Manager/Leader
Resume:
Carol F. Lepp
West Columbia, SC 29170
********@*****.***
OBJECTIVE:
To obtain a full-time on-site or remote B Suite Healthcare Operations or Consultant position where my many years of experience and skills can truly make a positive impact on not only the patients, team members, and the organization, but also on me.
AT A GLANCE:
●26+ years of experience
●Comfortable communicating and collaborating with all team member levels
●Revenue Cycle savvy
●Skilled in project management/practice reorganization
●Financially responsible and budget conscious
●Able to analyze data and predict future outcomes
●Compliance, quality and safety professional
●Matrix & non-matrix exposure
●Flexible & adaptable professional comfortable with multiple projects
●Well-versed in Change Management
●Passions:
*Patient Satisfaction
*Team Member Recruitment,
Onboarding, Retention, Growth
and Development
*Employee Engagement
*Diversity & Inclusion
*Emotional Intelligence
*Exceptional Customer Service
*Continuous PI
*Open Communication &
Transparency
*Teamwork and a Positive
Culture
*Work/Life Balance
SKILL SETS:
●Various EMR system experience including Epic, Allscripts, & Athena
●Various app experience including Teams, Workday, UKG, Power BI, Pulse Power, Eoscene, Microsoft Office 365 (Outlook, Word, Excel, PowerPoint), SharePoint, Learning Hub, Smartsheet, TelMediq, NRC, and PDS portal
●Comfortable and disciplined working in an office or remote environment
●Claims, Denials, & No Charge Management
●Process Improvements/Initiatives
●Change Management
●Building relationships, trust, and creating a culture of psychological safety
●Creating and uniting teams, promoting teamwork, and leading through collaboration
●Project Management and Practice Reorganization
●Able to balance the wants and needs of both providers and organizational leadership
●Tracking KPI’s, Metrics, etc. and partnering with teams to meet goals
●Recruiting, Onboarding, and Retaining all team members including managers and providers
●Providing boots on the ground support as needed
DETAILED RELEVANT
EXPERIENCE:
Prisma Health
Practice Manager II
Department of Surgery
Urology & Colorectal Surgery
November 2022 - present
●Daily operational oversight of 2 surgical specialty practices with a combined generated revenue of +/- $15M
●Extensive reporting, tracking, and data analytics
●Oversee both inpatient and ambulatory charges, claims and denials management; routinely run reports of inpatient no charges and reconcile as appropriate
●Attend monthly financial meetings and prepare/present financial, practice, and patient experience statistical data to leadership/providers monthly and team members quarterly, and/or upon request
●Operate under specific FY Goals that include Quality and Safety, Denials Management, Patient Experience and Patient Portal activation/utilization
●Perform payroll for direct reports and provide overall payroll oversight utilizing UKG
●Collaborate with any/all departments as needed on a multitude of projects simultaneously
●Continue to enhance and expand my professional development through interdepartmental Learning Collaboratives, LEAD training, Learning Hub modules, and LinkedIn Learning
●Strive to maintain a collaborative partnership with division chiefs, supervisors, and nurse managers in my assigned practices
●Attend and/or lead various in-person and Teams meetings with departmental leadership, providers, practice leaders, and staff; prepare PP presentations and conduct meetings utilizing a specific cadence; coordinate the scheduling of specific meetings and cancel/reschedule as needed
●Oversee and coordinate monthly in-person and virtual Grand Rounds
●Screen applicants, conduct virtual and in-person interviews, disposition candidates, and hire new team members utilizing Workday; oversee onboarding protocols for all Team Members and APPs and subsequent follow up
●Input job requisitions, gather needed statistical data/justification to complete AWC requests and SBARs; provide data for Pro Formas as requested by VP
●Perform HR-related functions utilizing the Just Culture Algorithm; recognize, praise, mentor, and coach team members on a consistent basis; hold one-on-ones with team members and perform frequent practice rounding; handle performance evaluations; hold seek to understand meetings; consult with HRBP prior to having difficult conversations addressing performance/attendance issues and further disciplinary steps such as a PIP, admin leave, suspension, and termination
●Coordinate Physician Candidate Site Visits; develop itineraries, schedule tours and meetings with appropriate organizational physicians, department heads, and executive leaders; coordinate dinner reservations and schedule all attendees; coordinate and schedule a practice lunch with all providers and key leadership at the practice; oversee the site visit to include escorting candidates to meetings at different facilities and ensuring adherence to a very rigid schedule
●Responsible for the onboarding of all physician and APP new hires, PRN providers, Locums, and Prisma Health Upstate providers to include Epic training and at the elbow support, hardware/software requests and fulfillment, able to access needed software and apps, obtain and ensure correct badge access at various entities, prepare itinerary for first day and distribute as appropriate, and any other items needed to provide a successful experience; accompany/escort providers initially and as needed through the first day process
●Lead and/or participate in departmental and leadership daily huddles
●Practice and promote open and continuous communication
●Process invoices, create and approve supply requisitions, spend authorizations, and expense reports through Workday
●Analyze patient experience survey results in real-time, MTD, YTD, etc. in NRC to identify areas of opportunity for improvement; involve team during the process to identify improvement area, brainstorm, perform root cause analysis, create SMART goals; implement, measure and monitor, tweak as needed, and adopt or abandon; encourage input, teamwork and inclusion
●Provide and expect exceptional customer service; utilize AIDET
●Develop and monitor provider schedules both ambulatory and inpatient; collaborate with providers to develop and implement workflows for improved efficiency, effectiveness, and the patient experience
●Collaborate with division chief(s) to tweak call schedules; input call schedules in TelMediq; share call schedules with all providers, leaders, and team members; review and revise as needed
●Provide oversight of departmental compliance/QI/QA/safety/infection control; investigate and complete reports for risk occurrences using PulsePower, perform practice rounding audits and complete Eoscene reports as required; provide provider and team member education and/or implement new workflows as needed
●Work in collaboration with the credentialing department to facilitate provider credentialing and recredentialing by the organization as onboarded and required
●Maintain provider licensing and certification spreadsheet to ensure legal and ethical compliance
●Facilitate the privileging process by working with both the provider(s) and the department; review and revise APP WPAs annually; ensure all required signatures are obtained; send updated copies to credentialing
●Partner with IT to create provider schedules in Epic; implement changes as needed
●Partner with OR and hospital leadership to create, maintain, and/or revise OR surgery schedules/specialty blocks
●Develop and maintain project management tracker reports and update leadership weekly
Beaufort Memorial Hospital
Lady’s Island Internal Medicine
January 2022 – June 2022
Practice Manager
(left due to moving back to the Columbia area)
●Daily operational oversight of a 5-provider internal medicine/primary care practice to include leading and directing all administrative and clinical functions
●Developed and implemented staffing plans to balance minimization of overtime with appropriate care coverage; responsible for the direct scheduling of all staff, securing PRN employees, and providing backup as needed
●Provided direct oversight of and implemented needed improvement in KPI’s to include MIPS requirements, HEDIS measures, PCMH requirements, Care Coordination functions, financial goals, Press Ganey patient satisfaction scores, and quality and safety measures per JCAHO
●Actively implemented and promoted a culture that enhanced and improved provider and staff engagement
●Served as a member of the Employee Engagement Committee for the organization
●Developed and monitored provider schedules; implemented workflows to improve efficiency, effectiveness, and the patient experience
●Closely monitored POS collections and implemented continuous improvement in all financial areas as needed
●Processed biweekly payroll for all staff
●Daily oversight of claims lists, resolved billing issues to ensure coding and billing compliance, maximized reimbursement, and improved patient satisfaction
●Monitored and secured all practice inventory to include medical, pharmaceutical, and administrative supplies to ensure effective operations
●Coordinated training and professional development for all staff
●Interviewed and hired potential candidates for available positions
●Assisted in the onboarding and training of new staff and providers
●Handled employee corrective action and disciplinary procedures as needed
●Collaborated closely with Practice Operations Administrator regarding practice status and apprised her of any issues or concerns
●Attended daily department head meetings and provided updates/reports as needed
●Provided oversight of departmental compliance/quality improvement and served as a CQI Committee member; investigated and completed reports as needed for risk occurrences; provided education and/or implemented new workflows as needed
Hampton Regional Medical Center
Coastal Plains Physician Practices
September 2021 – January 2022
Department Head/Practice Administrator
(left due to 2 hour commute time & gas expense)
●Responsible for the overall daily operations of Coastal Plains Primary Care (CPPC) and Coastal Plains Physician Associates (CPPA)
●Provided leadership, direction, motivation, and education to all practice employees in multiple specialties to include general surgery, orthopaedics, family medicine, internal medicine/cardiology, and pediatrics; total staff includes 5 physicians, 1 surgical PA, 1cardiology NP, 1family medicine NP, 1 clinical coordinator, and 20+ administrative, clinical and radiology support staff
●Provided support to visiting affiliate providers consisting of 1 urologist and 1 oncologist
●Assessed, determined, created, and implemented process improvement initiatives in all areas of both practices
●Responsible for overall physician practice financials in both the ambulatory and inpatient settings; provided strong, hands-on involvement in all billing and coding functions for all practice providers and services
●Responsible for the credentialing and recredentialing of all providers with participating insurance companies; maintained all CAQH provider profiles
●Responsible for all HR related functions to include the interviewing, hiring, and onboarding of employees; provided disciplinary actions, PI plans, and terminations as needed
●Ensured consistency in quality and compliance with all rural health regulations to maintain RHC designation at CPPC
●Provided oversight of weekly community COVID testing at CPPC
●Responsible for the overall communication and training for all practice providers and staff
●Held weekly administrative meetings, and monthly staff and provider meetings
●Collaborated with all hospital departments/department heads for key services such as imaging, marketing, purchasing, environmental services, business office/accounting, HR, etc.
●Attended daily department head meetings and provided updates/reports as needed
●Provided oversight of departmental compliance/quality improvement and served as a CQI Committee member; investigated and completed reports as needed for risk occurrences; provided education and/or implemented new workflows as needed
●Instrumentally involved in the redesign of Hampton Regional Medical Center’s website and served as a website committee member
Specific accomplishments while in role:
1.Implemented an Employee Engagement Initiative to improve communication, involvement, and morale through the following:
2.Due to that absence of staff-wide email access, created employee information centers at both practices which were used to provide practice/organization-wide communication, news, changes, and information; implement consistent employee recognition, announce special events; spotlight positivity and teamwork
3.Held consistent meetings which included culture specific team-building activities
4.Coordinated staff events to ease employee stress and increase a team mentality
5.Developed and created Employee Orientation Binders consisting of key practice and organizational information, role-related education, and expectations
6.Developed and authored the organization’s first practice specific Virtual Health Services Manual for Coastal Plains Physician Practices which encompassed all policies, procedures, appropriate consents, compliance standards, etc. for the delivery of telehealth services in the Coastal Plains ambulatory setting
7.Redesigned the scheduling workflow for orthopaedics to enhance efficiency and effectiveness
8.Developed and implemented a purchasing policy and procedure to streamline supply ordering for both practices
9.Developed and implemented a more organized and efficient provider credentialing workflow
10.Successfully led all practice staff through the implementation of a new EMR and the addition of in-house billing on October 1 (one month after employment began)
11.Participated in the interviewing and hiring of a surgical PA and ensured a successful onboarding experience
Lexington Medical Center
Lexington Pediatric Practice
October 2008 – August 2021
Practice Administrator
(would prefer to discuss reason for leaving in person)
●Provided oversight of the overall operations of 2 pediatric practice locations with a combined generated revenue of 7+ million dollars
●Provided leadership, direction, motivation, and inspiration to a combined team of 35 staff members to include 7 pediatric physicians and 2 APP/CLC’s
●Was responsible for the management and implementation of all administrative and clinical functions to ensure smooth and efficient operations; ensured practice locations were staffed appropriately
●Oversaw provider performance by closely monitoring appropriate scheduling, visit and procedure statistics, monthly and quarterly RVU’s earned vs. contractual goals, open encounters, and appropriate coding; ensured education and training were provided as needed and participated in periodic chart audit meetings
●Was responsible for maintaining expenses within budget and closely monitoring the financial performance of the practice utilizing monthly income statements, trend analyses, and the investigation of variances; strived to meet or exceed all goals related to employee overtime, point of service collections, and 30, 60, 90 day and self-pay AR percentages; provided input and suggestions during fiscal year budget development; submitted annual capital budget requests for practice; actively participated in the architectural planning/design and the identification of expenses related to several CIP projects
●Effectively communicated goals, changes, and initiatives to all providers, leadership team and staff members
●Delegated authority to members of the leadership team to ensure efficient and successful operations
●Consistently collaborated with assigned practice leadership, medical director, providers and staff to identify areas where process improvement existed; developed and implemented new workflows to achieve desired outcomes
●Ensured regulatory compliance in all areas to include safety, security, service expectations, DNV, OSHA, HIPAA, COLA, DHEC and VFC program requirements
●Worked collaboratively with hospital leadership and medical director regarding present and long-range vision strategies
●Provided on-site HR functions to include recruiting, hiring and onboarding new employees, retaining employees by developing ways to improve the employee experience, performing probationary and annual evaluations of APP’s and hourly staff, handling all disciplinary actions, and performing employee terminations as needed
●Maintained a culture of exceptional customer service resulting in consistently high patient satisfaction; cultivated a team approach to care and service
●Served as liaison between hospital leadership and providers and strived to maintain an effective balance between the wants and needs of both
●Established and maintained effective relationships with hospital and physician network departments, and outside vendors
Specific accomplishments in role:
●Experienced zero staff turnover from 2008 - 2014
●Aided in the recruitment and successful onboarding of 9 additional physicians during my tenure
●Successfully led my team through the adoption of EHR from paper charts
●Successfully led my team through the change to a second EHR system (EPIC)
●Oversaw the move in 2009 of the practice to its current location
●Oversaw the addition of a satellite office in Nov 2016
●Oversaw the upfit of additional unused space within the satellite office to accommodate new services and a new physician
●Developed a lactation services plan and department for my practice; recruited and onboarded 2 APP’s (Nov 2019 and Jan 2020); coordinated/facilitated CLC education and certification for APP’s; formally kicked off lactation services in April 2020; remained administrator of the lactation department by administratively leading and directing APP/CLC’s; actively promoted and marketed the new service by making presentations to network/area OB practice and pediatric practice physicians and clinical staff
●Successfully navigated providers and staff in both locations through COVID 19; held daily morning huddle meetings to keep all staff abreast of changes; constantly relayed all moment to moment changes through open communication; successfully decreased staff work hours by 50% during April 2020 while ensuring adequate staff coverage to successfully maintain practice operations and patient services; effectively implemented all safety rules and regulations during the crisis; strived to increase productivity by proactively identifying patients who were due or who had missed well checks, immunizations, med checks, etc…, successfully implemented telehealth visits; developed work arounds to bring patients into the office who were otherwise uncomfortable doing so during the height of the crisis
Clarendon Health Systems
formerly Clarendon Memorial Hospital
Manning, SC
July 1996 – January 31, 2005
Several positions held including Director of Community Clinics/Department Head and Practice Manager of Manning Internal Medicine
(left due to moving to Lexington/Columbia area and took a 3 year sabbatical from healthcare)
Began my healthcare management career with CMH as the office manager for a new Internal Medicine Practice they were opening. Performed the following:
●Handled all patient scheduling
●Entered patient demographic and insurance information
●Handled medical records
●Entered charges
●Posted and balanced daily and monthly charges, payments and adjustments
●Handled referrals
●Oversaw clinical staff and handled all employee appraisals/disciplinary actions
●Called in prescriptions
●Verified insurance coverage
●Ordered supplies
●Aided in the recruitment of a Nurse Practitioner for the practice
Within 2 years, I was promoted to the Director of Community Clinics. This was a department head position within the hospital. Performed the following:
●Oversaw the overall management of daily operations for 4-5 physician offices
●Oversaw 4-5 Practice Managers acting as mentor, principle trainer, leader
●Performed HR responsibilities to include hiring and termination, disciplinary procedures, overseeing employee grievance procedures
●Calculated monthly RVU bonuses for physicians
●Performed chart audits
●Reconciled monthly bank statements
●Worked within a fiscal budget
●Performed ICD-9 and CPT coding for general surgery
●Earned the designation of Certified Professional Coder while employed
●Opened a centralized billing office and oversaw the conversion of a new computer system
●Electronically transmitted claims, worked denials by tracking and performed manual resubmission of corrected claims
●Handled negotiations with managed care companies and monitored payments/adjustments per contract stipulations
●Posted payments and adjustments
●Recruited new providers and mid level providers
●Was instrumental in the development of new provider contracts
EDUCATION:
Certificate in Healthcare Leadership – April 2022
Duke Corporate Education/Dignity Global Health Education
Winthrop University
Rock Hill, SC
Bachelor of Arts Degree, Communications
Laurence Manning Academy
Manning, SC
College Preparatory Diploma
HONORS/ACTIVITIES:
●Certificate in Healthcare Leadership – April 2022
●Employee Engagement Committee member – 2022
●Compliance/Quality Improvement (CQI) Committee member, 2021 – 2022
●Website Redesign Committee member, 2021 – 2022
●Practice Manager Advisory Council (PMAC) member, 2016 – 2021
●Epic Ambulatory Subject Matter Expert (SME) and Super User, 2016 – 2021
●S.C. Medical Group Managers Association, Lexington Chapter
member 2008 – 2019
●SCMGMA Board Member 2015 – 2017; Newsletter Chair 2015
●Manager of the Year nominee, 2014 and 2015
●National MGMA Member 2008 – present
●Certified Practice Administrator, US Department of Labor apprenticeship and designation earned 2015
●LMC OB/Peds Leadership Committee member, 2013 – 2016
●Certified Professional Coder, Inactive
●S.C. Rural Health Association, member
SKILLS:
●Strong attention to detail
●Ability to handle and prioritize multiple projects
●Appropriately delegate to ensure maximum efficiency
●Process improvement development and implementation
●Effectively convey organizational strategies and goals to all staff and implement clear, specific directives toward attainment
●Ability to effectively lead staff through change implementation
●Excellent verbal and written communication skills utilizing diplomacy and tact
●Strong ability to lead and motivate others
●Proven history of cultivating strong teams and creating a culture that subscribes to customer service excellence
●Possess a management style that emphasizes the importance of employee satisfaction and ownership in their role as the basis for overall practice success
●EMR and Application skills: Athena, Phreesia, Meditech, Epic Ambulatory, AllScripts, Misys Vision, Relias, Paychex Flex, PeopleSoft, Kronos, Citrix, Access IS, SuccessFactors/Hiring Manager, Compliance 360, Axiom, Microsoft 365
●Proficient in Word, Outlook, Excel, PowerPoint
●Type 65 wpm
REFERENCES: available upon request
Contact this candidate