Personnel Assistant Administrative Officer

Shirley Pugh

*** ********* **** *********, ** ***22

919-***-**** *******.****@*****.***

Career Summary

Highly capable healthcare professional, ten years of Trauma 1 Hospital management experience; clinical proficiencies, and a Master’s of Science in Health Administration with a concentration in Healthcare Management.

Business Unit Management…Continuous Quality Improvement…Patient Care & Relations…HR/Staff Training & Supervision…Data &Records Management…Budget Control…Cost Analysis… CPT, ICD-9, HCFA, ADA CDT insurance billing Billing…Statistical Analysis…Accounts Payable/Receivable…Payroll…Purchasing…Inventory Control…Marketing…Grants & Contracts…Project Management…Volunteer Connections

Windows XP; Microsoft Word, Excel, Power Point; Outlook; Desk Top Publisher; QuickBooks; Data Management Systems; Hyperion; Lawson; Beacon; SAP; Kronos; EZ-Claim; IMS-Fox Meadows; Dentrix; Eagle Soft, Webcis, Star, Volunteer Connection

Caretaker: Facility Administrator, Therapeutic Foster Parent, Foster Parent, Companion, Mediator

Work Experience

Center for Child and Family Health Durham, North Carolina

Clinic Business Manager 2019 - Present

Developing business management goals and objectives that tend to growth and prosperity

Designing and implementing business plans and strategies to promote the attainment of goals

Ensuring that the company has the adequate and suitable resources to complete its activities

Ensuring the efficiency of business operations as well as setting strategic goals for the future

Design and implement business plans and strategies to promote the attainment of goals

Organize and coordinate operations in ways that ensure maximum productivity

Identify patient reimbursement issues, ensuring that claims, denials, and appeals are efficiently processed, and resolving billing-related issues.

Correctly coding diagnoses and procedure

Process initial credentialing and re-credentialing applications of practicians.

Screening practitioners’ applications and supporting documentation to ascertain their eligibility.

Gather and data for NC Tracks application and for the completion of CAQH APP.

Collect and file additional documents relevant to the maintenance of practitioners’ license and certification to practice.

Collet information from the National Practitioner Data Bant (NPDB), the applicant and their malpractice insurer, and other relevant sources.

Identify discrepancies in information and conducting follow-ups.

Supervise the work of employees and provide feedback and counsel to improve efficiency and effectiveness

Maintain relationships with partners/vendors/suppliers

Gather, analyze and interpret external and internal data and write reports

Assess overall company performance against objectives

Represent the company in events, conferences etc.

Ensure adherence to legal rules and guidelines

Working across functions with peers in other groups to ensure collaboration for shared goals

Shirley Pugh Page 2

Interacting with senior management for reporting

Working with senior management and other peers for strategy development and execution planning

American Red Cross Durham, North Carolina

Volunteer Recruiter 2018 - 2019

Develop recruitment strategies to attract and identify Red Cross volunteers

Assist in the overall goal of American Red Cross by mobilizing the power of volunteers

Conduct on-site targeted recruiting activities to obtain volunteer applicants tracked to

referral and approval

Implement in-person and digital strategies for ongoing recruitment

Maintain relationships with key volunteer recruitment agencies/organizations,

market segments and population for strong candidacy

Develop strong staff relationships to identify recruitment sources or partners

Evaluate and modify ongoing recruitment strategies through lessons learned

Assist and maintain accurate records of potential and actual volunteer leads

through electrical systems

Produce monthly volunteer activity status reports as instructed

Post opportunities

Approve hours

NC Department of Public Instruction Raleigh, North Carolina

Program Assistant 2012 – 2014

● Developed, trained, and evaluated, instructional & classroom material

● Trained staff on systems and processes within the department

● Conducted and coordinated continuing education classes and/or seminars

● Orchestrated and processed travel for staff for reimbursement

● Scheduled and arranged for special events and conferences

● Managed building and maintenance repairs

● Processed payments for special operational accounts

UNC Health Care System Chapel Hill, North Carolina

Clinic Manager/Administrative Officer 2000 – 2009

● Served as Administrative Officer to Director of Emergency Services and Carolina Air Care

● Managed all aspects of multi-physician medical practice and office logistics from physician-employee-patient

Scheduling, network connectivity (e.g., satellite office, laboratory) billing, insurance, physician contracting with insurance

companies. Independent physician associations-hospitals, purchasing, marketing, payroll, reconciling practice financials for

accountants and financial advisors.

Coordinate and Support organizational wide initiatives.

Managing PO’s and Contracts for the Directors and Executive Team Communicating financial and goal results and key performance indicators to direct reports. Facilitating goal-level creation for the broader function and working with managers to ensure the goals cascade to all workers

Acted as a liaison between the physician, employee, and patient in a clinical and business setting.

Implemented new paperless system.

Launched computerized office workflow.

● Created office documents using Microsoft Word and Excel.

● Presented treatment plans for patients.

● Presented financing options for patient using fee plan

● Maintained patient records and accounts, review and consulted on coding techniques and fees

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● Reviewed and maintained insurance and patient aging reports.

● Entered patient and insurance payments on ledger

● Maintained daily deposit.

● Knowledgeable of medical procedures, diagnosis; and anatomy and physiology

● Responsible for renewing and maintaining records for physician’s federal and state licensures.

● Developed and managed practice’s in-house billing and collections department, increasing revenue from deficit to over

100% accounts receivable in 1 year of management

North Carolina Central University Durham, North Carolina

Personnel Assistant 1999 – 2000

● Performed administrative duties to assist the Compensation and Position Description Manager and operations of the office.

● Conducted record checks. Review a variety of records for suitability and personnel security purposes.

● Prepared Reports of Investigation (ROI) summarizing information and stating pertinent facts.

● Entered and tracked data in the Personnel Investigations Processing System.

● Built productive, collaborative relationships with employees, and HR business partners.

● Assisted with employee relations.

● Reviewed resumes and applications sent in by job applicants.

● Maintained employee files and the HR filing system.

● Advised employees and helping them make informed decisions about their careers.

● Scheduled interviews for job applicants.

● Assembled new hire information packs.

● Responded to applicants regarding job openings.

● Planned and coordinated HR presentations and training sessions.

● Used word processing software and printers to create a variety of documents and reports.

Kept up-to-date with the latest HR trends and best practices.

Prepared job postings for vacancies.

● Welcomed new employees and arranged induction programs for them.

● Prepared Employment Correspondence (New Hires, Promotions, Transfers, Temporaries);

Duke University Healthcare System Durham, North Carolina

Admission Coordinator/Patient Relations Representative/ 1989 – 1999

Administrative Assistant/Staff Assistant

● Supervised and coordinated essential daily office operations including medical copying, collections, invoicing, financial

records, phone/fax inquiries, marketing efforts, and customer service.

● Conducted advanced scanning of medical records, interacting with numerous doctors and office managers.

● Received and interviewed patients; extracted and compiled data; and recorded pertinent information. Developed

knowledge of Medicare/Medicaid regulations, nursing process, and rehabilitation concepts.

Partner with Division Chief(s) regarding all leadership aspects of division(s), including decision-making, stewardship of resources, and communication to division regarding operational/financial plans and updates as they relate to faculty/staff.

Serve as primary administrative liaison with faculty, administrative and professional personnel concerning University/PDC policies and procedures, personnel administration, clinic management, research administration, financial services and budgetary preparation, reconciliation, and control.

Supervise and coordinate the work of designated employees; manage human resources activities to meet University, Departmental, and Divisional objectives; advise faculty on employment, salary administration, Oversee and manage the overall operations and financial performance of select divisions/programs to ensure appropriate and efficient utilization of resources to meet department/divisional goals and objectives across all three missions.

Direct financial and regulatory operations within departmental and institutional fiscal and productivity guidelines; analyze and prepare annual budgets; manage unrestricted and restricted clinical practice, education, and research funds.

Lead and coordinate new business development and clinical practice initiatives.

Identify, develop, and execute cost reductions and service improvements in all three missions.

Develop and execute strategic plan for division, including goals, tactics/initiatives and key measures that align with departmental and institutional objectives.

Provides overall administrative management and coordination of various business-related functions including finance/budgets, human resources, space/facilities planning, research and education administration, academic and faculty support, and policy interpretation as the highest-level administrator in the Division.

● Trained new employees regarding admission processes and procedures, ensuring quality control and outstanding customer

service.

● Identified problem accounts with payers; investigates and corrects errors, follows-up on missing account information, and

resolves past-due accounts.

● Answered inquiries by phone regarding past-due accounts and insurance guidelines, researched incorrect addresses for

past-due accounts.

● Contacted responsible party to resolve delinquent accounts; prepares payment plans and monitors adherence to plans by

responsible party; directs accounts to outside collection agencies when necessary.

Education

Master’s of Science Degree in Health Science, Concentration in Healthcare Management, 2009

University of Phoenix, Phoenix, Arizona

Bachelor’s of Science Degree in Business, Concentration in Business Management, 1988

North Carolina Central University, Durham, North Carolina

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