Sandra Harvey
Bowie,MD
Summary
Knowledgeable [Desired Position] with proven ability to streamline patient access processes and enhance patient satisfaction. Managed complex healthcare environments, implementing efficient procedures and fostering collaborative team atmosphere. Demonstrated expertise in staff training and problem-solving to ensure optimal patient flow and service delivery.
Healthcare professional with strong background in managing patient access operations, committed to improving patient experience and operational efficiency. Skilled in leading cross-functional teams to achieve high performance and adaptability in dynamic healthcare settings. Known for strong organizational skills and effective communication, ensuring seamless coordination and patient care.
Overview
15
15
years of professional experience
Work History
Patient Access Manager
CHILDRENS NATIONAL HOSPITAL
10.2012 - Current
- Oversees the day-to-day management of Patient Access services, driving an optimal experience by ensuring patients receive access to quality medical services
- Maintains an exceptional customer service experience, ensuring staff provides patients with friendly greetings upon arrival, properly assesses their needs, and provides solutions in person and via telephone
- Spearheads continuous improvement activities, including procedure, process, quality, and productivity improvements
- Collaborates across departmental teams to resolve operational challenges, including investing, documenting, and resolving customer complaints and service issues and offering reasonable solutions promoting patient retention
- Works directly with patients to gather financial information for services performed, including insurance information and private pay affirmations
- Verifies information on file, including demographics, insurance, address, and billing information, updating information as needed
- Coordinated daily activities of support staff regarding workload requirements and available resources
- Provide ongoing feedback with staff to include rounding, meetings and staff huddles
- Participated in the ongoing assessment of Practice Operations policies and procedures to establish continued feasibility
- Prepare documentation and projections to support the operating and capital budget planning process
- Evaluate and recommend purchase of new equipment needed to maximize productivity and quality of care
- Implement actions to facilitate meeting budget requirements and administers programs within budgetary guidelines
- Ensure team adherence to organizational regulations
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
- Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity.
- Researched and implemented new Medicaid plans, which helped to reduce number of denials by [Number]%.
- Educated all registration staff personnel regarding updates and changes to job positions.
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures.
- Implemented innovative technology solutions to optimize patient data management and streamline communication among healthcare providers.
- Improved patient satisfaction by streamlining registration processes and implementing efficient scheduling systems.
- Implemented customer service training programs that led to increased employee satisfaction and a reduction in patient complaints.
- Developed targeted recruitment strategies that attracted top talent in the Patient Access field, contributing to a high-performing team.
- Fostered an inclusive work environment by promoting open communication channels and encouraging collaboration among team members.
- Enhanced staff productivity by providing comprehensive training on patient access procedures and best practices.
- Created standard operating procedures for all Patient Access functions, ensuring consistency in service delivery across multiple departments.
- Evaluated workflow efficiency regularly, implementing process improvements as needed to meet changing demands on the healthcare system effectively.
- Reduced wait times for patients with effective resource management and staff allocation strategies.
- Oversaw budget planning and management for the Patient Access department, optimizing resources while maintaining quality standards.
- Conducted regular performance evaluations of team members, identifying areas for improvement and providing constructive feedback for professional growth.
- Collaborated with clinical teams to ensure seamless patient transitions between departments, improving overall care quality.
- Developed comprehensive onboarding programs for new hires, setting them up for success in their roles and ensuring a seamless transition into the organization.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Charge Entry Manager
Children’s national medical center
01.2013 - 01.2014
- Supervised and coach employees 16 team members providing employee training, coaching, and performance evaluations
- Responsible for accurately posting charges received from providers, research discrepancies, and locate missing information
- Oversaw and led general accounting team functions, including inter-company accounting, and financial reporting, balance sheet management
- Served as a departmental resource for Health Care Providers and patients concerning regional reimbursement, distribution, and payer policy information to provide effective solutions to complex patient access situations
- Works all established charge reports to correct billing errors and identify staff training needs
- Maintains/coordinates filing system of all charge documents
- Ensure timeliness and accuracy of billing
- Responds to inquiries and complaints regarding Charging and data entry
- Participates in the establishment and revision of procedures, performance standards and productivity targets for staff
- Research and resolve missing information, charge discrepancy issues, or misappropriated charges
- Performs audits, corrects rejected Registration Edits for Hospital charges, and ensures accuracy of data being entered
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- Boosted employee morale and reduced turnover through development and implementation of comprehensive rewards and recognition program.
- Organized professional development programs for staff, leading to improved performance and skill sets.
- Facilitated team brainstorming sessions that led to innovative solutions for long-standing operational challenges.
Patient Access Supervisor
SUBURBAN HOSPITAL
05.2010 - 10.2012
- Assist leaders and staff responsible for the creation and delivery of training for registrars in all areas of patient access
- Provides guidance and feedback on employee performance through the auditing and screening of registration work and various computer reports
- Supports all positions and registers patients as needed to support team
- Cross trained to support all registration areas of Access
- On-call responsibilities for weekends, holidays and off-hours Assist department with the appropriate staffing of Patient Access areas
- Assist department with completion of performance appraisals prior to due date
- Review and assured that employee time is recorded accurately per Timekeeper policy
- Kept abreast of changes to state and federal regulatory compliance items affecting patient registration including HIPAA, EMTALA, ADA, etc
- Provides timely updates to staff as appropriate
- Responsible for daily cash management and valuables function to include daily, weekly, and random audits as appropriate for the facility
- Produces various reports and feedback to manager
- Facilitates staff education, knowledge sharing and teamwork by conducting regular staff meetings and utilizing other forms of communication
- Interacts on as needed basis with other SRH departments which may be impacted by the Patient Access process
- Promotes a positive hospital image to patients, visitors and physicians by adhering to the SH Core Values of Service-Partnership-Community-Compassion-Excellence
- Implemented performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
- Reduced employee turnover rate by fostering a positive work environment and providing ongoing support for professional development opportunities.
- 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.
- Served as a liaison between patients, physicians, and administrative staff to address concerns or questions related to registration or billing issues effectively.
- Facilitated cross-functional collaboration between departments to streamline processes and provide seamless patient care services.
- Developed a comprehensive training program for new employees, ensuring thorough understanding of job responsibilities and hospital policies.
- Conducted regular performance reviews for staff members, providing constructive feedback and setting goals for future growth and development.
- Optimized staff scheduling to maintain adequate coverage during peak hours, minimizing patient wait times and improving service quality.
- Enhanced patient satisfaction with improved communication strategies and timely resolution of issues.
- Managed day-to-day operations of the Patient Access department, ensuring all tasks were completed accurately and in a timely manner.
- 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.
- 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.
- Oversaw staff recruitment efforts, selecting top talent to join the team and contribute to the department''s success.
- Maintained compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
- Improved revenue cycle management by overseeing accurate insurance verification processes, reducing billing errors, and ensuring prompt payment collection from patients.
- Assisted in the development of departmental budget, monitoring expenditure levels, and identifying opportunities for cost savings without compromising on patient care quality.
- 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.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Education
Bachelor of Science - Business, Administration
Walden University
Master of Health Informatics -
Walden University
11.2024
Skills
- Effective written and verbal communication
- Effective problem solving
- Admissions processes
- Recordkeeping
- Strong leadership
- Customer Service
- Problem-solving abilities
- Multitasking
- Operational Efficiency
- Training and mentoring
- Team building
- Operations Management
Accomplishments
- Supervised team of [Number] staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Charge Entry Manager
Children’s national medical center
01.2013 - 01.2014
Patient Access Manager
CHILDRENS NATIONAL HOSPITAL
10.2012 - Current
Patient Access Supervisor
SUBURBAN HOSPITAL
05.2010 - 10.2012
Master of Health Informatics -
Walden University
Bachelor of Science - Business, Administration
Walden University
Similar Profiles
Brandon Fernandes, RNBrandon Fernandes, RN
Registered Nurse, Operating Room at Childrens National HospitalRegistered Nurse, Operating Room at Childrens National Hospital
Jordan CarterJordan Carter
Lead Clinical Research Coordinator at Childrens National HospitalLead Clinical Research Coordinator at Childrens National Hospital
Christina ClarkeChristina Clarke
Registered Nurse at Childrens National HospitalRegistered Nurse at Childrens National Hospital