Micole Hughes
Swansea
Summary
Healthcare operations executive with nearly 30 years of experience driving organizational performance, patient access, and regulatory compliance. Proven success in leading cross-functional teams, managing large-scale operational projects, and aligning hospital operations with strategic goals. Skilled in balancing cost, quality, and patient satisfaction through data-driven decision-making, process improvement, and stakeholder collaboration. Adept at building physician relationships, managing vendor partnerships, and ensuring compliance with accreditation standards (TJC, NCQA, AAAHC, CMS). Recognized for inspiring teams, fostering innovation, and delivering measurable outcomes in complex healthcare environments.
Overview
29
29
years of professional experience
Work History
Director of Patient Access
Betty Jean Kerr’s People’s Health Centers
08.1996 - Current
- Directed patient intake operations across Primary Care, Dental, and Behavioral Health, ensuring seamless scheduling, registration, and insurance verification.
- Developed and implemented operational policies to improve efficiency, compliance, and patient satisfaction.
- Managed physician databases and provider dictionaries, ensuring accuracy and alignment with organizational goals.
- Collaborated with Quality Management to integrate intake processes with quality measures and reporting.
- Supervised 15–30 staff across multiple departments, overseeing onboarding, training, and performance management.
- Delivered weekly operational reports to executive leadership, highlighting trends, projections, and opportunities for improvement.
- Partnered with executive leadership to align intake operations with organizational strategy and service-level agreements.
- Managed cross-functional teams to address operational challenges and improve overall patient experience.
- Evaluated workflow efficiency regularly, implementing process improvements as needed to meet changing demands on the healthcare system effectively.
- Collaborated with cross-functional teams to address challenges related to patient access operations, fostering an environment of continuous improvement and innovation.
Medical Services Professional Contractor
The Hardenbergh Group
12.2022 - 04.2024
- Supported healthcare organizations nationwide in credentialing, provider enrollment, and intake compliance.
- Processed appointment/reappointment applications, primary source verifications, and managed care credentialing.
- Assisted physicians with onboarding, privileging, and enrollment in Medicare/Medicaid and managed care plans.
- Conducted audits of credentialing files, ensuring compliance with regulatory and accreditation standards.
- Maintained physician CVs and organizational databases, ensuring accuracy and timeliness.
- Remote, Nationwide
- Developed comprehensive project plans ensuring alignment with client specifications and safety regulations.
- Coordinated with subcontractors to ensure compliance with contractual obligations and quality standards.
Education
MBA - Healthcare Management
Southern New Hampshire University
06.2026
BS - Healthcare Administration, Patient Safety & Quality
Southern New Hampshire University
12.2024
Skills
- MD-Staff
- Echo
- CAQH
- Meditech
- NextGen
- STAR
- Microsoft Office Suite
- Adobe Acrobat
- LUMA Patient Engagement
Core Competencies
- Hospital & Ambulatory Operations Oversight
- Strategic Planning & Execution
- Performance Improvement & Expansion Projects
- Budget Development & Resource Allocation
- Physician Relations & Community Outreach
- Quality Assurance & Regulatory Compliance
- Vendor & BPO Partner Management
- Staff Leadership, Training & Development
- Database & Technology Management (MD-Staff, Echo, CAQH, Meditech, NextGen)
- Conflict Resolution & Executive Communication
Key Achievements
- Streamlined intake workflows, reducing scheduling errors and improving patient satisfaction.
- Led cross-departmental initiatives to align operations with quality and compliance standards.
- Designed and implemented training programs for intake staff and outsourcing partners, ensuring consistency and compliance.
- Partnered with executive leadership and external vendors to ensure operational processes met strategic goals.
- Delivered measurable improvements in patient access, compliance accuracy, and operational efficiency.
Timeline
Medical Services Professional Contractor
The Hardenbergh Group
12.2022 - 04.2024
Director of Patient Access
Betty Jean Kerr’s People’s Health Centers
08.1996 - Current
MBA - Healthcare Management
Southern New Hampshire University
BS - Healthcare Administration, Patient Safety & Quality
Southern New Hampshire University