Gladys Simpson

• Directed, planned, managed comprehensive business affairs of the department, including joint profit and loss accountability, managed and analyzed departmental budgets.
• Recruited, hired, mentored and trained five staff on business procedures, policies, duties and customer care methods.
• Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills.
• Provided direct oversight of Business Office, including management of all financial, strategic and operational aspects.
• Trained and guided team members to maintain high productivity and performance metrics.
• Identified areas for operational improvements and set achievable performance goals based on practices.
• Responsible for Capital budget preparation, including cost benefit analysis for investments.
• Reviewed service line management costs, charge and volume data daily.
• Reviewed company's strategic plans and developed departmental goals and standards to support vision.
• Managed daily operations of administrative team and business office, orchestrating forward-thinking strategies to accomplish iCare values and expansion goals.

Major Benchmarks

Drove a 20% reduction in office expenses through implementing inventory controls and sourcing special deals with vendors.

Spearheaded monthly in service staff meetings, to educate teams and reinforce communication goals.

Demonstrated exceptional operational management skills.

• Marketed hospital to prospective customers and community by identifying and attending relevant local and regional events.
• Tracked metrics to develop sound revenue cycle analysis and reporting.
• Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
• Managed HR-related responsibilities in compliance with state and federal law
• Directed day-to-day administrative and operational functions for four locations, providing guidance and leadership to over forty-five employees across more than five departments
• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
• Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation to board of directors.
• Organized and facilitated four department head meetings weekly, discussing current census, admissions and new consults.
• Communicated with doctors, nurses, patients and other employees to identify and resolve healthcare needs.

Delivered Results

Turned around culture, built a high performing team by fostering an atmosphere of trust through strategic engagement and compliance tracking of all staff.

Implemented strategies that reduced total overhead costs by 30%, enabling the practice to adopt a flexible business model.

Played an instrumental role in promoting communication between front and back end offices, serving as the liaison between clinical and non-clinical staff.

• Completed bi-weekly payroll for over eighty employees using Kronos software
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Managed ten employees ( administrative assistants) with continuous coaching and mentoring.
• Hired, managed, developed, trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
• Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
• Exceeded goals through effective task prioritization and great work ethic.
• Managed over fifty plus calls per day to address customer inquiries and concerns.
• Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using Lawson software
• Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel

• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
• Delivered performance reviews, recommending additional training or advancements
• Directed Office Assistants and Receptionists across four departments
• Recruited, hired, trained and supervised staff of eight and implemented mentoring program that offered positive employee engagement
• Managed costs and billing and resolved financial discrepancies effectively through organizational management of account information using Infinity software