Elizabeth Webb
Fort Campbell North,Panama
Summary
Healthcare operations leader with a background in referral management, clinic administration, and patient support. Leads daily workflow, compliance, team training, and performance reviews while improving referral accuracy, service quality, and patient experience through data tracking, process updates, and cross-functional coordination.
Overview
11
11
years of professional experience
Work History
Referral Management Director
375th Medical Group, Scott AFB
, IL
02.2022 - 09.2025
- Assisted patients face to face, over the phone or through email. Scheduled appointments, and directed patients on next steps in their referral process. Resolved any conflict with patient care. Directs and supervises, and Coordinates Daily Functions of the Referral Management Center, while complying with all regulatory initiatives and policies and procedures from DHA standards, AFI Policies and MTF operations. Monitored Referral Management workflow by analyzing data from various sources, creating spreadsheets and presentations, and initiating improvements to enhance quality patient services through timely and accurate referrals. Conducted individual performance plans and annual reviews, facilitating merit increases, promotions, and disciplinary actions to support staff development. Oversee Referral Management training for all Clinical staffing within the clinic and our satellite Clinic. Coordinated quarterly meetings with executive board, presenting insights on referral data to inform strategic decision-making. Coordinates patient care with Specialty Clinics, and Insurance companies for specialty cases.
- Managed administrative operations for medical group programs and services. for Scott AFB medical group programs and services.
- Organized staff schedules to ensure adequate coverage across medical support functions., assignments, and coverage across medical support functions.
- Managed policy updates, records, and compliance documentation for 375th Medical Group.
Clinical Operations Manager
15th Medical Group, Hickam AFB
, HI
01.2019 - 01.2021
- Introduced tactical patient engagement plans, expanding patient usage of the online portal by 68% and transforming call center response rate by 50%.
- Assisted patients with appointments, registered new patients, directed them on healthcare benefits, and completed enrollment paperwork. Oversaw enrollment in Tricare portal systems, managed business activities for Military Treatment Facility, assessed clinical needs, and ensured quality assurance. Evaluated care and performance, enhancing patient service and supporting operational goals. Certified regulatory compliance, managed programs, and assessed clinical services through internal data evaluation, aligning with organizational goals, initiating strategic planning, and fostering care missions.
- Detected operational errors, preventing issues and facilitating workflow efficiency.
Office Manager
Mililani Pain Center
Mililani Town, HI
01.2019 - 12.2019
- Managed front office operations for Mililani Pain Center patients and staff.
- Scheduled patient appointments and coordinated provider calendars.
- Processed insurance verification and referral paperwork.
- Answered phone calls, responded to emails, routed mail and coordinated courier services.
- Managed office inventory and placed new supply orders.
- Tracked invoices and payments to ensure accuracy of accounts receivable and payable information.
- Implemented and maintained company protocols to facilitate smooth daily activities.
- Created spreadsheets in Excel to track data such as vacation requests, sick days.
- Developed effective communication strategies between departments within the organization.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Implemented departmental policies and standards in conjunction with management to streamline internal processes.
- Analyzed data from various sources to identify trends and make recommendations for improvement.
- Recommended solutions related to staffing issues and proposed procedural changes to managers.
Advanced Medical Assistant / Medical Support Assistant
Mercy Health
Rolla, MO
01.2015 - 01.2018
- Delivered quality care, treatment, and clinical documentation for diverse patients in General Surgery and behavioral health settings.
- Streamlined workflow, improving phone response time by 70%, cutting patient wait time by 50%, and elevating customer service ratings by 50%.
- Established process improvements that increased insurance approvals by 50%, enhanced call response time by 30%, and refined medical information gathering by 50%.
Substitute Teacher
Waynesville RVI School District
Fort Leonardwood, MO
01.2016 - 05.2017
- Delivered instruction and guidance to support student learning in the absence of a regular teacher.
- Monitored student behavior during class, hallway, and lunch transitions to maintain a respectful environment.
- Promoted a safe and secure atmosphere within the classroom setting.
- Supported classroom order through district behavior procedures.
- Followed lesson plans across Waynesville RVI School District classrooms.
- Executed school policies and procedures in the classroom to ensure compliance and safety.
- Recorded student attendance daily during class sessions, and shared absence reports with office staff.
- Provided notes and reports on school day activities to the primary teacher.
Education
Master of Health Care Administration -
Kaplan University
Davenport, IABachelor of Science - Health Care Administration
Kaplan University
Davenport, IACertificate - Medical Assisting
University of Fairbanks
Fairbanks, AKAssociates - Applied Science
University of Fairbanks
Fairbanks, AKSkills
- Referral Coordination
- Regulatory Compliance
- Quality Assurance
- Performance Optimization
- Process Improvement
- Patient engagement
- Data analysis
- Microsoft Excel
- Program Management
- Team Building & Leadership
- Staff Development
- Mentoring and training
- Conflict resolution
Personal Information
Title: MA Clinical Leader
Accomplishments
- Wing Award- 15th Medical Group- Second in DHA for Patient Appointments- 2021
- Top Performer Award-Q2- Leading implementation of MHS Genesis with 99% accuracy
- Top Performer Award-Q3-Improving Referral Management error rate by 50%
Timeline
Referral Management Director
375th Medical Group, Scott AFB
02.2022 - 09.2025
Clinical Operations Manager
15th Medical Group, Hickam AFB
01.2019 - 01.2021
Office Manager
Mililani Pain Center
01.2019 - 12.2019
Substitute Teacher
Waynesville RVI School District
01.2016 - 05.2017
Advanced Medical Assistant / Medical Support Assistant
Mercy Health
01.2015 - 01.2018
Master of Health Care Administration -
Kaplan University
Bachelor of Science - Health Care Administration
Kaplan University
Certificate - Medical Assisting
University of Fairbanks
Associates - Applied Science
University of Fairbanks