Customer Service Human Resource

Hattie Grills, BS, MHA

Phone: 614-***-**** Email: ***********@*****.***

HEALTHCARE ADMINISTRATION/MANAGEMENT

Results-oriented Healthcare Administration professional with 12 years of versatile management experience resulting in improved patient care, operational performance, and financial efficiency. Highly motivated to utilize a well-rounded skill set, extensive operational experience, and corresponding education seeking a Healthcare Administration position with an organization that fosters professional growth. Possesses exceptional communication and interpersonal skills which assists in establishing a positive rapport with patients, employees, peers and senior leadership, Demonstrates an advanced understanding of Medicare, Medicaid, HMO, PPO, Managed Care products, management information systems, and state Medicaid waiver programs.

Core Competencies Include:

Budget Creation & Oversight

Strategic Planning

Research/Analysis/Forecasting

Credentialing

Change Management

Data Reporting

Financial Analysis

Auditing & Compliance

Procedural Development

Education & Training

Master of Science, Healthcare Administration, Franklin University, Columbus, OH, May, 2016

Certificate, Academy of Excellence in Healthcare, Ohio State University, Oct., 2015

Bachelor of Science, Healthcare Administration, Franklin University, Columbus, OH, Sept., 2012

Professional Experience

Zenith Home Healthcare 5/2022-current

Administrator

Collaborated with the CEO in developing and implementing financial processes and establishing standards for billing data collection, compliance, collections, and account placements.

Ensured accuracy with functions related to release of information, transcription, coding, and health data analysis.

Managed the credentialing process for all physicians and applied health personnel.

Applied change management knowledge to assist with interpreting expectations, variances, targets, and results reporting.

Collaborated with physicians and social workers to coordinate discharge planning, procedural informed consents, and release of needed supplies.

MedMark Treatment Center 5/2022-5/2023

Treatment Center Director

Manages, guides, coaches and disciplines all staff within their clinic according to organizational standards.

Provides proper training and development to ensure that all staff and contract labor.

Partners with Talent Acquisitions on recruiting of all center staff positions.

Promotes and maintains a safe environment for staff and patients.

Ensures key compliance components are met; not limited to local, state, federal, Medicare, and Medicaid requirements.

Responsible for accurate daily accounting of all cash transactions (including deposits) and financial oversight.

Responsible for oversight of all data inputs in the electronic medical records. Assuring daily data reconciliation and accuracy and ensures that patient progress and medical necessity is accurately documented.

Ensures that all patients and staff have completed all intake, admission, discharge and aftercare paperwork.

Identifies and addresses clinic needs and makes recommendations for clinic improvement opportunities along with associated ROI.

Develops and maintains a patient group session schedule for counseling staff to further strengthen the patient's bond with the clinic.

Assists in monitoring all patient activities on center premises.

Actively participates in CARF conformance and the state audit process.

Conducts the treatment team on a regular basis to ensure the highest level of patient care. Ensures all at risk for discharge patients are evaluated and specific plans are established.

Sets and communicates the local business plan by quarter for the center and the onsite team.

Monitors key performance indicators, evaluates trends, establishes goals, and monitors progress to established goals.

I AM BOUNDLESS

Practice Manager 09/15/2021-5/25/2022

Responsible for customer service and training of staff to achieve the highest level of customer satisfaction.

Responsible for data tracking elements of customer flow through the intake process, including but not limited to missed calls and calls going to voicemail

Responsible for over-sight and direction of all front office, intake and administrative support functions for all outpatient facilities.

Manages patient satisfaction and conflict resolution.

Oversees requests for medical documents, insurance inquiries, prior authorizations and responding to PHI requests within agency standards

Responsible for front office operations that ensure client health insurances are verified and accurate.

Maintains and coordinates needed office equipment repairs

Maintains and manages the standard operating practices and procedures of the following outpatient Facilities positions: Directory Assistance Operator, Intake Specialists, Front Desk and Administrative Support Staff.

Provides back up services as needed for all front office operations and functions.

Plays a key role in effectively managing client crisis intervention services and procedures to ensure the health and safety of clients, staff, and visitors

Manages all processes and procedures performed by the front office staff to ensure that client electronic medical records are maintained with accuracy, integrity and in a confidential manner that meets compliance and accreditation standards.

Assist with the generation of agency reports based upon data from the Electronic Records System.

Responsible for supervision of all front office staff including: recruitment, hiring, training, coaching, performance reviews and recommended disciplinary actions.

Develops and manages front office staff work schedules.

NEW SEASONS

PROGRAM DIRECTOR 10/2019-8/2021

Ensure compliance with all local, state, federal and Colonial Management Group, LP rules, regulations and policies.

To ensure that the clinic operates within all operating budgets including payroll, supplies and overtime.

Responsible for accurate daily accounting of all cash transactions (including deposits) and daily accounting of medication inventory at the clinic.

Provide administrative and clinical supervision to staff.

Monitor all clinic staff and contract labor in the performance of their duties and responsibilities.

Keep Colonial Management Group, LP informed, through the Regional Director, of any significant events or regulatory issues which may occur.

Establish and maintain positive working relationships with local, state and federal authorities as necessary.

Guides, coaches and disciplines all staff within their clinic according to Colonial Management Group, LP standards.

Ensure appropriate staff levels of qualified personnel are maintained in accordance with local, state, and federal regulations and Colonial Management Group, LP policies.

Provide quarterly quality assurance reviews.

Ensure a three-year accreditation award from recognized accrediting bodies through daily application and conformance with national accreditation standards.

Prepare and submit annual, quarterly, monthly, weekly and daily reports as requested and required.

Develop patient group session schedule for counseling staff to further strengthen the patient's bond with the clinic.

ABP CONSULTANTING SERVICES 12/2016- 10/2019

PROGRAM DIRECTOR

Consulted to health center facilities on; admission process, scheduling, intake, billing and collections processes for hospitals, SNF, and homecare organizations. Responsible for reviewing clients daily operational plans and assist leading efforts to achieve organization’s mission, strategic growth objectives, and financial goals.

Responsible for developing the strategy and tactics to ensure customer engagement to help to ensure and assist with satisfied customers. The role includes leading the team responsible for successful customer implementations, strategic account management and expedient customer care. Success is measured by the retention and growth of the existing client base while ensuring that the customer success team delivers cost-efficient and ensure quality service.

Reported to leadership as well as collaborate with providers and other licensed employees to ensure efficient clinical and business operations. Responsible to monitor and negotiate with contracted vendors.

Facilitated with leadership and department leaders identify areas of improvement, cultivate ideas to enhance accuracy and efficiency, and ensure all staff are working according to the department’s established processes and procedures.

VIA QUEST, DUBLIN, OHIO 8/2015- 12/2016

DIRECTOR OF CENTRALIZED SERVICES

Responsible for managing centralized delivery and execution of intake, scheduling and the authorizations unit initiatives in three states for a Home Health, Hospice and Behavioral Health service lines for three states, OH, PA, Indiana

Managed the centralized delivery and execution of intake, scheduling, and the authorizations unit.

Provided leadership, guidance, and direction to staff on matters regarding intake, referrals, the admissions process, and financial counseling.

Monitored a team of scheduling coordinators that handled five hundred call per day to ensure company’s standards of customer service and quality assurance.

MORNING STAR FINANCIAL SERVICES, COLUMBUS, OH 7/2013 – 8/2015

PROGRAM ADMINISTRATOR, State of Ohio Programs

Directed all client functions related to the Medicaid waiver program by effectively liaising between clients, contract managers, and staff to deliver quality products and services.

Enhanced service delivery by developing and streamlining both short and long-term strategies focusing on operational efficiency, ensuring appropriate staffing levels, and improving data management procedures.

Utilized the Self Empowered Life Funding (SELF) and MyCare Ohio programs with expert proficiency.

Managed the billing and revenue management for 4 State of Ohio programs with outstanding receivables of $1 million dollars.

Improved occupancy levels and visibility through successful marketing strategies and compliance auditing.

Provided supervision and direction to staff members by providing thorough training, performance feedback, and mentorship.

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