GINA M. Bishop, DPT
Clairton,PA
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager Medical & Clinical Operations
Optum Care Solutions - Post-acute care management
10.2019 - 05.2024
- Coached colleagues to consistently achieve high quality deliverables, surpassing the 90% target and securing 98% quality scores.
- Maintained maximum quality standards while surpassing team productivity targets at 107%
- Attained 99% same-day goal in producing Detailed Explanation of Non-Coverage letters.
- Streamlined Integrated Denial Notice letter production, reducing processing time from day 14 to day 2 from decision date.
- Led work instruction repository transition project, incorporating feedback and process improvement opportunities.
- Effectively improved colleague performance through effective delivery of comprehensive training programs tailored to individual learning styles.
- Prioritized and executed continuous process improvement opportunities to achieve productivity targets and KPIs.
- Developed best practices for consistency across all health plans, minimizing deliverable variations.
- Established strong relationships with health plan contacts to enhance satisfaction levels and foster long-term growth and partnership.
- Implemented process enhancements and technology upgrades to optimize workflow efficiency.
- Provided leadership during times of organizational change or crisis situations.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Enhanced team member performance through use of strategic and tactical approaches, motivational coaching and training.
- Conducted quality, timely performance feedback and performance appraisals.
- Created training modules and documentation to train staff.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
Documentation Review Specialist
Fox Rehabilitation - Geriatric house calls
01.2017 - 01.2019
- Facilitated learning and development in collaboration with the Director of Quality Assurance and Regulatory Affairs.
- Audited clinical documentation to ensure compliance with federal and state regulatory policies.
- Compiled and summarized complex issues, educating the regional team on key findings and outcomes.
- Delivered targeted education to clinicians to enhance documentation of clinical reasoning.
- Demonstrated ability to ensure consistency and compliance of quality processes and procedures.
- Provided ongoing development resources and tools to support the clinical team.
- Analyzed documents and utilized research to successfully appeal Medical denials at all levels.
- Served as a valuable resource for constructive criticism in maintaining a positive and clinically excellent atmosphere.
- Conducted billing audits to ensure ethical and regulatory compliance.
- Collaborated with Documentation Review Team to ensure operational and regulatory guidelines were executed.
- Leveraged specialized knowledge to act as subject matter expert within organization.
Director of Rehabilitation
TriState Rehabilitation - Home Healthcare
01.2015 - 01.2017
- Successfully launched and optimized a subcontracting home health therapy division.
- Developed policies, procedures, and process flows to optimize operations.
- Led onboarding and supervised clinical and administrative teams.
- Conducted effective training sessions on EMR and client-specific workflow for end-users.
- Managed delivery needs of operating performance in conjunction with clients, addressing market analysis and strategic objectives.
- Understood client goals, expectations, and objectives essential for a positive patient experience while achieving desired outcomes and maintaining fiscal responsibility.
- Provided primary clinical and operations contact for home health agency partners.
- Managed operational processes and divisional initiatives to increase utilization and foster growth.
- Led regular clinical meetings to assess daily operational plans and key metrics.
- Fostered a collaborative and accountable internal culture focused on motivation and positivity.
- Collaborated with the Director of Business Development to analyze referral trends, caseload requirements, and identify strategic opportunities.
- Thrived in a fast-paced, multitasking setting while consistently meeting deadlines.
- Established and maintained strong client relationships.
- Ensured quality patient care through providing leadership to clinical staff.
- Ensured compliance with patient care and safety standards set by state and federal regulations.
Director of Rehabilitation
Marden Rehabilitation - Skilled nursing facility
01.2010 - 01.2015
- Oversaw clinical team, staff development, and regulatory compliance.
- Enhanced departmental productivity and executed efficient daily operations and staffing.
- Conducted clinical team meetings, reviewing key metrics and daily operational plans.
- Established and fostered connections with doctors, medical facilities, home health organizations, sub-acute centers, and relevant sources of referral.
- Led efforts to enhance operational process, program efficiency, and departmental initiatives for increased utilization and growth
- Directed clinical operations and managed growth of the clinical staff.
- Managed clinical utilization and outcomes for enhanced results.
- Engaged in facility, care plan, and interdisciplinary team meetings
- Maintained expertise in physical therapy and advised physicians and facility personnel.
Education
Doctor of Physical Therapy -
Chatham University
12-2006
Bachelor of Science -
Slippery Rock University
12-2001
Skills
- Problem Resolution
- Client/Provider Relations
- Staff Training & Leadership
- Regulatory Compliance
- Project Management
- Performance & Operations Management
- Team Leadership
- Cross-Functional Teamwork
- Staff Development
- Contract Management
- Strategic Planning
Certification
- Physical Therapist, PT018700, PA Bureau of Professional and Occupational Affairs
- Lean Six-Sigma White Belt, Optum, 2021-12-01
Timeline
Manager Medical & Clinical Operations
Optum Care Solutions - Post-acute care management
10.2019 - 05.2024
Documentation Review Specialist
Fox Rehabilitation - Geriatric house calls
01.2017 - 01.2019
Director of Rehabilitation
TriState Rehabilitation - Home Healthcare
01.2015 - 01.2017
Director of Rehabilitation
Marden Rehabilitation - Skilled nursing facility
01.2010 - 01.2015
Doctor of Physical Therapy -
Chatham University
Bachelor of Science -
Slippery Rock University
- Physical Therapist, PT018700, PA Bureau of Professional and Occupational Affairs
- Lean Six-Sigma White Belt, Optum, 2021-12-01
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