clinical Diagnostc Services
03.1993 - 04.1997
High School Diploma -
Roosevelt Jr - Sr High School