Summary
Overview
Work History
Education
Skills
Systems Of Proficiency
Timeline
Generic

Dona Wiggins

Baltimore

Summary

Dynamic healthcare professional with extensive experience at Johns Hopkins Health System, excelling in leadership and quality assurance. Proven track record in enhancing patient care and implementing electronic health records systems. Skilled in conflict resolution and employee training, fostering a collaborative environment to achieve operational excellence.

Overview

14
14
years of professional experience

Work History

Adult Emergency Room Supervisor

Johns Hopkins Health System
Baltimore
08.2024 - Current
  • Collaborated with risk management personnel on strategies for reducing liability exposure associated with emergency care.
  • Communicated with patients with compassion while keeping medical information private.
  • Responded promptly to any complaints from patients or their families regarding ER services.
  • Ensured that proper documentation was completed for each patient visit according to established standards.
  • Explained policies, procedures and services to patients.
  • Reviewed patient records for accuracy and completeness prior to filing in medical record system.
  • Served as a liaison between administration and medical staff when necessary.
  • Performed periodic audits of medical charts ensuring compliance with regulatory agencies such as The Joint Commission.
  • Provided oversight of quality assurance activities within the Emergency Department.
  • Directed, supervised and evaluated medical, clerical or maintenance personnel.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Implemented new technologies into the Emergency Department such as electronic health records systems or computerized physician order entry systems.
  • Maintained communication between hospital departments, physicians and staff members to coordinate optimal patient care services.
  • Assisted with recruiting efforts by interviewing prospective candidates for open positions within the department.
  • Participated in budgeting processes related to staffing, supplies, equipment and capital needs for the Emergency Department.
  • Recruited, hired and trained new medical and facility staff.
  • Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
  • Updated procedures necessary for compounding, mixing, packaging, and labeling medications.
  • Maintained awareness of government regulations, health insurance changes and financing options.
  • Developed and implemented policies and procedures to ensure efficient patient care in the emergency room.
  • Monitored inpatient bed use, facilities and staff to provide optimal use of resources.
  • Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.
  • Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
  • Monitored staffing levels to ensure appropriate coverage at all times.
  • Assisted with customer requests and answered questions to improve satisfaction.

Patient Administrative Services – Part-time

University of Maryland Hospital
Baltimore
04.2023 - Current
  • Adult ED and Trauma patient registration
  • Complete patient registration for the Adult and PED’s emergency departments, TRAUMA, and main admitting
  • Collect patient information, insurance cards and co-payments
  • Update EPIC
  • Help patients navigate hospital systems and processes
  • Identified needs of customers promptly and efficiently.
  • Prioritized and organized tasks to efficiently accomplish service goals.
  • Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
  • Worked effectively in team environments to make the workplace more productive.
  • Completed day-to-day duties accurately and efficiently.
  • Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
  • Worked with cross-functional teams to achieve goals.
  • Assisted with customer requests and answered questions to improve satisfaction.
  • Managed time effectively to ensure tasks were completed on schedule and deadlines were met.

Program Coordinator

Johns Hopkins Health Systems
Baltimore
11.2023 - 04.2024
  • Responsible for the overall administrative functions for the SOARING TEAM and support for Nursing Practice and Professional Development
  • Building class schedules and processing attendance management
  • Event planning
  • Scheduling nursing students shared time and clinical rotations
  • Requesting ARMS and JHEDS
  • Ordering supplies
  • Managing multiple schedules and calendars
  • Resources staff for colleges, educators, clinical technicians and nursing students
  • Served as a liaison between external organizations and partners involved in delivering programming services.
  • Ensured timely completion of project deliverables within budget constraints.
  • Explained program offerings and requirements to participants and answered related questions.
  • Maintained audio-visual equipment in top condition to produce quality media for broadcast.
  • Developed and implemented program activities according to established goals and objectives.
  • Maintained up-to-date records related to program activities.
  • Monitored program budgets, expenditures, and resource utilization while making recommendations as needed.
  • Developed brochures, newsletters, and flyers on program initiatives.
  • Participated in the development of new programs or modifications to existing programs.
  • Led team meetings to communicate updates, gather feedback, and align on goals.
  • Checked programs and schedules for accuracy and issued releases to local media outlets.

Clinical Customer Service Coordinator

Johns Hopkins Hospital
Baltimore
04.2021 - 11.2023
  • By serving as a central point of contact and communication for patients, families, visitors and members of the healthcare team in patient care units, enhances Hopkins’ customer service
  • Addresses a broad spectrum of needs, and/or concerns in a professional, friendly, and efficient manner
  • Performs a variety of customer service and unit-operations activities to assist medical, nursing, and administrative staff to meet unit, department, and institutional needs
  • Uses information/computer systems and programs
  • Manage CCSR nurse station support staff

Crisis Response Counselor – Part-time

TurnAround Inc.
Baltimore
04.2021 - 09.2022
  • Manage Crisis hotline, screen calls from DV, SA and victims
  • Providing support, safety, resources, transportation, shelter and food
  • Providing counseling and crisis intervention
  • Screening the callers, creating client profiles in the Apricot system, completing lethality assessments
  • Safety planning with victims, Baltimore city and County Police, local and out of state organization

Center Manager II

Planned Parenthood of Maryland
Baltimore
03.2020 - 01.2021
  • Responsible for overall Center environment
  • Provide supervision and coordination to center staff and volunteers
  • Interview and evaluate performance of center staff
  • Interview and recommend new hires
  • Delegate responsibilities among Center staff
  • Sign off on all personnel-related actions in Center, including timesheets and PTO request
  • Responsible for new hire training, and center staff on-going training
  • Evaluate patient and staff schedules for effective Center operations
  • Recommend staffing ratio, hours of operation, and needs for increase and or decrease of services
  • Develop and implement yearly work plans that include Clinical Services and Center-specific goals and objectives
  • Establish performance measure baselines and goals
  • Lead health center efforts to achieve established goals for productivity
  • Work closely with the Patient Coordinator and MA III ensuring that proper inventory level of supplies are maintained for adequate patient flow
  • Responsible for following the administrative process for inventory and purchase requests for equipment and supplies
  • Work to create a positive work environment and an overall successful patient experience
  • Prepare required reports and ensure reports are done accurately and in a timely manner
  • Perform Quality and Security Audits as directed
  • Participate in Clinical Services and other routine Management/Company meetings
  • Prepare budget and audit materials are requested

Center Office Manager

Baltimore Medical System, Inc
Baltimore
01.2015 - 02.2020
  • Manage patient access orientation of new staff, review of policy and procedures, safety and risk management, appointment scheduling, customer service, patient insurance verification, patient portal, referrals, and pharmacy questions, verify daily batch drop, audit weekly payment drops
  • Supervise five service reps, two referral coordinators, one health benefits advisory and one administrative assistant
  • Create and roll provider schedules
  • Assist with monthly budget updates, P& L, tracking and reporting for center
  • Assess budget items for the upcoming year
  • Ensure the clinic is in compliance with Joint Commission regulations
  • Work closely with community partners (WIC)
  • Coordinate the patient care between Medical and Behavioral Health
  • Run and evaluate weekly patient panels
  • Conduct employment screening and interviews participate in the hiring process, re -education and focus feedback with employees, and follow /corrective disciplinary/actions
  • Follow-up and report on SRM's, A part of the Patient Access, Pharmacy, Quality Service and Access Committee's
  • Provide management support to center MA's in the absence of Clinical Manager

Patient Access Associate Manager

Health Care for the Homeless, Inc
Baltimore
01.2013 - 12.2015
  • Supervise six client access associates
  • Coordinate the client's services between the Behavioral Health, Pediatrics, and Medical teams as necessary
  • Collect data for grant preparation
  • Assist and prep for site visits from funders
  • Serve as a PCMH task force member
  • Retain all Lead Behavioral Health Unit Clerk duties

Lead Behavioral Health Unit Clerk

Health Care for the Homeless
Baltimore
05.2012 - 12.2012
  • Supervised behavioral health unit clerks
  • Worked as a member of the revenue cycle team which was tasked with revamping the billing processes throughout the different team in the organization
  • Reconciled VO authorization denials and assisted the psychiatrists with obtaining prior authorizations for medication requested
  • Assisted with Mental Health, Addictions, and Medical teams' audits
  • Facilitated community Health Outreach Harm and Risk Reduction groups in the community
  • Work with Parole and Probation and VOP, monitoring client's participation, appointments and urinalysis
  • Performed all Behavioral Health Unit Clerk duties

Behavioral Health Unit Clerk

Health Care for the Homeless
Baltimore
05.2011 - 04.2012
  • Completed client discharge from SMART and UPS systems as well as monthly download requirements by BSAS
  • Conducted daily authorization audits for Addictions and Mental Health clients
  • Scheduled and rescheduled client appointments as well as mailed missed appointment letters
  • Registered clients, processed encounter forms, and provided general support and assistance to the Behavioral Health Teams (Addictions, Mental Health & Psychiatry)
  • Scanned documents into and entered patient information into EMR
  • Requested medical records and back billing for services rendered
  • Utilized the EVS system to verify clients' insurance and completed PAC applications as necessary
  • Requested authorization, troubleshot issues, and process authorization with the VO system
  • Requested and processed authorizations from MCO's

Education

Bachelor of Science - Health Care Administration

University of Phoenix
Online
06-2025

Skills

  • Employee Evaluation
  • Human Resources
  • Multi-line Phone Systems
  • Data Collection
  • Environmental Services
  • Conflict Management
  • Medical Billing
  • Leadership
  • Management
  • Office Management/Medical Office
  • Program Management
  • Insurance Verification
  • Payroll
  • Crisis Counseling
  • Financial Report Writing
  • Budgeting, Profit & Loss
  • Research
  • Accounts Receivable
  • Interviewing
  • Microsoft Outlook
  • Medical Records
  • Microsoft Office
  • Quality Assurance
  • Customer service
  • ED and Trauma patient registration
  • Patient management
  • Electronic health records
  • Regulatory compliance
  • Quality assurance
  • Project management
  • Financial analysis
  • Team collaboration
  • Employee training
  • Staff motivation
  • Presentation skills
  • Applicant screening and hiring
  • Teamwork
  • Task assignment
  • Staff training and development
  • Staff scheduling
  • Reliability
  • Performance metrics tracking
  • Budget administration
  • Adaptability and flexibility
  • Customer relations
  • Time management abilities
  • Analytical thinking
  • Quality assurance and control
  • Staff training
  • Problem-solving abilities
  • Professionalism
  • Workload management
  • Conflict resolution
  • Invoice processing
  • Complaint investigation
  • Performance assessment
  • Payroll administration
  • Administrative skills
  • Contract negotiation
  • Decision-making
  • Written communication
  • Organizational skills
  • Performance improvements
  • Policy enforcement
  • Microsoft office

Systems Of Proficiency

  • EPIC
  • Centricity PM
  • EMR
  • Raiser's Edge
  • UPS
  • SMART
  • EVS System
  • ADP
  • Microsoft Suite
  • IDX Application
  • Beacon Health
  • Azara
  • I2i
  • Krono’s
  • Apricot

Timeline

Adult Emergency Room Supervisor

Johns Hopkins Health System
08.2024 - Current

Program Coordinator

Johns Hopkins Health Systems
11.2023 - 04.2024

Patient Administrative Services – Part-time

University of Maryland Hospital
04.2023 - Current

Clinical Customer Service Coordinator

Johns Hopkins Hospital
04.2021 - 11.2023

Crisis Response Counselor – Part-time

TurnAround Inc.
04.2021 - 09.2022

Center Manager II

Planned Parenthood of Maryland
03.2020 - 01.2021

Center Office Manager

Baltimore Medical System, Inc
01.2015 - 02.2020

Patient Access Associate Manager

Health Care for the Homeless, Inc
01.2013 - 12.2015

Lead Behavioral Health Unit Clerk

Health Care for the Homeless
05.2012 - 12.2012

Behavioral Health Unit Clerk

Health Care for the Homeless
05.2011 - 04.2012

Bachelor of Science - Health Care Administration

University of Phoenix

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Dona Wiggins