Patient-focused healthcare leader equipped with ten years of administrative operations and practice management expertise. Career track record of effective project management, servant leadership, and innovative problem-solving abilities. Ingenious in maximizing resources to meet challenging demands. Analytical, data driven leader with excellent multitasking abilities. Talented in finding balanced solutions and resolving conflicts with compassion and empathy.
Overview
10
10
years of professional experience
Work History
Director of Operations
Palo Alto Mind Body
Palo Alto, CA
09.2022 - Current
Provide strategic leadership, drive operational excellence, achieve and maintain highest levels of patient experience and satisfaction
Manage a remote team as they oversee the navigation of patients through the often confusing insurance and financial landscape of their care journey
Serve as the lead subject matter expert and ensure all team members have a deep understanding of new and existing services, insurance regulations, as well as the overall patient journey, offered by PAMB
Approach patient conversations and communication in a consultative manner, consistently maintaining a highly professional and compassionate attitude at all times
Take part in organizational strategic planning to ensure clearly defined business goals and direction
Monitor and report frequently on the health of the business in a data driven manner
Drive the global operations team to think critically and solve problems in new and creative ways
Develop and implement a robust training program for patient financial counselors, so that they may provide patients with exemplary service and approach all issues with a “problem solving” mindset
Oversee the management of all clinic operations including but not limited to patient intake, revenue cycle management, and provider credentialing
Partner with the team members on complex cases and serve as the escalation point of contact for both PFC and the global operations team
Develop and manage KPI’s with other members of leadership to track the success of all teams in a data-focused and measurable manner
Establish and optimize SOPs, identifying and addressing gaps in patient service or operational workflow, to operate efficiently and at scale while maintaining standard of excellence in patient care; continuous process improvement
Oversee the development, implementation, and review of institutional policies and procedures to assure the privacy and security of PHI (HIPAA)
Negotiate with payers and third party vendors to achieve maximum reimbursement for services rendered
Established operational guidelines and identified opportunities for improvement.
Worked with management team to develop operational goals aligned with business strategy.
Set goals and expectations for direct reports using performance review process, holding staff accountable.
Assessed and evaluated business procedures and implemented structure to improve day-to-day operations.
Recognized employees for demonstrating excellent service resulting in increased company morale.
Analyzed data across variety of sources to identify trends, patterns and areas of opportunity.
Communicated clear and consistent messages regarding departmental goals to produce desired results.
Enhanced the patient experience through policy and procedural changes.
Contributed to organizational strategic direction to improve products and services.
Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
Monitored progress by establishing plans, budgets and measuring results.
Used excellent verbal skills to engage stakeholders in conversation and effectively determine needs and requirements.
Implemented successful business strategies to increase revenue and target new markets.
Directed or coordinated financial or budget activities to fund operations and maximize investments.
Mitigated business risks by working closely with staff members and assessing performance.
Communicated with patients with compassion while keeping medical information private.
Maintained communication and transparency with governing boards, department heads and medical staff.
Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.
Developed programs with the clinical team that promoted community health and research.
Used strong issue resolution and communication skills to cultivate and strengthen lasting stakeholder relationships.
Business Owner/Operator
Tully Medical Management Consulting
Dallas, TX
01.2019 - Current
Owns and operates a medical management consulting firm providing third party practice administration and management consulting services including, but not limited to: budgets, contract negotiation, strategic marketing, branding, recruitment, revenue cycle management, billing audits, and leadership training
Established favorable relationships with vendors and contractors, facilitating contract negotiation and development of marketing and sales strategies.
Reconciled daily sales, prepared bank deposits and assessed financial transaction reports.
Promoted business on social media platforms to maximize brand identity and generate revenue.
Set pricing structures according to market analytics and emerging trends.
Met with clients to discuss expectations to ascertain best ways to meet projected goals.
Reviewed diverse organizational problems to assess concerns with workflows, communication and cost controls.
Generated thorough and useful reports for use in business decision making.
Reviewed established procedures to assess areas in need of improvement.
Assisted with the development of forward-thinking and effective operational policies to address changing needs.
Implemented unique methods and methodologies, which helped reduce and resolve issues.
Collected, tracked and evaluated current business and market trend data.
Assessed employees through on-site observation and interviews to determine strengths and weaknesses in work performance, methods and team functions.
Evaluated internal systems and prepared training initiatives to mitigate ongoing problems.
Assisted leaders in understanding how to successfully oversee and improve practice billing procedures, and financial health.
Taught physicians and practice managers how to effectively oversee areas such as RCM, practice scheduling, and patient experience initiatives.
Created and implemented policies and procedures for effective practice management.
Supported entire practice's staff, which boosted efficiency and improved overall process flow.
Complied with OSHA and HIPAA regulations.
Motivated staff by offering direction and providing constructive feedback.
Consulted with clinicians to develop business strategy.
Coordinated financial operations, budgeting, accounting, expenses and financial reporting tasks.
Mentored and coached interns and newly hired team members on office procedures and computer systems.
Collaborated with multi-disciplinary staff to improve overall patient care and response times.
Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
Practice Administrator
Integrative Emergency Services
Dallas, TX
09.2019 - 10.2020
Managed all operations of the Emergency Department at a level 1 trauma center
Handled day-to-day operational issues using problem-solving skills and teamwork o Provided support for key hospital personnel in nursing, Management Services Organizations and C-Suite
Identified operational/training needs to improve Emergency Department customer service
Ensure client satisfaction regarding contracts, problem resolution and site operations
Maintained monthly clinical dashboard and Operations dashboard as needed for operational meetings
Liaison to all Emergency Department Providers to facilitate communication and provide support
Facilitate connections with appropriate personnel for further assistance when required
Assisted with development of regulatory compliance systems.
Consulted with clinicians to develop business strategy.
Created and implemented policies and procedures for effective department management.
Responsible for development and execution of operational strategies and planning activities
Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.
Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
Communicated with patients with compassion while keeping medical information private.
Ordered supplies needed and kept tabs on inventory levels.
Motivated staff by offering direction and providing constructive feedback.
Coordinated financial operations, budgeting, accounting, expenses and financial reporting tasks.
Supported entire department's staff, which boosted efficiency and improved overall process flow.
Organized and presented at educational events
Recruited, hired and trained new medical and facility staff.
Maintained awareness of government regulations, health insurance changes and financing options.
Maintained communication and transparency with governing boards, department heads and medical staff.
Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
Maintained records management system to process personnel information and produce reports.
Directed, supervised and evaluated medical, clerical or maintenance personnel.
Explained policies, procedures and services to patients.
Coordinated work activities and scheduling of medical, nursing and physical plant staff.
Planned and implemented programs for health care or medical facilities supporting personnel administration and training.
Managed changes in integrated health care delivery systems and technological innovations while keeping focus on quality of care.
Collaborated with multi-disciplinary staff to improve overall patient care and response times.
Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
Monitored inpatient bed use, facilities and staff to provide optimal use of resources.
Kept informed of advances in medicine and computerized diagnostic and treatment equipment.
Practice Administrator
Medical Offices of Manhattan
New York, NY
01.2019 - 09.2019
Managed all practice operations of multi-site, multidisciplinary private practice.
Oversaw changeover from Amazing Charts EHR to GE Centricity
Assisted with development of regulatory compliance systems.
Consulted with clinicians to develop business strategy.
Created and implemented policies and procedures for effective practice management.
Created and maintained electronic record management (EMR) systems to store data and develop reports.
Motivated staff by offering direction and providing constructive feedback.
Coordinated financial operations, budgeting, accounting, expenses and financial reporting tasks.
Ordered supplies needed and kept tabs on inventory levels.
Oversaw 25 assistants, technicians and office administrators.
Supported entire practice's staff, which boosted efficiency and improved overall process flow.
Checked entire office and waiting areas regularly to provide clean and organized surroundings.
Communicated with patients with compassion while keeping medical information private.
Complied with OSHA and HIPAA regulations.
Mentored and coached interns and newly hired team members on office procedures and computer systems.
Cultivated close working relationships with the entire staff, including providers, medical assistants and administrative support staff.
Recruited, hired and trained new medical and facility staff.
Maintained awareness of government regulations, health insurance changes and financing options.
Administered fiscal operations for accounting, budget planning, authorizing expenditures and coordinating reporting.
Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
Maintained records management system to process personnel information and produce reports.
Explained policies, procedures and services to patients.
Coordinated work activities and scheduling of medical, nursing and physical plant staff.
Assessed need for additional staff, equipment and services based on historical data and seasonal trends.
Collaborated with multi-disciplinary staff to improve overall patient care and response times.
Developed medical programs that promoted community health and research.
Assistant Administrator
Hackensack Meridian Nursing and Rehabilitation
Shrewsbury, NJ
03.2018 - 01.2019
Supported the facility administrator while ensuring compliance of state and federal regulations
O Ensured company standard as a high-quality provider through implementation and monitoring of quality systems and
processes
o Consistently facilitated strategies for successful organizational outcomes by adhering to ethical tenets and exhibiting
professional integrity
o Experience and knowledge of change management principles, methodologies and tools
o Worked closely with the office of patient experience to provide service recovery and promote patient-focused
innovative strategies to improve quality of care and overall patient satisfaction
o Conducted a wide-scale feasibility analysis regarding the implementation of a concierge care technology program,
aimed at increasing patient satisfaction and reducing caregiver burnout
o Collaborated with executive leadership on various projects aimed at increasing organizational efficiency and
improving the patient experience
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o Served as functional and project manager for QAPI projects
o Assured that the organizational image as an ethical and high-quality provider of health services is maintained
o Oversaw guest relations and monitors patient satisfaction data via the facility survey software, Qualitick
o Lead and motivated team to meet the diverse needs of our patient population
o Balanced multiple priorities to achieve the organizational vision
o Responsible for the overall administration of the facility accordance with accepted national standards, federal and
state laws as well as facility and organizational policies
Home Health Manager
Hackensack Meridian Health at Home
Neptune, NJ
02.2014 - 03.2018
Managed Hackensack Meridian at Home certified and private pay services on-site and supervised assigned team members to facilitate company services
Supervised and mentored a multidisciplinary clinical team of RNs, CHHAs, PTs, OTs, and SLPs
Responsible for meeting growth targets as assigned (Grew revenue in current building by 350% since inception)
Oversaw planning, budgeting, and fiscal management of home health services
Maintained an extensive knowledge of CMS guidelines
Routinely trained staff on new processes as well as current events impacting the healthcare industry
Developed new processes to streamline operations
Worked closely with the director to ensure accuracy and timeliness of billing
Maintained safety protocols and infection control measures to safeguard patients and medical staff.
Communicated with patients with compassion while keeping medical information private.
Explained policies, procedures and services to patients.
Referred patients to specialized health resources or community agencies to furnish additional assistance.
Collaborated with health groups to plan or implement programs designed to improve overall health of communities.
Utilized computerized Resource and Patient Management System (RPMS) and Electronic Health Record (EHR) system.
Achieved departmental goals and objectives by instituting new processes and standards for patient care.
Built work schedules and staff assignments, taking workload, space and equipment availability into consideration.
Maintained records management system to process personnel information and produce reports.
Established solid relations with leadership and staff by attending board meetings and coordinating interdepartmental information exchanges.
Education
Master of Healthcare Administration - Health Administration
Seton Hall University
South Orange, NJ
08.2018
Bachelor of Science - Communications
Pace University
New York, NY
12.2015
Skills
Strategic Planning
Process Improvement
Performance Analysis
Employee Motivation
Operations Management
Business Development
Human Resources
P&L Management
KPI Tracking
Recruiting and Hiring
Business Forecasting
Decision-Making
Employee Development
Hiring and Onboarding
Policy/Program Development
Change Management
Team Building and Leadership
Profit and Loss Accountability
Cross-Functional Team Management
Management Team Building
Process Development and Streamlining
Employee Motivation
Budget Control
Presentation Development and Delivery
Teamwork and Collaboration
Revenue Forecasting
Revenue Growth
Cost Reduction
Business Marketing
Accomplishments
Created highly effective new program/team: "Patient Financial Counselors" that significantly impacted patient satisfaction scores and improved operations.
Led team to achieve the lowest practice aging AR of all time (5% of accounts aged 120 days +), earning recognition from upper management and financial reward.
Negotiated with payers, earning company an additional $4,000-$5,000 per claim.
Timeline
Director of Operations
Palo Alto Mind Body
09.2022 - Current
Practice Administrator
Integrative Emergency Services
09.2019 - 10.2020
Business Owner/Operator
Tully Medical Management Consulting
01.2019 - Current
Practice Administrator
Medical Offices of Manhattan
01.2019 - 09.2019
Assistant Administrator
Hackensack Meridian Nursing and Rehabilitation
03.2018 - 01.2019
Home Health Manager
Hackensack Meridian Health at Home
02.2014 - 03.2018
Master of Healthcare Administration - Health Administration