Summary
Overview
Work History
Education
Skills
Professional Accomplishments
References
Timeline
Generic

Jessica Bates

Muldrow,OK

Summary

Experienced and results-oriented professional, with over 16 years of medical background, combining patient care, customer service, and leadership within the healthcare industry. Significant experience in managing large teams and developing effective strategies. Strengths include strategic leadership, vision-driven change management, and robust business acumen. Achievements include driving operational efficiency and fostering cross-departmental collaboration within previous organizations. Seeking a new opportunity within the healthcare revenue cycle that promotes innovation, growth, and development in a positive work environment.

Overview

5
5
years of professional experience

Work History

Sr. Director of Self-Pay Operations

Ensemble Health Partners
08.2024 - Current
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Recruited top talent from various sources in order to meet staffing requirements.
  • Promoted a culture of collaboration among staff members through regular communication, feedback, and recognition.
  • Interviewed prospective employees and provided input to HR on hiring decisions.
  • Analyzed financial performance metrics and identified areas for improvement.
  • Planned and led team meetings to review business results and communicate new and ongoing priorities.
  • Managed crisis situations to minimize impact on operations and reputation.
  • Analyzed data to inform decision-making and strategic direction.
  • Developed and implemented strategic plans to maximize organizational efficiency, effectiveness, and profitability.
  • Coordinated activities with other departments to expedite work and improve collaboration.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Promoted a culture of innovation and encouraged staff to contribute ideas.
  • Coordinated with regulatory bodies to ensure compliance with laws and standards.
  • Built relationships with external partners, vendors, and customers in order to foster collaboration.
  • Conducted evaluations of facility operations, team performance, and business policies to standardize activities.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Mentored junior staff members in their professional development journey.
  • Managed multiple projects simultaneously while ensuring deadlines were met.
  • Facilitated meetings between internal teams to ensure alignment on initiatives.

Sr. Director of Customer Service

Ensemble Health Partners
09.2023 - 08.2024
  • Monitored industry trends and made recommendations on how they could be leveraged by the organization.
  • Directed operations to improve efficiency and the patient experience.
  • Promoted a culture of collaboration among staff members through regular communication, feedback, and recognition.
  • Facilitated meetings between internal teams to ensure alignment on initiatives.
  • Delegated work to staff, setting priorities and goals.
  • Coordinated with regulatory bodies to ensure compliance with laws and standards.
  • Partnered with staff to create professional development plans to support personal and business growth.
  • Proposed or approved modifications to project plans.
  • Promoted a culture of innovation and encouraged staff to contribute ideas.
  • Assessed current organizational systems and infrastructure, recommending changes as needed.
  • Mentored junior staff members in their professional development journey.
  • Provided guidance on best practices to ensure successful outcomes.
  • Evaluated individual and team business performance and identified opportunities for improvement.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
  • Produced thorough, accurate, and timely reports for the Digital Communication AOP.
  • Developed and implemented strategic plans to maximize organizational efficiency, effectiveness, and scalability.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Updated and maintained databases with current information.
  • Contributed innovative ideas and solutions to enhance team performance and outcomes.
  • Conducted system analysis and testing to identify and resolve technical issues or inefficiencies.

Sr. Director of Centralized Operational Excellence

Ensemble Health Partners
02.2022 - 09.2023
  • Developed and executed strategic initiatives to create efficiencies, scalability, and meet SLAs across all clients.
  • Managed multiple projects simultaneously while ensuring deadlines were met.
  • Led cross-functional teams in developing creative solutions for multi-disciplinary process improvement projects, improving collaboration and alignment.
  • Monitored process reviews and provided feedback to leadership to ensure effective and timely communication of opportunities.
  • Provided leadership, insight, and mentoring to newly hired leaders to supply knowledge of various company programs.
  • Remained calm and professional in stressful circumstances and effectively diffused tense situations.
  • Implemented new technologies to streamline processes and enhance productivity.
  • Provided guidance on best practices in project management to ensure successful outcomes.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Coordinated with regulatory bodies to ensure compliance with laws and standards.
  • Supported AOP initiatives in 2022 and 2023, including the Industry Standard Reporting Dashboard and the Rewards and Recognition program under HR.
  • Partnered with staff to create professional development plans to support personal and business growth.
  • Monitored industry trends and made recommendations on how they could be leveraged by the organization.
  • Cultivated relationships with peers and external team members to improve communication and collaboration.
  • Produced thorough, accurate and timely reports of project activities.
  • Created policies and procedures to improve operational efficiencies within the organization.
  • Promoted a culture of innovation and encouraged staff to contribute ideas.
  • Facilitated meetings between internal teams to ensure alignment on initiatives.
  • Assessed current organizational systems and infrastructure, recommending changes as needed.

Director of Centralized Operational Excellence

Ensemble Health Partners
12.2019 - 02.2022
  • Recruited and onboarded over 30 internal and external associates and leaders during the establishment of Centralized Operational Excellence (COE).
  • Developed and implemented comprehensive policies and procedures for Process Excellence, Systems Support, Reporting, and Operations.
  • Conducted detailed process reviews to identify gaps and deficiencies in people, processes, and technology.
  • Promoted the adoption and utilization of PolicyTech, centralizing policies and procedures for operational efficiency.
  • Monitored reviews and provided timely feedback to leadership and analysts, ensuring effective communication of opportunities.
  • Established a governance team for EIQ enhancements to ensure cross-sharing, visibility, and alignment.
  • Recognized for exceptional leadership and commitment to the principle of People, First, Last, and Always.
  • Developed policies and procedures to ensure compliance with corporate standards.
  • Partnered with staff to create professional development plans to support personal and business growth.
  • Created detailed plans outlining timelines, goals, budgets, staffing needs, and other requirements for annual initiatives.
  • Identified opportunities for process optimization through data analysis.
  • Led cross-functional teams in the development of innovative solutions to complex problems.
  • Coordinated with regulatory bodies to ensure compliance with laws and standards.
  • Promoted a culture of innovation and encouraged staff to contribute ideas.
  • Established performance metrics and evaluated staff to promote continuous improvement.
  • Facilitated collaboration between teams by encouraging open communication channels.
  • Developed and implemented strategic plans to ensure organizational goals were met.
  • Implemented tools for tracking progress on key initiatives or projects.
  • Identified opportunities for improvement in operational performance metrics.
  • Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
  • Reviewed internal reports and identified areas of risk or potential cost savings.
  • Conducted regular meetings with department heads to review progress on strategic initiatives.
  • Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.

Education

Certified Revenue Cycle Representative - Revenue Cycle

Healthcare Financial Management Association (HFMA)
01-2020

Medical Assistant (MA) -

Everest College
Arlington, TX
01.2010

GED -

Oklahoma Department of Education
Sallisaw, OK
01.2001

Skills

  • Team Development
  • Strategic Decision Making
  • Optimistic Approach
  • Healthcare Patient Advocate
  • Thoroughness in Task Execution
  • Conflict Resolution Expertise
  • Creative Problem Solver
  • Effective Communication Skills
  • Reporting expertise
  • Policy development
  • Team management
  • Team building and motivation
  • Collaborative leadership
  • Innovation management
  • Key performance indicators
  • Core values management

Professional Accomplishments

  • Awarded the Ignite Ambassador in 2010, Everest College
  • Completion of the RCSC Leadership Program in 2013
  • Won the “Director of the Year” award for 2016
  • October 2021 Associate of the Month - Ensemble Difference Principle: People First, Last, Always

References

References available upon request.

Timeline

Sr. Director of Self-Pay Operations

Ensemble Health Partners
08.2024 - Current

Sr. Director of Customer Service

Ensemble Health Partners
09.2023 - 08.2024

Sr. Director of Centralized Operational Excellence

Ensemble Health Partners
02.2022 - 09.2023

Director of Centralized Operational Excellence

Ensemble Health Partners
12.2019 - 02.2022

Certified Revenue Cycle Representative - Revenue Cycle

Healthcare Financial Management Association (HFMA)

Medical Assistant (MA) -

Everest College

GED -

Oklahoma Department of Education

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Jessica Bates