Tiffany Estabrooks
Shrewsbury
Summary
Experienced with patient access and management in healthcare settings. Utilizes effective communication and leadership skills to enhance team performance and patient satisfaction. Track record of implementing process improvements and resolving conflicts efficiently.
Overview
19
19
years of professional experience
Work History
Patient Access Director
Conifer Health Solutions
01.2018 - Current
- Develop and implement action plans to improve Patient Access performance to meet organizational KPI’s.
- Assist in the successful implementation of new systems to improve registration efficiencies, including EasyID, Cerner, PAS/PBAR and Phreesia across multiple client facilities.
- Manage staffing activities in areas of responsibility, including selection of staff, orientation and training and performance management.
- Grow/Mentor supervisors and ensure staff engagement and commitment to strategy, mission and goals.
- Communicate proactively and positively with direct manager to ensure personal growth in knowledge and skill set.
- Effectively communicate and address issues that may be impeding performance, including technology or processes.
- Work positively with the client to ensure all needs/concerns/requests in relation to Patient Access are being addressed.
- Provide support to the client to drive successful results in reduction of denials, complex case disputes and revenue reclasses.
- Spearhead the improvement of POS collections to meet the goals set forth by the client with consistent improvement year over year.
- Collaborate with department leaders to identify improvement opportunities for the overall patient experience.
- Continuously focus on meeting metrics and proactively identifying areas of opportunity by working collaboratively, professionally and fostering positive relationships with both internal and external peers.
- Understand and be able to speak to all aspects of Patient Access, from technology, processes and regulations.
Patient Access Services Manager
UMass Memorial Healthcare
01.2016 - 01.2018
- Perform a variety of complex duties and supervision of registration and scheduling of patients, registration personnel and activities to ensure the efficient processing of patients and collection of patient liabilities.
- Coordinate the daily activities for Patient Access Services, including but not limited to scheduling staff, maintaining work queues, and performing statistical reporting.
- Oversees and monitors work queues and reports for Patient Access Services.
- Designs, monitors and implements scheduling, registration, referral and verification guidelines, as well as collection of patient liabilities to ensure an accurate and efficient process for Patient Access Services functions.
- Monitor work queues and reports to ensure follow-up when financial clearance is not obtained prior to patient arrival.
- Manage work queues and reports to ensure appropriate productivity and quality standards are achieved.
- Ensures scheduling verification, referral and pre-arrival registration processes are integrated and accurate information flows on a timely basis.
- Sustain the AVAYA (call center server application) service level standards by monitoring and analyzing volume and staffing levels and adjust as required.
- Monitor and evaluates phone performance for quality and training purposes.
- Work closely with ambulatory services senior management, physicians, clinical leaders and other departments to ensure harmonious relationship and atmosphere of teamwork.
- Develop and maintains procedures necessary to meet regulatory requirements.
- Finalize, sign off and submits payroll on a weekly basis as applicable.
- Organizes and maintains clear channels of communication with staff.
- Assists director with recommending and managing budgets. Coordinates the assignment of tasks and activities for the efficient utilization of resources and to ensure financial goals are met.
Office Manager
Charles River Medical Associates
01.2014 - 01.2016
- Oversee the daily operations of a busy Internal Medicine practice with 10 providers.
- Coordinate staff schedules to ensure appropriate staffing for each provider to meet operational needs.
- Manage office inventory; order supplies and do cost comparisons to ensure best pricing.
- Update and/or develop office policies and procedures to guarantee all tasks are completed in a timely manner and to the standards of the company.
- Analyze monthly accounts payable report and review with providers.
- Administer annual performance reviews.
- Work closely with HR regarding interviewing, hiring, performance concerns.
- Provide administrative and clinical coverage support as needed.
- Monitor the quality improvement activities in the office and ensure that insurance measures are being met by all.
- Facilitate team meetings that including quarterly team-building exercises.
- Participate in OSHA safety committee and ensure all policies and procedures are followed regarding employee work safety.
- Develop employee recognition process to promote peer-to-peer recognition.
Practice Coordinator
Affiliated Physician’s Group/Beth Israel Deaconess Healthcare
01.2013 - 01.2014
- Responsible for overall coordination of support staff with emphasis on patient safety and confidentiality.
- Organize and oversee work schedules and assignment of work to meet operational needs.
- Develop and implement procedures to ensure efficient workflow.
- Plan, assign and evaluate work of support staff.
- Perform annual performance reviews for all practice employees.
- Develop administrative procedures and protocols for all staff.
- Implement and oversee office quality assurance systems.
- Provide ad hoc reports and graphing to medical providers.
- Participates in quality improvement activities and work with staff to put systems in place.
- Monitor provider schedules and open and close schedules as needed.
- Communicate weekly with Senior Leadership to provide updates on revenue cycles and practice status.
- Works closely with staff to provide a team approach to problem solving and ensure that administrative systems are efficient.
- Assist in planning, monitoring and managing a fiscal budget including a monthly variance analysis.
Ambulatory Clinic Supervisor
Boston Children’s Hospital at Waltham
01.2007 - 01.2013
- Supervise, train, mentor and develop frontline staff.
- Conduct staff interviews handle HR related issues/concerns.
- Perform annual performance appraisals for administrative staff.
- Ensure high quality customer service by having staff attend training classes.
- Participate in the budget process and ensure supply expense fall within departmental budget constraints.
- Arrange for staff meetings for both clinical and administrative staff.
- Participate in space needs and ensure proper room utilization.
- Track completed appointments and calls to ensure staffing and clinic needs are met.
- Supervise, train, mentor and develop frontline staff.
- Take part in staff interviews and candidate selection.
- Manage and procure administrative inventory.
- Create and manage physician clinic templates.
- Participate in staff evaluations and ensure all the information is completed prior to the meeting.
- Communicate effectively between patients and staff to address and resolve any concerns.
- Interact with other Department Supervisors to communicate information and share resources.
- Developed and maintain Provider and Staff Time off Calendar.
- Monitor clinic call center for efficiency.
- Observe patient flow and work with Clinical Coordinator to offer process updates to increase efficiency.
- Organize and facilitate staff meetings and prepare meeting minutes.
- Coordinate and oversee the system of obtaining pre-authorizations for Network Health insurance.
- Created and implemented a new system of obtaining referrals that has resulted in an 60% decrease in missing referrals.
- Spearheaded the organization of multiple training classes for Waltham employees.
- Designated SuperUser to educate and re-train staff regarding system updates and changes.
- Utilize the Children's Hospital Boston EPIC system to handle scheduling and appointment registration.
- Input charge entry.
Education
Bachelors of Arts, magna cum laude - Psychology
Southern New Hampshire University
Manchester, NHSkills
- Healthcare management
- Staff development
- Revenue cycle management
- Patient satisfaction
Awards
Tenet Healthcare Heroes Award 2019
Timeline
Patient Access Director
Conifer Health Solutions
01.2018 - Current
Patient Access Services Manager
UMass Memorial Healthcare
01.2016 - 01.2018
Office Manager
Charles River Medical Associates
01.2014 - 01.2016
Practice Coordinator
Affiliated Physician’s Group/Beth Israel Deaconess Healthcare
01.2013 - 01.2014
Ambulatory Clinic Supervisor
Boston Children’s Hospital at Waltham
01.2007 - 01.2013
Bachelors of Arts, magna cum laude - Psychology
Southern New Hampshire University
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