Brittny Thomas
Mount Juliet,TN
Summary
Highly Skilled and results-driven Healthcare Professional proficient in managing hospital operations with practiced leadership skills and strong attention to detail. History of meeting demanding objectives by training and motivating employees in performance requirements, standard procedures, and safety behaviors. Proven skills in continuous improvement and policy enforcement.
Overview
19
19
years of professional experience
Work History
Clinical & Patient Access, Supervisor
Qualifacts, Inc
Nashville, TN
04.2018 - Current
- Establish effective relationships with clients and earn their trust to increase customer satisfaction.
- Works cross-functionally with other departments to ensure appropriate information is obtained to perform roles and drive timely solutions to customer needs
- Provide direct software support to customers on complex issues and front-line coverage in times of increased or high-ticket volume.
- Maintain a deep understanding of all Clinical functionality and workflows.
- Point of escalation for all matters specific to assigned customers.
- Identify clinical workflow inefficiencies and compliance conflicts and provide sustainable solutions in and across functions.
- Daily manage Service Level Objective adherence for all customer requests within a team, including proactive customer outreach and assistance with customer issues.
- Maintain and lead organization readiness with colleagues, senior managers, directors, and other staff to drive results, quality, and exceptional service.
- Manage, create, and define strong morale and spirit amongst direct reports within the assigned Center of Excellence.
- Actively construct performance plans to direct reports toward developing skills and compelling challenging tasks.
- This includes having regular staff 1:1s and creating development plans with the support of the department manager.
- Define and help Clinical staff to maintain the department customer satisfaction metric of 96% and improve customer service efficiency components by 2.75 days.
- Accomplish Human Resource objectives by recruiting, selecting, orienting, coaching, timesheets, and disciplining subordinates.
- Run quality metrics report maintaining high standards of virtual care.
- Enhanced patient outcomes by providing knowledgeable education on procedures, and other physician practices.
- Assisted with patients, supported mental health and behavioral needs across multiple sites and locations
Senior Clinical & Patient Access Analyst
Qualifacts, Inc
Nashville, TN
09.2017 - 04.2018
- Served as a subject matter expert who provided customers with resolutions on common trends, workflow inconsistencies, and optimization practices for software performance.
- Used critical thinking to identify trends and escalated system performance issues to the appropriate teams.
- Offered friendly and efficient service to customers, and handled challenging situations with ease.
- Spearheaded internal and customer training and consultation.
- Learned new technologies while maintaining high levels of performance in an ambiguous, fast-paced environment.
- Attended leadership meetings to discuss current and newly implemented processes.
- Served as a beta team member to analyze data, product quality analysis, and identify opportunities for Clinical workflow development.
- Owned and delivered on project management commitments.
- Used Salesforce to maintain company database with essential account and sales product offerings.
- Directed, guided, and delegated tasks to teams and developed project schedules, resource requirements, and timelines to maintain productivity on goals and objectives.
Clinical & Patient Access Analyst
Qualifacts, Inc
Nashville, TN
12.2016 - 09.2017
- Provided efficient, professional, and friendly service to customers via phone or a customer-related (CRM) ticketing system.
- Evaluated, prioritized, resolved, and triaged incoming requests within the Service Level Agreement.
- Resolved low complexity/low priority functional questions related to clinical documentation, compliance, and clinical workflows.
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
- Helped turn around ticket resolution from 12 months to an average of 5 days.
- Collaborated with a multidisciplinary team to evaluate patient data and determine patient care plans.
- Monitored patients, evaluated results and recommended further courses of treatment to quickly improve patient outcomes.
Information Systems Support Coordinator
Noland Health Services, Inc
Birmingham, AL
02.2014 - 12.2016
- Oversaw training and support of 6 hospital and senior living medical billing information systems to ensure problem resolution, upgrades, and continued operation.
- Established policies, procedures, objectives, quality assurance programs, safety standards, and training curriculum for the hospital & senior living EHR& RCM.
- Trained employees on-site or through other mediums such as webinars, WebEx, and online learning systems.
- Organized continuing education assignments and set priorities to complete tasks on time.
- Ensured that HIPPA rules and regulations were implemented in the EHR & RCM information system.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to the client's vision.
- Drove operational improvements which resulted in savings and improved profit margins.
Business Records Coordinator
Noland Health Services, Inc
Birmingham, AL
02.2012 - 02.2014
- Performed the transferring, receiving, indexing, retention, retrieval, and disposition of the organization business records.
- Reviewed and approved the computerized imaging indexes of documents to ensure accuracy and conformance to accepted standards and quality for the document imaging system.
- Organized and managed business records stored offsite in paper form.
- Developed standards and written operating procedures relating to the document imaging system.
- Maintained established organizational policies and procedures, objectives, corporate compliance, performance improvement, safety programs, and environmental and infection control standards.
- Developed disaster recovery plans as a measure to preserve and protect records in the event of an unexplained occurrence or act of nature.
Youth Counselor
Boys and Girls Club of Central Alabama
Hueytown, AL
05.2004 - 08.2008
- Supervised youth in an engaging environment to promote security and safety for all ages.
- Communicated closely with other counselors to devise programs and activities based on developmental and academic levels.
- Monitored youth behavior and provided updates to parents on progress and behavior and support for positive change.
- Assisted children and teens with homework, quizzed on the material before tests, and signed off on assignments.
- Managed and developed junior trainees.
Education
MBA - Health Services Administration
Keiser University
Fort Lauderdale, FL03.2019
Bachelor of Science - Human Environmental Science
The University of Alabama
Tuscaloosa, AL05.2013
Skills
- Customer Service
- Leadership
- Communication
- Problem Solving
- Delegation
- Team Building
- Workflow Planning
- Mentoring/ Coaching
- Conflict Resolution
- Organization and Prioritizing
- Policy Development
- Time Management
- Patient Care & Safety
- Quality Assurance & Compliance
- Reporting/SQL
- Staff Management/Budgeting
Affiliations
Results-driven Healthcare Professional proficient in overseeing operations with practiced leadership skills and strong attention to detail. History of meeting demanding objectives by training and motivating employees in performance requirements, standard procedures, and safety behaviors. Proven skills in continuous improvement and policy enforcement.
B
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Additional Information
- Reports/ SQL Awards & Achievements , Qualifacts Excellence Award, 2018
Timeline
Clinical & Patient Access, Supervisor
Qualifacts, Inc
04.2018 - Current
Senior Clinical & Patient Access Analyst
Qualifacts, Inc
09.2017 - 04.2018
Clinical & Patient Access Analyst
Qualifacts, Inc
12.2016 - 09.2017
Information Systems Support Coordinator
Noland Health Services, Inc
02.2014 - 12.2016
Business Records Coordinator
Noland Health Services, Inc
02.2012 - 02.2014
Youth Counselor
Boys and Girls Club of Central Alabama
05.2004 - 08.2008
MBA - Health Services Administration
Keiser University
Bachelor of Science - Human Environmental Science
The University of Alabama
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