Cassandra Masson
New York,NY
Summary
An Operations Professional with a background in streamlining business processes and human resource activities. Heightened communication skills, team leadership, collaboration, and the delivery of superior patient responsiveness. Detail-oriented Medical and Health Services Manager passionate about facilitating excellent patient care. Adept at designing and implementing policies and procedures. Motivated team builder and supervisor focused on driving team collaboration.
Overview
10
10
years of professional experience
Work History
Practice Supervisor
Weill Cornell Medicine
New York
09.2021 - Current
- Manage and oversee a team of 10, ensuring seamless operations and high-quality patient care
- Coordinate and oversee office schedule for 14 healthcare providers, ensuring efficient appointment booking, minimizing patient wait time, and optimal utilization of office resources
- Conduct daily office audits for compliance and operational efficiency
- Proactively address and resolve office-related issues before escalating to IT support, establishing a seamless workflow, and minimizing disruptions
- Stay up to date with healthcare regulations and departmental compliance standards
- Analyze daily time and attendance reporting to optimize office productivity and efficiency
- Import weekly payroll data accurately
- Collaborate with healthcare providers to reinforce the importance of OB/GYN appointments to patients leading to a 40% increase in office new patient availability
- Direct inventory management, usage, and ordering of office supplies
- Works closely with billing to maintain a working knowledge of insurance updates
- Responsible for administrative staff onboarding and training process
- Design and execute training programs for new employees within the department
- Facilitates quarterly new employee orientations with participation of up to 35 attendees
- Project manage Obstetric packets, collaborating with the Chief of Labor and Delivery to ensure that the packet aligns with the latest ACOG guidelines
- Report the provider's productivity to the chief of Labor and Delivery
- Monitor and deliver a quarterly summary of provider competencies to physicians within the office, including a comprehensive review of areas for improvement
- Collaborate with healthcare providers, nurses, and administrative staff to achieve high-quality care for patients
- Provide effective solutions for patient concerns.
Practice Specialist
Weill Cornell Medicine
New York
12.2017 - 09.2021
- Lead a 13-person team in a call center environment
- Monitor staff productivity metrics, reviewing call volumes and the number of abandoned calls
- Manage performance levels, conduct appraisals, and ensure elevated patient and physician service and responsiveness
- Efficiently manage time and prioritize tasks
- Project management of the development and launch of the Senior Patient Coordinator mentorship journal
- Project management of the site training manuals
- Manage patient concerns, ensuring seamless management of appointment requests and scheduling concerns
- Lead new employee onboarding and training
- Generate reports using Cognos
- Serve as a patient advocate by addressing insurance, self-payment, physician, and visit concerns resulting in my receipt of the department’s Special Thanks and Recognition (S.T.A.R.) Award.
Senior Patient Coordinator
Weill Cornell Medicine
New York
07.2014 - 12.2017
- Maintain patients’ Electronic Medical Records in EPIC
- Provide high-quality patient care
- Answered 50-60 incoming calls daily
- Registered 70-80 patients in a busy Obstetrics and Gynecology office with a high patient population
- Obtain authorizations and referrals from insurance companies for various procedures
- Coordinate procedures for patients, instructing patients on pre-surgical testing, preoperative guidelines, and post-operative instructions, and scheduling post-operative follow-up appointments
- Track patient appointment attendance and follow up with patients to ensure continuity of care, resulting in improved appointment compliance rates
- Trained and developed new hires for the front desk and call center.
Education
Bachelor of Business Administration - Healthcare Management
Metropolitan College of New York
01.2017
Skills
- MS Office Suite
- Epic Super User
- Cisco
- Cognos
- Multitasking
- Avaya
- Data management and analysis
- Patient Education
- Communication
- Organizational Skills
- Medical Knowledge
- Problem-solving
- Training and Mentoring
- Clinical Supervision
- Staff Development
- Multidisciplinary Collaboration
- Patient Care Coordination
Languages
- English
- Haitian Creole
Timeline
Practice Supervisor
Weill Cornell Medicine
09.2021 - Current
Practice Specialist
Weill Cornell Medicine
12.2017 - 09.2021
Senior Patient Coordinator
Weill Cornell Medicine
07.2014 - 12.2017
Bachelor of Business Administration - Healthcare Management
Metropolitan College of New York