Cathy Lui
Summary
Dedicated healthcare professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. High-achieving operations director with expertise in leading cross-functional teams through process and policy changes and in the completion of projects and company initiatives focused on increasing efficiency, client satisfaction, and profits. Working knowledge of managed care, IPA, and fee-for-service healthcare models including Medicare Advantage, Denti-Cal, HMO, and PPO insurances with the ability to manage revenue cycle for optimal cashflow, low denial rates, and successful appeals. Known for stellar financial performance and the ability to create an environment of cohesion and team spirit, with high levels of engagement and performance.
Overview
14
14
years of professional experience
Work History
Director, Group Operations
Optum/ United Health Group
05.2022 - Current
- Developed interdisciplinary teams focused on providing high quality comprehensive patient-centered care to improve patient outcomes and reduce hospital admissions by 7.47% over 12 months and 30 day readmissions by 25% in 18 months.
- Cultivated a positive work environment that fostered employee engagement, increased retention rates, and boosted overall team morale, reflected by a 10.14% increase in employee experience indices from 2022 to 2023.
- Improved manager effectiveness of supervisors within my supervisory hierarchy by 18.25% through enhanced mentorship, regular communication, goal setting, and performance evaluations.
- Leveraged data analytics insights for informed decision-making to drive improvements in key organizational goals and objectives related to STAR Quality measures and Risk Adjustment.
- Spearheaded a committee that created and implemented a standardized onboarding process to reduce friction points for hiring managers and to improve the onboarding experience and attrition rates of new hires within their first year of employment.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Oversaw the integration of new technologies such as a new referral platform into daily operations, increasing efficiency and promoting data-driven decision making.
Regional Operations Director
Exer Urgent Care
10.2020 - 04.2022
- Direct operational oversight of a high performing $15MM portfolio that encompasses eight urgent care facilities in Los Angeles with 5 direct reports and a team of over 170+ teammates
- Effectively drove quality patient care, exceptional customer service, and the reduction of inefficiencies, resulting in a 90% improvement in customer satisfaction rating measured by NPS scores over 18 months.
- Worked cross-functionally within a highly matrixed organization to achieve improvement in company-wide communications and continuous process change rollouts amidst changing Covid-19 demands.
- Self-motivated, with a strong sense of personal responsibility to patients and the Company's mission, vision, and values.
Orthodontic Regional Manager
Western Dental, Inc.
05.2014 - 10.2020
- Lead daily operations for six to eight facilities in the Greater Los Angeles area
- Forge and foster strong working relationships with orthodontists, pediatric dentists, and department heads, and collaborate on strategies to enhance patient care and improve processes and performance
- Establish and monitor key performance metrics and coach and mentor team members, educating on best methods to meet/exceed production goals
- Monitor insurance billing and revenue cycle to maintain low days outstanding in Accounts Receivable (A/R)
- Orchestrate program and system implementation and ensure process standardization.
- Enhanced team performance by providing regular coaching, training, and performance feedback to staff members.
Practice Manager of Operations
Pacific Prolotherapy & Medical Wellness Center
09.2012 - 03.2013
- Propelled forward progress for operations, collaborating with office staff and departments to ensure alignment of processes with operational goals and objectives
- Administered all HR functions related to recruitment, hiring, training, and performance management
- Conducted weekly staff meetings to improve processes and practice operations.
Practice Administrator
The Gelb Center
01.2010 - 06.2012
- Supported CEO in the management of multi-specialty practice operations, including treatment case presentation (Sales), financial arrangements, A/P and A/R, daily account reconciliation, and marketing
- Ensured quality patient care and built solid client relationships
- Partnered with digital media team to enhance online brand name and reputation
- Delivered exceptional outcomes for revenue cycle, through proper insurance verification and claims submission, and winning appeals.
Education
Coursework for Doctor of Dental Surgery -
NYU College of Dentistry
New York, NY01.2009
Bachelor of Science - Biology
University of California
Los Angeles, CA01.2004
Skills
- Managed Care & IPA Medical Group Experience
- Operations Management
- Strategic Planning & Execution
- Process Improvement Initiatives
- Client Relationship Management
- Business Development
- Key Performance Metrics Management
- Staff Development & Leadership
Affiliations
- Snowboarding
- Running
- Cooking Authentic Vietnamese Food
- Reading
References
References available upon request.
Timeline
Director, Group Operations
Optum/ United Health Group
05.2022 - Current
Regional Operations Director
Exer Urgent Care
10.2020 - 04.2022
Orthodontic Regional Manager
Western Dental, Inc.
05.2014 - 10.2020
Practice Manager of Operations
Pacific Prolotherapy & Medical Wellness Center
09.2012 - 03.2013
Practice Administrator
The Gelb Center
01.2010 - 06.2012
Coursework for Doctor of Dental Surgery -
NYU College of Dentistry
Bachelor of Science - Biology
University of California
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