Angela Patrick

The labor sector of the Nuance/Microsoft project was acquired by Cognizant on July 1, 2023. My job role and responsibility remains the same as Manager DAX Operations-Nuance Communications.

• Offer guidance, coaching, retraining, and performance enhancement documentation for a team of 6 direct reports and 100 indirect reports,
• Conduct high-level review of reports, initiate and implement business process changes, evaluate and manage risks.
• Supervise timelines for onboarding of new facilities and production staff for AI software.
• Regularly monitor documentation and compliance, ensuring adherence to KPIs.
• Manage multiple communication pipelines between departments and monitor workflows.
• Generate audit reports containing detailed information, including AI errors and areas for SLA improvement and recommend process enhancements.
• Implement reporting mechanisms to propose alterations and improvements to the business.
• Facilitate weekly meetings to discuss reporting findings.
• Compile snapshot performance views to upper management.
• Coordinate meetings and video calls, conduct peer reviews, provide production feedback, approve timecards, oversee monthly coaching sessions, and administer benefits.
• Conduct interviews and screenings for new recruits to assess skills and fit with organizational culture.

• Managed 20+ Quality Documentation Specialists (QDS) assigned to their accounts for backfills and for new provider additions.
• Monitored direct reports to ensure performance metrics such as documentation quality and TAT were met and maintained.
• Managed payroll processing and procedures via Workday for all assigned team members.
• Managed clinician-specific updates for assigned accounts; ensuring team members were kept apprised of any changes and ensuring changes were being implemented correctly according to standards.
• Worked closely with customer-facing DAX Operations Manager to communicate metrics and establish escalation points.
• Maintained team workbooks/EHR access documentation.
• Coordinated new QDS orientation and training via Workday for all assigned team members.
• Created a culture of dedication to patient and client while balancing needs of direct reports and company process improvements.

• Trained new scribes in all aspects of quality medical documentation adhering to strict KPIs and provider specifications.
• Maintained EHR credentials and instructed specialists in usage of documentation solutions, including Allscripts, Cerner, Practice Fusion, and Athena.
• Preserved and fostered customer relationships from onboarding/go live to steady state at a high volume of practices.
• Live-scribed for DAX demonstrations to potential customers at HIMSS 2020.
• Documented for several specialties including pain management, physiatry, spine, family medicine, gynecology, and orthopedics.
• Scheduled and processed payroll for direct and indirect reports using Dayforce.

iScibes was acquired by Nuance by Nuance Communications in November 2017 and my duties remained the same.

• Managed a team of 3 team leads and over 30 scribes
• Mentored and coached new team leads to be effective managers of their documentation specialists, adhering to KPIs
• Ensured best practices are implemented for EHR usage based on specific provider preferences.
• Ensure best practices are implemented for EHR usage
• Customer-facing point of contact for 8 different practices with over 90 providers
• Liaised monthly with providers, practice administration, and various other clinical staff to ensure adhesion to SLAs, coordinate feedback to scribes
• Traveled to clinic to implement AI solution to providers on iScribes technology.

• Trained new scribes on standards for medical documentation, as well as specific provider preferences.
• Managed a team of 20+ scribes, including payroll, scheduling, SLA adherence, and KPI compliance.
• Conducted weekly team meetings.
• Assisted in the development, implementation, and maintenance of document control systems.

• Completed documentation for orthopedic surgeons after listening to patient encounters.
• Adhered to TAT, Quality, and provider-specific preferences.
• Input completed documentation into EHR, including EPIC, Cerner, Allscripts.
• Communicated directly with physicians and clinical staff regarding the status of documentation.

• Clipped dogs to conform to breed-specific standard styles, accommodating special requests from the owner.
• Developed long-term relationships with clients and bonded with animals through regular contact.
• Ensured safety of animals at all times by following established safety protocols.
• Delivered excellent service to pet owners to drive repeat business.
• Kept detailed records of services performed for each animal client.
• Scheduled appointments for clients using online software programs.

• Clipped dogs to conform to breed-specific standard styles.
• Managed all bookkeeping, appointment scheduling, tax filing, and insurance coverage.
• Created marketing materials such as brochures, flyers, ads.
• Set pricing structures according to market analytics and emerging trends.

• Answered employee benefit queries.
• Maintained employee H/R files.
• Created employee contracts.

• Reconciled monthly accounts payable/receivable.
• Managed a staff of 20+ employees, including payroll, hiring/terminating, and scheduling.
• Maintained client/patient medical/surgical records, and arranged procedural audits.
• Supervised the handling of client medical or financial complaints.
• Organized and conducted monthly office meetings.