RESUME

Venessa Gordon

ad39mg@r.postjobfree.com

516-***-****

Introduction

A self-motivated and enthusiastic individual, with a positive track record of driving high productivity and results, excels at managing projects and is skilled at understanding patient’s, staff and leadership desires and meeting their needs. I am also a very strong communicator and excels at forming strong relationships – and maintaining them. Venessa Gordon

229-10 141st Avenue,

Springfield Gardens, NY 11413

Email: ad39mg@r.postjobfree.com Cell: 516-***-****

HEALTHCARE LEADERSHIP

10+ years of progressive experience – positioned to deliver high level office leadership with a growth mindset and strong work ethic.

PROFESSIONAL PROFILE

• Seasoned Operations Manager for busy Infectious Diseases and Internal Medicine Practices, offering and presenting a broad background in operations, management, and patient care services.

• Role modeled Culture of CARE and organizational values.

• Excellent verbal, written and interpersonal communication skills.

• Organizational and analytical skills – with demonstrated excellence in computer programs.

• Accomplished problem solver – with a hands-on ability to assess situational challenges and implement solutions.

• Demonstrated strong success in building office support systems, to effectively improve customer service and revenue stream.

• Maintained a very strong communication with patients, their families and team members.

• Consistently engaged with leadership/team members to implement policies and procedures for both management and patient concerns/questions.

• Effectively increase in revenue recovery – utilizing strategic negotiations and operational tactics.

• Devoted patient care advocate who strives to enhance the overall patient experience – through education, direction, and advocacy.

AREAS OF EXPERTISE

Operations Management Customer Service & Relations Inventory Control Policies and Procedures Staff Performance and Evaluation Patient Education Administrative Support Staff Training and Development Patient Advocacy Problem Solving Staff Performance and Evaluation Implement HR Policies Extremely Organized in ALL Aspect Quality Assurance ADP/ Global Time Service Patient Care Advocate Explanation of Benefits EPIC Navigation and Reporting Planning & Scheduling Claims Processing pMD/eClinical Works/Centricity Team Building & Delegating QuickBooks/ AutoCAD 2019-2022 Clinical Assessment 97.7% Average Microsoft Word/Excel/Access

PowerPoint/ SharePoint/Visio/Six Sigma

Project Management & Critical

Thinking

Motivational Speaking & People

Leader

PROFESSIONAL EXPERIENCE

United Health Group – Optum Tri-State 2020-2023

Lake Success, New York

Practice Administrator/ Operations Manager

Infectious Diseases & Select Medicine (Internal Medicine)

• Ensures the smooth running of the practices on a day-to-day basis, and manages team of managers, supervisors, and support staff.

• Review appointment schedules to ensure that they are scheduled appropriately.

• Ensure that complete and accurate information is provided to the billing department for timely processing of bills.

• Ensure that messages are relayed to the physicians and staff in a timely manner.

• Ensure phones are answered promptly and in a professional manner.

• Ensure that clinical and office supplies are adequate.

• EPIC SuperUser.

• Provided leadership to Patient and Customer Experience team members and supervisors - while both communicating and guiding towards achieving department and organization objectives. My offices did so well - we were recognized by the CEO Kevin Conroy and was invited to lunch with him and his leadership team to discuss how our goals exceeded expectations of the organization.

• Serves as a liaison between unit and senior administration for the purpose of assessing operational concerns, implementing policies and procedures, maintaining appropriate staffing levels etc.

• Always demonstrate impactful people leadership by nurturing meaningful relationships with team members, creating/maintaining an environment where they feel a sense of belonging and empowerment, and investing in their development and growth.

• Developed/created/communicated and built consensus for goals that were in alignment with the health system.

• Encourage/promote diversity, equity and inclusion by recruiting/hiring and retain diverse team members to maintain a rich mix of different perspectives while ensuring every employee feels heard and valued.

• Promote positive employee experience and have an impact on the experience and engagement of my team members

– by getting to know each employee, their aspirations and motivations – and always lead with respect, trust and integrity.

• Responsible for setting challenging goals, conducts regular check-ins, provide ongoing feedback, expose staff to new learning experiences and reward strong performance(s).

• Maintain NPS (National Provider Scores) for each practice above 80% and above (exceeded goal).

• Maintain Revenue Impacting Activities such as Copay Collection of >97% (exceeded goal), charge lag and closed encounters for each department not exceeding 4.2days (exceeded goal), WQ Management not exceeding 7 days (exceeded goal), and ensure that ALL front desk staff is trained and can access the portals to drive down denials (exceeded goal).

• Ensure that Clinical Assessment is passed – with a score of 95% or more. (Maintained 97.7% average).

• Maintain Epic/MyChart/Referral Workflow/Decision Tree goals that are set by the organization. To increase MyChart Activation and utilization month over month to achieve a minimum of 2% increase. Ensuring that staff utilizes the decision tree scheduling workflows at check-out – Reduce referral leakage where possible – optimize provider templates to maximize patient volume when necessary.

• Coordinate and supervise daily/weekly/monthly activities to team members.

• Assist Chief physician with On-call schedules.

• Project Management / Process Improvement.

• Handles all escalations courteously, politely, and professionally.

• Performed other duties as assigned or as needed. NYU Langone – Dr. David Orakwao Dowuona 2017-2020

Laurelton, New York 11413

Office Manager (Private)

GYN Unit

• Developed, implemented, and maintained office policies and procedures.

• Monitored productivity of the office and oversee finances including payroll, benefits, reimbursement, and budgets.

• Ensure efficient and accurate provider credentialing was up-to date.

• Scheduled surgery for doctor at St. John Episcopal Hospital.

• Ensure compliances for the office with OSHA, bloodborne pathogens, HIPAA, Medicare regulations is adhered to.

• Assisted in development and implementation of marketing plan.

• Maintain educational materials and brochures.

• In charge of all recalls.

• Purchased and restocked office supplies Staff / Customer Management:

• Interview, hire and train a productive medical office team.

• Conduct performance reviews, provide for personal development of staff, and encourage retention.

• Supervise clerical staff members ensuring patient scheduling, registration, financial counseling, data entry and processing, and cash posting meet high standards.

• Maintain staff work schedule to ensure adequate staffing and vacation schedule.

• Set agenda and run staff meetings.

• Promote excellent customer service.

• Respond maturely and sensitively address patient grievances.

• Problem-solve in daily operations for non-medical issues. Advantage Care Physicians (Officially Migrated to the US) 2016-2017 Valley Stream, New York

Medical Assistant (Float)

(Internal Medicine/Pediatrics/OBGYN/Hematology& Oncology/Podiatry/Rheumatology/Cardiology/Gastro)

• Welcomed patients by greeting them in person or on the telephone.

• Verified patient information by interviewing patient, recording medical history, confirming purpose of visit.

• Prepared patients for the health care visit by directing and/or accompanying them to the examining room.

• Vitals / Various In-house testing.

• Secured patient information and maintain patient confidence by completing and safeguarding medical records; completing diagnostic coding and procedure coding; keeping patient information confidential.

• Counseled patients by transmitting physician's orders and questions about surgery.

• Phlebotomy/U/A/EKG’s, QuantaFlo Testing, Pre-risk questionnaires etc.

• Maintained safe, secure, and healthy work environment by establishing and following standards and procedures and complying with legal regulations.

• Completed records by recording patient examination, treatment and test results.

• Generated revenue by recording billing information of services rendered, completing insurance forms, and responding to insurance and other third-party inquiries.

• Maintain patient confidence and protect operations by keeping patient care information confidential.

• Assisted/prepped for physicians’ various procedures based on the specialty I was covering.

• Enhance health care practice reputation by accepting ownership for accomplishing new and different requests and exploring opportunities to add value to job accomplishments. Petrotrin/PSAEL 2007-2016

Point Fortin, Trinidad W.I.

Human Resources Assistant Manager – 80+ Employees

• Shortlist candidates and schedule job interviews.

• Coordinated orientation and training sessions for new employees.

• Ensured smooth communication with employees and timely resolution to their queries. Monitored departmental performance, identified and facilitated opportunities to increase productivity and efficiency.

• Managed daily aspects of the department and its staff to ensure projects were completed and goals and customer needs were met.

• Collaborated with other managers to plan, direct, and coordinate programs and projects.

• Collaborated with other managers to analyze costs, benefits, and losses of company profits.

• Drafted, submitted, and presented various performance and management reports.

• Managed inventory, approving or facilitating purchases as needed; negotiated related pricing contracts and verifies costs and receipts.

• Managed conflicts and resolved complaints about or within the department.

• Performed other related duties as assigned.

EDUCATION

School of Accounting & Management (Trinidad & Tobago) Bachelor of Arts in Human Resource Management

Relevant Courses: Advanced Business Writing, Accounting, Information Science Technology, Business Law, Business Psychology, Information Systems and Communications, Marketing and Advertising, Leadership Thinking and Concepts, Public Relations and Effective Speaking/Speech Communications, Talent Acquisition, Career Management, Compensation & Rewards, HRM Benefits/Finance/Global, Career Management. Allen School of Health & Science (Jamaica, NY)

Associates: Medical Assistant

Relevant Courses: Medical Terminology/Anatomy and Physiology, Medical Office Administration, Clinical Courses, EHR, Phlebotomy, Basic Surgical Assisting, Patient Care, Basic Surgical Assisting, Pharmacology. OTHER

• Motivational Speaking: Teenagers (13 -19 years old with mental health issues).

**Volunteer**

• Member of the Queens Chamber of Industry and Commerce.

• A very good listener – high performer – very organized, detailed oriented and is high on integrity.

• I am on the Advisory Board for The Allen School of Health and Science for over 4 years

• Strong facilitation, presentation, education, and train-the-trainer skills

• Expert ability to create executive presentations and communications; advanced PowerPoint skills

• Strong writing skills; create academic abstracts, publication and patient/customer experience- based articles.

Contact this candidate