MARQUETTA HENDERSON
Yazoo City
Summary
Patient Access Admission Manager with 16+ years of healthcare operations experience driving efficient registration, admissions, prior authorization, scheduling,billing and revenue-cycle workflows. Demonstrates expertise in staff management, training, insurance verification, Epic workflows, and coding/billing practices to reduce wait times, improve compliance, and optimize throughput. Applies data-driven analysis and cross-departmental coordination to streamline patient flow, enhance patient satisfaction, and pursue expanded leadership responsibilities in healthcare administration.
Overview
16
16
years of professional experience
1
1
Certification
Work History
PATIENT ACCESS ADMISSION MANAGER
Mississippi Baptist Medical Center
Jackson
09.2023 - Current
- Oversee patient admissions, enhancing satisfaction and compliance with healthcare standards.
- Implement policies for patient scheduling and insurance verification to improve throughput.
- Manage and train patient access staff to ensure high performance and efficiency.
- Analyze patient flow data to develop strategies that optimize admission processes.
- Coordinate with departments like financial aid to streamline patient access operations.
- Streamlined patient registration workflows and admission protocols, enhancing operational efficiency while maintaining compliance with healthcare regulations.
- Analyzed patient flow metrics to optimize throughput processes, implementing data-driven solutions for reduced wait times and improved patient experience.
- Orchestrated cross-departmental coordination between financial aid, scheduling, and registration teams to ensure seamless patient admission experiences.
- Developed comprehensive recruitment and training programs for patient access staff, fostering a culture of service excellence and regulatory compliance.
- Maintained rigorous oversight of admission protocols and insurance verification processes, strengthening revenue cycle management and reducing registration errors.
- Implemented strategic patient flow optimization initiatives, reducing bottlenecks and enhancing overall admission efficiency while maintaining strict healthcare compliance standards.
- Designed a patient access roadmap to align admissions with long-term care strategies, improving coordination across services and supporting sustainable patient experience gains.
- Facilitated daily huddles with clinical and back-office teams to resolve booking conflicts quickly, reducing handoffs and improving admission continuity.
- Audited front-desk processes to identify bottlenecks and introduced targeted workflow changes, yielding noticeable reductions in processing delays and errors.
- Implemented staff cross-training programs to increase role coverage during peaks, maintaining service levels and minimizing appointment backlogs.
- Maintained precise documentation of admission exceptions and insurance discrepancies, enabling faster resolution and improved billing readiness.
- Mentored patient access staff through one-on-one coaching and feedback loops, strengthening team competency and consistency in policy adherence.
- Implemented process improvements to streamline billing operations effectively.
- Analyzed customer accounts and identified discrepancies in invoices, payments, credits, and deductions.
- Worked with customers to resolve billing disputes promptly.
- Reverse incorrect charges on patients' accounts so that those claims can be rebilled for the correct charges and payments.
- Ensuring the correct client billing is added to accounts that require.
- Verified accuracy of insurance information to minimize claim denials.
LEAD/SUPERVISOR PATIENT REPRESENTATIVE
University of Mississippi Medical Center
Jackson
01.2022 - 09.2023
- Assembles patient information and logs into filing system. Furnishes patients, insurance companies, and referring physicians with patient information in accordance with established policies.
- Discusses available financial options with patients and/or family members, explains billing and collection policies, and refers patients for financial assistance.
- Performs account reconciliation and follow-up with patients and outside vendors regarding delinquent payments.
- Coordinates appointment information between patient and medical staff to include missed appointments, callbacks and scheduling patients for return visits.
- Answering incoming calls, and providing administrative support.
- Maintains daily and weekly deposit for the department.
- Calling insurance companies to verify eligibility for coverage and prior authorization for surgery.
- Daily insurance verification with multiple major insurance companies. Responsible for training registration team members.
- Orchestrated comprehensive insurance verification protocols across multiple carriers, ensuring accurate coverage validation and streamlining prior authorization processes for surgical procedures.
- Managed daily financial operations including account reconciliation, payment processing, and departmental deposits, maintaining precise documentation while reducing payment delays.
- Developed enhanced patient communication strategies for financial consultations, improving understanding of billing policies and increasing successful referrals to assistance programs.
- Implemented structured filing systems for patient records management, ensuring compliance with healthcare regulations while optimizing information accessibility.
- Led training initiatives for registration team members, establishing standardized verification procedures and strengthening departmental efficiency through knowledge sharing.
- Designed a streamlined patient intake checklist that improved information accuracy and accelerated front-desk processing, yielding noticeable reductions in registration delays.
- Established contingency workflows for peak clinic days to allocate resources efficiently, reducing bottlenecks at check-in and sustaining patient throughput.
UNIT SECRETARY
University of Mississippi Medical Center
Jackson
08.2019 - 06.2022
- Records, Verifies, and Enter Patients Hospital Information Reflecting Admission, Transfers, Discharges, Patient Census and other applicable data Assembles temporary charts.
- Maintaining accurate unto census in bed tracking system.
- Answering patients signals assesses patients needs and communicates request to pertinent individuals as necessary.
- Schedule appointment and arranges transportation for patients.
- Answer telephone, take and delivers message.
- Managed comprehensive patient data system for admissions, transfers, and discharges while maintaining 100% accuracy in bed tracking to optimize hospital resource utilization.
- Coordinated patient transportation and appointment scheduling across departments, ensuring seamless care delivery and improved patient experience.
- Facilitated effective communication between patients and healthcare providers by monitoring call systems and promptly relaying critical information to appropriate staff.
- Streamlined temporary chart assembly process and record maintenance, contributing to enhanced workflow efficiency and accurate patient documentation.
- Audited admission and discharge records to identify documentation gaps, implemented corrective procedures that produced noticeable improvements in chart completeness and follow-up clarity.
MEDICAL OFFICE ASSISTANT
University of Mississippi Medical Center
Jackson
10.2020 - 01.2022
- Performs administrative duties such as answering telephones, greeting patients, pulling, updating and filing patient medical records, verifying patient demographic and insurance information, scheduling appointments, and performing billing and bookkeeping.
- Checks-in patients, assists with patient histories, checks accuracy of patient information, prepares charts, may be called upon to chaperone or assist provider during examinations and other patient care activities, performs billing and other general medical office procedures in accordance with established protocols of a particular clinic.
- Educates and advises patients on specified medical issues within established guidelines. Assists with scheduling, coding and billing of medical procedures and/or ambulatory surgical procedures.
- Practices safety, environmental, and infection control methods. Adheres to HIPAA, OSHA, infection control, and medical records compliance regulatory requirements.
- Managed comprehensive patient records and insurance verification processes while maintaining strict HIPAA compliance, ensuring accurate documentation and confidentiality standards.
- Coordinated patient check-ins and appointment scheduling across multiple providers, facilitating smooth clinic operations and reducing wait times.
- Partnered with healthcare providers to assist during examinations and procedures, while maintaining detailed medical records and ensuring proper documentation.
- Executed medical billing procedures and coding responsibilities, ensuring accurate claim submissions and maintaining proper financial documentation.
- Facilitated communication between nursing staff and physicians to coordinate follow-up care, ensuring timely patient outreach and continuity of services.
PATIENT CARE TECHNICIAN II
Baptist Medical Center
Jackson
12.2016 - 12.2020
- To assist the nursing staff in the rendering of patients care by providing those services necessary for patients comfort and personal hygiene requiring little or variation in routine.
- Perform all other duties as assigned.
- Performing unit clerk duties as well scheduling following up appointment for patient upon discharge. Also scheduling routine appointment for patients.
- Performing all Certified Nursing Assistant duties for each patient.
- Provided comprehensive patient care support to nursing staff, ensuring timely completion of hygiene protocols and comfort measures while maintaining dignity and compassion in care delivery.
- Managed unit clerk responsibilities including appointment scheduling, discharge coordination, and follow-up documentation, strengthening continuity of patient care.
- Partnered with interdisciplinary healthcare teams to implement care plans, enhancing communication flow and improving patient outcomes across departments.
- Streamlined patient documentation processes and appointment scheduling workflows, reducing administrative delays and increasing departmental efficiency.
CNA - CERTIFIED NURSING ASSISTANT
Methodist Senior Services
Yazoo City
12.2010 - 02.2020
- To assist the nursing staff in the rendering of patients care by providing those services necessary for patients comfort and personal hygiene requiring little or variation in routine.
- Perform all other duties as assigned.
- Provided comprehensive personal care and hygiene assistance to elderly residents, enhancing their dignity and quality of life while maintaining infection control protocols.
- Monitored and documented vital signs, dietary intake, and behavioral changes, ensuring accurate patient records and timely communication of health status to nursing staff.
- Coordinated with interdisciplinary healthcare teams to implement individualized care plans, contributing to improved resident outcomes and family satisfaction.
- Streamlined daily care routines and resident transfers, maximizing efficiency while maintaining safety standards and resident comfort.
OFFICE CLERK/FRONT END SUPERVISOR
Kayes Food Market
- Handle all assigned duties in the office setting.
- Manage front end cashier and courtesy clerk. Work with Quick books, Daily Deposits Reconciliation, handle bookkeeping duties, and bill payments.
- Managed daily financial operations using QuickBooks, ensuring accurate bookkeeping records and timely bill payments while maintaining operational efficiency.
- Supervised front-end staff operations and courtesy clerks, optimizing workflow processes and enhancing customer service delivery.
- Performed comprehensive daily deposit reconciliations, maintaining precise financial records and identifying discrepancies for immediate resolution.
- Coordinated with multiple departments to streamline office procedures, resulting in improved interdepartmental communication and operational efficiency.
- Facilitated smooth front-end operations by providing ongoing training and guidance to cashiers, strengthening team performance and customer satisfaction.
- Managed cash handling protocols and end-of-day reports to strengthen financial control and ensure timely reconciliations.
- Directed shift staffing and task assignments during peak hours to maintain checkout efficiency and consistent customer service standards.
Education
HEALTHCARE ADMINISTRATION
Jackson State University
Jackson, MSMEDICAL ASSISTANT
Delta Technical College
Ridgeland, MSMEDICAL OFFICE TECHNOLOGY/MEDICAL BILLING AND CODING/BUSINESS TECHNOLOGY
Holmes Community College
Ridgeland, MSHIGH SCHOOL DIPLOMA -
Yazoo City High School
Yazoo City, MSSkills
- Customer Service
- Medical Terminology
- Microsoft Office
- Epic
- ICD Coding
- CPT Coding
- Medical Billing
- Patient Care
- Healthcare Administration
- Staff Management
- Medical Records
- HIPAA
- Insurance Verification
- Bookkeeping
- Patient Registration
- Revenue Cycle Management
- Claims Processing
- Financial Record Keeping
- Interpersonal Communication
- Data Management
- Appointment Coordination
- Patient Flow Optimization
- Training Development
- Patient Advocacy
- Workflow Optimization
Certification
- CREDENTIALLED EPIC TRAINER 2024 Epic
- CERTIFIED REVENUE CYCLE REPRESENTATIVE 2025 May 2028 HFMA
- CERTIFIED SPECIALIST PHYSICIAN PRACTICE MANAGEMENT Sep 2025 May 2028 HFMA
- CERTIFIED SPECIALIST PAYMENT & REIMBURSEMENT Sep 2025 May 2028 HFMA
Timeline
PATIENT ACCESS ADMISSION MANAGER
Mississippi Baptist Medical Center
09.2023 - Current
LEAD/SUPERVISOR PATIENT REPRESENTATIVE
University of Mississippi Medical Center
01.2022 - 09.2023
MEDICAL OFFICE ASSISTANT
University of Mississippi Medical Center
10.2020 - 01.2022
UNIT SECRETARY
University of Mississippi Medical Center
08.2019 - 06.2022
PATIENT CARE TECHNICIAN II
Baptist Medical Center
12.2016 - 12.2020
CNA - CERTIFIED NURSING ASSISTANT
Methodist Senior Services
12.2010 - 02.2020
OFFICE CLERK/FRONT END SUPERVISOR
Kayes Food Market
HEALTHCARE ADMINISTRATION
Jackson State University
MEDICAL ASSISTANT
Delta Technical College
MEDICAL OFFICE TECHNOLOGY/MEDICAL BILLING AND CODING/BUSINESS TECHNOLOGY
Holmes Community College
HIGH SCHOOL DIPLOMA -
Yazoo City High School