Shanika Hicks
Indianapolis
Summary
Results-driven Patient Access Manager with expertise in patient scheduling, customer service, and process improvement. Proven ability to enhance patient satisfaction and optimize operational efficiency.
Overview
24
24
years of professional experience
Work History
Patient Access Manager
Community Health Network
Indianapolis
05.2022 - Current
- Managed patient flow to optimize service efficiency during peak times.
- Coordinated communication between departments regarding patient access needs.
- Monitored employee performance and provided feedback for improvement.
- Collaborated with stakeholders in developing strategies designed to improve patient satisfaction scores related to access services.
- Served as a liaison between clinical teams and administrative teams within the organization.
- Participated in meetings with vendors and partners concerning product development initiatives that would enhance the user experience.
- Reviewed financial reports for accuracy and identified areas where cost savings could be achieved.
- Identified opportunities to increase operational efficiencies through process changes or technological solutions.
- Assisted in the management of staffing schedules to meet fluctuating demands.
- Coordinated with other departments to ensure proper communication between providers and patients throughout their care journey.
- Managed customer service issues related to patient access and scheduling problems.
Practice Supervisor
Community Health Network
Indianapolis
11.2018 - 05.2022
- Supervised daily operations of health practice team and ensured efficient workflow.
- Collaborated with healthcare staff to develop patient care plans and improve services.
- Managed scheduling and coordinated appointments for patients and healthcare providers.
- Trained new staff on protocols, procedures, and best practices in patient care.
- Facilitated communication between patients, providers, and administrative staff effectively.
- Resolved patient inquiries and concerns to enhance overall satisfaction with services.
- Reviewed employee timesheets for accuracy prior to submitting them for payroll processing.
- Supervised and coordinated the daily activities of a medical practice staff, including scheduling, assigning tasks, and providing guidance.
- Performed administrative duties such as filing documents or creating spreadsheets when needed.
- Ordered supplies needed and kept tabs on inventory levels.
- Communicated with patients with compassion while keeping medical information private.
- Checked entire office and waiting areas regularly to provide clean and organized surroundings.
- Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
- Recruited, hired and trained new medical and facility staff.
Patient Advocate
Community Health Network
Indianapolis
06.2002 - 11.2018
- Facilitated communication between patients and healthcare providers.
- Educated patients about their rights and available services.
- Advocated for patient needs in multidisciplinary team meetings.
- Resolved patient complaints and concerns effectively and empathetically.
- Provided knowledgeable and compassionate service in response to patient questions and concerns.
- Facilitated communication between providers, patients, and family members.
- Collaborated with hospital staff members to ensure quality care was provided at all times.
- Provided emotional support to patients and their families during difficult times.
- Advised on available resources such as financial assistance programs or home care options.
- Advocated for patients' rights when dealing with third party payers or other healthcare entities.
- Assisted with the completion of insurance paperwork for patient coverage.
- Attended meetings with physicians and other healthcare professionals to discuss cases.
- Helped patients understand care, coverage, and payment responsibilities and rights.
- Documented patient activities, problems with coverage, and hospital actions.
- Acted as liaison for hospital staff, physicians, patients and family members.
- Assisted patients in selecting appropriate courses of actions and obtaining needed support.
- Collaborated with multidisciplinary teams to coordinate care for complex cases.
- Verified demographics and insurance information to register patients in computer system.
- Registered patients by completing face-to-face interviews to obtain demographic, insurance, and medical information.
- Obtained necessary signatures for privacy laws and consent for treatment.
Education
Liberal Arts And Sciences
University of Indianapolis
Indianapolis, IN12-2021
Associate of Science - Human Services
Ivy Tech Community College of Indiana
Indianapolis, IN01-2016
Associate of Science - Medical Reimbursement Technologist
Indiana Business College
Indianapolis, IN06-2011
Skills
- Patient registration and scheduling
- Insurance verification and admissions
- Epic systems expertise
- Customer service and relations
- Process improvement strategies
- Conflict resolution techniques
- Employee training and onboarding
- Program development participation
- HIPAA compliance knowledge
- Effective communication skills
- Financial analysis proficiency
- Team collaboration and teamwork
- Patient safety practices
- Critical thinking abilities
- Multidisciplinary collaboration
Timeline
Patient Access Manager
Community Health Network
05.2022 - Current
Practice Supervisor
Community Health Network
11.2018 - 05.2022
Patient Advocate
Community Health Network
06.2002 - 11.2018
Liberal Arts And Sciences
University of Indianapolis
Associate of Science - Human Services
Ivy Tech Community College of Indiana
Associate of Science - Medical Reimbursement Technologist
Indiana Business College