LYVONIA C. FENNELL
PROFESSIONAL SUMMARY
Experienced healthcare operations and people leader with 19+ years of experience in workforce management, employee development, patient access, and process improvement. Skilled in leading high-performing teams, supporting organizational change, improving workflows, and partnering with HR, Compensation, and Payroll teams on employee-related initiatives. Proven ability to manage performance, coach teams, analyze operational data, and implement solutions that improve efficiency, service quality, and compliance. Knowledgeable in HR operations, employee relations, workforce planning, and healthcare regulatory standards.
Work History
Call Center Manager / Patient Access Operations
4 Years 7 Months- Managed high-volume healthcare call center activities, focusing on optimizing patient access and facilitating effective service coordination.
- Supervise a team of eight staff responsible for eligibility checks, intake workflows, scheduling, and patient support services
- Analyzed SLA accuracy rates, turnaround times, and productivity metrics to support continuous improvement initiatives.
- Utilized analytical insights to identify workflow inefficiencies, facilitating targeted process improvements.
- Facilitated resolution of complex patient-provider and insurance-related issues through effective escalation workflows.
- Develop operational reports and dashboards to support leadership decision-making
- Enforced HIPAA compliance and upheld documentation standards across all operations.
- Facilitated partnerships between clinical administrative and IT teams to optimize patient access and elevate service delivery standards.
- Provide coaching, feedback, and performance management to staff
- Developed and implemented training programs, increasing staff productivity and knowledge retention across teams.
Lead Medical Receptionist / Pre-Registration Specialist
2 Years- Performed insurance verification, eligibility determination, and benefits education
- Managed patient intake, onboarding, registration, and scheduling in EMR systems
- Resolved patient inquiries related to coverage, co-pays, and authorization requirements
- Maintained accuracy of patient records and compliance standards
- Ensured compliance with HIPAA regulations, safeguarding confidential patient information at all times.
- Trained and mentored new reception staff, fostering a collaborative team environment.
Supervisor – Call Center & Patient Access Operations
18 Years 8 Months- Supervised call center and patient access operations in a high-volume healthcare environment
- Managed scheduling, registration, insurance verification, and service workflows
- Provided onboarding, training, and coaching for staff development
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Monitored performance metrics and staffing coverage needs
- Ensured HIPAA compliance and documentation accuracy
Education
Bachelor of Science - Human Resource Management
Certificate - Finance
Skills
Accomplishments
Managed workforce transition initiatives by expanding a four-person scheduling team into a centralized call center model, including hiring and onboarding bilingual employees. Collaborated with Human Resources, Compensation, and Payroll teams on staffing needs, position alignment, compensation processes, and operational improvements. Supported enterprise-wide Epic OCHIN EHR and MyChart implementation through employee training, workflow redesign, and change management.