Sierra Sullivan
Training & Quality Consultant
Madison
Summary
Dynamic and results-driven training and quality professional with extensive experience in developing and leading training programs, onboarding new employees, and fostering continuous learning to support organizational goals. Skilled in designing comprehensive training plans, facilitating effective onboarding processes, and collaborating cross-functionally with leadership to assess performance and identify development needs. Proven ability to monitor employee quality, provide actionable feedback, and coordinate ongoing training initiatives that drive performance improvement and operational excellence.
Overview
10
10
years of professional experience
Work History
Training & Quality Consultant
Rush University Medical Center, RUMC
02.2023 - Current
- Developed and facilitated targeted training programs for front desk and access center staff to ensure consistent understanding of registration, scheduling, and patient access workflows.
- Led onboarding sessions for new hires across multiple clinic locations, standardizing training to promote accuracy, efficiency, and excellent patient service.
- Conducted quality audits and performance reviews of front desk and call center staff, identifying gaps in workflow compliance and service delivery.
- Collaborated with clinic managers and departmental leaders to align training content with operational goals and improve front-end processes.
- Created job aids, workflow documentation, and quick reference guides to support staff in real-time, reducing errors and increasing efficiency.
- Analyzed call recordings and front desk interactions to provide actionable feedback, coaching, and support for staff development.
- Scheduled and delivered ongoing training refreshers to address system updates, policy changes, and identified areas for improvement.
- Monitored EPIC documentation practices and ensured accurate and timely patient data entry to support downstream clinical and billing processes.
- Served as a liaison between access center leadership and front desk teams, ensuring unified training strategies and quality standards across all touchpoints.
Access Center Specialist II
Rush University Medical Center, RUMC
11.2019 - 02.2023
- Scheduled patient appointments across multiple specialties, ensuring accuracy and adherence to provider-specific protocols.
- Provided high-quality customer service in a fast-paced call center, addressing patient inquiries related to scheduling, insurance, and care coordination.
- Verified insurance eligibility, obtained authorizations, and ensured complete and accurate documentation within EPIC.
- Collaborated with clinical departments to manage provider schedules and coordinate complex appointment requests.
- Maintained proficiency in EPIC systems and departmental workflows to support accurate scheduling and registration.
- Assisted in training and onboarding new employees by demonstrating workflows, sharing best practices, and supporting their transition into the role.
- Contributed to team performance by meeting or exceeding KPIs such as call resolution, schedule accuracy, and customer satisfaction.
- Acted as a resource for peers by answering questions, troubleshooting issues, and reinforcing process improvements.
- Participated in quality and process improvement discussions to enhance patient access and operational efficiency.
Patient Access Team Lead
Loyola University Medical Center
03.2018 - 11.2019
- Supervised daily operations of the patient access team, ensuring efficient registration, admissions, and insurance verification processes.
- Provided frontline support and guidance to registration staff, resolving escalated patient concerns and workflow issues in real time.
- Trained and mentored new team members, reinforcing registration policies, EPIC workflows, and customer service standards.
- Monitored staff performance and quality metrics, delivering feedback and coaching to support continuous improvement.
- Collaborated with department leadership to implement process improvements and streamline patient intake procedures.
- Ensured accurate data entry and compliance with HIPAA and regulatory requirements during all registration and pre-admission processes.
- Coordinated shift coverage, managed work assignments, and supported team productivity during peak volumes and staff shortages.
- Acted as a liaison between front-line staff and management to communicate updates, address concerns, and maintain alignment with departmental goals.
- Assisted with audits and reporting related to registration accuracy, insurance eligibility, and patient satisfaction outcomes.
Referral Specialist II
Strivant Health
04.2015 - 09.2017
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled appointments with specialists on behalf of clients.
- Developed strong relationships with external healthcare facilities, fostering a collaborative approach to patient care coordination.
- Enhanced patient satisfaction by promptly addressing inquiries and resolving issues related to referrals.
- Maintained accurate records on in-progress and completed referrals, ensuring full data integrity throughout process.
- Linked families to relevant community support to meet non-medical needs.
Education
High School Diploma -
Thornridge High School
Dolton, Il 05.2001 -
Skills
Quality management systems
Operational excellence
Online instruction
Classroom oversight
Course development
New hire training
Quality improvements
Customer service
Team leadership
Internal audits
Correction action planning
Public speaking
Relationship building
Quality assurance
Performance testing
Consulting
Training providers
Virtual training
Training course planning
Customized training
Lesson planning
Online instruction
Timeline
Training & Quality Consultant
Rush University Medical Center, RUMC
02.2023 - Current
Access Center Specialist II
Rush University Medical Center, RUMC
11.2019 - 02.2023
Patient Access Team Lead
Loyola University Medical Center
03.2018 - 11.2019
Referral Specialist II
Strivant Health
04.2015 - 09.2017
High School Diploma -
Thornridge High School
05.2001 -
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