Summary
Work History
Education
Skills
Affiliations
Timeline
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ELOISE P. ADAMSON

CAMBRIDGE,MASSACHUSETTS

Summary

EXPERIENCED HEALTHCARE/ADMINISTRTIVE/OPERATIONS /PRACTICE MANAGER Specialized in creating processes to streamline clinical practices and implementing organizational initiatives to maximize efficiency and effectiveness while creating systems to support the organization’s most valuable assets, its people and their customers. Known for building broad based organizational and leadership capabilities that drive retention, inclusion, performance, profitability and growth and for the development of staff. Additional background and strengths in Human Resources and Information Systems. Record of achievement ensuring that organizations are equipped to meet long-term strategic and operational goals. EXPERTISE Coaching and Development Building Relationships Marketing Data Analysis Influencing and Negotiation Conflict Resolution LEAN Customer Service Software Implementation Electronic Medical Records Microsoft Teams Virtual Environment COVID-19 Operations Budgeting Physician Recruitment Staff Development/Training Process Improvement AWS/Salesforce CRM Inbound/Outbound Calls COVID-19 Certification Call Center Escalation Project Management Cultural Competency Grant Processing Technical/Analytical competencies Compassion/Empathy MAVEN Workforce Development Accomplished Independent Consultant proficient in planning and executing events, inventory management and recordkeeping. Award-winning team leader and persuasive communicator. Prepared to bring [Number]-year record of success to long-term position with room for advancement.

Work History

Independent Consultant/Healthcare

01.2019 - Current
  • I bring a wealth of experience in healthcare, regarding strategy, cost-effective deliverables
  • Creative ways to increase your bottom line and maximizing the effectiveness of your organization

Patient Experience Representative II

Boston Children’s Hospital
01.2011 - Current
  • Boston Children's Hospital is a 395-bed comprehensive center for pediatric health care
  • As one of the largest pediatric medical centers in the United States, Children's offers a complete range of health care services for children from birth through 21 years of age.

Manager of COVID

Massachusetts College of Art
01.2022 - 05.2022
  • 19 Contact Tracing Certification – John Hopkins University; Issued November 2021 No expiration date: Credentialed ID: F76DZV2DKDA9, Massachusetts College of Art is a campus of approximately 2, 000 students 258 faculty and 1, 000 staff
  • MassArt is grounded in history, creativity, and foresight
  • Every era requires vision as part of its progress, and MassArt was founded on vision that included all citizens in its gaze
  • Critical thinking is an integral part of Covid Operations
  • You have to constantly pivot because the unpredictability of this pandemic
  • Pivoting is not always popular, because of consistent change
  • A Covid Operations Manager has to have the skills and respect of their organization to make quick thinking decisions in collaboration with organizational leadership
  • Consult and involved in decision making with the COF (Colleges of the Fenway), Student Health Center, Office of Human Resources, Office of Housing and Residence Life and other executive leadership
  • Attend monthly All College /City Monthly Call with the City of Boston’s Health Commission and key stakeholders of the City of Boston
  • Tactical Team – Key member of COVID Tactical Team that provide policy and protocol decisions to provide continuity and safety during the COVID-19 pandemic
  • Managing operations of the Testing Site – Responsibility of managing 10 student employees who collect and ship approximately 1200 test weekly, which also includes forecasting test processed for the month and adequate supplies
  • First point of contact for all positive Covid cases on and off campus
  • Co-Manager all communications regarding Covid-19 protocols which are communicated throughout the MassArt Community
  • Forecasting test collection and supplies needed for the testing site month to month working with the Broad Institute
  • Responsible for informing all students, staff and faculty of their positive Covid19 diagnosis and guiding them with the college’s mandated protocols to stay safe and also to prevent the spread of the virus
  • Responsible for weekly dashboard updates regarding positive cases and percentage of testing.

Contact Tracer/Case Investigator

Partners in Health Community, Tracing
11.2020 - 09.2021
  • COVID19
  • A Contact Tracer/Case Investigators is a non-licensed public health professional providing support to ahealth-departments in the fight against COVID-19
  • The contract tracer is responsible for reaching out to people (contact) who have been exposed to COVID-19 and providing health education and guidance to interrupt ongoing disease transmission
  • Conducted an average of 65 cases per week with 100% accuracy on call monitoring reports
  • Expertise in protocols, i.e., isolation/quarantine, clusters, False Positives, Settings with Multiple contacts and 82 other required trainings
  • Dialogue by standard protocols to obtain any symptom history and other relevant health information, provide instructions for self-quarantine or isolate, and make appropriate referrals to testing, clinical services, and other essential support services
  • Prioritization, prompt action, and attention to detail in documentation and data management as multiple investigations being conducted simultaneously
  • Required to follow designated scripts and comply with policies and procedures provided by the Massachusetts Department of Public Health and Epidemiologist regarding confidentiality and data security for the handling of sensitive patient information and protected health information
  • Employed dynamic communication and interpersonal skills, cultural competency/sensitivity, tactful language, and empathetic interviewing skills to build rapport and maintain trust with patients of varied backgrounds
  • Verified the contact’s identity during initial communication and prior to disclosing confidential information
  • Assured confidentiality and carried out efforts and communicate with clients in a manner that preserves the confidentiality and privacy of all involved
  • Notified the contact of their exposure to COVID-19, following a script or guidance to provide COVID-19 health education
  • Conduct notification of exposure in a manner that maintains the confidentiality of the patient (or person who was diagnosed with COVID-10) and ensures that the identity of the patient is NOT disclosed
  • Obtain and document relevant information, including contact demographics, underlying medical conditions and other risk factors
  • Assess contact’s ability to safety and effectively quarantine at home, with adequate water, food, and other necessities
  • Identify barriers to necessary interventions and facilitate appropriate referrals, per local protocols
  • Conducted daily check-ins to assess signs/symptoms via locally designated methods
  • Facilitated referrals for testing and medical evaluation for clients who become symptomatic
  • Conducted a minimum of 15-20 case investigations a day and maintaining accuracy and comprehensive notes that tell the story of the patient from beginning to end, whereby any contact tracer or case investigator can follow-up and administer efficient patient care
  • Communicated with external businesses/schools on a possible exposure or suspected cluster that may temporarily suspend or close the facility and ensured that they follow-up with their local board of health.

Customer Service Representative

Maximus, CDC Info
04.2021 - 07.2021
  • Provide customer service knowledgeable responses to numerous telephone inquiries in a courteous, timely and a professional manner
  • Maintaining appropriate documentation of phone inquiries
  • Maintain up to date knowledge of CDC-Info regulations and policies as they appl

Practice Manager

W Consultants
01.2015 - 01.2019
  • Private Healthcare and Educational Groups
  • Managing the healthcare and educational sector of employment investigations
  • Responsible for highly confidential investigations in employment law; discrimination and harassment investigations in the healthcare and educational arena
  • Fact-finding research; identifying collaborations and contradictions and presenting them for clarification and accuracy
  • Responsible for summarizing and gathering data for recommendations and opinions
  • Responsible for creating policies as they adhere to government regulated mandates
  • Identifying inconsistencies in patient flow and implementing strategies to alleviate and minimize hidden factories to streamline the process.

Practice Manager Pulmonary/Critical Care

Pulmonary Consultants
01.2013 - 01.2015
  • Managing multiple sites with a 21-physician practice that work 24/7/365 and cover 5 inpatient services, 4 outpatient locations and 3 specialties; critical care, pulmonary and sleep and 13 direct reports (medical assistants, nurse practitioner, nurses, biller’s medical secretaries and front desk staff)
  • Identified a problem with a physician with a high no show rate delved into the Televox system and identified that the mnemonic that was transmitted was transposed and therefore the physician’s patients were not getting called
  • Problem was fixed and it decreased the no show rate by 80%
  • Consulted with Primary Care physicians regarding patient follow-up on specific Meaningful Use measures
  • Increased the communication vehicles to have more patient interaction the practice did not have a general email address to interact with patients and to communicate basic information
  • I worked with IS and created a general email address for patient communication and satisfaction
  • Increased Press Ganey scores by implementing better customer service processes, i.e., one on one coaching,
  • Manage physician scheduling templates
  • EClinicalworks SuperUser
  • Implemented No Show/Cancellation Policy
  • Working with information systems to generate reports to benchmark statistical data relevant to the success of the department
  • Negotiated the purchase of Microsoft Office for the staff and administered training
  • Created a training program to accurately reflect Meaningful Use criteria that was necessary to meet the benchmarks
  • Revamped the televox phone system that was not updated since 2009 and revised the system to accurately disseminate telephone calls
  • Created online forms using Adobe Acrobat
  • Managed Meaningful Use measures for physicians and ensured that the attestations were completed
  • Created a check-out form that is specific to Pulmonary Consultants whereby the physicians are able to accurately schedule labs and procedures
  • Reviewed Moonlighting vouchers for submission
  • Collaboration with the radiology department where I built a relationship, which gained us access to their scheduling program, which enabled my department to schedule their own chest x-rays and CT scans to increase the efficiency of patient care
  • Collaborated with Cardiology where I negotiated having access to a direct line to schedule ECHO’s and EKG’s to streamline the process and efficiency in patient appointments
  • Responsible for time keeping for physicians and staff in Kronos
  • Managed the operating budget to ensure that that cost savings were implemented and made decisions on what was needed to run the practice fiscally.

Practice Manager/Hematology

01.2007 - 01.2011
  • Provided program leadership for 2 multi-disciplinary ambulatory clinics, and clinical trials, which consisted of 30 Providers and 12 support staff
  • Developed a process that produced efficient customer communication, which enabled successful patient follow-up for timely treatment
  • In collaboration with the Institute’s grant finance manager, managed a grant portfolio in access of $4 million, which included discretionary, clinical trials, operating budget and research funds
  • Key Contributions:
  • Identified cost saving measures and workflow revisions and recommended that the department adhere to the cost effective measures that were available to the organization that were provided by the institute, which reduced our shipping cost by 90% and also instituted self-managed teams which reduced absenteeism and contributed to successful teamwork
  • Responsible for performance reviews, corrective action, hiring and terminations of all direct reports
  • Increase revenue and patient volume by developing a marketing campaign of “We Miss You” postcards that were sent to patients who were lost to follow-up, which increased the patient volume by 30% and therefore increased the revenue that was allotted to the department
  • Implemented process improvement redesigning the clinical flow working with ancillary departments to minimize wait times by increasing the allotted slots delegated to the department
  • Building relationships which enabled the department to consult with local physicians regarding timely second opinions for cancer care, which is critical to patient survival
  • Managed physician recruitment, which involved creating ads for major medical journals and neuro-oncology websites resulting in successful recruitment of international fellow’s and physician from a limited pool in which to recruit
  • Managed the Weekly Tumor Board collaborated with surgeons, pathologist and oncologist on the weekly cases and managed the follow-up of tumor cases
  • Managed 12 direct reports who were responsible for the management and scheduling of patients of 2 ambulatory multi-disciplinary clinics and clinical research
  • Managed Physician and Fellow’s master templates
  • Responsible for Payroll of nurse practitioners (MNA) and 12 direct reports
  • Implemented an international communication strategy for consults on pediatric brain tumors with European and Middle Eastern countries, which enabled those countries to gain the expertise and resources of the pediatric brain tumor consult team, which consisted of neurosurgeon’s, neuro-oncologist and pathologist
  • Managed the Operations Budget
  • Increased revenue and patient volume by instituting NotifyMD, a physician answering service that assisted in answering calls of a practice with a patient volume of over 2,000, which resulted in an increase in our Press Graney scores
  • Lead Project Manager for the pediatric leadership off-site strategy meeting summarized meeting notes identifying key goals and reported results to the VP of Strategy to use for organizational effectiveness for the future of pediatrics
  • Responsible for on boarding of new fellow’s and physician credentialing
  • Negotiated a cost reduction in a software license by 25% which resulted in the departments research files going digital
  • Responsible for brain tumor specimens imported to DFCI from the Middle East and Europe working with US Customs and the US Food and Drug Administration.

Practice Manager

Dana-Farber Cancer Institute
01.2003 - 01.2011
  • Inpatient Psychiatry – Every other weekend
  • Access hospital computer systems to admit and discharge patients using Epic
  • Assist nurses and physicians with routine administrative procedures
  • Maintain patient records and file all necessary documentation
  • Answer telephones to determine visitor access on a highly secured and protected floor
  • Monitor surveillance cameras as they pertain to patients and visitors
  • Specialties in Cancer research, Adult cancer treatment, AIDS research, Pediatric cancer treatment and teaching affiliate of Harvard Medical School.
  • Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
  • Developed close working relationships with front office and back office staff.
  • Boosted staff morale by offering constructive feedback and specific direction.
  • Assessed processes and procedures, complying with OSHA and HIPAA regulations.
  • Developed policies and procedures for effective practice management.
  • Oversaw accounting, budgeting, and financial reporting.
  • Provided supervision and management to team of [Job title]s and support personnel.
  • Addressed and remedied all patient or team member issues.
  • Ordered all office supplies and kept check on inventory levels.
  • Supervised team of [Number] office personnel.
  • Consulted with healthcare professionals on business decisions.
  • Trained interns and newly hired team members on office procedures and computer system.
  • Created and implemented organizational policies and procedures.
  • Developed and maintained electronic record management systems to analyze and process data.
  • Obtained [Type] program re-certification with no corrective suggestions.
  • Stacked magazines, removed trash and managed [Task] to keep office and waiting areas clean and presentable.
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
  • Assisted with regulatory issues such as compliance.
  • Communicated closely with patients, ensuring medical information was kept private.
  • Implemented best practice standards for billing resulting in substantial reduction of accounts receivable delays.
  • Motivated and supervised [Number] [Job title] and [Job title] in delivering quality patient care.
  • Fostered excellence by example by "setting pace" and being hands on mentor to clinical staff.
  • Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation to board of directors.
  • Reviewed and evaluated test results to suggest care and treatment options.
  • Trained pharmacy interns and newly hired pharmacy technicians.
  • Collaborated with national and international organizations to leverage industry connections.
  • Identified new areas of scientific research and provided internal training.
  • Conducted literature and coding reviews to adhere to state and federal standards.
  • Removed trash and straightened counters to keep pharmacy area clean and neat.
  • Implemented procedures necessary for compounding, mixing, packaging and labeling.
  • Created customized care plans, working with hospital staff and families to assess and meet individual needs.
  • Managed application processes for facility certifications with [Type] education programs.
  • Organized and facilitated [Number] department head meetings weekly, discussing current census, admissions and discharges and residents' Medicaid applications.
  • Supervised team of [Number] pharmacy technicians.
  • Assessed [Type] and [Type] metrics and adjusted operational plans to uphold quality standards.
  • Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
  • Increased patient satisfaction scores by [Number]% within [Timeframe].
  • Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
  • Successfully negotiated client contract renewals to create increased revenue.
  • Direct day-to-day administrative and operational functions for [Number]-bed facility, providing guidance and leadership to over [Number] employees across more than [Number] departments.
  • Discussed medical histories with patients in effort to provide most effective medical advice.

Interim Revenue Control Manager

01.2006 - 01.2007
  • Directed and motivated a team of 9 revenue control representatives and 1 supervisor responsible for all cash, electronic payments and physician billing with annual revenue of $800 million
  • Key Contributions:
  • Developed policies to ensure that government mandated regulatory procedures were incorporated in the department process to provide consistency with standard operating procedures
  • Analyzed statistical data to support reduced lag times and late charges for a physician billing system from 15 days to 3 days, which improved operational performance in meeting the A/R goals for the fiscal year
  • Developed a rotational system which gave each team member the responsibility of manually retrieving encounters from an off-site location, by centralizing the pick-up of over 500 encounters a day, which reduced inefficiencies and increased the revenue stream in meeting the operational goals
  • Chemo Infusion Billing – Ensure that modifiers are correctly coded with timing
  • Identified a problem in the A/R database’s report writing process
  • Analyzed the database and resolved the problem by creating accurate reports, which reflected the receivables.

Donor Education and Recruitment Manager

01.2003 - 01.2006
  • Recruited to design and implement a broad range of program initiatives focused on recruitment and retention for the National Marrow Donor Program (NMDP) Dana-Farber Cancer Institute
  • Key Contributions:
  • Developed a recruitment and communication strategy to educate potential donors, major community stakeholders in the importance of marrow and stem cell donation
  • Created a “How to Plan Your Drive” manual for organizers in preparation of bone marrow drives
  • Negotiated and secured the “Gift of Life Campaign” a major campaign with the NMDP, working with the United States post offices
  • Developed a relationship with Healthcare Lobbyist working with the Governor’s office whereby securing yearly Proclamations for DFCI in support of National Marrow Donor month signed by the governor
  • Developed marketing and branding of promotional materials “Are You My Type” Be a Marrow Donor
  • Increased revenue by indentifying an insurance process that was resulting in lost revenue
  • Working with the director of patient accounting and key stakeholders implemented an electronic payment process with the major healthcare insurance companies increasing revenue by 40%
  • Organized bone marrow drives which recruited over 1,000 donors
  • Culturally competent with expertise in delivering and retrieving bone marrow and stem cell donations from European countries, i.e., England, Germany (Hamlin, Dusseldorf, Nuremberg and Munster), Italy (Venice and Milan)
  • Responsible for reporting the organization’s community benefits report for the Massachusetts Attorney General’s Office
  • Initiated the passage of a Bill to mandate that health insurance companies pay for HLA typing in New Hampshire where I recruited a group in support of HLA typing for potential marrow donors, which included a lobbyist from the National Marrow Donor Program, local physicians , the community and local families who were affected by Leukemia and other blood disease Hristianna's Bill was passed 4/13/2006

Supervisor

Community, Collaborative/Partners, Commonwealth of Massachusetts
09.2021 - 12.1930
  • Remote Call Center
  • The current COVID-19 pandemic exceeds the existing Massachusetts Department of Public Health and Local Boards of Health ability to perform contact tracing
  • As a result, many people are unaware that they are a contact of a person with COVID-19
  • Contacts may have asymptomatic or mildly symptomatic COVID-19 and can unwittingly spread the virus in the community
  • To break the chain of transmission, contact tracing and isolation must be scaled-up rapidly
  • Contact Tracing Supervisors ensure this process goes smoothly, manage quality assurance, perform data quality checks, trouble-shoot with Contact Tracers and Case Investigators in real-time on active calls, and often complete phone calls themselves
  • In addition, given the fast-paced and large-scale nature of the project, Contact Tracing Supervisors will be responsible for managing other pieces of work that may include calling people diagnosed with COVID-19 to give them their diagnosis and gather information about their contacts
  • Contact Tracing Supervisors oversees delivery of training, monitor tracing calls and provide guidance to contact tracers who may encounter difficult situations
  • Supervisors will evaluate performance metrics and intervene as necessary to meet key performance indicators
  • This will include participating in quality assurance procedures for the call center with the leadership team
  • Responsibilities:
  • Supervise COVID Community Team units of 24 Case Investigators and Contact Tracers and mentors
  • Support calling cases of COVID-19 and collecting contact information
  • Quality assurance and data management
  • Manage calls that were clusters, higher education, setting with multiple contacts
  • Calling businesses, daycares and schools conducting contact tracing and education on isolation and quarantine
  • Conduct a daily huddle to assess cases and protocols and troubleshoot questions and concerns
  • Support training and mentorship of all contact tracing teams
  • Manage call escalations
  • Call patients diagnosed with COVID-19 to risk stratify and gather contacts
  • Facilitate communication from central leadership team on progress, changing protocols, procedures, 
and referral criteria
  • Troubleshoot with units on difficult cases, patient referrals, and escalate as needed to central leadership 
team
  • Ensure contract tracing units are meeting target goals, or if not help central team adjust target goals
  • Listen in on teams’ calls to provide quality assurance
  • Working remotely in a virtual call center environment for the entirety of a shift
  • Timekeeping
  • Performance metrics and reviews
  • Working with HR on performance reviews and terminations

Education

Master of Management Healthcare - Administration

Cambridge College

Bachelor of Science - Business Administration

Emmanuel College
05.2003

Credentialed ID: F76DZV2DKDA9 Employment and Labor Law Course Certificates - undefined

Cornell University

Certificate of Completion – Professional training and onboarding as part of the Massachusetts Community Tracing Collaborative. Certified- Mediator – JAMS DISPUTES Certificate - Fundamentals of Sponsored Project Administration - undefined

COVID-19 Contact Tracing Certification – - undefined

John Hopkins University

Skills

  • TECHNICAL SKILLS ____________________________________________
  • Microsoft Office; Word, PowerPoint, Excel, Access Illustrator, Publisher, IDX, BICS, SAP, Power Chart, EPIC, Microstrategy, MediTech, eClinical Works, Kronos, TRINET; Software Implementations: SAP and IDX Experience in all social media
  • Inventory Control Processes
  • Data Recovery
  • Rehabilitative Nursing

Affiliations

ACHE in Massachusetts (American College of Healthcare Executives) Excellence in Management – DFCI - Nominated for two consecutive years Volunteer of the Year for Cambridge Cares About Aids

Timeline

Manager of COVID

Massachusetts College of Art
01.2022 - 05.2022

Supervisor

Community, Collaborative/Partners, Commonwealth of Massachusetts
09.2021 - 12.1930

Customer Service Representative

Maximus, CDC Info
04.2021 - 07.2021

Contact Tracer/Case Investigator

Partners in Health Community, Tracing
11.2020 - 09.2021

Independent Consultant/Healthcare

01.2019 - Current

Practice Manager

W Consultants
01.2015 - 01.2019

Practice Manager Pulmonary/Critical Care

Pulmonary Consultants
01.2013 - 01.2015

Patient Experience Representative II

Boston Children’s Hospital
01.2011 - Current

Practice Manager/Hematology

01.2007 - 01.2011

Interim Revenue Control Manager

01.2006 - 01.2007

Practice Manager

Dana-Farber Cancer Institute
01.2003 - 01.2011

Donor Education and Recruitment Manager

01.2003 - 01.2006

Master of Management Healthcare - Administration

Cambridge College

Bachelor of Science - Business Administration

Emmanuel College

Credentialed ID: F76DZV2DKDA9 Employment and Labor Law Course Certificates - undefined

Cornell University

Certificate of Completion – Professional training and onboarding as part of the Massachusetts Community Tracing Collaborative. Certified- Mediator – JAMS DISPUTES Certificate - Fundamentals of Sponsored Project Administration - undefined

COVID-19 Contact Tracing Certification – - undefined

John Hopkins University

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