Recent News

MAHAM Board of Directors



Jonathan “Jono” West


Director, Business Development, MedData

I have spent almost my entire professional career helping healthcare providers ensure optimal and appropriate reimbursement for their services.

A critical component of that is the patient engagement process across the continuum of care. And yet it all starts with patient access and the invaluable role that patient access staff plays in delivering a high quality healthcare experience. MAHAM provides a forum with which patient access professionals can engage in a meaningful exchange of ideas, opinions and education to help further their respective goals at achieving satisfaction in their roles as patient access leaders.

Vice President

Chris Dowd


Manager of Patient Access, Cambridge Health Alliance

Chris has been working in the realm of patient access for about 13 years, spending 9 of those in various management roles.  Chris has spent time with Lahey Health, Partners Healthcare, and is currently the Patient Access Manager for Cambridge and Somerville Hospitals.  Chris holds a Bachelors Degree in Communication from Umass Amherst, and will obtain his Masters in Healthcare Administration in late 2016/early 2017.  Chris has been involved with MAHAM for 4 years, serving on the membership committee, and most recently as Vice President.

Director at Large

Lilibeth Santiago


Patient Access Manager, Lowell General Hospital

Lilibeth Santiago is a multi-faceted, efficient & reliable professional with years of experience in health care management and a record of successfully improving operations and enhancing patient satisfaction. Her 15 years of experience with the patient access services include, emergency room, inpatient and outpatient registration, benefits and coverage, pre services, financial counseling and bed control areas.

Prior to joining Lowell General Hospital four years ago, where she oversees the patient access aspect the of the Patient Service and Urgent Centers, Lily worked at the Lawrence General Hospital as a Patient Admission Coordinator.

Lily’s educational background includes a Bachelor’s degree in Psychology with a minor in Sociology from the University of Massachusetts, Lowell; and a Master’s Degree in management with a concentration in healthcare from Cambridge College.
Lily joined the MAHAM organization in 2011 and is now the Director-At-Large.

“MAHAM is a great organization for networking, but also for support and education in today’s topics affecting all of us, in patient access. In order to make it in today’s fast changing healthcare setting, it’s important to stay proactive and MAHAM helps you do just that exactly.” – Lily Santiago


Jennifer Farmer


Manager of Patient Access and Admissions, Massachusetts Eye and Ear Infirmary

Jennifer Farmer has been in the revenue cycle healthcare setting 20 plus years gaining experience in data entry, 3rd party billing, payment posting, registration and scheduling.  She has participated in numerous process improvement initiatives at various hospitals and helped to create and implement a formal employee recognition program that was widely accepted and adopted.  Her interest in customer service and branding led to consulting for small businesses and medical practices with a focus on front line staff and survey scores.  Jennifer is currently the Patient Access Manager at Massachusetts Eye and Ear in Boston.

Education Chair

Sandra Beach

Manager, Patient Access Services, Central Scheduling/Registration, Cooley Dickinson Hospital

Sandra has over 35 years’ experience in the Revenue Cycle Healthcare, primarily Patient Access/Central Scheduling.  Her experience ranges from switch-board, patient billing, admitting, cashier, financial counseling, registration and patient scheduling.  Her passion has always been Registration and Scheduling as she strives to make the patient experience a positive one not only professionally but personally as well.

She is currently the Manager for Patient Access, Central Registration and Central Scheduling at Cooley Dickinson Hospital.

Moving to Massachusetts 7 years ago, she was very pleased to find out we had a group of Access Managers, MAHAM.  With the ever changing industry rules, MAHAM has been a great place to network and share ideas with others.  If you are not currently a member, sign up today!  You won’t regret it.

I have been a member of MAHAM for 5 years (I think) and am currently a member of the Education Committee for MAHAM.

Membership Chair

Sandra Clay-Hillyard


Director of Patient Access, Lowell General Hospital

Sandy is the Director of Patient Access at Lowell General Hospital in Massachusetts. With a diverse background in engineering, teaching, and administration, she has moved from management engineering to teaching to school administration and back to hospital revenue departments.  She enjoys the overlap of required skills in communication, organization, and collaboration that are inherent in all people systems. Her education includes degrees in Industrial Engineering/Operations Research and Health Care Management from UMass Amherst and Cal State LA.  Sandy is interested in Organizational Behavior and has ventured back to school through the Harvard Extension to study OB.

Web Master

Will Coz


Sr. Business Development Manager, Addison Group

Will Coz joined Addison Group’s Healthcare team in Boston in 2014, and was one of the original members.  As a Business Development Manager, Will is responsible for expanding Addison Group’s footprint in the marketplace, finding solutions that work equally for both his clients and candidates. Over the course of his time at Addison Group, Will has put an increased focus on supporting Patient Access and Revenue Cycle Teams within healthcare organizations in New England.

Will and his team provide a unique insight into the ever changing hiring market in the New England Area and express these insights to the MAHAM organization.