Gisel M. Soto
Lynn,MA
Summary
Dynamic Practice Manager with a proven track record in the healthcare industry, enhancing patient relationship management and streamlining processes for efficiency. Skilled in team development and conflict resolution, I've significantly improved operational effectiveness. Expert in implementing change, ensuring outstanding customer service, and fostering a culture of continuous improvement.
Overview
20
20
years of professional experience
Work History
Practice Manager
Cambridge Health Alliance Center
Everett, MA
12.2016 - 11.2024
- Enhanced management of reception duties, medical records and referral coordination.
- Directed onboarding processes, ensuring efficient orientation for front-line staff.
- Executed management duties, ensuring accurate payroll entries for all Primary Care employees.
- Facilitated seamless site operations through effective departmental collaboration.
- Established and managed yearly and capital spending plans.
- Oversaw performance management processes, staff transitions, and employee discipline measures.
Practice Manager
Boston Medical Center
Boston, MA
05.2014 - 11.2016
- Coordinated work scheduling, delegation, and training needs effectively.
- Detected inefficiencies in systems through process evaluation.
- Emphasized patient satisfaction while overseeing provider scheduling processes.
- Delivered outstanding customer support by fostering positive experiences in all communications with clients and teams.
- Recruited, oriented, trained and handled the performance management of all administrative staff
- Provided coaching and mentoring to team members on an ongoing basis to improve operational effectiveness and quality
- Proactively planned, implemented and monitored operational and administrative budget systems to ensure the department's performance goals and target were met
- Managed all payroll entry and approval
Practice Administrator
Beth Israel Deaconess Medical Center
Boston, MA
05.2012 - 06.2014
- QA of the Neurology department's operations to ensure compliance with TJC standards
- Organized and oversaw work schedules and assignment of work to meet patient volume of over 25,000 patients that were serviced on an annual basis
- Developed and implemented procedures to ensure efficient processing of work, which included: Time of service, referral management, pre-registration and visit ticket entry
- Planned assigned and evaluated the work of support staff, including daily assignments of Front Desk staff and technicians with emphasis on sensitivity to patients
- Made recommendations concerning hiring, corrective action and human resources matters
- Worked closely with PM to develop office orientation, procedures and protocols
- Assisted with monitoring, and management of department budgets
Clinical Supervisor II
Harvard Vanguard Medical Associates
Somerville, MA
07.2011 - 09.2012
- Provided assistance to Front Desk by handling customer service, registration processes, and quality assurance.
- Recruited, trained and handled the performance management of staff
- Assisted with monitoring, and management of department budget
- Collaborated with office of conduct to enhance adherence to patient confidentiality protocols.
Clinical Practice Coordinator
Beth Israel
Boston, MA
07.2008 - 07.2011
- Coordinated patient scheduling, referrals, consultations, and diagnostic testing as needed.
- Admitted patients to services and completed thorough clinical documentation.
- Coordinated patient scheduling to optimize clinical workflow and improve patient care.
- Monitored proper clinical area appearance, sterilization and restocking by creating daily, weekly and monthly assistant tasks lists.
- Coordinated with research teams to integrate clinical research findings into patient care practices.
Hospital Admissions Coordinator
Harvard Vanguard Medical Associates
Boston, MA
07.2004 - 06.2008
- Enhanced customer service through efficient referral management, registration process, and call handling.
- Managed recruitment, training, and performance monitoring of staff.
- Supported oversight of departmental financial activities.
- Collaborated with the Office of Conduct to strengthen policies on patient confidentiality.
Education
Associates Degree - Hospitality Management
Newbury College
Brookline, MACertificate of Completion - Hospital Billing and Coding for ICD-9
Lincoln Tech
Somerville, MASkills
- Patient Relationship Management
- Change Management
- Team Development/Motivation
- Conflict Resolution
- Process Improvement
- Service Recovery
- Stand Operating Procedures
- Outstanding Customer Service
Accomplishments
- Recognized by the Primary Care Senior Leadership for the outstanding management of provider schedule utilization with an increase in patient volume
- Reduced call abandonment rate from 15% to 6%
Timeline
Practice Manager
Cambridge Health Alliance Center
12.2016 - 11.2024
Practice Manager
Boston Medical Center
05.2014 - 11.2016
Practice Administrator
Beth Israel Deaconess Medical Center
05.2012 - 06.2014
Clinical Supervisor II
Harvard Vanguard Medical Associates
07.2011 - 09.2012
Clinical Practice Coordinator
Beth Israel
07.2008 - 07.2011
Hospital Admissions Coordinator
Harvard Vanguard Medical Associates
07.2004 - 06.2008
Associates Degree - Hospitality Management
Newbury College
Certificate of Completion - Hospital Billing and Coding for ICD-9
Lincoln Tech
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