TwaNeisha Riley, CHAA
Newport News,VA
Summary
Detail-oriented Patient Access lead with 12 years of extensive medical services background and leading teams of 10 or more employees. Possess the talent for quickly mastering technology and adapting to different situations.
Excellent interpersonal and communication skills. Thrive in deadline-driven environments, excel in team building skills, and am poised and competent.
The big picture focuses on excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder. Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker and consensus builder.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Patient Access, Team Lead
Sentara Healthcare
01.2022 - Current
- Communicated using AIDET model during patient and family hospital encounters.
- Completed full patient registration at date of service, adhered to financial & cash control policies & procedures.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Thoroughly explained Hospital & patient legal forms (i.e., Advance Directives, Medicare Observation Outpatient Notice., Consent for treatment, Important Message from Medicare, EMTALA, etc.)
- Verified and understood insurance benefits, collected patient responsibility based on estimates at time of service or during pre-registration process. Collection attempts made at bedside.
- Communicated with physicians, clinical and hospital staff, nursing teams to resolve outstanding issues and/or patient concerns.
- Instructed team members on protocols and procedures of each station to maximize contributions.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Trained new team members by relaying information on company procedures and safety requirements.
- Coached team members in techniques necessary to complete job tasks.
- Worked different stations to provide optimal coverage and meet production goals.
Medical Practice Manager
City Center Family Practice
02.2017 - Current
- Managed all revenue cycle processes daily.
- Analyzed, interpreted, and reported Accounts Receivable Aging report and Top Carrier/Insurance Analysis report during monthly meetings.
- Performs management functions to include: interviewing, hiring, training, and evaluating staff.
- Assure clinical staff member practice within scope of their respective licensing/certifying boards.
- Supervises staff by coordinating quality and customer service activities. Developed and monitored department; budget, coordinating purchasing and payroll processes.
- Working knowledge of provider credentialing and Re-credentialing applications; monitors applications and follows up as needed.
- Stored copies of current state licenses, DEA certificates, and malpractice coverage which is required for credentialing documents for all providers. Processes applications for appointment and reappointment of privileges.
- Communicated effectively with staff members, physicians and patients, employing active listening and interpersonal skills.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Addressed and remedied all patient or team member issues.
Front Office Supervisor
Riverside Medical Group
01.2015 - 01.2017
- Riverside Orthopedics, Sports Medicine, and Physiatry
- Time of service payments was collected daily by more than 90%.
- Demonstrates Care Difference behaviors daily by anticipating the internal/external customer needs, implementing appropriate actions, initiating service recovery as needed to enhance the customer's experience
- Solved patient concerns regarding bills, insurance, and other issues
- Supervised and registered patients for Imaging Services for multi-specialties throughout the health system
- Supervised and scheduled all diagnostic and testing for the practice
- Trained new and existing staff members to ensure adherence to daily workflow
- Resolved patient concerns and responded to complaints related to care, access, and service
- Participated in monthly physician and staff meetings and assisted with multiple projects, scheduling, and overall needs of the department
- Managed the call center to achieve a successful call rate above 95% daily
- Monitored the call center for quality assurance
- Facilitator for customer service training for Riverside Medical Group
- Conducted interviews for new employee hires.
Office Assistant
Riverside Medical Group
01.2011 - 01.2015
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Scheduled surgeries for multiple surgeons and booked operating rooms.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Entered procedure codes and diagnosis codes into medical billing software.
- Contacted patients regarding unpaid and underpaid accounts to resolve issues.
- Placed new supply orders, managed inventory and restocked clerical spaces.
Administrative Specialist
U.S. ARMY
08.2003 - 12.2009
- Directed collecting, organizing, and applying field intelligence and combat data to enhance troop safety and operational success.
- Handled mail, packages, emails, document transmissions, and other data types with manual and automated tracking strategies.
- I worked for senior leaders to complete project requirements according to schedules and within budgetary limitations.
- We integrated intelligence activities into other military operations, plans, and programs.
- Prepared and delivered investigative reports and briefings.
- I monitored and managed expenses with allotted budgets and reviewed and approved expense reports.
Education
Associate of Business Administration - Business Administration
Virginia Peninsula Community College
Hampton05.2024
Diploma - Medical Office Administration
Everest College
Newport News, VA10.2010
High School Diploma -
Denbigh High School
Newport News, VA06.2003
Skills
- Active Learning, Listening
- Communication
- Critical Thinking
- Technology/Computer
- Time Management
- Troubleshooting
- Team Leadership
- Operational Requirements
Certification
- CERTIFIED HEALTHCARE ACCESS ASSOCIATE , NAHAM - 6/1/2022-6/30/2024
Timeline
Patient Access, Team Lead
Sentara Healthcare
01.2022 - Current
Medical Practice Manager
City Center Family Practice
02.2017 - Current
Front Office Supervisor
Riverside Medical Group
01.2015 - 01.2017
Office Assistant
Riverside Medical Group
01.2011 - 01.2015
Administrative Specialist
U.S. ARMY
08.2003 - 12.2009
Associate of Business Administration - Business Administration
Virginia Peninsula Community College
Diploma - Medical Office Administration
Everest College
High School Diploma -
Denbigh High School
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