Summary
Overview
Work History
Education
Skills
Timeline
Generic

Rachel Townsend

Texarkana,TX

Summary

Healthcare administrator with over 18 years of experience in healthcare, demonstrating a track record of leadership and the ability to thrive in fast-paced environments. Skilled in managing teams to achieve department goals, ensuring accurate patient information, and adhering to healthcare regulations. Proven expertise in training and developing staff, enhancing patient satisfaction, and efficiently handling medical administrative tasks with a focus on improving operational outcomes.

Overview

18
18
years of professional experience

Work History

Administrator

Retreat at Kenwood
03.2024 - Current
  • Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
  • Generated reports detailing findings and recommendations.
  • Educated staff on organizational mission and goals to help employees achieve success.
  • Frequently inspected production area to verify proper equipment operation.
  • Evaluated staff performance and provided coaching to address inefficiencies.
  • Collected, arranged, and input information into database system.
  • Optimized customer experience by delivering superior services and effectively troubleshooting issues.
  • Maintained personnel records and updated internal databases to support document management.
  • Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
  • Answered multi-line phone system, routing calls, delivering messages to staff and greeting visitors.
  • Assisted in preparation and processing of payroll to facilitate prompt staff payments.
  • Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Cared for residents in assisted living facility and delivered high-quality support to meet needs.
  • Coordinated, planned, developed and implemented activities designed to enrich lives of assisted living residents.
  • Assisted with clerical work on weekly basis.

ER Patient Access Supervisor

CHRISTUS Health
04.2022 - 03.2024
  • Demonstrate leadership skills
  • Ability to multitask in multiple systems
  • Ability to receive and express detail information through oral and written communication
  • Monitor staff for obtaining accurate demographics and financial information in a timely manner
  • Hold associates accountable for achievement with department goals, accuracy, and other metrics set by the department
  • Build strong relationships within the hospital organization
  • Ability to be effective in a fast-paced environment
  • Ability to meet the overall objective and deadlines
  • Adhere to regulations and policies set forth by JCAHO and HIPAA as well as ensuring staff is educated and trained
  • Distribute corrections and denials to associates for updating
  • Reviewing and working queues within Epic (DNB, Claim Edit, Denials)
  • Reviewing patient satisfaction scores
  • Working with associate to ensure Arkansas Medicaid referrals are being sent timely
  • Ensure Arkansas Medicaid PCP assignments are being completed
  • Current programs and systems: Meditech, Epic, Experian, Availity, OneContent, Star Syntellis state reporting, Arkansas Medicaid, TMHP
  • Implement strategies to improve ER patient access efficiency and reduce wait times, ensuring timely and effective care for all patients
  • Implementing best practices for optimizing patient access processes and improving efficiency in the emergency room, leading to decreased wait times and increased patient satisfaction rates
  • Develop and implement training programs for ER Patient Access associates to enhance their knowledge and skills in utilizing current programs and systems effectively, leading to improved productivity and accuracy in patient information management
  • Develop and implement training programs for staff to enhance their leadership skills and improve their ability to multitask efficiently in multiple systems, ultimately increasing productivity and departmental performance
  • Implementing strategies to enhance communication and collaboration between ER Patient Access associates and other departments within the hospital, fostering a cohesive and efficient workflow that ultimately improves patient care and satisfaction outcomes
  • Collaborate with other department supervisors to identify opportunities for cross-training ER Patient Access associates in additional areas to improve departmental efficiency and effectiveness, ultimately enhancing patient satisfaction and overall operational performance
  • Collaborate with IT department to identify and implement technological solutions that streamline patient access processes and enhance data accuracy, leading to improved operational efficiency and reduced errors in demographic and financial information management.

ER Admissions Lead

Wadley Regional Medical Center
02.2011 - 04.2022
  • Carefully selected, developed and retained qualified staff, as well as trained new hires when needed
  • Implemented standards and methods to measure the effectiveness of agency activities
  • Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines
  • Jumped in to fill gaps for on call rotation when necessary
  • Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed
  • Minimized staff turnover through appropriate selection, orientation, training, staff education and development
  • Established and maintained positive relationships with government regulators, residents, families, other area health care providers, physicians and community at large.

Medical Receptionist

Patient Care Tech
09.2008 - 04.2010
  • Updating patient demographics
  • Collecting copays
  • Checking in patients
  • Completing vital signs
  • Assessment for provider
  • Calling in medications.

Medical Receptionist/PCT

Healthcare Express
07.2006 - 09.2008
  • Updating patient demographics
  • Collecting copays
  • Checking in patients
  • Completing vital signs
  • Assessment for provider
  • Calling in medications.

Receptionist/PCT

Pulmonary Disease Medicine Clinic
06.2006 - 12.2006
  • Updating patient demographics
  • Collecting copays
  • Checking in patients
  • Completing vital signs
  • Assessment for provider
  • Calling in medications.

Receptionist/PCT

Pulmondary Disease Medicine Clinic
06.2006 - 12.2006
  • Updating patient demographics
  • Collecting copays
  • Checking in patients
  • Completing vital signs
  • Assessment for provider
  • Calling in medications.

Education

Skills

  • TRAINING MCKESSON
  • Meditech Cerner
  • Medical Receptionist Employee Evaluation
  • Insurance Verification Medical Terminology
  • Conflict Management EMR Systems
  • Medical Office Experience Hospital Experience
  • Customer Service HIPAA
  • Management Supervising Experience
  • Leadership Epic
  • Office Administration
  • Employee Supervision
  • New Hire Onboarding
  • Decision-Making
  • Operations Management
  • Team Collaboration

Timeline

Administrator

Retreat at Kenwood
03.2024 - Current

ER Patient Access Supervisor

CHRISTUS Health
04.2022 - 03.2024

ER Admissions Lead

Wadley Regional Medical Center
02.2011 - 04.2022

Medical Receptionist

Patient Care Tech
09.2008 - 04.2010

Medical Receptionist/PCT

Healthcare Express
07.2006 - 09.2008

Receptionist/PCT

Pulmonary Disease Medicine Clinic
06.2006 - 12.2006

Receptionist/PCT

Pulmondary Disease Medicine Clinic
06.2006 - 12.2006

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Rachel Townsend