Medical Practice Manager with over 23 yrs of experience. Moving to NC
Resume:
Tracy Marshall
Cape Charles, VA 23310 • 757-***-****
Summary
Practice Manager
Versatile and dedicated healthcare professional with a proven track record of streamlining operations, developing policies and procedures, maximizing efficiency, and improving patient satisfaction. Adept at solving problems, thinking critically, communicating objectively, and motivating staff. Excels at creating a positive work environment and cultivating relationships with patients and staff. Driven executive with proven expertise in leading teams, coaching, and mentoring employees.
Areas of Expertise
•Strategic Planning
•Practice Management
•Policy and Procedure Development
•EMR Implementations
•Workflow & Project Management
•Improvement Initiatives
•HIPAA and OSHA Regulations
•Risk Management
•Team Management
Accomplishments
●Boosted practice's GREAT PLACE TO WORK survey score from low 50s to 98–100%.
●Successfully worked with CNO on CAP (Change Acceleration Process) for Outpatient Clinic and hospital.
●Established call center in primary care practice to answer calls for all primary care in the region.
Career Experience
Practice Manager III, Riverside Health System, Nassawadox, VA 2015 – Present
Oversee hiring and training for all employees and conduct annual competency evaluations. Establish action plans for success during meetings with staff members that require coaching or mentoring. Manage patient scheduling and throughput, physician and staff productivity, and maintenance of adequate staffing, equipment, and supplies. Prepare staff schedules, provider on-call schedules, and complete payroll in Kronos. Identify trends and develop a plan of action to address customer, employee, and physician satisfaction issues. Manage primary care offices' call center and ensure department is staffed appropriately based on call traffic and service level target. Maintain DNV standards to ensure office is compliant. Ensure practice meets MSSP ACO quality metrics. Collaborate with health coach and providers to meet practice goals on Medicare Annual Wellness Visits. Plan strategies to improve practice revenue, provider and team satisfaction, patient satisfaction, financial targets, and quality through process improvement. Serves as resource for decision-making and problem-solving, and as a liaison between physicians, management, and other departments.
●Led initiatives to exceed patient satisfaction goals.
●Achieved and surpassed goals for patient Medicare Annual Wellness Visits.
●Developed templates for providers in EPIC to ensure they were prepared to succeed in facilitating patient access and assisting providers in reaching their RVU objectives.
Patient Access Manager, McCready Health, Crisfield, MD 2010 – 2013
Managed hospital's outpatient registration departments as well as ER, lab, imaging (X-ray), collections, and outpatient doctors' offices. Oversaw hiring, training, coaching, and development of staff and completed all annual evaluations. Addressed any issues or concerns of patients and ensured high level of quality service provided to patients. Created all staff and on-call schedules and managed payroll process also. Met CFO and CNO as we were brought in as change agents for the hospital. Worked along with billing manager to ensure patient access staff was completing registration information so that billing was completed appropriately and promptly.
●Reduced errors in collection accounts and payments by bringing A/R collections in-house without requiring the hospital to add more FTEs or incur any other costs.
●Played pivotal role in implementation of EMR in Outpatient Clinic.
Additional Experience
Office Manager, Eastern Shore Rural Health System, Nassawadox, VA
Education
Degree Type in Major and Minor, Dates
Eastern Shore Community College, Melfa, VA
Certification
Medical Assisting, Institute Name, 2000
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