Jessica Baker
Clearwater,USA
Summary
Seasoned Operations Administrator with a proven track record at Arthritis & Rheumatism Associates, specializing in healthcare management and process improvement. Excelled in strategic planning and leadership, significantly enhancing clinic efficiency and patient care. Expert in EMR systems and adept at fostering team growth, demonstrating exceptional analytical and mentoring skills.
Overview
14
14
years of professional experience
Work History
Operations Administrator
Arthritis & Rheumatism Associates
Clearwater, FL
02.2023 - Current
- Operational Oversight: Direct all daily operations of the rheumatology clinic, including managing staff, overseeing scheduling, and ensuring efficient workflow and patient flow
- Human Resources Management: Handle HR responsibilities such as recruiting, onboarding, training, and performance management of clinical and administrative staff
- Foster a positive work culture and address employee concerns
- Financial Management: Oversee financial operations, including budgeting, accounting, and financial reporting
- Manage billing processes, reimbursements, and insurance claims, ensuring accuracy and timely processing
- Patient Care Coordination: Ensure high-quality patient care by managing patient appointments, coordinating referrals, and addressing patient inquiries and concerns
- Implement and maintain patient satisfaction programs
- Compliance and Quality Assurance: Ensure adherence to regulatory requirements, including HIPAA and other healthcare regulations
- Conduct regular audits and implement quality assurance programs to enhance patient safety and clinic standards
- Vendor and Inventory Management: Manage relationships with pharmaceutical suppliers and other vendors
- Oversee drug purchasing, inventory control, and quarterly rebate management to ensure cost-effectiveness and availability of essential medications
- Technology Integration: Oversee the implementation and maintenance of Electronic Health Records (EHR) systems(Nextgen)
- Ensure that all patient data is accurately entered and maintained, and manage data integration and system updates
- Process Improvement: Lead initiatives to streamline clinic operations and improve workflow efficiency
- Develop and implement process improvements to reduce staff workload and enhance overall clinic performance
- Financial Reconciliation: Perform daily payment reconciliation to ensure that transactions are accurately recorded in the EHR system and appropriately matched with patient accounts
- Strategic Planning: Collaborate with clinic leadership to develop and execute strategic plans
- Analyze clinic performance metrics and identify areas for growth and improvement
- Patient and Provider Relations: Foster strong relationships with patients and healthcare providers
- Address and resolve any issues related to patient care or provider interactions to maintain high standards of service
Senior Business Analyst
IT Resources-Pinellas County Business Technology Systems
Clearwater, FL
06.2022 - 02.2023
- Designed workflows to represent current processes within the Human and Health Services Department
- Met with staff including, social workers, case workers, nurses and providers to talk through trends they are seeing within the current systems they use
- This information was used to help support an RFP request for Pinellas County
- Assisted in the process of building an RFP to support a $5.7 million project for new software to be used throughout the Health and Human Services Department
- Used several software programs daily such as Nextgen, CareScope, Microsoft Projects, Lucid, Outlook, Sharepoint, Visio as well as others
- Presented findings to key stakeholders to identify areas of pain points within the current systems used
- Also worked with key stakeholders to define future needs for the county and collaborate between several departments to ensure needs for the project were supported in the final Request for Proposal document
- Helped with building reports in Nextgen to support county reporting initiatives
- Worked with the Project Manager to build project governance and determine timeline and deliverables
- Developed county research to establish what other counties are using to support their Health and Human Services programs
Clinical Operations Analyst
Vera Whole Health
Clearwater, FL
09.2021 - 06.2022
- Ran daily reports to support and identify clinical needs for 6 Care Centers between Spokane Washington and Anchorage Alaska within the Vera network
- Daily collaboration with Lead Providers, and Practice Managers to streamline workflows and provide insight based on trending data points
- Worked in Tableau, Smartsheet, Excel, Salesforce, Nextgen and Microsoft teams along with many other programs
- Previously built monthly reports for clients that work with the Vera Network these reports show clinical information that identifies current Performance Guarantee trends and as well as the performance by Care Center and providers
- Provided a comprehensive overview of forecasting for quality and clinical measures
- Involved in project management as well as change management in terms of building a new role within the company
- Monthly financial Review for each care center
- Worked with Excel and PowerPoint daily to dive into data and provide clear picture to regional lead providers, Regional Directors of Operation and Practice Managers
- Worked with my Clinical Operations team to set requirements for processes that support care center growth, including patient follow-up care and maintaining visibility into quality metrics for the organization
- Wrote job aids to support Practice Manger processes and demonstrate correct workflows
Operations Manager of Neuroscience
Mayo Clinic
Eau Claire, WI
07.2018 - 09.2021
- Manage day to day operations for Pain Medicine, Neurology, PMR, Neurosurgery and Neurodiagnostics, including scheduling, billing, equipment needs, financials and department initiatives
- Worked with multiple providers to implement changes throughout the departments and support enterprise strategies
- Heavily involved in change management to merge a private practice pain management clinic of 30 years into the Mayo Clinic Health System
- Project management and process building were major components of merging the two entities, to support patient experience as well as bring in workflows that proved effective within the private practice
- Worked heavily in Microsoft Suite: Excel, PowerPoint, Word & Visio
- Presented monthly to all physicians within my departments to provide updates on clinical outcomes and projects currently in fruition
- Worked with Process Improvement department to provide data analysis for Pain Medicine and Neurology departments to look at and provide insight into the current patient flow and show time analysis of a patient's experience
- Collaborated with physicians and leadership to streamline patient care and management in both the procedural practices and Operating room
- Monthly Financial review for all departments, including analysis of insurance types, denial and reimbursement rates
- Involved with multiple teams to manage CMS changes and CPT code management for Pain Medicine
- Worked with Nursing and Prior Authorization team to limit surgery denials for Neurosurgery, and the Pain Medicine department
- Worked heavily with coding and revenue integrity departments to ensure correct patient charges and provide education to the Mayo Clinic enterprise coding team, resulting in thousands of dollars of increased revenue to generate codes for correct levels
- Develop and maintain operational and capital departmental budgets, including FTE requests, outpatient volume targets, procedure, and surgical targets
- Part of Wellness, Process Improvement, and emerging leaders' groups
- Expanded Pain Medicine practice to include multiple new locations and integrate clinic and procedural practices this required building test cases to support new workflows within the new location
- Part of the implementing process for new procedures at Mayo Clinic including Intracept and Peripheral Nerve Stimulation
- Helped support and build $5 million Neurology project, with the objective of remodeling the department as well as surrounding departments
- Several projects around data analysis to show projections of how a new flow for the department would support additional patients and enhance scheduling opportunities
Practice Manager
Pain Clinic of Northwestern Wisconsin
Eau Claire, WI
07.2018 - 06.2020
- Work with doctors to ensure proper documentation needs are met, as well as quality reporting and management
- Put together Doctor schedules and maintain contact with all facilities that the Pain Clinic works with
- QuickBooks management: bills, taxes, and daily depositing
- Ensure all charges billed out correctly, daily management of payments received and tracked to maintain up-to-date entry
- Work with employees daily to improve processes throughout the organization
- Credentialing of physicians and NP
- Handle all HR responsibilities, performance reviews, employee coaching, conflict resolution
- Established practice standards and requirements for positions within the practice
- Worked with external billing company to update process modeling to support practice needs and meet billing deadlines
- Worked in-depth with Microsoft suite: Excel, PowerPoint, Word etc
Assistant Practice Manager
Marshfield Clinic
Neillsville, WI
08.2016 - 07.2018
- Resolving customer and staff conflicts efficiently and effectively
- Analyzing current workflows/processes and positively communicating with staff
- Communicating performance expectations to staff daily and, work with staff to set goals linked to organizational initiatives, and support efforts towards achieving those goals
- Maintaining relationships with internal staff, department/organizational leaders, and stakeholders
- Enforcing regulatory standards to ensure the area of responsibility complies
- Providing leadership, mentoring, coaching and education to develop and maintain an effective, well-trained staff based on performance standards
- Supporting departmental leadership in development, setting, and executing department goals and strategic plan in accordance with Marshfield Clinic's mission statement
- Assist departmental leadership in the disciplinary process and staff performance appraisals
- Providing technical support to the staff
- Assisting with inventory and maintaining equipment at the center
- Performing clinical and technical job functions within my scope of practice
- Volunteering for projects within our community to better educate our patients and the population about the importance of dental hygiene
- Put together PowerPoint presentations to support clinic projects and support the Practice Manager
Business Systems Administrator
Medical Associates Health Network
02.2016 - 08.2016
- In charge of maintaining bank accounts, payroll, and managing bills for four clinics
- Credentialing and licensing providers
- Managed several projects regarding starting up new facilities, new ideas for better workflow and Developments throughout all facilities
- Worked with Athena, Electronic Medical Record system daily assist with patient check in and check out as well as billing and establishing proper insurances policies
- Worked with QuickBooks daily
- Worked to establish clinics in other states, credentialing providers, ensuring that insurance companies will work with that provider
- Proper protocol for setting up new businesses in other states
Personal Care Worker
Wissota Place
Chippewa Falls, WI
02.2015 - 02.2016
- Drove the establishment of lead positions for every work shift to support management expectations
- Resulted in efficient delegation of activities and encouraged a team atmosphere with acceptance of individual responsibilities
- Confirmed and dispensed proper medication to residents
- Maintained clean and secure environment, which allowed residents to pursue daily interests and encouraged social interaction
- Assisted residents with diabetic management, transfers, bathing and grooming, hygiene, and other treatments as assigned
- Aided residents with diabetic requirements, hygiene, and multiple other treatment needs
- Provided training, to newly hired workers and assisted with professional and nonprofessional staff schedules for all shifts
Personal Care Worker
Wissota Place
Eau Claire, WI
09.2014 - 12.2015
- Worked with a variety of patients, each with different disabilities and needs
- Was able to help each one of them with their daily cares
- Increased my knowledge of how to address each patient, has helped me to understand the needs of patients in the future
- Provided in-home care to clients of all ages and with multiple disabilities
- Assisted clients with medication distribution and management, bathing, and grooming, Range of Motion exercises, and specific prescribed treatments
- Made decisions regarding a client's medical needs in an emergency
- Followed through on safety incidents, and other incidents regarding clients and general personal
- Attended monthly state-required training to maintain skill base
Resident Assistant
Heritage Senior Living
10.2010 - 05.2014
- Helped residents with everyday tasks while keeping and maintaining a clean and safe environment
- Stayed up to date on all medication and resident changes, e.g., proper ways of passing medication and proper methods of disposal of contaminants
- Helped with structuring functioning work schedules for all employees as well as planning community events
- Cleaned residents' rooms and communal areas
- Ensured everything was sanitized and in its proper place
Education
Master of Business Administration - Health Systems
Grand Canyon University
04.2020
Bachelor of Health - Care Management
Globe University
03.2016
Some College (No Degree) - Molecular Biology
University of Wisconsin - Eau Claire
Eau Claire, WISkills
- Pain Management
- ICD-9
- Budgeting
- Insurance Verification
- Payroll
- Management Development Series-Marshfield Clinic
- Human Resources
- Process Improvement
- EMR
- Microsoft Excel
- Customer Service
- EMR systems
- Athenahealth
- Epic
- Medical office experience
- Content Management Systems
- Change Management
- Scheduling
- Data Analysis
- Medical Terminology
- CPT Coding
- Medical Records
- Quality Assurance
- Forecasting
- Office Management
- Project Management
- Conflict Management
- ICD-10
- Process Development
- Healthcare Management
- Billing
- Marketing
- Visio
- Business Analysis
- Microsoft SharePoint
- Tableau
- Practice Management
- Smartsheet
- Requirements Gathering
- Data analytics
- Mentoring
- Project management
- Leadership
- Research
- Analytics
- QuickBooks
- Cost management
- Medicare
- Managed care
- Time management
- Senior leadership
- Operations management
- Financial analysis
- Analysis skills
Timeline
Operations Administrator
Arthritis & Rheumatism Associates
02.2023 - Current
Senior Business Analyst
IT Resources-Pinellas County Business Technology Systems
06.2022 - 02.2023
Clinical Operations Analyst
Vera Whole Health
09.2021 - 06.2022
Operations Manager of Neuroscience
Mayo Clinic
07.2018 - 09.2021
Practice Manager
Pain Clinic of Northwestern Wisconsin
07.2018 - 06.2020
Assistant Practice Manager
Marshfield Clinic
08.2016 - 07.2018
Business Systems Administrator
Medical Associates Health Network
02.2016 - 08.2016
Personal Care Worker
Wissota Place
02.2015 - 02.2016
Personal Care Worker
Wissota Place
09.2014 - 12.2015
Resident Assistant
Heritage Senior Living
10.2010 - 05.2014
Master of Business Administration - Health Systems
Grand Canyon University
Bachelor of Health - Care Management
Globe University
Some College (No Degree) - Molecular Biology
University of Wisconsin - Eau Claire
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