Juanita Potts
Boston,MA
Summary
Dynamic Healthcare Manager committed to delivering exceptional results through the development of strong teams, effective hiring, onboarding, and comprehensive training initiatives. Focused on enhancing operational efficiency by reviewing and revitalizing standard operating procedures while fostering a culture of growth, harmony, and proactive problem-solving. Expertise in managing change and improving quality through transparent communication ensures compliance with regulatory standards, including HIPAA and Joint Commission. Proven professional in healthcare management with a strong emphasis on team collaboration, strategic planning, and process improvement, recognized for leadership and the ability to achieve measurable outcomes.
Overview
26
26
years of professional experience
Work History
Practice Manager
Massachusetts Eye & Ear
Boston, MA
07.2024 - Current
- Oversee the day-to-day administrative and clinical operations with 80 FTEs consisting of Medical Administrative Assistants, MRI, US, CT, and XRAY Technologist.
- Build strong teams by hiring qualified staff, onboarding, monitoring performance, and performing corrective actions up to terminations.
- Oversee office staff to ensure productivity levels are met while maintaining compliance with organizational policy and procedure.
- Ensures that all mandatory training is completed by staff and HIPAA policies and procedures are adhered to by staff.
- Assist in career development of practice employees through ongoing coaching, counseling and training.
- Oversees weekly payroll thru UKG New including the resolution of payroll issues.
- Evaluates, develops, and implements systems and procedures designed to maximize practice operations. Regularly evaluates and analyzes practice performance metrics to ensure optimal outcomes.
- Collaborates with practice leaders on the preparation of the practices annual budget.
Supervisor/Practice Coordinator
Brigham Women's Hospital
Boston, MA
05.2021 - 06.2024
- Provide leadership and supervision to 30+ FTE.
- Provide backup support for the Practice Manager.
- Manage and process weekly payroll thru Kronos/UKG.
- Approve time off and ensure adequate coverage.
- Provide ongoing support for day-to-day operation and flow for the specialty clinic.
- Assist in hiring, onboarding of new staff.
- Perform performance evaluation/correction action procedures.
- Address staffing issues, room assignments, supply, and equipment.
Patient Service Coordinator III
Massachusetts General Hospital
Boston, MA
03.2018 - 05.2021
- Perform all duties and responsibilities of a Patient Service Coordinator I and II
- Provide administrative support to providers including correspondence on behalf of physician.
- Work alongside physicians and medical assistants to provide quality medical care.
- Create and manage physician schedules by editing, opening and closing physicians work templates.
- Utilize EPIC for billing, in-basket management, scheduling, referrals, triage calls to nurses, physicians, nurse-practitioners, social-worker and case manager.
- Managed prescription refill requests in a timely manner.
- Provide recommendations, suggestions and solutions to improve daily workflows.
Patient Service Coordinator II
Massachusetts General Hospital
Boston, MA
02.2000 - 03.2018
- Provide excellent customer service by greeting and checking in patients in a courteous manner for various Imaging modalities.
- Adhere to policies and procedures by confirming all patient demographics, financial and clinical data elements.
- Process formalities and other institutional forms.
- Managed high-volume phone lines, triage calls.
- Problem solves customer service issues within Imaging Department.
- Provide cross coverage throughout 7 outpatient Imaging department.
Financial Clearance Specialist
Massachusetts General Hospital
Boston, MA
02.2000 - 03.2018
- Resolve over $150,000 of rejected and denied claims for Imaging Department.
- Utilized ICD-10 and CPT coding for inpatient and outpatient charges.
- Train new staff.
- Bill and create accounts in PATCOM/Epic System.
- Problem solved Suspense file billing in PATCOM/Epic System.
Education
MBA - Healthcare Management, Human Resource Management
Fitchburg State University
Fitchburg, MA12-2021
B.S. Bachelors - Leadership Management
Northeastern University
Boston, MA05-2017
A.S Associate - Science with Management Option
Bunker Hill Community College
Charlestown, MA12-2014
Skills
- Staff Management & Leadership
- Process Improvements
- Strategic Problem Solving
- Analytical/Critical Thinking
- Team Collaboration
- Staff Training and Development
- Policy Development & Implementation
- Time management
Timeline
Practice Manager
Massachusetts Eye & Ear
07.2024 - Current
Supervisor/Practice Coordinator
Brigham Women's Hospital
05.2021 - 06.2024
Patient Service Coordinator III
Massachusetts General Hospital
03.2018 - 05.2021
Patient Service Coordinator II
Massachusetts General Hospital
02.2000 - 03.2018
Financial Clearance Specialist
Massachusetts General Hospital
02.2000 - 03.2018
B.S. Bachelors - Leadership Management
Northeastern University
A.S Associate - Science with Management Option
Bunker Hill Community College
MBA - Healthcare Management, Human Resource Management
Fitchburg State University