Work Experience:

ACCESS Community Health Network, Des Plaines Valley Health Center, Summit, IL

Health Center Manager from August 2003 – Present

Patient and Customer Service Relations:

Handle patient complaints and initiate the recovery process as well as document, track patient concerns and conduct patient interviews and follow-up.

Monitor patient satisfaction data regularly. Review and disseminate to staff with subsequent plans to improve the patient experience.

Staffing:

Provide adequate staffing coverage on a daily basis as well as oversee the scheduling of clinical and support staff based on patient care needs.

Develop action plans to meet daily requirements that provide appropriate standard of care.

Audit staff productivity and develop established benchmarks for performance evaluations, address performance deficits with individualized staff improvement plans.

Conduct monthly meetings with staff to discuss organizational information.

Ensure staff meets PCMH and clinical practice requirements, including providing patient access, doing daily huddles, reminder calls and follow up calls to increase no show rates.

Administrative Responsibilities:

Work with Human Resources in the recruitment and retention of qualified staff

Resolve conflicts between staff.

Work closely with Human Resources to ensure practice compliance with all local, state and federal laws and guidelines including OSHA, FMLA, IDPH and The Joint Commission.

Ensure all clinical staff is current on licenses and training requirements.

Ensure that Risk Management, Corporate Compliance and Quality Management policies are being followed.

Review routine reports that provide information on practice volumes, cycle time, no show rates, provider productivity, and fiscal year statistics.

Manage centers operating budget, monitor personnel and general expenses and respond to variances.

Maintain and order inventory of all office and clinical supplies.

Ensure proper storage in accordance with safety and regulatory requirements.

Clinical Practice Management:

Ensure that staff is oriented, trained and competent to provide excellent patient care and service.

Ensure care is coordinated across the continuum to promote positive patient outcomes and efficiency.

Conduct rounds with facilities staff to identify deficiencies and to develop corrective action plans.

Assist with the clinical needs of patient care when needed.

Track clinical performance indicators and develop action plans.

Identify opportunities for process improvement and initiates improvement efforts within the health center to increase or exceed established metrics.

Maintain environment of care in accordance with regulatory and licensing standards.

Education:

Rasmussen College, Mokena/Tinley Park, Illinois

Bachelors in Science (BS) – Business Management from September 2013 – May 2015

Robert Morris University, Chicago, Illinois

Associates in Applied Science (AAS) Major: Medical Assistant

Certifications / Associations:

Phlebotomy, CPR/AAMA-American Association of Medical Assisting, President of Access Medical Assistant Advisory Board, HIMP-High Impact Management Training, ICARE, Journey to Excellence Committee, Patient Safety Committee, PCMH-Patient Centered Medical Home, SAC-Stand Against Cancer, Title X Program, Universal Protocols, VFC-Vaccines for Children

Skills:

Bilingual - English/Spanish, Windows XP, Microsoft Office Suite (Word, Power Point, Excel), Epic, ICARE, Meditech, Medi, County Care, HFS, Kronos, Facility Dude, Ecare, e-Labcorp, IRIS, R4, Smartsheet, DMRS, Coupa, Stericycle, Action Pro

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