ELIZABETH GALVAN
Las Vegas,NV
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. Experienced nursing professional bringing demonstrated clinical expertise, leadership skills and technical knowledge. Proficient in updating charts, monitoring medications and working with multidisciplinary teams to optimize patient care. Quality-driven and efficient with strong interpersonal abilities.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Regional Medical Manager
Pacific Dental Services
04.2023 - 05.2024
- Successfully executed tasks specified in the Business Support Services Agreement by collaborating with an affiliated Owner Doctor (OD) as Medical Regional Manager (MRM).
- Drove consistent revenue and profit growth in assigned region by meeting or surpassing practice budgets, achieving year-over-year growth.
- Executed adherence to company culture, values, standards and best operational practices through the “We Believes”.
- Implemented realistic and measurable goals and strategies in partnership with assigned OD /RP to align with office level business plan
- Deployed effective strategies to guarantee long-term patient retention by implementing the Perfect Patient Experience process.
- Built strategic relationships with Owner Doctors, “high potential” Doctors, and managers
- Maintained compliance with PDS training standards through effective communication and facilitation of necessary training opportunities.
- Utilizes exceptional group presentation skills to effectively lead regional trainings and meetings.
- Commits to attending and actively participating in all scheduled meetings
- Proven track record of aligning decisions with the PDS Brand framework, showcasing dedication to maintaining brand standards.
- Actively involved in enhancing Masters PDS' processes, systems, and tools
- Leveraged available tools on the PDS platform to master opportunity identification and improvement.
- Performed HR functions including recruitment, selection, performance reviews, disciplinary actions (with employee relations support), compensation administration, and team member transfers and promotions
- Adhered to company policies and regulatory standards set by state, federal, and other governing bodies.
- Oversees the development of each Medical Operations Manager (OM) to ensure they possess and consistently demonstrate both operational and leadership competences, enabling them to meet and exceed practice and regional goals set by Owner Doctors and PDS management.
- Served as a crucial link between the Owner Doctor and associate doctors/nurse practitioners for identification, assessment, onboarding, and training purposes.
- Devised tailored intervention strategies aimed at meeting the distinct healthcare needs of vulnerable patients, leading to reduced costs.
- Enhanced patient care quality through the implementation of comprehensive medical management strategies and protocols.
- Sustained compliance with regulations by keeping abreast of industry changes and implementing necessary policy modifications.
- Increased operational efficiency by implementing best practices for medical management, streamlining processes, and optimizing staff assignments.
- Managed the recruitment, hiring, and training of all employees. Provided direct supervision as well as ongoing staff development and continuing education.
- Collaborated with other healthcare professionals to develop and implement comprehensive patient care plans, ensuring the delivery of top-quality care.
- Identified areas requiring improvement during routine facility inspections, ensuring compliance with associated regulations while eliminating hazards that could potentially harm staff and residents.
- Safeguarded compliance with HIPAA, benefits administration, and general liability guidelines by regularly developing and updating policies and procedures.
- Developed and implemented a leadership development, coaching, and team management model that led to the promotion of employees to higher levels of responsibility.
- Effectively managed budgets and resource allocation to maintain adequate staffing levels and equipment availability.
- Increased revenue by successfully negotiating favorable client contract renewals.
- Organized and facilitated training sessions for staff members on topics such as new treatment protocols and regulatory updates, fostering uniform implementation of best practices across the organization's medical management endeavors.
- Developed a conducive work atmosphere by promoting open lines of communication, celebrating milestones, and facilitating professional advancement.
- Facilitated seamless collaboration in medical management initiatives by establishing strong relationships with physicians, nurses, administrators, insurance representatives, and vendors.
Practice Manager II
Intermountain Healthcare (formerly Healthcare Partners)
05.2013 - 12.2023
- Demonstrated adeptness in overseeing the successful operation of multiple medical facilities across varying business sectors, including Senior Focus and Value base operations.
- Proven ability to optimize risk population operations, specifically for the senior care sector, through the implementation of value-based care practices at Silver State ACO.
- Managed the day-to-day operations of two clinic locations and led a team of 30+ employees.
- Established effective communication channels with clinic providers and the Medical Director
- Planned, developed, and organized clinic's daily operations to ensure compliance and efficiency resulting in increased patient, caregiver, and provider satisfaction.
- Managed various aspects of human resource management including payroll and time approval, FMLA, LOA, with a focus on performance management and enhancement.
- Conducted staff and provider rounding, coaching/mentoring to promote employee and provider engagement
- Frequently applies formal and informal recognition strategies to engage with staff members
- Delivered trainings aimed at establishing consistency and implementing updated protocols.
- Ensured prompt resolution of dissatisfaction issues raised by physicians, caregivers, and patients through proactive problem-solving approach and continuous process improvement.
- Managed and monitored caregiver/provider productivity while coordinating task and schedule requirements
- Caregiver recruitment and interviewing processes
- Managed clinical care duties while maintaining a focus on promoting positive patient interactions.
- 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
- Maintained oversight on completion rates of Annual wellness exams and HEDIS measures, meeting requirements for Operation metric goals
- Monthly Care management review for high inpatient utilized and monthly admissions.
- Demonstrated exceptional problem-solving capabilities while promptly and professionally addressing patient concerns with empathy.
- Increased efficiency in daily practice operations by overseeing appointment scheduling, patient records management, and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- Developed close working relationships with front office and back office staff.
- Developed policies and procedures for effective practice management.
- Oversaw the recruitment of new employees, ensuring alignment with practice's mission and values.
- Boosted staff morale by offering constructive feedback and specific direction.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Maintained compliance with healthcare regulations by staying current on industry standards and best practices.
- Maximized team productivity by delivering in-depth training modules and conducting frequent performance appraisals.
- Optimized appointment scheduling and introduced efficient check-in procedures that improved patient satisfaction.
- Maintained compliance by developing and updating policies and procedures in accordance with HIPAA guidelines, benefits administration requirements, and general liability protocols.
- Established and maintained effective communication to promote high quality patient care among staff, physicians, and community organizations.
- Conducted routine facility inspections, identifying areas requiring improvement and eliminating hazards for compliance with regulations.
- Coordinated staff recruitment, training, and scheduling activities.
Lead Back-office MA
Healthcare Partners of Nevada
04.2010 - 01.2013
- Competed in a range of clerical, environmental, and organizational tasks
- Guided patients in utilizing all services offered by relaying relevant information and working collaboratively with the office care team to provide necessary support.
- Contributed to streamlining of triage procedures and efficient procedure setup.
- Task and chart prep management
- Ordered medical supplies, maintained inventory logs and restocked exam rooms when needed.
- Conducted EKGs, spirometry testing, audiograms and other diagnostic tests as requested by the physician.
- Organization of clinic inventory process and ordering 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.
- Documented vital signs and health history for patients in clinic and hospital environments.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Performed phlebotomy tasks efficiently while ensuring minimal discomfort for patients during blood collection procedures.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed EKGs and other tests based on patient presentation in office.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Conducted monthly and quarterly inventory of supplies
- Led team of back office staff to ensure efficient operations and customer service.
- Assisted with the training of new employees on back office procedures.
- Coordinated with external vendors for services related to back office operations.
- Administered injections, medications and treatments as directed by the physician.
- Performed basic laboratory tests such as urinalysis and blood glucose levels under direct supervision of a physician or registered nurse.
Back-office Medical Assistant
Desert institute of Spine care
08.2010 - 04.2011
- Fostered strong relationships with patients and their families by providing compassionate support and answering questions about medical care.
- Assisted physicians with medical procedures, ensuring high-quality patient care and safety.
- Completed routine in-office laboratory tests such as checking patients' blood glucose or hemoglobin levels after basic finger sticks.
- Placed laboratory tests and scan results in EMR for provider review.
- Assisted office manager with tracking inventory and restocking examination rooms and stations.
- Maintained vendor spreadsheet with contact information for easy use by administrative and clinical staff.
- Supported practice growth with timely follow-up calls to patients, improving retention rates and overall satisfaction.
- Directed patients to exam rooms, fielded questions, and prepared for physician examinations.
- Scheduled appointments, registered patients, and distributed sample pharmaceuticals as prescribed.
- Obtained client medical history, medication information, symptoms, and allergies.
- Verified patient insurance coverage and collected required co-payments.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Assisted radiologist in administering x-rays to patients.
- Operated and maintained x-ray equipment, including adjusting exposure time and setting up necessary equipment for x-ray examinations.
- Maintained accurate records of all images taken.
- Processed digital images using specialized computer software programs.
Back Office Medical Assistant / Cardiovascular Tech
Center of Occupational Health and Wellness
03.2008 - 08.2010
- Assisted physicians with medical procedures, ensuring high-quality patient care and safety.
- Prepared examination rooms for patients, maintaining a clean and organized environment for optimal care delivery.
- Helped with phlebotomy work by drawing blood for tests and giving common injections for immunization and treatment.
- Completed routine in-office laboratory tests such as checking patients' blood glucose or hemoglobin levels after basic finger sticks.
- Assisted office manager with tracking inventory and restocking examination rooms and stations.
- Enhanced patient care by accurately performing EKG testing and analyzing results.
- Monitored patient activity during stress test to record data.
- Provided instruction on Holter monitor and connected patient to analyzer.
- Maintained a clean working environment following infection prevention protocols reducing risks associated with cross-contamination.
- Improved diagnostic accuracy through meticulous performance of stress tests, Holter monitors, and other cardiac monitoring techniques.
- Boosted patient satisfaction through effective communication and empathy during EKG procedures.
- Scheduled patients for testing and conducted follow up calls to confirm and answer questions.
Lead Back Office Medical Assistant
Dr. Rainer Vogel MD (Pain management)
02.2007 - 08.2010
- Assisted physicians with medical procedures, ensuring high-quality patient care and safety.
- Helped with phlebotomy work by drawing blood for tests and giving common injections for immunization and treatment.
- Placed laboratory tests and scan results in EMR for provider review.
- Created new patient charts and scanned documentation before and after appointments into EHR system.
- Expedited referrals to specialists by coordinating appointments, sharing pertinent medical history, and obtaining necessary authorizations from insurance providers.
- Assisted in maintaining adequate inventory levels of medical supplies through diligent tracking and cost-effective ordering practices.
- Documented vital signs and health history for patients in clinic setting.
- Completed EKGs and other tests based on patient presentation in office.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
- Oriented and trained new staff on proper procedures and policies.
- Assisted in the scheduling of surgeries for patients, ensuring accuracy and timeliness.
- Communicated with insurance companies to determine coverage for specific procedures.
Education
Skills
- Medical Compliance
- Clinical Leadership
- Staff Development
- Risk Management
- Process Implementation
- Decision-Making
- Effective Communication
- Quality Improvement
Certification
NCMA
CPR certification
State of Nevada Office laboratory assistant license
Epic Medical EMR training
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 Medical Assistant
Desert institute of Spine care
08.2010 - 04.2011
Lead Back-office MA
Healthcare Partners of Nevada
04.2010 - 01.2013
Back Office Medical Assistant / Cardiovascular Tech
Center of Occupational Health and Wellness
03.2008 - 08.2010
Lead Back Office Medical Assistant
Dr. Rainer Vogel MD (Pain management)
02.2007 - 08.2010
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