ANGELA POTTER
Summary
Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Overview
30
30
years of professional experience
Work History
Administrator, Ambulatory Surgery Center
Kootenai Health
05.2023 - Current
- Kootenai Outpatient Surgery, a joint venture with Kootenai Health with four operating rooms supporting multi-specialty surgeries
- Responsible for management and operational performance in alignment with hospital and surgery center goals
- Reported to Kootenai Health Executive Team and Kootenai Outpatient Board of Directors
- My reports included Managers, Perioperative managers, Supervisors, and independent contractors.
- Regular medical advisory meetings to ensure and review continuous quality improvement programs, peer reviews, and medical staff credentialing by the Medical Staff Bylaws
- Regular Board of Director meetings to review and approve financial budgets, policy, and all voting items by the Operating Agreement
- Enhancing existing service lines with collaboration and supportive business opportunities and seeking out and developing new service lines through outreach activities
- Financial analysis and case mix optimizations
- Timely completion of all required financial and operational reports; responsible for the monitoring of expenses and the reporting of variances, recommending changes as needed to meet projected net income
- Demonstrated leadership ability and exceptional professional behavior while conducting day-to-day operations
- Improved Press Ganey scores through AIDET training, continuous improvement in focus areas identified in Press Ganey comments
- Improved employee engagement scores through communication, transparency, and engagement activities
- Developed and enforced through collaboration with Managers and staff all policies and procedures
- Responsible for business development, operational budgets, and key performance indicators
- Negotiated and executed payer insurance contracts and facility contracts.
- Accreditation preparation and planning for the surveys and accreditation
- Led, mentored, and developed a team of clinical and business professionals focused on clinical quality outcomes, volume growth drivers, labor efficiencies, supply chain management, and revenue cycle optimization consistent with mission, vision, and values
- Conducted regular staff meetings to communicate organizational goals, objectives, performance standards, policies, and procedures effectively.
- Reduced overhead costs through careful budget management and resource allocation.
- Served as a liaison between departments, fostering open communication channels that improved overall organizational function.
- Improved employee engagement and productivity with engagement activities, communication, transparency, and effective time management.
- Direct experience with State and Federal regulations/accrediting agencies such as the State Department of Health and Welfare, Joint Commission, and CMS
Administrator, Ambulatory Surgery Center
Spokane Urology, PS
10.2021 - 04.2023
- De novo ASC with three operating rooms and two procedure rooms
- Construction planning design and project budget oversite and financial projections
- Project manager for construction and procurement of equipment and supplies
- Direct experience with State and Federal regulations/accrediting agencies such as the State Department of Health and Welfare Accreditation Association for Ambulatory Healthcare, CMS
- Responsible for the formation of the Medical Advisory Committee and the Governing Body, elections, and policy
- Demonstrated leadership and managerial competence
- Responsible for business development, operational budgets, and key performance indicators
- Partnered with the clinic to help manage clinical and business operations, advise on efficient throughput of patient management with physician and APP-enhanced workflows
- Negotiate and execute payer insurance contracts and facility contracts
- Regulatory: ASC Lic., Certificate of Need, Business Lic, CLIA, Pharmacy Lic., DEA, NPPES, NPDB, PECOS, CMS
- Credential and maintain credentialing for Surgeons, APPs, Anesthesiologists, and CRNAs
- Managed all clinical departments, central supply, and all contracted services
- Hired, managed, developed, and trained staff; established and monitored goals; conducted performance reviews; and administered salaries for staff
- Accreditation preparation and planning for the surveys and accreditation
- Develops monthly Board meeting agenda and Board Packets and reports all pertinent clinical and business information
- Develop and implement continuous quality improvement programs with the Quality Committee and the Medical Advisory Committee
- Led, mentored, and developed a team of clinical and business professionals focused on clinical quality outcomes, volume growth drivers, labor efficiencies, supply chain management, and revenue cycle optimization consistent with mission, vision, and values
- Recruit staffing and development for planning during the ramp-up phase and expand to total case volume
- Effectively communicate organizational goals, objectives, performance standards, policies, and procedures
- Coordinated community outreach events to promote the clinic''s services and surgery center and foster positive relationships with local physician groups
Regional Manager, Orthopedic Surgical Service Line
MultiCare
05.2019 - 10.2021
- Regional Orthopedic Surgery, Sports Medicine, and Podiatry Clinic Manager Orthopedic Surgery, Sports Medicine, Total Joint Program, Physical Therapy, Podiatry, Outreach Sports Medicine
- Responsible for day-to-day business and clinical activities by establishing goals, objectives, standards of performance, and policies and procedures when managing an annual budget and supervising 75 employees
- Back-up manager for Neurology, Interventional Radiology, and Stroke Program
- Employee engagement and patient experience training to include Studer principles, AIDET
- A recognized leader creates an engaging work environment and bridges clinic leaders and providers with Administration through a dyad leadership structure
- Created clinical excellence plans to increase Press Ganey satisfaction scores to increase patient satisfaction scores by 30%
- Worked closely with providers on Quality Programs to provide high-value clinical products and a culture of excellence and key performance indicators
- Onboarding new providers
- Point of Service sales and collections excellence with front-end team and supervisors
- Met and exceeded monthly goals
- Budget - maintaining stewardship of overtime and cost of supplies
- Built relationships with physicians to create a steady referral pipeline
- System-wide workflow processes for patient access and back-office, reducing staffing costs by 25% system-wide
- Direct day-to-day administrative and operational functions, providing guidance and leadership to over 75 employees across more than seven departments
- Designed and introduced leadership development, coaching, and team management model, promoting employees to increased levels of responsibility
- Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development, and continuing employee education
- Oversaw all financial transactions and management functions, strategically managing an operating budget
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
Chief Operating Officer
Dermatology
09.2017 - 04.2019
- Spokane Dermatology, Premier Clinical Research, Allergy, Aesthetics
- Oversaw day-to-day business and clinical activities by establishing goals, objectives, standards of performance, and policies and procedures when managing an annual budget and supervising 50 employees
- Worked closely with providers, managers, and staff to create a culture of safety and patient satisfaction
- HR, hiring process, recruitment, and selection process for each position within the organization
- Marketing and outreach activities to attract new patients and physician referrals
- Responsible for financial and budget oversite across all company service lines
- Implemented new service strategies to support increased workflow while maintaining service levels
- Established employee engagement and dyad leadership to promote company culture and vision
- Refined organizational structure to consolidate, streamline, and delineate necessary functions
- Streamlined operations by implementing efficient processes and systems, leading to increased productivity and cost savings.
- Improved employee satisfaction and reduced turnover by developing effective training programs and performance management systems.
- Established key performance indicators for each department to track progress towards organizational goals effectively.
Clinic Manager
Columbia Medical Associates
08.2015 - 03.2017
- Opportunity to work in family medicine to broaden my knowledge in patient management and referrals to medical specialties
- 20 providers, ancillary services ,and 75 support staff
- Prepares budgets and reports
- Developed instructional design, user manuals, and standard operating procedures
- Decreased dropped call rate through staff education and shift change coverage
- Increased patient customer satisfaction through staff education and training
- Timekeeping management in Kronos
- Implementing policy changes through training and technical communication
- Diplomatically resolving patient complaints
- Reduced wait times for appointments by streamlining front office processes, enhancing overall patient satisfaction levels.
- Implemented and ensured state and corporate regulatory policies and procedures into daily office practices
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory, local, state, and federal guidelines relating to HIPAA, benefits administration, and general liability
- Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development, and continuing education.
- Successfully managed clinic budgets, optimizing resource allocation for maximum efficiency.
- Streamlined clinic operations by implementing efficient scheduling and appointment systems.
- Conducted frequent clinic walk-throughs to maintain safe work environment.
- Hired, trained and supervised employees to maintain team of high performers.
Employment Business Specialist
The Arc of Spokane
06.2014 - 07.2015
- A break from the medical field to fulfill a desire to work with individuals with developmental disabilities
- Work with individual clients and their advocates to identify employee skills, interests, and employment opportunities
- Coordinate services with other supported employment staff members and the employment team
- Development and revision of individualized service plan for each client
- Job preparation, coaching, and retention
- Conducted needs analysis with clients and developed training based on individual needs.
Ambulatory Surgery Center Administrator and Clinic Administrator
Empire Eye Physicians, P.S., Empire Eye Surgery Center
10.1994 - 05.2012
- Ambulatory Surgery Center Administrator and Clinic Administrator for multiple offices, including two clinics, a laser center, and an Ambulatory Surgery Center
- Responsible for management and operational performance in alignment with hospital and surgery center goals
- Responsible for business development, operational budgets, and key performance indicators
- Optimized patient, physician, employee scheduling and time to increase profits and accounts receivable
- Managed all business, clinical, and surgical operations within the clinics and surgery center
- Promoted excellent customer service through training and implementation
- Acted as liaison between physician, employee, and patient in clinical business settings
- Responsible for renewing and maintaining records for physicians' federal and state licensure (e.g., DEA, controlled substance, state medical license, malpractice insurance, long-term/disability insurance)
- Implemented and ensured state and corporate regulatory policies and procedures into daily office practices
- Adapted to workflow changes and implemented continuous process improvements to overcome obstacles as the company expanded services
- Employed proven problem-solving techniques to resolve issues quickly and effectively
- Networked with industry professionals to foster partnerships and identify new and improved solutions
- Worked with owners to complete complex projects on tight budgets within specific timelines
- Mentored employees on proper administrative procedures and how to use programs such as EMR, keeping operations consistent and efficient for maximum performance
- Conducted ongoing reviews of program financial systems to assess cost control measures
- Drove marketing initiatives to increase brand recognition, promote promotion, and boost revenue
- Expertly managed planning, scheduling, and coordination of outpatient procedures
- Increased company revenue through physician outreach activities to increase patient referrals
- Strong knowledge of state, regulatory, CMS, and AAAHC accrediting requirements
- Planned, organized, directed, and evaluated activities of clinical and business operations of the facility.
- Develop/implement entity-specific policies and procedures affecting daily operations
- Provide direction for evaluation of all facility programs and committee activities, including but not limited to Quality Management Improvement, Risk Management, Safety, and Infection Control, and delegate responsibilities to appropriate personnel
- Monitor/review appropriate scheduling/staffing activities of patients, physicians, and personnel to ensure the quality of services and cost-effectiveness
- Develop/monitor guidelines and standards for compliance with state licensure, CMS, federal regulations (OSHA, CLIA, etc.,) and accreditation
- Oversee the recruiting, selection, supervision, and counseling of personnel
Education
Bachelor of Science - Workforce Education And Human Development
Southern Illinois University Carbondale
Carbondale, ILMBA - Healthcare Mangement
Western Governors University
Salt Lake City, UT05.2023
Skills
- Operations Management
- Resource optimization
- Productivity Optimization
- Budgeting and finance
- Teamwork and Collaboration
- Strategic Planning
- Decision-Making
- Effective Communication
- Problem-solving aptitude
- Continuous Improvement
Timeline
Administrator, Ambulatory Surgery Center
Kootenai Health
05.2023 - Current
Administrator, Ambulatory Surgery Center
Spokane Urology, PS
10.2021 - 04.2023
Regional Manager, Orthopedic Surgical Service Line
MultiCare
05.2019 - 10.2021
Chief Operating Officer
Dermatology
09.2017 - 04.2019
Clinic Manager
Columbia Medical Associates
08.2015 - 03.2017
Employment Business Specialist
The Arc of Spokane
06.2014 - 07.2015
Ambulatory Surgery Center Administrator and Clinic Administrator
Empire Eye Physicians, P.S., Empire Eye Surgery Center
10.1994 - 05.2012
Bachelor of Science - Workforce Education And Human Development
Southern Illinois University Carbondale
MBA - Healthcare Mangement
Western Governors University
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