I have over 10 years of experience in healthcare management, specifically in patient access services. I have successfully implemented streamlined processes that reduced wait times by 20% and increased patient satisfaction scores. My role involved overseeing a team of 50 staff members, ensuring compliance with insurance regulations, and coordinating with various departments to facilitate smooth patient flow.

I believe in active listening and empathy when handling patient complaints. I ensure that patients feel heard and understood, then work collaboratively with my team to identify the root cause of the issue. I implement corrective actions promptly and follow up to ensure the resolution is satisfactory. My approach has consistently led to improved patient relations and reduced repeat complaints.

I focus on optimizing scheduling systems, leveraging technology for online appointment booking, and enhancing communication between departments. Additionally, I conduct regular training sessions for staff to improve their efficiency and customer service skills. By analyzing data and feedback, I identify bottlenecks and implement targeted improvements, which have resulted in significant reductions in wait times and increased patient satisfaction.

I stay updated with the latest insurance regulations and provide regular training to my team on compliance requirements. I also implement robust auditing processes to monitor billing accuracy and address any discrepancies promptly. By fostering a culture of continuous improvement and accountability, I ensure that our patient access services remain compliant and efficient.

In my previous role, we transitioned to a new electronic health record system, which required extensive training and change management. I organized comprehensive training sessions, provided ongoing support, and communicated the benefits of the new system clearly. By involving team members in the process and addressing their concerns proactively, we successfully implemented the change with minimal disruption and improved operational efficiency.