access services director resume example with 20+ years of experience

(555) 432-1000,
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Professional Summary

Accomplished and goal-driven Revenue Cycle leader with experience in strategic and tactical business leadership. Expertise includes managing operational process change to achieve maximum results with effective planning, organization and communication skills with a solutions-oriented approach to problem solving.

Skill Highlights
  • Self-motivated
  • Relationship building
  • Change management
  • Operations management
  • Critical thinking
  • Organizational skills
Educational Background
Roosevelt University Schaumburg, IL Expected in Bachelor of Arts : Healthcare Administration - GPA :
Epic Hospital Registration Revenue Cycle Readiness                 

Project Management

  • Appointed subject matter expert for a new EMR (EPIC) implementation for centralized and decentralized Access Services
  • Successful implementation of a new bed tracking system; centralized patient transportation functions and order (inpatient/outpatient) organizer
  • Coordinated operational needs and supported the operational planning, preparation and execution of joint ventures and acquisitions
  • Implemented an outbound call center for outpatient hospital services.


  • Recognized for assessing operational needs and developing solutions to save costs, improve revenues, and drive customer satisfaction
  • Resourceful and well-organized with excellent leadership and team building record
  • Customer-oriented with strong history of leading high-performance teams to meet or exceed objectives
Professional Experience
H&M - Access Services Director
National City, CA, 03/2012 - Current

Accountable for oversight of daily front-end hospital Access Services operations: Emergency Department, Admitting, Financial Counseling, Cashier, Orders Management Team and RN's, Ambulatory Infusion Clinic, Radiation Oncology, Day Surgery, Main OR, Insurance Verification, Pre-Registration, Central Scheduling, Hospital, Health Connection, Medical Group Educators and Medical Group Referral Coordinators.

  • Prepared and managed a budget of $4.2M for 120 FTE's while actively seeking ways to eliminate and/or reduce expenses; consistently came at or below budget
  • Planned and executed a financial clearance team; created standards, protocols and escalation criteria to financially clear/secure hospital services prior to date of service
  • Managed and monitored the Financial assistance policy and procedures; reviewed and approved applications, monitored 501r regulations and executed all changes to maintain compliance
  • Created dashboards and/or goals for Point of Service (POS) collections, charity, Inbound and outbound call center, physician referral patterns
  • Increased Point of Services (POS) collections by 46% in FY17; annual total POS collections of $6M. Increased by 20.3% in FY18; $7.2M
  • Collaborated with HIM, Patient Accounting and Care Coordination to successfully obtained and maintained a denials rate of less than 1%
  • Improved order capture and conversion rates by implementing an outbound call center; 25.5% of outbound calls resulted in a scheduled appointment
  • Selected by Human Resources to be a mentor for the on-boarding of new leaders to the organization
  • Selected to create and execute an enterprise-wide (hospital and Medical Group) customer service program; demonstrating our missions and values through our behaviors. Created a dashboard for Senior Leadership trending feedback from Press Ganey, Patient Relations and Social Media.
Tucson Medical Center - Access Services Manager-Emergency Department
Tucson, AZ, 05/2005 - 03/2012
  • Managed Outpatient Registration, Bed Control, Admitting and Financial Counseling. 
  • Implemented Point of Service (POS) collection in the Emergency Departments; resulted in monthly average collections of $38K per month.
  • Implemented an integrated insurance eligibility software; decreased insurance registration errors by 27% the first month.
  • Authored multiple polices and procedures regarding financial counseling, financial assistance, registration workflow's, emergency preparedness and many more.
  • Mentored and developed multiple members of the management team.
  • Created and implemented quick registration work flows for the Emergency and Obstetric Departments.
  • Created the Code Triage/Mass Casualty procedures and protocols for Access Services.
  • Implemented bedside registration.
Advocate Lutheran General Hospital - Supervisor
City, STATE, 02/1992 - 05/2005
  • Managed the day-to-day operations for the Emergency Department, Admitting and Bed Control Departments
  • Successfully redesigned the Patient Intake lay out in the ED; resulted in increased privacy, improved patient throughput and hand-offs
  • Involved in process redesign and implementation of bed-side registration; resulted in timely registrations, improved patient identification and physician/patient/physician satisfaction
Northwest Community Hospital - Patient Access Services Specialist
City, STATE, 04/1994 - 03/2005
  • Interviewed patients/families during the intake process and obtained demographic and insurance information, secured signatures on universal consent and other required forms
  • Maintained patient registration accuracy rate of 98%
  • Cross trained in E.D., Admitting, Pre-registration, Bed Control, Outpatient and Admitting
  • Delivered an exceptional level of service to each customer by listening to concerns and answering questions

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Resume Overview

School Attended

  • Roosevelt University

Job Titles Held:

  • Access Services Director
  • Access Services Manager-Emergency Department
  • Supervisor
  • Patient Access Services Specialist


  • Bachelor of Arts

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