Nicole Prasad
Phoenix,AZ
Summary
Results-driven professional with expertise in leading teams in patient access and financial counseling, achieving a 50% improvement in service efficiency at HonorHealth. Proficient in Epic System Navigation, ensuring optimal customer satisfaction through exceptional team leadership and operational streamlining. Core competencies include service excellence and effective interpersonal communication. Committed to further enhancing healthcare operations and patient experiences.
Overview
20
20
years of professional experience
Work History
Patient Access Supervisor
Conifer Healthcare Solutions
Glendale, AZ
03.2024 - 10.2024
- Directed patient access personnel to maintain high standards of customer service and registration accuracy.
- Adhered strictly to safety guidelines, contributing to a safe work setting.
- Managed customer grievances quickly and professionally.
- Coordinated tasks within the department for timely completion.
- Developed, implemented, and maintained processes related to patient registration, insurance verification, and pre-registration activities.
- Assessed employee efficiency and offered constructive feedback.
- Identified and implemented process improvements, preserving departmental quality standards.
- Generated accurate cost estimates for patients during registration in accordance with their insurance details.
- Communicated financial obligations to patients and collected fees at the time of service.
- Adhered to HIPAA guidelines for protecting patient data.
- Maintain strict adherence to patient access protocols and guidelines.
Family Service Counselor
Dignity Memorial
Phoenix, AZ
11.2022 - 04.2024
- Held pre-need consultations to inform clients about available funeral plans.
- Completed and filed all necessary legal documentation quickly and accurately.
- Handled client inquiries regarding funeral services and pricing.
- Assisted grieving families in planning and finalizing funeral specifics.
- Delivered compassionate care to loved ones during times of loss.
- Scheduled memorial services, oversaw burial procedures and facilitated cremation arrangements.
- Acquired details required for completing death documentation.
- Introduced offerings to potential and current customers to address their needs.
- Retained business by nurturing existing customer relationships.
- Managed order fulfillment steps, addressing concerns.
Patient Access Supervisor
Phoenix Children's Hospital
Phoenix, AZ
08.2022 - 02.2023
- Managed schedules for staff to ensure efficient operations.
- Ensured all employee timesheets were consistently accurate.
- Conducted quality assurance checks on patient charts, ensuring staff adherence to protocol.
- Addressed job performance issues by identifying underlying causes.
- Collaborated effectively with other supervisors for unified goal achievement.
- Effectively handled and resolved customer issues.
- Coached staff on resolving complicated difficulties.
- Enhanced team efficiency by assisting in high-volume periods.
- Validate demographic and insurance data to facilitate patient system registration.
- Secured required signatures for compliance with privacy laws and treatment consent.
- Applied knowledge of payer requirements, and utilized online eligibility systems to verify patient coverage and policy limitations.
- Assessed and processed patient payment estimates derived from insurance details at pre-registration.
- Secured consent through collection of necessary signatures.
- Explained financial responsibilities to patients and gathered fees at service time.
- Empathized with patients while maintaining confidentiality of medical information.
Patient Access ED Registration Supervisor
Valleywise Health
Phoenix, AZ
06.2022 - 07.2022
- Maintained regulatory adherence through effective supervision, covering customer service, financial counseling, and collections.
- Scheduled employees effectively to ensure optimal team presence.
- Oversaw and approved timecards.
- Resolved potential delays in reimbursement through thorough staff audits.
- Provided timely feedback to staff members on performance.
- Assist in managing high patient volumes.
Practice Clinic Supervisor
Dignity Health St Joseph's Medical Center
Phoenix, AZ
09.2021 - 02.2022
- Oversee daily operations of General Surgery/Trauma Clinic
- Manage Timecards
- Manage Clinic Daily schedule to ensure optimal coverage
- Provide support to all staff (MA's, Surgery Schedulers, Physicians, Coordinators, and Front Desk reps)
- Follow-up with staff to ensure proper policies and procedures are being followed
- Keep employee records up to date
- Schedule/reschedule patients by phone
- Assist Front Desk during high volume days or as needed
- Order Office Supplies
- Complete Weekly Chart Audits for Front Desk and MA's
- Attend scheduled meetings
- Block/Open Physician Schedules
- Keep DHS Binder up to date and accurate
- Monthly 1:1's with Staff
- Complete monthly Environment of Care Audit with assigned MA
- Ensure staff complete their weekly tasks
- Ensure staff have necessary tools to be successful in their roles
Patient Access Services Supervisor
HonorHealth
Phoenix, AZ
11.2013 - 10.2020
- Oversaw operations of the Outpatient Surgery Center, Main Admitting, and ER.
- Managed a team of up to 50 employees.
- Led quality control efforts involving site inspections, audit procedures, and client satisfaction surveys.
- Enhanced operations through effective teamwork with registration personnel.
- Created and streamlined team communications for DMS Huddles.
- Attended daily huddles conducted by staff and leads.
- Oversaw employee schedules, ensuring adequate staffing levels.
- Offered regular guidance, support, and evaluations on KPI performance in monthly one-on-one sessions.
- Conducted yearly evaluations to assess employee performance.
- Supported department leads in upholding departmental standards.
- Ensured timely review of timecards for precision and prevention of excess overtime.
- Engaged in routine meetings with COO and facility directors regularly.
- Maintained workflow efficiency through diligent supervision of queue management.
- Developed comprehensive training manual.
- Monitored daily POS collection activities.
- Reviewed and made decisions on PTO submissions.
- Facilitated the recruitment process by creating openings and recruiting candidates.
- Administered disciplinary measures effectively.
- Maintained accurate employee records and updated attendance trackers.
- Ensured excellent service quality by addressing inquiries and complaints efficiently.
- Ensured seamless communication between various departments including staff, management, and physicians.
- Supported team efforts during peak workloads.
- Ensured timely insurance verification to facilitate prompt medical services.
Pre-Services Financial Counselor (Patient Access)
HonorHealth
Phoenix, AZ
03.2005 - 11.2013
- Worked through daily work queue for both inpatient and outpatient surgeries.
- Verified coverages and confirmed benefits for upcoming elective medical services online or via phone.
- Accurately coded insurance into EPIC for seamless billing.
- Confirmed verification of authorizations prior to service dates.
- Collected co-pays and deductibles while verifying patient data during pre-registration.
- Coordinated payment plans with patients needing financial aid.
- Processed cosmetic self-pay accounts efficiently.
- Partnered with surgeons' staff to optimize patients' visit experience.
- Mentored new hires.
- Resolved system issues for staff as an Epic Super-User (SME).
- Supported team efforts in handling WQ's.
- Served as department lead during Manager's absence.
Education
Bachelor of Ministry -
Primus University
Phoenix, AZ11.2021
Certified Chaplain/Ordained Minister - Chaplaincy
Sharon Henning College of Chaplaincy
Phoenix, AZ11.2021
Certification - Health Service Management
Maricopa Community Colleges - Gateway Community College
Phoenix, AZ05.2017
GED -
AZ Department of Education
Phoenix, AZ06.2021
Skills
- Epic System Navigation
- Team Leadership
- Service Excellence
- Focused Listening Ability
- Agile Response to Change
- Team Engagement Strategies
- Effective Interpersonal Communication
- Effective Teamwork
- Effective Communication
Timeline
Patient Access Supervisor
Conifer Healthcare Solutions
03.2024 - 10.2024
Family Service Counselor
Dignity Memorial
11.2022 - 04.2024
Patient Access Supervisor
Phoenix Children's Hospital
08.2022 - 02.2023
Patient Access ED Registration Supervisor
Valleywise Health
06.2022 - 07.2022
Practice Clinic Supervisor
Dignity Health St Joseph's Medical Center
09.2021 - 02.2022
Patient Access Services Supervisor
HonorHealth
11.2013 - 10.2020
Pre-Services Financial Counselor (Patient Access)
HonorHealth
03.2005 - 11.2013
Bachelor of Ministry -
Primus University
Certified Chaplain/Ordained Minister - Chaplaincy
Sharon Henning College of Chaplaincy
Certification - Health Service Management
Maricopa Community Colleges - Gateway Community College
GED -
AZ Department of Education
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