Erica Moran

• Mentored new hires, fostering staff development and enhancing productivity.
• Provided one-on-one coaching to help employees reach their full potential within the organization.
• Delivered constructive feedback and guidance on best practices to support professional growth.
• Assessed training effectiveness by tracking progress, gathering feedback, and implementing continuous improvements.
• Designed and facilitated interactive workshops and hands-on training to boost engagement.
• Led organizational process changes, including the development and rollout of change packages.
• Spearheaded organizational development initiatives to enhance operational efficiency.
• Managed financial wellness strategies, driving cost reduction efforts to align with organizational goals.
• Oversaw Float PSR onboarding, talent development, employee recognition, and performance evaluation.
• Developed and implemented standardized Front Office workflows, setting priorities to optimize efficiency.
• Conducted audits to ensure accuracy and quality of Front Office operations, providing KPI-based feedback to leadership.
• Led monthly Front Office Supervisor meetings to align strategies and drive improvements.
• Provided in-person and virtual support to Front Office teams, Supervisors, and Site Managers.
• Collaborated with Business Directors, Regional Leaders, and Process Improvement Teams (Kaizen) to implement process changes and standard workflows.
• Served as a Subject Matter Expert and organizational advisor, guiding best practices and training efforts.
• Created comprehensive training materials to support ongoing staff development.
• Partnered with patient accounts teams to ensure claims readiness and operational efficiency.
• Acted as an influential member of the All-Staff Committee, contributing to organizational initiatives.

• Responsible for new employee site orientation, training, and shadowing of all Front Office staff. Provide oversight and coordinate daily assignments to ensure efficient front office operations and completion of required duties.
• Hiring, performance management, recognition, and training of all Front Office staff. Also provide guidance, coaching, counseling, conflict resolution, employee relations, and career development of Front Office staff.
• Maintaining timekeeping records and establishing and maintaining daily staffing levels of Front Office staff to ensure appropriate coverage for the clinic.
• Facilitate communication among the Front Office staff regarding procedures, changes, clarifications, and distribution of pertinent materials.
• Running daily, weekly, and monthly reports to ensure the accuracy of demographics, insurance, and financial information, including auditing of charts of Front Office Staff to ensure errors are kept to a minimum.
• Facilitate site Front Office meetings, attend, and participate in in-service meetings, staff meetings, Front Office Supervisor meetings, organizational committees, and task force activities.
• Maintain schedule accuracy for maximum patient flow by checking the schedule regularly to confirm provider dates and times are correct. Identify and correct inaccuracies or mistakes to schedule and ensure unique events and provider administrative times are accurately reflected on the clinic schedule.
• Maintain effective communication with back-office staff and providers to ensure efficient patient flow.
• Ensure established procedures for opening and closing the clinic each day including balancing cash and preparing daily bank deposits.

Responsible for performing front office functions for all site service lines including telephone activities, patient appointment scheduling, patient registration, computer data entry, collection of payments, and

maintaining patient records systems in a manner that promotes quality patient service. Provides excellent customer service to patients.

Using reports and chart audits identifies gaps in patient care and disease management. Document all outreach attempts to patients in EHR and Excel. Contact patients who were recently in ER for follow-up care and requested records, sent to MA. Helping patients with barriers to care like transportation and understanding their insurance. Maintained contact with Population Health Manager, Clinic Supervisors, and Front Offices to coordinate care.

Responsible for performing front office functions for all site service lines including telephone activities, patient appointment scheduling, patient registration, computer data entry, collection of payments, and

maintaining patient records systems in a manner that promotes quality patient service. Provides excellent customer service to patients.

• Certified Insurance Specialist for the Washington Health Plan Finder
• Enrolled HealthPoint patients and community members into Medicaid, QHP's, and Basic Food Programs
• Outreached to patients that may be eligible to apply for insurance
• Linked newly insured patients to a provider and explained benefits

• Created invoices and followed up on outstanding balances
• Tracked all billing and advertisement sales
• Coordinated with Supervisor, Lead Journalist and Fiscal Analyst to ensure accuracy
• Assisted in organization and production of weekly newspapers
• Generated story ideas and delegated them to other journalist
• Trained new journalists on newspaper style and page formatting
• Designed newspaper pages and wrote stories for the newspaper following guidelines