ELIZABETH GALVAN
Summary
Experienced Clinical Practice Manager with a demonstrated work history in the health care industry. Skilled in operations, financial analysis, clinical metrics, communication, leadership management, caregiver development, goal oriented and professional business acumen. Highly skilled and enthusiastic professional with more than [Number] 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.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Regional Medical Manager
Pacific Dental Services
04.2023 - 05.2024
- The primary role of the Medical Regional Manager (MRM) is to work with the affiliated Owner Doctor (OD) in performing the functions detailed in the Business Support Services Agreement
- The MRM is responsible for driving same practice revenue and profit growth in their region meeting appropriate expectations in annual revenue for approximately 6-12 primary care practices (may be dependent on geography)
- Drives year over year revenue and profit growth for assigned region by meeting or exceeding budgets for each practice assigned
- Effective leadership, developing and mentoring operations managers, other direct reports, and assist Owner Doctors with non-clinical skills development of associate doctors and nurse practitioners
- Implements company culture, values, standards and best operational practices based on the “We Believes”
- In partnership with assigned OD /RP implement realistic and measurable goals and strategy in alignment with office level business plan
- Implements the Perfect Patient Experience process in efforts to gain Patients for Life
- Relationship building of a strategic nature with Owner Doctors, “high potential” Doctors, and managers
- Ensures all team members are abreast of current PDS training requirements and coordinates with regional training leadership (MTDs, DTDs, DPOs) to ensure training opportunities are made available to their teams to remain compliant
- Conducts effective regional trainings and meetings through the execution of outstanding group presentation skills
- Adheres and participates in all standard structured meetings
- Demonstrates stewardship of the PDS Brand making decisions consistent with the PDS Brand framework
- Masters PDS' processes, systems and tools, while actively contributing to their improvement
- Master and leverage the PDS platform and tools available, to identify, prioritize opportunities with concurrent accountability for improvement
- Performs people (HR) related functions, such as recruitment, assessing and selecting, performance reviews, disciplinary actions (with support of employee relations), compensation administration, transferring and promotion of team members
- Maintains an appropriate professional appearance and demeanor in accordance with company policies, addresses others professionally and respectfully
- Ensures Compliance with Company policies, as well as State, Federal and other regulatory bodies
- Oversees the development of each Medical Operations Manager (OM) ensuring that each possess and consistently demonstrates both operational and leadership competences which enable them and their supported practice to meet and exceed the practice and regional goals as set by the Owner Doctors and PDS management, as applicable
- The MRM assists the Owner Doctor, in identifying, assessing, onboarding, and training of their associate doctors and nurse practitioners.
Practice Manager II
Intermountain Healthcare (formerly Healthcare Partners)
05.2013 - 12.2023
- Mange multiple medical facilities consecutively in different types of business lanes (Senior Focus, Value base operations)
- Extensive knowledge of risk population operations focused on senior care, Silver State ACO, Value base care
- Supervise day to day operations for 2 clinic locations with 30 + employees
- Develop a Strong dyad relationship with clinic providers and Medical Director
- Plan, develop, organize, implement, and direct daily operations of the clinic to ensure compliance, efficiency for patient, caregiver, and provider satisfaction
- Human resource management that consisted with payroll and time approval, FMLA, LOA with an emphasis in performance management and improvement
- Conduct staff and provider rounding, coaching/mentoring to promote employee and provider engagement
- Utilizes formal and informal recognition with staff members routinely
- Conduct training to promote standardization and implementation new process and Procedures
- Address dissatisfaction issues raised by physicians, caregivers, and patients to seek appropriate problem resolution and process improvement
- Monitor caregiver/provider daily production with task and schedule needs
- Caregiver recruitment and interviewing processes
- Clinical Care Management accountabilities, including to promote positive patient relations
- Understands and empowers frontline employees and providers to utilize effective service recovery, as needed
- Optimize healthcare delivery processes to streamline an efficient patient flow
- Understanding quality improvement tools and methodology to improve both the delivery of extraordinary patient care and operational processes
- Tracking of completion rates of Annual wellness exam and HEDIS measures to meet Operation metric goals requirements
- Monthly Care management review for high inpatient utilized and monthly admissions.
Lead Back-office MA
Healthcare Partners of Nevada
04.2010 - 01.2013
- Competing clerical, environment, and organizational tasks
- Relaying information to the patients to utilize and benefit from all services offered, working along the office care team to offer support
- Complete Patient history intake and health risk screenings
- Assisting with triage procedures, procedure setup
- Completing House diagnostic testing
- Task and chart prep management
- Organization of clinic inventory process and ordering procedures
- New Hire training for clinical staff
- Lab processing procedures
- Front check procedures that include scheduling, insurance verification
- Completion of referral processes and authorization
- Medical records request processing and tracking
- Completing training huddle to implement new process.
Back-office Med tech / Front desk support
Desert institute of Spine care
08.2010 - 04.2011
Lead Back office medical assistant
Dr. Rainer Vogel MD (Pain management)
02.2007 - 08.2010
Back office medical assistant / Cardiovascular tech
Center of Occupational Health and Wellness
08.2010 - 03.2008
Education
Skills
- Clinical Leadership
- Quality Improvement
- Healthcare administration
- Staff Development
- Medical Compliance
- Decision-Making
- Clinical Staff Management
- Employee Recruitment and Hiring
- Medical clinical procedures
- Process Implementation
- Organizational Goal Development
- Performance Metrics
- Facility Oversight
Certification
NCMA
Systems And Applications
- Microsoft Office
- Microsoft Teams
- Touch Works Scan
- Allscripts EMR
- IDX
- Phreesia
- PMD
- Strata Jazz
- HIE
- Web IZ
- Am well Virtual
- Epic Medical
Previous Work Experience
- Desert institute of Spine care, Back-office Med tech / Front desk support, 08/2010, 04/2011
- Dr. Rainer Vogel MD (Pain management), Lead Back office medical assistant, 02/2007, 08/2010
- Center of Occupational Health and Wellness, Back office medical assistant / Cardiovascular tech, 08/2010, 03/2008
Languages
Spanish
Native or Bilingual
Timeline
Regional Medical Manager
Pacific Dental Services
04.2023 - 05.2024
Practice Manager II
Intermountain Healthcare (formerly Healthcare Partners)
05.2013 - 12.2023
Back-office Med tech / Front desk support
Desert institute of Spine care
08.2010 - 04.2011
Back office medical assistant / Cardiovascular tech
Center of Occupational Health and Wellness
08.2010 - 03.2008
Lead Back-office MA
Healthcare Partners of Nevada
04.2010 - 01.2013
Lead Back office medical assistant
Dr. Rainer Vogel MD (Pain management)
02.2007 - 08.2010
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