Michael Hesseltine

Experience

• 

  University of Iowa Health Care

  Jun 2002 - now

  I am certified in Epic Cadence 2017. I have a growing experience in Epic Prelude and previously GE Centricity scheduling & registration applications. I am a subject matter expert for front line related workflows and operations as they pertain to University of Iowa Health Care. I also previously fulfilled an Epic ARCR role as part of the Epic Revenue Cycle Implementation Project at our organization. I supported this project through mid-2014. My passion is front line operations workflows, policy and practice, compliance, training and messaging. I strongly believe with the fast pace of change in healthcare that it has never been more important to communicate policy and system driven process and measure compliance therein than now. Show less

  • Director

    Mar 2019 - now

  • Support Services Manager: Cadence Access / Epic Revenue Cycle

    Feb 2013 - May 2019

  • Front Line Operations Manager: Support Services Manager

    Jul 1994 - May 2019

  • Operations Manager

    Jul 1994 - May 2019

  • Dermatology Clinic Front-Line Supervisor

    Jun 2002 - Jul 2008
• 

  Univeristy of Iowa Health Care

  Sept 2014 - May 2019

  Operations Manager for the UI Patient Access Center

  I am a director in the University of Iowa Patient Access Center, a high volume patient contact center working to support access to health care for our academic medical center. Our group manages approximately 140K calls per month. This volume continues to grow month over month. We are a 24/7 operation with our primary business occurring 7AM to 7PM Monday -Friday. I co-manage general operations strategies with our dynamic management team. I supervise and direct our in-house training group which supports our office as well as the front line staff in the outpatient clinics and works closely with our front line operations leadership and our in-house quality assurance team. We have a highly developed orientation and onboarding program, leadership development series and produce new training modules as needs arise. I direct our Quality and Reporting team. This is a dynamic team of six quality and improvement engineers who support our core business needs by delivering daily, weekly, and monthly auditing and reporting results. This team also develops and maintains our department's access and team reports and publish these using Tableau server and other databases and applications. I co-chair our front line operations leadership group which supports the outpatient clinics consisting of approximately one million out patient visits per year. This group consists of an active workgroup with its' own project portfolio and an annual staff competency practice.I am currently the Staff Council President representing approximately 7500 professional and scientific staff at the University of Iowa. In this role I work with university administration, Faculty, fellow staff, researchers, students, and other key campus stakeholders. University of Iowa is one of the nations' best employers. Show less