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Ashley Zapatero

@ashleyzapatero

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Passionate healthcare operations leader with expertise in patient access management.

United States

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What I'm looking for

I am looking for a role that fosters innovation, teamwork, and continuous improvement in healthcare operations.

I am a passionate and detail-oriented professional with extensive experience in patient access management, operations management, and healthcare administration. My career has been dedicated to coordinating contact center management, overseeing patient financial assistance, and ensuring high standards of customer service. I thrive in fast-paced environments and have a proven track record of monitoring KPIs and addressing underperforming areas.

Currently, I serve as the Director of Enterprise Patient Access at Bergen New Bridge Medical Center, where I lead a diverse team and drive process improvements across multiple departments. My role involves regular communication with senior leadership, ensuring that key performance indicators align with organizational goals, and fostering partnerships to enhance healthcare access. I am committed to empowering my team to challenge the status quo and develop innovative solutions for patient care.

Throughout my career, I have successfully managed large teams and implemented strategic initiatives that improve operational efficiency and patient outcomes. I am excited about the opportunity to continue making a positive impact in healthcare by leveraging my skills in project management, strategic planning, and stakeholder engagement.

Experience

Work history, roles, and key accomplishments

Current

Director of Enterprise Patient Access

Current

Bergen New Bridge Medical Center

Aug 2024 - Present (11 months)

Expanded accountability for Process Improvement throughout the organization and oversight of two Contact Center locations, the organization’s Transfer and Bed Management team, a post-service scheduling team, the Patient Financial Assistance team and the Registration team. Leading a diverse team of leaders and individuals, being sure to engage and maintain engaged leaders who are driven to exceed b

Process Improvement Bed Management Scheduling Admissions

Enterprise Access Manager

Bergen New Bridge Medical Center

Nov 2022 - Present (2 years 8 months)

Accountable for significant Process Improvement during the rebranding phase of the organization, overseeing a 27-person team and 2 supervisors, along with two contact center hubs. Responsible for collaboration and oversight of process changes with key internal and external personnel for optimal results on the organization’s initiatives.

Process Improvement Workforce Management Strategic Partnerships Data Analysis

Operations Manager

Montefiore Medical Center

Nov 2018 - Present (6 years 8 months)

Spearheaded daily operations, prioritized tasks, and coordinated workflow, formulating and implementing internal policies and procedures. Led training, mentoring, and recruitment procedures of potential candidates and existing employees, managing payroll processes and accurate reporting of key-performance indicators.

Operations Management Policy Implementation Workflow Management Mentoring Recruitment Payroll Management Key Performance Indicators

Assistant Manager

Thomas Chang, MD

Apr 2012 - Present (13 years 3 months)

Directed appointment scheduling and surgical scheduling procedures, leading insurance eligibility verification processes and charging procedures. Oversaw correspondence, inventory management, accounting, training, and supply budgets alongside the office manager.

Appointment Management Insurance Verification Inventory Management Budgeting Staff Training Office Management

Medical Records Coordinator

NY Associates in Gastroenterology

Nov 2008 - Present (16 years 8 months)

Oversaw document control and filing of incoming paperwork relating to patients and internal procedures, utilizing expertise in proper charting etiquette. Coordinated communications between physician offices and practices using HIPAA approved methods for comprehensive patient care.

HIPAA Billing Credentialing

Education

Degrees, certifications, and relevant coursework

Western Governors University

Bachelor's Degree, Business Administration

Currently pursuing a Bachelor's Degree in Business Administration, with an expected completion in June 2025. This program focuses on comprehensive business principles and management strategies.

Rockland Community College

Associate's Degree, Business Administration

Completed an Associate's Degree in Business Administration in 2017. The curriculum provided foundational knowledge in business operations and administrative practices.