Summary
Overview
Work History
Education
Skills
Timeline
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Shannon Rouse

Omaha,Nebraska

Summary

Highly skilled and dedicated professional with more than 14 years experience managing day-to-day patient access operations at a large medical facility. Well-versed in recruiting, training and managing employees to provide exceptional customer service. Recognized for staff development leading to high performing teams. Excels in managing staffing schedules, successfully meeting budgetary and productivity goals. Exhibits strong organization skills, excellent communicator and proven problem solver.

Overview

25
25
years of professional experience

Work History

Patient Access Supervisor

Nebraska Medicine
03.2010 - Current
  • Serves on leadership team overseeing all aspects of day-to-day Patient Access Operations.
  • Partners with colleagues to serve as Access expert, regularly modeling, mentoring and training colleagues on technical skills.
  • Assists in development of departmental budget, monitoring expenditure levels, and identifying opportunities for cost savings without compromising on patient care quality.
  • Facilitates cross-functional collaboration between departments to streamline processes and provide seamless patient care services.
  • Makes decisions regarding daily priorities for work group, providing guidance to and/or assists staff on non-routine or escalated issues.
  • Completes performance appraisals and/or disciplinary actions, providing constructive feedback and setting goals for future growth and development.
  • Conducts routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and patients for continued compliance with associated regulations.
  • Oversees staff recruitment efforts, selecting top talent to join team and contribute to the department's success.
  • Completes monthly, quarterly and yearly 1:1 and Access staff meetings.
  • Coordinates staffing and operations for registration and scheduling areas within Ambulatory Clinics, procedural areas and Access Services.
  • Implements performance metrics to track department productivity, identifying areas for improvement and driving overall efficiency gains.
  • Designs and introduces leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
  • Supports on and off site management of services.
  • Provides guidance for Access team members, enterprise clinics and decentralized registration areas by creating positive work environment in order to maintain patient and employee satisfaction.
  • Provides operations oversight, analysis, training, troubleshooting and analysis of resource requirements.
  • Provides support to operations by assessing work flows and making recommendations for improvement.
  • Implements quality assurance measures to ensure that patient access processes adhered to hospital policies and industry best practices for optimal service delivery.
  • Develops and updates policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
  • Performs patient scheduling and registration functions based on staffing and/or patient volumes throughout day.
  • Maintains compliance with all relevant regulations including HIPAA guidelines on patient privacy protection while handling sensitive information during registration processes.
  • Identifies insurance payment sources and listed payers in proper sequence to establish chain of payment.

Revenue Cycle Specialist Float

Memorial Community Hospital
08.2008 - 01.2010
  • Registered patients for various inpatient and outpatient procedures and/or hospital admissions.
  • Gathered and accurately verified demographic and insurance information.
  • Assembled daily procedure schedules and obtained necessary ancillary orders.
  • Counseled patients regarding financial responsibilities and answered billing questions.
  • Gathered and input correct contact information for returned mail.
  • Assembled medical records and procedural paperwork for coding department.
  • Verified and/or checked physician signature compliance on medical charts/episodes to forward to coding department.
  • Gathered and/or assembled medical records and delivered them to various doctors and/or departments as needed.
  • Input and completed all chart and information requests from patients and outside sources.
  • Answered and directed all calls from hospital switchboard.

Shift Leader and Team Trainer

Dave & Buster's
05.2007 - 09.2008
  • Trained new employees on policies and procedures, both in classroom and on-the-job settings.
  • Provided ongoing training for current staff, fostering positive team atmosphere that encouraged growth and development.
  • Resolved conflicts between team members in professional manner, preserving strong working relationships in the process.
  • Assumed responsibilities for opening and closing shifts. Delegated daily tasks and responsibilities.
  • Oversaw daily cash handling procedures, maintaining accurate records and minimizing discrepancies.
  • Verified employees detailed cash-out paperwork, including cash and credit card audits.
  • Served guests in private parties and in primary restaurant and/or cocktail areas, while securing guest's credit card information while they had open tabs.
  • Boosted overall sales with effective upselling techniques and exceptional product knowledge.

Portrait Studio Manager

Sears Portrait Studio
08.2003 - 07.2006
  • Successfully managed portrait studio, consistently leading District in sales and earning several top sales awards.
  • Promoted positive work culture by fostering open communication channels among team members, leading to higher employee morale and increased retention rates.
  • Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Coordinated staff schedules to optimize coverage during peak hours and provide ample opportunity for team development activities.
  • Implemented innovative marketing strategies for increased brand visibility and new client acquisition.
  • Developed strong relationships with clients through excellent communication skills and attentive customer service.
  • Maintained clean and organized studio, ensuring professional environment for both staff and clients at all times.

Store Director

Hollywood Video
08.1999 - 05.2003
  • Managed highly successful video retail store, consistently leading district in sales and inventory goals.
  • Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
  • Recruited, hired and trained new team members, providing ongoing training and mentoring for their professional growth.
  • Coached sales associates in product specifications, sales incentives, and selling techniques, significantly increasing customer satisfaction ratings.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Maintained proper product levels and inventory controls for merchandise and organized backroom to facilitate effective ordering and stock rotation.
  • Protected store from loss or theft by setting and enforcing clear security policies.
  • Oversaw launch of new store expansion and three store remodels to enhance the shopping experience for customers while maximizing retail space utilization.
  • Reported to district manager regarding store and staff issues, financial goals and sales.
  • Collaborated with other Store Directors on regional initiatives aimed at increasing brand presence in local markets.
  • Addressed customer concerns promptly and effectively, resulting in increased loyalty and repeat business.

Education

Continuing Education - General Studies

Central Community College
Grand Island, NE

Skills

  • Team Leadership
  • Multidisciplinary Team Collaboration
  • Personnel Management
  • Employee Work Scheduling
  • Training and Mentoring
  • Operating Plans Development
  • Quality Control
  • HIPAA and Regulatory Compliance
  • Customer Service
  • Effective problem solving
  • Basic Life Support for Health Care Providers (BLS)

Timeline

Patient Access Supervisor

Nebraska Medicine
03.2010 - Current

Revenue Cycle Specialist Float

Memorial Community Hospital
08.2008 - 01.2010

Shift Leader and Team Trainer

Dave & Buster's
05.2007 - 09.2008

Portrait Studio Manager

Sears Portrait Studio
08.2003 - 07.2006

Store Director

Hollywood Video
08.1999 - 05.2003

Continuing Education - General Studies

Central Community College

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Shannon Rouse