Revenue Cycle Change Management

Shazeda N. Khan, MS Orlando, Fl

************@*****.*** 347-***-****

Skills

Leadership

Strategic Planning

Change Management

Operations Management

Logistics Management

Emergency Management

Team Building

Budgeting

Data Analysis

Experience

AdventHealth Medical Group Orlando, Fl

Director of Operations, Palliative Medicine & Neurology July 2023 – Present

Neurology August2024 – Present

Lead a large, multidisciplinary team, including physicians, advanced practice providers, clinical staff, and administrative personnel, fostering collaboration and alignment with organizational goals.

Partner with key stakeholders to implement strategic initiatives aimed at enhancing patient outcomes and advancing the division’s service lines.

Oversee financial management, including budgeting, revenue cycle monitoring, and resource allocation to ensure fiscal sustainability and operational excellence.

Streamline operational processes across Neurology practices to improve efficiency, reduce redundancies, and ensure seamless patient care delivery. Focus on creating improved access to care by optimizing patient scheduling, reducing wait times, and identifying opportunities to expand service capacity.

Support team development through mentorship, training, and change management strategies to build a cohesive and high-performing department.

Utilize data-driven decision-making processes to assess performance, identify gaps, and drive continuous improvement across all Neurology operations.

Palliative Medicine May 2024 – Present

Launched palliative medicine services at an additional hospital campus, broadening and expanding the division's scope to better serve the community and enhance care accessibility.

Bridged gaps in relationships during a time of organizational leadership realignment, fostering collaboration and building a stronger, more cohesive team culture.

Provide operational and strategic support for the Palliative Medicine Advanced Practice Provider Fellowship and Residency Programs, ensuring alignment with educational goals and clinical excellence.

Drive financial performance by managing budgets, analyzing revenue cycle trends, and identifying opportunities for cost savings and revenue growth.

Lead provider contract negotiations and renewals in partnership with legal and compensation teams, ensuring alignment with strategic goals.

Collaborate with the Business Development team to evaluate opportunities for integration, expansion, and partnerships within the market area. Foster partnerships with internal and external stakeholders to expand the reach of palliative care services, including integrating new service lines.

Women’s Services July 2023 – May 2024

Accountable for the overall operational success of assigned medical practices. Provides strategic leadership and direction, including the coordination of all operational practice activities.

Work in collaboration with AdventHealth Medical Group corporate support departments and AdventHealth stakeholders to meet assigned metrics and defined goals while maintaining efficient operations.

Oversee financial performance of practices including budget management and revenue cycle. Reviews budget performance with practice leaders, identify gaps, barriers and work on solution approaches.

Manages quality metrics to drive clinical quality and patient safety. This includes oversight and accountability for patient safety and quality assessments, appropriate licenses, certifications, accreditations, and risk events.

Work in collaboration with Business Development to identify opportunity for integration and expansion of service line within market area.

Effectuate the full cycle of provider contract management. Proactively reviews upcoming provider renewals and holds introductory contract renewal discussions, partnering with the compensation department, legal and divisional vice president.

Women’s Care Orlando, FL

Director of Practice Operations July 2022 – June 2023

Provide leadership and change management for three unique practices and five locations to promote a reputation for quality, innovation, and clinical excellence. Serve as point of contact for deployment and implementation of strategic improvement and technologies.

Developed unit growth strategies to align with high-volume practice; prepared pro formas and business cases to support satellite operations and new line of business.

Prepared annual budget for all units, identified trends in operational performance and areas of improvement using enterprise-wide key performance indicators and propose recommendations accordingly. Essentially using available date to project yearly visits, revenue.

Balanced strategic development and day-to-day operations to actively engage physician and managers to optimize workflow, patient and staff experience.

NYC Health + Hospital, Community Care New York, NY

Director of Operations and Project Management August 2019 – June 2022

Developed, and formalize Care Coordination Program in community-based organizations, faith-based partnerships and homeless shelters, serve as program lead and liaison. Oversaw project plans, status reports and other documentation in order to estimate work effort, plan and executed activities, track progress and achieved deliverables.

Collaborate with facility leads to identify and resolve emergent programmatic issues to improve work flow development, screening, electronic medical record integration, and quality improvement.

Lead quality improvement projects and initiatives focused on key performance indicators including their conceptualization, planning, monitoring, and evaluation. Provided status reports on milestones, deliverables, dependencies, risks and issues, communicating across leadership.

Design and managed supportive and communications materials such as tip sheets, brochures and other resources for patients, internal and external stakeholders. Conduct meetings and trainings to inform staff and key stakeholders of new and modified work streams.

Monitor project budgets, staffing models and resource allocation to ensure alignment with strategic objectives.

COVID-19 Response March 2020 – March 2022

Team lead on the planning of New York City Health+Hospital’s COVID-19 isolation hotel - alternate care site program: operations, logistics, PPE, infection prevention and control, environment of care, safety and security. Collaborated with clinical lead to develop clinical protocols. Co-authored policy and procedure manual, and playbook.

Inspected hotels to identify ideal layout for isolation hotel. Considerations for safety, infection control, and cross contamination hot points, administrative and clinical operational needs. Advisor to hotel management on preparing hotel facility for alternate care setting occupancy.

Established and managed four isolation hotels, ranging from 300-1600 rooms. Trained all staff on isolation hotel policies and procedures, including site directors, support staff, clinical staff, and security staff ranging from 250-875 individuals. Effectively pivoted to respond to increase/decrease in demand.

Implemented COVID-19 testing program, monoclonal antibody infusion program and COVID-19 vaccination program to serve patients in isolation or completing isolation period. Developed environment of care plan to facilitate movement of patients safely from point of entry to exit, transportation and return to facility when applicable.

Incident commander for COVID-19 Incident Command System working on risk mitigation, preparedness, and response phases in order to design and implement COVID-19 isolation hotels within two weeks. Developed divisional COOP plan for overall emergency management response. Member of the health systems emergency management committee.

Recipient of Crain’s 2020 Notable in Health Care Teams award in recognition of efforts during the COVID-19 pandemic.

NYC Health + Hospital, Elmhurst Hospital Center

Meyer Clinic Meyer Mental Health Shelter Manhattan Psychiatric Center New York, NY

Site Director August 2018 – August 2019

Developed and implemented program structure for an integrated outpatient service (IOS) clinic providing Behavioral Health and Primary Care services for shelter clientele with preexisting mental health diagnosis coupled with chronic diseases.

Established and maintain relationships with HELP USA shelter leadership team, identifying potential areas of risk in clinic operations and devising mitigation strategies in partnership.

Ensured operational compliance with regulatory requirements - New York State Office of Mental Health and Hygiene (NYSOMH), The Joint Commission (TJC) and New York City Department of Homeless Services (DHS).

Successfully led NYSOMH survey, achieving three-year operating certification for integrated outpatient services.

Oversaw all program operations to ensure success in meeting patient needs, including intake process, monitoring census, caseload assignments and collaborative case management follow-up.

Provided leadership and guidance to team members inclusive of nurse practitioners, registered nurses, licensed practical nurses, clinical social workers, peer counselors and administrative support.

NYC Health + Hospital, North Central Bronx Hospital Bronx, NY

Associate Director, Delivery System Reform Incentive Payment (DSRIP) Program December 2017 – July 2018

Implemented DSRIP programs through structured work plans, internal quality improvement analysis and restructure of communications to internal stakeholders and Community Based Organizations for improved operations:

Asthma Home Based Self-Management

Care Transitions Intervention Model to Reduce 30 days Readmission: Medicine & Behavioral Health

Integration of Palliative Care into the PCMH

Emergency Department Triage for At-Risk Populations

Integration of Primary Care and Behavioral Health

Cardiovascular Evidence Based Strategies for Disease Management in High Risk/ Affected Populations

Monitor day-to-day partner operations and performance for DSRIP projects ensuring key performance indicators were met, work with the partners on continuous improvement.

Provided guidance to Performing Provider System (PPS) community-based partners for clinical implementation, involving all stakeholders and confirming technical feasibility, and resource allocation.

Established timelines, evaluated progress, identified and recommended improvement opportunities, and process redesign in order to accomplish greater outcomes.

Developed and maintained tracking tools, status reports, dashboards, and informational presentations to demonstrate project success.

Liaised with facility C-Suite and NYC Health+Hospital’s OneCity Health DSRIP Implementation Hub Executive Director on current and new strategic initiatives, feasibility, planning and initiation.

NYC Health + Hospital, Bellevue Hospital New York, NY

Assistant Director, Division of Ambulatory and Community Psychiatry August 2014 – December 2017

Restructured clinical operations to increase patient capacity and timely access to care. Improved walk-in admission process by spearheading relocation of walk-in practice to psychiatry clinic, facilitating seamless patient experience and enhanced collaboration between providers.

Increased revenue by capturing all billable visits, decreasing the number of open visits and thereby decreasing denials. Significantly reduced open visits from 3500 to 0 in fiscal year 2017 by improving billing accuracy, improving reconciliation and resolving system issues that result in user errors.

Increased monthly billable walk-in visits 96% in May 2017, utilizing data analysis, collaborating with clinical leads, and implemented daily feedback process.

Budgetary oversight for the division inclusive of OTPS and PS.

Achieved multiple successful accreditation surveys through leading teams on regulatory requirements for the Environment of Care; collaborated with facilities management to identify risks and promptly mitigate to ensure continued readiness.

Initiated and organized semi-annual patient art show engaging patients in sharing their success in treatment to family, friends, internal and external stakeholder.

Introduced patient centered customer service to increase patient satisfaction and employee satisfaction by enabling real time problem solving/conflict resolution with an immediate responsive escalation pathway which served to de-escalate potential incidents and/or dissatisfaction.

Interim Director, Ambulatory Care - Women's Health Services and Pediatrics June 2017 – December 2017

Oversaw the day-to-day operations of clinic practices including daily huddles, clinical space allocation, partnered with nursing leadership and medical director to enhance patient experience.

Mitigated all clinic operational issues, on-time start, late arrival protocol, and troubleshoot overbook procedures.

Provided guidance to staff to ensure compliance with regulatory policies and procedures.

Monitored daily activities including patient flow, analyzed data to measure performance and identify areas of improvement. Developed strategies to improve performance, access to care and patient experience.

Education/ Certifications

Master of Science, Organizational Leadership, with Distinction

Mercy College, Dobbs Ferry, NY - May 2010

Delta Mu Delta, International Honor Society in Business Administration

Bachelor of Science, Business Administration

Lehman College, Bronx, NY - May 2008

Certifications:

Crisis Communication, LinkedIn Learning - 2021

Transformational Leadership, LinkedIn Learning - 2021

Microsoft Excel 360, LinkedIn Learning - 2021

FEMA Certified in Decontamination Emergency Response (CBRNE) – 2016

FEMA Certified in Emergency Management Response – 2016

LEAN Bronze Certified, Jacobi Medical Center & Simpler Consulting - 2012

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