KAYLA B O W E R Y
King William,VA
Summary
Strategic Healthcare Operations Leader with expertise in driving membership growth and retention. Skilled in lead conversion and member relationship management while enhancing operational efficiency through cross-functional collaboration. Focused on staff training, performance management, and process improvement to elevate patient experience and support practice expansion.
Overview
9
9
years of professional experience
Work History
Membership & Member Experience Manager
WellcomeMD
RICHMOND, Virginia
10.2024 - Current
- Drove practice growth by qualifying prospective member leads and aligning services with health goals.
- Cultivated relationships with existing members to enhance retention and drive referrals.
- Managed retention initiatives to mitigate terminations through member engagement and Operations collaboration.
- Converted inquiries into memberships, documenting interactions in HubSpot to streamline follow-up.
- Ensured seamless onboarding for new members through partnerships with Office Managers and clinical staff.
- Identified service gaps with Operations to improve service delivery and member satisfaction.
- Collaborated with Marketing to plan and participate in events that boost brand awareness.
- Conducted calls to address concerns and reinforce member satisfaction.
Assistant Operations Manager
WellcomeMD
Richmond, VA
03.2021 - 10.2024
- Developed and managed MSR training programs, conducting monthly follow-ups to enhance skill development and service quality.
- Monitored front office team performance to ensure accuracy and operational efficiency.
- Evaluated staff performance, providing constructive feedback at regular intervals.
- Identified and implemented enhancements to front desk operations, improving customer service efficiency.
- Assisted in interviewing MSR candidates and facilitated orientation on key policies.
- Reviewed patient concerns to uphold high-quality care and recommend corrective actions.
- Supported Membership Directors during absences, ensuring seamless operational continuity.
PSR & Referral Coordinator
PartnerMD
Richmond, VA
05.2017 - 03.2021
- Coordinated weekly referral appointments for 200+ patients across three locations, enhancing access to care.
- Managed daily schedules for four to six doctors to optimize patient flow and minimize wait times.
- Verified patient insurance information by contacting insurers for coverage details.
- Updated and maintained patient records per legal regulations and provider requirements.
- Performed front-office support duties, including patient check-in and check-out.
- Provided exceptional customer service in response to inquiries and requests.
- Facilitated medical record releases in compliance with HIPAA guidelines, ensuring patient confidentiality.
- Demonstrated leadership by taking charge of projects to drive improvements. to lead the retrieval and review of patient medical records.
Education
High School Diploma -
Varina High School
Richmond, VA07.2012
Skills
- Team management and leadership
- Patient data systems
- Professionalism under pressure
- Member relations and services
- Financial tracking and reporting
- Schedule coordination
- Customer relationship management
- Retention strategies
- Staff training and development
- Operational efficiency improvement
- Conflict resolution
- Problem-solving skills
- Cross-functional collaboration
- Operations management
- Administrative reporting
- Multitasking proficiency
- Documentation expertise
- CRM software proficiency
References
References available upon request.
Timeline
Membership & Member Experience Manager
WellcomeMD
10.2024 - Current
Assistant Operations Manager
WellcomeMD
03.2021 - 10.2024
PSR & Referral Coordinator
PartnerMD
05.2017 - 03.2021
High School Diploma -
Varina High School