Arriyell Kelly
New Orleans,LA
Summary
Strategic leader with a strong focus on patient care and customer service. Skilled in analyzing and solving complex problems while coordinating business operations. Leads diverse teams to achieve results through clear guidance and effective coaching. Collaborates with partners and works independently to enhance overall performance.
Overview
11
11
years of professional experience
Work History
Location Director
Aveanna Healthcare
Metairie, LA
01.2023 - Current
- The Location Director reports to the Governing Body, Area Vice President AVP, and/or Area Director (AD) and exercises management principles to ensure profitability, control assets and communicate the company's philosophy and objective to the community. Managed day-to-day functioning of the branch location. Provide direction and supervision to ensure adherence to policies, procedures, and regulatory requirements. Initiate and monitor IOP Plan to ensure quality of services provided.
- Plan and implement branch growth strategies
- Reviewed financial statements, activity reports, and performance data to identify productivity trends and areas for cost reduction and program improvement.
- Oversight of internal billing and collection efforts to generate clean claims
- Developed strategic plans to boost program operations and enhance overall efficiency.
- Initiate appropriate actions on reports and recommendations provided by authorized inspection agencies
- Be knowledgeable regarding Medicare, Medicaid and insurance regulations
- Take appropriate action to assure the location/agency complies with applicable laws and regulations
- Implemented policies ensuring operational alignment with company standards and regulatory requirements.
- Oversaw incident management processes to ensure timely resolution of issues.
- Supervise and evaluate client satisfaction survey report on clients served
- Maintained ongoing liaison with staff, regional management, corporate staff, and governing body.
- Interview and hire competent staff as needed and approved by supervisor with emphasis on recruiting the best qualified candidates
- In collaboration with our Clinical Department, conduct intake interviews with new client families
- Conduct in-services at routine intervals on clinical issues, products, service techniques, reimbursement procedures or other relevant topics based upon employee and organization needs
- Assure evaluation of each employee annually and establish goals for the upcoming year
- Monitor employee progress toward these goals, regularly
- Monitor branch operational expenses to comply with the established percentage of revenue
- Participates in location administrative and clinical calls as needed
- Work or monitor the A/R aging report to attain A/R goals
- Establish A/R goals during budget process, in conjunction with Divisional Vice President
- Monitor marketing plan and budget; includes results in quarterly report
- Develop marketing/budget plan prior to each fiscal year
- Ability to organize, plan and delegate properly in accordance with the size and services of the location
- Manage materials procurement and distribution as appropriate. Ensure company standard of inventory level is met or exceeded
- Conduct physical inventory as required
- Oversee product recalls and ensure appropriate follow-up with Materials management/Purchasing
- Assure appropriate staff supervision during all service hours
- Oversee acceptable turnaround on POTs and CMNs
- Staff development including orientation, in-service education and continuing education
- Supervise and evaluate client satisfaction survey report on clients served
- Ability to organize, plan and delegate properly in accordance with the size and services of the location
Manager of Operations
Flow Health (Hybrid)
New Orleans, LA
01.2022 - 01.2023
- Launched operations for a new Patient Service Center location, expanding service availability and improving access for patients.
- Directed daily operations, managed staffing, and ensured quality service delivery to enhance operational efficiency.
- Managed the operation of the Patient Service Center, addressed employee questions and concerns.
- Perform essential management duties for all direct reports.
- Ensure that the highest quality of care is provided to patients and clients testing at the Flow Health testing site.
- Responded to patient and client inquiries to provide accurate information and assistance.
- Schedule Payroll management Time off approval, written warnings/Corrective Action HR documentation
- Trained employees and oriented new hires, communicated staffing needs to the hiring manager, enforced company policies, and participated in development and implementation of new policies and training programs.
- The use of computers and all standard company software programs, understanding of the COVID -19 testing process.
Case Manager
Hagerty Consulting (WFH)
New Orleans, LA
03.2021 - 04.2023
- Supported vulnerable populations affected by natural disasters through direct interaction and assistance with recovery resources.
- Engaged with the public to confirm eligibility for assistance, facilitating access to necessary resources.
- Delivered customer service and guidance to applicants seeking assistance, ensuring clarity in application processes.
- Interacting with clients to ensure receipt of applications and providing follow up support associated with any claims.
- Collecting and verifying all documents from applicants submitted with the application.
- Manage awarding aid through federal grants
Supervisor, Patient Services
TriWest Healthcare Alliance
Harahan, LA
03.2017 - 03.2020
- Supervised up to 26 Patient Service Representatives, maintaining time and attendance, payroll, scheduling, coaching, feedback, development and training.
- Coach and develop Patient Service Representatives by adhering to business standards and working with both a sense of urgency and accuracy to ensure quality of work.
- Handled escalations involving congressional complaints with a sense of urgency; prevented further escalations and salvaged relationships with key providers all while remaining a strong manager, leader, and role model for my team.
- Identified coaching opportunities and developed processes to address root causes of escalated issues, preventing recurrence.
- Conducts thorough research to identify root causes of escalated issues and provide feedback and resolution to the director and regional director.
- Provided supervisors with guidance on coaching opportunities to mitigate future escalations and foster positive outcomes.
- Lead one of the top Veteran appointing teams in the New Orleans HUB.
- Managed authorization inventory for New Orleans VA and VISN 16 VAMCs.
- Promoted TriWest business standards, ensuring authorizations were processed per VA/TriWest contractual agreement.
- Maintain and develop relationships with community providers across 9 states, ensuring they are educated on the benefits and plans.
- Work directly with provider office managers to maintain relationships and provide an excellent patient experience.
- Collaborated with peers to exchange best practices and improve operational efficiency.
- Resolves unpaid claim issues and restores provider relationships caused by the escalated claims.
- Communicated with healthcare professionals at all levels, including VA Deputy Chief of Staff, to facilitate effective collaboration.
Team Lead, Patient Services
TriWest Healthcare Alliance
Harahan, LA
11.2016 - 03.2017
- Monitors & assists with solving issues in Live VA Chat for VISN 16
- Assist Consult Management Staff for seven Veteran Affairs Medical Centers (New Orleans, Biloxi, Jackson, Shreveport, Alexandria, Fayetteville & Little Rock)
- Research and complete issues on NOLA Specialty Team task list
- Effectively controls NOLA Specialty Team email requests
- Request required documents from the VA for referral acceptance that are submitted by CAS
- Accept referrals uploaded within a 48-hour period from the VAMC to meet the referral acceptance standards
- Coordinate care between TriWest and the provider
- Works collaboratively with VA and providers to obtain medical documentation to efficiently process authorizations.
- Trained and coached employees alongside Patient Representative Supervisor to enhance team capabilities
- Assists Patient Representative Supervisor and management with tracking productivity and performance statistics.
- Facilitated fund preparation to ensure compliance with HUB Director's requirements.
- Manages M950 Appointing error report
- Manages M955 SAR identification assessment error report
- Aids the team in researching and resolving complex issues
- Mentors Patient Service Representatives in all work-related issues
- Investigated and reported recurring productivity issues to identify and recommend process improvements
- Contact Veterans directly to obtain appointment preferences and provide appointment information.
- Distributes daily workload to Patient Service Representatives based on work volume
- Complies with HIPAA regulations to protect privacy of beneficiaries' health information
- Consistently meets department productivity and performance metrics.
- Coordinated resolution of service issues by collaborating with TriWest Complaints & Grievance Specialist and other departments
Patient Service Representative, POC, Interim Team Lead
TriWest Healthcare Alliance
Harahan, LA
02.2016 - 11.2016
- Point of Contact for Orthopedics for Fayetteville and other VAMCs in VISN 16
- Interim Team Lead, assisting the team with questions and giving proper direction to PSRs who need assistance when TLLs are not available to assist.
- Handled escalated issues from veterans with urgency, resolving claims and collaborating with facility and VA POCs for thorough research and immediate solutions.
- Mentors Patient Service Representatives in all work-related issues including bulk appointing, appointing flow, building provider relationships and teamwork.
- Aids the team in researching and resolving complex issues
- Investigated and reported recurring productivity issues to drive process improvements related to provider claim issues.
- Works collaboratively with VA and providers to obtain medical documentation to efficiently process authorizations.
- Contact Veterans directly to obtain appointment preferences and provide appointment information.
- Documents all communications involving Veteran and provider contacts.
- Distributes daily workload to Patient Service Representatives based on work volume
- Complies with HIPAA regulations to protect privacy of beneficiaries' health information
- Consistently meets department productivity and performance metrics.
- Work long/ extended hours to achieve and maintain high performance
- Identify coaching opportunities and forward to the Supervisor to provide feedback and have corrections made as well as send details on how to prevent repeated errors
- Add service lines to authorizations that are required for requested services by the VA
- Identify missed opportunities that may have delayed the care of our veterans
Education
Masters of Business Administration -
Liberty University (Online)
Lynchburg, VA12-2027
Bachelor of Science - Business Management/Human Resource Management
Xavier University of Louisiana
New Orleans, LA05-2012
Skills
- Project operations
- Budget management
- Financial oversight
- Staff recruitment
- Training development
- Workforce leadership
Personal Information
Title: Strategic Operations Leader
Professional Areas of Specialization
- Customer Service/Satisfaction
- Insurance Authorizations
- Inventory Management
- Healthcare Management
- Revenue Cycle Process Improvement
- Process Mapping/Improvement
- Problem Analysis and Resolution
- Patient Access Experience
- Coaching and Development
- Effective Team Building
Timeline
Location Director
Aveanna Healthcare
01.2023 - Current
Manager of Operations
Flow Health (Hybrid)
01.2022 - 01.2023
Case Manager
Hagerty Consulting (WFH)
03.2021 - 04.2023
Supervisor, Patient Services
TriWest Healthcare Alliance
03.2017 - 03.2020
Team Lead, Patient Services
TriWest Healthcare Alliance
11.2016 - 03.2017
Patient Service Representative, POC, Interim Team Lead
TriWest Healthcare Alliance
02.2016 - 11.2016
Masters of Business Administration -
Liberty University (Online)
Bachelor of Science - Business Management/Human Resource Management
Xavier University of Louisiana