Michelle Jackson
Summary
Talented team member with expert team leadership, as well as planning and organizational skills built during successful career. Deadline driven while working in high-performance environments. Diligent trainer and mentor with exceptional management abilities and results-driven approach. Comprehensive recruitment experience including interviewing, new hire orientation, staff development, performance management and improvement systems. Obtain positive employee engagement and build trust through exceptional written and verbal communication, enabling effective administration of policies, procedures, programs and information dissemination. Responsible for incoming and outgoing correspondences including patients, hospital outreaches, and office administrators. Self-driven and proficient on the use of business related computer applications and other software applications. Experience in administering health services, program planning, development and implementing, and working with professional staff on a daily basis. Strong public speaking skills with staff, administration, and public.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Patient Access Supervisor
UK Kings Daughters Medical Center
09.2021 - Current
- Streamlined patient registration process by implementing efficient workflows and reducing wait times.
- Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Managed day-to-day operations of the Patient Registration Learning Services department, ensuring all tasks were completed accurately and in a timely manner.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Designed tipsheets and recorded e-learnings to educate hospital-wide registration teams.
- Traveled yearly to Verona, Wisconsin (Epic Headquarters) to keep up with Epic Systems upgrades and education/training information.
Patient Access Analyst/Trainer
Kings Daughters Medical Center
06.2020 - 09.2021
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Monitored and reported trainee progress, introducing new learning tools to address individual needs.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Mentored new hires, resulting in stronger staff development and increased productivity.
Hospitalist Program Office Manager
Our Lady of Bellefonte Hospital
01.2017 - 04.2020
- Responsible for the 24/7 operations of the Hospitalists.
- Communicated organizational and departmental change initiatives between the physicians and office staff.
- Provided oversight of the Hospitalist Billing and assists as needed.
- Served as the primary liaison between multiple Hospital Departments and Hospitalists.
- Investigated and followed up on service recovery efforts related to patient complaints.
- Responsible for data collection and presentation to multiple physicians and departments.
- Responsible for compliance of HR related matters, including payroll for staff.
Referral Center Supervisor
Our Lady of Bellefonte Hospital
01.2017 - 04.2020
- Managed two departments and administrated athenahealth, Inc software application to meet company objectives in the most effective and efficient manner.
- Met monthly (or more often if needed) with the Lead Referral Center Liaison, and staff to go over the issues, problems, concerns and performance of the Referral Center.
- Worked with Connect Care and others to develop reporting capabilities that are needed to evaluate performance and the volume of referrals going to each practice by provider.
- Represented Bellefonte Physician Services in various meetings and committees.
- Responsible for setting performance expectations, interviewing new staff members, and providing counseling and disciplinary actions when needed.
- Completed Payroll for the team members in the Referral Center.
- Responsible for de-escalation of issues and complaints from patients, providers, and staff members.
- Worked with hospital departments and Connect Care to accurately route referrals to work queues outside of Bellefonte Physician Referral Services, and follows up periodically with those department leaders to ensure referrals are being worked in a timely manner.
- Worked with Connect Care to provide periodic training updates/refresher courses for BPRS team.
- Implemented quality control measures to ensure the highest level of service for patients.
- Responsible for continual improvement of workflow, rearranging referral work queues, and making improvements based on feedback from providers, referral staff, and patients.
- Coordinated with other department supervisors to achieve smooth workflow across all areas of the center.
Community Wellness Coordinator
Bellefonte Physician Services
01.2015 - 01.2017
- Worked in conjunction with local system's Corporate Health Specialist and Director of Community Resources to organize, monitor and carry out health screenings.
- Also worked with the Bellefonte Physician Services Care Coordination Team to support the organization's Population Health Initiatives.
- Assisted Corporate Health Specialist with corporate events.
- Assisted with other Population Health initiatives as needed and as time allows, and provides support for the Care Coordination Team and Nurse Navigators.
- Assisted OLBH Healthy Community Services Coordinator with planned events.
- Kept track and maintains records of all screenings and related activities.
- Made patient care decisions reflecting knowledge of facts, care required, and good judgment.
- Performed quality checks on all medical equipment that was assigned.
- Maintained compliance with all Infection Control policies.
- Worked with others to increase patient satisfaction and expectations.
Education
Bachelor of Science in Business Administration - Health Management (BSBA)
Shawnee State University
Portsmouth, OH01.2009
Skills
- Microsoft Office Suite Applications
- Advanced PC based product knowledge
- Lawson
- Symplr Performance
- API Quick Badge
- Team Leadership
- Strong verbal and written communicator
- Strategic Planning
- Work Planning and Prioritization
Certifications Awards
- Former Shawnee State University Cheerleader - 3 Year Award
- 2nd place winner of 2013 Our Lady of Bellefonte Hospital Get Fit Challenge – over 100 participants
- Ashland Alliance Community Leadership Development Program Completion - 2016
- Epic Systems: Patient Access Curriculum - 2023
References
- Bob Hammond, 606-831-0263
- Mary Kay McGinnis-Ruark, 606-922-8283
- Dr. Rob Hayes, 606-922-0515
Practicum Experience
Southern Ohio Medical Center, Portsmouth, OH, 2006 - 2007: Assisted with new employee hiring., Assisted with annual employee evaluations., Coordinated and updated online applications., Assisted with special projects when an HR employee was on leave.
Hobbies and Interests
- Exercising and Health & Wellness – includes 5K training/races and weight training
Volunteer Experience
- Community Health Screenings: 2012-2017
- Church Without Walls: 2014-2016
- AWANA Club (Children Ministry), Teacher Assistant: 2014-2016
- Royal Family Kids Camp in Huntington, WV: 2016
- Ashland Alliance Community Leadership Development Program: 2016-present
- Adopt-A-Child 2020-present
- Build-A-Bed 2020-present
- Wildwood Church of God Volunteer: 2023-present
Certification
Epic Certified: Patient Access Curriculum
Timeline
Patient Access Supervisor
UK Kings Daughters Medical Center
09.2021 - Current
Patient Access Analyst/Trainer
Kings Daughters Medical Center
06.2020 - 09.2021
Hospitalist Program Office Manager
Our Lady of Bellefonte Hospital
01.2017 - 04.2020
Referral Center Supervisor
Our Lady of Bellefonte Hospital
01.2017 - 04.2020
Community Wellness Coordinator
Bellefonte Physician Services
01.2015 - 01.2017
Bachelor of Science in Business Administration - Health Management (BSBA)
Shawnee State University
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