Change Management

While in my current role as Director of Patient Access, I led and executed a system wide reorganization of the Patient Access Department. We separated the governance structure to represent the major services we provide. We had three teams that did all registration, all financial counseling, and all pre-services functions. In the new organization we now have one team for registration, one for financial counseling, and one for pre-services. This allows us to maintain compliance, improve the customer experience, and increase capacity. The change secures $64M per year. It is projected to decrease denials for another $5M. This change required working with all departments to get buy in, support from Senior Leaders, and the board of directors. This new governance supports the financial stability of the entire organization.
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In another project that required managing through change, at Ezkenazi we were awarded the CCBHC pilot for the state for our Sandra Eskenazi Mental Health Center. This required a change in the registration process and prior authorizations. Every patient needed a prior authorization submitted and approved. The state did not inform the participants of this decision till two weeks before go-live. I led the team to stand up a process in less than two weeks. We developed reports, hour trackers, and a request process for the team. This went live without an issue and we are currently optimizing the process with AI.​