EPIC
Elisa Cruz
Supervisor
Stafford,VA
Summary
Energetic Supervisor successful at motivating and building positive team dynamics to accomplish aggressive goals. Dedicated to open, communicative culture where employees feel empowered to contribute to company's success. Hard-working with exceptional experience leading teams, delivering results and exceeding expectations. Creative and motivated leader adept at utilizing exceptional design and planning strengths to accomplish complex projects. Skilled in teaching new concepts and best practice strategies.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
Supervisor
Mary Washington Pediatric Therapy
06.2023 - Current
- Overseas operations and manages resources to assure the efficient and effective performance of services provided. Resolve scheduling and appointment concerns.
- Assists leadership with developing, administering, and monitoring the departmental budget to ensure cost-effective operations within authorized budget allocations
- Ensures clinician’s charges and documentation are completed in a timely manner
- Assists with the resolution of issues impacting reimbursement as requested by billing office and/or leadership
- Organizes, prioritizes, and assigns tasks of associates based on customer needs and degree of urgency
- Monitors workflow to maximize productivity, efficiency, and customer satisfaction
- Monitors patient schedules and workflows to assure a smooth and coordinated patient flow and productivity remains 65% per ASHA regulations for therapist
- Performs routine but essential clerical and support functions including scheduling and registering patients, collecting patient payments, scheduling required testing and procedures and obtaining authorizations
- Orients, supervises, and evaluates the performance of practice of associates to ensure safe and effective operations
- Provides effective training to onboarding associates and update/review SOP manuals for an effective flow.
- Partners with the leadership to conduct routine staff meetings to communicate information, discuss quality/service issues, and monitor continued understanding and compliance.
- Overseas daily DTB Cash Drawer Reports of associates and submit financial reports to accounts payable and accounts receivable
- Overseas department supplies ODP Business and ensure RICOH printers are functioning
- Submits tickets for associates per needs for IT
- Documents and makes effective discussions for removal of patients due to attendance protocol violations
- Records monthly clinical management reports for data analysis for organizational purposes
- Audits medical records to be following MMS guidelines
- Overseas department to follow OSHA and ASHA policies.
- Managed budgets effectively, ensuring optimal allocation of resources and adherence to financial guidelines.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Led major initiatives within the department that drove innovation or addressed critical business challenges.
- Implemented safety protocols to minimize workplace accidents and maintain compliance with industry standards.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Established performance metrics for the team, consistently tracking progress towards goals and making adjustments as needed.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Conducted thorough candidate interviews during the hiring process to ensure the selection of highly qualified medical professionals for the team.
- Addressed patient concerns promptly by collaborating with relevant parties for swift resolution of issues or complaints raised by patients or caregivers.
- Demonstrated commitment to the organization''s core values, leading by example and fostering a culture of excellence.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Developed and implemented customer service policies to enhance satisfaction.
- Monitored workflow to improve employee time management and increase productivity.
- Enforced rules and regulations outlined in company manual to set forth expectations comprehensibly and consistently.
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
CBC Coordinator
Baylor Scott and White
11.2016 - 05.2023
- Trained and coached new hires in 15 different work queues within EPIC to improve proficiency and productivity for billing
- Assess staffing needs and conduct performance reviews for employees monthly that leads to employee achievements in daily objectives, productivity, and effectiveness in department
- Assigned specific projects and 15 work queue applications to employees that reduced daily production effectively and meet productivity weekly.
- Collaborated with cross-functional teams to improve overall financial performance of the organization.
- Improved cash flow with diligent follow-up on pending claims and appeals processes.
- Coordinated patient payment plans, balancing compassion with firmness to ensure timely payments while preserving positive patient relationships.
- Ensured accurate billing with thorough audits of patient accounts and insurance claims.
- Provided regular updates on billing status to upper management through detailed reports.
- Enhanced customer satisfaction by promptly addressing and resolving billing disputes.
- Increased revenue by identifying and resolving billing errors in a timely manner.
- Maintained clear documentation of all activities related to unpaid claims or denied services.
- Streamlined the revenue cycle process for improved efficiency and faster payment collection.
- Trained new team members on revenue cycle best practices, contributing to a more knowledgeable workforce.
- Maximized reimbursements by staying current on payer requirements and maintaining strong relationships with insurance providers.
- Developed and implemented policies and procedures to maintain compliance with industry regulations and standards.
- Analyzed financial reports to identify trends and areas for improvement in revenue cycle operations.
- Reduced outstanding account balances by implementing effective collection strategies.
- Assisted patients in understanding complex billing statements, leading to increased trust between patients and healthcare providers.
- Achieved optimal reimbursement rates by verifying insurance coverage, eligibility, benefits, and authorization prior to service delivery.
- Implemented software solutions for better tracking of key performance indicators within the revenue cycle process.
- Served as a liaison between clinical departments, finance, and administration, ensuring smooth communication for proper revenue cycle management.
- Balanced and reconciled accounts.
- Identified and resolved payment issues between patients and providers.
- Reached out to insurance companies to verify coverage.
- Generated comprehensive reports on portfolio performance and risk assessment.
- Collaborated effectively with clinical teams to address documentation issues impacting reimbursement rates, leading to higher revenues overall.
- Identified areas of opportunity within the organization''s existing payer contracts, negotiating favorable terms that increased reimbursement levels.
- Conducted regular audits of billing records to ensure compliance with industry regulations, minimizing potential risk exposure.
- Maintained strict adherence to regulatory guidelines by staying informed on changes in healthcare legislation affecting revenue cycle operations.
- Monitored and guided revenue cycle operations.
- Completed financial reporting and analysis for billing revenue cycle.
- Organized meetings for executives and coordinated availability of conference rooms for participants.
- Conducted ongoing reviews of program financial systems to assess cost control measures.
- Completed bi-weekly payroll for 12 employees.
- Kept high average of performance evaluations for 12 employees.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Healthcare Administration Coordinator
Infused Solutions
08.2014 - 09.2016
- Detail overall scope and purpose of employment work, providing additional details for context as appropriate
- Assessing 2 Emergency Room physician needs and conducts over 200 nightly audits on patient discharge documents, which leads to reduction in monthly and annual department evaluation appraisals
- Set, monitor, and achieve branch objective in patient care, quality, and daily workflow
- Developed innovation in patient care to promote, scheduling, and assessing in clinical statistics to improve operational quality and team efficiency
- Assisted in effective communication with physicians and staff in emergency situations that requires speed in that is executed in survival of patient
- Enforced identification verification to implement organizational safety, policy, and procedures
- Monitored flow, registered, processed, and collected data over 360 daily patient flow and charts to validate inpatient, outpatient, and transfer correspondence
- Assemble correspondences that benefit organizational growth and patient care
- Maintain functioning office and scheduling for physicians that benefit managing course within patient and family services for Emergency Room and Traumatic Brain Injury services
- Maintained accurate calendar and arranged appointments for Chief of Brooke Army Medical Traumatic Brain Injury Rehabilitation, including patient scheduling, meetings, and makes travel arrangements
- Maintained accurate auditing, transportation, including inpatient and outpatient insurance verification to maintain billing for adequate claims, denials, and eligibility for services
- Organized meetings for executives and coordinated availability of conference rooms for participants resulting in analyzing reports for physicians and marketing.
- Monitored performance metrics consistently and implemented corrective actions when needed, contributing to continuous improvement initiatives.
- Reduced wait times with efficient patient check-in procedures, ensuring prompt service to all patients.
- Supported clinic''s financial health by efficiently processing copayments, insurance claims, and generating accurate billing statements for patients.
- Conducted data entry tasks related to patient demographics, insurance information, and clinical notes with precision for accurate recordkeeping.
- Streamlined appointment scheduling for optimal time management and increased daily patient flow.
- Gathered information from clients regarding associated medical providers.
- Prepared patient charts, pre-admissions and consent forms as necessary.
- Stayed on top of all records requests and case management functions with open and clear communication.
- Uploaded physician progress notes, history, and physicals into electronic medical records.
- Processed medical records requests from outside providers according to facility, state, and federal law.
- Maintained patient records in compliance with security regulations.
- Obtained necessary signatures on information release forms to obtain medical and treatment records from other service providers.
- Responded to patient inquiries to provide information and details of medical records.
- Scanned medical records in digital format for easy retrieval and accessibility.
- Input data into computer programs and filing systems.
- Reviewed medical records for completeness and filed records in alphabetic and numeric order.
- Researched and resolved medical record discrepancies.
- Verified accuracy of patient information in medical records.
- Assisted in training new staff on medical record processing and filing procedures.
Education
Human Resource Management Certificate -
University of Phoenix
Phoenix, Arizona 02.2022 - 05.2022
Masters Business Administration -
University of Phoenix
Phoenix, Arizona 03.2021 -
B.S in Health Administration, concentration in Health Management - undefined
University of Phoenix
Phoenix, Arizona 04.2018 -
A.A concentration in Health Care Administration, Medical Records - undefined
University of Phoenix
Phoenix, Arizona 09.2012 -
Skills
Strategic Planning
Inventory Control
Schedule development
Staff Management
Operations Management
Process Improvement
Training and mentoring
Complex Problem-Solving
Employee Motivation
Business Administration
Interpersonal Skills
Effective Communication
Teamwork and Collaboration
Professional Demeanor
Audit reporting
Certification
Certified Autism Specialist, 09/29/2025, CAS23276330
Software
CHCS
MHS Genesis
Timeline
BLS 4/2026
04-2024
Certified Autism Specialist, 09/29/2025, CAS23276330
09-2023
Supervisor
Mary Washington Pediatric Therapy
06.2023 - Current
Human Resource Management Certificate -
University of Phoenix
02.2022 - 05.2022
Masters Business Administration -
University of Phoenix
03.2021 -
B.S in Health Administration, concentration in Health Management - undefined
University of Phoenix
04.2018 -
CBC Coordinator
Baylor Scott and White
11.2016 - 05.2023
Healthcare Administration Coordinator
Infused Solutions
08.2014 - 09.2016
A.A concentration in Health Care Administration, Medical Records - undefined
University of Phoenix
09.2012 -