SUE RHODES
Wilmington,IL
Summary
Results-driven Operations Specialist with 20 years of experience in high-volume environments, focusing on Healthcare Access, Mortgage Lending, and Real Estate. Skilled in managing complex scheduling and client intake processes while ensuring regulatory compliance and optimizing workflows. Committed to enhancing operational efficiency and supporting organizational goals through effective team training and customer service.
Overview
21
21
years of professional experience
Work History
Access Management Agent (AMA III)
ATI Physical Therapy
10.2025 - Current
- Queue & Data Audit Management: Generated and audited daily high-priority reports on unscheduled patient admissions, identifying and correcting records with missing insurance details or provider credentials to prevent billing delays.
- Real-time Agent Support & QA: Led as floor resource for agents, addressing real-time inquiries on insurance eligibility, physician lookups, and patient account intake.
- Compliance & Risk Mitigation: Ensured adherence to HIPAA regulations and internal security policies for all patient data updates and access requests.
- Managed approximately 50-100+ incoming and outbound calls and emails per day from patients/providers
Access Management Agent (AMA II)
ATI Physical Therapy
07.2024 - 10.2025
- Mastered essential functions of AMA I/II, demonstrating full-cycle proficiency in patient intake and scheduling workflows.Advanced to AMA II, trained and onboarded new Access Management Agents, fostering rapid proficiency in patient access and scheduling systems.
- Operational Support: Consistently collaborate with AMA III personnel on critical operational tasks, including managing the Anspi report, completing case deactivation, reviewing/ resolving special cases in review status, missing insurance/referring provider information cases. Assist clinic with waitlist and PT schedules.
Access Management Agent (AMA I)
ATI Physical Therapy
05.2023 - 07.2024
- High-Volume Patient Access: Handled thousands of patient requests by efficiently managing scheduling, cancellation, and rescheduling transactions to enhance patient access experience.
- Data Integrity: Created and documented new patient accounts, capturing demographic, referral, and insurance information accurately to support seamless service delivery.
- Communication Flow: Coordinated patient access with clinic staff and third parties through continuous professional communication via RMT and Outlook.
- Managed approximately 50-100+ incoming and outbound calls and emails per day from patients/providers
Operations Assistant / Closing Specialist/ Underwriter
GUARANTEED RATE
07.2020 - 11.2022
- Full-Cycle Loan Orchestration: Expertly managed high-volume loan files from RESPA trigger through underwriting and processing to final closing, providing exemplary customer service throughout the entire process.
- Closing Management: Successfully orchestrated the closing process, coordinating all actions and communication between the lender, borrower, and title company.
- Workflow Efficiency: Orchestrated the file-to-closing process, efficiently managing title searches, insurance updates, and obtaining timely mortgage payoff letters to accelerate closing timelines.
- Ensured strict ECOA and FHA compliance through detailed review of contracts, titles, property taxes, assets, credit, and income.
- Ordered, obtained, and followed up on all necessary items from third parties (e.g., VOE, appraisals, title work) to consistently meet strict contract deadlines.
- Third-Party Coordination: Responsible for ordering, obtaining, and following up on all necessary items from third parties (e.g., VOE, appraisals, title work) to consistently meet strict contract deadlines.
- Orchestrated closing process by coordinating communication and actions among lender, borrower, and title company to facilitate timely closings.
Office Manager
PRO REAL ESTATE
08.2005 - 07.2020
- Directed and optimized daily office workflows, enhancing staff productivity and office efficiency over a 15-year period.
- Managed financial operations, optimizing accounts payable/receivable and ensuring accurate processing of escrow deposits and payroll taxes.
- Trained new real estate hires and assisted agents with transactional and administrative support, creating a smooth and compliant operational environment.
Skills
- Audit process management
- Manage high call volume
- Training new agents
- MS Office proficiency
- Proficient in InSync
- Patient intake management
- Patient intake
- Skilled in managing Ring/Zoom phone operations
- Efficiency improvement
- Ring/Zoom management
- Patient referral coordination
- Familiarity with healthcare software
Timeline
Access Management Agent (AMA III)
ATI Physical Therapy
10.2025 - Current
Access Management Agent (AMA II)
ATI Physical Therapy
07.2024 - 10.2025
Access Management Agent (AMA I)
ATI Physical Therapy
05.2023 - 07.2024
Operations Assistant / Closing Specialist/ Underwriter
GUARANTEED RATE
07.2020 - 11.2022
Office Manager
PRO REAL ESTATE
08.2005 - 07.2020