RACHEL JOHNSON
FAYETTEVILLE,NC
Summary
Dynamic and results-driven healthcare professional with a proven track record (12+ years) in overseeing and optimizing operations to drive patient satisfaction and efficiency. Seeking a challenging role as a Patient Revenue Manager to utilize my exceptional leadership, strategic planning, and problem-solving skills to contribute to the success of an organization. Ability to work efficiently within a fast-paced, challenging, and changing environment. Well-versed in policies, procedures, and standards.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Patient Access Supervisor
Cape Fear Valley Medical Center
Fayetteville, NC
10.2021 - Current
- Lead a team of 23 staff members in the Patient Access Department (ED) to provide excellent customer service and maintain accurate registration.
- Maintain compliance with Patient Access policies and procedures.
- Maintain streamlined processes for patient registration, insurance verification, and pre-registration activities.
- Monitor employee performance and provide feedback to enhance areas of improvement.
- Provide comprehensive instruction on proper registration techniques during training sessions for both new and current employees.
- Address and resolve registration process issues.
- Ensure that tasks are completed in a timely manner by efficiently organizing and overseeing workflow.
- Provide guidance to team members to ensure efficient completion of duties.
- Create reports for management on the department's daily operations.
- Established effective collaboration with billing, coding, and clinical staff to ensure efficient operations across the facility.
- Successfully utilized data analysis techniques to identify trends and patterns in Patient Access services.
- Prompt and professional resolution of customer complaints.
- Optimize work schedules by strategically assigning staff to maximize productivity while considering workload, space, and equipment availability.
- Increased point of service (POS) collection by 50%.
- Achieved a significant jump in completion rate, improving CMS Important Message from 54% to an outstanding 92%
Unit Secretary
University Of Maryland Medical System
Baltimore, MD
10.2011 - 10.2021
- Optimized patient intake, services, and data management through a variety of administrative and communication tasks.
- Ensured accuracy of medical, personal, and insurance data by conducting thorough interviews and gathering information.
- Updated, managed, and communicated clinical information and records to diverse internal/external parties, including orders, requisitions, and summary reports.
- Demonstrated consistent commitment to upholding patient confidentiality in accordance with HIPAA regulations.
- Extensively liaised with patients and healthcare providers to ensure high-quality experiences and prompt, effective responses to inquiries
Patient Registration Supervisor
University Of Maryland Medical System
Glen Burnie, MD
11.2005 - 01.2019
- Successfully supervised a team of 10+ Patient Registration Representatives, providing guidance and support for task completion.
- Offered constructive feedback and suggestions for professional development through regular performance reviews with team members.
- Conducted training sessions for new employees on hospital systems, such as Epic EMR, and familiarized them with established policies and procedures pertaining to patient registration activities.
- Collaborated with Admitting, Billing, Clinical Services and Information Technology departments to enhance communication between teams.
- Managed all aspects of patient registration, ensuring accurate collection of demographic information, insurance details, and copays.
- Resolved escalated patient/family dissatisfaction during registration process.
Education
Bachelor of Arts - Human Services Administration
University of Baltimore
Baltimore, MD08-2021
Skills
- Excellent leadership and team management skills, with the ability to motivate and develop staff members
- Analytical mindset with a keen eye for identifying process improvements and revenue opportunities
- Strong communication and interpersonal skills to collaborate effectively with cross-functional teams, insurance companies, and vendors
- In-depth understanding of healthcare regulations, compliance requirements, and industry best practices
- Proficient in EPIC electronic medical record system
- Knowledge of ICD 9 and CPT
Certification
- Certified Revenue Cycle Leader
- HBI Clarivate June 2023
Timeline
Patient Access Supervisor
Cape Fear Valley Medical Center
10.2021 - Current
Unit Secretary
University Of Maryland Medical System
10.2011 - 10.2021
Patient Registration Supervisor
University Of Maryland Medical System
11.2005 - 01.2019
Bachelor of Arts - Human Services Administration
University of Baltimore
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