Medical Assistant Mental Health

SULAY A. THOMPSON- FIGUEROA

Healthcare/ Healthcare Technology implementation and Operations Manager/ Lead Client Success Executive

Official Member of the National Society of Leadership and Success

Versatile healthcare professional with 17+ years of experience leading patient care services administrative operations and management. Instrumental in implementing electronic health record management systems, increasing efficiency and effectiveness through the creation of inter-departmental initiatives, training programs, protocols and procedures such as Key Performance Indicators, Standard Operating Procedures, training manuals, and rapport building of key stakeholders .Articulate communicator and exceptional leader with proven abilities in developing high performing teams. Adept at combining a rich mix of detail with planning and goal setting skills. Multilingual in Spanish, French, and English.

•Healthcare/Healthcare Technology Management and Operations

•Customer and Client Success Management

•Vendor Relationship Management

•Operational Workflow Management

•Organizational Process Improvement

•Implementation and Execution Processes

•Patient Care Account Services

•Regulatory Compliance

•Project Process Management

•Conflict Resolution and Negotiation

•Staff Training, Onboarding & Leadership

•Public Health Care Model Consultant

Career Experience

Operational Implementation and Account Manager, Maxim Regenerative Health Services New York

6 month Temporary Contract 2020

Redesigned, developed, and implemented the operation workflow processes of the Call Center Team members including the established of workflow entailing the back-end set up efforts of a CRM and EMR on then and then connecting them through API’s to form one seamless flow. Single-handedly authored and developed the training manual for the EMR and the CRM system while uploading 40 operational templates in the backend

• Established communication workflow routes for effective, timely, intra and interdepartmental communication, leading to a 45% productivity increase within the Care Coordination department

• Created guidelines for SOP development, meetings template, onboarding script draft development, and virtual consultation preparation guidelines for patients/members communication and engagement

• Monitored client’s budget, explaining costs, and negotiating new terms if necessary while analyzing large amount of data and generating weekly progress reports for evidence-based decision making

• Forecasted and tracked key account metric while communicating the progress of monthly initiatives to internal and external stakeholders

Senior Customer Success Manager/ Senior Patient and Client Services Administrator, Progyny Fertility Benefits New York

2019-2020

Led and administered efficient patient care services, while managing world-renowned Fortune 500 accounts to meet and exceed set business objectives.

Managed 2,000+ patient fertility treatment program enrollments, ongoing case supervision, patient escalation prevention and resolution.

Oversaw client success through nurturing maintenance of business relationships with high profile clients, executives, providers, and reproductive endocrinologists across all 50 US states.

Led and accomplished 10 projects within first 4 months of employment resulting in 35% increased organizational operational efficiency.

Trained and optimized professional performance success of 20+ junior team members through the development of training structure, content, coaching, and mentorship.

Practice Development and Project Manager/ Client and Patient Acquisition and Retention Specialist, Metro Urgent Medical Care New York 2018 to 2020-Merger

Directed day-to-day administrative operations of 3 branches supporting operational processes of clinic workflows and client retention aimed at maximizing business expansion. Directed hiring training, work schedules, and performance monitoring efforts of all staff to achieve productivity goals.

Spearheaded maximization of operational efficiency by revamping and introducing workflow processes, protocols policies, SOP’s, KPI’s and QA system.

Increased new patient acquisition by 25% by playing a key role in managing CRM deployment and creation of marketing strategies and implementation of innovative patient care quality initiatives.

Spearheaded client acquisition and retention increase rates by 43% through negotiating and closing of client contracts for occupational and physical medicine branches and effective vendor management processes

Clinical Operations Manager/Nationally Certified Clinical and Administrative Medical Assistant

NYP/Columbia University Medical Center- Morgan Stanley Children’s Hospital New York 2016-2018/ 2 year Contract

Regulated and supervised coordination of all patients and parent’s services Monitored Vital Signs of all incoming patients, and entered all updated information, including medications and patient histories in EMR system

Executed seamless NYP/Columbia University merger through seamless coordination of services of over 5000+patients and 10 Medical Providers in outpatient Pediatric Cardiology Outpatient Unit.

Moderated and facilitated all both New York Presbyterian Staff and Columbia University employees’ operational and management processes and protocols during critical corporate merger period.

Served as administrative point-of-contact, communication liaison, meeting facilitator, and coaching specialist for medical and clinical staff.

Senior Command Center Clinical Healthcare Technology Operations Supervisor and On-boarding Coordinator, Pager-Beeper Medical Services, P.C New York 2016-2017

Administrative Supervisor and Liaison of all Nurses and Care Coordinator while facilitating adequate operational communication, teamwork, and patient clinical and administrative care. Headed all clinical operational support ascertaining the highest quality of clinical and care of all patients within the New York and New Jersey Markets

Spearheaded the development of the Command Center formation through recruitment, interviewing, training, and supervisory efforts of all administrative and medical staff

Created and authored over 48 training checklists enveloping all operative workflows, protocols, content, and processes of the Command Center.

Monitored and managed over 14 technical operative clinical and administrative computer systems at one time while performing as a lead and mentoring guide for colleagues.

Practice Development Manager/ Senior Nationally Certified Medical and Administrative Patient Services Executive, New York Reproductive Medical Services New York 2015 to 2018

Surgical Assistant and Administrative Coordinator of all outpatient services. Planned, prepared, and executively prepared of daily finance, operational, and medical reports including revision of insurance pre-Certifications, verification of insurance eligibility, revision and verification of patient cases, maintenance of HIPAA laws and discussion of future patient plan of action and treatments needed

Managed and reconciled financial records of over 300+ patients. Implemented and inspected accuracy, soundness, and seamless coordination of all financial program enrollment including treatment administrative oversight.

Directly operated in-house Laboratory while responsible for drawing over 40 daily patients’ blood samples and development of processing and packaging procedures.

Oversaw and provided direct clinical medical assistant for all Point of Care testing and assisted in all surgical procedures.

Nationally Certified Clinical and Administrative Medical Assistant/ Lead Clinical Operations Specialist, DocCare New York 2010 to 2015

Directed all patient cases management and inventory supply operations, while maintaining maximum patient care quality. Lead Manager of clinical integrity and accuracy including supervision of Triage and verification of all patient record integrity.

Provided direct administrative medical assistance through coaching and mentoring efforts including the facilitation of the translation of Spanish (Non-English speakers) patient’s medical inquiries and educational materials.

Provided direct clinical medical assistance through performance of all in-house testing for various specialties including but not limited to PCP, Urology, Podiatry, Neurology, Dermatology; performance of Federal Drug Screens and Medical Clearances for surgeries.

Responsible for direct Medical Assistant training, management, and ongoing professional development of 15+ junior members.

Education

Master’s in Public Health and Health Administration, Capella University, Completion: December 2020

Bachelor in Biology and Pre-Medical (Graduated Magna Cum Laude), St. John’s University Completion: June 2008

Professional Training & Certifications

New York Medical Career Training Center

Honors Graduate and Licensed Phlebotomist Technician by the New York State Department of Education

Endorsed by Med-CA Bureau in Medical Terminology

Practical Infection Control Endorsement from MedCA

Medical Interpreting Training School

Professional Spanish Medical Interpreter

Alison Learning Center School

Diploma in the study and clinical application of Anatomy and Physiology

Expert A Rating

Expert Level Medical Biller

Certified Clinical Medical Assistant- Certified by the National Healthcare Association

Certified Medical Administrative Assistant- Certified by the National Healthcare Association

Certified in (CPR and AED) (BLS-C) and First Aide by the American Heart Association

Certified in Advanced Cardiac Life Support by the American College of Emergency Physicians

Certified Medical Billing Specialist Expert Level- Certified by Expert Rating - an ISO 9001:2008 company, certified by TÜV SÜD America.

Certified Phlebotomy Technician by New York State Department of Education and Med-CA

Certified Endorsement by Med-CA in Medical Terminology

Certified Mental Health First Aide by the National Council for Behavioral Health

Certified National Pharmaceutical Sales Representative

Graduate of NAPSRx’S Pharmacology/Pharmaceutical Sales Training Program

Member in Good Standing of the AAPC- American Academy of Professional Coders

AlcoPro

Breath Alcohol Technician: DOT and Non DOR Regulations & Alco monitor CC Proficiency

Alco monitor CC Instrument Operation Proficiency

DOT Rules & Regulations for Alcohol Testing (49 CFR, Part 40)

DOT and Non DOT Specimen Collector Observer Training

American Academy of Professional Coders

•CompTIA Project+ (Project Manager) - certifies the knowledge and skills of professionals in project management and “validates the ability to initiate, manage and support a project or business initiative

Technical Institute of America

Basic and Intermediate Excel Certification

MedCA

Endorsement in Practical Infection Control Measures

New York City Department of Mental Health

Certified Adult Mental Health First Aide Responder

Udemy Courses

Certification in Writing with Flair: How to Become an Exceptional Writer

Certification in Time Management and Productivity Best Practices: Get More Done

Certification in Effective E-mail Communication: Enhancing Your Voice at Work

Certification in How to Manage Difficult Conversations: Beginner’s Guide

Certification in Advanced Communication Skills for 21st Century Leaders

Certification in Salesforce Dashboards, Reports, and List Views

LinkedIn Learning

Management Tips Certificate Course of Completion

Communicating in the Language of Leadership Certificate Course of Completion

Teamwork Foundations Certificate Course of Completion

Critical Thinking Certificate Course of Completion

Leading Remote Projects and Virtual Teams Certificate Course of Completion

Executive Decision Making Certificate Course of Completion

How to Be a Good Mentee and Mentor Certificate Course of Completion

Google Analytics Essential Training Certificate Course of Completion

Technical Hard Skills (Examples- Subject to Additions)

Active Campaign

Adept in 10+ EMR back-end and staff/patient facing set-up implementation and operations processes

Adobe Photoshop

Asana

Atlassian Confluence

Atlassian Jira

Atlassian Trello

Airtable

Cloud Contact Center Software Solutions

Discord

Google G Suite

Google Analytics

Lucid Chart

Monday.com

Microsoft Office

Microsoft Excel

Microsoft PowerPoint

Microsoft Teams

Microsoft Outlook

Salesforce

Slack

Tableau

Zendesk

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