Kendra Thompson

**** *. ***** ***** ********, AZ 85338 480-***-**** adv7tp@r.postjobfree.com

Respected and collaborative partner and leader in the business/healthcare operations. Thoughtful mentor in training and developing cohesive strong teams to improve patient services and care, while prioritizing and execution of complex projects to achieve superior outcomes. Knowledge and proficiency in business, revenue cycle, physician/employee relations, retention, practice acquisitions, strategic, recruiting, and financial planning. Proven experience and performance of the highest level of patient/customer, physician, and professional relations and services.

Core competencies include:

Strategic Planning and Execution

EMR Expertise in Professional Billing, Clinic & Hospital Operations & Procedures, and Scheduling

Organizational Development/Succession Planning

Recruit, Coach, Train, Mentor and Lead High Performance Staff/Providers

Performance Measurement/Benchmarks/Metrics

Business Analysis/Process Improvement

Problem Solving and Conflict Resolution

Business Development/Acquisitions/Clinic Expansions

Committee Development

Knowledge of Surgical, Hospital & Clinic Practice Management

^Relevant Knowledge of Policies & Laws

Contracts & Employment Agreements

PROFESSIONAL HISTORY

2019 to Current: District Medical Group, Phoenix, AZ- Division Administrator

Oversee daily clinic operations for 17 clinics: Neurology, Neurosurgery, PCP, Orthopedics, Internal Medicine, Behavioral Health, Pediatrics, Weight loss, OT, PT, RT, Radiology, Genetics, Pulmonary, and GI

Develop and forecast operational budgets for each clinic ($1 to $8 million annually): labor, capital, revenue, and expenditure, etc.

Responsible for physician relations including practice management, onboarding activities, support, practice development and problem resolution, employee and physician relations, and performance reviews

Work with hospital and ambulatory line of Medical Directors, DMG President & CFO to establish strategic business processes to achieve operational objectives and growth strategies

Created reports, gathered data, to report to the c-suite regarding performance, revenue, expenses, growth, etc.

Write, negotiate, and manage contracts for providers, vendors, and organizational partnerships

Human resources functions, but not limited to: compensation and payroll, determine competitive wage rates, recruiting & hiring processes, employee relations, retention strategies, etc.

Involved in project management for clinic expansion/Acquisitions

Accomplishments:

Provide analytical/consulted services for revenue cycle performance and workflow improvement to resolve issues that resulted in initial/final denials, AR, timely filing, and collections

Developed a process and created a MA/Med Receptionist pool to reduce agency usage by 50%

Created/manage a Nurse Practitioner Float pool to cover provider’s time off request/FMLA

PROFESSIONAL HISTORY

2014 to 2018: Banner Healthcare, Mesa, AZ- Sr. Practice Manager

Oversee daily clinic operations for a team of 20 staff and partner with Lead Physician for 8 Banner physicians, 10 Locum physicians, and 18 Community physicians

Manage the GI and Neurosurgery locum physician program and billing for Desert hospital

Partner with 4 different East Valley hospitals and 2 West Valley hospitals on ER call coverage, operations, and patient issues

Responsible for physician relations including practice management, onboarding activities, support, practice development and problem resolution, employee and physician relations, and performance reviews

Coordinate and submit financial data as required to complete billing report

Select, train, coach motivate, evaluate, mentor, and direct workflow of staff

Involved in project management for clinic expansion/construction

Handle and resolve patients and employee issues, complaints, and concerns

Process practitioner credentialing, data collection and record management system

Participate in creating the annual operating budget and strategic growth plans for the clinics

Accomplishments:

Increased collections (Annual goal 100%) increased by 85% in 2014, 2015-109%, 2016-114%, 2017-135%

Exceeded anticipated budget revenue for 2014, 2015, 2016, and 2017

Developed process for more efficient use of staff between multiple clinics representing a 20% improvement to operating budget

Cultivated trust between the various BMG/Banner departments and the practice staff and providers

Steered the revision of workflow to accommodate evolution from NextGen to using Centricity software application

PROFESSIONAL HISTORY

2011 to May 2014: Norton’s Urogynecology, Louisville, Kentucky-Sr. Practice Manager II

Oversee daily clinic operations for a team of 15 staff and 9 physicians (4 clinics-Peds GYN, Behavioral health, OB, And Urogyn)

Maintained compliance in areas such as OSHA, HIPAA, Coding issues, law & regulations and updating Policies & procedures

Responsible for inventory and purchases of medical equipment and supplies

Attended and conducted meetings, as required to carry out responsibilities

Steered the revision of workflow to accommodate evolution from paper charts to using EPIC software application

Coordinated and submitted financial data as required to complete billing report

Monitored and directed all functions affecting cash flow, Account Payable & Account Receivables

Recruited, hired, trained, and coached of staff and Human Resource functions

Managed, communicated, and controlled the factors that affected the budget

Engaged in external & internal community relations with program chairs to meet curricular objectives with training and placement

Accomplishments:

Project manager for clinic growth construction expansion

Oversaw EMR transition from paper to EPIC program

Evaluated, developed, and implemented new business opportunities that benefited the community and company

Worked with providers to increase productivity from MGMA 30%tile to 50%tile

2008 to 2010: The Hubbard Clinic & Outpatient Surgery Center, Louisville, Kentucky – Director Human Resource /Office Manager

Led HR management initiatives to influence positive outcomes for HR activities; planned, directed, and oversaw employee relations, staffing, compliance, and benefits programs to optimize business performance, employee satisfaction, disciplinary actions, and maintain compliance with all internal and external HR requirements.

Conducted employee on-boarding, investigated accidents; ensured compliance with EEO, ADA and OSHA requirements.

Evaluated, developed, and implemented new business opportunities that benefited the community and company

Engaged in external & internal community relations with program chairs to meet curricular objectives with training and placement

Accomplishments:

Integral in leading to a 50% decrease in attrition; created an employee centered HR department to enhance staff morale and optimize performance.

Saved the organization over $40K by researching and identifying benefit administration cost savings opportunities.

Managed, communicated, and controlled the factors that affected the budget

2007 to 2009: Brown Mackie College, Louisville, Kentucky - Contract, Adjunct Instructor

2007 to 2009: ATA Career Education, Louisville, Kentucky – Contract, Adjunct Instructor

Designed, facilitated, and presented adult-centered learning activities for students in Human Resources, Medical Assisting and Business Office classes; monitored progress, and created an environment conducive for effective learning.

Engaged in external & internal community relations with program chairs to meet curricular objectives with training and placement

2007 to 2008: Pinnacle Staffing Inc. Florence, Kentucky – (Contract Site) HR Manager/Division Manager

Through decisive leadership and tactical business approach, grew business and revenue results for this staffing organization; utilized a fresh approach in identifying high quality candidates, provided career guidance, optimized business matches, and selected only top performing candidates to meet client job orders.

Implemented a full-time hire program in the Frankfort & Florence Kentucky, and the Plainfield, Indiana facility to optimize business relationships with manufacturing clients; reduced turnover from 300% to 23%.

2004 to 2006: Buehler Foods, Inc., Jasper, Indiana - Director of Human Resources

Maintained HR management responsibilities for 1500-3000 employees in 48 stores throughout Kentucky, Illinois, North Carolina, Virginia and Indiana regions; developed and implemented HR programs to drive effective employee relations, staffing, and compliance goals.

Standardized safety, training, compensation, and employee satisfaction policies; created a new and effective Orientation and Mentor program, enhanced overall morale, increased retention by 30% and decreased absenteeism.

Developed a career education curriculum and instruct employees in one-on-one for succession planning

2004 to 2005: RETS Institute of Technology, Louisville, Kentucky – Contract, Adjunct Instructor

Increased student retention by 50% by creating an environment dedicated to interactive learning, and motivated students to develop broad-based skills to optimize performance in future medical industry related careers.

EDUCATION AND PROFESSIONAL DEVELOPMENT

Bellarmine University, Louisville, Kentucky

2007: SHRM - SPHR Preparation Course

Webster University, Jeffersonville, Indiana

2002: Master of Arts, Human Resource Management

2002: Master of Arts, Human Resource Training & Development

Sullivan University, Louisville, Kentucky

2000: Bachelor of Science, Business Administration

Health Institute of Louisville, Louisville, Kentucky

1995: Licensed Practical Nurse

Professional Affiliations

Business Professional Women (BPW)

Society for Human Resource Management (SHRM)

Volunteer Services

Breast Cancer Society

Catholic Charities

Phoenix Rescue Mission

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