Hollie Padilla
Burbank,IL
Summary
Highly skilled and enthusiastic professional with over 20 years of experience managing operations in patient-centric medical offices. Successfully oversees human resources, budgeting, supply management, and patient services. Develops and leads productive and efficient office staff to contribute to high-volume medical practices by providing exceptional customer service. Proven Healthcare Administrator with a track record of delivering exemplary levels of healthcare service delivery to patients. Coordinates the admission and discharge of patients while planning and implementing strategies for developing improved healthcare management. Recognized for staff development leading to high-performing teams. Detail-oriented team player with strong organizational skills. Additionally, has a strong understanding of billing and collection procedures, credit risk assessments, and financial analysis. Skilled in optimizing practice revenue, improving cash collections, reducing cycle times, reducing costs, and improving operational practice efficiencies. With expertise in all office processes, strives to create an exceptional patient experience, efficient workflow, and a productive environment.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
Medical Assistant Professional Development Coordinator
Franciscan Health-Olympia Fields, IL
07.2023 - Current
- Assesses the educational needs of medical assistants within area of responsibility
- Collects data regarding medical assistant learning needs, at least annually, through the methods of observation, interviewing, focus groups
- Offers recommendations for the deployment of educational resources to enable achievement of organizational goals
- Plans, designs, implements, and evaluates a variety of educational activities based on the needs assessment and organizational initiatives included in the Ambulatory Annual Operating Plan
- Collaborates with key staff and leadership to develop a comprehensive annual education plan
- Develops educational offerings aligned with the medical center's strategic initiatives, policies, guidelines, and scope of practice
- Collaborates with Ambulatory Clinical Nurse Educator to ensure all regulatory compliance competency and educational requirements are met
- Designs and continually evaluates core MA competencies that cross the continuum of clinical skills within the MA scope of practice
- Designs and implements specialty clinic-based orientation experiences and competencies for MAs
- Partners with clinic leadership and physicians/advanced practice providers to develop and provide unique specialty educational offerings
- Participates in the design and implementation of a preceptor education program
- Designs and implements a professional development program for MAs
- Provides internal consultation
- Provides consultation to employees on individual education and development situations when requested by an employee or leader
- Routinely rounds in clinics with staff
- Participates on departmental and hospital committees
- Supports MA Advisory Council as a point of escalation and mentorship
- Acts as a liaison to accredited Medical Assistant programs
- Develops and coordinates clinical externship opportunities for MA students
- Defines and maintains consistent and effective processes for the initial and ongoing evaluation of faculty students, and preceptors used for students' clinical practice experiences
- Provides support and resources to clinic leadership and preceptors as needed to prepare them for accepting students for clinical externships
- Acts as main contact for faculty/instructors and internal leaders to discuss schedules, evaluations, and coordination of clinical externships.
Supervisor of Administrative Services, Medical Staff Administration
AMITA Health-Chicago, IL
10.2021 - 06.2023
- Leads, plans, organizes and is responsible for day-to-day operations of Medical Staff Services department so that all aspects of Organized Medical Staff are supported, including credentialing activities, professional relations, meeting management, and peer review activities
- Additionally, compliance is maintained, with accrediting and regulatory agencies as related to Medical Staff, including (but not limited to) Joint Commission, DNV, HFAP, CMS, OSHA, and State and Federal Law and other standards and regulations
- Accountabilities: Implements, coordinates, monitors, and maintains effective credentialing processes for the process of appointment, reappointment and credentialing for the designated medical staff organizations
- Ensures these are executed by according to policy, to ensure compliance with bylaws, policies, and rules and regulations of the medical staff and accreditation and legal requirements
- Serves as resource person on credentialing/privileging, bylaws, policies governing medical practice, and other related matters to the medical staff
- Assists in the development and implementation of medical staff policies and procedures as needed and updates as appropriate relating to credentialing
- Provides support regarding issues involving Medical Staff Professionalism including wellness, corrective action and fair hearing processes
- Provides accurate and timely reports to the medical staff, governing council and system governing board regarding all aspects of the credentialing and privileging process including any related reports
- Develops and implements departmental workflows, policies and procedures, standards of practice, manuals, forms, etc., as needed and updates as appropriate
- Manages operations of the Medical Staff Services Department and provides oversight and direction to staff
- This includes appropriate staffing, and the hiring of staff as needed
- Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale
- Recommends hiring, compensation changes, promotions, corrective action decisions, and terminations
- Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business
- Assists in the preparation and maintenance of department report
- Prepares the Credentials Committee agenda and is responsible for presenting credentials files to department chairs for review and approval
- Assures that all legal, State and Federal agency, State licensing boards and hospital accreditation guidelines/regulations are followed
- Provides for maintenance of a confidential computer database on all Medical Staff members reflecting current status, licensure, board certification and professional liability insurance and other information relative to credentialing
- Maintains and distributes current medical staff rosters and makes available to hospital departments and others as appropriate
- Assists with the Hospital Quality and Peer Review process assuring compliance with the Medical Staff Bylaws and Rules and Regulations
- Maintains the financial records and systems concerning dues and expenditures for the Medical Staff, including Medical Staff checking account, writing checks, and reconciling the bank statements
- Prepares monthly and annual statements of the financial position for the Medical Executive Committee
- Preparation of agendas and related materials for meetings of the General Medical Staff, Departments and Committees
- Attends meetings, takes, transcribes, and distributes minutes and required
- Manages maintenance of official minute books of departments and committees
- Works with the Quality Department to establish and maintain an effective OPPE/FPPE process that meets the needs of the Medical Staff and is compliant with regulatory and accreditation agencies
- Responsible for key provider onboarding processes including the identification and resolution of internal and external barriers
- Works proactively with various leaders and staff to resolve physician/provider concerns.
Operations Coordinator/Certified Medical Assistant
Northwestern Medicine-Chicago, IL
12.2020 - 08.2021
- Performed a variety of important tasks to promote optimal health for patients, including Assisting providers with important clinical duties, such as physical examinations
- Measure patient's vital signs
- Administer medication
- Collect specimens for testing
- Blood Draws
- Injections
- EKG
- Pulmonary function Testing.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
- Working with team leaders, managers and department heads to learn departmental needs and goals
- Ensuring that all activities conform to local, federal, industry and company standards
- Observing, reviewing and analyzing processes to identify inefficiencies and areas where improvements could be made
- Participate in performance coaching/mentoring and provides regular feedback to the team.
- Identifies and communicates key issues and trends to manager.
- Participates in hiring and termination discussions.
- Assists with department orientation and training of new staff.
- Supervise staff performing specialized procedures to assist physicians with clinical diagnostic and treatment efforts.
- Coordinates and manages staffs schedule, daily assignments, and PTO requests, ensuring adequate coverage
- Ensure maintenance and proper working order of equipment; maintain inventory and reorder as required.
- Works closely with other clinic leadership to improve efficiency & patient experience.
- Participate in formal/informal operations management meetings/discussions.
- Ensure accuracy of all data collection and data entry by site staff through training and compliance monitoring and facilitate and oversee flow of information.
- Adheres to Patients First management standards on leadership, communication, visibility.
- Encourage teamwork through positive leadership and communication.
- Other duties as assigned by Manager.
- Managed approximately 30 incoming calls, emails and faxes per day from customers.'
Practice Manager
Advocate Children's Hospital-Oak Lawn, IL
12.2018 - 01.2020
- Coordinate multiple office functions that focus on computerized scheduling, electronic billing, reimbursement, collections, accounts payable/receivable, patient records, data management, and payment plans with a demonstrated knowledge of insurance carriers, medical terminology, and CPT/ ICD-9 codes
- Trained front desk on importance of appropriate patient registration, collections at TOS, and knowledge of insurance verification
- Responsible for managing the Human Resources functions: Oversee staff recruitment, training, supervision, and appraisals, develop job descriptions, advertise open position announcements, and address employee issues with confidentiality
- Serve as primary point of contact for, and liaison between patients, administrative staff, technician, and physicians to facilitate proper line of communication and expedient problem resolutions
- Implement Continues Quality Improvement guidelines to measure the performance of business operations, prepare monthly financial reports, and manage credentialing verification procedures
- Coordinated the purchase of office supplies and maintenance of office supply inventory
- Approved invoice from outside vendors and submitted check requests for payment
- Handled administrative tasks like scheduling, payroll, licensure, and ensure proper maintenance of medical certifications, credentialing, insurance agreements, and State of Illinois Credentialing packet
- Served as IT making sure computers, fax, copy machine, and credit card machine are working properly
- Managed 6 personnel, including medical receptionists, technician, and medical billing clerk
- Directly supervised all office staff in regard to time and attendance, training, maintenance of schedules for all staff ensuring adequate coverage, and all billing activities
- Monitored physician schedules on daily basis to ensure optimum scheduling
- This includes monitoring physician's requests for time off to ensure proper physician coverage
- Assist with the development of annual practice strategic business plan to ensure practice development and additional revenue opportunities
- Filled in as needed to cover the tasks ordinarily performed by administrative support staff, working the front desk to schedule and verify appointments, checking in and out, answering phones, taking messages
- Review all patient complaints and made sure to attend to them in a timely manner
- Responsible for renewal of CME's, hospital privileges, DEA certificates, controlled substance, licenses, insurance credentialing contracts (liaison between the PHO) and professional memberships for everyone
- Updated each provider CAQH database file timely and accordingly
- Credential new providers and re-credential current providers with hospitals that providers held privileges to
- Maintain accurate provider profiles on CAQH, PECOS, NPPES and CMS database
- Responsible for credentialing applications to add providers to commercial payers, Medicare & Medicaid.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
Administrative Supervisor
Advocate Medical Group-Oak Lawn, IL
10.2017 - 12.2018
- Recovered 40% of Accounts Receivable aging over 6 months from insurance companies after the termination of the previous billing company
- Increased time of service collection by 50% and increased their payments on accounts at TOS by 35%
- Maintained accurate patient registration data to assure prompt/correct billing and collection and verified insurance benefits for optimal reimbursement
- Monitored lock-box deposits, posted receivables, and worked monthly A/R
- Trained the front desk with proper procedures on TOS and POA collection, patient registration, cash management, and customer service
- Implemented check-in/check-out to facilitate patient flow and a better working area
- Ensured that the front desk had knowledge of all participating managed care contracts and made them aware of in and out of network policies and procedures
- In charge of transitioning accounts to a different medical software and proper credentialing of physicians
- Entered daily inpatient and outpatient charges for 3 physicians
- Responsible for the submission of electronic and paper claims and monthly patient statements.
- Trained new employees on company policies, procedures, software applications.
- Handled sensitive information with discretion by maintaining confidentiality in accordance with company guidelines.
Operations Coordinator/Medical Assistant
Advocate Children's Hospital
09.2016 - 10.2017
- Oversee and direct day-to-day office operations within budget guidelines
- Manage providers schedules with templates and optimize patient care hours to enhance productivity
- Schedule staff and allocate resources across hours of operation to maximize patient access and satisfaction, provider productivity and efficiency, and staff productivity
- Conduct timely and accurate cash management duties, including overseeing the collection of co-pays and patient balances, in-house cash balances, and bank deposits
- Ensure that service excellence is delivered and perform service recovery whenever necessary
- Manage office and medical surgical supplies within budget
- Ensure accuracy of all data collection and data entry by site staff through training and compliance monitoring and facilitate and oversee flow of information to and from central administrative offices
- Attend and actively participate in manager/supervisor meetings
- Ensure that patient dignity and confidentiality are maintained at all times.
- Led successful projects from conception to completion, achieving objectives on time and within budget constraints.
- Boosted productivity by establishing effective communication channels between departments.
- Maximized resource utilization by monitoring staff schedules and allocating tasks.
- Provided direction and guidance to internal teams in order to achieve targets.
- Enhanced customer satisfaction by resolving issues in a timely manner and providing exceptional support.
- Worked with vendors to make purchases and reconcile invoices.
- Negotiated contracts with vendors, securing competitive pricing for goods and services.
- Assisted in recruiting, hiring and training of team members.
- Managed approximately 100 incoming calls, emails and faxes per day from customers.'
Lead Medical Assistant
Advocate Children's Hospital-Oak Lawn, IL
12.2015 - 09.2016
- Patient Safety Ambassador, completed monthly safety reports, attends quarterly Patient Safety Ambassador meetings, made sure office was in compliance with Safety standards, Department Super User for Clinic and electronic medical records system, rooming patients, medical records management, Asthma action plans, patients Vitals, Injections, Patient Education, Patient Scheduling, Prior Authorizations, Chart Prepping, Cleaning Exam Rooms, Stocking Exam Rooms, Prescription Refills, Scanning, Cross trained in General pediatrics and Pediatric Endocrinology, CPR Certified, HIPAA & JCAHO knowledge, AAMA Certified member, Proficient in Epic. Roomed 40 to 60 patients daily.
Assistant Practice Manager
Rush University Medical Center-Chicago, IL
12.2012 - 12.2015
- Trained staff on IDX/Scheduling and Billing, Accounts Receivable, and CPT/ICD9 coding
- Implemented check-in/check-out to facilitate patient flow and a better working area
- Maintained accurate patient registration data to assure prompt/correct billing and collection and verified insurance benefits for optimal reimbursement
- In charge of payroll, overtime, paid time off, sick leave and coverage of staff
- Responsible for timely outpatient and in-patient charge entry
- Increased time of service collections by 80% and payments on account by 70%
- Responsible for the ordering of supplies
- Created monthly staff and physician schedules to maximize productivity
- Monitored charge capture, cash collections, deposits and physician productivity
- Prepared month-end variance reports
- Analyzed and prepared monthly account reconciliation for two practices.
Lead Medical Assistant Hematology/Oncology
Rush University Hospital-Chicago, IL
01.2010 - 12.2012
- Vitals, Blood draws, Injections, POC testing, Prior Authorizations/Insurance Verification, Lead Medical Assistant for Bone Marrow Transplant
- Served as a key member for a Healthcare team for a large Hematology/ Oncology Department
- Assisted multiple doctors as well as PA, RN and NP teams in Ensuring optimal Patient Care and Smooth Daily functioning
- Key Results: Consistently praised for efficiently handling of administrative duties including answering phones, scheduling appointments, maintaining medical records, patient processing, and billing when working in the East Bank and Comprehensive Clinic
- Demonstrated proficiency in taking patient medical histories and vital signs, as well as in performing venipunctures, injections and various diagnostic procedures and POC Testing including, EKG's, and Urinalysis testing
- Chemistry Analysis, and Hematology
- Roomed 80 to 100 patients daily
- Ensured the cleanliness, Sanitation, and maintenance of all exam rooms and equipment
- Helped implement the practices quality assurance and control program
- Efforts ensured compliance with HIPAA, CLIA and OSHA Regulations, improved patient care and satisfaction
- Reacted calmly and effectively in Emergency Situations, and add the personal, caring touch that immediately puts patients at Ease
- Worked in many different parts of the clinic including the front desk, Triage, East bank, West Bank, Comprehensive Clinic, Infusion, and Back Triage
- Received training in outpatient Bone Marrow Biopsy's
- A team player and always ready to assist in multiple clinics if needed
Education
MBA - Healthcare Administration
Indiana Tech University
Fort Wayne, IN01.2023
MSM - Healthcare Management
Indiana Tech University
Fort Wayne, IN09.2021
Bachelor of Business Administration - Healthcare Administration
Indiana Tech University
Fort Wayne, IN11.2017
Diploma - Medical Assisting
Everest College
Burr Ridge, IL01.2010
Skills
- Office management
- Project management
- Recruiting
- Cash management
- Strategic planning
- Laboratory Experience
- Budgeting
- CPT coding
- Operations management
- Healthcare management
- Medicare
- Phlebotomy
- Quality Assurance
- Supervising Experience
- HIPAA Compliance
- Patient Scheduling
- Customer Service
- Schedule Management
- Staff Management
- Practice Management
- Workflow Management
- Policy Implementation
- Records Management
- Policy and procedure development
- Employee performance
- Strategic Planning
- Payroll Administration
- New Hire Training
- Staff Development
- Budget Oversight
- Supplies Ordering
- Workflow Planning
- Regulatory Compliance
- Referral management
- Continuous Improvement
- Policy Development
- Performance Metrics
- Budgeting expertise
- Process Improvement
- Training and mentoring
- Patient Relations
- Staff Scheduling
- Employee Work Scheduling
- Employee Recruitment and Hiring
- Employee Performance Evaluations
- Performance monitoring
- Clinical Staff Management
- Quality Control
- Patient Safety
- Certified in CPR/AED
- Profitability Strategies
- Healthcare compliance
- Operations Management
- Lean Healthcare
- Managed Care
- Organizational Development
- Healthcare Law
- Staff Training and Development
- Quality Improvement
- Facility Management
- Healthcare Policy
- Credentialing and Privileging
- Population Health Care Coordination
Accomplishments
- Collaborated with healthcare professionals and family members to ensure effective care coordination, resulting in a 90% compliance rate with recommended treatment plans.
- Managed and administered medications to multiple patients while maintaining a 100% accuracy rate, ensuring their safety and well-being
- Collaborated with a multidisciplinary team to create and execute individualized care plans for patients, resulting in a 25% decrease in hospital readmissions.
- Increased MyChart activation 21% over a six-month period, with all 20 departments in Epic improving, 55% of departments above goal and another 40% approaching goal.
- Serving approximately 9k calls per month, decreased average call abandonment rate by 45% from January to December 2019 through operational changes, ending the year at 6.56%, below the 7.50% goal.
- Stabilized leadership team and lead associates through change management after repeated turnover in manager and supervisor positions, which were vacant for approximately one year.
Certification
- Paralegal Certificate
- Certified Medical Assistant
- CPR Certification
- BLS Certification
Timeline
Medical Assistant Professional Development Coordinator
Franciscan Health-Olympia Fields, IL
07.2023 - Current
Supervisor of Administrative Services, Medical Staff Administration
AMITA Health-Chicago, IL
10.2021 - 06.2023
Operations Coordinator/Certified Medical Assistant
Northwestern Medicine-Chicago, IL
12.2020 - 08.2021
Practice Manager
Advocate Children's Hospital-Oak Lawn, IL
12.2018 - 01.2020
Administrative Supervisor
Advocate Medical Group-Oak Lawn, IL
10.2017 - 12.2018
Operations Coordinator/Medical Assistant
Advocate Children's Hospital
09.2016 - 10.2017
Lead Medical Assistant
Advocate Children's Hospital-Oak Lawn, IL
12.2015 - 09.2016
Assistant Practice Manager
Rush University Medical Center-Chicago, IL
12.2012 - 12.2015
Lead Medical Assistant Hematology/Oncology
Rush University Hospital-Chicago, IL
01.2010 - 12.2012
MBA - Healthcare Administration
Indiana Tech University
MSM - Healthcare Management
Indiana Tech University
Bachelor of Business Administration - Healthcare Administration
Indiana Tech University
Diploma - Medical Assisting
Everest College
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