This document is a resume for William Croughn providing his contact information, qualifications, education, and professional experience. He has over 25 years of experience in healthcare administration and customer service roles. His most recent role is as a Patient & Provider Access Associate at Penn State Hershey Medical Center where he performs patient registration duties and interacts with hospital staff. He has a Associate Degree in Healthcare Management and is certified as a Nursing Assistant.

1. WILLIAM CROUGHN
721 S. 13th Street
Columbia, PA 17512-1910
Telephone: (717) 449-9687
Email: wcroughn@gmail.com
Summary of Qualifications
 Experience and knowledgeable with principles and processes in providing
internal/external customer services, which includes customer needs assessment,
meeting quality standards of services, and evaluation of customer satisfaction.
 Experience and knowledgeable of in-patient, outpatient register services, and
verification of financial and personal information.
 Working knowledge related to patient registration, billing, and validation of insurance
information for all patient types.
 Experience and working knowledge of healthcare accreditation and certification
requirements of federal, state, and local regulatory agencies.
 Working knowledge of Epic Clinical System Software
 Has a sound ability to follow routine verbal or written instructions and willing to ask
question for clarification from others.
 In-depth ability to maintain confidentiality of records and information
 Highly effective communication (written and verbal) skills
Education
Harrisburg Area Community College 2010 - 2012
Lancaster, PA 17602
Associate Degree - Healthcare Management
Midlands Technical College
Richland, SC
Certified Nursing Assistant 1997
Professional Experience
Penn State Hershey Medical Center – Hershey, PA
Patient & Provider Access Associate 2014 –present
• Perform patient pre-admission, admission, transfer, and discharge activities
• Collect and validate patient demographic and insurance information
• Obtain health, financial and religious information from patients at the time of registration/
admission
• Prepare patient identification band and complete admission papers
• Obtain signatures for financial responsibility and treatment procedures from patients or
guardians
• Receive and store patient’s valuables and other belongings as requested
• Contact insurance companies for patient medical billing operations
• Interact with hospital admistrations and staff to perform effective patient operations

2. • Work in compliance with hospital policies and procedures and adhere to government
regulations
• Maintain positive working relationships with patients, physicians, visitors, and hospital staff
BJ’s Wholesale Club – Lancaster, PA
Deli Clerk (Part-time) 2013 –2014
• Greet customers and expresses thanks to customer upon their complete satisfaction
• Slice and weigh deli meats and cheeses
• Maintains and stocks all designated section areas
• Cleans all department equipment occasionally
• Maintains sanitation and cleanliness of all areas
• Set up all required work areas at designated times
Ephrata Community Hospital – Ephrata, PA
Patient Access lead-Hospital 2013 –2013
• Performed all duties required by Patient Access Assoicates
• Assists staff with unusual circumstances, providing direction on daily work flow as need.
• Researches and handles customer complaints in tandem with management
• Provides input for Patient Access Staff meetings
• Ensures HIPPA and EMTALA regulations are being followed
• Assists with work schedules for staff ensuring proper coverage on all shifts, fill-in for staff
shortages which could potentially be any shift, if alternative coverage cannot be found
• Monitored in-house Patient Access areas routinely, as able, on a daily basis ensuring
continuous work flow
• Assisted in coordinating switchboard break coverage as needed
Tyco Electronics, Inc. – Harrisburg, PA
Customer Account Associate 2005 –2010
•Responsibilities included addressing customer phone calls, emails, and faxes related to order
entry, quotes, billing and shipping information.
•Provided professional exceptional support to primary & secondary customer account holders
GlaxoSmithKline - RTP – Durham, NC
Project/Administrative Coordinator 2001 –2005
•Managed short and long-term assigned projects
•Identified milestones and critical pathways for business processes
•Developed and maintain files in an organized, secure, and confidential manner. Independently
complete assignments and special projects as required.
University of South Carolina, School of Medicine – Columbia, SC
Medical Staff Credentials/ Project Coordinator 1999 –2001
•Managed and processed daily patient receipts and billings for a Surgical Specialty Clinic
•Verified medical insurance entitlement and benefits for new and existing clients
•Managed Medical Staff Credential files for two Surgical Specialty Clinics

3. •Maintained comprehensive records and data related to credentials and privileging standards in
accordance with JCAHO, NCQA, Health Maintenance Organizations and other regulatory
agencies.
•Served as Administrative Supervisor in the absence of the Director or Operations Manager
William S. Hall Psychiatric Institute – Columbia, SC
Quality Improvement Program/ Credentials Coordinator 1992 – 1999
•Assisted in preparation of directives, data analysis reports, and presentations of collected data to
provide statistical results that address issues, concerns, and support organizational improvement
initiatives.
•Performed record audits on hospital admissions and treatment plans delivering high quality,
coordinated and patient-centered care documentation by performing audits on hospital
admissions and recommended treatments.
•Coordinate and monitored tracking system to identify barriers to completing treatment plans,
referrals, and other orders recommended by the treatment team.
•Created a survey tool to perform analysis and trending on a semi-annual patient experience
survey by collecting patient feedback.
•Maintained comprehensive records and data related to credentials and privileging standards in
accordance with regulatory agencies
Military Experience
UNITED STATES ARMY
Administrative Supervisor & Drill Sergeant 1978 – 1995
Related Skills and Abilities
Detail oriented, efficient with strong computer skills, and ability to learn new software as
necessary to perform effectively. Capable of working in a structured, non-structured
environment, and possess strong work ethics.