Emergency Department Process Improvement

Objective

High-impact Manager with a strong ability to identify initiatives and facilitate action-driven plans to support organizational growth and objectives within healthcare.

Employment

WholeLife Authentic Care

Medical Practice Manager

May 2021-current

Compliance Officer

Human Resources Officer

Oversite of business operations and patient care

Supervision of all practice staff, including Physician Assistant, Medical Assistant, Sonographer, Phlebotomist, Billing Coordinator, and Front Office Staff

Development and implementation of polies and procedures

Employee recruitment and training

Quality and compliance of metrics

Process improvement and cost saving management

Employee evaluations

Budgeting non-profit

Supply management

Billing for surgical, lab, office procedure and office visits in accordance with CMS guidelines

Live Life Well Urgent Car

Chief Executive Officer and Founder

May 2022-current

Support Medical Director

Create office policies and procedures including compliance and regulatory guidelines

Budget for office, staff, supplies and equipment

Create Marketing and social media accounts

Build EMR suite to facilitate practice needs

Texas Health Resources Willow Park and Burleson

Manager of Patient Access Outpatient Registration, Scheduling, Insurance Benefits-Verification and Emergency Department

Feb 2016-Feb 2021

Supervision of 21 Access Services personnel and one Team Lead

Developed departmental objectives, policies, and procedures to improve services provided, designs and implementation

Management and development of performance measurement reports and tools

Maintained daily access services during each shift, supporting staff training, maintaining quality, managing work volumes

Incorporated and performed daily financial services activities as well as in monitoring day-to-day operations. Exceeding Collections month over $300,000

Ensured personnel and resource budgets are met

Allocated and managed staff work functions in relation to work volumes

Delivered feedback to staff on performance and quality standards

Included performing pre-registration, point of service collections, insurance verification, workflow monitoring, and data collection with analysis

Created and developed process improvement and implementation across applications as well as hardwire process improvement

Provided staff with in-service education related to various departmental functions as well as related computer system

Drove the achievement of related KPIs

Monitored and ensured achievement customer service standards via Press Ganey; review Press Ganey scores and other patient feedback and/or complaints.

On call at multiple departments

Texas Health Resources Presbyterian Hospital of Plano

Supervisor of Patient Access Services, Emergency Department, Status Control, Birth Registry & Telecommunications Operators

Dec 2012-Feb 2016

Emergency Department Supervisor-Responsibilities:

Managed 25 Full Time Employees

Created and maintained budget requirement

Developed registration and collections process which resulted accuracy rate of 99.7% as well as increased collections

Assisted in level 2 Trauma preparations, process, and completion of designation

Actively maintained Press Ganey Scores and action plan

Created and use spreadsheets to collect, manipulate completed and report information for department projects and overall department improvements

Created and completed Monthly QA Audit

Created and produced individual team meetings

Member of Decontamination, and 96-hour sustainability Committee

Stayed abreast of applicable regulations, entity and/or system policies and procedures related to data collection, patient education, Corporate Compliance, patient rights, legal consents, release of information, JCAHO, etc. as well as ensuring the implementation of and adherence to the same

Created New Hire Procedure and Policies department specific

On-call

Status Control Supervisor- Responsibilities:

Managed two Status Employees

Created and maintained budget requirements

Realigned department with Emergency Department to ensure timeliness of bed status changes which included process improvement and implementation

Managed team schedule coordinated with Emergency Department

Ensured timeliness of consent signage appropriate to inpatient/observation status, review reports for completeness of registrations

Birth Registrar Supervisor- Responsibilities:

Managed two Birth Registrars

Created and maintained budget requirement

Oversaw process of Birth Certificates 3000+ babies per year

Complied with Attorney General Expectation and guidelines to ensure 100% accuracy and completion of Birth Certificates

Worked directly with Attorney General to ensure process within compliance of Federal and State Law

Received Certificate of AOP

Process improvement as well as implementation

On Call for Birth Registrar Department

Telecommunications Department Responsibilities:

Managed 8 employees

Developed Code Policy and Implementation of Process

Created and maintained budget requirements

Created new process for new software such as Vocera and Mmatters

Created New Hire Procedure and Policies

Created and complete Monthly QA Audit

Created and maintain schedules

Created departmental revision of call list

On-call for Telecommunications Department

Texas Health Resources Harris Methodist Hospital HEB

Emergency Department Patient Access Admissions Team Lead

NOV 2009- DEC 2012

Supervised 38 FTE

Created and maintained budget requirement

Created/Managed schedule/time off schedules

24 hr availability to all staff/on call

Team Lead of process improvement for ED Admissions and Dismissal

Exceeded Productivity and Collection goals 22 consecutive months

Monitored, tracked, and coached employees for Quality Assurance and Accuracy

Assisted in development and implementation of Quality Control

Cascade Health Care Community

Patient Access Service Coordinator-Outpatient, Scheduling, Insurance Verification and Benefits and Emergency Department

NOV 2004-OCT 2009

Supervised 158 Fulltime Employees

Created and maintain budget requirement

Created and implement new Star Revenue Cycle System training program

Worked with a team to train new hires and current hospital staff over 2,000 employees between 4 facilities

Organized and executed refresher classes for all registration staff

Assisted Director and Managers with daily tasks

Managed and covered shifts as needed between 4 facilities

Tracked/Audited errors by researching multiple systems and updating accounts

Education

University of Phoenix – Phoenix, Arizona

Bachelor of Sciences in Health Care Management and Health Care Administration

Graduation- September 2022

University of Phoenix – Phoenix, Arizona

Master Of Business Management

Graduation- 2023

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