Erica Richardson Mcphaul
Saint Lucie
Summary
Dynamic Client Experience Manager with a proven track record at Nextgen Healthcare, excelling in NextGen workflow development and healthcare analysis. Adept at enhancing service delivery through strategic client feedback initiatives and performance metrics tracking, fostering strong relationships that drive loyalty and operational excellence. Skilled in leadership and team building, ensuring high-quality outcomes.
Overview
18
18
years of professional experience
Work History
Client Experience Manager
Nextgen Healthcare
08.2024 - Current
- Coordinated communication between clients and internal teams to enhance service delivery.
- Facilitated regular client meetings to discuss needs and expectations.
- Led initiatives for gathering client feedback to drive service improvements.
- Analyzed client data to identify trends and recommend tailored solutions.
- Reported on progress towards goals related to improving client experience.
- Collaborated with departments to resolve technical issues impacting user experience.
- Established and maintained relationships with key clients to ensure loyalty.
Implementation Specialist II
Nextgen Healthcare
07.2023 - Current
- Conducted comprehensive workflow analysis to enhance operational efficiency.
- Planned and scheduled implementation of products and services.
- Configured software to align with business objectives.
- Collaborated with staff to design and implement effective business solutions.
- Provided go-live and post-go-live support for EPM software.
- Managed client change requests to ensure project adaptability.
- Translated client requirements into application definitions and workflow processes.
Adjunct Professor
Nova Southeastern University
Davie
08.2021 - 06.2022
- Reviewed student resources to enhance transition support for incoming college students.
- Developed knowledge-based study tools for effective learning strategies.
- Provided counseling and guidance to facilitate student adjustment to college life.
- Assigned coursework through Canvas for online and hybrid course formats.
Manager of Clinical Operations
NOVA SOUTHEASTERN UNIVERSITY
01.2015 - 12.2021
- Oversaw reporting of Healthcare Quality Measures and supervised EMR/PM front desk operations.
- Developed EHR/PM workflows to enhance revenue, claims processing, and provider training.
- Served as liaison for leadership and third-party payors regarding Nextgen workflows and improvement strategies.
- Provided project status updates for weekly reports and quarterly meetings.
- Monitored clinic operations, ensuring compliance with NSU policies while reviewing data entry on specific software systems.
- Oversaw staff across multiple specialties including Internal Medicine and Pediatrics, focusing on performance management.
- Reviewed and approved timesheets in Kronos for direct reports to ensure accurate payroll processing.
- Coordinated outreach initiatives, including scheduling new patients and updating records for members not seen within six months.
Assistant Manager of Clinical Operations
NOVA SOUTHEASTERN UNIVERSITY
01.2008 - 12.2015
- Executed clinical tasks including patient registration, payment processing, and insurance verification.
- Resolved patient complaints to maintain high levels of satisfaction.
- Managed medical record reviews, subpoenas, redactions, and third-party requests.
- Developed Pay for Performance dashboard, enhancing quality reporting and increasing revenue.
- Implemented InstaMed payment systems to streamline check-in and check-out workflows.
- Introduced Nextgen PM 48-hour claim edit reviews to minimize billing denials.
Education
Doctor of Education -
Nova Southeastern University
08-2024
Master of Science - Organizational Leadership
Nova Southeastern University
06-2018
Bachelor of Science - Psychology
Nova Southeastern University
05.2013
High School Diploma -
North Lauderdale Academy High School
06.2004
Skills
- NextGen workflow development
- Performance metrics tracking
- Healthcare analysis
- Leadership and team building
- Medicare risk adjustment
- NextGen super user
- EMR/EHR systems expertise
- Employee development
- Billing and HEDIS reporting
- Senior leadership skills
- Higher education instruction
Timeline
Client Experience Manager
Nextgen Healthcare
08.2024 - Current
Implementation Specialist II
Nextgen Healthcare
07.2023 - Current
Adjunct Professor
Nova Southeastern University
08.2021 - 06.2022
Manager of Clinical Operations
NOVA SOUTHEASTERN UNIVERSITY
01.2015 - 12.2021
Assistant Manager of Clinical Operations
NOVA SOUTHEASTERN UNIVERSITY
01.2008 - 12.2015
Doctor of Education -
Nova Southeastern University
Master of Science - Organizational Leadership
Nova Southeastern University
Bachelor of Science - Psychology
Nova Southeastern University
High School Diploma -
North Lauderdale Academy High School
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