Sheny Mejia Urbano
Kernersville,NC
Summary
An outstanding management performer in both patient access and patient satisfaction within the healthcare industry. Proven success in leadership, operational excellence and organizational development, with a keen understanding of the elements of patient financial service business. Documented strengths in building, inspiring and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
19
19
years of professional experience
Work History
Corporate Manager Patient Financial Services, ED Registration
Atrium Health Wake Forest Baptist Health
12.2020 - Current
- Manage and oversee six emergency departments within the system to be standardized and aligned with the organizations standards
- Maximized patient financial revenue in all ED areas
- Reduce denials in the emergency departments by implementing quality metrics in all areas
- Implemented and improved workflows for all emergency departments for VA notifications coming into the ED, revamp worker’s comp training for all PSR’s, and critical staffing needs by adding PRN’s to all ED campuses
- Improved RTE response history for all patient service specialists
- Improved quality metrics to reduce errors, denials and cob errors
- Improved POS point of service up front collections
- Develop an education plan for each patient service specialist to improve insurance knowledge
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility and empowerment
- Managed registration for both emergency department and admissions to work as one, managed pre-certifications and verified insurance coverage
- Identify gaps in processes to improve in both ED and admissions/outpatient departments
- Trained and mentored supervisors coming in for both ED and admissions areas
- Effectively allocated tasks during high-traffic times to keep operations running smoothly in the emergency department and admissions/outpatient areas
- Effectively implemented quality metrics for each emergency department while working with quality coordinators to improve standardization
- Managed registration for various areas, managed pre-certifications and verified insurance coverage
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees
- Organized and facilitated department areas with critical staffing needs when necessary
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all patients
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, EMTALA, benefits administration, government payors and general liability.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
Interim Co-Manager- Patient Access
Wilkes Medical Center/ Atrium Health Wake Forest Baptist Health
12.2022 - Current
- Manage and oversee all workflows/processes for admissions, outpatient, occupational/physical/speech rehab registration & scheduling, diagnostic center registration, centralized radiology scheduling, financial clearance/pre-service, switchboard and emergency department.
Interim Manager- Patient Access
Davie Medical Center/ Atrium Health Wake Forest Baptist Health
12.2020 - 11.2021
- Manage and oversee all workflows/processes/staffing for admissions, outpatient and emergency department until manager position could be filled.
Interim Manager- Patient Access
Lexington Medical Center/ Atrium Health Wake Forest Baptist Health
12.2020 - 11.2021
- Manage and oversee all workflows/processes/staffing for admissions, outpatient and emergency department until manager position could be filled.
Interim Manager- Patient Access
High Point Medical Center/ Atrium Health Wake Forest Baptist Health
12.2020 - 08.2021
- Manage and oversee all workflows/processes/staffing for admissions, outpatient and emergency department until manager position could be filled.
Interim Manager- Patient Access
Wilkes Medical Center/ Atrium Health Wake Forest Baptist Health
12.2020 - 04.2021
- Manage and oversee all workflows/processes/staffing for admissions, outpatient, centralized scheduling, rehab, switchboard, financial clearance/pre-service and emergency department until manager position could be filled.
Manager of Registration and Financial Clearance- Patient Access
Wilkes Medical Center/ Wake Forest Baptist Health
07.2017 - 11.2020
- Manage and oversee all workflows in financial counseling, Medicaid, centralized scheduling, and all registration areas for facility including emergency department, admissions, diagnostic imaging and outpatient rehab
- Maximized patient financial revenue in all areas of patient access
- Set and updated weekly work schedules to meet coverage demands by considering factors like expected patient levels, planned promotions and individual employee strengths
- Implemented daily operating procedures to and policies
- Educated staff on strategies for upfront collections
- Effectively aligned emergency and admissions/outpatient departments to work as one at each campus and across all 6 campuses
- Implement emergent staffing solutions during COVID pandemic
- Mentor people leaders to become more diverse and inclusive in hiring
- Team-building across all acute registration campuses to promote teamwork and unity
- Focus on providing emotional intelligence training to leaders
- Implemented quality measures and expectations across campuses to improve revenue cycle and decrease denials
- Improve acute registration workflows to maximize revenue
- Allocated tasks during high-traffic times to keep operations running smoothly in the emergency department and admissions
- Developed and distributed employee work schedules based on operational needs and employee requests
- Developed and updated department goals and achievements throughout fiscal year
- Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility
- Managed registration for various areas, managed pre-certifications and verified insurance coverage
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees
- Organized and facilitated 6 department areas with meetings, discussing current census, admissions and discharges
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all patients
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability
- Educated all registration staff personnel regarding updates and changes to job positions
- Oversaw employee performance, corrected problems and increased efficiency to maintain productivity targets
- Designed modern employee recognition program which boosted productivity and improved morale
- Educated staff on strategies for handling difficult customers and challenging situations.
Patient Access Manager / Diversity & Inclusion Manager
Wilkes Regional Medical Center/ Carolinas Medical Center
08.2015 - 07.2017
- Assisted teams in training and filling out check-in and payment paperwork for all registration areas including emergency department, admissions, diagnostic imaging and outpatient rehab
- Explained plans for treatment and payment options
- MSPQ Audits HIPPA Compliance EMTALA Regulations Observed all facility rules and regulations regarding patient data to promote confidentiality and integrity
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services
- Reviewed upfront collections and implemented new initiatives to obtain copayments and outstanding balances
- Compiled daily financial records
- Drove operational improvements which resulted in savings and improved profit margins
- Developed highly effective communication, interpersonal and active listening skills, which were used for interacting with people of all different backgrounds and cultures
- Educated all registration staff personnel regarding updates and changes to job positions
- Designed modern employee recognition program which boosted productivity and improved morale
- Reviewed and corrected claim errors to facilitate smooth processing
- Managed all areas of patient access including emergency department, outpatient, admissions, diagnostic, radiology, labor and delivery, scheduling, rehab, financial clearance, financial counseling
- Continued in leading diversity and inclusion initiatives across the medical center
- Implemented VRI devices across medical center.
Diversity & Inclusion Manager
Wilkes Regional Medical Center/ Carolinas Medical Center
08.2014 - 08.2015
- Coordinated activities of human resources team, distributing resources and personnel effectively across organization to meet HR needs
- Created and implemented forward-thinking initiatives to improve employee engagement
- Served as representative in various civic and community functions to further enhance company image and develop additional business
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes
- Set positive example for team members by providing high-quality, efficient service
- Onboarded new employees with training and new hire documentation.
Patient Access Representative for Emergency Department and Outpatient/Financial Clearance/Pre-Service/Financial Counseling/Medicaid
Wilkes Regional Medical Center/ Carolinas Medical Center
08.2008 - 08.2014
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record
- Determined patient financial needs and referred eligible patients to proper county, state or federal agencies to obtain financial assistance
- Obtain authorizations from the insurance companies for surgeries, ancillary radiology procedures, inpatient and observation admissions
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered
- Performed patient scheduling and registration functions to serve as initial contact point for medical office visits
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment
- Explained estimated cost for medical treatments and answered patient questions to promote good understanding of proposed services
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy
- Took copayments and compiled daily financial records
- Assisted patients in filling out check-in and payment paperwork
- Super user for computer upgrades and conversions Assisted in training new staff
- Assisted Supervisor/Manager with on call and other responsibilities in their absence.
Spanish Medical Interpreter
Wilkes Regional Medical Center
02.2005 - 08.2008
- Translated documents about treatment directions and helped non-English speaking patients fill out medical forms
- Converted written materials from one language to another such as books, publications or web pages
- Followed ethical codes to protect confidentiality of patient medical information
- Explained hospital policies and procedures to provide assistance to patients with limited English proficiency
- Equipped healthcare providers with cultural information to promote appropriate provision of health services
- Collaborated with professional colleagues in development and implementation of family language service initiatives
- Verified understood medical information for patients by simplifying any jargon
- Interpreted services to families during process of scheduling initial visit and coordination of ongoing treatment
- Served as medical interpreter for patients and staff clinical encounters by delivering accurate, skilled interpretations to facilitate effective communications
- Attended training programs to improve professional knowledge and interpretation skills
- Maintained message content, tone and emotion as closely as possible
- Provided cultural input to speakers to help parties who did not speak similar languages communicate with and understand one another
- Facilitated communication between law enforcement personnel and individuals involved in crimes such as witnesses, persons of interest and suspects.
Education
Bachelor of Science - Healthcare Administration
Capella University
Minneapolis, MN04.2021
Associate of Applied Science - Paralegal Technology
Western Piedmont Community College
Morganton, NC05.2004
High School Diploma -
Wilkes Central High School
Wilkesboro, NC05.2001
Skills
- Team Management
- Process Improvement
- Team Building
- Relationship Development
- High Performance Teams
- Strong Communication
- Team Morale
- Bilingual
- Conflict Resolution
- Operational Improvement
- Business Operations
- Emotional Intelligence
- Servant Leadership
- Inclusive Leader
- Critical Thinker
- Diverse Teams
Accomplishments
- Managed WFBH North Central Western NC Region- 6 Emergency Department Campuses
- Collaborated in aligning all WFBH ED’s/Admissions/Outpatient/Acute Areas together
- Succeeded in 4 computer system conversions
- Assisted with 4 go-lives with at elbow support
Awards
Management Employee Satisfaction Leader Leader of the Month Certified Diversity Executive 2022, 2021, 2020 Hero Award Nomination- Atrium Health-Wake Forest Baptist Press Ganey- Tier 1 for the last 5 years in Management Employee Satisfaction 2021 Diversity Certificate Program- Atrium Health 2020 Wake Forest Baptist Health, Leader of the Month 2015 Certified Diversity Executive through the Institute of Diversity Certification
Languages
Spanish
Native or Bilingual
English
Native or Bilingual
Timeline
Interim Co-Manager- Patient Access
Wilkes Medical Center/ Atrium Health Wake Forest Baptist Health
12.2022 - Current
Corporate Manager Patient Financial Services, ED Registration
Atrium Health Wake Forest Baptist Health
12.2020 - Current
Interim Manager- Patient Access
Davie Medical Center/ Atrium Health Wake Forest Baptist Health
12.2020 - 11.2021
Interim Manager- Patient Access
Lexington Medical Center/ Atrium Health Wake Forest Baptist Health
12.2020 - 11.2021
Interim Manager- Patient Access
High Point Medical Center/ Atrium Health Wake Forest Baptist Health
12.2020 - 08.2021
Interim Manager- Patient Access
Wilkes Medical Center/ Atrium Health Wake Forest Baptist Health
12.2020 - 04.2021
Manager of Registration and Financial Clearance- Patient Access
Wilkes Medical Center/ Wake Forest Baptist Health
07.2017 - 11.2020
Patient Access Manager / Diversity & Inclusion Manager
Wilkes Regional Medical Center/ Carolinas Medical Center
08.2015 - 07.2017
Diversity & Inclusion Manager
Wilkes Regional Medical Center/ Carolinas Medical Center
08.2014 - 08.2015
Patient Access Representative for Emergency Department and Outpatient/Financial Clearance/Pre-Service/Financial Counseling/Medicaid
Wilkes Regional Medical Center/ Carolinas Medical Center
08.2008 - 08.2014
Spanish Medical Interpreter
Wilkes Regional Medical Center
02.2005 - 08.2008
Bachelor of Science - Healthcare Administration
Capella University
Associate of Applied Science - Paralegal Technology
Western Piedmont Community College
High School Diploma -
Wilkes Central High School
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