Farod Holman
Richmond,Virginia
Summary
Results-driven Practice Manager with a Healthcare Administration degree and 5 years of comprehensive experience in financial operations, clinical management, credentialing, and clinical operations. Proven track record in enhancing patient care services through a commitment to quality, effectiveness, and efficiency. Adept at recruiting, developing, and managing staff to optimize daily workflows, ultimately driving increased practice revenue.
Overview
10
10
years of professional experience
Work History
Practice Manager
Advanced Wellness Centre
07.2018 - Current
- Orchestrated the daily operations of the practice, strategically optimizing appointment scheduling, patient records management, and billing functions to ensure seamless efficiency.
- Provided comprehensive support to the entire staff, fostering improved process flow and heightened efficiency across all levels.
- Developed and implemented a leadership development, coaching, and team management model that led to the successful promotion of employees to increased levels of responsibility.
- Established and maintained open and effective communication channels with staff, physicians, and community organizations, promoting high-quality patient care.
- Implemented advanced scheduling protocols, maximizing resource utilization, minimizing conflicts, and enhancing overall workflow.
- Revamped patient records management systems with robust frameworks for swift organization, updates, and retrieval, contributing to a more efficient practice environment.
- Elevated billing functions through meticulous scrutiny, implementing precision-driven processes for accuracy, compliance, and timely financial transactions.
- Led recruitment, hiring, and training efforts for all staff, providing direct supervision, ongoing development, and continuing education.
- Conducted comprehensive training for newly hired team members on office procedures and computer systems.
- Developed and implemented effective organizational policies and procedures for streamlined practice management.
- Oversaw accounting, budgeting, and financial reporting processes.
- Formulated and executed strategies to enhance patient access, satisfaction, and care quality.
- Successfully addressed and resolved all patient or team member issues in a timely and effective manner.
- Conducted assessments of processes and procedures, ensuring compliance with OSHA and HIPAA regulations.
- Maintained and updated policies and procedures, ensuring ongoing compliance with guidelines related to HIPAA, benefits administration, and general liability.
- Collaborated with healthcare professionals to develop comprehensive patient care plans, ensuring the highest quality of care.
- Facilitated effective communication among staff members, physicians, and patients, utilizing active listening and interpersonal skills.
- Consulted with healthcare professionals on business decisions, contributing to strategic planning and decision-making.
- Implemented a comprehensive onboarding process for new employees, enabling effective learning of tasks and job duties.
- Covered job duties for staff members who were unavailable or out of the office, ensuring continuous and uninterrupted operations.
Customer Service Manager
Wise Food Inc.
10.2016 - 07.2018
- Managed daily operations, overseeing the day-to-day activities of the call center, including customer satisfaction, quality assurance, workflow, and cost management.
- Worked swiftly to resolve customer issues escalated by customer service representatives, prioritizing customer satisfaction and loyalty.
- Implemented and monitored customer satisfaction goals, fostering an environment that enabled staff members to effectively meet objectives.
- Hired, trained, and mentored customer service representatives to ensure the achievement of quality assurance goals.
- Collaborated with upper management to provide a work environment and culture that promotes customer service, staff development, and overall achievement.
- Prepared work schedules, created job assignments, and handled payroll for the department, ensuring efficient and cost-effective operations.
- Developed the skills of customer service representatives in customer satisfaction, quality control, and customer retention.
- Took ownership of customer issues, following problems through to resolution, and actively listened to customer concerns, handling them quickly and escalating major issues when necessary.
- Supervised employees, regularly assessing performances to determine training needs and defining plans for decreasing process lags.
- Assumed ownership over team productivity, managing workflow to meet or exceed quality service goals.
- Collaborated with upper management to improve customer service processes and support structures company-wide.
- Opened and closed the location, monitored shift changes, and upheld successful operations strategies to maximize business success.
- Established team priorities, maintained schedules, and monitored performance, evaluating employee performance and providing constructive feedback to improve skills.
- Recruited, interviewed, and hired employees, implementing a mentoring program to promote positive feedback and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Provided monthly performance feedback to customer service representatives, addressing performance gaps and managing performance improvement.
Customer Service Manager
T-Mobile White Oaks Village
01.2014 - 09.2016
- Coordinated and delegated team tasks, actively monitored completion to drive efficiency, and personally contributed to 60% of total sales.
- Implemented 50% of daily training, job instructions, managed workflows, and standard operating procedures to ensure the completion of assigned tasks with outlined specifications.
- Handled daily calls per shift, addressing customer inquiries and concerns while ensuring effective handling of referrals to boost business.
- Developed team communications and information in collaboration with management, fostering a cohesive and well-informed team environment.
- Managed a team of 8 employees, setting sales goals for associates, consistently tracking progress against daily targets, and utilizing statistics to enhance productivity.
- Resolved customer complaints with a focus on prioritizing customer satisfaction and fostering loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
- Supervised employees, assessing performances to determine training needs and developing accurate plans for decreasing process lags.
Education
Bachelor of Science in Healthcare Administration -
ECPI University
Richmond, Virginia06.2018
Skills
- Interpersonal and management skills, adept at interacting with staff and physicians at all levels
- Ability to thrive in a fast-paced environment, maintaining a calm and professional demeanor
- Proficient communication skills, coupled with the ability to analyze and interpret data, plan, develop, and efficiently coordinate multiple projects
- Strong skills in communication, delegation, teamwork, creative problem-solving, adaptability, trustworthiness, and analytical decision-making
- Expertise in continuous improvement, records management, and electronic health records
- Proven capability in policy and procedure development, workflow management, and resource utilization
- Experience in new hire training, payroll administration, and strategic business planning
- Proficient in budget oversight, practice management, staff management, and schedule management
- Skilled in policy implementation, workflow planning, policy development, strategic consulting, and strategic planning
Timeline
Practice Manager
Advanced Wellness Centre
07.2018 - Current
Customer Service Manager
Wise Food Inc.
10.2016 - 07.2018
Customer Service Manager
T-Mobile White Oaks Village
01.2014 - 09.2016
Bachelor of Science in Healthcare Administration -
ECPI University
Similar Profiles
Amy Jo RobertsAmy Jo Roberts
Strategic Development Officer at Advanced WellnessStrategic Development Officer at Advanced Wellness
Adriana PernasAdriana Pernas
Medical Assistant at Advanced Wellness and Rehab CenterMedical Assistant at Advanced Wellness and Rehab Center
Tamara GuimondTamara Guimond
Mental Health Therapist at Sagkeeng Wellness Centre, Sagkeeng Health CentreMental Health Therapist at Sagkeeng Wellness Centre, Sagkeeng Health Centre
QUAN WALKERQUAN WALKER
Appointment / Transportation Scheduler/Nursing Unit Clerk at Bowling Green Health And Rehab CenterAppointment / Transportation Scheduler/Nursing Unit Clerk at Bowling Green Health And Rehab Center
Elizabeth Grace BollElizabeth Grace Boll
Fundraiser Volunteer at Tri Delta for St. Jude Children's HospitalFundraiser Volunteer at Tri Delta for St. Jude Children's Hospital