Customer Service Practice Manager

Professional Summary:

Experienced Healthcare Practice Manager

Great Problem Solver and Critical Thinker

Experience In Lean Concept Process Improvement

Positive and motivated Practice Manager, continuously improving practice and patient care standards

100% of New Patients scheduled within 24 hours of appointment request

Increased New Patient Volume resulting in substantial growth to the clinics.

Top Priorities - Employee Engagement, Patient Satisfaction and Patient & Employee Safety

Professional Experience

Trinity Health / Holy Cross Medical Group (2021 – Present)

Regional Practice Manager – The Women’s Center

Manage and lead the operations of 6 busy Ambulatory outpatient practices, consisting of Breast Specialty, Cardiology, Endocrinology, Gynecology, Family Medicine and Urogynecology.

Supporting 15 Physicians and 13 staff members ranging from PA-C’s MA’s, RN’s, Surgical Coordinators, Referrals Coordinators, Supervisors, & Patient Care Coordinators.

Provide leadership and coaching to direct reports.

Ensure daily practice needs are met promptly and patients provided with Concierge service based on established high expectations resulting in meeting or exceeding the organizations Press Ganey Goals

Ensure accurate and timely charge entry and posting / revenue cycle by collecting all Co-pays at time of visit and ensuring all coding for surgeries are entered in a timely fashion.

Ensure adherence to all joint commission standards and patient safety standards

Conduct annual staff reviews, address staff training opportunities and issues.

Monitor daily physician practice workflows and EMR dashboards to ensure productivity levels are met.

Brigham and Women’s Hospital (2019-2021)

Practice Manager – Obstetrics & Gynecology Practice (OB/GYN)

• Oversees all day-to-day practice operations

Responsible for overall coordination of support staff as it relates to physician support, registration, appointment scheduling, customer service, sensitivity to patients and/or family members, work schedules and coverage.

• Responsible for hiring, corrective action and overall human resource management

• Facilitates a strong working relationship between support staff and physicians.

• Ensures staff proficiency in all hospital based and approved systems.

• Determines implements and evaluates any and all needs of the practice.

• Works closely with the hospital billing staff to ensure time capture and submission of charges. Ensures completeness and accuracy of coding and submission.

• Responsible for all appointment scheduling functions.

• Facilitates efficient patient flow through the practice and is accountable for any patient related issues or concerns.

• Works with department administrator and nursing director to maintain a state of regulatory compliance and readiness in all practices.

• Assists providers with provider schedules and template changes.

• Demonstrates and mentors staff members to be patient centered within their interactions, customer service, general communication and emphasizing good organizational skill management.

• assignments, equipment, projects, policies and procedures.

• Implements process improvement strategies while engaging staff members to enhance and improve efficiencies.

Signature Medical Group

Practice Manager – Obsterics & Gynecology Practice & Family Medicine (2015 – 2019)

Responsible for Leadership and Management Operations for a OB/Gyn & Family Medicine Practices

Supporting Physicians, NP and 12 staff members ranging from Medical Assistants, Nurses, and Patient Experience / Scheduling staff.

Establishing and maintaining open communication with staff, patients, providers and the main hospital

Managed the day to day operation of all three practices.

Supported all staff with Health-Stream’s Education, BLS, etc.to ensure compliance.

Maintained medical and office supplies.

Extensive Problem Solving and Critical Thinking

Developing and executing the strategic plan and goals for the practice, focusing on Safety, Quality, People, Value and Employee Engagement.

Conducts financial reviews of practice operations with employed physicians on a monthly basis.

Develops and implements procedures to ensure efficient processing of work, which includes Co-Pay collection, Referrals, Prior Authorizations, Radiology Orders

Boston University Medical Center (2011- 2015)

Practice Manager - The Center for Infectious Diseases & HIV Primary Care Clinic

Manages operations and budget responsibilities for the Clinic.

Provides direct oversight of all clinic areas to ensure all Ambulatory Standards of patient care, service excellence and patient flow are met.

Result driven manager able to achieve and maintain the following results over a fiscal year

oIncrease New Patient Volume by 10%

o100% of New Patients scheduled by set turnaround time

Implements projects that support service standards and improvements, such as access, patient satisfaction, wait time.

oLeader of the Patient Experience / Satisfaction Committee

oImplemented the Wait time monitor in the waiting room

oImplemented Rooming and Rounding

Manages support staff; organizes and oversees work schedules and assignments to meet operational needs.

Develops and implements process to ensure efficient processing of work including time of service

co-payment, referral management, pre-registration, scheduling all internal and external appointments.

Works actively as a 'hands on' manager in the clinic areas.

Oversees physician and nurse visits.

Directly responsible for hiring, corrective action, performance review and termination.

Senior Administrative Coordinator – Department of Otolaryngology Head & Neck Surgery (2010 – 2011)

First point of contact for the department which includes receiving, screening, and handling incoming calls, mail, publications, or other correspondence.

Responsible for developing and maintaining positive working relationships with staff, internal departments and outside parties that interact with Department of Otolaryngology.

In addition to the administrative requirements, overseeing project or process oriented activities for various physicians within the practice.

Heavy calendar management for a total of ten (10) physicians.

East Boston Neighborhood Health Center (2006 – 2010)

Manager of the Referral Department

Responsible for managing Referral Coordinators, while maintaing office operations and workflows. Recruiting, selecting, orienting, and training new employees.

Maintains office staff job results by coaching, counseling, and disciplining employees. Planning, monitoring, and appraising job results.

Completing all incoming and outgoing specialty referrals for the Health Center.

Reviewed and processed all diagnostic/ radiology specialty and miscellaneous referral requests for all practices throughout the health center. Obtained the necessary managed care authorizations for all external specialty appointments.

Curascripts 2003 – 2006 Oncology Case Manager

Provided reimbursement assistance for Oncology patients and doctors offices on a daily basis with various chemotherapy drugs.

Interacted with field based sales, physician offices, client partner and managed care insurance companies.

Reviewed, analyzed and managed Oncology patient case work for the west coast territory, while communicating effectively with all parties involved in the process.

Blue Cross and Blue Shield of Massachusetts 2000 - 2003

Manager of Member Services & Enrollment (2002 – 2003)

Coached and mentored associates and supervisors on performance, productivity and quality.

Contributed to a positive work culture and positive associates/peer relationships.

Lead, motivate and support associates in achieving business results and corporate goals.

Ensure service levels and quality results are met by utilizing the Centervu Phone System.

Ensure improved member satisfaction results.

Identified, planned and developed data to support appropriate staffing and resources needed to achieve business results and goals.

Supervisor of Blue Card Customer Service and Claims (2000 – 2002

Served as a primary control point for inventory management.

Oversee associates in the managers’ absence to ensure operations are meeting and exceeding corporate standards and performance guarantees.

Education:

Cambridge College

Masters Degree in Health Care Management

GPA: 3.8

Professional Society Memberships:

MGMA-ACMPE

Professional Women’s Association

Practice Mangers Association

Additional Skills:

Lean Management Process Improvement System, Microsoft Office (Access, Excel, Outlook PowerPoint, Word), Allscripts, IDX Medical System, Epic Care, Avaya, Centervu & Symposium Cisco, Phone Systems, E-Portal –Electronic Referral System.

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