Rhonda Hubbard

• Managing the registration, scheduling, and admissions processes to ensure efficiency and patient satisfaction
• Managed 30 employees and 2 supervisors
• Oversee & manage daily operations related to all functions performed by the patient access team
• Collaborates with other hospital departments to address identified problems and explore identified opportunities for improvement
• Responsible for the successful onboarding, training, and development of staff to ensure effective integration with the team
• Responsible for continuing staff education and mandatory training
• Motivate staff to achieve high levels of customer satisfaction, and to meet the organization and department goals for financial performance
• Maintain day-to-day operational and financial processes to optimize reimbursement, efficiency, and effectiveness of service
• Complete annual performance evaluations for staff Interview, hire and assist in training new employees
• Hiring, training, evaluating performance, and addressing disciplinary issues for patient access staff
• Enforcing policies and procedures to ensure the privacy and security of patient information in compliance with HIPAA regulations
• Developing and managing the department budget, including forecasting, resource allocation, and cost control measures.
• Delivered patient care through assessment to facilitate optimum patient care.

• Managed 25 employees
• Responsible for adequate staffing and overage in all Patient Access areas
• Responsible for continuing staff education and mandatory training
• Ensures accuracy and completeness of daily registrations
• Ensures high level of quality service provided to patients
• Offers guidance to employees related to Point-of-Service collective activity
• Ensures proper utilization of purchased software
• Ensure that problem situations are resolved appropriately and independently
• Ensure Manager and Director of Patient Access are informed of any unusual and significant issues that may affect patient satisfaction, timeliness of services or reimbursement or general patient flow
• Consistently ensure that employees are conveying helpful, caring and respectful attitude both verbally and non-verbally to internal customers, co-workers and external customers
• Ensure that employees are accurately collecting, verifying and entering into Epic patients demographic, employer, financial, emergency contact, insurance, subscriber and case-specific information, such as referring physician and diagnosis
• Ensure that th employees have the ability to determine the patients financial obligation and communicate this information accurately and with respect to the patient
• Ensure that the employees possess a thorough knowledge of Rush’s contracted payers and be able to explain coverage-related concepts to the patients, pre-certification and out-of-network plans
• Ensure that employees can consistently identify and accurately obtain required information such as Medicare Secondary Payer, insurance filing order, medical necessity, etc
• Ensure that employees possess a thorough knowledge of Epic, especially ADT and a high degree of accuracy in inputting data in Epic
• Executes Patient Access Dept operational strategies; demonstrates innovation in identifying best practices in the industry and in implementing those best practices within the department
• Ensure that employees have a thorough knowledge of the Medical Center and departments policies and procedures and possess the ability to communicate this information accurately to the customer
• Implements quality improvement programs, processes and workflows within the Patient Access Dept
• Tracks productivity and performance by collecting and analyzing data, producing relevant reports and tracking trends
• Responsible for interviewing and hiring new employees, orients and trains employees to ensure the very best in customer service in all phone interactions
• Responsible for approving PTO
• Promotes a work environment that includes open communication, collaboration, service excellence and a team approach
• Mentoring and coaching employees and execution of the ICARE Values
• Create TEAM players and promote staff engagement
• Conduct MDR HUDDLES and staff meetings
• Focuses on process improvement and the development of the team using six sigma or lean initiatives Works with leadership and HR to develop strategies to retain and promote team members within the department.

• Interviewing/Onboarding/Supervision of new staff via use of orientation manual
• Monitors staff performance via chart audit, shadow observation and supervision
• Oversee and manage staff work flow and coverage needs
• Train staff on CRC processes and procedures to meet minimum role expectations
• Facilitate staff engagement in CM initiatives, committees
• Participate in performance review process
• Ensure accountability amongst team
• Manages caseload, serves as resource, sets priorities and completes assigned tasks
• Facilitates collaboration with CM team/department to prioritize tasks, ensuring department support needs are met
• Models ICARE values and actively supports teamwork and employee engagement
• EPIC trainer for Case Manager RN’s, Social Workers and Clinical Resource Coordinators
• Schedule follow up appointments for Pediatric patients
• Attend Care Conference Meetings
• Attend discharge patient rounds
• Obtain insurance authorizations for Medications
• Coordinate transfers to outside facilities
• Assist patient’s with insurance issues and questions
• Discharge planning/transfers to external facilities
• Order DME supplies.

• Interviews patients for post discharge needs and present options
• Place referrals post discharge: Home Health, PT, OT, Rehab, Homemaker, Transportation
• Provide patients with Medicare Important Message forms
• Work closely with the nursing staff and other departments collaboratively
• Assist patients with resources for locating low-income housing or shelters
• Assist patient with resources for transportation needs
• Serve as a liaison between referring entities, physicians, health care team, patient and families to promote coordinated services and continuity of care
• Promote customer relations and satisfaction among patients, families, physicians, external case managers, payors, vendors, and inpatient staff
• Provide and coordinate social services to patients and their families
• Assess patient’s basic and in-depth psychosocial needs, including any relevant financial, cultural, and family issues
• Conduct care conferences with patients and families in order to facilitate and educate in support of recommended treatment plans and healthy outcomes
• Develop and implement discharge plans
• Lead patient and/or family groups
• Discharge planning/transfers to external facilities
• Provides training and orientation.

• Monitor high dollar inpatient accounts that total $100K or more
• Reverify insurances for long stay patients
• Audit registrations for the Patient Access Department at RUMC and ROPH
• Modify one day admissions to reflect the appropriate level of care
• Explain the process of the Financial Assistance program (Charity Care)
• Analyze, document and correct identified errors related to claim rejections
• Create weekly and monthly reports for the pre registration department call center line
• Prepare and create reports for the Director of Patient Access (Business Objects)
• Attend Utilization Management weekly meetings to discuss the discharge plans for patients
• Train new employees and provide continuous training to existing employees
• Order supplies.

• Registered patients for inpatient and outpatient surgery in the Admitting department
• Registered, triaged and discharged patients to be treated in the Emergency Room
• Called insurance companies to verify patients' eligibility
• Pre-certified patients for Heart surgery in the Cardiac clinic
• Registered patients for Radiology and outpatient procedures in the Endoscopy clinic
• Registered patients Escorted patients to designated areas to be prepped for surgery.
• Verified patient insurance eligibility and entered patient information into system.
• Processed payments using cash and credit cards, maintaining accurate records of transactions.
• Greeted and assisted patients with check-in procedures.

• Registered patients for future clinic appointments in the Patient Access department
• Registered patients for appointments coming from the various State Correctional Facilities
• Preregister and schedule clinic appointments for patients using the on-line scheduling system
• Called insurance companies to verify patients eligibility.

Manually coded charge tickets for the doctors in the Ophthalmology department

• Audited charge tickets for accuracy preparation for the outside billing company
• Kept a monthly log of total revenue for the Eye clinic appointments and surgeries
• Traveled to Michael Reese and Mercy Hospital eye clinics weekly to complete billing
• Trained new employees
• Monitored and supervised the work of 3 other employees.