Tywanda Sanders
Norfolk,VA
Summary
Accomplished Patient Access Team Lead at Sentara Norfolk General Hospital, Excelled in streamlining registration processes and enhancing patient experiences through effective leadership and HIPAA compliance. Skilled in insurance verification and fostering teamwork, my approach reduced wait times and improved staff performance, demonstrating strong leadership and attention to detail.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Patient Access Team Leader
Sentara Norfolk General Hospital
11.2016 - Current
- Streamlined patient registration process by implementing efficient workflows and reducing wait times to average 7 minutes.
- Maintained strict compliance with HIPAA regulations, protecting patient privacy while facilitating access to necessary information for care providers.
- Managed staff schedules effectively, balancing workloads while ensuring proper coverage during peak hours, resulting in better patient experiences.
- Reduced errors in insurance verification by implementing thorough checks on coverage details and eligibility.
- Conducted regular audits of patient accounts to identify errors or inconsistencies, resolving issues before they escalated into larger problems.
- Served as liaison between the Patient Access team and other departments, fostering positive relationships and effective communication.
- Collaborated with clinical staff to ensure accurate scheduling and coordination of patient appointments.
- Developed training materials for new hires, resulting in reduced onboarding time and improved employee performance.
- Responded to inquiries by directing calls to appropriate personnel.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Followed document protocols to safeguard confidentiality of patient records.
- Greeted and assisted patients with check-in procedures.
- Provided excellent customer service to patients and medical staff.
- Verified patient insurance eligibility and entered patient information into system.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Front Desk Assistant Manager
Econo Lodge Hotel
04.2003 - 05.2024
- Answered customer telephone calls promptly and appropriately handled needs.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Facilitated smooth operations during peak times with effective multitasking skills, managing multiple guest interactions simultaneously.
- Streamlined check-in and check-out processes for improved efficiency and customer experience.
- Handled payment and bill processing, change giving and payment collecting for guests.
- Maintained guest confidentiality by adhering to strict privacy policies when handling personal information and payments.
- Managed multi-line phone system, directing calls to appropriate departments while maintaining a friendly demeanor.
- Oversaw fast-paced front desk operations and guests' needs at busy facility.
- Took reservations over phone, in person, and via computer for guests and provided confirmation information.
- Enforced policies and procedures to increase efficiency.
- Developed and maintained positive relationships with guests for satisfaction.
- Used quick response and dynamic service skills to build relationships with patrons and improve customer retention rate.
- Kept accounts in balance and ran daily reports to verify totals.
- Monitored hotel's budget and financial records.
- Monitored staff performance and provided feedback and guidance.
- Implemented marketing and promotional initiatives to increase occupancy.
- Assisted management in maintaining room inventory and coordinating reservations to maximize occupancy rates.
Education
Some College (No Degree) - Bachelor of Nursing
South University
Virginia Beach, VASome College (No Degree) - Medical Assisting
Fortis College
Norfolk, VASkills
- HIPAA Compliance
- Effective Delegation
- Patient Registration
- Strong leadership
- Insurance knowledge
- Customer Service
- Team Leadership
- Insurance Verification
- Teamwork and Collaboration
- Time Management
- Attention to Detail
- Punctual and Hardworking
- Calm and Effective Under Pressure
- Reliability
- Critical Thinking
- Communicating to Patients and Families
Certification
- Certified Healthcare Access Associate (CHAA) - The National Association of Healthcare Access Management (NAHAM).
Timeline
Patient Access Team Leader
Sentara Norfolk General Hospital
11.2016 - Current
Front Desk Assistant Manager
Econo Lodge Hotel
04.2003 - 05.2024
Some College (No Degree) - Bachelor of Nursing
South University
Some College (No Degree) - Medical Assisting
Fortis College
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