Revenue Cycle & Operations Leader in OB/GYN
Resume:
April A. Lackey
************@*****.***
PROFESSIONAL EXPERIENCE
UF Health Medical Center – Jacksonville February 2021 – Current
Operations Manager - Obstetrics and Gynecology
Responsible for managing revenue cycle operations within the Department of Obstetrics and Gynecology Clinic to include but not limited to front desk registration staff, referrals and authorization, scheduling, and open encounters. Implemented process improvements raising cash collections to 98%, reduction in denials, timely physician encounter completion, patient messaging work que within 24 hours or under 10 accounts daily, referral/auth work que under 20 accounts daily.
Ensured accounts receivable was accurate from patients’ point of entry by retraining staff on accurate insurance verification and appropriate check -in processes within EPIC. Created tracking board in EPIC showing missing registration elements to include, insurance, referrals and authorization by patient and registrar, thus improving DNFB. Work que remains under 20 accounts monthly. Process improvement also showed significant reduction in clinic denials due to eligibility, authorizations and/or missing referrals.
Held staff accountable to obtain cash due for copayments and self-pay collections as well as collections on open or past due balances at time of registration. Collections moved from 86% to 98%.
Monitor and adjust clinic schedules to ensure clinic volume and provider productivity is met daily.
Restructured Front Desk Staff operations and patient flow to improve patient wait times, work que metrics and overall patient, provider experience. Patient Satisfaction score moved to 90th percentile from 10th percentile within 1st qtr. of implementation.
Administered Staff Engagement via process improvement activities, training and recognition.
Audited staff performance, quality of work and time & attendance.
Trained and developed staff relative to revenue cycle management
Responsible for interviewing, recommending hires, assessing performance, recommending salary changes, and progressive disciplines.
Proactively review the daily open encounter reports to ascertain what elements need to be addressed and openly communicating issues with physicians, providers and or staff. Open Encounter report moved from 28 days to 7 days.
Responsible for bi-weekly payroll of 20+ employees
UF Health Medical Center – Jacksonville
Administrative Manager II – Emergency Medicine November 2019– February 2021
Responsible for managing the administrative and GME staff within the Department of Emergency Medicine. Responsible for document collection and application processing associated with the Credentialing & Provider Enrollment for NEW Emergency Medicine physicians being onboarded to UF Health – Jacksonville. Implemented various Performance Improvement Processes to support day to day operations, communication, teamwork, trainings, recognition and Employee Engagement.
Manages day to day operations to include but not limited to: clerical and administrative personnel by communicating job expectations, appraising job results, and disciplining employees.
Maintains administrative staff by ensuring adequate staffing, scheduling, recruiting, selecting, orienting, and training employees.
Sets policies and procedures for training, coaching, counseling, and career development for Administrative Staff.
Initiates and coordinates goals, deadlines, and projects as well as develops and implements policies and procedures to improve operations and function of the department.
Maintain and process department payroll, maintains/updates personnel files for faculty and staff, monitors calendars, coordinates schedules and meetings.
Ensures travel reimbursement/expenses for faculty are submitted in a timely fashion by support staff; reconcile and submit monthly expense reports as needed.
Types correspondence, schedule appointments, interviews, maintain file of complaints.
Responsible for the oversight of physician recruitment related activities and for searches, staff appointments, credentials, promotion, tenure compliance with administration office
Ensures a safe, secure, and well-maintained facility that meets environmental, health, and security standards.
Implemented the following staff trainings: Covid Exposure Matrix, Policy & Procedure Overview -punctuality and timekeeping, work related incident reporting, taking minutes, Corcentric training, GL assignments, Active Shooter Training, MS Office Training (Word/Excel/PowerPoint and Outlook), Visme Training, Zoom Training, Scholarly Activity Training, Mail Distribution in-service, Employee Engagement In-service and results, Hurricane Preparedness Training, IT in servicing H Drive, CV Formatting Training, 5 Chairs, 5 choices in-service, How to create teaching evaluation table, Positive Dog or Energy Vampire Training, Learning to Listen training.
THE BROOKLYN HOSPITAL CENTER - November 2001 - January 2019
Director, Ambulatory Care Services March 2017 to January 2019
Responsible for directing the administrative and business management of multiple medium size departments with more than 150 employees providing ambulatory patient care services, as well as planning, profit/ loss tracking and budgeting, development, implementation and evaluation of programs and services across the continuum of care. Other duties included but not limited to:
Lead EPIC implementation for (9) Ambulatory Care Clinics - Transitioned from Siemens Eagle Registration/All scripts systems to EPIC.
Responsible for continuous process improvements, Improving Patient Flow, workflow efficiency, meeting revenue cycle metrics, staff education, staff development and ensuring staff meet performance metrics.
In collaboration with nurse managers and medical directors, participated in the development and implementation of new models of delivering primary, dental and sub-specialty care to patients
Created and oversaw the organization of Ambulatory Care policies and procedures.
Responsible for financial planning and clinic performance to include but not limited to: profit/loss budgeting, monitoring financial performance, authorizing expenditures, implementing rates for services, and determining appropriate staff mix for multiple departments.
Responsible/proficient with Patient/Employee Satisfaction and complaint resolutions
Ensured clinics met Infection Control Standards, emergency readiness, compliance to access and safety Employee, Provider and regulatory compliance.
Marketing and promoting clinic services by consulting with medical, business, and community groups in an effort to meet the community needs and promote health programs within the Ambulatory Care Clinics.
Established strong vendor relationships.
Human Resources - recruits, hires and trains staff, labor relations, employee safety/risk functions, performance appraisals and payroll.
Assistant Director, Contact Center & Registration January 2016 to March 2017
Responsible for implementing and directing a fully functioning Contact Center for (9) Ambulatory Care Clinics within The Brooklyn Hospital Center. The Contact Center supported 6 different communities throughout Brooklyn, New York functioning with a total of 10 Contact Center Representatives, handling over 15,000 calls per month. Other duties included but were not limited to:
Responsible for creating performance metrics and quality assurance to include: call abandoned rate, blocked calls, time in que, service level, speed of answer, average handle time, after call work time, first call resolution.
Human Resources - recruits, hires and trains staff, labor relations, performance appraisals and payroll.
Created and administered staff trainings including but not limited to: call scripting, appropriate telephone etiquette, pre-registration and insurance verification practices at time of call.
Created and maintained a phone tree allowing Hospital to reroute calls from (9) Ambulatory Care Clinics to the Contact Center.
Leaded Contact Center technology implementation to include hardware/software.
Implemented appointment scheduling as part of the Pre-Registration process during phone call.
Responsible for the creation and maintenance of over 100 physician schedules - including but not limited to appointment availability for new and revisit patients and blocking time.
Responsible for financial planning to include: monitoring financial performance, staff and capital budgets, purchasing supplies and implementing strategies to reduce cost.
Responsible for managing all activities related to day-to-day operations of the Scheduling, Preregistration, Insurance Verification, Pre-Certification and Insurance Notification
Assistant Director, Patient Access Services January 2014 to January 2016
Oversaw the daily operations for 70 Patient Access staff ensuring prompt access to Hospital services. Provided general supervision and direction for Patient Access staff in Admitting, Referred Ambulatory Services and Emergency Room Registration as well as Financial Counseling and Cashier Services within the Brooklyn Hospital Center. Other duties included but were not limited to:
Ensured patient access accounts receivable was accurate from patients’ point of entry for bill adjudication within patient accounts.
Administered the Staff Engagement via process improvement activities
Audited staff performance, quality of work and time & attendance.
Trained and developed staff relative to revenue cycle management
Developed, implemented, and maintains the revenue cycle training materials
Conducted training on systems, metrics, government regulations, etc...
Responsible for interviewing, recommending hires, assessing performance, recommending salary changes, and progressive disciplines.
Established appropriate policies & procedures for all Patient Access areas and establish any necessary controls to ensure appropriate management/performance.
Proactively review the daily financial billing reports to ascertain what elements need to be addressed.
Responsible for bi-weekly payroll of 60+ employees
Point of Service Cash Collections to include: calculating payments, understanding charity care regulations, accepting funds via the Ecashiering system, reading and understanding the Accounts Receivable and EOBs to ensure payments including copayments are collected timely.
Responsible for managing all activities related to day-to-day operations of the Scheduling, Preregistration, Insurance Verification, Pre-Certification and Insurance Notification
Manager, Performance and Staff Development February 2011 to January 2014
Responsible for the ongoing support of Revenue Cycle leadership as a liaison between 100+ unionized staff. Managed all revenue cycle staff to ensure job understanding, effective job performance, skills development and progression towards future development goals. Other duties included but were not limited to:
Managed/supervised departmental staff schedule, orientation and other employee satisfaction issues
Supported staff compliance with service excellence behavioral standards
Provided constructive feedback to staff regarding individual performance and support plans to address gaps in achieving performance expectations
Provided technical support to departments, created and maintained tracking reports on employee performance.
Responsible for the hiring/termination process, assisting in employee transfers and allocation.
Implemented procedures for tracking and reporting employee disciplines.
Provided constructive and candid feedback to staff regarding individual performance and support plans to address gaps in achievement performance expectations.
Oversaw the actions of the departments to ensure that they are operating within the guidelines of the Union Bargaining Agreement and compliance to Hospital Policies & Procedures.
Maintained a relationship with Union leaders and conducted all disciplinary actions for Revenue Cycle Staff.
Senior Executive Assistant November 2001 to February 2011
Served as first point of contact Serve as the Executive Assistant to the Senior Vice President of Nursing, Senior Vice President/Chief Medical Officer and the Senior Vice President/Chief Financial Officer of The Brooklyn Hospital Center (TBHC). Daily tasks included but not limited to, scheduling meetings, proper telephone technique and etiquette, effective handling of information inquiries and conveying information in a timely manner. Accurately recording and maintenance of files, reports, calendars, minutes, agendas, correspondence, memoranda, and other written materials. Responsible for all other general office support. Lastly, efficiently completing all assignments following the accepted procedures and practices of the Hospital Center, even when workloads and demands were high.
PROFESSIONAL DEVELOPMENT
Certified Application Counselor (CAC) – Medicaid Applications - 2014
Member of Toastmasters 2021
COVID- 19 Fully Vaccinated
2021 – 2023 Professional Trainings include: Active Attacker, Hurricane Preparedness, Conflict Resolution, Eat the Frog (Time Management), Learning to Listen, 5 Chairs/5 Choices, Performance Improvement 1 & 2, Scholarly Activity, Behavioral Interviewing and Leading at the Speed of Trust.
Perusing Basic Life Support Training 2023
SKILLS
Proficient in EPIC, Availity, All scripts, Passport One Source, Epaces, Emdeon, Centricity, Dentrix, Ecashering, Eagle, ADT Payroll System, Electronic Performance Appraisals, Expert with Microsoft Office Suite, Kronos, Halogen, Corcentric, Spend map, Health stream, Lawson and People Soft.
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