Multi-faceted and performance driven professional

Fe Balista-Davis Operations Strategist

**@*********************.*** 919-***-**** Goldsboro, NC 27530 Multi-faceted and performance-driven Operations Strategist Professional. Successfully maintains a highly productive, efficient, and quality-focused environment at all times. A dedicated and compassionate professional with proven experience in clinical and clerical aspects of healthcare and business. Strong focus on detail with the aptitude to deliver the highest level of customer service, and patient and physician satisfaction. Interpret financial reports/data to effectively manage the office and inform stakeholders about the business. Areas of Expertise include:

Human Resource Management Contracts & Credentialing Forecasting & Budget Management

Health & Safety Operations

Materials Management

Leadership Management

Risk Management & QA

Project & Program Management

Workload & Personal Development

Lean Six-Sigma

MS Office Suite

Operational Management Collaboration & Communication

Google Workspace

Professional Experience

UnitedHealthGroup Telecommuter - 2022 - present

Supports families with special needs navigate through the healthcare system COMPLEX CUSTOMER CARE REPRESENTATIVE SR.

Manages and serves families with special needs enrolled in the Family Engagement Center. Advocates and empowers families to resolve issues and fast-track resolutions. Provides additional community resources and connects with healthcare liaisons in order for the members to get a better understanding of claims and procedures. Serves as the point of contact to assigned families for end-to-end resolution. Plans and organizes family accounts on various systems. Ability to de-escalate situations, manage complex cases, and translate complex terminology in order for the families to comprehend. Key Accomplishments:

● Strong focus on putting members’ needs at the center of decisions

● Promote good relationships between team members encouraging feedback from members on the services available

● Flexibility to excel in the various systems with constant learning and change

● Streamline processes to promote efficiency and accuracy on a daily basis

● Coachable mindset focused on professional development The Structured Approach Goldsboro, NC 27530 2020 - present Ensure the successful operation and strategy across businesses and personal development OPERATIONS STRATEGIST

Understand the market, market trends, and competitive dynamics. strategy to identify new problems on the horizon, and consistently manage the team’s roadmap toward the most valuable questions. Develop opportunities and insights; backs recommendations and decisions with data. Understands projection models, headcount forecasts, and budgets, and helps set business and team targets. Monitors forecasts vs actual to identify and address opportunities to collaborate cross-functionally to achieve goals. Executes quickly and efficiently. Hands-on when required, but constantly striving to reduce inefficiencies and manual overhead. Removes operational barriers to team success. Drives operational alignment and execution across key stakeholders, day-to-day operations, and selects go-to-market teams to prioritize and deliver on project initiatives, as well as enable the organization to achieve its financial, project, and operational goals.

Key Accomplishments:

● Develop strategic direction and management of the day-to-day operations and goals of the business.

● Promote good relationships between team members and stakeholders encouraging feedback from clients on the services available. 1

Fe Balista-Davis

● Initiate and develop management policies and procedures to encourage continuous quality improvement in the services provided.

● Streamline processes to promote efficiency and accuracy on a daily basis.

● Establishes daily, weekly, monthly, and annual goals EMPOWERMENT COACH

Provide support to busy families with children with special needs to find balance in their life so that they feel empowered and confident each day. Assist in time management and time blocking techniques. Create streamlined processes to manage daily, weekly, and monthly tasks. Produce realistic goals for family members to contribute as a team. Serve as a resource for family members and provide guidance on situational experiences.

Key Accomplishments:

● Structured system on goal setting

● Attainable results

● Positive client testimonials

● IEP Family advocate for multiple families

● Experienced parent of two adult children with Autism The Weingarten Institute for Neuroscience Tumon, Guam 2017 – 2020 Provided overall support and leadership

PRACTICE MANAGER

Provide monthly reporting with recommendations or action plans on any issues; interpret financial reports/data to effectively manage the office. Examine business & liability insurance policies then research variables to find compatible coverage with lower premiums to reduce overhead. Act on own initiative in prioritizing and managing workload, delegating tasks appropriately, and referring to The President of The WIN in respect of clinical areas as necessary. Maintain strong working relationships with all hospitals, surgery centers, and medical reps. Uphold awareness of current affairs and potential threats/opportunities by communicating effectively with the Practice and other outside organizations. Ensure that effective systems are in place to support the development of individual staff members, including appraisal, performance review, and mentoring. Key Accomplishments:

● Developed strategic direction and management of the day-to-day contracting and networking management.

● Established good relationships between staff and patients encouraging feedback from patients on the services available.

● Initiated and developed management policies and procedures to encourage continuous quality improvement in the services provided to all patients.

● Implemented and strategized the company’s first Electronic Health Record.

● Developed and maintained policies and procedures to meet the financial objectives of the company. Guam Regional Medical City Dededo, Guam 2014 - 2017 Orchestrated the daily operations and trained staff on internal policies and procedures OPERATIONS MANAGER

Facilitated the training and onboarding of more than 50 employees, including specialized roles of nurses, technicians, and physicians. Led patient representatives and medical assistants on daily operations. Directed the cross-training of personnel to effectively utilize employees as well as to build skill levels. Optimized technology, standardized processes, and procedures identified and resolved workflow issues, and created job descriptions. Ensured clinical staff maintained all required certifications. Delivered accurate 2

Fe Balista-Davis

responses to IT concerns and analyzed data to provide a clear approach to operational proficiencies. Analyzed data and presented results to senior leaders to identify trends and report deficiencies for any team resources. Key Accomplishments:

● Increased accounts receivable, reimbursement amounts, and reduced turnaround time through proper documentation and research of current insurance standards.

● Improved patient satisfaction and the internal wellness plan enrollment, and the number of patients; drive to achieve site goals.

● Collaborated with cross-functional departments to continue to improve physician productivity and assisted each physician on the internal electronic health record (EHR) system.

International Health Providers Dededo, Guam 2013 - 2014 Oversaw various account details and maintained strict compliance with all internal objectives PATIENT ACCOUNT MANAGER

Maintained accurate and timely collections of balances to ensure a balanced deposit each day. Led a team of Patient Service Representatives by consistently mentoring individuals on the internal protocol. Communicated with patients and various insurance companies and other departments to resolve patient accounts. Resolved system reports such as aged accounts receivable and unallocated payments reports. Answered patient questions, inquiries, and concerns regarding their accounts and trained new employees on all aspects of Patient Account Representative responsibilities. Key Accomplishments:

● Created the operational policies and procedures and ensured strict adherence to these objectives.

● Collaborated with staff resources to resolve problems, provide resolutions to internal challenges, and mitigate future challenges within the department.

Seventh-Day Adventist Clinic Tamuning, Guam 1998 - 2013 Performed business objectives and administrative activities and provide guidance across multiple departments BUSINESS OFFICE ASSOCIATE

Maintained organization best practices and ensured logistical operations were strictly followed. Upheld the office schedule to ensure day-to-day business needs were met and provided exceptional customer service by appropriately answering patient concerns, forwarding messages, and confirming appointments as necessary. Audited and electronically billed Medicare claims and facilitated staff training on insurance coverage Ensured all current patient information was updated and collected appropriately according to the organization and industry standards. Followed policies and procedures to assure customer confidence and protect operations by keeping information confidential.

Key Accomplishments:

● Excelled within a deadline-intensive environment, ensuring the accurate and on-time completion of all projects.

● Conducted audits on patient claims and secured all patient demographic information, resulting in improved patient outcomes and greater internal productivity.

Staywell Insurance Hagatna, Guam 2010 - 2011

Performed complex audits and responded accurately to customer concerns and issues HEALTHCARE CLAIMS AUDITOR

Analyzed data and reviewed contracts to identify claim payment errors. Precisely completed appropriate claims paperwork, documentation, and system entry, while assisting management with training of new employees and offered assistance to coworkers 3

Fe Balista-Davis

with questions. Evaluated all evidence with the ultimate goal of creating positive outcomes for patients’ claims. Communicated and worked effectively within a team and individually to complete various special projects within set timelines. Key Accomplishments:

● Partnered with management to track trends, improve processes, and quality of data to facilitate process improvements, and minimize denials and reductions in reimbursement.

Education & Training

Bachelor of Science in Healthcare Management, Exp. 2023 COLORADO TECHNICAL UNIVERSITY Colorado Springs, CO Minor in Project Management Certifications: Family Engagement Center Training Program Lean Six Sigma Green-Belt ASIST Certification Leadership Management BLS Certification Customer Service Patient Safety Committee Member Refuse to be a Victim Certification Employee Appreciation President Subject Matter Expert, Allscripts, ClinicSource, Kareo, Genesis Electronic Health Records 4

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