Healthcare Practice Manager

Laura Hovis

Chicago, Illinois *****

312-***-**** **************@*****.***

SUMMARY

Thought leader with 20 years of practice management experience in growing and overseeing large physician practices in academic, hospital, private practice and medical group settings. I am dedicated to inspiring a patient-focused and culturally sensitive model for all patients and their support systems through mentoring and training in enhanced customer service techniques. I am passionate about developing successful physician and executive partnerships to maintain communication channels, establish policies and procedures to maximize patient throughput, satisfaction, meet quality metric goals, and successful revenue cycle operations.

EXPERIENCE

THE FAMILY INSTITUTE AT NORTHWESTERN UNIVERSITY August 2017 - January 2018

Director of Clinical Operations

Provided extensive workflow development for therapists and therapists-in-training relating to a switch from a scheduling software product and a revenue cycle software to an integrated and robust EMR

Reviewed space and staffing needs for a future reception area within the Chicago location

Worked with External Affairs on launching the new logo and look for The Family Institute by redesigning the large reception area in the Evanston location

Reviewed and improved workflows within the call center, registration, and reception environments

Headed the daily operations for approximately 70 staff therapists and 24 therapists-in-training and with 2 direction reports over 4 locations

SWEDISH COVENANT MEDICAL GROUP February 2011 - August 2017

Practice Manager - Endocrinology, Family Medicine, Internal Medicine, Neurology, and Pediatrics

Responsible for the management of 18 providers’ outpatient clinics and approximately 40 staff within

Grew practices within my purview by 44% over 6.5 years

Developed and maintained sound working relationships with all ancillary areas within and outside service lines

Partnered on annual capital and operations budgets over multiple cost centers

Assisted architects and engineers with the design and build-out of large scale projects and future projects for the medical group

In 2013, assisted in the implementation of a new EMR system, eClinical Works

Facilitated the onboarding of new providers and assisted them in growing their patient base and community outreach

Worked with Patient Relations, Marketing and the Executive Office regarding resolution of patient complaints and providing a proactive approach with teams on de-escalation techniques and safety measures.

CHILDREN’S MEMORIAL HOSPITAL April 1997 - October 2010

Practice Manager, Division of Orthopaedic Surgery

Daily responsibilities for outpatient clinics, surgical scheduling, revenue cycle, and division functions for 14 orthopaedic surgeons at 7 locations and approximately 12 staff

Worked with Orthopaedic Surgery Division Head with strategic goals, implementation and monitoring of goals to ensure success

Worked with Patient Relations, Public Relations and the Executive Office regarding resolution of patient complaints and providing a proactive approach with teams on de-escalation techniques and safety measures.

Partnered with the Physician Outreach to ensure new orthopaedic surgeons were being introduced to target communities as well as established physicians within the organization

Successfully opened 4 Orthopaedic Surgery satellite clinics

Growth of 25% was achieved over two years with these additions via well maintained relationships with Glenbrook Hospital and Westchester Administration.

Designed and implemented Cast Room billings sheet so all supplies and procedures were captured. An increase of 15% revenue was appreciated

Additional assignments at the request of the Chief Operating Officer of Children’s Memorial Hospital

Consultant, Division of Endocrinology, 1999 - 2000

Interim Practice Manager and Consultant, Division of Plastic and Reconstructive Surgery, 2004 - 2005

Interim Practice Manager and Consultant, Division of Otolaryngology, 2003, 2005

CHILDREN’S MEMORIAL HOSPITAL August 1993 - April 1997

Office Coordinator, Division of Cardiology

Produced, evaluated, and monitored systems for office organization in a large division setting

Developed and maintained a productive system of communication between staff and physicians

Organized work flow of office to increase efficiency and improve customer satisfaction

Educated and aided staff with learning how to identify potential problems, formulate solutions, and initiate proper measures to ensure proactive or corrective action was taken with patient and/or family complaints

UNIVERISTY OF CALIFORNIA AT LOS ANGELES, JULES STEIN EYE INSTITUTE August 1988 - July 1993

Staff Research Associate II, Supervisor

Responsible for the day-to-day operations of 3 clinical/research laboratories dedicated to ocular motility and vestibular testing

Developed and maintained multiple budgets and databases

Assisted in preparation of multiple NIH grants and listed as Key Personnel

Recruited multiple research subjects and control groups for various studies

Developed training program for rotating Ophthalmology residents, fellows, and medical students

Participated in abstract publications as well as published journal articles

EDUCATION

Loyola University Chicago, 2009 - 2010

Worked on completion of Bachelor of Arts degree in Organizational Development and Leadership

College of DuPage, 1997 - 2001

General education courses working toward Bachelor of Arts degree

Phi Theta Kappa member

HONORS

Recipient, Earl J. Frederick Award for Outstanding Team, Children’s Memorial Hospital, 2002

Recipient, Julia Porter Outstanding Employee Award, Children’s Memorial Hospital, 2000

Guest Faculty Lecturer, Joint Commission on Allied Health Personnel in Ophthalmology, Regional Continuing Education Program, 1991

Recipient, UCLA Medical Center Humanism Award, 1990

PUBLICATIONS

Ocular Movements in Essential Blepharospasm, American Journal of Ophthalmology, Demer, JL, Holds, JB, Hovis, LA: Vol. 110, Issue 6, p674-682, December 1990.

Ocular Motility Anomalies in Developmental Misdirection of the Optic Chiasm: Reply, American Journal of Ophthalmology, McCarty, JW, Demer, JL, Hovis, LA, Nuwer, MR: Vol. 113, Issue 5, p602-603, May 1992.

Ocular Motility Anomalies in Developmental Misdirection of the Optic Chiasm, American Journal of Ophthalmology, McCarty, JW, Demer, JL, Hovis, LA, Nuwer, MR: Vol. 113, Issue 1, p86-95, January 1992.

From 1985 - 1988 I worked in several private ophthalmologists in Phoenix, AZ and Santa Monica, CA as an ophthalmic technician both in outpatient settings and operating rooms as a scrubbed assistant.

Contact this candidate