Manager Clinical Research

Tracy DeSpain

Garden Grove, CA *****

**************@*****.*** 714-***-**** linkedin.com/in/tracy-despain-a1ab1623

Clinical Operations Management

System Conversions Training Clinical Research Process Improvement

Motivator and innovator able to review and assess each process to determine how to better serve staff and the customer

Expertise in clinical operations and supply management, skilled in handling complexities in internal/external healthcare development opportunities. Establish priorities and meet deadlines via skillful use of human and material resources. Strengthen regulatory compliance and excellence in patient outcomes balanced with financial success.

Customer Success Sales Support Healthcare Contract/Policy Compliance

Prior Authorizations/Billing/Collections Claims Adjustment/Handling Payer Relations

Professional Experience

NEVRO, Redwood City, CA 2016-Present

Healthcare Paralegal

Deliver physician support with denied spinal cord stimulator patients. Manage all encompassing departmental training program from development to execution to include existing and newly hired staff.

Develop and execute training program for existing staff, conduct instructional classes and assess retention by using departmental evaluation testing.

Streamline system that improves staff work flow by implementing departmental database improvements and developing QuickBase work flow improvements

oMatch incoming intake to database intake forms and removed added keystrokes in prior authorization process.

Provide immediate physician order visibility and eliminated fax option by creating distinct provider portal.

Key Project: Patient Appeals Process

Defined, planned and implemented spinal cord patient claim appeals process. Executed appeal on all denied cases inclusive of full patient chart review, patient appeal letter development, and communication with provider on appeal needs. Overturned more than 60 denied cases within 6 months of hire.

NEWPORT BEACH HEADACHE/PAIN CLINIC, Newport Beach, CA 2014-2016

Director, Clinical Operations/Clinical Research Coordinator

Corporate Training Manager/ Systems Specialist

Delivered full practice valuation, staff assessment and training and systems needs for newly acquired medical provider offices. Oversaw operational systems and led medical groups, departments and personnel. Maintained computer software selection and upgrades.

Administered recruiting, file maintenance, data entry and programming for 5 clinical research studies ensuring compliance with all state and federal regulations.

Increased authorizations for Worker’s Compensation and commercial payers by developing work authorization team improvements,

Handled company-wide training to include 5 clinical offices and corporate staff training and providers.

Conducted FDA (Food and Drug Administration) audit that did not reveal negative findings for spinal cord stimulator clinical trial, resulting in passage of audit.

Key Project: IT System Development/Workflow

Identified system conversion necessary to bring practice up-to- date on PQRS (Physician Quality Reporting System) to Medicare, and pain management templates for EMR/EHRs system. Trained staff on newly implemented system.

Tracy DeSpain **************@*****.*** Page Two

NEWPORT BEACH HEADACHE/PAIN CLINIC (cont’d)

Streamlined office visit intake for back office staff and physicians by developing template(s) for evaluating pain management.

Decreased denial ratio up to 50% by originating Worker’s Compensation template(s) to capture all necessary data for patient reporting to carrier.

VERTOS MEDICAL, Alviso, CA 2012-2014

Manager, Appeals Team

Maintained day-to-day operations. Handled system conversion and department development from ground floor.

Built and managed appeals team department for company-wide sales support.

Key Project: National Coverage Audit

Authored letters with physicians challenging CMS (Center for Medicaid/Medicare Services) on critical coverage outcome. Resulted in NCD (National Coverage Determination) that allowed clinical study to gather more data on product efficacy.

Key Project: Appeals Process Implementation

Hired, trained and developed staff. Created Letters of Appeals based on payer policy. Reviewed provider Account Receivable invoices and provided payment assessment. Facilitated system conversion from Excel format to Web- based program, Salesforce. Engaged in conference calls with providers for education and payment goals.

TEAM POST OP, INC, Irvine, CA 2006-2010

Manager, Operations/Human Resources/Regulatory Affairs

Provided management leadership as SME provider. Managed all Operations/Human Resources systems. Maintained computer software selection and upgrades. Negotiated fee-for-service contracts and initiated new agreements.

Managed order intake, billing, collections, and customer service teams for orthopedic DME (durable medical equipment) provider.

Handled all benefit questions and changes, and conducted open enrollment to ensure optimal employee enrollment.

Assured regulatory compliance by reviewing employee performance reviews, including PIPs (performance improvement plans), disciplinary actions and terminations.

Managed employee development and training that supported environment of excellence in customer service and ensured compliance with all state and federal laws, and organizational policies.

Ensured positive outcomes by managing all Medicare and onsite state site visits.

Key Project: Community Health Accreditation Program (CHAP)

Achieved CHAP accreditation and resolved all 21 negative findings by advising executive team. Resolved issues concerning HR record-keeping compliance, outdated organizational policies/procedures, and training documentation.

Conducted CHAP audit by creating more than 300 slide PP presentation and conducting all encompassing company-wide training that included field staff.

Ensured compliance by auditing all Human Resource files and examining all employee policies and procedures, resulting in complete revision.

Education

Bachelor of Science (BS), Business coursework, Southern New Hampshire, Online (New Hampshire)

Anticipated graduation 2018

Associate of Arts (AA), Paralegal, South Coast College, Orange, CA

Technical Skills

Microsoft Word Excel PowerPoint Outlook

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