Courtney Hurst
New Roads,LA
Summary
Adept at elevating operational efficiency and staff development, I significantly enhanced patient satisfaction and revenue at Oak Street Health. Expert in workflow optimization and strategic business planning, my leadership fostered a team-oriented environment while implementing robust policy and procedure developments, showcasing a blend of hard and soft skills essential for practice management. Experienced Practice Manager successful at handling payroll administration and patient relations for physician practices. Promotes business development and community profile by developing positive rapport with patients and handling marketing activities. Successful forging partnerships with hospitals and specialty practices to extend patient care reach.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Practice Manager of Operations
Oak Street Health
04.2021 - Current
- Enhanced operational efficiency by streamlining processes and implementing best practices.
- Reduced overhead costs through diligent budget management and resource allocation.
- Increased patient satisfaction by improving appointment scheduling and wait times.
- Coordinated staff training and development programs for improved workforce productivity.
- Optimized clinic workflow by regularly evaluating and adjusting staff roles and responsibilities.
- Implemented electronic health record systems, ensuring accurate patient data tracking and reduced errors.
- Managed financial processes, including billing, collections, and insurance reimbursements, resulting in increased revenue.
- Established performance metrics to evaluate team efficiency and identify areas for improvement.
- Ensured compliance with industry regulations through regular audits, risk assessments, and corrective action plans.
- Facilitated interdepartmental communication for seamless information sharing between clinical teams and administrative staff members.
- Spearheaded quality improvement initiatives to enhance patient care standards across the practice.
- Nurtured a positive workplace culture by promoting open communication channels, fostering teamwork, and recognizing employee achievements.
- Collaborated with clinicians to develop targeted marketing strategies that attracted new patients while retaining existing ones.
- Addressed patient concerns promptly while maintaining a high level of professionalism, ultimately leading to improved patient retention rates.
- Streamlined human resources functions such as recruitment, onboarding, benefits administration, performance evaluations, conflict resolution among others.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided supervision and management to team of support personnel.
- Addressed and remedied all patient or team member issues.
- Developed close working relationships with front office and back office staff.
- Ordered all office supplies and kept check on inventory levels.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Ordered all pharmacy supplies and kept check on inventory levels.
Practice Manager
Opelousas General Health System
04.2020 - 04.2021
- Managed operations for Primary Care, Internal Medicine, Psychiatry, and School Medicine clinics.
- Supervised front and back-office staff and conducted monthly staff meetings.
- Acted as liaison between staff and physicians, managing all aspects of staff employment.
- Maintained accurate employee files and ensured ongoing staff education.
- Resolved patient complaints and employee conflicts promptly.
- Managed inventory and operational supplies, ensuring effective cost containment.
- Prepared operational, manpower, and capital budgets, adhering to financial constraints.
- Monitored collection functions and ensured compliance with provider contracts and insurance policies.
- Achieved AAAASF Accreditation in April 2021.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
- Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
- Provided supervision and management to team of support personnel.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
Physician Practice Manager
Our Lady Of The Lake Medical Center- Phys. Group
02.2010 - 04.2020
- Improved patient satisfaction by implementing efficient scheduling and appointment management systems.
- Elevated patient experience through the consistent application of responsive communication techniques between patients, providers, and support staff.
- Established new referral networks with local healthcare providers to increase patient volume while maintaining high-quality care standards across services offered.
- Reduced overhead costs through diligent vendor negotiation, inventory control, and expense tracking measures.
- Managed a team of 40, including Clinic Access Representatives, Medical Assistants, LPNs, RNs, and Nurse Practitioners.
- Oversaw hiring, termination, discipline, and promotion of employees.
- Ensured accuracy and timeliness of payroll management.
- Established regulatory-compliant processes and managed departmental budgets.
- Coordinated with 80 clinics to place staff and prepared weekly schedules.
- Resolved patient and staff issues and maintained open communication with hospital departments.
- Implemented cost containment practices and monitored compliance with insurance policies and federal mandates.
- Collaborated with physicians to establish strategic plans for service expansion, practice growth, and quality enhancement initiatives.
- Managed human resource functions such as recruitment, onboarding, performance evaluation, conflict resolution, payroll processing, benefits administration for both clinical and non-clinical staff members.
- Spearheaded quality improvement initiatives by identifying potential areas of concern and implementing targeted remediation strategies to enhance the overall standard of care provided.
- Coordinated facility maintenance efforts to ensure a clean, safe environment conducive to delivering top-notch patient care services.
- Optimized financial performance by developing annual budgets, monitoring expenses, and identifying cost-saving opportunities.
- Ordered all office supplies and kept check on inventory levels.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
Education
BBA - Human Resources Management
Walden University
Minneapolis, MNBachelor of Science - Management And Administration (Human Resources)
Louisiana State University At Shreveport
Shreveport, LA08.2025
Skills
Operational Efficiency
Business Analysis
Staff Development
Workflow Optimization
Employee performance
Strategic business planning
Human Resources
Policy and procedure development
Staff Management
Performance Metrics
Workflow Management
Policy Implementation
Practice Management
Payroll Administration
Affiliations
- Society of Human Resources Management (SHRM)- January 2022
- New Generation Youth League- Director, December 2022
Certification
- Lean Six Sigma White Belt, May 2020
Timeline
Practice Manager of Operations
Oak Street Health
04.2021 - Current
Practice Manager
Opelousas General Health System
04.2020 - 04.2021
Physician Practice Manager
Our Lady Of The Lake Medical Center- Phys. Group
02.2010 - 04.2020
BBA - Human Resources Management
Walden University
Bachelor of Science - Management And Administration (Human Resources)
Louisiana State University At Shreveport
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