Elizabeth Nailen
Mount Olive,AL
Summary
Highly skilled and enthusiastic professional with more than 6 years of experience managing operations in patient-centric medical offices. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Special Agent - GL-1811-10 position. Ready to help team achieve company goals.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Practice Management
Tenet Healthcare
08.2022 - Current
- Managing Patient Service Representatives, Medical Assistants,Lab Tech, and Providers.
- Predicts issues and develops resolutions
- Knowledgeable of the use and maintenance of standard patient care equipment encountered in medical practice.
- Works with specialty offices to ensure patient referrals are complete.
- Audit accounts for billing errors
- Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
- Improved practice revenue through effective financial management and strategic cost reductions.
- 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.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice's unique offerings.
- Ordered all office supplies and kept check on inventory levels.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Oversaw accounting, budgeting, and financial reporting.
- Developed close working relationships with front office and back office staff.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
Practice Management
Baptist Health
11.2021 - 08.2022
- Managing Patient Registration Specialists, Medical Assistants, a Registered Nurse, and Providers.
- Contains strong leadership and team-building skills.
- Creates budgets and then manages to meet budget objectives.
- Manages processes and technology in an ambulatory clinic setting.
- Superuser for EMR and other systems within the ambulatory setting.
- Knowledgeable of the use and maintenance of standard patient care equipment encountered in medical practice.
- Participates in committees for workflows in the Ambulatory setting.
- Understands ambulatory workflows and processes.
- Works coding and billing queues to see trend errors within the clinic.
- Improved practice efficiency by streamlining operations and implementing time-saving strategies.
- Enhanced client satisfaction through comprehensive assessments, tailored recommendations, and customized solutions.
- Increased staff productivity by conducting thorough training sessions on practice management software and tools.
- Collaborated with physicians and healthcare providers to create customized workflows designed to optimize patient care delivery processes.
Ambulatory Clinical Informatics Team Lead
Baptist Health
10.2020 - 11.2021
- Conduct demos for the State of Alabama for the Immunization Query Project.
- Conducts testing/validation for changes within the EMR (Cerner).
- Develop and maintain all Ambulatory training manuals and educational flyers.
- Superuser with all systems (Cerner: PowerChart, Revenue Cycle, and Clearwave).
- Compares data for system improvement.
- Participates in all project go-lives Train Providers, clinical staff , and front office staff on utilizing the healthcare EMR.
- Evaluated existing systems and made recommendations to improve those systems.
- Influenced care outcomes by implementing improvements and optimizing health information technology.
- Applied medical subject matter knowledge to improve IT systems and functions.
- Ability to assemble and detail project information establishing best practices.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Improved data accuracy by standardizing data input methods, ensuring consistent documentation across all departments.
- Evaluated existing clinical processes to identify opportunities for improvement, resulting in optimized workflows and enhanced patient outcomes.
- Implemented telemedicine solutions that expanded access to care for remote patients while maintaining high-quality standards in service delivery.
- Served as a liaison between IT department and healthcare providers, ensuring smooth integration of technology into daily practice routines without hindering productivity or compromising patient confidentiality.
- Assisted in optimizing health information systems throughout company by demonstrating advanced knowledge of clinical processes and supporting technology.
- Integrated decision support, clinical pathways and best practices into health information technology to enhance delivery of care and workflows.
- Applied knowledge, data, information and workflow to develop evidence-based models for health information technology solutions.
- Worked with product engineering team to define clinical requirements and assist with testing.
- Collaborated with stakeholders to drive communication and coordination of health informatics activities and promote accountability.
- Employed methods of identifying information, business and technical requirements to meet user complex and unique health information and technology needs.
Patient Access Staff Development Coordinator
Baptist Health
09.2016 - 10.2019
- Analyzed reports and created training material from identified error trends.
- Created and managed continuous improvement classes and training programs targeted to new employees.
- Conducted orientation sessions and organized on-the-job training for new hires.
- Tested all training software and hardware prior to commencing training programs.
- Created in-depth training manual for all employees.
- Understand principles associated with strategy and planning
- Increased employee retention rates through targeted professional development opportunities and support.
- Streamlined onboarding processes, providing new hires with the necessary tools for success in their roles.
- Collaborated closely with department managers to identify unique training requirements specific to each role within the organization.
- Evaluated the effectiveness of existing staff development programs using various metrics such as productivity measures or satisfaction surveys, refining approaches when necessary.
- Coordinated cross-departmental collaboration efforts to ensure cohesive strategies were developed for company-wide initiatives requiring specialized skills or knowledge sharing between teams.
- Maintained up-to-date knowledge of industry trends related to staff development strategies, incorporating best practices into organizational processes as appropriate.
- Monitored employee performance to look for areas in need of improvement.
- Bolstered overall staff competency by regularly evaluating training needs and adjusting programs accordingly.
- Developed strong relationships with external partners to secure relevant resources for staff development initiatives.
- Performed business analysis and feasibility.
- Clarify and evaluate the feasibility of the project scope.
- Superuser with all systems (McKesson (STAR), IPASS (Pelitas), and Clearwave).
- Improved team performance with focused training sessions tailored to individual roles and responsibilities.
- Develop and create training manuals and NetLearning tests for the department.
- Project manager on projects implementing process improvement.
- Enhanced employee skillsets by developing and implementing comprehensive staff development programs.
Customer Service Representative
Trinity Heating And Air Conditioning
06.2007 - 09.2016
- Created and developed safety policies, procedures, and manuals.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Administered insurance claims and verified customer insurance information.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Created and developed the Quality Manual for the company.
- Handled cash deposits and banking deposit transitions.
- Proficient with computerized Accounts Payable and Receivables.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Cross-referenced inventory with procurement receipts.
- Computerized dispatching, appointment scheduling, and invoicing.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
Education
Master's in Business Administration -
Faulkner University
01.2017
Bachelor's in Business Administration -
Faulkner University
01.2015
Associates in Science -
Central Alabama Community College
01.2013
High School Diploma -
Evangel Family Christian Academy
01.2009
Skills
- Organizational change
- Effective communication
- Resource allocation
- Critical Thinking
- Financial analysis
- Project management
- Leadership development
- Staff training and development
- Adaptability and flexibility
- Strategic planning
- Conflict resolution
- Analytical thinking
Certification
CPAR Certification
Accomplishments
Achieved Rookie of the Year in 2016
References
References Provided Upon Request
Timeline
Practice Management
Tenet Healthcare
08.2022 - Current
Practice Management
Baptist Health
11.2021 - 08.2022
Ambulatory Clinical Informatics Team Lead
Baptist Health
10.2020 - 11.2021
Patient Access Staff Development Coordinator
Baptist Health
09.2016 - 10.2019
Customer Service Representative
Trinity Heating And Air Conditioning
06.2007 - 09.2016
Master's in Business Administration -
Faulkner University
Bachelor's in Business Administration -
Faulkner University
Associates in Science -
Central Alabama Community College
High School Diploma -
Evangel Family Christian Academy
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