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Elizabeth Marshall-Trevino
Healthcare Operations and Management
San Antonio,TX
Summary
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills with 38 years of relevant experience. Conscious and communicative professional familiar with business principles and operational management and budget development practices. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Ability to handle multiple projects simultaneously with a high degree of accuracy. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational expectations. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Willingness to take on added responsibilities to meet team goals. Ready to help team achieve company goals.
Overview
38
38
years of professional experience
Work History
Senior Operations Manager-Interim
MDSpine/Innovative Spine/Frank K Kuwamura, III, MD
02.2023 - 06.2023
- Developed systems and procedures to improve operational quality and team efficiency.
- Managed employee-related issues encompassing labor, turnover and diversity.
- Allocated resources to planned programs according to business objectives.
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Oversaw staff and sub-contractor performance review assessments.
- Procured contracting arrangements with sub-contractors and service providers.
Physician Practice Administrator
SASpine, LLC / CYRxMD Cosmetic Surrgery
11.2016 - 01.2023
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Addressed and remedied all patient or team member issues.
- Provided supervision and management to team of support personnel.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Supervised team of [Number] office personnel.
- Developed close working relationships with front office and back office staff.
- Developed policies and procedures for effective practice management.
- Trained interns and newly hired team members on office procedures and computer system.
- Consulted with healthcare professionals on business decisions.
- Created and implemented organizational policies and procedures.
- Oversaw accounting, budgeting, and financial reporting.
- Communicated closely with patients, ensuring medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Spearheaded and implemented new projects to expand scope of engagement.
Physician Practice Management Consultant/Department Manager
Memorial Hermann Medical Group
12.2015 - 12.2016
- Improved communication at all levels and transformed company culture into more productive atmosphere.
- Evaluated diverse organizational systems to identify workflow, communication, and resource utilization issues.
- Compiled research data and gave professional presentations highlighting finds and recommended optimizations.
- Broadened improvement initiatives, troubleshooting problems for corrective action.
- Evaluated current processes to develop improvement plans.
- Produced detailed and relevant reports for use in making business decisions.
- Gathered, documented, and modeled data to assess business trends.
- Reviewed internal systems and organized training plans to address areas in need of improvement.
- Conducted thorough reviews of operations to devise and deploy improvement strategies.
- Restructured procedures through coordination with compliance director to create and execute projects.
- Leveraged on-site observation and personal interviews to identify team and individual strengths.
- Recommended [Type] operational improvements based on tracking and analysis of [Type] data.
- Increased employee satisfaction and motivation through training classes, meetings and special workshops.
- Helped develop proactive and successful business policies to meet changing demands.
Director Revenue Cycle Management Services
AlteraMed, LLC
12.2013 - 12.2015
- Assessed current revenue cycle procedures and implemented improvements to foster efficiency.
- Monitored and guided revenue cycle operations.
- Supported clinical team members with revenue cycle procedures and addressed issues.
- Completed financial reporting and analysis for billing revenue cycle.
- Identified discrepancies between budgetary targets and actual revenue and expenses.
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Developed strategic plans for day-to-day financial operations.
- Supported financial director with special projects and additional job duties.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Established internal audit procedures to validate and improve accuracy of financial reporting.
- Analyzed business processes to identify cost savings and operational efficiencies.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Implemented and regularly reviewed financial controls to generate accurate and reliable financial data.
- Established and checked coding procedures, monitored reports and updated internal files.
- Improved overall financial reporting by streamlining control processes and reporting structures.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Created financial dashboards to provide insights into key performance indicators.
- Conducted financial due diligence on potential investments and acquisitions.
- Designed and maintained financial models to identify and measure risks.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
Physician Practice Administrator - Interim
Cardiovascular Associates Of San Antonio
08.2013 - 12.2013
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Addressed and remedied all patient or team member issues.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed close working relationships with front office and back office staff.
- Developed policies and procedures for effective practice management.
- Trained interns and newly hired team members on office procedures and computer system.
- Oversaw accounting, budgeting, and financial reporting.
- Communicated closely with patients, ensuring medical information was kept private.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Spearheaded and implemented new projects to expand scope of engagement.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
Regional Director of Operations
Christus Provider Network
01.2013 - 08.2013
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Set team and individual KPIs and provided regular, actionable feedback.
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Monitored budget and utilized operational resources.
- Mentored and coached team members to foster productive and engaging work environment.
- Developed systems and procedures to improve operational quality and team efficiency.
- Achieved team goals through formalized training plans, coaching, and performance management.
- Established and monitored quality assurance standards to achieve operational excellence.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Spearheaded implementation of process improvements and cost-saving initiatives to increase value and maximize profits.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Monitored and coordinated workflows to optimize resources.
- Interacted well with customers to build connections and nurture relationships.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Assisted in recruiting, hiring and training of team members.
- Scheduled employees for shifts, taking into account customer traffic and employee strengths.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Reported issues to higher management with great detail.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Implemented business strategies, increasing revenue and effectively targeting new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Tracked trends and suggested enhancements to both challenge and refine company's product offerings.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reduced operational risks while organizing data to forecast performance trends.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Practice Managament Consultant/Implementation Consultant
Christus Provider Network
05.2010 - 01.2013
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Spearheaded and implemented new projects to expand scope of engagement.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
Senior Consultant
Think First
02.2008 - 05.2010
- Prioritized projects and project tasks depending upon key milestones and deadline dates.
- Developed custom solutions based upon clients' strict requirements.
- Determined areas for improvement and implemented processes to alleviate problems.
- Streamlined processes to cut downtime and optimize employee productivity.
- Assessed needs for projects and made proposals to senior executives.
- Analyzed problematic areas to provide recommendations and solutions.
- Identified business issues through careful collaboration with key stakeholders.
- Troubleshot issues by understanding issue, diagnosing root cause and coming up with effective solutions.
- Monitored and managed staff performance to attain target metrics both individually and team unit.
- Exceeded customer requirements with accurate and deliverable solutions.
- Identified key areas in need of improvement and implemented plans to rectify issues.
- Evaluated clients' needs and created plan of action to provide solutions.
- Presented project scopes to employees and executives, proposing timelines, budgets and specifications.
- Closely monitored and updated company systems for efficiency, output and other factors to improve overall productivity.
Manager, Patient Accounting
UT Medicine
01.2005 - 02.2008
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Developed and maintained relationships with customers and suppliers through account development.
- Controlled costs to keep business operating within budget and increase profits.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Handled day-to-day accounting processes to drive financial accuracy.
- Gathered financial information, prepared documents, and closed books.
- Documented cash, credit, fixed assets, accrued expenses, and line of credit transactions.
- Maintained up-to-date knowledge on professional accounting standards to manage financial recordkeeping.
- Used advanced software to prepare documents, reports, and presentations.
- Detected and corrected mistakes early on and implemented systems to avoid recurring issues.
- Improved data collection, financial analysis and financial modeling to optimize practices and retain customers.
- Reviewed business operations and obligations to help organization function at acceptable level.
- Partnered with auditors to track errors and add contributions to maintain accuracy.
Contract Faculty Instructor/Consultant
Practice Management Institute
01.2005 - 02.2008
- Created and developed lesson plans to meet students' academic needs.
- Helped students explore concepts with engaging, learning-focused activities.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Developed and implemented classroom routines to address varying student needs.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Increased educational expertise and knowledge by participating in instructor-oriented workshops.
- Evaluated students' understanding of course material through examinations and in-depth essay writing.
Billing Director
Consultants In Pain Medicine
05.2002 - 01.2004
- Complied with established internal controls and policies.
- Checked payroll, vendor payments, commissions and other accounting disbursements for accuracy and compliance.
- Performed banking, business administration and financial tasks to guarantee five-star service for clients.
- Prepared internal and regulatory financial reports, balance sheets and income statements.
- Prepared cash flow projections, cost analysis and monthly, quarterly and annual reports.
- Established and checked coding procedures, monitored reports and updated internal files.
- Reviewed historical records, current operational data and forecasting information to identify and capitalize on system enhancement opportunities.
- Created financial dashboards to provide insights into key performance indicators.
- Collaborated with C-level executives and stakeholders to develop long-term financial plans.
Physician Practice Administrator
Southeast Orthopaedic Clinic
08.1997 - 12.2002
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Ordered all office supplies and kept check on inventory levels.
- Addressed and remedied all patient or team member issues.
- Provided supervision and management to team of support personnel.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Boosted staff morale by offering constructive feedback and specific direction.
- Supervised team of [Number] office personnel.
- Developed close working relationships with front office and back office staff.
- Developed policies and procedures for effective practice management.
- Trained interns and newly hired team members on office procedures and computer system.
- Consulted with healthcare professionals on business decisions.
- Created and implemented organizational policies and procedures.
- Oversaw accounting, budgeting, and financial reporting.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
Regional Medical Office Consultant
MedPartners
11.1992 - 08.1997
- Performed various administrative tasks by filing, copying and faxing documents.
- Assisted with medical coding and billing tasks.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
Revenue Cycle Supervisior
Surgical Associates
10.1989 - 11.1992
- Conducted audits of registrations, insurance verifications and insurance denials.
- Monitored department KPIs and employee performance and adjusted plans to meet daily and monthly goals.
- Prepared and reconciled cash, check and credit card payments using [Software].
- Strengthened team relationships and effectiveness with hands-on and motivational approach.
- Assessed current revenue cycle procedures and implemented improvements to foster efficiency.
- Supported clinical team members with revenue cycle procedures and addressed issues.
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
- Delegated tasks to administrative support staff to organize and improve office efficiency.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
- Monitored front areas so that questions could be promptly addressed.
- Kept high average of performance evaluations.
- Interceded between employees during arguments and diffused tense situations.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
Office Supervisor
South San Physical Therapy
09.1987 - 10.1989
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
- Updated reports, managed accounts, and generated reports for company database.
- Prepared agendas and took notes at meetings to archive proceedings.
- Created, prepared, and delivered reports to various departments.
- Coached new hires on company processes while managing employees to achieve maximum production.
- Created, maintained and updated filing systems for paper and electronic documents.
- Reported to senior management on organizational performance and progress toward goals.
- Maintained computer and physical filing systems.
- Improved safety procedures to promote employee well-being and safety and protect company from potential liability.
- Managed compliance to keep organization operating within legal and regulatory guidelines.
Medical Assistant Receptionist
Southeast OBGYN
03.1985 - 09.1987
- Adhered to strict HIPAA guidelines to protect patient privacy.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Enhanced office productivity by handling high volume of callers per day.
- Responded to correspondence from insurance companies to verify patient's coverage.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Received and routed laboratory results to correct clinical staff members.
- Registered and verified patient records before triage with most up-to-date information.
- Placed new supply orders, managed inventory and restocked clerical spaces.
- Conducted patient intake interviews, recording and documenting relevant information.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Assisted with medical coding and billing tasks.
- Processed medical insurance claims and payments.
Education
MBA - Healthcare Administration
Provident University
Wilmington, DE12.1997
Bachelor of Arts - Healthcare Administration
Provident University
Wilmington, DE05.1993
Bachelor of Arts - Business Administration
Provident Universiity
Wilmington, DE12.1989
Skills
- Program Optimization
- Return on Investment
- Revenue Generation
- Develop Policies
- Operations Oversight
- Payroll Administration and Timekeeping
- Technology Integration
- Finance and Accounting Oversight
- Business Leadership
- Improve Performance
- Exceptional Attention to Detail
- P&L Responsibility
- Solution Development
- Quarterly Forecasting
- Operational Efficiency and Safety
- Carrier Relationships
- KPI Tracking
- Budget Administration
- Process Development and Streamlining
- Goal Attainment
- Capital Project Coordination
- Mathematical Calculation and Reasoning
- Hiring and Onboarding
- Operations Management
- Employee Assignments
- Constructive Feedback
- Performance Monitoring and Evaluation
- Customer Care
- Patient Reimbursements
- Procedure Optimization
- Employee Coaching
- Quality Improvement Strategy
- Oversee Administrative Functions
- Policy Development and Enforcement
- Inspirational Leadership
- Training Initiatives
- Inventory Tracking and Management
- Market and Competitor Research
- Maintaining Clean Work Areas
- Training Junior Team Members
- POS Inventory System Operation
- Records Organization and Management
Timeline
Senior Operations Manager-Interim
MDSpine/Innovative Spine/Frank K Kuwamura, III, MD
02.2023 - 06.2023
Physician Practice Administrator
SASpine, LLC / CYRxMD Cosmetic Surrgery
11.2016 - 01.2023
Physician Practice Management Consultant/Department Manager
Memorial Hermann Medical Group
12.2015 - 12.2016
Director Revenue Cycle Management Services
AlteraMed, LLC
12.2013 - 12.2015
Physician Practice Administrator - Interim
Cardiovascular Associates Of San Antonio
08.2013 - 12.2013
Regional Director of Operations
Christus Provider Network
01.2013 - 08.2013
Practice Managament Consultant/Implementation Consultant
Christus Provider Network
05.2010 - 01.2013
Senior Consultant
Think First
02.2008 - 05.2010
Manager, Patient Accounting
UT Medicine
01.2005 - 02.2008
Contract Faculty Instructor/Consultant
Practice Management Institute
01.2005 - 02.2008
Billing Director
Consultants In Pain Medicine
05.2002 - 01.2004
Physician Practice Administrator
Southeast Orthopaedic Clinic
08.1997 - 12.2002
Regional Medical Office Consultant
MedPartners
11.1992 - 08.1997
Revenue Cycle Supervisior
Surgical Associates
10.1989 - 11.1992
Office Supervisor
South San Physical Therapy
09.1987 - 10.1989
Medical Assistant Receptionist
Southeast OBGYN
03.1985 - 09.1987
MBA - Healthcare Administration
Provident University
Bachelor of Arts - Healthcare Administration
Provident University
Bachelor of Arts - Business Administration
Provident Universiity
Quote
The only way to do great work is to love what you do. - Steve Jobs
Additional Information
Keynote Speaker - Career Point Graduation Ceremony
Presentations:
San Antonio Medical Managers - Survive a Medicare Audit
Practice Management Institute/CMC Group - Coding Symposium Las Vegas, Nevada - Diagnosis Coding to Specificity, Evaluation and Management Services and Incident-To Guidelines
Think First - Coding and Compliance Workshop Series
Former Affiliations:
American Academy of Professional Coders
American Health Information Management Association
Practice Management Institute - Faculty Instructor
Everest Institute - Faculty Instructor
Career Point Institute - Advisory Board Member
Hallmark Institute - Advisory Board Member
San Antonio Medical Managers - President
Interests
World events
Gardening
Software
Athena, Epic, eCw, Aprima, NexGen, AdvancedMD, and others
Office - Word, Excel, PowerPoint
Google - Drive, Teams
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