Karsen Lewis

Serve as second-in-command for a $4M+ location, directing daily operations while assuming full Store Manager responsibilities during leadership absences. Lead operational execution, employee development, staffing strategy, and customer experience while partnering with district leadership to drive business performance.

• Lead, coach, and develop 4 direct-report leaders and 10 associates, overseeing hiring, onboarding, performance management, and succession planning.
• Increased customer conversion by 22%, (current 54%) contributing to a Top 20 national ranking through operational improvements, strategic coaching, and KPI analysis.
• Analyze labor, operational, and performance metrics to improve staffing effectiveness, productivity, and customer experience.
• Developed operational workflows that strengthened accountability, streamlined execution, and improved overall team performance.
• Partner with district leadership to execute operational initiatives while maintaining brand standards and organizational excellence.
• Earned Zero Corrections during executive operational and visual audits.

Served as the lead operational resource across four Patient Access departments while supporting Business Office operations in a high-volume specialty hospital. Selected to participate in hospital-wide quality initiatives focused on regulatory compliance, operational excellence, and Joint Commission readiness.

Key Contributions

• Served on the Joint Commission Readiness Task Force, partnering with hospital leadership to prepare departments for accreditation through compliance audits, corrective action planning, and operational readiness.
• Conducted hospital-wide operational audits evaluating HIPAA compliance, documentation accuracy, patient registration, and departmental workflows.
• Audited 25+ patient charts daily, identifying documentation deficiencies, compliance risks, and workflow improvement opportunities.
• Presented audit findings and operational recommendations during weekly leadership meetings with the Business Office Director to improve departmental performance.
• Floated between four Patient Access departments while providing operational support wherever staffing assistance or workflow expertise was needed.
• Cross-trained across every Patient Access function within the hospital while training new and existing employees on hospital systems, registration processes, and workflow best practices.
• Assisted Business Office operations with insurance claims, patient accounts, and revenue cycle support.

Managed all front-office operations supporting five physicians while serving as the sole administrative coordinator for a high-volume corporate healthcare clinic. Became the organization's primary operational resource for front-office workflows, SOP implementation, patient access, and employee development.

Key Contributions

• Independently directed all front-office operations while coordinating scheduling, patient registration, insurance verification, medication refill requests, referrals, physician communication, and medical documentation.
• Designed organizational systems and standardized workflows that improved operational efficiency and became the model for new front-office employees.
• Selected as the organization's Subject Matter Expert for front-office operations, SOP implementation, workflow execution, and patient experience.
• Trained 20+ Front Office Coordinators and Medical Assistants before placement at clinics throughout the organization.
• Served as the primary operational resource supporting multiple clinics and the centralized call center, providing guidance on complex workflow questions and organizational policies.
• Audited patient charts, charges, and documentation to ensure HIPAA compliance, billing accuracy, and regulatory standards.
• Collaborated directly with nursing leadership to improve SOPs, operational communication, workflow efficiency, and clinic performance.
• Recognized by the former CEO for operational excellence, process improvements, and contributions to improving the patient experience.