1. Dear HiringDirector,
I am Deborah Western and I have over 20 years in management experience. Most of my experience comes from
Grady Health System in Atlanta Georgia. I have also worked at DeKalb Medical in Decatur Georgia. I can
proactively drivecontinuous improvement in overall daily outcomes and operations of the Patient Access
department. I utilizeresources effectively to ensure safe and efficientprocessingof patients through the Patient
Access flow. I ensure that supervisory responsibilities arecarried outin accordancewith guidelines,policies and
procedures. My day consisted of interviewing, hiring,and trainingemployees; planning,assigningand delegating
work, doingperformance appraisals,rewardingand discipliningemployees, and addressingcomplaints and
resolvingproblems.
I can perform this job and carry out each essential duty. I have many years of experience in management. My
judgement is very good when it comes to getting things done. It helps me decide how to scaleprocesses and what
the end resultshould look like.
I can Identify data required to supportperformance improvements and analyzefor trending and building
improvement measures.
Metrics were generally standard to Patient Access and my performance data came from multiplesources.
I developed the ability to identify performance gaps and effectively lead change to address those gaps.
This led to constanttrainingon insuranceverification and coordination of benefits ,claimedit errors
and real time QA.
I have taken on all levels of projects/initiatives and analyzed each for impactin order to implement changes
without degradation to performance and with minimal direction needed for the staff.
Startingwith the EPIC go livein 2010.
For building Projectmanagement skills,
I got my Yellow belt and Green Belt training 2 years ago
I became Blue Belt duringthat time to facilitateand sponsor projects. For larger projects,I had the help of a
Master Black Belt. So, for the Green Belt project for POS collections I was the facilitator until I could assign a Team
Leader and subject matter experts. I then became the sponsor to approve and sign off on each milestone. The
Yellow Belt project was huge. That was the Call Center Implementation and it was comprised of several teams
across theHealth System. I facilitated on my team. The ED Throughput and POS Discharge was another Green Belt
project. A hot topic projectwas the STAT PACK name changes that I handled using PDCA. The ongoing training
and observation did not disruptpatientflow. I used SWOT Analysis for Identity theft vs Registering the wrong
person. To set up dashboards and other performance monitoring tools I used IT and the reporting team for
reports I did not create.
I was good facilitating and sponsoring projects becauseI could build team chemistry and unity (something usually
not factored into project timelines). Other teams had authority conflicts,a hard timegetting stakeholders
together, getting feedback on assigned task and keeping timelines on track.
Personally,I madecertain that I was trained or exposed to each area of revenue cycle.
I was frequently in PFS to make certain the front end was not the causeof issues for the back end. I
met weekly with the BillingDirector. Met bimonthly with the Denials committee, worked weekly with Customer
Service and Patient Experience to answer patient concerns,met with the HIM Director monthly to discuss
duplicateregistration numbers and shared that with staff
I mentored and managed staff to produce some very high performers. I was Rounding, havingOne on One weekly
meetings, observingof staff, and keeping current on my skills. By observing I could delegate work to drive the
highest level of efficiency justby usingmy strongest members of my team to reduce the AR, to reduce the DNBs,
and to curb denials all withoutcreatingovertime.
My trainingand experience has taught me to problem-see, not just problem solve.

2. People say Learning to ask “why?” often is a key factor in unleashingcritical thinkingskillsamongfront-linestaff.
EDUCATION / EXPERIENCE
 Bachelor’s Degree -Tennessee State University
 More than 20 years of Management in a Revenue Cycle
 Extensive knowledge of Patient Access
 CPAR and ACPAR
 And the ability to travel as needed