Dorothy Saunders
Bronx,NY
Summary
Seasoned patient administration and operations leader and professional with 15+ years of experience. 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.
Overview
15
15
years of professional experience
Work History
Director Patient Services and Operations
Ryan Health/NENA
02.2016 - Current
- Providing executive-level supervision and leadership for programs devoted to welfare of patients. Manage and direct activities of all frontline staff, providers and other staff
- Direct transformation of clinic operations to align with Federal Qualify Healthcare Center (FQHC) requirements and mission statement
- Direct patient flow, patient centered care, cycle time, including covid-19 regulatory standards, budgetary monitoring and clinical care processing
- Create and monitor staff and providers schedules, maintain patient hub and follow-up with patient waiting lists to ensure maximum access for patient scheduling
- Direct clinic day to day operations that support successful cash flows outcomes, including accurate data entry analysis, patient payment, daily cash out, and routine verification of patient's insurance status
- Review and convey with staff their job descriptions and resources associated with their responsibilities, to ensure compliance, efficiency, and patient satisfaction
- Recruit new hires, train and mentor all front-line staff in performance of operational functions including provider/patient relations, patient flow, medical records, appointments, schedules, registration, and staff coverage, billing, and cash collections
- Manage and complete performance evaluations, mentor and train in all aspects for job responsibilities, assigned their required duties by providing appropriate feedback through fair and accurate performance reviews
- Participate in weekly leadership meetings with senior management, chief medical director, executive director, and deputy director
- Monitor site reporting, resource management, quality assurance and other concerns related to clinic operations
- Follow policy and procedures for healthcare clinic
- Manage efficiency and effectiveness management of community healthcare center operations
- Direct frontline, clinical and provider staff with any activities pertaining to day to day operations of clinic
- Track and manage, no show rate, cycle time, revenue cycle, e-faxes, and referral services
- Ensure efficient and effective delivery of service, while promoting highest level of customer service patients and assign daily tasks to meet center's goals
- Ensure patient information remains compliant with all applicable laws, regulations, and guidance's with policies and procedures and HIPPA
- Process payroll and minimized overtime as needed to support patient workflow
- Collaborate with clinical staff, practice and other staff to improve operations, maximize revenues and minimize cost
- Assist with facilitating preparations for managing operating and capital budgets, ensuring areas operate within budgetary limit
- Interview and hire appropriate applicants for open FTE's and maintaining confidential information
- Chair monthly staff meeting and set department goals
- Handle patient complaints, concerns and enforced disciplinary action as necessary
- Create schedules and care teams for nursing staff, (LPN's, and MA's) and apply ratio staffing to assist providers
- Ensure healthcare center is compliance with all HIPAA privacy and security rules and regulations are maintained
- Experience with 1199 union contract and holding staff accountable
- Increase company revenue by streamlining processes and implementing cost-saving measures.
- Improve project efficiency with strategic planning, resource allocation, and time management practices.
Patient Services Manager
Providence Hospital
01.2009 - 12.2015
- Oversaw operations for hospital patient units (cardiology, pediatrics, ICU, rehabilitation, psychiatry, surgery)
- Coordinated and maintained patients and visitors experienced through daily patient rounding and followed up with feedback on patients experienced
- Conducted staff meetings to review department process, issues and changes in policy and procedures, and patient's improvement process
- Monitored and evaluated results of HCAHPS and Patient Satisfaction surveys
- Collaborated with physicians, nurse manager, and dietitians to facilitate wellness programs and interpretation of patient satisfaction data to improve level of patient care and services.
- Researched and implemented new Medicaid plans, which helped to reduce number of denials by 90%.
- Enhanced staff performance through regular training and effective communication methods.
Education
Master of Arts - Health Administration
University of Phoenix
Rockville, MDBachelor of Science - Business Management
University of Phoenix
Savannah, GAAssociate of Arts - Communication Studies
Marymount Manhattan College
New York, NYSkills
- Solid Skills and Data Analysis
- Administration and Operations
- Problem-Solving
- Team Leadership
- Financial Management
- Project management
- Customer Service
- EClinical works (eCW)
- Quality Improvement
- Healthcare Management
Accomplishments
- Supervise a team of 30 staff members.
- Achieve key performance indicators (KPI) by completing departmental smart goals with accuracy and efficiency.
- Use Microsoft Excel spreadsheets to minimize staffing errors.
- Collaborate with 7 leadership team members in the development of revenue growth, cycle time and customer satisfaction.
Cellular
(202) 489-5142
Additional Information
Excellent Customer Service, Communication, Management, Leadership and Problem Solving Skills.
Languages
English
Full Professional
Timeline
Director Patient Services and Operations
Ryan Health/NENA
02.2016 - Current
Patient Services Manager
Providence Hospital
01.2009 - 12.2015
Master of Arts - Health Administration
University of Phoenix
Bachelor of Science - Business Management
University of Phoenix
Associate of Arts - Communication Studies
Marymount Manhattan College
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