![TaNesha Farley](https://jobicy.com/react/themes/app/images/avatar.jpg) TaNesha Farley # Customer Success Manager Actively looking · Member since 6 Sep 2024 [Message](https://jobicy.com/dashboard-page.md) ShareLocationUnited StatesDesired salaryfrom 32 USD/hourlyWork preferenceFull TimeExperience levelNot set * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am an experienced Customer Success Manager with a strong background in patient access management and healthcare operations. Over the years, I have developed expertise in customer engagement, stakeholder management, and retention strategies that drive patient satisfaction and operational efficiency. I excel at cross-functional collaboration, strategic planning, and process improvement, ensuring that teams meet and exceed quality metrics consistently. In my current role as Patient Access Manager at Emerus in San Antonio, TX, I lead initiatives that improve registration accuracy and data integrity, while fostering strong relationships between patients, care teams, and payers. I am passionate about leveraging data analytics to identify trends and implement tactical changes that enhance transparency and performance. Previously, I have supervised patient access teams at Christus Santa Rosa and Complete Care, where I focused on training, onboarding, and performance management to boost team productivity and patient satisfaction. My experience also includes authorization coordination, where I have successfully reduced denials and improved approval rates through effective communication and negotiation. I am proficient in a wide range of technical tools including EPIC, GoRev, Confluence, Microsoft Office Suite, and Power BI, which support my ability to manage complex healthcare workflows and data-driven projects. I am committed to continuous learning and mentoring colleagues to uphold high standards of service delivery. Throughout my career, I have demonstrated strong organizational leadership and conflict resolution skills, enabling me to navigate complex healthcare environments and deliver results that benefit both patients and providers. I am eager to bring my expertise and dedication to a dynamic team focused on improving healthcare experiences and outcomes. ## Skills 14 capabilities[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Customer Service](https://jobicy.com/talent/customer-service.md)[Customer Success](https://jobicy.com/talent/customer-success.md)[Data Analysis](https://jobicy.com/talent/data-analysis.md)[Google Suite](https://jobicy.com/talent/google-suite.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Process Optimization](https://jobicy.com/talent/process-optimization.md)[Project Management](https://jobicy.com/talent/project-management.md)[Slack](https://jobicy.com/talent/slack.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Strategic Planning](https://jobicy.com/talent/strategic-planning.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md) ## Experience Career history ### Patient Access Manager · Emerus 05/2025 – PresentCraft and consistently fine-tune quality metrics governing registration precision and overall data soundness; roll out targeted correction initiatives that elevated accuracy by 12%, safeguarding the integrity of transactions reliant on downstream systems. Act as the key conduit linking patients, care teams, revenue cycle, and payers, strengthening cross-functional ties and boosting patient satisfaction by 14% through active listening and resolution-focused dialogue. Exploits aggregate patient flow data to spotlight recurrent patterns, benchmark cross-functional throughput, and frame tactical shifts, culminating in data-rich dashboards that raise transparency and shared ownership in access-related key performance indicators. Facilitate comprehensive training modules for new hires and ongoing staff enrichment, securing uniform compliance with operational guidelines, thereby equipping colleagues to deliver reliable service and uphold standard operating procedures (SOPs). ### Patient Access Supervisor · Christus Santa Rosa 04/2024 – 04/2025Leads the transformation of patient access for a team of 30 members through a data-driven performance management approach, resulting in a notable improvement in patient registration accuracy. Manages patient access onboarding, improving new patient registration efficiency through comprehensive training programs. Analyzed reimbursement trends and identified gaps in patient access processes, contributing valuable insights to continuous improvement efforts and collaborating with cross-functional teams to implement solutions. Establishes transparent performance feedback mechanisms, leading to a continuous increase in employee satisfaction and enhancing overall team productivity. Provided consultative support and technical expertise to healthcare provider offices, navigating complex benefit programs and ensuring proper submission of required documentation to minimize claim denials. Implemented strategies that increased patient satisfaction and strengthened relationships with the patient community, resulting in a rise in patient retention and positive feedback scores. ### Patient Access Supervisor · Complete Care 05/2022 – 04/2024Supervised a team of 20 patient access representatives, improving team performance by 28% through targeted training and development initiatives. Enhanced patient experience by optimizing registration and admission processes, leading to an increase in patient satisfaction scores. Implemented process improvements that reduced patient wait times by 32% and increased overall efficiency by 20%. Utilized data analytics to monitor key performance indicators (KPIs), resulting in an improvement in registration accuracy and a reduction in billing errors. Worked with clinical, billing, and IT departments to ensure seamless patient access and services, contributing to an increase in operational efficiency. ### Authorization Coordinator · Baptist Health System 02/2020 – PresentCultivate a deep understanding of insurance policies, guidelines, and medical necessity criteria, resulting in a 21% decrease in authorization-related denials and efficient advocacy for patients and healthcare providers. Anticipate and untangle intricate authorization variances, securing a 93% resolution rate to curtail wait times for vital therapies and guarantee rapid delivery of essential care. Work in tandem—transparent, culturally fluent, and patient-first—with providers, payers, and families to compile and transmit complete clinical and administrative records, raising documentation precision by 15% and aligning submissions with the latest authorization criteria to shield against claim denials. Leverage concise, persuasive communication and principled negotiation to elevate approval success rates, champion patients through maze-like benefit plans, and link them to the most suitable financial assistance and reimbursement pathways. Mentor and onboard new colleagues in authorization protocols, shortening ramp-up times and reinforcing team performance while embodying the collaborative spirit that drives Baptist’s mission. ### Medical Records Clerk · Memphis Jewish Home and Rehab 04/2017 – 01/2020Demonstrated proficiency in using electronic health record (EHR) systems and customer relationship management (CRM) software to track patient interactions, manage inquiries, and ensure seamless customer experiences. Organized and indexed medical records with meticulous attention to detail, improving accessibility and streamlining retrieval processes by 29%, contributing to enhanced operational efficiency and customer service. Spearheaded training initiatives for new staff on medical records management protocols and customer service best practices, fostering a cohesive team environment and ensuring consistent service delivery. Analyzed customer feedback and operational data to identify opportunities for enhancing service delivery and implementing strategic improvements that positively impacted customer satisfaction metrics. Collaborated cross-functionally with clinical staff and administrative teams to streamline patient intake processes, resulting in improved patient experiences and reduced wait times. ### Lead Financial Counselor · Methodist Le Bonheur Healthcare 11/2013 – 04/2019Orchestrated a team of financial counselors to ensure seamless patient financial experiences, achieving a 96% satisfaction rate through proactive communication and resolution of patient inquiries. Led comprehensive training sessions and provided continuous mentorship for new financial counselors, resulting in improved team performance and knowledge. Fostered strong partnerships with patients, healthcare providers, and insurance firms, championing patient interests and ensuring timely scheduling, resulting in a 23% increase in patient satisfaction ratings. Leveraged analytics tools to analyze patient financial data, identify trends, and develop personalized financial counseling strategies that improved patient satisfaction and retention rates. Resolved complex billing inquiries and disputes, resulting in a 22% improvement in patient financial outcomes and alleviating financial burdens for patients. ### Surgery Scheduler · Desoto Ear, Nose and Throat 08/2016 – 10/2017Leveraged organizational skills and attention to detail to effectively schedule surgical procedures, ensuring seamless coordination between patients, medical staff, and operating rooms. Interpreted complex medical records and clinical documentation, ensuring accurate information for authorization submissions and optimizing patient care processes. Initiated and managed surgical equipment and supplies with a proactive approach, resulting in a 27% reduction in equipment shortages and enhanced preparedness for surgical procedures. Collaborated closely with the billing department to enhance the accuracy of insurance verification and pre-authorization processes, leading to a 14% increase in timely reimbursement. ## Education Learning history ### Union University March 2017 – May 2021Associate of Science in Professional Studies & Organizational Leadership This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.