Matthew Payne Email & Phone Number

Orlando, Florida, United States

- Work collaboratively with administrative, nursing, and physician leadership to ensure service excellence and access to care. - Monitor access center performance through measure of key operational metrics such as: referral conversion, abandonment rates, call volumes, appointment availability, physician and patient appointment cancellations, and other performance measures. - Identify process improvement and technology enhancement opportunities. - Provide admin, nursing, and physician leadership with standard reports that help monitor and maintain the highest level of performance and consistency in all patient access areas. - Resolve issues related to outpatient access, when appropriate develop action plans in collaboration with appropriate leaders. - Directly supervise and coach access center supervisors to ensure adequate staffing levels are maintained, identifying opportunities for high and low performers. - Participate in the evaluation of provider templates to maximize efficient utilization of time and resources through regular review of provider templates and utilization. - Conduct rounds and communicate routinely with providers and support staff to ascertain satisfaction with services and to identify opportunities for improvement. - Act as an intermediary, when necessary, between patients, families, referring community, departments, and staff. - Develop and sponsor associate growth. - Other duties as assigned.

- Directly supervise clerical staff, ensuring completion of mandatory education and delegating daily responsibilities. - Handle counseling and coaching of clerical staff, escalate and monitor performance improvement plans if necessary. - Maintain clerical staff schedules and approve/deny PTO, assist in conducting interviews and hiring patient service staff. - Conduct annual performance evaluations and establish goals.- Uphold regulatory requirements in accordance with HIPPA, JCAHO, and OSHA standards.- Maintained above average patient experience scores via NRC health surveys (>90% "would recommend").- Met with staff members monthly to monitor key performance indicators and provide feedback; motivate and educate to encourage confidence and independence in decision-making.- Performed audits of clerical staff to ensure productivity and quality of work.- Assist in improving areas of lost revenue and led operational changes for clerical staff in implementing these changes. Played an integral role in developing and implementing new systems for providing developmental screenings, handling capitation, and resolving coordination of benefits, leading to the office reaching and surpassing goals and stretch goals in many areas for 2023.

Wilmington, Delaware, United States

- Check-in, check-out, register, and schedule patients in a large multi-specialty group (20+ specialties) within a hospital.- Earned recognition in company newsletter multiple times for outstanding performance in patient financial responsibility collections. - Leverage interpersonal and technical skills to provide best possible patient experience to patients. - Assist in providing training to patient service staff for a team of 10+ and demonstrate best-practices within the PSR role. - Handle inbound and outbound telephone calls in a high-volume contact center.- Maintained registration accuracy of >98% each month.- Implemented improvements to registration and check-in processes and shared ideas with team during weekly huddles.

Bachelor Of Science - Bs, Clinical Nutrition/Nutritionist

Graduated: 2019

Master Of Business Administration - Mba, Health Care Administration/Management

In progress