Christie Hicks
Philadelphia,PA
Summary
Dedicated, results-driven, and compassionate Medical Services Manager with over eighteen years of experience in healthcare, administration, and team leadership. Proven track record of enhancing operational efficiency and delivering high-quality patient care through effective management of medical staff, resource allocation, and compliance with regulatory standards. Skilled in fostering collaboration among interdisciplinary teams, resolving conflicts, and implementing training programs that promote staff development and retention. Committed to maintaining a positive work environment, while optimizing workflows, and improving patient outcomes.
Overview
18
18
years of professional experience
Work History
Medical Services Manager
LifeStance Health (Formerly HPA)
Philadelphia, PA
01.2021 - Current
- Oversee and provide support to Medical Services Specialists to ensure the delivery of high-quality care to our patients.
- Leverage my extensive knowledge of available healthcare system resources to support patient and physician needs.
- Immediately address emergent issues that arise with patients, such as crisis intervention.
- Supervise the preparation of correspondence related to prescription prior authorization and appeals.
- Manage the day-to-day operations of a multi-disciplinary Medical Services team.
- Develop protocols for staff on proper procedures when caring for patients.
- Monitor and evaluate clinical performance of medical staff to ensure quality standards are met.
- Conduct regular meetings with staff to discuss patient cases, and review policies and procedures.
- Ensure compliance with all applicable laws, regulations, guidelines, and standards related to healthcare services delivery.
- Create reports detailing activities within the department, such as budgeting, staffing levels, and utilization rates.
- Collaborate with other departments to develop strategies for delivering better service to patients.
- Evaluate existing processes and implement changes where necessary to improve the efficiency of medical services provided by team members.
- Facilitate conflict resolution between physicians, nurses, and patients to foster a collaborative healthcare environment.
- Establish clear communication channels between doctors, nurses, and administrative personnel.
- Identify areas where additional resources are needed in order to provide optimal patient care.
- Analyze data collected from surveys regarding customer satisfaction with services provided by the department.
- Responsible for ensuring that all employees have completed required continuing education programs related to their job duties.
- Advised senior management on matters concerning changes in legislation affecting our Medical Services department.
- Work closely with employees to coordinate daily workload and other assignments.
- Oversee the facilitation of communication between patients, medical providers, insurance companies, and pharmacies.
- Foster high morale and staff retention by promoting effective communication, addressing issues promptly, and implementing proactive supervisory practices to create a positive work environment.
- Utilize active listening and strong interpersonal skills to engage effectively with physicians, patients, and colleagues.
- Enforce compliance with local, state, and federal healthcare regulations, including Medicare and Medicaid requirements, HIPAA, and OSHA.
- Manage clinical operations and procedures, and enforce adherence to federal and state regulations and healthcare law requirements.
- Establish standards for the selection, promotion, and termination of staff.
- Develop and implement effective onboarding and coaching programs for new and existing staff, while promoting cross-training opportunities across departments.
- Hired and trained ten new team members to build the Medical Services Team.
- Process and submit payroll for employees accurately and on time, ensuring compliance with all relevant regulations.
Medical Office Administrator
Jefferson Health Urological Associates
Philadelphia
01.2020 - 01.2021
- Scheduled patients for procedures at the hospital, reviewing surgical preparations and instructions with patients while obtaining consent for procedures in addition to scheduling them for post-op appointments.
- Verified eligibility, extracted referrals, calculated copays and out-of-pocket costs based on deductibles, and verified capitations using Navinet.
- Contacted insurance companies to obtain precertification for procedures and tests for patients.
- Answered multi-line telephone system and the physician's emergency phone line, paging on-call physicians to hospitals, who are calling with emergency consult requests for patients.
- Sent necessary records to requesting outside physicians, ensuring the proper record release is signed, and being certain to follow HIPPA guidelines.
- Performed morning opening procedures and end-of-the-day reconciliation.
- Obtained and documented patient's vital signs, reviewed patient's medical history, allergies, and performed medication reconciliation with patients during every visit while recording patient's reason for visit and prepared the patient for the physician before forwarding the patient's chart to the physician.
Patient Care Representative
Hillmont GI
Flourtown
12.2017 - 12.2019
- Led morning check-in at the surgical center, ensured that patients were properly checked in, consents and billing forms signed, copays collected, charts were updated, and patients were prepped for their procedures.
- Performed multiple tests on patients, such as Capsule Endoscopy, H Pylori breath test, Bacterial Overgrowth test, Lactose Intolerance test, and Fructose Intolerance test.
- Sent prescription refills to patients' pharmacies.
- Scheduled appointments, registered patients, and managed patient charts using Allscripts EHR.
Patient Access Representative
Suburban Eye Associates
Huntingdon Valley
04.2016 - 10.2017
- Tested patient's vision acuity and performed Visual Field tests, Fundus Photos, OPTOS, and Optical Coherence tests.
- Scheduled appointments and managed patients' charts using NextGen EMR.
- Submitted medical billing to patients and insurance companies.
Certified Nursing Assistant
Glendale Uptown Nursing Home
Philadelphia
02.2015 - 04.2016
- Assisted patients with ADLs, colostomy, and catheter care.
- Recorded patient's vital signs.
- Monitored patient's input and output.
- Assumed responsibility for safety awareness, accurate, and timely daily documentation on the care provided to the patient.
- Operated Hoyer Lift, sit-to-stand, and wheelchairs.
- Applied splints, braces, and bandages.
Home Health Care Assistant
Dr. Howard Schreibstein
Philadelphia
08.2013 - 12.2014
- Provided hospice care to the patient, providing support and comfort based on the patient's changing needs.
- Assisted family members in coping and preparing for the loss of their loved one.
- Followed the care plan set in place by the patient's son, who was also her physician.
Certified Nursing Assistant
Genesis HealthCare
Philadelphia
04.2011 - 08.2013
- Assisted patients with ADLs, colostomy, and catheter care.
- Recorded patient's vital signs.
- Monitored patient's input and output.
- Assumed responsibility for safety awareness, accurate, and timely daily documentation on the care provided to the patient.
- Operated Hoyer Lift, sit-to-stand, and wheelchairs.
- Applied splints, braces, and bandages.
Certified Nursing Assistant
Private Duty
Langhorne
05.2008 - 01.2010
- Provided hospice care to patient, providing support and comfort based on the patient's changing needs.
- Collaborated with the patient's physician to set a care plan.
- Helped relatives cope with the upcoming loss and provided postmortem care.
Education
Nurse Aide Certification -
Bucks County Community College
Newtown, PAQPR Suicide Prevention Gatekeeper and Crisis Prevention Certification -
Utah State University
Safety-Care Behavioral Safety Specialist & High Severity Behavior Certification -
QBS, INC.
Mental Health First Aid Certification -
National Council For Mental Health
Direct Care Worker Certification -
Bucks County Community College
Newtown, PAOpthalmic Scribe Certification -
International Joint Commission On Allied Health
Professional Certification in Customer Service -
NRF Foundation
Skills
- Proficient in Advanced MD, NextGen, All Scripts, Therapy Appointment, Kareo, Office Ally, NaviNet, Cover My Meds, MD Toolbox, MD Staff, On Call Data, and MS Office
- Leadership
- Team development
- Innovative
- Project management
- Performance Management
- Problem solving
- Verbal de-escalation
- Medical terminology
- Customer service
- Collaborative
- Active listening
- Teamwork
- Detail oriented
- Conflict resolution
- Phone etiquette
- Data analysis
- Operations Oversight
Timeline
Medical Services Manager
LifeStance Health (Formerly HPA)
01.2021 - Current
Medical Office Administrator
Jefferson Health Urological Associates
01.2020 - 01.2021
Patient Care Representative
Hillmont GI
12.2017 - 12.2019
Patient Access Representative
Suburban Eye Associates
04.2016 - 10.2017
Certified Nursing Assistant
Glendale Uptown Nursing Home
02.2015 - 04.2016
Home Health Care Assistant
Dr. Howard Schreibstein
08.2013 - 12.2014
Certified Nursing Assistant
Genesis HealthCare
04.2011 - 08.2013
Certified Nursing Assistant
Private Duty
05.2008 - 01.2010
Nurse Aide Certification -
Bucks County Community College
QPR Suicide Prevention Gatekeeper and Crisis Prevention Certification -
Utah State University
Safety-Care Behavioral Safety Specialist & High Severity Behavior Certification -
QBS, INC.
Mental Health First Aid Certification -
National Council For Mental Health
Direct Care Worker Certification -
Bucks County Community College
Opthalmic Scribe Certification -
International Joint Commission On Allied Health
Professional Certification in Customer Service -
NRF Foundation
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