Kayla N Ferrel

adc99i@r.postjobfree.com • Brentwood TN • 317-***-****

Compassionate, highly skilled professional with extensive experience in assisting patients with rehabilitation through formulating and implementing physiotherapy programs, conducting therapeutic exercises with patients, and devising treatment plans to cater to patients’ needs. Possess strong business acumen as demonstrated with establishment of medical center. Utilize exceptional interpersonal skills to cultivate amicable relationships with patients and staff to drive efficiency and client satisfaction.

•Operational Management

•Health Insurance Claims

•Risk Assessment & Analysis

•Healthcare Management

•Training and Coaching

•Customer Service

•Customer Service Management

•Process Improvement

•Administration

Career Experience

District Patient Support Lead – Executive Leadership Team, Results Physiotherapy, Nashville TN 2019 to Present

Drive revenue streams and exceptional clinical service delivery for Southeast Middle Tennessee clinics. Analyze data, streamline operational processes, and set organizational goals for staff in collaboration with Regional Vice President and District Operations Leader (DOL). Supervise 16 clinic managers and ensure availability of resources to lead teams. Handle rejected insurance claims, zero collected, open notes, conduct billing to resolve and resubmit claims for proper payment, and submit daily metric reports to DOL/RVP. Collate physician referral data and trends to present to Account Manager for marketing opportunities. Preside over ongoing training and policy/procedural changes to administrative duties at multiple sites. Serve oversight role to ensure coverage for PDO, manage overtime, and approve timecards for 66 employees.

Awarded for delivering Best Patient Outcomes and named District of the Year at National Leadership Conference.

Assisted with development and implementation of Concierge and Telehealth platforms to fulfil patient needs during COVID-19 pandemic.

Release $7K+ in unbilled claims daily and provide mentorship to PSLs to mitigate error.

On-boarded six clinic managers and support staff over three-month period.

Patient Support Lead 2017 to 2019

Oversaw support staff teammates to manage front office operations; engaged with district leadership team including Clinical Director to discuss strategies for conflict resolution, business growth, clinical excellence, and professional development. Managed clinic scheduling, customer service, billing, and resolved/resubmitted rejected insurance claims for payment. Conducted one-hour performance appraisals with administrative employees. Facilitated training and communicated policy/procedural changes to staff. Prepared weekly statistical reports detailing referrals and visit information to ensure clinic profitability. Acquired pre-certification and authorization to ensure compliance with insurance regulations.

Led Hermitage Clinic to win Clinic of the Quarter for 3/3 quarters.

Health Coach, Sharecare, Franklin TN 2015 to 2017

Offered one-on-one telephonic coaching to moderate risk individuals to reduce health risk factors and promote wellbeing by applying motivational interviewing coaching strategies. Educated members on annual biometric results and made recommendations for healthier lifestyle to enhance outcomes of future biometric tests. Guided team through quality assurance guidelines to drive engagement. Liaised with Blue Cross Blue Shield(BCBS), Cigna, Aetna, and Anthem vendors. Shared KPIs and metrics with colleagues to generate profit and operational efficiencies.

Managed over 50 unique wellness programs for various states and prominent Fortune 500 clients.

Spearheaded all engagement activities as Advisory Lead for team of 17 coaches.

Utilized Trans-Theoretical Model Stages of Change to manage caseload of 125 members.

Facility Designer, Trintas, Bloomington IN 2014

Designed 2.9K square foot fitness center at college apartment. Managed budget of $170K to purchase fitness equipment, sauna, hot tub, and towel service.

Cardiac Phase 3 Personal Trainer, YMCA, Bloomington IN 2014 to 2015

Integrated clients’ medical history, exercise contraindications, and medical research to devise bespoke workout plans for women to attain personal health goals as part of final senior class. Conducted analysis of DEXA scans, lipid profiles, and client medications to develop effective exercise program. Administered fitness assessments such as cycle ergometer, wait to hip ratio, BP, skinfold testing, sit and reach, push-up-test, grip test, posture, and gait analysis to track clients’ progress. Executed senior fitness assessments namely 8 feet up and go, 6-minute walk test, chair stand, arm curl, two-minute step test, chair-sit and reach, back scratch test and Range of Motion (ROM) to measure population fitness averages.

Prescribed and implemented exercise program resulting in the reversal of osteopenia and reduced arthritis pain.

Corporate Wellness Internship, Next Generation Personal Training, Bloomington IN 2014 to 2015

Spearheaded hourly personal training sessions for diverse clientele several times per week; led bi-weekly body weight and loaded barbell group exercise classes for four to 30 participants. Collected blood samples and conducted medical history interviews under supervision of NGPT Physician.

Developed free blood pressure reduction program for participating weight loss clients resulting in majority of clients lowering blood pressure and BMI.

Education

Master of Business Administration (MBA), Healthcare Management 3.8 GPA 2017 - 2018

King University, Franklin, TN

Strategic Management, Accounting for Managerial Decision Making, Managed Healthcare, Economics of Strategy, Qualitative & Research Methods, Business Law

Bachelor of Science in Kinesiology, Major: Health Fitness Specialist 2011 - 2015

Indiana University, Bloomington, IN

Product Management, Exercise Physiology, Fitness Management, Motivational Interviewing, Biology, Kinesiology

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