Michele Thorpe
Missouri Valley
Summary
Compassionate Patient Access Scheduler, known for maximizing productivity and efficiency within healthcare environments. Expertise in patient scheduling software and medical terminology enhances patient satisfaction through clear communication and effective problem resolution. Excellent time management skills streamline appointment processes, ensuring seamless operations. Dedicated to improving access to quality care, while supporting organizational goals.
Personable and organized, with strong leadership and problem-solving abilities, equipped to manage patient access operations efficiently. Possesses knowledge of patient access registration and scheduling, with a background in critical thinking and customer service. Dedicated to improving patient experience and operational efficiency. Offering strong communication and organizational skills, I am ready to use and develop problem-solving and leadership skills in the Patient Access Supervisor role.
Overview
16
16
years of professional experience
Work History
Supervisor in Training
Conifer Healthcare Solutions
04.2025 - Current
- Scripted and implemented the $300 deposit for ER for Missouri Valley and Schuyler
- Attended the soft launch meeting for Inpatient Collections
- Completed QA for Missouri Valley and other hospitals in our market
- Tiger scheduling for Missouri Valley
- Staff scheduling for Missouri Valley
- Traveled to Schuyler and met the team and observed disciplinary actions
- Traveled to St Mary's and met with the team
- Traveled to Plainview and met with the team; Attended a meeting with the nursing VP
- Covered shifts as needed at St Marys and Schuyler
- Learned how to transition from a coworker to a supervisor of my peers
- First to collect on inpatient collections at Missouri Valley
- Reviewed peers accounts and went over with peers
- Implemented Fin Thrive Baddies to assist the team
- Coached new hires in registration and scheduling
- Covered shifts at Missouri Valley
Patient Access Scheduler
Conifer Healthcare Solutions
10.2022 - Current
- Maintained accurate records of patient demographics, appointment scheduling, payment collections.
- Contributed to team meetings, sharing insights and strategies for improving patient access services.
- Greeted and checked in patients, verified insurance information, and collected co-pays.
- Coordinated scheduling of appointments across multiple departments to optimize patient care.
- Collaborated with other healthcare professionals to coordinate patient care needs.
- Adhered to HIPAA regulations when handling confidential patient information.
- Transmitted medical records and other correspondence by mail, e-mail, or fax.
- Explained various admission forms and policies, acquiring signatures for consent.
- Coordinated with clinical staff to manage patient flow, reducing wait times and improving satisfaction.
- Managed front office customer service, appointment management, billing and administration tasks to streamline workflow.
- Communicated with patients with compassion while keeping medical information private.
- Managed incoming phone calls, ensuring proper direction to relevant personnel.
- Processed referrals by obtaining required authorizations from third party payers prior to scheduled appointments.
- Provided directions and information to patients and families, enhancing their hospital experience.
- Assisted patients with completing paperwork accurately and thoroughly.
- Interviewed patients to complete case histories and intake forms.
- Scheduled and confirmed patient appointments and consultations.
- Greeted patients, determined purpose of visit and directed to appropriate staff.
- Processed insurance verifications and authorizations to ensure coverage of services.
- Arranged hospital admissions for patients as required.
- Utilized hospital systems to update patient records, ensuring accuracy and completeness.
- Prepared reports, invoices, letters, or medical records using word processing, spreadsheet, or other software applications.
- Participated in training sessions to stay updated on healthcare policies and registration software.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Scheduled tests, lab work or x-rays for patients based on physician orders.
- Ensured confidentiality of protected health information by strictly following HIPAA regulations.
- Ensured patient information privacy through compliance with HIPAA regulations.
- Ensured that all necessary documents were completed correctly prior to submitting them for processing.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Handled high volume of incoming calls, providing exceptional customer service to patients and families.
- Processed patient co-pays, deductibles, and other payments, ensuring accurate financial records.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Monitored waiting areas to ensure a comfortable and safe environment for patients and visitors.
- Monitored office supplies inventory and placed orders when necessary.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Addressed patient inquiries and concerns, resolving issues in a timely and empathetic manner.
- Prepared accurate estimates based on patient eligibility assessments.
- Implemented HIPAA privacy and security regulations managing patient information.
- Resolved issues related to patient access services in a timely manner to ensure continuity of care.
- Oversaw patient registration procedures, maintaining accurate input of demographic and coverage information.
- Verified demographics and insurance information to register patients in computer system.
- Notified patients about due payments and ensured collection during service.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Recognized by management for providing exceptional customer service.
- Answered phones promptly in a professional manner.
- Facilitated patient registration, verifying all required documentation is collected and filed properly.
- Greeted patients and visitors in a courteous and professional manner.
- Obtained informed consent and payment documentation from patients and filed in system.
- Supported emergency department registration during peak times, ensuring rapid patient processing.
- Counselled patients on potential financial liabilities and payment requirements.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Collaborated with clinical and administrative staff to meet patient needs.
- Processed patient admissions, registrations, transfers, and discharges according to established procedures.
- Responded to patient inquiries regarding billing or financial matters.
- Created new patient accounts in EMR system as needed.
- Assisted in the implementation of new technologies and processes to improve patient access services.
- Provided assistance to internal departments when needed.
- Resolved discrepancies between hospital systems and third party payers.
- Reported liabilities and risk management concerns to supervisor for review.
- Collaborated with insurance companies to resolve billing discrepancies and pre-certification issues.
- Facilitated communication between patients, staff members, and third party payers.
- Managed incoming faxes related to patient registration processes.
- Screened patients for eligibility for state, local and federal assistance programs.
- Received patient inquiries or complaints and directed to appropriate medical staff members.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Conducted financial counseling for patients, explaining payment options and assistance programs.
- Performed pre-registration functions such as verifying demographic information, obtaining authorizations, and collecting deposits and co-payments.
- Actively participated in team meetings and training sessions.
- Collaborated with other departments to ensure quality customer service was delivered.
- Verified insurance coverage for services provided by the facility.
- Worked effectively in team environments to make the workplace more productive.
- Assisted with customer requests and answered questions to improve satisfaction.
- Completed day-to-day duties accurately and efficiently.
- Collaborated closely with team members to achieve project objectives and meet deadlines.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Identified appropriate payment options aligned with patient capabilities and requirements.
- Guided patients through the completion of consent and other required medical forms.
- Assembled registration paperwork and placed identification bands on patient.
- Managed arrangement of outpatient appointments.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Verified documentation methodically to avoid critical errors impacting care delivery and payments for services.
- Completed registration procedures for patients, expertly inputting information to meet provider, facility and legal requirements.
Lead Direct Support Professional
Trivium Life Services
10.2016 - 10.2022
- Assisted with planning and coordination of activities and outings based on individual needs.
- Supervised medication administration, personal hygiene and other activities of daily living.
- Organized special events such as birthday parties or holiday celebrations for clients.
- Obtained sources of entertainment for clients to provide full and enjoyable daily activities.
- Consulted with client care team to continually update care plans.
- Assisted clients with developing social skills by engaging them in community activities such as volunteering or recreational outings.
- Documented current patient information to update vital signs, behaviors, and eating habits.
- Coordinated medical appointments and monitored health care needs of clients.
- Developed strong and trusting rapport with patients to facilitate smooth, quality care.
- Instructed family members on how to provide bedside care.
- Helped clients adjust to new lifestyles during periods of incapacitation or recuperation.
- Assisted individuals in development of social skills to become integrated in community.
- Leveraged database management system to track and report service hours, details of activities and progress on goals.
- Advocated for disabled individuals to foster communication and self-expression and achieve goals.
- Ensured clients' environments remained clean by sanitizing surfaces and laundering clothes.
- Developed and implemented individualized service plans for each client, in accordance with state regulations.
- Built strong and trusting rapport with clients and loved ones.
- Enhanced patient wellbeing by supporting participation in recreational activities.
- Accompanied or transported clients to appointments, errands and social activities.
- Provided direct support to clients in activities of daily living such as hygiene, meal preparation, and housekeeping.
- Supervised medication administration according to prescribed instructions from a physician or nurse practitioner.
- Facilitated communication between DSPs and other departments within the organization.
- Assisted individuals in learning and developing new skills.
- Maintained detailed records of services performed on clients.
- Contributed to case reviews of client status and progress.
- Served as an advocate for individuals receiving services by representing their interests at meetings or hearings.
- Enforced organizational policies related to safety procedures for both staff members and individuals receiving services.
- Recorded client status progress and challenges in logbooks and reports.
- Provided direct care to individuals with intellectual and developmental disabilities, fostering activities of daily living.
- Reviewed work of direct support staff and provided constructive feedback.
- Maintained clean and well-organized environment for client happiness and safety.
- Mentored new employees on job duties associated with being a lead DSP.
- Provided crisis intervention during emergency situations and de-escalated difficult behaviors when needed.
- Planned and prepared healthy meals and snacks for clients and provided assistance with eating when necessary.
- Tracked and reported clients' progress based on observations and conversations.
- Ensured effective care through prompt notification of client condition shifts.
- Used approved crisis intervention techniques in emergency situations.
- Assisted clients with maintaining good personal hygiene.
- Supported client growth in becoming more independent.
- Organized oral medications for clients following dosage and schedule requirements.
- Monitored health and well-being of clients and reported significant health changes.
- Reviewed client documentation prior to submission for accuracy and completeness.
- Administered medications adhering to care plan and instructions.
- Trained new staff members on safety protocols and best practices for providing quality services to individuals with disabilities.
- Maintained accurate records of services provided to clients and updated them regularly.
- Led team meetings to discuss client progress and provide guidance on service delivery techniques.
- Collaborated with case managers, therapists, physicians, and family members to ensure comprehensive care plan implementation.
- Maintained updated knowledge through continuing education and advanced training.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Prioritized and organized tasks to efficiently accomplish service goals.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Identified needs of customers promptly and efficiently.
- Worked effectively in team environments to make the workplace more productive.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
Supervisor
Shopko
11.2009 - 12.2016
- Maintained positive working relationship with fellow staff and management.
- Assisted other departments when needed with tasks such as restocking shelves.
- Completed daily reports of transactions for use by accounting department.
- Trained, managed and motivated employees to promote professional skill development.
- Delegated work to staff, setting priorities and goals.
- Offered support to other stations during high-volume shifts to maintain optimal coverage and meet customer needs.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Organized backroom storage areas for efficient stocking processes.
- Followed proper sanitation practices when cleaning work area.
- Cultivated store brand and accomplished strategic business initiatives through close collaboration with district manager.
- Opened store in accordance with corporate policies and procedures.
- Maintained accurate records of merchandise inventory.
- Collaborated with company departments to guarantee cohesive branding and strategic product placement.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Supervised work of cashiers, training new team members and monitoring performance.
- Coordinated with the store manager to develop budgets and financial forecasts.
- Identified appropriate solutions to minimize issues and quickly solve problems.
- Boosted customer satisfaction with proactive initiatives focused on improved engagement and service resolutions.
- Counted and balanced registers.
- Researched out-of-stock items to find additional inventory in other store locations.
- Resolved customer complaints and issues promptly, ensuring customer satisfaction and loyalty.
- Ensured compliance with all safety regulations, policies and procedures.
- Managed inventory levels, reducing stock shortages and overages.
- Participated in weekly meetings with upper management to discuss store objectives and initiatives.
- Used Point of Sale register system to complete transactions.
- Enhanced frontline capabilities to drive consistent product sales.
- Provided guidance to staff members regarding customer service techniques and problem resolution strategies.
- Kept department on-target to meet sales and profit objectives by minimizing waste and pursuing revenue generation opportunities.
- Contributed to merchandising ideas at team meetings to increase sales.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Conducted department walkthroughs to assess and remedy factors such as cleanliness, inadequate stock levels and poor merchandising.
- Led weekly team meetings to discuss sales goals, upcoming promotions, and operational issues.
- Enhanced customer loyalty initiatives, driving up return clientele.
- Resolved customer complaints and issues, maintaining high customer satisfaction ratings.
- Oversaw daily cash handling procedures, ensuring accuracy in transactions and deposits.
- Evaluated store performance and incorporated feedback to implement improvement plans.
- Performed regular performance evaluations of staff, providing feedback and coaching for improvement.
- Processed returns and exchanges according to established guidelines while ensuring customer satisfaction.
- Utilized POS systems and inventory management software to streamline operations and improve accuracy.
- Implemented loss prevention strategies, reducing shrinkage rates.
- Monitored store's compliance with health and safety regulations.
- Supported long-term business strategies, generating guest relations feedback for process improvements.
- Coordinated restocks to keep retail displays organized and full for customers.
- Processed credit card payments and counted back change and currency with accuracy rate.
- Performed daily audits of merchandise displays, pricing accuracy and store security measures.
- Managed daily operations, client relations and IT.
- Coached staff on strategies to enhance performance and improve customer relations.
- Supervised daily operations of the store including opening and closing routines, inventory management and stocking shelves.
- Responded to customer inquiries and delivered appropriate information after carefully researching issues.
- Maintained a clean and organized work environment to ensure an enjoyable shopping experience for customers.
- Directed and supervised staff performance.
- Updated visual merchandising displays to attract customers and promote sales.
- Dealt with customer complaints and rectified product and service issues.
- Oversaw retail team, ensuring consistent customer satisfaction and service quality.
- Assisted in training new employees on product knowledge, customer service and cash handling procedures.
- Trained new employees on store policies, customer service techniques, and sales procedures.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Recognized by management for providing exceptional customer service.
- Operated a variety of machinery and tools safely and efficiently.
- Completed routine maintenance and repair.
- Operated equipment and machinery according to safety guidelines.
- Identified needs of customers promptly and efficiently.
Education
High School Diploma -
Missouri Valley High School
Missouri Valley, IA05-2004
Skills
- Team leadership
- Critical thinking
- Training and development
- Customer service
- Complex Problem-solving
- Processes and procedures
- Negotiation
- Policy enforcement
- Process monitoring and improvement
- Team building
- Coaching and mentoring
- Task delegation
- Goal oriented
- Verbal and written communication
- Attention to detail
- Problem-solving abilities
- Time management abilities
- Professional demeanor
- Adaptability
- Goal setting
- Self motivation
- Patient registration
- Appointment scheduling
- Insurance verification
- HIPAA compliance
- Electronic medical records
- Conflict resolution
- Communication skills
- Staff management
- Department organization
- Safety protocols
- Training and mentoring
- Decision-making
- Expectation setting
- Relationship building
- Schedule development
- Staff development
- Staff discipline
- Improvement plans
- Documentation and reporting
- Audit reporting
- Priority management
- Employee motivation
- Performance management
- Workflow management
- Payroll processing
- Patient communication
- Fee collection
- EMR
- Appointment reminders
- Friendly and outgoing
- Eligibility determination
- Information collection
- Electronic health records
- Money handling
- Flexible schedule
- Health insurance knowledge
- Registration management
- Patient identity verification
- Medical terminology
- Phone and email etiquette
- Customer follow-up
- Patient education
- Regulatory compliance
- Strong empathy
- Customer relationship management
- Professional bedside manner
Education and Training
other
Timeline
Supervisor in Training
Conifer Healthcare Solutions
04.2025 - Current
Patient Access Scheduler
Conifer Healthcare Solutions
10.2022 - Current
Lead Direct Support Professional
Trivium Life Services
10.2016 - 10.2022
Supervisor
Shopko
11.2009 - 12.2016
High School Diploma -
Missouri Valley High School
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