Summary
Overview
Work History
Education
Skills
Certification
Awards
Timeline
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Rachelle L. Holloway

Lithonia,GA

Summary

Diligent Manager with solid background in managing patient access operations. Successfully led teams in optimizing patient registration processes and improving overall patient satisfaction. Demonstrated expertise in problem-solving and effective communication.

Overview

29
29
years of professional experience
1
1
Certification

Work History

Patient Access Sup

Wellstar Cobb Hospital
11.2022 - Current
  • Implemented quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
  • Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
  • Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
  • Established strong relationships with insurance providers through effective communication channels to expedite claim processing activities when necessary.
  • Streamlined patient registration process by implementing efficient workflows and reducing wait times.
  • Developed a comprehensive training program for new employees, ensuring thorough understanding of job responsibilities and hospital policies.
  • Championed a culture of continuous improvement by encouraging staff members to share ideas and suggestions that could enhance overall departmental performance or patient satisfaction rates.
  • Served as a key resource for senior leadership in developing strategic plans for the growth and expansion of Patient Access services, contributing valuable insights based on firsthand experience managing daily operations.
  • Enhanced patient satisfaction with improved communication strategies and timely resolution of issues.
  • Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
  • Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
  • Stayed calm under pressure to and successfully dealt with difficult situations.

Patient Access Supervisor

Wellstar Health Systems
08.2019 - 11.2022
  • Overseeing the daily operations of a 12-member team for the OP Department of Patient Access and Revenue Cycle Cashier.
  • Responsible for direct supervision of employees, including participating in interviewing, hiring, counseling, terminations, evaluations, and reward and recognition.
  • Facilitates a positive work environment and assists with the development and motivation of employees.
  • Implementation and training of new programs/updates to employees.
  • Assists with investigating account issues, such as denials, tracking and trending problems, and implementing changes and education as appropriate.
  • Monitors and resolves accounts, DNB/Denials, claim, patient, and other related Work-queues that impact the Revenue Cycle.
  • Fosters a culture that focuses on patient satisfaction, safety, customer service, staff participation, collaboration, motivation, and effective communication.
  • Works collaboratively and as a team member with hospital leadership. Partners with Human Resources to achieve desired organizational culture, staffing and workforce metrics.
  • Ensures quality and drives resolution of initiatives which impact the overall health of the Revenue Cycle.
  • Facilitated cross-functional collaboration between departments to streamline processes and provide seamless patient care services.
  • Utilized data analytics tools to identify trends in patient access metrics such as throughput times or first pass yield rates that informed decision-making around process improvements.

Patient Access Lead

Wellstar Health Systems
08.2012 - 08.2019
  • Assisting patients during the onsite registration and arrival processes for scheduled and unscheduled visits in both the inpatient and outpatient settings.
  • Conducting insurance verification and executing authorizations for unscheduled
  • Train new employees and assist with Management in formulating a plan for professional development for New Hires.
  • Attends and conduct educational in-services as appropriate.
  • Patient pre-registration and registration for Outpatient and ER Departments.
  • Obtain complete and accurate patient demographics information.
  • Employ proper and compliant patient liability collections and insurance verification before, during, and after date services.
  • Manage bedding Inpatient / Observation patients from Admissions to Medical floor.

Flight Leader

Delta Air Lines
12.1996 - 08.2012
  • Reduced flight delays by effectively managing pre-flight preparations, including crew briefings and equipment checks.
  • Ensured passenger comfort by proactively addressing any concerns, resolving issues promptly, and maintaining a clean cabin environment.
  • Implemented time-saving techniques in meal service delivery that reduced the total duration of in-flight catering without sacrificing quality or presentation standards.
  • Led emergency response efforts when necessary, coordinating evacuation procedures and providing medical assistance as needed.
  • Contributed to revenue growth by identifying opportunities for upselling premium services and products to passengers during flights.
  • Contributed to increased customer loyalty through personalized interactions with passengers and prompt attention to feedback or complaints.
  • Cultivated a positive work culture among crew members by recognizing individual achievements and encouraging teamwork at every opportunity.
  • Handled challenging situations diplomatically, demonstrating strong conflict resolution skills while protecting the interests of both passengers and airline staff.
  • Established rapport with first-time fliers, providing guidance on inflight amenities while alleviating anxiety or concerns.
  • Supported company goals by actively promoting onboard sales initiatives, such as duty-free products or premium services offered during the flight.

Education

Associate of Applied Science - Drafting Technologies, Architectural Drafting Specialization

Southern Crescent Technical College
Griffin, GA
06.2008

BS - Liberal Arts Studies

Mercer University
Atlanta, GA
05.2022

Skills

  • Advanced proficiency in Microsoft Office Suite
  • Customer expectation management
  • Effective problem solving
  • Health insurance verification
  • Team management

Certification

  • CPAR (Certified Patient Access Rep) 2019
  • CRCR (Certified Revenue Cycle Rep) 2021-2026

Awards

Wellstar Health System Trusted Leader Award 2021, 2022,2023

Timeline

Patient Access Sup

Wellstar Cobb Hospital
11.2022 - Current

Patient Access Supervisor

Wellstar Health Systems
08.2019 - 11.2022

Patient Access Lead

Wellstar Health Systems
08.2012 - 08.2019

Flight Leader

Delta Air Lines
12.1996 - 08.2012

Associate of Applied Science - Drafting Technologies, Architectural Drafting Specialization

Southern Crescent Technical College

BS - Liberal Arts Studies

Mercer University

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