ERICA MACKENZIE

917-***-**** adx2dv@r.postjobfree.com

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QUALIFICATIONS PROFILE

Accomplished, results-driven, and multifaceted professional offering broad management and leadership experience in healthcare administration, project planning, as well as patient care and clinical support services within a wide variety of healthcare settings and hold a board certification as an Licensed Practical Nurse (LPN) in New York. Adept at establishing and executing strategic plans as well as streamlining organizational procedures and systems to ensure bottom-line results and surpass performance objectives. Effective at building relationships and collaborating with high-performing and cross-functional teams to support key efforts toward the execution of a unified vision and mission. Articulate communicator with bilingual fluency in English and Spanish. CORE COMPETENCIES

Strategic Planning and Implementation Administrative and General Management Staff Supervision and Training Budget Administration Quality Assurance Human Resources Management Policies and Regulatory Compliance PROFESSIONAL EXPERIENCE

NEW YORK-PRESBYTERIAN/WEILL CORNELL MEDICAL CENTER, New York, NY 2018–PRESENT Access Improvement, Patient Experience

Manage the application of enterprise-wide template standards and guidelines, while ensuring effective maintenance of scheduling guidelines

Provide guidance on best practices and opportunities to create schedules for optimal capacity in adherence to guidelines and standards

Guarantee alignment of template to meet the needs of patients as well as operational needs as indicated by access data, patient satisfaction, and operational feedback

Initiate periodic specialty-wide template reviews with the operations manager and leaders to ensure that templates match demand, reduce barriers, and promote patient access

Generate effective template design in collaboration with operations, scheduling services, call centers revenue management, IT, as well as private practice and specialty practice

Collaboration with EPIC IT on the build for MYchart patient online scheduling for all radiology modalities and lead implementation efforts

Manager–Contact Center, Interventional Radiology and Radiology

Managed budget of more than 1 million, and coordinated all aspects EPIC, Aqueon and Cisco implementation

Ensured a successful contact center operation by directly managing both human and material resources

Strategically directed 22 union agents and 1 supervisor to ensure proper coordination of appointments for the physician with the Billing and Credentialing departments

Utilized the Workday system in processing payroll for 23 employees, and presided over training and meeting between the practice staff, physicians, and access center

Established and implemented all hospital strategy and key performance indicators (KPIs) and metrics, such as service level percentage, abandonment levels, average wait times, average talks, and transaction times

Drove efforts in achieving service level targets within the Access Center Department of Radiology with 81% service level and 5% abdomen rate (ABR) for a benchmark of 80% service level and less than 5% ABR

Inbound call volume average per year 190,000; Outbound call volume average per year 37,000

Managed the Contact Center Team at all levels and created feedback regarding operations that involved budgeting, goal setting, performance management, company policy, and overall performance.

Offered hands-on support to internal and external customers in meeting call quality goals, caller/patient satisfaction, single call resolutions, and budgetary goals

Tracked appointment scheduling software systems and telephony operating systems, policies and procedures within the site including development, implementation, and continual improvement of processes to drive overall organizational strategic and tactical business goals

Led contact center staff and associates in ensuring the achievement of overall staff satisfaction, and encouraged development for the call center’s supervisory team by providing training for supervisors and associates

Acted as an effective hospital partner to multiple departments and off-site ambulatory clinics to support and accomplish the goal for broader business line and medical center

Represented a leading healthcare organization, both on a local, state national and international level

Exemplified strong analytical skills in interpreting and gathering data which drove departmental change and improvement

ERICA MACKENZIE

917-***-**** adx2dv@r.postjobfree.com

2 P a g e

MOUNT SINAI MEDICAL CENTER, New York, NY 2014–2018 Supervisor of Urology, Pediatrics, Primary, and Specialty Departments, Access Center

Spearheaded and coordinated Urology and Pediatrics services for a hospital conglomerate involving Mount Sinai Downtown, Mount Sinai St. Luke's, Mount Sinai West, Mount Sinai Queens, and Mount Sinai Urology, Pediatrics, Primary, and Specialty departments

Contributed in developing short- and long-range goals for the department, unit, and/or division

Managed and defined personnel policies, such as hiring, performance appraisals, training, staff disciplinary activity, and salary recommendations

Maintained compliance with federal, state, and local regulations regarding equal pay and equal employment

Arranged schedules for 60 physicians across multiple locations, and processed payroll for 24 employees

Organized daily reports and carried out quality assurance on agents in the processing of appointments and insurance claims to meet 80% quality and less than 5% abandonment benchmark rates of all daily calls

Partnered with the Billing Department on insurance participation and understanding of the health exchange and private insurance plans to maintain accurate and transparent revenue billing cycle for reimbursement through provider grids

Drove efforts in achieving service level targets within the Access Center Department of Urology and Pediatrics with 83% service level and 5% abdomen rate (ABR) for a benchmark of 80% service level and less than 5% ABR

Devised provider grids for each location to support the access center and broaden office personnel’s knowledge of physician’s title, location, days and hours, specifics notes on physician and care, clinical focus, and the participation of insurance plans

Administrative Manager, Social Work Department

Spearheaded all aspects of administrative, operational, and financial activities within the department, medical care unit; as well as coordinated the delivery of daily operations that involved budget management, staffing, and administration of policies and procedures

Administered departmental contracts and grants in accordance with MSHP policies and sponsors’ requirements for maintenance of records, reports, control, and conditions governing the expenditure of funds

Displayed competency in revising operational policies and procedures to meet the organization’s guidelines

Prepared operational and financial reports and analyses, while acting as the department’s liaison between administrative and professional staff on MSHP policies and procedures

Worked with MSHP physicians’ groups to bridge healthcare gaps through the Accountable Care Organization

(ACO) and Hierarchical Condition Category Coding (HCC-C)

Evaluated the impact of resources and/or resource gaps to performance on measures with the company’s partner and related Delivery System Reform Incentive Payment (DSRIP) teams Supervisor, Dermatology Department, Access Center

Oversaw dermatology services for a hospital conglomerate involving Beth Israel Mount Sinai, Mount Sinai St. Luke's, Mount Sinai West Roosevelt, and Mount Sinai Dermatology

Created schedules for 50 physicians across multiple locations, including residents at the clinic

Strategically directed 12 agents to ensure proper coordination of appointments for the physician with the Billing and Credentialing departments

Utilized LaborWorx system in processing payroll for 12 employees, and presided over training and meeting between the practice staff, physicians, and access center

Organized daily reports and conducted quality assurance on agents in the processing of appointments and insurance claims to achieve 90% quality and less than 5% abandonment rate of all daily calls

Facilitated training for all office and patient coordinator, staff, and billing personnel to support EIDX transition.

Successfully attained service-level targets within the Access Center Department of Dermatology with 83% SL and 3% abdomen rate (ABR) for a benchmark of 80% SL and less than 5% ABR

Built provider’s grids for each location, providing the access center and office personnel a better knowledge of the physician’s title, location, days and hours, specific notes on physician and care, clinical focus and the participation of insurance plans

Completed call flow of more than 350 calls daily, and collaborated with office supervisor of Beth Israel (BI) to create provider master schedules, patient load, and satisfaction

Guided several physicians in a financial red zone on how to secure private insurance plans through the use of ZocDoc, schedule template changes; thus, decreasing the Managed Medicaid HMO (MMH) plans ERICA MACKENZIE

917-***-**** adx2dv@r.postjobfree.com

3 P a g e

OBGYN Patient Coordinator I/Assistant to Supervisor

Developed comprehensive documentation of departmental accounts for review and approval using Microsoft Excel

Exemplified leadership skills in guiding staff to attain program objectives

Developed new ideas and concepts for program themes, materials, and resources that focused on enhancing existing program components

Dealt with approximately 80 to 100 daily incoming calls and communicated all necessary information to patients

Observed strict compliance with all Health Insurance Portability and Accountability Act (HIPAA) and other governmental or state agency requirements for appropriate handling of PHI document EARLIER CAREER

WEILL CORNELL MEDICAL COLLEGE, Brooklyn, NY 2014

Patient Coordinator, Osteoporosis and Arthritis

RTI (DOC GLOBAL), 5 Boroughs, NY 2013–2014

Lead Phlebotomist, NYC Hanes Research Project

PENN NORTH WOUND AND PODIATRY, Brooklyn, NY 2009-2011 Lead Medical Assistant

MAIMONIDES MEDICAL CENTER, Brooklyn, NY 2007-2008

Patient Care Technician, Oncology Unit

AMALGAMATED LIFE INSURANCE COMPANY, New York, NY 2004-2007 Benefit Analyst I

EDUCATION

DOCTORAL OF HEALTHCARE MANAGEMENT, In Progress (Expected Date of Completion: 2025) WALDEN UNIVERSITY, MINNEAPOLIS, MN

LICENSED PRACTICAL NURSE, 12/2021

UNIVERSAL TRAINING INSTITUTE, PERTH AMBOY, NJ

MASTER OF HEALTHCARE MANAGEMENT, 2015

AMERICAN INTERCONTINENTAL UNIVERSITY, SCHAUMBURG, IL Delta Mu Delta Society in Business BACHELOR OF BUSINESS PROFESSIONAL STUDIES IN APPLIED MANAGEMENT AND HEALTH SERVICES, 2013 MEDGAR EVERS COLLEGE, BROOKLYN, NY Sigma Alpha Pi the National Society of Leadership and Success ASSOCIATE OF SCIENCE IN BIOLOGY, 2012

MEDGAR EVERS COLLEGE, BROOKLYN, NY Dean’s List

PROFESSIONAL DEVELOPMENT

First Aid Cardiopulmonary Resuscitation (CPR) Automated External Defibrillator (AED) American Heart Association, Queens, NY

Sexual Assault and Violence Intervention (SAVI) Lean Green Belt Certification Mount Sinai Medical Center, New York, NY

Hyperbaric Training

Brooklyn, New York, Brooklyn, NY

Certified Medical Assistant Phlebotomist Technician Electrocardiogram Technician Caliber Training Institute (NHA), New York, NY

TECHNICAL ACUMEN

Allscripts APRIMA Aqueon Calabrio Cerner CISCO CPT Coding E-Clinical Eagle Eclipsys EPIC ICD-10 Coding IDX-EIDX ImageCast KRONOS Microsoft Office Suite Passport Workday

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