Cynthia Hammond
Stone Mountain,GA
Summary
Professional healthcare access leader with strong focus on team collaboration and achieving results. Proven ability to streamline patient access processes, enhance patient satisfaction, and ensure compliance with regulatory standards. Known for adaptability, effective communication, and fostering cooperative team environment to meet organizational goals. Skilled in workflow optimization, conflict resolution, and training staff to excel in dynamic healthcare settings.
Overview
32
32
years of professional experience
1
1
Certification
Work History
Patient Access Outpatient Supv
Piedmont Eastside
Snellville, GA
03.2020 - Current
- Oversee day-to-day workflow of Registration and Financial Counseling functions
- Providing leadership and direction to 15 direct reports for Main Admissions, Breast Center, and Rehab Services. Pain Management, Wound/Nutrition, Day Surgery, Loganville Outpatient Diagnostic Center
- Providing leadership and direction to 19 direct reports for Emergency Services
- Providing leadership and direction to 2 Financial Care Agents
- Implemented check-in process for walk-in patients to be added to the DAR
- Assisted in the action plan for Press Ganey Q1 scores 2024
- Developed a new process for patients to be notified before the appointment of the estimated cost
- Increased POS Collections for Outpatient areas
- Developed a new process for Day Surgery patients to sign in for appointments
- Implemented a report to capture collections for registrars' monthly
- Participated in an internship program for McClure High School
- Provided 12 hours of mentorship per month to upcoming High School Students
- Nominated for Promise 360 in 2023
- Assisted in the Augusta Go Live
- Assisted with the relocation of the cardiac Rehab unit and implemented the virtual registration process
Patient Access/Team Lead
Eastside Medical Center (HCA)
Snellville, GA
08.2020 - 03.2021
- Assists the Manager/supervisor in creating staff schedules, ensuring adequate coverage, and assuming on-call responsibilities to ensure adequate staffing and problem-solving
- Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient’s experience expectations
- Promotes and demonstrates excellent customer service
- Maintain QA statistics (including patient wait times, etc.) and report results to the supervisor or manager
- Oversee the daily activities of the registration area to ensure departmental standards are met
- Assists supervisor and/or manager in educating registration staff of any changes pertinent to their roles
- When appropriate, relieve staff members during employee sick/vacation time
- Secure all signatures necessary for treatments, release of medical information, assignment of insurance benefits, and payment of services from legally responsible patients
- Work closely and professionally with nursing and ancillary departments to maintain a teamwork approach
- Excel in all functions performed by patient representatives in all registration areas
Research Associate
The Home Depot
Atlanta, GA
03.2014 - 04.2017
- Training and development support for 500+ associates regarding Salesforce implementation and SAP transitions.
- Selected Contribution: Partnered with Strategy and various Customer Care focus groups to identify and forecast issues, as well as provided solutions to create shareholder value and reduce friction in our process.
Resolution Expeditor
The Home Depot
Atlanta, GA
03.2011 - 03.2014
- Received 1000 + inbound calls from customers as well as Email and social media.
- Negotiated and improved contractual terms with 30+ vendors.
- Assisted in product purchasing and order fulfillment by completing orders, providing pricing information, and determining appropriate shipping methods, routes, and rates.
Patient Access/Team Lead
Rockdale Medical Center
Conyers, GA
07.2007 - 03.2011
- 100% Verification of all insurance and obtained pre-certification/authorization.
- Calculated and collected 90% of patient liable amounts. Ensured that all necessary signatures were obtained for treatments.
Billing Specialist
DeKalb Community Service Board
Decatur, GA
11.2000 - 01.2011
- Secured proper ID numbers of insurance needed for reimbursements.
- Billed Medicaid CMO for services and billed private insurance plans that secured $50,000+ in revenue.
- Billed Medicare and Medicaid for reimbursement and reconciled Medicare remits.
- Researched denial reasons for unpaid claims, increasing revenue for the company.
- Reconciled payments and processed refunds from payers.
Medicaid Eligibility Specialist
DFCS - Gwinnett/DeKalb County
06.2005 - 11.2010
- Completed budgets based on income and resources to determine benefits distributed.
- Completed account management and calculated issuances and payments as required
- Case Management of 1500 applicants benefit monthly.
Patient Access/Team Lead
Columbia Northlake Regional Hospital (HCA)
11.1993 - 12.2004
- Liaise appropriately with the supervisor to communicate the team's obstacles, regulatory challenges, and system deficiencies.
- Pre-registration, Arrival and Registration, and Authorization/Referral/Precertification
- Managed 20 direct reports in the outpatient and emergency room in the supervisor's absence
Benefit Advocate
DeKalb Community Service Board
Decatur, GA
09.1999 - 11.2000
- Assisted MH/MR/SA consumers in applying for public assistance benefits.
- Applied policy, procedure, and guidelines to determine eligibility for state and federal programs
Education
Executive MBA - Healthcare Jack Welch
Strayer University
WASHINGTON DC03.2022
Bachelor's - Business Administration
Strayer University
WASHINGTON DC12.2018
Associates - Business Administration
Strayer University
WASHINGTON DC06.2016
Skills
- EPIC, Cadence, Grand Central, Kronos Meditech, Artiva, OneSource, Stars, Rev Runner, AHIQA OnBase, HPS, Facility Scheduler, MS Office Suite, HPF Applications, QA Tool, Payment Estimator
- Detailed Oriented, Conflict Resolution, Operations & Process Innovation/Implementation, Excellent customer service, Team Building, Relationship Building, Leadership Training & Development, Tactical Execution
Certification
- Certificate Completion Leadership Fundamentals Revenue Cycle April 2024
- HFMA’S Certified Revenue Cycle Representative (CRCR) May 2023
- Certificate Completion for Customer Service Training March 2011
- Certification in Medicaid, Food Stamp Program July 2006
Timeline
Patient Access/Team Lead
Eastside Medical Center (HCA)
08.2020 - 03.2021
Patient Access Outpatient Supv
Piedmont Eastside
03.2020 - Current
Research Associate
The Home Depot
03.2014 - 04.2017
Resolution Expeditor
The Home Depot
03.2011 - 03.2014
Patient Access/Team Lead
Rockdale Medical Center
07.2007 - 03.2011
Medicaid Eligibility Specialist
DFCS - Gwinnett/DeKalb County
06.2005 - 11.2010
Billing Specialist
DeKalb Community Service Board
11.2000 - 01.2011
Benefit Advocate
DeKalb Community Service Board
09.1999 - 11.2000
Patient Access/Team Lead
Columbia Northlake Regional Hospital (HCA)
11.1993 - 12.2004
Executive MBA - Healthcare Jack Welch
Strayer University
Bachelor's - Business Administration
Strayer University
Associates - Business Administration
Strayer University
ACADEMIC HONORS
Dean’s List 2014 – March 2022, The National Society of Collegiate Scholars 2016 – Present