Jerrell Hightower

Los Angeles, CA ***** 213-***-**** ad000l@r.postjobfree.com

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PROFESSIONAL

SUMMARY

Experienced clinic leader with a proven track record of managing multiple objectives and driving positive outcomes. Skilled in clinic administration, staff management, and data-driven decision-making. Fluent in English and Spanish. Able to maintain a calm demeanor in stressful situations and adapt quickly to changing circumstances.

SKILLS

• Motivational Leadership

• Clinic Administration

• Staff Management

• Fluent in English/Spanish (medical

terminology)

• Makes data-driven decisions

Critical thinking

• Able to maintain a calm demeanor

and think clearly in difficult,

stressful, or troubling situations.

• Easily adapts to changing

circumstances

• Proficient with Microsoft Office

programs

• Proficient in eClinicalWorks

• HIPAA and Confidentiality

Compliance

• Patient Flow

• EMR - E-Clinical Works

• Clinical education

• Clinical planning

• Clinic administration

• Clinical observations

WORK HISTORY

REGIONAL CLINIC DIRECTOR 09/2021 to 02/2023

St Johns Community Health Los Angeles, CA

• Responsible for planning, coordinating, and executing clinic operations at all sites within an assigned region consisting of 5 clinics, 1 mobile clinic, and provider scheduling team

• Hired, trained and supervised employees to maintain team of high performers.

• Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.

• Enforced adherence with HIPAA regulations and other relevant laws and regulations to maintain compliance.

• Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out.

• As a high-impact leader, coached Clinic Managers to implement dramatic performance improvement to reduce patient cycle times by 20%, increase access and deliver an overall better patient experience

• Coordinate and oversee day-to-day operations to ensure the delivery of high-quality patient care and optimal patient experience.

• Support the Clinic Managers in driving the successful implementation of clinic policies and procedures.

• Provide leadership and oversight at each assigned site

• Provide administrative, operational, and managerial support to the Director of Clinic Operations.

• Covered as Clinic Manager for my assigned clinics to provide support when needed.

CLINIC MANAGER 03/2007 to 02/2021

St Johns Well Child & Family Center Los Angeles, CA

• Implemented policy changes and communicated information and procedures through organizational staff meetings.

• Strengthened and aligned daily operations with patient needs based on collected feedback and continuous improvement plans.

• Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.

• Complied with OSHA and HIPAA laws and regulations to maintain compliance.

• Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out.

• Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.

• Conducted frequent clinic walk-throughs to maintain safe work environment.

• Supervised day-to-day operations of facility, complying with strict corporate policies and guidelines.

• Supported entire practice's staff, which boosted efficiency and improved overall process flow.

• Employed active listening and interpersonal talents to effectively interact with various individuals, including physicians, patients and fellow employees

• Implemented policies and procedures created by upper management for effective practice management.

• Ordered supplies needed and kept tabs on inventory levels.

• Supervised daily operations of physician practice, overseeing 25-45 staff members across all departments

BENEFITS COUNSELOR 09/2005 to 01/2006

St Johns Well Child & Family Center Los Angeles, CA

.

• Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for medical coverage program eligibility such as Medi-Cal, and My Health LA

• Explained eligibility details and affordability options to patients with kindness and respect.

• Conducted interviews with applicants, explaining benefits process and which programs were available.

• Reviewed criteria for different aid programs to determine eligibility for various applicants.

FRONT DESK RECEPTIONIST 09/2004 to 02/2005

St Johns Well Child & Family Center Los Angeles, CA

• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.

• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.

• Scheduled, coordinated and confirmed appointments and meetings.

• Resolved customer issues quickly and notified supervisor immediately when problems escalated.

• Answered multi-line phone system and transferred callers to appropriate department or staff member.

• Collected room deposits, fees, and payments.

• Completed data entry and filing to keep records updated for easy retrieval.

• Maintained confidentiality of sensitive data to protect customer and business information.

• Trained new team members on company procedures, customer service and issue resolution.

CALL CENTER SUPERVISOR 01/2006 to 03/2007

St Johns Well Child & Family Center Los Angeles, CA

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.

• Trained team members on performance metrics and consumer behavior identification.

• Supervised 15 call center agents in providing excellent customer service to callers requiring assistance for medical and various issues.

• Executed Monthly Performance Plans with representatives to to identify production gaps.

• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.

• Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.

• Created team rotations to man center effectively during peak hours.

• Prepared agendas and took notes at meetings to archive proceedings.

• Managed scheduling for agents and product specialists to foster increased productivity.

• Coordinated with other departments to provide smooth execution of sales initiatives.

• Facilitated regular team meetings to discuss challenges, successes and strategies.

• Communicated customer feedback and complaints to team members to promote proper resolution.

EDUCATION

Associate of Arts General Studies 06/2003

El Camino College, Torrance, CA

High School Diploma 06/2000

. Crenshaw Arts-Technology Charter High School, Los Angeles, CA

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