Ikeyshana Willis
Suwanee,GA
Summary
Impactful Regional Operations Manager with an optimistic attitude toward striving to be the best in terms of performance and customer satisfaction. Proficient at carrying out regular operational reviews and leading regional management teams. Knowledge of budgeting, healthcare operations, performance management. Collaborative leader with dedication to partnering with colleagues to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings, and continuous improvement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Regional Operations Manager
Honor
09.2022 - Current
- Strategically and analytically provide Executive Leadership and operational oversight to a U.S Market-specific region: Central (Texas, Arizona, New Mexico, St Louis, and Omaha) of a 250+ person support team of Market Associates, Regional Associates, and Regional Shift Leaders
- Coach and develop the team to grow within their roles, excel operationally, and collaboratively participating in team trainings (skills labs, shadowing, new hire nesting)
- Optimized planning for market growth and key stakeholder(s) annual recurring revenue (range of $6-30 million); forecasting new partner implementations
- Work with operational partners to achieve optimal outcomes to serve the Central region through market financial analysis, profitability and losses, risk assessments, invoices audits, competing partner agencies, care collaboration, and establishment of key concepts of care expectations
- Streamlined regional operations by implementing efficient processes and procedures.
- Analyze weekly reports outlining key performance indicators of market associate assigned productivity, timeliness, and protocol adherence
- Enhanced customer satisfaction through effective communication and problem-solving strategies.
- Manage 50+ partner/stakeholder relationships including communications, updates, and any urgent or extensive client coordination of care
Manager of Center Operations
By Your Side Autism Therapy Services
03.2022 - 09.2022
- Provided executive leadership to a team of 65 Registered Behavior Therapists, 15 Board Certified Behavior Analysts, 2 Managers of Scheduling, 4 Clinical Supervisors, and 2 Office Coordinators
- Implemented key operational processes for the administrative and clinical personnel
- Provided exceptional customer service by building strong relationships with all new and current clients and prospective families of children with Autism
- Served as liaison and advocate of communication best practices for parents needs and clinical requirements for coordination of care
- Directly oversaw and managed all intakes through auditing documentation, following up appropriately, and completing parents tours and consultations as scheduled
- Analyzed center client onboarding/intake and ABA market trends
- Managed operational center purchasing orders/financial budgets each month
- Successfully managed weekly, quarterly, and yearly metrics for, KPIs, cancellation rates, staff/client utilization percentages, billable hours, and all file compliance
- Moderated collaborative weekly reporting meetings with ABA, Speech Therapy, Occupational Therapy Leadership, as an open forum to discuss procedures and applicable process improvements
- Collaborated with cross-functional teams to drive continuous improvement efforts throughout the organization.
Patient Care Manager
Nox Health
08.2021 - 02.2022
- Manage patient caseload to ensure accuracy and correct engagement with of patient treatment plan
- Assess and counsel patients who experience technical, medical and/or psychological barriers that impact their treatment and usage of health device
- Actively engage in team troubleshooting of issues that affect patient care and process changes
- Assisted in the professional development and training of new team members
- Participated in interdisciplinary meetings to discuss treatment plans and progress towards goals set forth by the healthcare team
- Identified potential barriers that could impede successful recovery of clients and developed strategies for overcoming them
- Maintained awareness of advances in medicine, computerized diagnostic and treatment equipment, data processing technology, government regulations, health insurance changes, and financing options.
Operations Manager
Fusion Autism Center
09.2019 - 01.2022
- Provided leadership to a team of 12 Registered Behavior Therapists and 2 Board Certified Behavioral Analysts
- Ensured staff training on HIPAA and maintained adherence to all policies
- Composed all staff and client master therapy schedules
- Administered the process of interviewing, hiring, and onboarding new employees, new clients, authorization management, and facility management, with an eye toward clinic financial sustainability
- Audit the implementation of ABA clinical treatment programs and staff board compliance
- Expertise managing client insurance authorizations and RBT/BCBA provider credentialing
- Organized financial record keeping of my corporate credit card account expenses
- Effectively managed the office financial budget guidelines to include: clerical and auxiliary supply purchases, equipment upgrades, and administrative labor costs
- Achieving revenue goals by effectively managing patient scheduling/billable clinical hours, staff productivity/attendance, collections and receivables, and miscellaneous operations expenses
- Established operational policies, procedures, standards, and objectives in alignment with organizational goals
- Analyzed data from financial reports to identify areas of improvement in business operations
Medical Assistant
Northside Hospital
01.2018 - 09.2019
- Expertise in proper and efficient EMR documentation and HIPAA compliance
- Adequately prepared patients for examination though initial triage (vital signs, recording chief complaint; documentation pain scores, medications, and other ailments)
- Consistently practiced proper safety techniques in accordance with hospital and departmental policies and procedures
- Supervised scheduled surgical and other procedures for in office and off-site surgical facilities and obtained patient information applicable for proper scheduling of examination and procedures
- Determined staff availability and schedules for surgical and pre-assessment appointments and adequately answered routine questions concerning the nature or length of procedures and informed consent paperwork
- Informed patients of scheduling or confirmation of pre-assessment/pre-operation appointment and provided patients with information and instructions as appropriate to procedure or appointment
- Reviewed surgery or in-office schedules to identify accounts/cases requiring insurance pre-certification and communicated and followed up with physician offices, hospital departments and insurance companies to determine whether pre-certification has been initiated, and proceed collaborate with appropriate hospital or office staff as required to obtain pre-certification
- Maintained a clean, functional medical standard working environment including cleaning and disinfection of all equipment, exam rooms and storage areas through proper sterilization procedures
- Organized and ordered supplies for in use patient care areas, monitored inventory quantities and maintained record keeping, including medication/injectables, immunizations, equipment, and recalls.
Medical Assistant
Banner Arizona Medical Center
11.2013 - 01.2017
- Oversaw training, employee development, and new-hire skill assessments
- Adequately prepared patients for examination though initial triage (vital signs, recording chief complaint; documentation pain scores, medications, and other ailments)
- Coordinated and managed complete spectrum of patient care including pre-certifications, referrals, authorizations, prescriptions, and scheduling of patients for surgery, signing informed consents prior to in-office procedures/hospital admission, and other ancillary medical treatments and tests
- Proficiently provided clerical support with patient/client notifications and documentation to include but not limited to complete medical records including labs, authorizations, X-Rays, hospital records, progress notes and any previous care pertaining to each patient visit
- Expertise in proper and efficient EMR documentation and HIPAA compliance
- Organized and ordered supplies for in use patient care areas and monitored inventory quantities and maintained record keeping, including medication/injectables, immunizations, equipment, and recalls.
Practice Referral Coordinator/Medical Assistant
Palm Tree Pediatrics
11.2012 - 11.2013
- Supervised and trained newly hired Medical Assistants on office protocols and operational processes, and completed all Provider's external referral requests as the Practice Referral Coordinator
- Proficiently obtained patient insurance verifications (Eligibility, Copayments, Deductibles/Co-insurance amounts)
- Ordered all pediatric supplies and instruments
- Implemented patient entrance and exit procedures promptly, to reduce wait-times and ensure efficient office flow
- Expertise in proper and efficient EMR documentation and HIPAA compliance
- Adequately prepared pediatric patients for examination though initial triage (vital signs, recording chief complaint; documentation pain scores, medications, and other ailments)
- Coordinated and managed complete spectrum of pediatric patient care including pre-certifications, referrals, authorizations, prescriptions, and scheduling of patients for surgery, signing informed consents prior to in-office procedures/hospital admission, and other ancillary medical treatments and tests
- Administered immunizations/injections to patient's ages: newborn to 12 years old
- Completed Laboratory requisition forms daily for specimen retrievals
- Conducted pediatric In-office tests (Nebulizer Treatments, Rapid Strep, Urinalysis, Visual Acuity)
- Assisted Physician with in-office surgeries: (Newborn Circumcisions).
Medical Assistant
McDowell Mountain Gynecology
08.2011 - 11.2012
- Proficiently provided clerical support with patient/client notifications and documentation to include but not limited to complete medical records including labs, authorizations, X-Rays, hospital records, progress notes and any previous care pertaining to each patient visit
- Expertise in proper and efficient EMR documentation and HIPAA compliance
- Adequately prepared patients for examination though initial triage (vital signs, recording chief complaint; documentation pain scores, medications, and other ailments)
- Coordinated and managed complete spectrum of patient care including pre-certifications, referrals, authorizations, prescriptions, and scheduling of patients for gynecological surgery, signing informed consents prior to in-office procedures/hospital admission, and other ancillary medical treatments and tests
- Maintained a clean, functional medical standard working environment including cleaning and disinfection of all equipment, exam rooms and storage areas through proper sterilization procedures
- Supported the implementation of practice new electronic medical records system through merging paper medical records through medical document scanning software.
Education
MBA - Master of Business Administration
American InterContinental University
Atlanta, GABachelor of Arts - Healthcare Administration
American InterContinental University
Atlanta, GASkills
- Operations Management & Organizational Leadership
- Customer Relationship Management
- Project Management
- Professional Development/Training
- Continuous Improvement
- Revenue Generation
- Payroll Administration and Timekeeping
- P&L Management
- Customer Retention
- Strategic Planning
- KPI Tracking
- Analytical Thinking and Exceptional Communication
Certification
- Project Management in Foundations of Project Management: Initiation, Planning, & Execution, Agile Project Management
- Occupational Health and Safety 30 in Occupational Safety and Health Practitioner
- CPR/BLS
Timeline
Regional Operations Manager
Honor
09.2022 - Current
Manager of Center Operations
By Your Side Autism Therapy Services
03.2022 - 09.2022
Patient Care Manager
Nox Health
08.2021 - 02.2022
Operations Manager
Fusion Autism Center
09.2019 - 01.2022
Medical Assistant
Northside Hospital
01.2018 - 09.2019
Medical Assistant
Banner Arizona Medical Center
11.2013 - 01.2017
Practice Referral Coordinator/Medical Assistant
Palm Tree Pediatrics
11.2012 - 11.2013
Medical Assistant
McDowell Mountain Gynecology
08.2011 - 11.2012
MBA - Master of Business Administration
American InterContinental University
Bachelor of Arts - Healthcare Administration
American InterContinental University
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