Brandy Hayden
Louisville
Summary
Strategic healthcare operations professional adept in patient access, scheduling, and compliance management. Directs large teams and develops standard operating procedures that enhance patient experience and operational efficiency. Demonstrated success in leveraging EMR systems and performance metrics to optimize workflows across diverse healthcare settings.
Overview
19
19
years of professional experience
Work History
Director of Patient Relations
Associates in Pediatric Therapy
Louisville
01.2015 - Current
- Directed patient access and operational functions across 48 facilities in four states.
- Managed 46 direct reports to align operational needs with service delivery for over 450 healthcare providers.
- Oversaw scheduling operations, enhancing provider utilization and improving service delivery.
- Reported scheduling KPIs and collaborated with Yellowfin BI for automated tracking reports.
- Developed standard operating procedures for front desk staff and patient coordinators, ensuring consistency and efficiency in patient interactions.
- Led onboarding training and staff development across six office locations.
- Served as organizational expert for EMR systems and compliance workflows.
- Implemented ACQ standards for single sign-on authentication and TEFCA certification initiatives.
HR & Marketing Director
JMH Painting & Remodeling
Louisville
11.2014 - 01.2020
- Managed digital marketing campaigns across platforms to increase brand visibility and engagement.
- Collaborated with sales teams to align marketing initiatives with business goals.
- Coordinated events and trade shows to promote services effectively.
- Updated web pages and social media profiles with engaging and current content.
- Coordinated meetings and communications for employees and contractors to enhance collaboration and engagement.
- Supported workforce planning, recruiting, and administrative operations.
- Maintained financial and operational reporting systems to ensure accuracy and compliance.
- Managed payroll, business tax documentation, accounts payable, and financial recordkeeping.
Designated Trainer
Talecris Plasma Resources
10.2007 - 01.2015
- Developed training program for newly hired phlebotomists, enhancing onboarding experience over three years.
- Coordinated staff scheduling and daily workflow for team of 12, ensuring smooth operations.
- Performed phlebotomy procedures and supported care for approximately 144 patients weekly.
- Created operational reports to assess team productivity and track performance against goals.
- Maintained accurate patient documentation within the DMS electronic medical record system.
- Earned Employee of the Month recognition in January 2010.
Education
Bachelor of Business Administration -
Indiana Wesleyan University
01-2021
High School Diploma -
Riverview High School
01-2007
Skills
- Patient Access Operations
- Patient Registration
- Scheduling & Capacity Management
- EMR Optimization
- Healthcare Compliance
- HIPAA Compliance
- Insurance Verification
- Prior Authorizations
- Revenue Cycle Management
- Revenue Cycle Support
- Medical Billing
- Operations management
- ICD-10 Documentation Review
- Medical Records Management
- Managed care plans
- Kentucky Medicaid
- Workflow Optimization
- Standard operating procedures
- Operational reporting systems
- Scheduling operations
- Patient Engagement
- Patient Experience
- Performance Improvement
- Performance evaluations
- Team Leadership
- Staff development
- Budget Management
- Multi-Site Operations
- Operations management
- Strategic Planning
- Stakeholder Collaboration
- Microsoft Office Suite
- Google Workspace
- Customer relationship management
- Patient Engagement
- Performance evaluations
- Operations management
- Stakeholder Collaboration
Timeline
Director of Patient Relations
Associates in Pediatric Therapy
01.2015 - Current
HR & Marketing Director
JMH Painting & Remodeling
11.2014 - 01.2020
Designated Trainer
Talecris Plasma Resources
10.2007 - 01.2015
Bachelor of Business Administration -
Indiana Wesleyan University
High School Diploma -
Riverview High School
Technical And Industry Expertise
- Electronic Medical Records (EMR)
- Revenue Cycle Management
- Prior Authorizations
- Insurance Verification
- Medical Billing
- ICD-9 & ICD-10 Coding
- CPT Coding
- HIPAA Compliance
- Financial Auditing
- Medical Records Management
- Payroll Administration
- Recruiting & Workforce Development
- Managed Care & Commercial Insurance Plans
- Kentucky Medicaid Managed Care Organizations
- Microsoft Office Suite
- Google Workspace
- QuickBooks