Takoja Andre
Miami,Florida
Summary
Motivational leader with over 10 years experience proactively learning market trends with an in-depth knowledge of policies and procedures. Solid history balancing multiple department performances in efforts to increase Key Performance Indicators while contributing positively towards a memorable experience for both customers and team members. Gifted in diversifying training programs and expanding course offerings to handle larger numbers of enrollees. A disciplined leader with advanced conflict resolution skills, good organizational abilities and proactive approach, I look forward to joining a dynamic organization where I can continue to grow and add value.
Overview
14
14
years of professional experience
Work History
PATIENT ACCESS TRAINER
University of Miami School of Medicine
12.2021 - 01.2024
- Designed and developed training materials for new employees in the organization.
- Conducted orientations for new hires, introducing them to company policies and procedures.
- Demonstrated the use of computer systems, software applications, and other technology tools used by new hires.
- Created onboarding materials such as handbooks and manuals for new hires.
- Provided guidance on job-related issues to new hires during their first weeks with the organization.
- Conducted follow-up sessions to ensure that new hires were properly assimilating into the workplace environment.
- Mentored and coached newly hired employees in their roles and responsibilities.
- Organized team building activities to foster collaboration among new hire teams.
- Assessed the performance of each new hire throughout their onboarding process, providing feedback when necessary.
- Gathered feedback from recently hired employees regarding their experience during onboarding.
- Identified areas where additional training may be needed for successful integration into the workplace culture.
- Monitored progress of each individual trainee during the onboarding period to ensure they are meeting expectations.
- Scheduled regular meetings with department managers to discuss best practices related to employee onboarding.
- Analyzed data from previous training programs in order to improve future initiatives.
- Prepared reports summarizing key findings from each stage of the onboarding process.
- Conducted evaluations of training courses to uncover areas in need of improvement.
- Planned and led training programs on staff development to enhance employee knowledge, engagement, satisfaction and performance.
- Provided feedback on employee performance based on observed results during training sessions.
- Organized and facilitated classroom workshops, webinars, and one-on-one coaching sessions.
- Created multimedia presentations using PowerPoint, video conferencing tools, and other software applications.
- Developed assessment tests to evaluate trainees' knowledge of course material.
- Assisted with the development of online learning modules for remote learners.
- Analyzed data from pre-and post-training assessments to measure effectiveness of training programs.
- Collaborated with subject matter experts to ensure accuracy of content being delivered to trainees.
- Facilitated group discussions between participants to promote active engagement in learning activities.
- Documented all training activities including attendance records, feedback forms, surveys.
- Adapted teaching methods according to the needs of individual learners or groups.
- Maintained up-to-date records of trainee progress and provided regular updates to management team.
PATIENT ACCESS SUPERVISOR
University Of Miami Miller School Of Medicine
Miami, Florida
02.2017 - 12.2021
- Cultivated an environment that encouraged collaboration between teams while fostering a positive work culture.
- Participated in brainstorming sessions with management team regarding strategies for increasing Key Performance Indicators
- Cross trained and coached employees to develop technical and customer service skills.
- Handled cash and credit transactions, performed financial record keeping and maintained security of funds.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Communicated effectively with internal stakeholders regarding any changes or updates related to the department's activities.
- Supervising, training, and evaluating on-the-job performance of registration staff
- Collecting outstanding balances with referrals to Financial Counselor when all attempts to collect fail or other financial matters need to be addressed with or by the patients.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Communicated with patients with compassion while keeping medical information private.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Conducted training sessions for new hires and existing staff members on proper registration techniques.
- Assisted with resolving any issues that arose during the registration process.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Recruited and trained new employees to meet job requirements.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Proposed or approved modifications to project plans.
- Provided guidance to team members when needed to help them complete their duties efficiently.
- Served as a liaison between patients and families and hospital personnel regarding financial obligations.
- Addressed customer complaints promptly and professionally.
- Prepared monthly summary reports highlighting key metrics within the department.
- Participated in weekly meetings with upper management discussing strategies for improving patient satisfaction scores.
- Applied HIPAA privacy and security regulations while handling patient information.
- Analyzed data from various sources in order to identify trends or patterns in patient access services.
- Collaborated with other departments such as billing, coding, and clinical staff to ensure smooth operations throughout the facility.
- Identified opportunities for streamlining processes within the department while maintaining quality standards.
- Checked stock to determine inventory level and placed orders for needed supplies.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Maintained communication and transparency with governing boards, department heads and medical staff.
- Maintained accurate records of employee performance, attendance, leave requests, and disciplinary actions.
- Tracked progress on projects and provided timely feedback to staff members.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction.
- Conducted weekly meetings with team members to discuss upcoming tasks and project deadlines.
- Recruited, hired, trained, mentored, coached, evaluated, and terminated staff as necessary.
- Ensured compliance with workplace safety regulations by providing training sessions for all staff members.
- Analyzed financial data related to departmental budgeting activities on a regular basis.
- Collaborated with other departments to coordinate workflow processes between teams.
- Participated in conferences related to industry trends or organizational developments.
- Conducted performance reviews for subordinate staff members.
- Provided feedback, coaching and development opportunities to team members as needed.
- Collaborated with other departments to ensure all customer requests were handled properly and efficiently.
- Maintained detailed records of employee performance and productivity metrics.
- Created weekly work schedules according to business needs while adhering to budgetary constraints.
SENIOR PATIENT ACCESS REP (TEAM LEAD)
UNIVERSITY OF Miami Miller School of Medicine
Miami, Florida
06.2016 - 02.2017
- Obtained necessary signatures for privacy laws and consent for treatment.
- Applied knowledge of payer requirements and utilized on-line eligibility systems to verify patient coverage and policy limitations.
- Processed patient responsibility estimate determined by insurance at pre-registration.
- Kept patient appointments on schedule by notifying providers of patients' arrival and reviewing service delivery compared to schedule.
- Collaborated with clinical and administrative staff to meet patient needs.
- Cultivated positive relationships with patients to help facility meet satisfaction scores and patients obtain best possible care.
- Identified opportunities for process improvements, implementing changes when required.
- Coordinated resources across multiple teams to achieve project goals within budget constraints.
- Provided support to junior staff during peak periods of workloads.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Greeted patients and visitors in a professional manner, providing information and assistance as needed.
- Adhered to HIPAA guidelines when handling confidential information related to patient care records or financial data.
- Identified opportunities for improvement in workflows related to patient access activities such as registration process improvements or streamlining of procedures in order to improve customer service satisfaction scores.
- Coached junior staff members on how best utilize available resources when resolving problems encountered during the registration process.
- Verified demographics and insurance information to register patients in computer system.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Verified patients' insurance and payment methods during admissions or check-in processes.
PATIENT ACCESS REPRESENTATIVE
University Of Miami Miller School Of Medicine
Miami, Florida
08.2015 - 06.2016
- Greeted patients and visitors in a courteous and professional manner.
- Provided assistance to internal departments when needed.
- Actively participated in team meetings and training sessions.
- Collaborated with other departments to ensure quality customer service was delivered.
- Applied HIPAA privacy and security regulations while handling patient information.
- Organized and maintained records by updating and obtaining both personal and financial information from patients.
- Obtained necessary signatures for privacy laws and consent for treatment.
- Assembled registration paperwork and placed identification bands on patient.
- Reported liabilities and risk management concerns to supervisor for review.
RECEPTIONIST
University Of Miami Miller School Of Medicine
Miami, Florida
11.2014 - 08.2015
- Greeted patients/ visitors upon entering the hospital in a friendly and welcoming atmosphere.
- Verified visitors' identification cards before allowing access to the building.
- Maintained a neat reception area by organizing materials and tidying up furniture.
- Assisted in maintaining office supplies inventory by checking stock to determine inventory level; anticipating needed supplies; placing orders for supplies; verifying receipt of supplies.
- Assisted with special projects assigned by management when required.
- Served visitors by greeting, welcoming and directing to appropriate personnel.
- Screened and verified visitors for identification credentials and purpose of visit to maintain security of personnel and office environment.
- Performed data entry tasks into various computer systems accurately and promptly.
- Provided administrative support to staff members including typing letters, filing documents, and scanning and copying documents when necessary.
- Updated daily log book with information about visitors entering the premises.
HEALTH INFORMATION MANAGEMENT TECHNICIAN
University Of Miami Miller School Of Medicine
Miami, Florida
02.2010 - 11.2014
- Ensured accuracy of all clinical documentation fields electronically
- Performed necessary correction and report misfiled documents to HII Supervisor
- Processed and maintained an avg
- Of 700 scanned documents and 700 indexed pages or more daily
- Responsible for the preparation, analysis, scanning, and indexing of patient documentation into EMC Documentation Management System (EPIC)
- Reviewed clinical records for completeness including authorization, signatures, etc
- Utilized Medical Records Tracking system and databases to accurately document chart/film location
- Performed additional general office duties such as assisting staff with their specific work as needed and transporting charts/ films to appropriate clinic area.
Education
Health Information Technology -
Miami Dade College
03.2024
High School Diploma -
Lindsey Hopkins Technical College
Miami, FLSkills
- Management Skills
- Record Keeping
- Quality Assurance
- Communication
- Program Development
- Organization
- Data Analysis
- Conflict Resolution
- Consumer Services
- Microsoft Office Suite
- Leadership
- HIPPA Training
- Developing Training Materials
- Staff Training
- Employee Onboarding
- Employee Presentations
- Online Training Experience
- Employee Orientations
- Group And Individual Instruction
- Small Group Instruction
- Staff Development Plans
- Training Program Design
- Employee Orientation
- New Employee Training
- New Hire On-Boarding
- New Employee Mentoring
- Job Skills Development
- Staff Presentations
- Training Material Assessment
- Online Instruction
- Remote Learning
Timeline
PATIENT ACCESS TRAINER
University of Miami School of Medicine
12.2021 - 01.2024
PATIENT ACCESS SUPERVISOR
University Of Miami Miller School Of Medicine
02.2017 - 12.2021
SENIOR PATIENT ACCESS REP (TEAM LEAD)
UNIVERSITY OF Miami Miller School of Medicine
06.2016 - 02.2017
PATIENT ACCESS REPRESENTATIVE
University Of Miami Miller School Of Medicine
08.2015 - 06.2016
RECEPTIONIST
University Of Miami Miller School Of Medicine
11.2014 - 08.2015
HEALTH INFORMATION MANAGEMENT TECHNICIAN
University Of Miami Miller School Of Medicine
02.2010 - 11.2014
Health Information Technology -
Miami Dade College
High School Diploma -
Lindsey Hopkins Technical College
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