Human Resources Patient Experience

Dr. Crystal E. Marshall

Healthcare Administrative Operations Manager

*******.*********@*******.*** Upper Marlboro, 20772, United States +1-301-***-**** https://www.linkedin.com/in/marshall-380291320/

Summary

Dedicated Healthcare Administrative Operations Manager with over 13 years of experience optimizing medical facility operations. Proven track record of increasing copay collections from 75.9% to 80.33% and elevating patient satisfaction scores significantly. Achievements include leading the transition of existing facilities and managing projects like the Well Clinic. Committed to enhancing operational efficiency and patient experiences, uniquely positioned to drive continuous improvement and strategic growth in healthcare administration. Work Experience

Medical Center Manager, Kaiser Permanente, Rockville Sep 2018 – Oct 2024

Collaborated with the Physician Site Lead (PSL) to optimize Health Plan staff performance and efficiency.

Enhanced copay collections, achieving a rise from 75.9% in 2022 to 80.33% in 2023, with a target of reaching 90% by year-end 2024.

Elevated patient satisfaction scores from 67.4 to 74.5 by Q1 2024 and halved patient wait times between 2022 and 2023.

Directed projects, including the establishment of the Well Clinic and managed the transition of existing facilities.

Medical Center Administrative Manager, Kaiser Permanente, Rockville Mar 2017 – Aug 2018

Executed daily huddles and monthly meetings to enhance patient experience and service delivery.

Oversaw daily operations, staff management, and process improvements at two medical centers.

Regional Administrative Manager, MedStar National Rehabilitation Network, Washington Oct 2014 – Feb 2017

Supervised the operations of ten regional outpatient facilities with minimal oversight. Performed comprehensive quarterly chart audits across all ten outpatient facilities to ensure compliance and quality.

Administrative Operations Manager, MedStar National Rehabilitation Network, Washington Apr 2011 – Sep 2014

Controlled daily operations at the National Rehabilitation Hospital's Ambulatory Care Facility, ensuring high-quality patient service.

Administrative Operations Coordinator, MedStar National Rehabilitation Network, Washington Jul 2006 – Apr 2011

Managed daily operations for NRH's Ambulatory Care Facility, maintaining effective staff coordination and patient care.

Office Coordinator, MedStar National Rehabilitation Network, Washington Nov 2004 – Jul 2006

Oversaw the daily operations of one outpatient facility, ensuring a smooth workflow and exceptional patient service.

Education

DBA, Human Resources Management, National University, San Diego, USA Sep 2014 – May 2024

MBA, Healthcare Management, American Intercontinental University, Chicago, USA Aug 2010 – Jul 2011

BS, Management Studies, University of Maryland University College, Adelphi, USA Sep 2003 – May 2006

Skills

EPIC HRconnect Kronos OneLink SharePoint Tableau HRIS Midas Power Bi Smart Square ADP Microsoft Office Suite QuickBooks Medical Manager PeopleSoft IDX/Centricity EMR Pivot Tables Data analysis and reporting Process improvement Regulatory compliance Healthcare management Human resources Operational efficiency Patient experience Facilities management Project leadership Labor management Teamwork Communication Problem-solving

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