Luisa Romeo
Patient Access Management | Revenue Cycle Enhancement | Operations & Project Administration
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About
Strategic and care-driven healthcare leader with over 15 years of progressive experience enhancing financial performance, boosting patient experience, and streamlining administrative workflows through cross-functional team leadership. Proficient in identifying system, workflow, and performance issues in patient access and liaising with revenue cycle leaders and other stakeholders for quick resolution while conducting monitoring and assessment. Adept at working with cross-functional teams, including financial counseling, compliance, billing, payer integration, accounting, and IT to integrate patient access solutions with downstream revenue cycle processes.
Highly adaptable and quick to learn, with a collaborative mindset, strong communication skills, and a passion for continuous learning and experimentation to drive operational excellence.
Experience
Assistant Director Operations - Health plus management• somers orthopaedic and sports medicine - Danbury, CT
(2025-07)
Support multi-site for a multi-million-dollar large physician group, surgery practice, and imaging modalities (MRI, X-Ray) across five locations including patient access, medical assistants, ACPs and administrative services across all locations.
Responsibilities include recruitment, hiring, onboarding, staff training, terminations, project management, process improvements, customer service, compliance, KPIs, strategic planning, patient safety, scheduling, capacity planning, and supervising 30 direct reports and 26 providers.
- Partner with Senior Regional Operation Manager to stabilize and lead regional performance, SOP standardization, and growth readiness initiatives. • Strengthen revenue cycle alignment and maintain and monitor performance dashboards to improve visibility into volume, productivity, and collections metrics.
- Supervise four site managers to ensure leadership accountability and consistent operations.
- Collaborate closely with billing, marketing, and Senior leadership to align operations priorities, support strategic initiatives, and drive cohesive organizational performance.
Director of Patient Access - Orthopaedic & Neurosurgery Specialists - Greenwich, CT
(2015 - 2025)
- Streamlined surgical coordination processes and ensured workers' compensation/no-fault processing through the implementation of advanced protocols and team training. Orchestrated patient access operations across multi-site facilities in Greenwich and Harrison by overseeing front-desk operations for MD, PT, Urgent Care, MRI, and lobby services.
- Pioneered the establishment of point-of-service collection methodology for the front end to introduce patient payment solutions, driving 95% collection rate and stimulating overall financial stability.
- Empowered a large team of 37 employees, including 2 supervisors and 3 team leads for adherence to service excellence by recognizing outstanding contributions and achievements.
- Championed the execution of 2 full-scale Electronic Medical Record (EMR) transitions, including the deployment of Centricity and ModMed to improve digital operations and data integrity.
- Trained employees on workflows for all front-end staff, including specialized modules for surgical coordinators, contributing to increased revenue and reduced billing inquiries.
- Directed critical escalations for Revenue Cycle Management (RCM) and Ascent inquiries for resolution of billing disputes, claims denials, and patient access challenges by verifying patient eligibility.
- Instituted mentoring programs and training initiatives to elevate staff competencies, foster a culture of continuous learning, and assure superior service quality across all patient touchpoints.
- Nurtured strategic alliances with third-party vendors, such as Phoenix, PT Source, and Ascent to refine external service integration, enhance technological capabilities, and assure secure flow of patient information.
Operations Manager - Orthopaedic & Neurosurgery Specialists - Greenwich, CT
(2001 - 2015)
- Assessed patient survey data and feedback mechanisms to increase the quality of patient care and administrative services by leveraging qualitative and quantitative data analysis techniques. Administered all aspects of human resource management, including hiring, training, objective performance evaluations, payroll processing, and disciplinary actions.
- Developed a high-performing team of 42 employees, comprising 2 supervisors, a call center/patient experience manager, and 4 team leads by establishing clear performance metrics.
- Directed patient access operations for a 25-physician practice to stimulate overall patient experience from initial contact to post-visit processes, resulting in seamless patient flow and maximized clinical efficiency.
- Oversaw operational projects by creating project plans, allocating resources, monitoring progress against timelines, and conducting post-implementation reviews to assess success.
Operations Supervisor - Orthopaedic & Neurosurgery Specialists
Additional Experience
Education
Bachelor of Arts - Communications & Human Relations - Western Connecticut State University
