Patricia Cunniff

Team Lead, Patient Financial Services

Professional Overview
Patricia Cunniff is an experienced team lead in patient financial services, with a strong background in healthcare administration and a track record of improving operational efficiency and patient satisfaction. She leverages her extensive industry knowledge and leadership skills to drive successful initiatives that positively impact both patients and the organization.

Experience Summary

Current Role
As the Team Lead of Patient Financial Services at The Massachusetts Eye and Ear Infirmary, Patricia oversees a team of patient account representatives responsible for billing, collections, and financial counseling. She has been instrumental in streamlining processes, implementing training programs, and fostering a collaborative work environment that enhances the patient experience. Under her leadership, the department has consistently met or exceeded key performance metrics, including a 95% patient satisfaction rating.

Career Progression
Prior to her current role, Patricia held various positions in the healthcare and financial services sectors, including Development Coordinator at Brigham and Women's Hospital, Receptionist at Nelson Mullins Riley & Scarborough LLP, and Teller at Milford Federal Savings & Loan Association. This diverse experience has equipped her with a well-rounded understanding of financial operations, customer service, and the unique challenges faced by healthcare organizations.

Academic Background
Patricia holds a Bachelor of Arts degree in Communication from the University of Massachusetts Amherst, where she graduated with Honors.

Areas of Expertise

• Patient financial services management

• Revenue cycle optimization

• Healthcare administration and operations

• Team leadership and employee development

• Customer service and client relations

• Financial analysis and reporting

Professional Impact
During her tenure as Team Lead, Patricia has spearheaded several initiatives that have significantly improved the department's performance and patient satisfaction. She implemented a new training program that increased the patient account representatives' proficiency in billing and collections processes, resulting in a 20% reduction in billing errors and a 15% increase in first-pass resolution rates. Additionally, Patricia led the implementation of a customer relationship management (CRM) system, which streamlined communication with patients and increased the department's responsiveness to inquiries by 30%.

Conclusion
With her extensive experience, strong leadership skills, and commitment to improving patient financial services, Patricia Cunniff is a valuable asset to The Massachusetts Eye and Ear Infirmary. She is poised to continue driving innovation and excellence in her field, making a meaningful impact on the organization and the patients it serves.