Brandy Shick

Created and implemented organizational and site policies and procedures.

• Assessed processes and procedures while maintaining confidentiality and ensuring compliance with HIPAA, OSHA, CLIA and all labor laws.
• Addressed and remedied all patient, team member or physician issues.
• Oversaw accounting, budgeting, and financial reporting for site.
• Maintained an orderly, efficient and well-run office of 21 employees/physicians and over 6,000 patients.
• Continually assessed office operations and recommend changes in office workflow, policies and procedures, programs, products and services.
• Responsible for recruitment, orientation, and training of employees and physicians for office.
• Responsible for daily schedule of work assignments and operations. When needed helped cover other employees’ work responsibilities to ensure work is completed.
• Facilitated employee performance evaluations and responsible for performance management of team. Manage ongoing training, performance improvement plans and mentoring for current staff as needed.
• Completed bi-weekly payroll entries for 18 non-exempt employees and ensured personnel information is sent to Corporate Human Resource Department. Provided oversight of appropriate time use and monitored the need and frequency of overtime and float positions.
• Created an environment of customer service and compassion that promotes exceptional patient experiences.
• Served as liaison and primary point-of-contact by answering inquiries, providing information, and addressing concerns. Communicated regularly with Physicians on office management items and CBO updates.
• Promoted a welcoming and inclusive environment for both staff and patients.
• Drove practice alignments with COPC corporate strategy and initiatives intended to improve operational success including, but not limited to, quality and financial success.
• Collaborated with the CBO and other sites to promote effective relationships with patients, government agencies, vendors, insurance plans and all departments.
• Supported and complied with all COPC corporate policies and procedures. Implement and communicate changes to company policies and procedures
• Provided coaching support to all staff and serve as a role model in support of office and corporate initiatives.
• Coordinated with Revenue Cycle for management of accounts receivable, collections and billing issues. Oversee daily balancing, deposits, and timely invoice payment.
• Promoted a culture of inclusion and belonging that values and embraces the contributions of all team members.
• Participated in professional development activities to keep current with trends and practices in health care. Attended regularly scheduled Central Business Office meetings for updated corporate operations.

• Served as interim manager for over 80 sites during weeks to months in times of need until return or hire of new office manager of all Central Ohio Primary Care sites.
• Solved conflicts and addressed issues that occurred between other entities and business and sites.
• Collected and analyzed data and feedback to identify opportunities to improve relationship on all business levels.
• Successfully communicated with entities inside and outside of site to improve business needs.
• Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
• Participated in vendor meeting, trainings and workgroups to improve processes for site.
• Handled accounts payable, accounts receivable, ordering of medical supplies and all administrative tasks
• Documenting daily tasks to keep the old/new office manager and regional manager informed as to what continued needs are.
• Assisted with phone support, clinical support and Go- Lives.
• Upholding strict confidentiality and HIPAA standards
• Addressed and delegated appropriate reporting tasks to staff.
• Supported new managers as they onboard. Mentoring them while they learn the duties of the Office Manager role.

• Provided patients and staff with a positive customer service experience from start to finish during their visit.
• Answered multi lined phones
• Completed prescription requests
• Managed incoming and outgoing referrals for specialists
• Built provider schedules in EMR systems
• Scheduled, canceled and confirmed appointments
• Handled cash payments and balancing of daily accounting for site.
• Review credit card payment data for accuracy
• Created HCFA, Newborn and specialty claims
• Reviewed and collected on bad debt and financial reports
• Provided data on tracking payment by CPT codes
• Worked overdue reports
• Assist in triage as needed
• Provide training materials for cross-training personnel.
• Identified and resolved discrepancies and errors in customer accounts.
• Increased efficiency and team productivity by promoting operational best practices.
• Enhanced productivity levels by anticipating needs and delivering outstanding support.

• Researched patient eligibility and benefits for services and guided patients through benefit issues
• Mentored new employees and provided guidance and directions through training material
• Worked directly with medical and Management administrators to minimize financial loss by addressing time sensitive reports monthly
• Stayed calm under pressure to and successfully dealt with difficult situations.
• Applied administrative knowledge and courtesy to explain procedures and services to patients.
• Verified patient insurance eligibility and entered patient information into system.
• Answered incoming calls for all offices of Central Ohio Primary Care
• Point of contact for 15 site managers
• Held 98% accuracy or higher in call, claims and collection goals.