Michele Gustaitis
Stephens City,VA
Summary
Dynamic leader with extensive experience overseeing Patient Access teams at Winchester Medical Center, consistently enhancing patient satisfaction and achieving departmental objectives. Proven track record in developing innovative training programs and performing thorough quality audits. Core competencies include effective communication, problem-solving, and leadership, all instrumental in driving team success and aligning with organizational goals. Committed to fostering a collaborative environment that prioritizes patient care.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Patient Access Team Leader / Senior Patient Access Specialist
Winchester Medical Center
Winchester, VA
02.2022 - Current
- Lead and supervise a team of Patient Access Specialists, ensuring efficient and accurate patient registration while adhering to hospital policies and regulatory requirements
- Oversee insurance verifications, medical necessity checks, and point-of-service collections to support billing processes and ensure clean claims
- Conduct monthly audits to ensure compliance with quality standards and improve account accuracy, providing statistical reports to leadership
- Develop and implement training programs for staff to improve knowledge of processes, enhance patient experience, and achieve departmental goals
- Handle pre-registration and point-of-service collections, including patient financial counseling and explaining payment options and discounts
- Coordinate staff schedules and manage shift coverage to ensure smooth operations, especially during night shifts and direct admissions
- Train new staff members focusing on adherence to department processes and organizational policies and values
Patient Access Associate
Winchester Medical Center
Winchester, VA
05.2009 - 02.2022
- Performed duties, including patient identification, insurance verification, and completing necessary forms for a seamless patient registration process
- Managed patient financial responsibility, collecting point-of-service payments and discussing payment plans with patients and their families
- Collaborated with various departments to ensure accurate and timely processing of physician orders, insurance eligibility, and medical necessity checks
- Educated patients on various consent forms, Medicare/Tricare notifications, and other required documentation, ensuring they understood their rights and responsibilities
- Conducted quality audits and corrected registration errors to meet hospital standards and improve accuracy
- Trained new staff members
Administrative Secretary
FMC of Warrenton
Warrenton, VA
10.1991 - 04.2009
- Supported physicians and clinical staff with daily administrative tasks, including coordinating patient admissions and maintaining medical records
- Managed payroll and personnel records using the Kronos system, ensuring accuracy and timely submission
- Assisted with patient chart audits, ensuring all medical orders were properly signed off by physicians
- Maintained office inventory, ordered supplies, and processed vendor accounts for accounts payable
Education
General Diploma -
Fauquier High School
Skills
- Epic
- RTE insurance verification
- CHAA Certified
- CRCR certified
- Operational performance
- KPI metrics
- Quality auditing and reporting
- Process Improvement
- Patient satisfaction
- Medical terminology
- Insurance processes
- HIPAA compliance
- Proficient Task Management
- Effective Communication
- Critical Thinking and Problem Resolution
Certification
- Certified Healthcare Access Associate (CHAA)
- Certified Revenue Cycle Representative (CRCR)
Timeline
Patient Access Team Leader / Senior Patient Access Specialist
Winchester Medical Center
02.2022 - Current
Patient Access Associate
Winchester Medical Center
05.2009 - 02.2022
Administrative Secretary
FMC of Warrenton
10.1991 - 04.2009
General Diploma -
Fauquier High School
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