Angela May
Rock Hill,USA
Summary
Patient-centric and process-driven healthcare leader with over 15 years of experience across diverse clinical and administrative environments. Demonstrated success in optimizing operational efficiency, elevating patient experience, and delivering exceptional customer service. Proven expertise in leading Ambulatory Surgical Centers (ASCs), with a strong focus on regulatory compliance, staff performance, and clinical outcomes. Skilled in recruiting, training, and managing cross-functional teams, as well as overseeing financial reporting, P&L management, and strategic budgeting. Adept at driving process improvements, fostering community partnerships, and upholding quality standards in line with health policies and industry best practices.
Skilled Clinic Administrator with deep understanding of healthcare management and patient services. Experience includes managing operations, coordinating patient care, ensuring regulatory compliance, and leading medical staff. Strengths lie in strategic planning, team leadership, and process improvement. Previous work has resulted in streamlined procedures, improved patient satisfaction rates, and enhanced overall clinic efficiency.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Clinic Administrator III – Multiple Cancer Clinics
Novant Health Cancer Institute
Charlotte, North Carolina
12.2023 - Current
- Lead six multidisciplinary cancer clinics (Gastrointestinal/HPB, Genitourinary, Head & Neck, Thoracic, Pulmonary Nodule Clinic, and GYN Oncology), supporting over 26 providers and managing a team of 70+ staff members, including one clinic coordinator.
- Provide strategic leadership and operational oversight for Ambulatory Surgical Center (ASC) functions, ensuring efficient scheduling, patient flow, and regulatory compliance across all pre- and post-operative clinic touchpoints.
- Spearhead initiatives to optimize referral processes and streamline workflows, significantly reducing turnaround times and aligning with organizational performance expectations.
- Led the successful scheduling optimization for lab services, enhancing coordination between clinics and diagnostic teams to improve patient throughput.
- Oversee full-cycle recruitment, onboarding, and credentialing of physicians, advanced practice providers (APPs), and clinical staff—ensuring all regulatory, compliance, and privileging standards are met.
- Directed seamless relocation of clinic operations from the sixth to the fourth floor, managing physical assets, IT infrastructure, workstation reconfigurations, and vendor communications to ensure zero service disruption.
- Enhanced STAT diagnostic referral pathways, improving turnaround time and ensuring critical documentation is visible in-patient records for clinical continuity.
- Lead ASC-based performance improvement initiatives, focusing on reducing case delays, improving perioperative communication, and enhancing pre-admission workflows.
- Monitor and manage monthly patient experience metrics; implement actionable strategies to improve care delivery, resulting in sustained satisfaction scores exceeding 92% across all clinics.
- Developed monthly Financial Scorecard for providers, enhancing transparency in clinic performance and ensuring financial accountability.
- Launched and scaled operations for new clinics, culminating in successful startup of Genitourinary (GU) clinic in September 2024.
- Increased HelloWorld Opt-In rates from 30% to 78%+ across all clinics by designing targeted front-desk workflows and patient engagement strategies.
- Created Front Desk Scorecard to track confirmation rate, late cancellation rate, no-show rate, and digital opt-in metrics, driving data-informed performance management.
- Serve as clinical advocate for all providers, tailoring new initiatives and workflow changes to the unique needs of each clinic, ensuring successful adoption and minimal disruption.
- Partner closely with ASC leadership teams to align outpatient clinic operations with surgical scheduling, pre-op readiness, and post-discharge planning for comprehensive patient care continuity.
Specialty Practice Manager - Specialty Care
Covenant Healthcare
Saginaw, Michigan
02.2022 - 08.2023
- Led five specialty practices comprising two coordinators, 22 providers and 50+ staff members.
- Work directly with Ambulatory Surgery Center (ASC) managing providers block time.
- Increased and sustained clinic productivity from 60% to 98%.
- Optimized RN services, resulting in increased clinic revenue.
- Chaired referrals committee to enhance in-house referrals, ensuring excellent patient care and retention of revenue within the organization.
- Composed and managed practice budgets along with strategically allocating capital and reducing unused expenses.
- Achievement of top patient experience scores within all five clinics receiving awards from Press Ganey.
- Participation in multiple organization committees such as: Emergency Management, Safety Management, Coordinator MVP and Patient Steering Committee.
- Developed new police and procedures for organization.
- Created/Implemented Provider Score Card. This score card is an individual provider monthly report showing scores for the month and YTD on each incentive. Patient Experience Benchmark percentile, Citizenship, Chart Closure Percentage, Coding Accuracy and RVU. Allowing physicians to be aware of where they stand for incentive bonuses and contract requirements.
- Conducted training on Motivational Interviewing for staff in family practice clinics and Specialty Clinics.
- Developed and implemented Surgery Specialist Provider Grid tool to familiarize referral specialists with each Surgery Specialist Physician and their procedures, aiming to reduce referrals outside the organization.
- Interviewing/onboarding/credentialing of all Mid-level and Physicians along with staff.
Physician Practice Manager- Family Practice
MidMichigan Physician Group
Midland, Michigan
12.2019 - 02.2022
- Led and managed two Family Practice Clinics comprising of 1 supervisor, 14 providers and 40+ staff.
- Served as an acting administrator for mass covid-vaccine drives catering to clinics with a cumulative of 800+ patients.
- Prepared and educated non-hospital acquired clinic on Joint Commission standards, resulting in a score of 93%, exceeding the 80% requirement.
- Conducted training on Motivational Interviewing for staff across family practice and specialty clinics, improving patient interaction techniques.
- Work directly with ASC managing providers block time.
- Decreased abandonment call rates from 17% to 6.5% by implementing a new phone tree option and staffing changes.
- Implemented car side evaluations for patients with potential covid-related symptoms. Patients received assessments from Family Practice providers and completed point of care testing (Flu, Strep, Covid).
- Collaborated with Pediatric Clinic to offer COVID vaccines to pediatric patients fitting age criteria. Held 10 vaccine clinics after hours vaccinating 50-70 pediatric patients.
- Decreased Urgent Care Utilization by 20% during COVID peak with implementation of care side evaluations.
- Developed and implemented financial scorecard for physicians, enhancing understanding of key financial metrics specific to their departments, reported monthly in provider meetings.
- Conducted interviews and onboarding for mid-level providers and physicians.
Patient Care Navigator
MidMichigan Physician Group, Case Management
Midland, Michigan
01.2019 - 12.2019
- Directed high-level emergency department members care coordination, patient education, and transitional care management.
- Streamlined care planning with the patients while preserving their autonomy through goal-setting and motivational interviews.
- Coordinated emergency room and hospital follow-ups in alignment with MidMichigan Physician Group family practices for CPC+ compliance.
- Supported patients facing financial and housing instability, coordinating mental health resources and additional services to address their needs.
- Met and cooperated with patients and their families to fulfill Advance Care Planning including DPOA and DNR orders.
- Analyzed utilization data from emergency room and urgent care clinics to identify high utilization trends, collaborating with executive leadership to educate patients on after-hour numbers, same-day appointments, and virtual appointment options.
- Conducted recruitment for new patient care navigators, focusing on qualifications and fit for the team.
Case Manager
Review Systems Case Management Services
Berkley, Michigan
10.2018 - 01.2019
- Managed pediatric and adult caseloads across Saginaw, Flint, Bay City, Midland, Lansing, Houghton Lake, and Bad Axe.
- Facilitated access to community resources, insurance eligibility, and financial assistance across Michigan.
- Supported patients during medical appointments to address their needs. by attending medical appointments, ensuring their needs were met.
- Supported clients by maintaining disability certification. Assisted in completing attendant care and household services forms.
Medical First Responder | Medical Assistant and Medical Assistant Preceptor
MidMichigan Physician Group, OB/GYN/Pulmonology
Midland, Michigan
08.2012 - 10.2018
- Monitored and tracked symptoms, patient conditions, and patient education to ensure optimal care.
- Coordinated situational emergency care operations to effectively respond to patient needs.
- Triaged patients across multi-provider practices and maintained comprehensive documentation in Epic electronic health software.
- Provided post-procedure medications and wound care.
- Offered informed consent to patients receiving healthcare services; these services comprised of testing, medical procedures, office visits, and medication administrations.
- Educated medical assistant students on externships through proctoring, teaching, and assessing competencies to enhance their professional development.
Case Manager – Internship
Department of Health and Human Services
Mt. Pleasant, Michigan
05.2018 - 07.2018
- Conducted client interviews and family care meetings to assess needs and develop care plans.
- Undertook investigations for abuse and neglect reports to ensure client safety and welfare.
- Educated clients and families about standards of care, community resources, and DHHS procedures and policies.
- Analyzed and comprehended interpreted cases, full-fledged chart reviews, and past client interviews.
- Led community foster care education sessions to raise awareness and support for foster care resources.
Medical Assistant
Visiting Physicians
Bay City, Michigan
01.2007 - 02.2011
- Managed EKGs and assisted providers in outpatient procedures, ensuring accuracy and patient comfort.
- Performed venipuncture and collected samples from patients across various sites, including wrist, foot, and small veins, contributing to effective diagnostic processes.
- Registered and enrolled patients while conducting office triage to streamline patient flow and enhance care delivery.
Education
Certified Lean Six Sigma Healthcare Professional -
SSGI
Master of Science - Healthcare Administration with focus in Leadership
Capella University
Minneapolis, MinnesotaBachelor of Science - Medical Case Management
Davenport University
Grand Rapids, MichiganEmergency Medical Responder -
MidMichigan Medical Education Center
Midland, MichiganRegistered Medical Assistant -
Ross Medical
Saginaw, MichiganSkills
- Clinic operations
- Strategic Planning
- Innovative Leader
- Process Improvement
- Growth goal initiative
- Financial Management
- Budget Management
- Program Development and Implementations
- Patient Care
- Contract Negotiation
- Provider Growth
- Quality Improvement
- Staff Development
- Health Care Leadership
- Patient Experience Quality Metrics
- Recruitment
- Policy and Procedures
- Training staff
- Patient Safety
- Regulatory Compliance
Certification
- Lean Six Sigma Project Management Healthcare Certified
- Lean Six Sigma Healthcare Professional Certified
- Lean Six Sigma Healthcare – Yellow Belt Certification - 143425315
- Lean Six Sigma Healthcare – Green Belt Certification - 146267175
- Basic Life Support Certification
- Advanced Care Planning Certification
- SafeTALK Certification
- Motivational Interviewing Certification
Timeline
Clinic Administrator III – Multiple Cancer Clinics
Novant Health Cancer Institute
12.2023 - Current
Specialty Practice Manager - Specialty Care
Covenant Healthcare
02.2022 - 08.2023
Physician Practice Manager- Family Practice
MidMichigan Physician Group
12.2019 - 02.2022
Patient Care Navigator
MidMichigan Physician Group, Case Management
01.2019 - 12.2019
Case Manager
Review Systems Case Management Services
10.2018 - 01.2019
Case Manager – Internship
Department of Health and Human Services
05.2018 - 07.2018
Medical First Responder | Medical Assistant and Medical Assistant Preceptor
MidMichigan Physician Group, OB/GYN/Pulmonology
08.2012 - 10.2018
Medical Assistant
Visiting Physicians
01.2007 - 02.2011
Certified Lean Six Sigma Healthcare Professional -
SSGI
Master of Science - Healthcare Administration with focus in Leadership
Capella University
Bachelor of Science - Medical Case Management
Davenport University
Emergency Medical Responder -
MidMichigan Medical Education Center
Registered Medical Assistant -
Ross Medical