Bruce Speller
Philadelphia,PA
Summary
Forward-thinking professional bringing more than 15 years of experience working for fast-paced physician practices. Exceptional success driving financial improvements and revenue increases for large specialty practices.
Overview
15
15
years of professional experience
Work History
Senior Practice Manager – Department of Surgery
Penn Medicine, Clinical Practices of the University of Pennsylvania
01.2022 - Current
- Manages Daily Operations of high volume plastic surgery practice
- Ensures management of daily practice operations run effectively and efficiently amongst two locations
- Including patient scheduling, billing, and coordination of services
- Regularly meets with employees to improve communication and to build productive relationships
- Solicits feedback on how to improve performance and provides constructive feedback
- Responsible for generating and maintaining budget for multiple accounting units
- Supports the Operational and Finance Leadership teams in developing and implementing common financial systems and standards in a coordinated and efficient manner
- Ensure regional/practice operations fully utilize appropriate financial controls and comply with Federal, State, Professional and local financial requirements
- Provides operational leadership to practice, assuring the practice maintains a patient/customer focus, achieve fiscal viability by meeting or exceeding practice budget
- Assist the Associate Chief Operating Officer in creating a patient and customer focused practice designed to support delivery of the highest quality care, attract and develop a team of highly capable staff between two offices
- Provides support to physicians for their academic involvement, such as CV/CME updates, credentialing, reimbursements, etc
- Provides support to physicians in their research initiatives, such as ensuring compliance with the protocols and working together to implement research goals with clinic operations
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Addressed and remedied all patient or team member issues.
- Provided supervision and management to team of support personnel.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Supervised team of 19 office personnel.
- Developed close working relationships with front office and back office staff.
- Developed policies and procedures for effective practice management.
- Consulted with healthcare professionals on business decisions.
- Created and implemented organizational policies and procedures.
- Oversaw accounting, budgeting, and financial reporting.
- Communicated closely with patients, ensuring medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
Pediatric Operations Manager – Primary Care
Einstein Health Network
03.2021 - 11.2021
- Managed Primary Care Operations for Primary Care Providers and Registration Staff
- Administrative oversight includes overseeing daily practice processes and provide supervision for 26 direct reports in 4 Primary Care Offices
- Managed operations of 4 primary care offices to ensure effective and successful management of each office
- Worked with providers in establishing patient care schedules that maximize patient access to meet and exceed practice visit targets
- Coordinated with physician leadership in identifying, recommending, and implementing plans relating to the practice needs
- Facilitated monthly physician/management meetings; creating agendas, provide pertinent data and metrics, and plays a vital role in the decision-making process
- Facilitated monthly staff meetings ensuring staff are aligned with performance initiatives and goals
- Managed the revenue cycle, ensuring the inclusion of patient demographics, insurance verification, copay collection, and charge completion by clinical staff
- Monitored patient satisfaction reports, shares data with providers and staff to discuss strategies on improving the patient experience.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Mitigated business risks by working closely with staff members and assessing performance.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Reduced operational risks while organizing data to forecast performance trends.
Emergency Department Operations Supervisor – Emergency Medicine
Children’s Hospital of Philadelphia
08.2018 - 02.2021
- Managed Emergency Department Operations for Registration Staff
- Administrative oversight includes overseeing registration processes and provide supervision for 20 direct reports in 3 clinical areas
- Managed operations of 24-hour emergency department to ensure efficient and effective management of the department
- Was responsible for team management and coordination
- Including employee recruitment, staffing, and onboarding
- Was involved in multiple Quality Improvement projects in the department, as well as consult in projects in other clinical areas
- Assisted staff with implementing professional goal plans for each Fiscal Year
- Reviewed/Maintained/and Approved employee timecards using KRONOS
- Was involved in mentoring and training new supervisors/leaders along their professional journey
- Maintained that the department followed all EMTALA regulations and stayed compliant with JCHO requirements
- Developed, implemented, and reviewed operational policies and procedures
- Identified trends in data to plan future projects to maintain efficient department flow
- Fostered strong communication and relationships among clinical and administrative staff to create the most efficient work environment for all staff
- Motivated and trained employees to maximize team productivity.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Managed internal operational standards and productivity targets.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Analyzed department metrics and performance and reported findings to management.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
Lead Patient Access Representative
Penn Medicine, The Hospital of the University of Pennsylvania
07.2008 - 08.2018
- Managed Emergency Department Operations for Registration Staff when ED Supervisor is unavailable
- Administrative oversight includes overseeing 3,000 patient visits monthly, registration processes, and provide supervision for 20 direct reports
- Implemented 24/7 intake process for all patients presenting to the Emergency Department to be identified appropriately by the registration staff and not the clinical staff
- Ensured all new and updated insurance information has been verified and documented
- Recognized and corrected employee-scheduling issues, which resulted in a more efficient scheduling of staff
- Ensured appropriate staffing coverage in all assigned areas in the outpatient locations and ED Registration
- Communicated staffing shortages to ER Charge Nurse and adjusted when needed
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Obtained patient's insurance information and determined eligibility for benefits for specific services rendered.
- Performed patient scheduling and registration functions to serve as initial contact point for emergency room visits.
- Providing excellent customer service by promptly answering patient inquiries.
- Collected and entered patient demographic and insurance data into computer database to establish patient's medical record.
- Identified insurance payment sources and listed payers in proper sequence to establish chain of payment.
- Trained new staff on hospital processes and procedures.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Resolved patient billing issues in line with established guidelines.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Received patient deductibles and co-pay amounts and discussed options to satisfy remainder of patient financial obligations.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Answered incoming calls, scheduled appointments and filed medical records.
- Provided excellent customer service to patients and medical staff.
- Trained new staff on filing, phone etiquette and other office duties.
Education
Health Administration
Saint Joseph’s University
Philadelphia, PA05.2016
Bachelor of Arts in Communications and Media Relations - Communications
Neumann University
Aston, PA12.2006
Skills
- Change Management
- Business Development
- Innovation and Creativity
- Strategic Planning
- Staff Development
- Data Analysis
- Performance Measurement
- Budgeting and Forecasting
- Resource Allocation
- Policy Implementation
- Emotional Intelligence
- Risk Assessment
Key Areas Of Expertise
- Patient Safety
- Compliance
- Hospital Administration
- Operations Management
- Customer Service, Satisfaction & Relations
- Quality Improvement
- Team Leadership
Timeline
Senior Practice Manager – Department of Surgery
Penn Medicine, Clinical Practices of the University of Pennsylvania
01.2022 - Current
Pediatric Operations Manager – Primary Care
Einstein Health Network
03.2021 - 11.2021
Emergency Department Operations Supervisor – Emergency Medicine
Children’s Hospital of Philadelphia
08.2018 - 02.2021
Lead Patient Access Representative
Penn Medicine, The Hospital of the University of Pennsylvania
07.2008 - 08.2018
Health Administration
Saint Joseph’s University
Bachelor of Arts in Communications and Media Relations - Communications
Neumann University
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