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J W

@jw07

Healthcare operations leader at CommonSpirit Health who improved patient access, cut registration errors, and expanded Medicare wellness visit completion.

United States

Message

At COMMONSPIRIT HEALTH / CHI BAYLOR ST. LUKE'S MEDICAL GROUP, I led operations across five clinics, improving patient access and workforce stability. I redesigned preregistration and front-desk workflows, increasing registration accuracy by approximately 32% and reducing day-of-service errors by approximately 43%.

At HOUSTON METHODIST CLEAR LAKE HOSPITAL / CHRISTUS ST. JOHN, I oversaw 24/7 Patient Access and Business Services and led the transition from Meditech to Epic. Earlier, at CVS/CAREMARK PRESCRIPTION SERVICES, I supervised a 24-member contact-center team and handled complex member escalations in a HIPAA-compliant environment.

Experience

Work history, roles, and key accomplishments

Clinic Administrator / Multi-Site Operations Leader

CommonSpirit Health / CHI Baylor St. Luke's Medical Group

Jan 2019 - Dec 2025 (6 years 11 months)

Led a five-clinic medical group with 22 providers and 53 team members, overseeing operations, patient access, workforce performance, and financial results. Rebuilt workforce stability, improved registration accuracy, and increased Medicare AWV completion from 32% to 87%.

Operations Management Patient Access Workforce Planning KPI Management Quality monitoring Process Improvement Financial Management HIPAA Epic Kronos Workday Microsoft 365

Director of Business Services / Patient Access

Houston Methodist Clear Lake Hospital / Christus St. John

Jan 2008 - Dec 2019 (11 years 11 months)

Oversaw 24/7 Patient Access and Business Services for a 157-bed acute-care hospital, leading 51 employees and two managers. Increased point-of-service collections from 2.4% to 6% of net revenue and led the transition from Meditech to Epic.

Patient Access Revenue Cycle Management Epic Meditech Financial Counseling Staff Development Process Improvement Press Ganey Budget Management

Call Center Supervisor

CVS/Caremark Prescription Services

Jan 2001 - Dec 2008 (7 years 11 months)

Led a 24-member frontline team in a high-volume healthcare contact center, managing productivity, quality, service, coaching, and escalations. Handled medication adverse-event escalations and ensured HIPAA-compliant operations.

Call Center Operations Team Leadership Performance Management Coaching Escalation Handling HIPAA Workforce Planning