Dedicated healthcare professional specializing in clinical performance analysis and quality enhancement. Demonstrated success in improving patient care through data-driven strategies, stakeholder education, and compliance initiatives. Strong communicator with a track record of fostering team collaboration to achieve organizational goals.
Overview
19
19
years of professional experience
Work History
Clinical Practice Performance Analyst
UnitedHealthcare
Columbus, GA
01.2022 - Current
Enhanced provider Star-rating performance by advancing HEDIS gap-closure initiatives, improving coding accuracy, and providing targeted education and performance reporting aligned with CMS four- and five-star thresholds.
Managed performance relationships for 20 provider groups, evaluating healthcare quality and clinical processes, and conducting medical record reviews to enhance patient satisfaction and outcomes.
Analyze healthcare delivery systems, workflows, and service performance to identify improvements that strengthen patient care and safety while building effective clinical relationships.
Collaborated with physician practices, members, pharmacies, Quality Field Organization, Health Care Economics, and Analytics teams to strengthen health outcomes and provider performance while reducing medical costs. Educated healthcare staff on quality-improvement methods and compliance standards, and prepared performance reports for stakeholders.
Practice Performance Specialist/Quality Field Operations
UnitedHealthcare
Atlanta, GA
01.2021 - 01.2022
Led program implementation and enhanced provider HEDIS performance through medication-adherence outreach and education to support compliance, STAR gap closure, and coding accuracy.
Established relationships with healthcare providers, promoted effective education and reporting, identified performance improvement opportunities through analysis and discussions with subject matter experts, and influenced provider behavior to achieve targeted outcomes.
Collaborated with UHC Health Plan leadership in Georgia to drive program success.
Telephonic Lead Triage Medical Assistant
Laureate Medical Group at Northside Hospital
Sandy Springs, GA
01.2011 - 01.2019
Applied established triage protocols to provide home-care guidance, coordinate follow-up and specialty care, and escalate urgent cases to the emergency department; served as the department's subject matter expert.
Prioritized and triaged high-volume calls in fast-paced medical practice to ensure timely patient care.
Provided backup triage support for neurology department, maintaining continuity of care and reducing reliance on temporary staffing.
Initiated cross-training in data-processing functions, streamlining medication refill workflows and enhancing team versatility.
Front Office Medical Administrator
Laureate Medical Group at Northside Hospital
Sandy Springs, GA
01.2008 - 01.2011
Supervised front-office staff and led recruitment, hiring, training to build a skilled and effective team.
Trained staff on Allscripts electronic health record system to enhance user proficiency and support patient care.
Coordinated communication between clinic personnel and system support specialist to resolve technical issues efficiently.
Produced daily revenue reports and prepared weekly organizational financial statements.
Education
Master of Public Administration, With Honors - Public Administration
University of Phoenix
Phoenix, AZ
01-2023
Bachelor of Science - Healthcare Administration
University of Phoenix
Phoenix, AZ
01-2021
Skills
HEDIS strategies
Quality compliance
Risk adjustment
Medicare
CAHPS and HOS
Clinical documentation
Quality assessment
Process improvement
Electronic records
Data visualization
Leadership operations
Strategic planning
Policy development
Team development
Cross-functional teamwork
Provider collaboration
Experience management
Patient communication
Personal Information
Title: HEALTH SERVICES ADMINISTRATIVE PROFESSIONAL
Honors & Professional Affiliations
Patient Experience Subject Matter Expert 2021–Present, UnitedHealthcare Service Hero 2021–Present, Active Member, AAPC 2025–Present
Feeding the Valley Food Bank, Food Pantry Volunteer
Paws Humane Society, Marketing Team Volunteer
Career Highlights
Administration & Organization — Managed medical records and claims processing, including coding, accounting, follow-up, enrollment, billing, scheduling, meeting coordination, documentation, filing, data entry, telephone operations, and business correspondence. Leadership — Trained and mentored newly hired triage medical assistants and conducted quality assessments to verify specialized competencies and departmental standards. Managed office operations, recruitment, staff development, accounts payable, performance dashboards, key metrics, and customer relations. Recognized by a supervisor for exceptional technical expertise, polished presentations, and consistent support of colleagues.
Teamwork & Patient Experience — Coordinated clinical staff in communicating patient information, supervised back-office teams, and partnered with supervisors, EHR support personnel, and customers to improve workflows. Developed patient-experience case studies focused on care coordination and access to needed services.
Timeline
Clinical Practice Performance Analyst
UnitedHealthcare
01.2022 - Current
Practice Performance Specialist/Quality Field Operations
UnitedHealthcare
01.2021 - 01.2022
Telephonic Lead Triage Medical Assistant
Laureate Medical Group at Northside Hospital
01.2011 - 01.2019
Front Office Medical Administrator
Laureate Medical Group at Northside Hospital
01.2008 - 01.2011
Master of Public Administration, With Honors - Public Administration
Practice Performance Manager, Medicare Consultant at UnitedHealth Care, OptumPractice Performance Manager, Medicare Consultant at UnitedHealth Care, Optum