Stephanie Strawn
Hauser,Idaho
Summary
Highly goal-driven, compassionate, people loving patient access leader with over 13 years of solid hands-on experience in both acute and ambulatory patient access. Posses excellent, multi-tasking, organizational, communication, leadership, and management skills along with a great foundation of Patient Access that loves building teams.
Overview
11
11
years of professional experience
Work History
Cash Application US Supervisor
R1 RCM
06.2024 - Current
- Responsible for developing processes for cash and reconciliation of cash
- Reconciling of bank deposits to accounts, claims, patient payments, and tracking on master spreadsheets
- Ensures performance goals are achieved in compliance with company cash safeguards, policy, and regulation guidelines
- Monitor payment posting work queues for timeliness of all payments/insurance denials to ensure accounts are up to date
- Knowledge of insurance contracts, contractual adjustments, rejections, and denial processing
- Review and process monthly collection report and submit to upper leadership
- Monitored daily bank transactions for accuracy and completeness, addressing any discrepancies swiftly to maintain financial records accuracy
- Reduced unapplied cash balances by diligently investigating root causes and implementing corrective actions as needed
- Conducted internal audits on cash application activities, ensuring adherence to established policies and procedures while identifying opportunities for improvement
- Provides supervision for fourteen employees, including annual performance management
- Provides coaching and mentoring to new hires
- Performs corrective action and recommend potential professional development for employees
Cash Application Supervisor
Providence St. Joseph Health
02.2021 - 06.2024
- Responsible for developing processes for cash and reconciliation of cash
- Reconciling of bank deposits to accounts, claims, patient payments, and tracking on master spreadsheets
- Ensures performance goals are achieved in compliance with company cash safeguards, policy, and regulation guidelines
- Monitor payment posting work queues for timeliness of all payments/insurance denials to ensure accounts are up to date
- Knowledge of insurance contracts, contractual adjustments, rejections, and denial processing
- Review and process monthly collection report and submit to upper leadership
- Monitored daily bank transactions for accuracy and completeness, addressing any discrepancies swiftly to maintain financial records accuracy
- Reduced unapplied cash balances by diligently investigating root causes and implementing corrective actions as needed
- Conducted internal audits on cash application activities, ensuring adherence to established policies and procedures while identifying opportunities for improvement
- Provides supervision for fourteen employees, including annual performance management
- Provides coaching and mentoring to new hires
- Performs corrective action and recommend potential professional development for employees
Patient Access Director
Adventist Health Medical Center Portland
04.2018 - 07.2020
- Management and Oversight of all daily operations of Patient Access/ Pre-Access (Financial Clearance) teams including Financial Counseling, responsible for the planning and standardization of the core Patient Access/Financial Clearance Center related activities
- Developed standardized operational policies, processes and procedures focused on front end operations
- Redesigned front-end training and processes to focus on denial prevention, increase awareness to insurance changes and customer service
- Ensures efficient department performance to meet/exceed goals, adherence to hospital, corporate and financial policies
- Increased collections 67%
- Collaboratively work with clinic partners to develop streamline approach to high-risk authorization processes, to ensure patient received care/surgery timely
- Redesign pre-service operations model to decrease denials, increase physician and patient satisfactions, and improve patient experience with decreasing number of calls to patient
- Increased preregistration statistics by 50%
- Partner with Radiology to develop and implement a streamline scheduling, registration and authorization process, to improve and meet client and patient expectations
- Served as a liaison between physician offices, community, hospital departments and Patient Access
- Developed and Implemented a Fast track process to improve the patient experience, and decrease waits time for patient check-in for surgical procedures, lab, and radiology events
- Established key performance indicators, monitoring progress and implementing corrective actions when necessary.
- Enhanced staff productivity by implementing efficient scheduling and workload distribution strategies.
- Managed budgetary responsibilities, consistently delivering on financial targets while maintaining high-quality services.
- Developed comprehensive training programs for new hires, fostering a knowledgeable and high-performing team.
- Reduced denied claims by ensuring thorough insurance verification and pre-authorization procedures were followed by staff members.
- Oversaw patient financial counseling services, ensuring patients received timely information about their out-of-pocket expenses and available payment options or assistance programs.
- Improved patient satisfaction by streamlining registration processes and reducing wait times.
- Educated all registration staff personnel regarding updates and changes to job positions.
Patient Access Director
Adventist Health Walla Walla
01.2015 - 01.2017
- Management and Oversight of all daily operations of Patient Access/ Pre-Access (Financial Clearance) teams including Financial Counseling, responsible for the planning and standardization of the core Patient Access/Financial Clearance Center related activities
- Management and Oversite of all Clinic Registration Teams
- Continuously analyzed organizational efficiency, developed strategy to improve productivity and performance
- Monitored daily schedule / employee time management / and performance management
- Implemented Call center, responsible for designing operational strategies, ensuring high customer service standards, recruiting and training staff, assessing call center performance
- Oversight of Human Resource functions with regards to recruiting and selection, hiring and termination, training, professional development, mentoring, counseling, and performance evaluations
- Established key performance indicators, monitoring progress and implementing corrective actions when necessary.
- Enhanced staff productivity by implementing efficient scheduling and workload distribution strategies.
- Managed budgetary responsibilities, consistently delivering on financial targets while maintaining high-quality services.
- Developed comprehensive training programs for new hires, fostering a knowledgeable and high-performing team.
- Reduced denied claims by ensuring thorough insurance verification and pre-authorization procedures were followed by staff members.
- Oversaw patient financial counseling services, ensuring patients received timely information about their out-of-pocket expenses and available payment options or assistance programs.
- Improved patient satisfaction by streamlining registration processes and reducing wait times.
- Educated all registration staff personnel regarding updates and changes to job positions.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
Senior Patient Access Manager
Adventist Health Walla Walla
11.2013 - 01.2015
- Managed daily operations for eleven clinic registration teams
- Increased and maintained a 98% Accuracy rate
- Increased Pre-Registration to 90%
- Decreased Wait Times to under 7%
- Decreased clinic registration denials by 77%
- Served as Cerner Project Lead and Superuser for both Hospital and Clinic –System upgrade implemented EMR and Scheduling Software
- Trained both Hospital and Clinic Registration teams in new system operations, developed streamline workflow processes utilizing best practices
- Oversaw budget planning and management for the Patient Access department, optimizing resources while maintaining quality standards.
- Collaborated with cross-functional teams to address challenges related to patient access operations, fostering an environment of continuous improvement and innovation.
- Reduced wait times for patients with effective resource management and staff allocation strategies.
- Educated all registration staff personnel regarding updates and changes to job positions.
- Championed efforts focused on enhancing patient engagement through personalized interactions during registration, appointment scheduling, and financial counseling sessions.
- Trained and mentored new employees in registration department, answered questions and provided insight on patient services.
- Developed targeted recruitment strategies that attracted top talent in the Patient Access field, contributing to a high-performing team.
- Enhanced staff productivity by providing comprehensive training on patient access procedures and best practices.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Education
No Degree - Certificate of Call Center Training
Call Center Management School
Newport Beach, CA11.2020
Bachelor of Science - Business Management
Western Governors University
Salt Lake City, UT10-2017
Associate of Applied Science - Business Management
Walla Walla Community College
Walla Walla, WA06-2013
High School Diploma -
Cascade High School
Leavenworth, WA06-2003
Skills
- Leadership in Revenue Cycle Operations
- Vendor/Relationship Management
- Cash Application Development
- Call Center Operations, Optimization & Development
- Organizational Change Management Strategies
- Team Building & Leadership
- Excellent critical thinker
- Driven to meet team and organizational metrics
- Excellent customer service skills
- Effective written and verbal communication
- Experience leading multiple teams to meet scheduling and service level metrics
- Knowledge of all major insurances HMO, PPO, Medicare, Medicaid regulations
Timeline
Cash Application US Supervisor
R1 RCM
06.2024 - Current
Cash Application Supervisor
Providence St. Joseph Health
02.2021 - 06.2024
Patient Access Director
Adventist Health Medical Center Portland
04.2018 - 07.2020
Patient Access Director
Adventist Health Walla Walla
01.2015 - 01.2017
Senior Patient Access Manager
Adventist Health Walla Walla
11.2013 - 01.2015
No Degree - Certificate of Call Center Training
Call Center Management School
Bachelor of Science - Business Management
Western Governors University
Associate of Applied Science - Business Management
Walla Walla Community College
High School Diploma -
Cascade High School
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