Davetta Watson
Champaign,IL
Summary
I am an exemplary professional with over 15 years of healthcare operations experience providing top-notch quality and excellent patient care to a wide variety of patient population. I am a service driven professional with well over 20 years of experience working in diverse settings. I remain committed to adhering to the principles of quality, integrity, dignity and respect, and continuous improvement to ensure I am in line with my employer’s organizational goals. I am a dedicated professional, accountable, and responsible worker with a strong focus in improving outcomes; aiming to utilize the knowledge and skills I have obtained through my education, work, and real-life experiences.
Overview
21
21
years of professional experience
Work History
Operations Manager
Community Health Partnership of Illinois
11.2022 - Current
- Oversees the entire facility operations from opening to closure, responding to emergency calls, operational hours and days and the accuracy of positing for all assigned sites.
- Responsible for the appropriate specialty scheduling that will achieve patient and provider productivity success.
- Manage from research and guide the development team with the demographic of patients populations for the recruitment and utilization of these sites.
- Identify key partners that will support the referrals of clients to the sites for not only primary care but for other social services that CHP provides.
- Manage the inflow/out flows of telephone calls that comes into and out of the center.
- Manage the cleanliness of the health center sites.
- Ensure clinical and administrative staff at all assigned location have the tools and supplies needed to carry out their daily task.
- Manage assigned health centers in accordance with CHP's policies, procedures, and applicable regulations.
- Management duties including planning, assigning, and directing work; coaching, supervising, appraising performance, and guiding professional development; rewarding and disciplining employees/or reporting gaps to key leaders; addressing employee relations issues and resolving problems.
- Plans and organizes daily activities related to operations.
- Measures productivity by analyzing performance data, financial data, and activity reports.
- Accountable for patient access and patient scheduling.
- Maintain strong knowledge of clinical workflows and best practices.
- Responsible for ensuring the team delivers service that meets and exceeds departmental goals, while fostering a culture that strives for operational and compliance excellence.
- Creating and managing community partners relations that drives patient access and other social service access for the benefit of the patients and CHP.
- Manage the customer service delivery process to produce the desired outcome of a high-quality service that satisfies customer demands.
- Analyzing data to calculate the cost-benefit ratio of each health center assigned in collaboration with finance.
- Monitor employee schedules and adherence.
- Measures productivity of each assigned site by analyzing performance data, financial data, and activity reports.
- Create, maintain, implement, and execute departmental workflows, forms, policies and procedures, and other resource documents to ensure that the most current information is available; continuously evaluates processes and procedures; ensure consistency across all centers.
- Provide recommendations for process improvement to address bottlenecks within the centers and center departments.
- Determines labor needs to meet operational goals.
- Ensures that assigned departments/clinic locations have adequate coverage; Provide coverage support where needed in collaboration with the Nursing Director and Human Resources.
- Participate in & lead team huddles as assigned.
- Assists with clinical compliance under all federal and state law and funding source guidelines/requirements.
- Ensure clinical operations and safety related information is clearly communicated and understood by staff.
- Collaborates with key leaders to develop, implement, and monitor emergency response plans.
- Collaborates with staff and other key leaders to monitor and address patient complaints.
- Develop, track, and report out on Key Performance Indicators (KPIs).
- Implement, monitor, and report out on strategies to improve assigned centers performance outcomes.
- Serve as the liaison between direct supervisor and clinical/clinical support staff.
- Work in conjunction with the clinical leads to develop routine and ad hoc reports to update the status and implementation plans of programs, services, and quality initiatives.
- Consult with direct supervisor to discuss service problems.
- Actively participation in special projects and quality initiatives as assigned.
- Perform audits (payer; program; internal; or external) for departments and report as directed.
- Familiar with Electronic Health Record System (Athena), including but not limited to trained as superuser status and responsible for training others.
- Remain knowledgeable and well-educated on current trends/evidence in the industry.
- Participates in internal and external committees as assigned and/or volunteered.
- Coordinates with marketing specific marketing needs for each assigned health center.
- Oversees the shipping and receiving functions at all assigned sites.
- Help promote a company culture that encourages top performance and high morale.
- Examining the company's resource management and looking for ways to boost employee productivity.
- Resolving disputes between departments about resources and resolve inventory management concerns.
- Constructing and coordinating logistics-enhancing solutions between health center sites.
- Build alliances and partnerships with other organizations.
- Manage administrative supplies, ensuring that adequate suppliers are in place to support administrative staff needs, submitting work orders and ensuring work orders are followed through with.
- Support Nursing Director on the proper, timely and compliant medical records management.
- Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
- Work closely with the inventory manager and team to perform analysis of our inventory and ensure we are utilizing our inventory effectively, purchasing the right equipment, maintaining solid inventory data, and reduce sub-rental expenses.
- Manages each health centers patient service access to ensure that all schedules are at capacity and strategies are in place to ensure productivity is achieved by implementing shared directives from management and adding compliant strategies as they seem fit to ensure success.
- Ensure strategies are in place to achieve and maintain a full schedule for all providers at health centers assigned.
- Ensure double booking as a strategy is implemented as needed for assigned CHP health center to achieve targets working in collaboration with Revenue Cycle Manager.
- Adapt and implement shared strategies to maintain and improve repeat patient visits for those patients with needs based on CHP's quality strategies.
- Identify and implement strategies to reduce no-show rates working in coordination with the Management Team.
- Collaborate with key CHP leaders to include the Medical Director, the Director of Nursing and others to ensure that proper and timely planning and scheduling are in place to support year round and seasonal initiatives.
- Support the planned annual outreach for seasonal agricultural worksites, farmworker housing, Head Starts and Health Start Centers as well as other program as they come on line.
- Streamlined operational processes to enhance service delivery efficiency.
- Mentored team members, fostering a culture of continuous improvement and collaboration.
- Implemented workflow optimization strategies, reducing turnaround times for patient services.
- Developed training programs to elevate staff capabilities and ensure compliance with health regulations.
- Analyzed performance metrics to identify areas for operational enhancement and resource allocation.
- Led cross-functional teams to coordinate community outreach initiatives and maximize health program impact.
- Established quality assurance protocols to maintain service excellence across all operations.
- Facilitated stakeholder meetings to align operational goals with strategic health initiatives and community needs.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- 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 maintained relationships with external vendors and suppliers.
Patient Health Navigator
Community Health Partnership of Illinois
08.2021 - 11.2022
- Help the client navigate through the health care system.
- Care Coordination.
- Serve as a care transition coach /care coordinator.
- Provide information on health and community resources.
- Coordinate transportation/Contact Tracing.
- Make appointments, and deliver appointment reminders.
- Support Patient Referral Needs.
- Provide education about Marketplace Insurance & Medicaid Application, Open Enrollment.
- Provide referrals and fulfill referrals as quickly as possible in a timely manner.
- Coordinate community events and Health Fairs.
- Coordinate visits with the doctors.
- Coordinate lab, radiology(x-rays), or other testing.
- Assist and help manage the client’s medications.
- Understand the client’s health conditions or needs. Help client establish care with a PCP.
- Assist with completing necessary paperwork for program support.
- Advocate for the client with both medical and non-medical programs.
- Assist the client with other resources such as income, rent, and utility assistance.
- Provide quality assurance techniques by following up with the client to ensure their needs were met and they are self-sufficient.
- Serve as a liaison/link/intermediary between health/social services and the community to facilitate access to services and improve the quality and cultural competence of cultural delivery.
- Document client information through Sales Force.
- Collaborate with Community Based Organizations (CBO), and Federally Qualified Health Centers (FQHCs) regarding common trends in the community.
Community Health Worker
NAACP Pandemic Health Navigator Program
03.2021 - 08.2021
- Coordinate visits with the doctors.
- Coordinate lab, radiology(x-rays), or other testing.
- Assist and help manage the client’s medications.
- Understand the client’s health conditions or needs. Help client establish care with a PCP.
- Assist with completing necessary paperwork for program support.
- Provide referrals and fulfill referrals as quickly as possible in a timely manner.
- Advocate for the client with both medical and non-medical programs.
- Assist the client with other resources such as income, rent, and utility assistance.
- Provide quality assurance techniques by following up with the client to ensure their needs were met and they are self-sufficient.
- Serve as a liaison/link/intermediary between health/social services and the community to facilitate access to services and improve the quality and cultural competence of cultural delivery.
- Document client information through Sales Force.
- Collaborate with Community Based Organizations (CBO), and Federally Qualified Health Centers (FQHCs) regarding common trends in the community.
Human Resource Recruiting Specialist
Global Auto Inc
02.2019 - 04.2021
- Scheduled interviews and performed phone screens.
- Worked directly with candidates and HR Managers.
- Updated candidate records and job postings in recruitment systems.
- Confirmed new hires, provided follow-up information via phone and/or email.
- Tracked recruiting and recruitment activity status in a weekly report that is presented to talent acquisition.
- Coordinated job fairs, and sourced various avenues for new candidates.
- Providing post-interview information to the appropriate department Hiring Manager.
- Develop regional advertising that reinforces Global’s company brand.
- Audit application statuses and recruiter follow-up to ensure weekly goals are achieved.
- Conduct reference checks, employment verifications.
- Extend employment offers.
- Coach / counsel associates.
- Introduced new employers to the Workforce and Career Development Center's job site resulting in additional contacts and positions for people.
- Communicate information to interested candidate regarding logistics and details for career fairs.
- Planned and hosted 'Global Auto Apprentice Program,' showcasing NAPA Auto Parts.
- Implemented Behavior Standards at the workplace.
- Consulted in numerous project teams to create and implement new recruiting procedures and technology throughout Global Inc.
- Efficient time management returned all recruiter(s) voicemails and e-mails in a timely manner.
Quality Reporting Specialist
Carle Foundation Hospital
01.2014 - 02.2019
- Responsible for departmental tasks and projects that support quality management functions for patient registry tracking and auditing.
- Conduct, compile, score, and report audits.
- Quality and safety performance improvement initiatives and teams.
- Data analysis and reporting for collaborative and other programs, including but not limited to: National Database of Nursing Quality Indicators (NDNQI), Meaningful Use (MU), Det Norske Veritas Healthcare (DNV), Physician Quality Reporting (PQRS), CMS Core Measures, International Organization for Standardization (ISO), Electronic Clinical Quality (eCQMs).
- Submitted correct diagnosis codes to Patient Accounts.
- Perform a comprehensive review of patients’ records, aimed at ensuring complete data capture.
- Confirm that the diagnosis of each doctor or specialist is correct.
- Check all coded information to verify accuracy and completeness of each case and identify and resolve any issues that may transpire.
- Audit patient records and assess the accuracy and completeness of each record, following pre-established CMS guidelines.
- Work with the Coding Dept to determine the types of procedures that patients have gone through, and which codes correlate with these procedures.
- Handle proper code selection activities by applying advanced knowledge of medical terminology and treatment modalities.
- Queried RNs and physicians in case of any ambiguity.
- Conduct daily patient chart reviews as deemed necessary as determined by organizational performance and CMS requirements for Inpatient Core Measures.
- Communicate deficiencies to nursing unit leadership for correction, as well as track trends of concern.
- Conduct concurrent reviews.
- Monitor and support applicable quality-related meaningful use criteria and other federal, state, or third-party payer programs.
- Collaborate with Information Technology to timely and accurately submit data to regulatory and reporting agencies as applicable.
- Collaborate with performance improvement teams and quality committees both internal and external to the department to monitor, update, facilitate and/or support quality, patient safety, and performance improvement initiatives across the organization.
- Monitor and support active chronic disease and other registries and assist with the development of new registries as applicable.
- MRSA: daily surveillance event reporting/tracking tool.
- Influenza Like Illness (ILI): conduct weekly audits, report data to CMS.
- Coordinate and conduct ISO Audits with department leaders; and support ISO internal auditing throughout the organization.
- Incorporate risk, quality, performance improvement and patient safety principles.
- Assist with educational programs regarding principles of quality, safety, and performance improvement.
- Quality and benchmarking data reported to stakeholders.
- Performed risk analysis, workflow analysis, and outcome assessments.
- Report programmatic data to CMS.
- Report patient outcomes and nurse sensitive indicators at the unit-level to the NDNQI database.
- Evaluated patient care procedural changes for effectiveness.
- Directed development of system wide nurse navigation Influenza Screening Tool for Inpatient & Ambulatory Care.
Certified DOT Drug Screen and Alcohol Collector
Carle Foundation Hospital
03.2007 - 02.2019
- Accurately performed and completed requested services on proper client per standards and protocols in an efficient and professional manner.
- Reviewed client paperwork and documentation, assured completion of all required sections and records and additional supplemental information.
- Communicate the purpose of testing and evaluation procedures explained as needed regarding findings to the patient or client.
- Monitored the patient’s performance and consulted with other health care providers as needed regarding any concerns.
- Provided clear and consistent instructions to the patient maintaining safe environment for maximum performance and accurate completion of testing.
- Documented information and data collected accurately, legibly, clearly, completely in appropriate areas.
- Reported results to appropriate parties per established protocols in a timely manner.
- Managed collection processes, ensuring timely follow-up on outstanding accounts.
Certified Medical Assistant
Carle Foundation Hospital
02.2007 - 12.2013
- Assisted with establishing a patient center front office workflow system.
- Provided excellent patient care with kind, informative, telephone and front desk communication assisted in scheduling, filing, and maintaining patient records, and scanning paperwork into the system.
- Trained medical staff, medical assistants, and office staff on electronic medical record workflow.
- Patient care-performed CMA triage, patient preparation.
- Vital signs measurement.
- Assisted physician with clerical duties as needed. Primary patient contact.
- Assist with patient exams and procedures.
- Collaboration of Care, Injections, Medication Reconciliation.
- Served as a liaison between management, clinical staff, and the community.
- Ensured the accuracy of public information and materials, developed patient education, and process improvement.
- Actively maintained up-to-date knowledge of applicable State and Federal laws.
- Prioritize patient daily care according to acuity and, schedule patient.
- Cooperated with other health related agencies and organizations in community activities.
- Collected Co-pays and insurance data to ensure full and proper payment.
- Organized follow up procedures, referrals, and surgeries.
- Obtained authorizations and pre-certifications for patients for office visit, surgeries, and hospital procedures.
- Coordinated and manage front desk staff, coordinate front desk staff, and nurse lunches.
- Educate/train physicians, nurses, and clinical staff on computer software programs.
- Alert healthcare professionals of incoming patients and communicate patient concern/issue to appropriate staff member.
- Maintain department inventory i.e., supplies.
- Manage appointments for physicians and nurse calendars.
- Mentor, train, coach and on boarded new staff.
- Maintained a working knowledge of medical terminology to record and interpret patient's information.
- Communicated laboratory test results and doctor's instructions to patients.
- Provided confidential patient related documentation.
- Float CMA, Transferred to Specialties to work with: Pain Management, Ophthalmology, Cancer Center, Breast Imaging, Spine, Occupational Medicine, Family Medicine, Sports Medicine, Obstetrics & Gynecology, Radiology.
Medical Office Assistant
Carle Foundation Hospital
05.2004 - 02.2007
- Organize office functions and assist with daily operations.
- Perform all duties related to medical office work with precision and attention to detail.
- Meet patients with poise and professionalism.
- Instrumental in preparation of physician's communication with patients.
- Scheduled appointments checked patients in and out and collected patient payments.
- Organized and updated patient files.
- Assisted physician with clerical duties as needed. Primary patient contact.
- Collected Co-pays and insurance data to ensure full and proper payment.
- Gathered patient information with accuracy for office database/billing purpose.
Education
Master of Health Administration - Health Care Operations
Capella University
Minneapolis, MN06.2016
Bachelor of Science - Healthcare Studies
Walden University
Minneapolis, MN04.2013
Skills
- high-quality customer service
- Effective problem resolution
- Collaborative team management
- Operational efficiency management
- Service excellence
- Informed decision-making
- Employee morale enhancement
- Skilled in MS Office tools
- Effective goal development
- Strong verbal and non-verbal communication
- Goal-oriented planning
- Proficient in time management
- Administrative operations
- Workflow optimization
- Task scheduling
- Project planning expertise
- Effective organizational management
- Team leadership
- Team development
Leadership Experience
- Member of Unit Partnership Council for Carle Foundation Hospital
- Nationally Certified in Ambulatory Care by the AAMA
- Member of Carle Foundation Hospital Mentor Program
- Member of National Association for Healthcare Quality (NAHQ)
- Member of ISO 9001: Internal Auditor Team
- Member of Nursing Evidence Best Practice Team (EBP) for Carle Foundation Hospital
- Member of Carle Academy Leadership Program
Timeline
Operations Manager
Community Health Partnership of Illinois
11.2022 - Current
Patient Health Navigator
Community Health Partnership of Illinois
08.2021 - 11.2022
Community Health Worker
NAACP Pandemic Health Navigator Program
03.2021 - 08.2021
Human Resource Recruiting Specialist
Global Auto Inc
02.2019 - 04.2021
Quality Reporting Specialist
Carle Foundation Hospital
01.2014 - 02.2019
Certified DOT Drug Screen and Alcohol Collector
Carle Foundation Hospital
03.2007 - 02.2019
Certified Medical Assistant
Carle Foundation Hospital
02.2007 - 12.2013
Medical Office Assistant
Carle Foundation Hospital
05.2004 - 02.2007
Master of Health Administration - Health Care Operations
Capella University
Bachelor of Science - Healthcare Studies
Walden University