Andrea Johnson Email and Phone Number

• Manage a support team of 90+ in multiple outpatient facilities that include supervisors, financial counselors, and front-line registration staff. • Implement, monitor, and revise annual goals, objectives, and performance standards including team metrics. • Team collaboration with internal departments related to patient access to ensure departmental goals and objectives are achieved.• Ensures a comprehensive review of the patients’ demographic and financial information is performed accurately and timely. • Remains abreast of changes to eligibility programs and pertinent legislation, current regulations and/or policy as it relates to patient rights, confidentiality and billing rules.

• Supervised daily operations of patient care services relative to registration, electronic medical records documentation, charting, filing, appointment scheduling, POS collections and HIPAA compliance for three primary care clinics which included management of 14 Clinic Staff Assistants who supported 55 physicians and 6 nurse practitioners. • Planned and initiated process improvements to maintain efficiency, monitored patient service feedback and oversaw the resolution of patient concerns. • Coordinated staff recruitment according to departmental guidelines. • Synchronized CSA staff schedules to assure adequate support of clinic operations. • Monitored, ordered and maintained clinic supplies, inventory and records.

• Supervised processes related to the financial and operation support functions of the Direct Access Area which included financial counseling and registration activities.• Selected, trained, motivated and evaluated employees. Made recommendations for disciplinary action up to and including termination to ensure maximum utilization of individual and group capabilities. • Monitored and tracked staff productivity and quality by auditing financial files, also responsible for time and labor editing to ensure all employee records were accurate and reflected actual time worked. • Maintained knowledge of applicable rules, regulations, policies, laws, and guidelines including Medicaid, Medicare, TX Department of Insurance and the TX Department of Human Services that impacted the patients and Parkland.• Analyzed work flows and processes to implement appropriate changes to improve the efficiency, productivity and effectiveness of the department. Monitored regulatory issues to ensure departmental compliance.

• Served as the departments lead resource, duties included patient registration, financial counseling, precertification, obtaining authorizations and insurance verification • Assisted staff and managed patient concerns in the absence of management, trained new employees on departmental procedures, monitored and completed assigned reports.• Reviewed patients accounts to determine the potential eligibility for county, state and federal funded medical programs such as Charity, Affordable Care Act, Medicaid, and Medicare. • Verified and obtained coverage eligibility using various eligibility inquiry applications, assigned appropriate coverage to accounts, documented actions taken in the hospital accounting system and completed daily productivity reports. • Maintained continuous and positive contact with the patients, government agencies, and third party entities. • Collected accurate demographic and financial information under strict confidentiality in compliance with EMTALA, HIPAA, and all applicable regulations.

• Served as a deprtment team member, duties included patient registration, financial counseling, precertification, obtaining authorizations and insurance verification • Reviewed patients accounts to determine the potential eligibility for county, state and federal funded medical programs such as Charity, Affordable Care Act, Medicaid, and Medicare. • Verified and obtained coverage eligibility using various eligibility inquiry applications, assigned appropriate coverage to accounts, documented actions taken in the hospital accounting system and completed daily productivity reports. • Maintained continuous and positive contact with the patients, government agencies, and third party entities. • Collected accurate demographic and financial information under strict confidentiality in compliance with EMTALA, HIPAA, and all applicable regulations.

• Determined eligibility for Food Stamps, TANF, and Medical Programs. Promoted self-sufficiency in clients through personal coaching and counseling. • Work included interviewing clients, documenting information gathered, verifying case data and explaining benefits and requirements. • Assessed client records to determine if referrals were needed for other social service programs. • Handled client and staff concerns in the absence of management.