Mercedes Short
Sugar Land,TX
Summary
Capable Patient Representative Supervisor dedicated to providing superior support for patients in need of reliable information regarding insurance coverage, finance options, and documentation requirements. Well-versed in scheduling and database management functions for streamlined communication and reduced correspondence backlogs. Excels at identifying client needs and concerns to improve engagement strategies and overall service.
Overview
11
11
years of professional experience
Work History
Patient Access Supervisor- PBX Operations
Houston Methodist
04.2023 - Current
- Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
- Oversaw staff recruitment efforts, selecting top talent to join the team and contribute to the department's success.
- Conducted regular performance reviews for staff members, providing constructive feedback and setting goals for future growth and development.
- Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
- Assists in the development and implementation of policies and procedures to ensure a safe and effective work environment.
Ambulatory Care Administration/Revenue Cycle Supervisor
UCLA Health Patient Communication Center
05.2022 - 04.2023
- Enhanced revenue cycle efficiency by implementing strategic process improvements and workflow optimizations.
- Monitor/ Oversee all appointment scheduling and registration activities for supported sites; ensure that clinics are scheduled according to protocol and that clinic schedules are accessible according to Health System standards.
- Maintain a current understanding of practice operations and procedures/ payor mix; processes and procedures we follow according to a plan or coverage.
- Assess department needs and manage the development of our PCC Policies and procedures.
- Makes necessary changes in staffing based on the day of the week, call load, other anticipated events, and historical data.
- Collaborated with cross-functional teams to develop and implement revenue cycle policies and procedures.
- Trained, evaluated, and challenged a team of 35 personnel.
- Completed bi-weekly payroll for 35 employees.
Member Services Supervisor
Liberty Dental Plan
10.2020 - 05.2022
- Improved member satisfaction by addressing concerns and providing timely resolutions.
- Enhanced communication among team members, which resulted in increased efficiency and productivity.
- Streamlined processes for membership registration, leading to reduced wait times and improved customer experience.
- Generate comprehensive productivity reports, develop cost-benefit models, and outline detailed written proposals and recommendations for senior leadership to improve efficiency and effectiveness.
- Drive the achievement of organizational business goals by collaborating with multiple business unit managers, such as Workforce Management, to design and develop strategies and initiatives and oversee implementation.
Call Center Lead Supervisor
East Valley Community Health Center
06.2019 - 12.2020
- Enhanced customer satisfaction by efficiently addressing and resolving their concerns.
- Streamlined call center operations for improved productivity and reduced wait times.
- Boosted team morale with regular feedback sessions and employee recognition programs.
- Delivered consistent high-quality service by closely monitoring team performance metrics.
- Ensure team engagement through effective communication, the deployment of motivational strategies, and by conducting huddles and rounding with the full team and individual team members monthly.
- Direct, train, and oversee customer service call center representatives on all aspects of their role.
Emergency Department Registration Associate
Cedars Sinai Hospital
07.2017 - 07.2019
- Improved customer satisfaction with timely and accurate registration data entry.
- Maintained strict confidentiality of patient information in compliance with HIPAA regulations.
- Verified insurance eligibility and obtained necessary authorizations for services, reducing billing errors.
- Enhanced communication among departments by providing clear updates on patient registration statuses.
- Ensured the accuracy of demographic information entered into electronic health records systems, minimizing discrepancies in billing and medical records.
- Demonstrated excellent customer service skills while addressing the diverse needs of patients during the registration process, fostering a welcoming atmosphere.
- Completed registration paperwork, verifying accurate patient information.
- Scheduled patient appointments, collected copays and verified insurance coverage to complete check-ins.
Call Center Scheduling And Revenue Cycle Lead
Keck Medical Center Of USC
12.2012 - 01.2017
- Delivered consistent high-quality service by closely monitoring team performance metrics.
- Developed comprehensive training materials to facilitate new hire onboarding and continuous skill development.
- Streamlined call center operations for improved productivity and reduced wait times.
- Analyzed call center data to identify trends and opportunities for process improvement initiatives.
- Led weekly meetings to discuss team goals, priorities, challenges, and progress updates, promoting open communication among staff members.
- Maintained a high level of industry knowledge through attending professional development events such as conferences and workshops.
- Ensured adherence to company policies and procedures while fostering a positive work environment that promoted teamwork and collaboration among colleagues.
- Optimized staffing levels through effective scheduling practices, reducing costs and maximizing workforce utilization.
Education
Bachelor of Science -
Louisiana State University And A&M College
Baton Rouge, LA11.2025
High School Diploma -
Garey High School
Pomona, CA2000
Skills
- Customer Service
- Process Improvement
- Appointment Scheduling
- Revenue Cycle Management
- Insurance Verification
- Registration and Admissions
- EMR
- Employee Recruitment and Hiring
- Employee Performance Evaluations
- Epic Systems
Timeline
Patient Access Supervisor- PBX Operations
Houston Methodist
04.2023 - Current
Ambulatory Care Administration/Revenue Cycle Supervisor
UCLA Health Patient Communication Center
05.2022 - 04.2023
Member Services Supervisor
Liberty Dental Plan
10.2020 - 05.2022
Call Center Lead Supervisor
East Valley Community Health Center
06.2019 - 12.2020
Emergency Department Registration Associate
Cedars Sinai Hospital
07.2017 - 07.2019
Call Center Scheduling And Revenue Cycle Lead
Keck Medical Center Of USC
12.2012 - 01.2017
Bachelor of Science -
Louisiana State University And A&M College
High School Diploma -
Garey High School
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