Kayla Case
Leesburg,FL
Summary
Results-oriented leader offering 10+ years experience in primary care. History of implementing successful improvements to department and leading changes by example.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Practice Support Supervisor
The Villages Health
11.2021 - Current
- Established clear performance expectations by sending out monthly communication to team, resulting in improved accountability and 98% completion of EPV visits within Medicare Advantage patients at Lake Deaton for 2024.
- Spearheaded cross-functional initiatives at Lake Deaton aimed to improve retention of practice support team members, resulting in 2 team members growth to Supervisor roles and Medical Assisting roles.
- Collaborated with Care Center leadership to maintain a understanding of budgetary goals and constraints leading to Lake Deaton accomplishing the 2024 expected budget goals.
- Collaborated with Human Resources to transition the team member recognition Cheers for Peers program to electronic capabilities resulting in at least 40% participation increase throughout organization.
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies resulting in 100% TOS collections for Lake Deaton and Eastport consistently.
- Resolved monthly patient complaints professionally, retaining patient and allowing organization to benefit from long term revenue.
- Mentored 3 new Practice Support Supervisors at TVH resulting in an improved understanding of job duties at multiple care centers.
- Developed effective communication channels within the team to improve decision-making process and problem-solving abilities between Supervisors at TVH.
Manager
HCA Healthcare
10.2018 - 11.2021
- Collaborated with other office managers and the regional manager to reduced operational costs through comprehensive process improvement initiatives and resource management during COVID this resulted in a 30% decrease in expected overages of operational costs.
- Oversaw inventory management, optimizing stock levels, and reducing waste during COVID such as mask management and other PPE control.
- Collaborated with Business office managers such as Billing and IT and assisted in the development of telehealth protocols and procedures, contributing to the overall success of operational access, for patients resulting in a 85% retention rate of patient care converting in person appts to telehealth.
- Collaborated with Medical Director to enhanced operational performance by identifying areas of improvement and implementing change management strategies where needed such as identifying new collaborations with community resources.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to Regional manager to achieve expected budgetary goals.
Clinical Lead
Florida Heart and Vascular
01.2015 - 10.2018
- Provided expert guidance on clinical issues during multiple provider team meetings, contributing to informed decision-making and best practice implementation.
- Mentored 5+ junior staff members, fostering a supportive learning environment and enhancing their professional growth.
- Promoted a culture of safety within the office by initiating infection control training and advocating for risk reduction strategies among staff members resulting in a decrease of 85% prevention
- Championed continuous improvement initiatives within the departments, leading to more efficient practices and resource utilization and being asked to retrain establish staff by providers.
Medical Assistant
Premier Medical
01.2011 - 01.2015
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Obtained client medical history, medication information, symptoms, and allergies.
- Built strong relationships with patients through effective communication skills that foster trust in the clinic''s commitment to quality care.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
Education
Bachelor of Science -
Rasmussen College
01-2021
Associate of Science -
Southern Technical College
01-2011
Skills
- Lean Six Sigma Certified
- Medicare Advantage Knowledge
- Provider Scheduling Management
- Process Mapping
- Quality Metrics Knowledge
- Root Cause Analysis
- Power BI experience
- Change Management
- Task delegation
- Teamwork and collaboration
- E-Clincial Works and Athena Experience
Certification
Lean Green Belt Lean Six Sigma Certification- 2024
Timeline
Practice Support Supervisor
The Villages Health
11.2021 - Current
Manager
HCA Healthcare
10.2018 - 11.2021
Clinical Lead
Florida Heart and Vascular
01.2015 - 10.2018
Medical Assistant
Premier Medical
01.2011 - 01.2015
Bachelor of Science -
Rasmussen College
Associate of Science -
Southern Technical College
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