Jody Irwin
Southington
Summary
Dynamic Senior Operations Manager with a strong background at Yale University, specializing in patient access initiatives and operational enhancements. Achievements include successfully implementing project management strategies that elevated patient satisfaction and developed strategic partnerships. Expertise in EPIC systems and HIPAA compliance, alongside a commitment to fostering employee engagement and optimizing ambulatory services. Career goals include further advancing operational excellence in healthcare settings.
Overview
27
27
years of professional experience
Work History
Senior Operations Manager
Yale University, Yale Medicine
New Haven
01.2013 - Current
- Led initiatives to enhance endoscopy scheduling and improve patient access at a system level
- Collaborated within the CORE group for endoscopy to align processes with Access 365 goals
- Oversee the establishment of 9 ambulatory sites, 6 endoscopy sites, and 3 infusion centers
- Developed new policies and procedures in accordance with Yale Medicine standards
- Facilitated access to medical records through Yale New Haven Health computers
- Coordinated with Yale New Haven Health to staff and train personnel at new sites
- Played a key role in opening new locations in North Haven, Westbrook, and Westport and a key team member with large acquisition of 3 ambulatory sites and 1 endoscopy site
- Implemented optimization programs for Digestive and Bariatric clinics to enhance flow and access
- Developed functional strategies, objectives, and budgets to support operational infrastructure
- Managed large, complex projects to meet milestones and quality standards
- Adapted staffing models to support regional clinical operations
- Provided oversight on practice standards, information technology, and compliance management
- Led transitions for practices completing Yale Clinical Operations Service assessments
- Evaluated and improved operational procedures to enhance patient service and efficiency
- Addressed issues raised by stakeholders and fostered a culture of problem-solving
- Made recommendations for improvement and collaborated with senior leadership
- Implemented standardized policies consistent with Yale Medicine Practice Standards
- Monitored productivity and financial indicators, initiating improvement projects as needed
- Ensured adherence to regulatory standards and compliance across operational activities
- Uphold customer service standards and monitored patient satisfaction for performance improvement
- Collaborated with clinical leadership on practice performance and process improvement
- Established and manage the Virtual Support Team for Yale Medicine, supporting 110 Epic locations
- This team is key is supporting telehealth efforts for Yale Medicine
Clinical Practice Manager, Nephrology
02.2013 - 01.2017
- Improved clinical scheduling and patient access operations
- Developed reporting tools for data collection and decision-making
- Served as a liaison between departments and external partners
- Optimized billing workflows with external partners
Clinical Practice Specialist, Clinical Affairs
07.2010 - 02.2013
- Managed billing and coding team for specialty practices
- Provided expertise on coding and billing matters
- Implemented training programs and procedural manuals
Operations Supervisor
Dana Clinic
05.1998 - 06.2010
- Oversaw front reception operations and workflows
- Processed insurance pre-authorizations and referrals
- Ensured accuracy of encounter forms and reduced billing errors
- Conducted employee orientation and training
Internal Medicine Operations Manager
Yale University, School of Medicine-Department of Internal Medicine
New Haven
03.2017
- Spearheaded the development and execution of the Internal Medicine Patient Access Center (IMPAC)
- Managed a team handling patient and physician calls for various specialties
- Significantly improved patient satisfaction and access metrics
- Established best practices and procedural guidelines for staff
- Implemented triage algorithms for efficient communication
- Monitored staff productivity and quality
- Developed business plans for clinic onboarding to the IMPAC
- Researched and proposed program initiatives to support departmental goals
Education
Masters -
Albertus Magnus College
New Haven, CT12.2023
Bachelor and Associate -
Albertus Magnus College
New Haven, CT08.2017
Skills
- Medical Assistant instruction
- EPIC
- BI Portal
- Reporting
- HIPAA guidelines
- Insurance policies
- Patient access
- Patient satisfaction
- Ambulatory efficiencies
- Project management
- Interpersonal skills
- Operational excellence
- Strategic partnerships
- Employee engagement
References
References available upon request.
Timeline
Internal Medicine Operations Manager
Yale University, School of Medicine-Department of Internal Medicine
03.2017
Clinical Practice Manager, Nephrology
02.2013 - 01.2017
Senior Operations Manager
Yale University, Yale Medicine
01.2013 - Current
Clinical Practice Specialist, Clinical Affairs
07.2010 - 02.2013
Operations Supervisor
Dana Clinic
05.1998 - 06.2010
Masters -
Albertus Magnus College
Bachelor and Associate -
Albertus Magnus College
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