Medical Office Assistant (Part time); ID#: 202772774


1207 Broach Ave, Albany, GA 31705

Cell: (615) 972-1390 • Email:





Master Business Administration / Master Healthcare Administration

University of Phoenix, 2005; GPA: 3.86


Bachelor of Science, Organizational Management

Bethel College, McKenzie, TN, 2002; Cum Laude


Certified Healthcare Access Manager (CHAM), 2004


Licensed Alcohol and Drug Addictions Counselor (LADAC) Courses, 1994- 1997

Nashville, TN

Completed 120 core hours; 250 CEU hours





  • Coordinated Denial Management Committee reducing facility denials by 37% in a collaborative effort with other Administrative members.
  • Decreased turnover rate from 68% to 10% in less than 2 years. 
  • Increased Upfront Collections from 78% to an average of 151%.
  • Implemented a Pre-Registration Department increasing percentage from 90% to 98%; exceeding goal of 95%. 
  • Improved accuracy error rate from 79% to a rating of 90% meeting goal.
  • Expedited Patient Registration Process to “Fast Track” registration thus decreasing Patient wait times from an average wait time of 15.35 minutes to an average wait time of 4.33 minutes.
  • Improved Customer Satisfaction in all Registration locations per the Avatar Survey from 91.61% survey rating to 97.77% rating (national data base average was at 95.33%).
  • Knowledge of computer systems: Meditech, Eclipsys, AS400, Microsoft PC Applications (Outlook, Word, Excel).
  • Knowledgeable of Labor Laws, employment interviewing, hiring, termination





11/2013 to 9/2014 – South Georgia Medical Center, Valdosta, GA

A 353 bed general and medical surgical health care system composed of over 2,300 employees, 160 medical staff members composed of 4 hospitals and a nursing home.

Director, Patient Access

Responsible for the daily operations of all functions of Patient Access as assigned.  Integrated the department’s services with the hospital’s primary functions, developed/implemented policies and procedures that guided or supported the organizations’ mission and objectives. Accessed and improved departmental performance to ensure orientation and continued education was provided an on-going for staff members. Responsible for interviewing, hiring and termination of staff members. Recommended resources/space needed by department and participated in the selection of outside services. Served as a key promoter of SGMC, striving to meet and exceed the needs of its customers, stakeholders and those of the community.

  • Exceeded Up Front Collections Goals for first time in history by implementing aggressive Collections training, scripting and monitoring individual collections. Exceeded Goals monthly for collections at SGMC by an overall average of 67% for first 6 months of 2014
  • Created Pre-Service Department in Jan, 2014 to oversee functions for all outlying service areas and other facilities that included Scheduling, Pre-Registration, Benefit Verification, Authorization service pre-payment and financial arrangements
  • Maintained and promoted good customer relations with facility management, physicians and physician office staff
  • Reviewed Patient Access performance to ensure timeliness, accuracy, compliance and standards fulfillment as defined in PAS Policies and Procedures
  • Kept staff members informed of relevant changes and developments in regulatory requirements, company compliance policies and payer requirements
  • Developed specific objectives, budgets, and performance standards for each area of responsibility
  • Performed staff member reviews and prepared performance documents for direct reports
  • Determined staff qualifications and competence. Developed and maintained accurate competency checklists and initiated completion of initial and annual competency attestation forms
  • Served as key contact for system training and conversation with McKesson/Paragon scheduled for April 2015


8/2012 to 8/2013 – Southwestern Medical Center, Capella Healthcare System

Lawton, OK

A 199 general medical and surgical hospital including a Behavioral Health Unit for children, adolescents and adults, two Out-Patient Diagnostic Imaging Centers, an Ambulatory Service Center and a walk-in clinic.

HCA/Parallon; Director, Patient Access 

Oversaw facility operations of Patient Access functions (e.g. Pre-Registration, eligibility verification, Pre-authorization, Admission/Registration, Service Pre-Payment, Scheduling, etc.) to ensure daily operations are maintained according to standard. 

  • Served as the liaison between the Service Center and the facility  
  • Integrated the department’s services with the hospital’s primary functions 
  • Developed/implemented policies and procedures that guide or support service 
  • Accessed and improved department performance, and ensured orientation, continuing education and training of departmental staff 
  • Ensured quality review measurements are in place  
  • Developed specific objectives, budgets, and performance standards for areas of responsibility 
  • Identified and implements process improvements to lower costs and improve services to facility customers 
  • Increased Up Front Collections on year-to-date average from 26.7% in 2011 to 47.3% in 2012. Exceeded Up Front Collection goal for first 4 months of 2013  
  • Decreased Total Unbilled from $1,684,656 year-to-date, 2011 to $596,700 in 2012  
  • Reduced Denials from $1,509,099 in 2011 to $942,194 in 2012  
  • Reduced AR Aging from $16,516,101 in 2011 to $14,926,812 in 2012 
  • Acted as “Train the Trainer” and Super-user in recent facility conversion to Meditech 6.0 


2/2011 to 8/2011 – The Recovery Ranch, Nunnelly, TN.  

Residential Alcohol/Drug and Behavioral Modification Treatment Center located in Hickman County, TN.

Resident Assistant Counselor/Marketing Assistant

  • Facilitated client daily activities in residential environment. Supervised clients in chores, self-care and other living skills as required
  • Observed and monitored client behaviors and intervened based on schedules, individual

Clients, contracts and house needs

  • Maintained client logs and reports for clinical documentation
  • Provided empathetic, supportive approach to all client interactions by acting as sounding board/counselor
  • Coordinated schedules and transportation of clients and supervises clients in and off campus events
  • Supervised self administration of client medication and conducts UA drug screen testing per appropriate procedures 
  • Assisted Marketing Director in event planning, community and professional workshops and other activities for clients and outside speakers/guests
  • Helped plan and coordinate Family Aftercare workshops


HCA – Hospital Corporation of America – 4/06 to 8/10: See next three hospitals

12/08 to 8/10 - HCA – Orange Park Medical Center, Orange Park, FL

 A 252 bed medical and surgical hospital facility located in Clay County, FL.

Director, Patient Access

Served as the primary liaison between the HCA Corporate and local Shared Service Centers and the

Facility and strived to maintain and promote good customer relations with facility management, physicians and physician office staff to meet and exceed the needs of its customers.

  • Oversaw daily operations of all Patient Access functions 
  • Responsible for having detailed knowledge of the financial systems assisting the

Facility in account reconciliations as well as performs PAS accounting functions

  • Assisted the CFO in developing/compiling/analyzing statistical data, identifying trends, formulating conclusions and preparing complete and accurate statistical reports
  • Supervised 7 direct reports, 37 staff and 9 points of entry
  • Proven track record of continuing reduction of the number of unbilled accounts since Feb 200consistently ranking the facility either 1st or 2nd in the Division
  • Held turnover rates in 2009 to 21% on a goal of 30% as new Director
  • Served as a liaison between medical staff and patients to ensure clear communication for financial advice; utilize patient and staff feedback to set patient expectations in relation to patient financial responsibility 
  • Ensured regulatory requirements, company compliance policies, and quality review measurements are in place
  • Assessed and improved departmental performance, and ensure orientation and continuing education of departmental staff including interviewing and hiring of staff
  • Developed specific objectives, budgets, and performance standards for each area of responsibility
  • Worked as a strong team member to collaborate with physicians and other departmental heads to address patient care issues and reduce negative patient satisfaction survey comments


4/06 to 12/08 - HCA - Palmyra Medical Center, Albany, GA                    

A 248 bed medical and surgical hospital facility located in Daugherty County, GA      

Director, Patient Access

Operational duties identical to previous position.

  • Supervised 3 direct reports and 18 staff
  • Appointed by the CEO at Palmyra to be a member of a special committee designated to implement and enforce an improved process change for a more effective and efficient Pre-Admission Testing throughput. Patient wait time decreased from an average of 44 minutes per patient to an average of 18 minutes per patient.


9/06 to 2/07 - HCA – Promoted to Market Patient Access Director.  Facilities included: Palmyra Medical Center, Albany, GA; Doctor’s of Columbus and Hughston Orthopedic Hospital, Columbus, GA.

Two medical and surgical hospitals and one orthopedic surgery hospital totaling 850 beds located in Albany, GA and Columbus, GA. Responsible for overseeing operations of the Patient Access Departments. Position dissolved in 2/07 when facilities in Columbus, GA were sold by HCA. Retained position as the Patient Access Director at Palmyra Medical Center, Albany, GA.

Operational duties identical to previous position

  • Supervised 9 direct reports and 42 staff 
  • Increased Upfront Collections at Doctor’s Hospital by 35% in less than three months as the new Market Patient Access Director 
  • Developed and implemented action plan to improve Quality Assurance percentage rating 


3/05 to 3/06 – Cumberland Heights Alcohol and Drug Treatment Foundation, Nashville, TN

A not for profit 130 bed residential treatment facility including four Out-patient locations in middle TN.  

Utilization Review Case Manager

  • Accessed Client needs for appropriate level of care working closely with physicians and clinical staff to coordinate quality patient care
  • Incorporated Family Systems Counseling to engage family involvement in individual

treatment plans and patient care

  • Worked closely with physicians and Payers to prevent denials 
  • Documenting and reporting clinical data directly to third party Payers 
  • Coordinated Client treatment, aftercare and discharge planning needs through education  

and high-risk prevention measures  

  • Knowledge of privacy practices and obligations and uses and disclosures of all patient health care operations, regulations, standards of practice according to JCAHO, HIPAA, OIG, CMS, and other Federal and State regulations and policies 
  • Responsible for DSM IV Codes, ASAM and AXIS criteria and standardization   


9/03 to 1/05 - Nash Health Care Systems, Rocky Mount, NC         

A 350-Bed Non-Profit Healthcare System comprised of 5 facilities: Main Hospital, a Day Surgery Center, a Long Term Care facility, a Behavioral Health facility and a Long Term Care Rehab facility.

Director, Registration/Discharge  

Managed operational functions and daily activities of patient registration, discharge, insurance verification and eligibility and financial access services.

  • Developed and delivered hands-on training for CMS claims processing and billing
  • Directed 78 staff, including 2 supervisors and 2 coordinators
  • Participated in budget planning, preparation, presentation, and financial management
  • Developed Up Front Collection Improvement Process to increase collections by 157%
  • Responsible for working closely with Administrative team and other ancillary departments to accomplish results
  • Resolved edit error/billing and denial reports; benchmarking impact on billing delays
  • Implemented new process of “Bedside Registration” in Emergency Care by: the use of wireless carts in conjunction with the development, utilization, and incorporation of the new IBEX clinical Triage Tracking System into the ER Patient Registration function
  • Incorporated mandatory retraining sessions on Medicare (MSP) to meet compliance guidelines improving error rating from 25.3% to 11.9%





CHAM, 2004

NAHAM Member, 2003




Volunteer, Comanche Indian Nation, Lawton, OK; 2011 – Current

Facility Representative for Chamber of Commerce, Clay County, FL; 2009-2010

Member of Albany Business Women’s Group, Albany, GA; 2007-2008

Event Ambassador, Nash County Chamber of Commerce, Rocky Mount, NC; 2003-2004

Member, Board Allied Health Advisory Committee, Miller-Mott College; Clarksville, TN;


Chairman, Human Relations Commission; Mayors Advisory Group, Clarksville, TN; 2001-2003

Co-Facilitator, Nursing Peer Assistance Program, Clarksville, TN; 1999-2000



Additional Work Experience

Residential Treatment Aide (part-time); 2005-2006

     Recovery Ranch, Nunnelly, TN

Patient Access Manager – 2001 to 2003

     Jennie Stuart Medical Center, Hopkinsville, KY

Adult/Adolescent Assessment/Outreach Counselor - 1998 -2001

     Cumberland Heights Treatment Center, Nashville, TN

Admissions Coordinator - 1991 to 1995 and Admissions Supervisor – 1995 to 1998

     Cumberland Heights Treatment Center, Nashville, TN

In- House Admissions Supervisor/Medic – 1988 to 1991

     New Life Lodge Treatment Center, Burns, TN


  • ID#: 88195
  • Location: Albany, GA , 31705

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