Jerrell Hightower

• Responsible for planning, coordinating, and executing clinic operations at all sites within an assigned region consisting of 5 clinics, 1 mobile clinic, and provider scheduling team
• Hired, trained and supervised employees to maintain team of high performers.
• Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.
• Enforced adherence with HIPAA regulations and other relevant laws and regulations to maintain compliance.
• Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out.
• As a high-impact leader, coached Clinic Managers to implement dramatic performance improvement to reduce patient cycle times by 20%, increase access and deliver an overall better patient experience
• Coordinate and oversee day-to-day operations to ensure the delivery of high-quality patient care and optimal patient experience.
• Support the Clinic Managers in driving the successful implementation of clinic policies and procedures.
• Provide leadership and oversight at each assigned site
• Provide administrative, operational, and managerial support to the Director of Clinic Operations.
• Covered as Clinic Manager for my assigned clinics to provide support when needed.

• Implemented policy changes and communicated information and procedures through organizational staff meetings.
• Strengthened and aligned daily operations with patient needs based on collected feedback and continuous improvement plans.
• Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
• Complied with OSHA and HIPAA laws and regulations to maintain compliance.
• Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out.
• Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.
• Conducted frequent clinic walk-throughs to maintain safe work environment.
• Supervised day-to-day operations of facility, complying with strict corporate policies and guidelines.
• Supported entire practice's staff, which boosted efficiency and improved overall process flow.
• Employed active listening and interpersonal talents to effectively interact with various individuals, including physicians, patients and fellow employees
• Implemented policies and procedures created by upper management for effective practice management.
• Ordered supplies needed and kept tabs on inventory levels.
• Supervised daily operations of physician practice, overseeing 25-45 staff members across all departments

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• Performed careful reviews of applicant data to ascertain compliance with eligibility criteria for medical coverage program eligibility such as Medi-Cal, and My Health LA
• Explained eligibility details and affordability options to patients with kindness and respect.
• Conducted interviews with applicants, explaining benefits process and which programs were available.
• Reviewed criteria for different aid programs to determine eligibility for various applicants.

• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
• Scheduled, coordinated and confirmed appointments and meetings.
• Resolved customer issues quickly and notified supervisor immediately when problems escalated.
• Answered multi-line phone system and transferred callers to appropriate department or staff member.
• Collected room deposits, fees, and payments.
• Completed data entry and filing to keep records updated for easy retrieval.
• Maintained confidentiality of sensitive data to protect customer and business information.
• Trained new team members on company procedures, customer service and issue resolution.