Quality Assurance Management

JOAN BALLARD, CHC, CPC

**** ********** ***** *: 205-***-**** / W: 205-***-****

Birmingham, AL 35243 ***************@*****.***

HEALTH CARE ADMINISTRATION

Practice Management ~ Compliance ~ Human Resources

Fast track senior managing executive with a wealth of experience directing the business and clinical operations of a multi-site group

practice with 29 physicians, 17 specialties and over 110 employees. Proven track record of success in strategic planning, administration,

clinical care, policy/procedure formulation, program development, quality assurance, new business development and finance.

Spearheaded new marketing, business, and cost saving initiatives that improved the overall growth and profitability of clinical

departments. Opened 4 new practices within 1 year and maintained overhead costs below 43%. Formed the first MSO (Management

Service Organization) for Norwood Clinic, which centralized coding/billing functions and maximized reimbursement. Championed

development of innovative performance improvements that significantly enhanced the efficiency and effectiveness of services delivered.

Knowledgeable in multiple patient areas with particular strengths in accounts receivable management, compliance and human resources.

Take charge leader with excellent training, team building, communication and analytical problem solving skills. Proficient in MS Office,

GE Centricity, and MYSIS applications. Willing to relocate.

CORE COMPETENCIES

Strategic Planning. Evaluated organizational strengths and weaknesses and developed effective plans and strategies to

support the practice’s vision, positively impact competitive positioning and assure long-term cash flow.

Administration. Provided direction and leadership to complex operational areas through the acquisition, utilization and

organization of human, financial and physical resources.

Policy/Procedures. Developed and monitored implementation of policies and procedures for clinical and administrative

operations in alignment with Governing Board guidelines to assure optimum patient care, compliance and dynamic facility

controls.

Quality Assurance. Implemented quality measurement systems and tools for exceptional performance throughout the

medical practice.

Process Improvement. Spearheaded specialized programs and projects to document, simplify, and improve internal

processes.

Staffing. Set and maintained appropriate staffing levels, directed physician recruitment, and led implementation of employee

development and incentive programs to improve staff productivity and retention.

Budgeting/Finance. Monitored budgets, analyzed financial performance and planned/implemented corrective actions to

increase reimbursement.

Facilities Management. Led renovation activities for a 20,000 SF medical facility and oversaw the relocation of 8 practices

and corporate offices.

Accreditation & Compliance. Established and monitored continuous compliance programs to secure and maintain facility

accreditation and assure adherence to applicable healthcare standards and regulations.

Public Relations. Collaborated with elected officials and practice administrators to advance the strategy and goals of the

organization.

Sales & Marketing. Negotiated healthcare service contracts with third party payers, vendors, and hospitals.

Continued...JOAN BALLARD, CHC, CPC C: 205-***-****

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PROFESSIONAL EXPERIENCE

NORWOOD CLINIC, INC., Birmingham, AL

Progressed rapidly through increasingly responsible management positions with this multi-specialty group practice with 29 physicians

practicing in 17 primary care, medical and surgical specialties in 15 locations. Summary of key responsibilities and achievements:

Administrator, (2002 – Present)

Strategically plan and direct all administrative functions of the clinic while maintaining alignment with the Governing

Board’s policies and regulatory guidelines. Provide strong leadership to management team of 6 overseeing the activities of 110

employees. Implement best practices to assure efficient, economic and effective utilization of clinic resources. Design and

execute an effective business plan to meet clinic occupancy goals and objectives. Oversee contract negotiations, physician

recruitment, and hospital relations.

Increased profitability of all clinical departments and maintained clinic overhead costs below 43%.

Opened 4 new physician practices within 1 year.

Established ancillary support services that included diagnostic radiology and clinical laboratory services.

Championed implementation of collegial, informal team approach to clinic management, which improved

management and staff relations and cooperation.

Director of Business Operations, (1997 – 2002)

Controlled the overall operations of the clinic, including billing and compliance. Established, implemented and evaluated

policies and procedures for clinical operations to promote quality standards and meet growth targets. Oversaw the training and

development of 50 qualified personnel. Administered a $2M operating budget with P/L responsibility. Actively established and

maintained market presence throughout the local service area.

Formed the organization’s first MSO (Management Service Organization) to centralize coding and billing functions by

selecting and training certified coding staff.

Established billing policies and procedures and enforced adherence. This resulted in significantly reduced claims

denials in the first 3 months and continual first pass claims acceptance rates above 90%.

Transitioned back office billing function to a turnkey system, which reduced days in A/R from 60 to less than 40

within 6 months.

Renegotiated all managed care contracts, achieving a more favorable fee schedule for most specialties.

Worked with the Alabama insurance commissioner to develop policy for non-payment to clinic physicians.

Practice Manager, (1988 – 1997)

Managed people, processes, and technology to ensure achievement of overall business strategy. Scope of responsibility included

clinical operations, managed care contracting, business development, revenue cycle management, medical records, facilities and

billing/collection. Coordinated with outside organizations and supervised the performance of 18 employees.

Turned around overstaffed and inefficient practice by analyzing recently installed practice management system and

training staff on successful implementation. Organized several weekend training sessions to diminish backlog.

Oversaw the operations of several underperforming hospital owned clinics and recommended strategies that lowered

operational costs and improved revenues.

Previous Experience

Manager of Emergency Outpatient Services, CARRAWAY METHODIST MEDICAL CENTER, Birmingham, AL

Provided oversight for the day-to-day operations of ED/OP department of this 71 bed acute care rural affiliate hospital.

Reversed operating deficit through the planning and implementation of the hospital’s first outpatient urology clinic.

EDUCATION

CHC Certified, Healthcare Compliance Association, March 2008

Certified Professional Coder, American Academy of Professional Coders, June 2000

ACMPE Certification (in progress), American College of Medical Practice Executives, (expected October 2010)

Trained in Pre-Nursing and Business Administration

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