ALMA MATER
Cabrini University, M.S. Organizational Leadership
Strayer University, B.S. Business Management
Paige is a Director with nearly ten years of experience leading patient access operations for over 30 years, with extensive experience supporting system/solution design and implementations, including Epic, Experian, Cerner, and SCI Solutions. Paige has a strong executive presence with the ability to effectively communicate with all levels of the organization.
Paige’s professional focus has been patient access operations. She is adept at building effective teams, engaging team members, and leveraging individual strengths to maximize operational improvement. Paige has excelled in various healthcare settings both as an internal leader of a multi-hospital system and as an external consultant achieving measurable improvements in patient access operations. The following demonstrate Paige’s comprehensive experience:
- Partnered with the VP of Patient Access at a 14-hospital system on Epic implementation, integration, and standardization of Epic workflows across the system, and establishing accountability and key performance metrics.
- Served as the Interim Director, Call Center Operations for a large academic medical group. Oversaw the customer service/patient experience for the health systems Patient Access Center. Implemented a staffing model to support performance metrics and successfully fill over 45 open positions.
- Led a project at a national health system that delivered the Epic Revenue Cycle Implementation roadmap for optimizing the existing implementations and the development of the “gold standard” Revenue Cycle model for future implementations.
- Served as Patient Access System Director with leadership responsibility for all pre-arrival services across the 7 hospitals and direct reporting responsibility for over 200 Patient Access staff.
- Successfully managed the transition from outsourced services to a hospital-based Pre-Arrival call center for 6 hospitals, including patient scheduling, pre-registration, insurance verification/authorization and financial clearance.
- Drove significantly improved results for hospital pre-service KPIs, such as call abandon rates reduced to >2% and average speed to answer decreased to >20 seconds.
- Reduced Patient Access-related eligibility denials by 35% and increased POS collections by more than 35% from the prior year.
Paige holds an M.S. in Organizational Leadership from Cabrini University and a B.S. in Business Management from Strayer University.