Joylyn Mason
Albuquerque,NM
Summary
Experienced Healthcare Operations Manager specializing in overseeing primary and specialty care clerical and contact support center operations. Skilled in streamlining processes, optimizing workflows, and delivering value-based patient care. Proficient in Epic EHR systems, standardizing scheduling practices, managing physician templates, improving clinical communication procedures, and WQ management. Demonstrated success in fostering a collaborative work environment, resolving conflicts, and enhancing communication among cross-functional teams.
Overview
2026
2026
years of professional experience
Work History
Support Specialist
Federal Government- Social Security Administration
05.2024 - Current
- Research case situations to reconcile discrepancies possibly causing interruption in a beneficiaries Title 2 & Title 16 monthly benefits. I also identify and explain the discrepancies in payment amounts which may be caused by garnishments, offsets, automatic earnings adjustments, or re-computations. Decides when critical payment procedures should be used in sensitive or dire situations.
- Interview beneficiaries, their representatives, and/or the public and respond to all inquiries. Determine the nature of their problem or interest and follow proper protocol utilizing SSA policies and guidelines to appropriately assist.
- Provide the public with explanations of technical provisions of all SSA programs, elicits relevant facts and resolves problems with beneficiaries' payments or claimants' eligibility.
- Screens inquiries on Title 2/Title 16 overpayments/offsets and resolves them by recovery, waiver, and/or determination that the overpayment did not exist or is uncollectible. Provide beneficiaries with assistance of waiver requests and the completion of forms. Initiates the process, verifies allegations, and determines if waiver provisions are met or if a reconsideration is appropriate.
- Offers information to the public about work incentive provisions, compliance with various beneficiary reporting requirements and submitting reports to continue, suspend or terminate monthly payments. Explains basis for decisions, provides guidance regarding appeal rights.
- Answers inquiries and resolves issues concerning Medicare eligibility and premium payments. Explains provisions and options for all parts of Medicare (A, B, C & D) as well as sharing the process for obtaining “extra help” administered by the agency and the impact of earnings on Medicare premiums, including the Income Related Monthly Adjustment Amount (IRMAA) provisions.
- Processes Medicare enrollments appropriately. Determines and takes the corrective action necessary to resolve Hospital Insurance/Supplemental Medical Insurance (HI/SMI) entitlement, premium collections, any benefit entitlement and payment status problems.
Clerical and Contact Center Operations Manager
Presbyterian Healthcare Services
11.2015 - 04.2024
- Responsible for managing and directing administrative and call center support operations for multiple outpatient clinics, lines of service included Family Practice, Pediatrics, Ob/Gyn, General Surgery, Orthopedics, Urology, Gastroenterology, Pulmonary and Cardiology. Provided additional Management support to the Nexus Group, an independent contracted ambulatory clinic specializing in orthopedic surgical services and interventional pain.
- Responsible for the management of clinician templates in EPIC, direct partnership with Clinicians to optimize schedules, allowing for ease of scheduling, increased appointment access with additional focus centered on reducing patient cancellations, no-shows, and unnecessary return visits.
- Served as liaison between clerical and scheduling contact support center to ensure pertinent information and updates are communicated prior to release of Epic updates.
- Responsible for assisting with Clinician onboarding; completed new provider schedules to reflect contracted patient contact hours, required schedule blocks and any standing meetings or onboarding activities such as training blocks. Scheduled EPIC training for new clinicians.
- Submitted tickets to Epic Cadence partners to create provider pools, referral work queues, and visit types or blocks to accommodate patient care model.
- Responsible for roll out of provider ramp up phase templates and communicating scheduling guidelines, provider preferences and OR blocks to all support staff.
- Conduct routine inspections, staff rounds and mock readiness surveys for assurance that all clinics are operating in accordance with regulatory compliance per Joint Commission accreditation regulations.
- Consistent communication of operational opportunities to Clinical Senior Leaders to ensure best practices are implemented and maintained throughout the clinics.
- Meet with Epic Cadence Partners to correct issues in scheduling templates, test new visit types, visit blocks, scheduling messages or rules and test new updates or changes.
- Conduct regular quality audits in Epic EHR system to ensure daily maintenance of all incoming and outgoing patient referrals, patient encounter work queues, cost estimates and financial advocate work lists and department in-baskets containing patient calls for care coordination, MyChart appointment requests and overdue results.
- Research and reconcile insurance denials generated via registration errors. Connect with informatics partners to identify patterns and trends of denials during monthly claim denial meetings. Utilize data to develop training for patient registration staff to enhance prior authorization processes and procedures to reduce insurance denials.
- Address and follow up on patient concerns and grievances. Ensure prompt and professional communication with patients or family members. Responsible for timely completion of patient complaints in Midas Risk Management system.
- Conducted monthly financial reviews to ensure finances are being properly allocated per established annual budget. Assist Physicians with correcting any presented billing or coding issues.
- Monthly meetings with Managers from other Clinical departments to streamline cross-functional workflows and improve organizational efficiency.
- Recruit, hire, and train administrative and call center support staff. Also, participated in clinical support staff interviews when requested.
- Performed monthly meetings with staff to review key performance metrics, professional development opportunities and complete annual evaluations.
- Process and maintain financial records for Clinician special payments for MDOC (Clinician on-call) pay, Physician CME (continuing education) including training and travel reimbursement expenses.
- Scheduled and conducted monthly meetings with all clinical staff to provide updates of changes and to resolve issues which affect operating effectiveness.
Healthcare Operations Manager
Presbyterian Espanola Multispecialty
- Responsible for managing daily clerical operations, staffing, patient scheduling and physician templates for Espanola’s multi-specialty physician office building.
- Delivered and trained a new records and fax management system to over twelve multi-specialty healthcare departments to integrate our EMR/EHR system to improve efficiency, information security, maximize employee productivity, and decrease security risks within first month.
Operations Supervisor
Presbyterian Santa Fe Medical Center
- Instrumental in the opening of the organization's new multi-specialty hospital, assigned as lead to manage multiple projects.
- Collaborated with Senior Leadership, Direct Management, and various internal and external sites and vendors to coordinate the opening progress of clinics.
- Experienced in Epic Software Systems; template management, MyChart, & scheduling (cadence) systems, OP Board Snapboard scheduling, medical records (HIM), care everywhere and reporting workbench.
Scheduling Lead
Presbyterian Customer Services Contact Center
- Served as Team Lead for multiple lines of business; responsible for training and oversight of 50+ call center representatives.
- Partnered with Multi-Specialty Supervisor to deploy and lead the implementation of Multiple Specialty Departments such as GI, Cardio, Neuro, Pulmonary, OB/GYN and Endocrinology.
- Maintained shared electronic database; supplied processes and procedural updates in system.
- Prepared weekly and monthly metric and productivity reports.
- Ensured scheduling staff verified and updated patient demographics, insurances, and referrals.
Accounting Assistant
Los Alamos National Laboratory
11.2004 - 02.2013
- Audited/Processes Foreign/Domestic Travel Expense reports and cash advances; Ensured invoice payments in Concur System.
- Competent in Oracle Time and Labor and Foreign/Domestic Travel Reimbursement Systems.
- Trained staff in expense entry; conducted internal courses to teach new system upgrades.
- Assisted New Hires, Post Docs, travelers with Reimbursement forms and obtained proper documentation from internal/external employees.
- Maintained accounting files; scanning, filing, purging, tracking and data entry.
- Demonstrated professional level competence in a complex office environment requiring considerable judgment and discretion in dealing with sensitive and highly confidential information.
- Communicated effectively both verbally and written with colleagues at all levels across the organization.
Education
BS - Business Administration
Northern NM Community College
Espanola, NM01.2002
Skills
- Proficient in Microsoft Office (Word, Excel, and Outlook); Microsoft Teams and SharePoint
- Data Analysis & Reporting; experience using Tableau and Business Objects
- Effective Communication Skills: ability to interact with all levels of internal and external personnel effectively and efficiently
- Budget Development
- Skilled in EPIC; knowledgeable in EPIC Cadence systems, MyChart, Reporting Workbench
- Quality Improvement
- Excellent presentation skills; extremely familiar with PowerPoint; creating presentation, confident in public speaking
- Project Management
- Human Resources Management
- Improving Patient Experiences
Timeline
Support Specialist
Federal Government- Social Security Administration
05.2024 - Current
Clerical and Contact Center Operations Manager
Presbyterian Healthcare Services
11.2015 - 04.2024
Accounting Assistant
Los Alamos National Laboratory
11.2004 - 02.2013
Operations Supervisor
Presbyterian Santa Fe Medical Center
Scheduling Lead
Presbyterian Customer Services Contact Center
Healthcare Operations Manager
Presbyterian Espanola Multispecialty
BS - Business Administration
Northern NM Community College
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