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Sarah McKenna

8274 Gerona Circle


sarah.mckenna@imail.org
Sandy, UT 84093
566-2845

801-

Objective
To utilize my leadership experience in a way that will have a positive impact on the
employees as well as the performance in the business units at the National Contact
Center.

Qualifications

11 years of experience in the healthcare industry, including 9 years with direct


supervision of employees and/or processes
Experience presenting to both small and large audiences
Excellent computer skills, including MS Office applications
History of high employee-engagement scores, as measured by the Gallup
Corporation, with all teams I have managed
Excellent oral and written communication skills allow me to interact effectively
with individuals at all levels
An appreciation for the opportunities and challenges of working in healthcare
and a desire to build on previous experience to further my career

Professional Experience
Intermountain HealthcareRevenue Cycle Organization, Salt Lake City, UT
Regional Patient Access Manager, 2012 to present
Manage pre-registration and insurance verification teams for 9 hospitals in two
urban hospital regions
Represent the Revenue Cycle Organization in face-to-face meetings with
regional and facility administration
Lead meetings among peers and leaders that drive change and standardization
through the corporation
Ensure department compliance with Federal and State regulations; meet with
regulatory bodies including Joint Commission and CMS
Develop and implement action plans to achieve desired outcomes in service
excellence
Manage department budget, and ensure budget is met by reporting variances
and adjusting staffing levels when appropriate
Analyze department operations, work actively to streamline processes
Facilitate collaborative problem solving among interdepartmental disciplines
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Develop and maintain a customer focus, build relationships, develop people,


and motivate teams
Develop annually, meaningful goals for the department/staff as well as personal
goals

Quality Review Manager, 2007 to 2012


Developed and implemented quality standards and the quality review process
for patient access, eligibility, and financial assistance teams throughout
Intermountains 22 hospitals and four call centers.
Directly supervised 16 employees including monitoring of productivity and
performance trends, and conducting yearly evaluations
Prepared monthly QR summary documents for each facility and region
Created billing error reports to be worked and monitored on a daily, weekly, and
monthly basis
Educated patient access managers on process for working reports and potential
negative impacts if reports were not completed timely
Assisted RCO Leadership with other duties as requested
Training Supervisor, 2005 to 2007
Supervised training and education for approximately 250 employees in the
Patient Access departments of the Salt Lake area Intermountain hospitals
Monitored access to HIPAA-restricted computer systems for approximately 600
employees
Represented the Salt Lake Valley Patient Access in corporate-level meetings to
promote effective education and recommend programming changes
Acted as the emergency preparedness lead for the Central Region, including
maintaining supplies, providing yearly education and supervising and
participating in active drills at the facilities
Registrar, 2004 to 2005
Gathered patient demographic and insurance information
Worked with emergency department physicians and other clinical staff to place
patients requiring admission

Intermountain Education Courses


Supervisory Leadership I
Supervisory Leadership II
Crucial Conversations
Project Management
Personal Productivity
Delegating with Purpose
Interviewing and Onboarding
Leading Change
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Education
Salt Lake Community College, Salt Lake City, UT 2003-2006
Salt Lake Community College, Salt Lake City, UT 2014-present

References
Denise Slane
Director, Patient Access, Intermountain Healthcare
4646 Lake Park Blvd., West Valley, UT 84120
801-442-8571 denise.slane@imail.org
Mike Jex
Assistant Vice President, Revenue Cycle Organization, Intermountain Healthcare
4646 Lake Park Blvd., West Valley, UT 84120
801-442-1331 mike.jex@imail.org
Nicole Holker
1380 S Medical Center Dr., St George, UT 84790
435-251-3933

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