Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Elsy Cullinan

Fort Loudon

Summary

Director-level IT Operations | Healthcare IT | LEAN for Leaders certified. Certified Medical Office Manager with proven success in leading IT-enabled practice operations, EMR optimization, system migrations, and cross-functional teams. Strong background in budgeting, project leadership, risk analysis, and data-driven process improvements (LEAN Kaizen Events). Skilled at aligning IT capabilities with clinical goals, improving HEDIS metrics, and delivering cost-effective patient care. Pursuing a bachelor’s in business administration to amplify strategic business and technology leadership.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Practice Manager – Family Medicine

Wellspan Health
01.2019 - Current
  • As a Practice Manager, I direct, supervise, and coordinate the activities of both staff and providers, ensuring cohesive and efficient operations. I manage day-to-day office activities to maintain smooth workflows and timely service delivery, while ensuring the office provides high-quality, cost-effective patient care. I oversee patient scheduling, registration, and practice finances to optimize efficiency and patient satisfaction. I promote excellent customer service across all levels of staff and foster a patient-centered culture. I interview, hire, and train productive medical office staff, establishing clear roles and performance expectations, and I conduct regular performance evaluations to support ongoing professional development. I prepare and present monthly, quarterly, and annual organizational reports and develop and manage the annual budget, monitoring financial targets and variances. I participate in Lean Kaizen events and lead follow-up initiatives to sustain process improvements, continually seeking ways to enhance quality and efficiency.
  • Highlights:
  • Managed 25 team members including clinical, front office staff, and Providers
  • Led IT-enabled operational improvements across multiple offices, ensuring quality, cost-effective patient care. Directed staff scheduling, registration, finances, and performance evaluations; implemented processes to improve data accuracy and reporting.
  • Drove lean initiatives and participated in Kaizen events to streamline workflows, reduce waste, and accelerate issue resolution.
  • VFC (Vaccine for Children) Coordinator; managed data capture, reporting, and compliance workflows.
  • Interim manager for multiple sites; mentored new managers, promoting consistency in IT-enabled operations and data governance.
  • Key outcomes: improved patient access metrics and staff engagement through process redesign; sustained operations continuity during Covid-19.

Medent Application Analyst

Summit Physician Services affiliation of Wellspan
01.2016 - 01.2019
  • I provide EMR support and technology training to more than 30 healthcare offices, including Primary Care and Specialty groups. I conduct and manage large-scale training sessions as needed and run bi-weekly new-employee EMR training. I oversee large-scale application upgrades and related projects, track and document issues, and follow up via a helpdesk portal. I troubleshoot user errors and deliver timely, high-quality customer service, validate and support Medent testing, and build or edit provider templates. I participate in on-call rotation and assist with the standardization of processes. I also created requested Opportunity Improvements for Medent to drive ongoing enhancement.
  • Highlights:
  • Served as Lead Analyst for EMR (Medent) optimization and implementation projects across 30+ healthcare offices; delivered large-scale training, system upgrades, and testing.
  • Managed issue tracking via helpdesk portal; ensured timely resolution and high customer satisfaction.
  • Led critical projects: Electronic Prescribing of Controlled Substances (EPCS) and Payment Integrity Compass (PIC), including SFTP data transfers and provider training materials.
  • PM support for practice acquisitions: data conversion, workflow design, and staff training; created training content and standard operating procedures.
  • LEAN Kaizen leadership: designed downtime procedures, improving system resilience and uptime.
  • Developed comprehensive technical writing: Work Instructions, Tip Sheets, and Technical Overviews.
  • R&D: exploring e-visits, telemedicine, Medent Mobile, and kiosks; provided technical guidance to sites and committees.

Charge Posting Manager

Summit Physician Services
01.2015 - 01.2016
  • I managed the Charge Posting and Medical Coding Department, overseeing a team of 20 employees. My responsibilities included maintaining payroll, coordinating time-off schedules, and conducting annual performance evaluations to drive continuous improvement and maintain high staffing standards.
  • Highlights:
  • Managed 20-person team in Charge Posting/Medical Coding; oversaw staffing, payroll, and evaluations.
  • Redefined roles and processes; implemented production boards and code correction workflows; introduced work-from-home guidelines using LEAN methods.
  • Technology enablement: improved data capture and reporting accuracy, enabling better charge capture and revenue cycle insights.

EMR Coordinator

Summit Physician Services
01.2012 - 01.2015
  • I coordinated the schedules for the Application Analyst team and created and maintained multiple databases to ensure data integrity and accessibility. I managed accounts payable and led contract negotiations, aligning vendor terms with organizational objectives. I provided direct support to the EMR Project Manager, contributing to project planning, execution, and issue resolution to keep initiatives on track.
  • Highlights:
  • Coordinated EMR implementation timelines and data migrations; supported contract negotiations and AP processes.
  • Built training programs for new Providers and staff; maintained intranet forms, processes, and training manuals.
  • Established policy governance, process documentation, and policy holder tracking tools; ensured consistency across sites.

Patient Support Specialist

Summit Physician Services
01.2005 - 01.2012
  • I provide front-desk excellence by meeting and greeting patients and managing their arrival process. I schedule appointments, prepare patient authorizations, screen phone calls, verify insurance eligibility, and coordinate patient referrals. I also developed in-depth knowledge of insurance processes, with a focus on authorizations and referrals, to streamline workflows and improve patient access to care.
  • Highlights:
  • Frontline patient engagement, scheduling, authorizations, referrals; developed deep knowledge of insurance workflows to support IT-enabled processes.

Education

Bachelor’s - Business Administration

University of The Cumberlands
12-2026

Diploma -

Fannett Metal High School
01.1996

Skills

  • IT & EMR Administration
  • Healthcare Information Systems (Medent, EMR platforms)
  • IT Project Management & Change Management
  • Process Improvement (LEAN, Kaizen)
  • Vendor & Stakeholder Management
  • Budgeting & Financial Governance
  • Training & User Enablement
  • Compliance & Risk Management
  • Interdepartmental Collaboration
  • Business Process Reengineering
  • Incident & Problem Management

Certification

  • 2010 – Summit sponsored CPT/HCPCS Course
  • 2015 – Certificate: Summit Lean for Leaders
  • 2015 – Certificate: Certified Medical Office Manager

Timeline

Practice Manager – Family Medicine

Wellspan Health
01.2019 - Current

Medent Application Analyst

Summit Physician Services affiliation of Wellspan
01.2016 - 01.2019

Charge Posting Manager

Summit Physician Services
01.2015 - 01.2016

EMR Coordinator

Summit Physician Services
01.2012 - 01.2015

Patient Support Specialist

Summit Physician Services
01.2005 - 01.2012

Bachelor’s - Business Administration

University of The Cumberlands

Diploma -

Fannett Metal High School

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Elsy Cullinan