Cassandra Olson
Great Mills,MD
Summary
Tech-savvy professional in remote healthcare support, dedicated to empowering others through clear and transparent guidance on navigating EPIC and phone systems. Strong grasp of technology combined with a deep curiosity for understanding the underlying reasons behind processes, with a focus on optimizing systems to better serve individuals. People-first problem solver, committed to enhancing each interaction and fostering a more connected world. Passionate about making technology work for people, ensuring support is both effective and compassionate.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Patient Access III Lead/ Epic Superuser
Johns Hopkins Community Physicians
Maryland
08.2020 - Current
- Leads by example alongside Specialists and collaborates effectively with other Leads.
- Utilizes SharePoint proficiently daily.
- Assists Specialists with daily needs, including expertise in scheduling and IT inquiries.
- Collaborates with Specialists to demonstrate excellent After Call Work (ACW) and maintain a quality rating of 90-100%.
- Provides off-site training for providers and front desk staff on Decision Tree scheduling and Book It.
- I delivered numerous presentations on Decision Trees at all sites within JHCP.
- Conducts training sessions for Specialists on updates regarding new protocols.
- Holds weekly professional meetings to develop plans for better serving both staff and Specialists.
- Works with others to foster a positive work environment for all employees.
- Trains and mentor’s new agents.
- Develop presentations for Specialists to convey essential information required for daily tasks effectively.
- Create job aids for Specialists to utilize daily.
- Provide training on the AVAYA Agent desktop phone system.
- Train, direct, and supervise new employees.
- Manage projects related to providing templates for TCOE (Training Center of Excellence).
- Demonstrate excellent organizational skills and proficiency in problem-solving.
- Conduct hybrid training sessions for Specialists covering insurance and other valuable information.
- Monitor agents' adherence to procedures and provide support as needed.
- Assist agents through TEAMS by addressing any questions and researching sources to provide accurate information.
- Always maintain a clean and professional working environment.
Patient Access II / Mentor
Johns Hopkins Community Physicians
Maryland
08.2020 - Current
- Receives patient phone calls in a welcoming and professional manner.
- Responds promptly to emails from Johns Hopkins personnel and off-site individuals.
- Maintains providers' schedules to meet their needs.
- Provides patients with information related to appointments and procedures.
- Directs patients to the appropriate departments.
- Performs various word processing tasks upon request using Microsoft Word, Excel, Outlook, and PowerPoint.
- Demonstrates excellent interpersonal skills.
- Interacts positively and effectively with providers, patients, and the public.
- Always maintain professionalism and confidentiality.
- Operates standard office equipment, including copiers, fax machines, and multi-line telephone systems.
- Trains new hires in registration procedures and the AVAYA phone system.
- Provides information regarding scheduling protocols.
- Always maintain a clean working space.
- Developed training programs to enhance staff competencies and improve patient interaction skills.
- Evaluated staff performance, providing constructive feedback to guide professional development.
- Supported the onboarding of new staff by providing orientation and resources for success in roles.
- Continually assessed own mentoring performance, seeking feedback from peers and mentees to ensure ongoing personal and professional growth.
- Maintained strict confidentiality in all situations unless abuse, neglect, or threats were identified.
- Developed trust-based relationships with mentees through active listening and empathetic communication.
- Regularly assessed progress and provided feedback to support continued development.
- Conducted regular one-on-one coaching sessions to address individual development needs, improving overall performance.
- Organized networking events, connecting mentees with potential employers and expanding their professional network.
- Used standardized assessments to evaluate abilities, interests and characteristics of different students.
Patient Access Specialist II
Altru Health System Pediatrics/ER
Grand Forks, ND
01.2014 - 01.2020
- Received phone calls from patients respectfully and professionally.
- Responded promptly to emails from Altru personnel and off-site individuals.
- Managed providers’ schedules to accommodate their needs.
- Provided patients with information regarding appointments and procedures.
- Directed patients to the appropriate departments.
- Performed various word processing tasks as requested, using Microsoft Word, Excel, Outlook, and PowerPoint.
- Demonstrated excellent interpersonal skills.
- Interacted positively and effectively with providers, patients, and the public.
- Maintained professionalism and confidentiality.
- Exhibited strong organizational skills and problem-solving abilities.
- Operated standard office equipment, including copiers, fax machines, and multi-line telephone systems.
- Initiated and followed up on work orders for repairs and updates on departmental computers.
- Accepted patient payments.
- Documented patient accounts with relevant information.
- Reconciled cash drawer and transactions daily.
- Corrected insurance details on patients' charts while ensuring that financial responsibilities were accurately assigned to the correct participating names.
- Contacted insurance companies to verify eligibility and updated patients' charts accordingly.
- Worked with North Dakota Medicaid providers to confirm patients' eligibility for procedures.
- Assisted ER patients on weekends by triaging overflow needs.
- Facilitated patient registration and appointment scheduling to optimize workflow efficiency.
- Managed insurance verification and eligibility checks to ensure accurate billing processes.
- Coordinated communication between patients, families, and healthcare teams for improved care delivery.
- Trained new staff on patient access protocols and systems to enhance team performance.
- Implemented process improvements that streamlined patient check-in procedures, reducing wait times.
- Led initiatives to enhance patient satisfaction through effective service delivery strategies.
- Monitored compliance with healthcare regulations regarding patient information confidentiality and data security.
- Maintained patient confidentiality by adhering to HIPAA guidelines and hospital policies.
- Provided exceptional customer service, addressing patient concerns promptly and professionally.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Handled sensitive situations involving distressed patients with empathy maintaining professionalism throughout interactions.
- Collaborated with clinical staff to ensure seamless coordination of care for patients.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Participated in ongoing training programs to stay current with industry trends and best practices in patient access services.
- Verified insurance coverage and obtained necessary authorizations to ensure timely billing and reimbursement.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Streamlined front-desk operations for improved patient flow and reduced wait times.
- Contributed to a positive work environment through effective teamwork and communication with colleagues.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Supported the implementation of new processes or technologies for improved workflow efficiency in the department.
- Assisted in revenue cycle management by timely collecting co-payments, deductibles, and other financial responsibilities from patients.
- Trained new staff on filing, phone etiquette and other office duties.
Certified Nursing Assistant
Valley Eldercare Nursing
Grand Forks, ND
01.2003 - 01.2010
- Assisted residents in fulfilling scheduled needs as specified in their care plans.
- Helped with medication administration.
- I wanted to let you know that I maintained professionalism and confidentiality in all interactions.
- Operated in a detail-oriented environment, ensuring a high degree of accuracy.
- Adhered to safety guidelines and promoted safe practices.
- Supported the needs of 300+ residents under long-term care.
Education
High School Diploma -
Community High School- HSD
Grand Forks, ND05.2006
Some College (No Degree) -
Northland Technical College
East Grand Forks, MNGraduate Certificate -
Johns Hopkins Leadership Academy
Baltimore, MD01.2023
Bachelor of Information Technology -
Rio Salado College
Arizona01.2026
Skills
- Teamwork and collaboration
- Customer service
- Problem-solving
- Time management
- Attention to detail
- Flexible and adaptable
- Dependable and responsible
- Multitasking Abilities
- Excellent communication
- Critical thinking
- Computer skills
- Organizational skills
- Calm under pressure
- Active listening
- Decision-making
- Problem resolution
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised a team of 68 staff members.
- Resolved product issue through consumer testing.
- Collaborated with the teams in the development of Decision Tree training.
Certification
- Licensed Certified Nursing Assistant/ Certified Medical Assistant
Languages
English
Native or Bilingual
Work Preference
Job Search Status
Networking onlySalary Range
$80000/yr - $200000/yrTimeline
Patient Access III Lead/ Epic Superuser
Johns Hopkins Community Physicians
08.2020 - Current
Patient Access II / Mentor
Johns Hopkins Community Physicians
08.2020 - Current
Patient Access Specialist II
Altru Health System Pediatrics/ER
01.2014 - 01.2020
Certified Nursing Assistant
Valley Eldercare Nursing
01.2003 - 01.2010
High School Diploma -
Community High School- HSD
Some College (No Degree) -
Northland Technical College
Graduate Certificate -
Johns Hopkins Leadership Academy
Bachelor of Information Technology -
Rio Salado College