Management Customer Service

Nedal Walker

***** ****** ***** ***** **********, Texas 77356 832-***-**** ******@*****.***

HEALTHCARE MANAGEMENT PROFESSIONAL

Revenue Cycle Management…Process Improvement…EHR Implementation

Results-driven Management Leader with solid experience in the startup and turnaround of healthcare operations. Skilled in front office operations, technology implementation, compliance regulations, staffing and training. Conversational in Spanish with strong planning, organizational and leadership qualifications. Excellent coach and mentor. Knowledgeable of ERISA, FLSA, OSHA, HIPAA and Meaningful Use compliance regulations. Unmatched drive and ambition.

KEY SIGNATURE STRENGTHS

Office Administration Budgeting & Reporting Regulatory Reporting & Compliance

Staff Recruitment & Training Technology Implementation Contract Negotiations

Patient Relations Document Management Vendor Relations Procurement Operations

Performance Management Community Outreach Policy & Procedure Development

PROFESSIONAL EXPERIENCE

VICTORY HEALTHCARE, The Woodlands, Texas 2011 – 2014

Assistant Vice President, Torch Patient Referral Department, Intake Operations

Retained to manage centralized intake operations at the corporate headquarters with full responsibility for a staff of 18, all precertification, preregistration, insurance verification and surgery scheduling for eight surgical hospitals.

Promoted to Assistant Vice President and charged with developing and directing the operations of the Torch Patient Referral Call Center comprised of 18 Torch navigators and central intake representatives.

Accepted leadership for training, performance management, process improvement, budgeting, forecasting and daily operations.

Utilized insurance verification and historical carrier reimbursement to perform case costing to determine procedure profitability, and presented findings to physician partners and executive team.

Collaborated with attorneys to negotiate contract rates for surgery cases.

NORTH CYPRESS MEDICAL CENTER, Cypress, Texas 2007 – 2011

Center Manager

Challenged to lead the turnaround of an underperforming out of network facility experiencing pushback from patients, scheduling issues and subpar revenue performance.

Accepted leadership for all staffing, training, performance management, budgeting, process improvement and reporting.

Developed and facilitated a training program, and recruited/mentored a team of schedulers.

Implemented Meditech scheduling and created schedules and procedures for Radiology, Cath Lab, Cardiology, Physical Therapy, Sleep Lab, Pain Management and Breast Cancer units and the Epilepsy Center.

Nedal Walker Page Two

PROFESSIONAL EXPERIENCE (Continued)

Simplified the scheduling process, initiated new reporting to track productivity, and cultivated/restored relationships with patients that resulted in aggressive growth, from 1,000 to 3,000+ procedures monthly.

CENTER FOR ORTHOPEDICS & SPORTS MEDICINE, PA, Tomball, Texas 2003 – 2007

Office Administrator

Contributed in the startup, growth and expansion of this new orthopedic clinic in North Houston.

Assumed leadership for policy and procedure development, front office operations, patient relations, insurance verification, procedure precertification, regulatory compliance, vendor management, inventory control, scheduling and reporting.

Implemented Medisoft program and coordinated front office operations to drive efficiencies.

Assisted in growing the clinic from the ground floor to one of the leading orthopedic clinics in North Houston.

PAPPAS RESTAURANTS, Houston, Texas 1994 – 2002

Floor Manager/Trainer/Bartender

Seven-year career highlighted by a series of increasingly responsible positions based on exemplary management and servant leadership talent.

Facilitated two-week training programs on customer service excellence, conflict resolution and quality assurance.

Managed and empowered 50+ employees with full responsibility for all front-of-the-house operations.

EDUCATION & CONTINUING PROFESSIONAL DEVELOPMENT

Business Management, University of Houston, Houston, Texas

Management Training Program, Pappas Restaurants

Operations Management • Revenue Cycle Management • Physician Relations • Strategic Planning • Business Process Improvement • Staff Recruitment & Development • Call Center Management • Meditech EHR • Optimum IMed EMR • Visio • Excel • IT Project Management and Implementation • Columbia Ultimate • Epic

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