Keisha Johnson
Stockbridge,GA
Summary
Seasoned healthcare management professional with 30 years in business operations, human resources, and front office administration. Led teams in streamlining processes and enhancing patient and staff satisfaction. Specialized in financial management, compliance, and strategic initiatives to optimize operational efficiency. Committed to staff training and recruitment, fostering collaboration to elevate healthcare facility performance.
Overview
19
19
years of professional experience
Work History
Lead Front Office Coordinator-Supervisor
Piedmont Atlanta Hospital
Atlanta, GA
06.2023 - Current
- Oversaw daily operations of patient care teams to ensure quality service for large physician practices.
- Provided high-level administrative and operational support to the Chief of Surgeon's at Piedmont Atlanta Hospital for General Surgery Department, enhancing departmental efficiency.
- Managed office personnel schedules and implemented coverage for increased work demands or unexpected absences.
- Led weekly team meetings to discuss progress, address issues, and plan future actions.
- Directed onboarding orientation for new and temporary staff after recruiting, interviewing, and selecting employees to fill vacant roles.
- Trained new staff on front office procedures and customer service standards.
- Facilitated communication between patients and healthcare providers to improve care coordination.
- Implemented strategies to improve patient flow in the waiting area consistently.
- Resolved patient issues and inquiries promptly, ensuring satisfaction and maintaining trust.
- Maintained patient records with strict adherence to confidentiality and privacy regulations. Updated information in electronic systems.
- Conducted daily audits of front office operations to ensure accuracy in patient registration, scheduling, and insurance documentation.
- Processed insurance forms and verified patient coverage, reducing billing errors and delays.
- Increased departmental revenue-cycle metric performance from 20% to 100% by improving collection and tracking processes for previous account balances, copayments, self-payments, no-show cancellation fees, and same-day cancellation fees.
- Identified opportunities for process improvements, leading to cost reductions and increased productivity.
- Collaborated with other supervisors to align efforts and achieve departmental goals.
- Developed and implemented operational policies and procedures to ensure efficiency and accuracy of workflows.
- Controlled budget for the department, ensuring all expenses stayed within allocated funds.
Business Office Manager/ABOM/HR Manager/Account Executive - Payables and Receivables
Fayetteville Center for Nursing and Healing
Fayetteville, GA
12.2017 - 05.2023
- Directed daily business office operations to support efficient workflow and productivity within healthcare facility.
- Managed billing activities and supported accurate patient invoicing and collections.
- Oversaw financial administration, including private pay allocations, Managed Care Payors, Medical billing, CMS compliance, and resident fund management services trust accounts.
- Supervised office staff, including hiring, training, performance reviews, and career development support. Accessed accounts receivable and flagged delinquent or irregular accounts.
- Monitored payroll by verifying hours and calculating earnings to ensure timely and accurate employee compensation.
- Maintained confidential employee records, including payroll discrepancies, vacation balances, and benefits information.
- Handled human resources responsibilities by conducting new hire orientation and onboarding processes.
- Investigated employee performance issues, identified root causes, and supported resolution efforts.
- Facilitated communication among management, staff, residents, families, and outside vendors to enhance collaboration.
- Trained staff on office policies, procedures, and healthcare compliance requirements.
- Prepared and presented reports covering office performance, challenges, and improvement strategies.
- Processed invoices, purchase orders, and related business paperwork.
- Supported travel and expense processing by collecting receipts, coding charges, and submitting worksheets.
- Negotiated vendor, supplier, and service agreements to control costs.
- Coordinated scheduling and logistics for meetings, appointments, and special events to ensure seamless operations.
- Reviewed financial documents through audit activities to confirm compliance with budgeting protocols.
- Managed office supply inventory and arranged timely ordering of low-stock items to support daily operations.
- Processed invoices, purchase orders, and related business paperwork.
Fast Solution Office Administrator/Business HR Manager
Fastenal Fulfillment Center
Atlanta, GA
01.2015 - 12.2017
- Directed HR programs, policies and processes to improve operational efficiency.
- Delivered HR consultation to leadership and department heads, aligning HR strategies with organizational goals.
- Recruited, interviewed and selected employees to fill vacant roles.
- Created job postings, tracked applicants and maintained applicant database.
- Organized orientation sessions for new hires and provided them with onboarding information.
- Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing HR training.
- Discussed job performance problems with employees, identifying causes and issues to find solutions.
- Conducted exit interviews to gather insights for improving employee retention and workplace culture.
- Provided guidance on labor law compliance issues such as FMLA, ADA, Title VII.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Coordinated interdepartmental schedules and meetings to enhance communication and collaboration.
- Organized team building activities to foster collaboration among staff members.
- Managed office supplies and inventory for efficient daily operations.
- Composed correspondence such as letters, emails, memos, reports and other documents.
- Handled processing of financial documents, ensuring accuracy and compliance with policies., contracts, expense reports and invoices.
- Monitored office equipment maintenance contracts ensuring all equipment is serviced regularly according to manufacturer's guidelines.
- Used specialized accounting software to debit, credit and total accounts on computer spreadsheets and databases.
- Managed service agreements and purchase orders to drive budget performance and meet schedule requirements.
- Prepared presentations using Microsoft Office applications such as Word, Excel, and PowerPoint.
Medical Assistant Internship
Southeastern Endocrine and Diabetes
Roswell, Georgia
09.2010 - 09.2011
- Assisted healthcare providers with patient examination and procedures.
- Monitored vital signs and documented changes in patient conditions promptly.
- Administered injections, medications, and treatments following physician instructions.
- Collected and processed laboratory specimens for accurate testing results.
- Scheduled appointments and coordinated patient referrals, facilitating timely access to specialized care for patients.
- Managed patient records using electronic health record systems, ensuring accuracy and accessibility for healthcare providers.
- Verified patient coverage details by communicating with insurance providers, enhancing clarity and reducing delays in treatment.
- Adhered to HIPAA regulations regarding the safeguarding of confidential patient information at all times.
- Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
Network Operations Center Engineer
Sprint
Sandy Springs, Georgia
01.2008 - 08.2010
- Monitored network performance and identified potential issues in real-time.
- Coordinated incident response and escalated critical network outages, facilitating timely resolution by appropriate teams.
- Configured, installed, tested, and maintained network devices such as routers, switches, firewalls, and wireless access points.
- Conducted routine system checks to ensure optimal operation of network infrastructure.
- Triaged incoming support tickets, prioritizing requests based on severity to minimize operational disruptions.
- Documented technical procedures and maintained records of incidents and resolutions, ensuring compliance and knowledge retention.
- Trained junior engineers on network monitoring tools and best practices for incident management.
- Maintained up-to-date asset management records, recording new procurements, hardware assignments, and asset recoveries.
- Coordinated with vendors on maintenance activities of network equipment.
- Provisioned new IT assets and confirmed new installations met established IT standards.
- Expanded and edited content to expedite future support tasks surrounding network operations and collaborative IT knowledge-base.
Education
Bachelor of Science - Health Science/Health Care Management
Clayton State University
Morrow, GA05-2019
Associate of Science - Business Leadership Certificate
Emory University Goizueta Business School
Atlanta, GA05-2017
Associate of Applied Science - Certified Medical Assistant Certification
Sanford Brown College
Atlanta, GA09-2010
Skills
- Executive-Level Support
- Front Office Management, Front Office Operations
- Business Administration
- Human Resources Management
- Recruitment, Hiring, and Onboarding
- Kronos Timekeeper, Peoplesoft HR/ESS, SmartLinx
- Employee Training and Development
- Calendar and Schedule Management
- Time Management Proficiency
- Team Leadership, Team Building
- Relationship Building
- Work delegation, Workflow Oversight
- Decision-Making, Problem Solving
- Departmental Support, Goal Setting
- Exceptional Communication
- Documentation and Recordkeeping
- Performance Improvement
- Compliance Regulations, Enforce Policies, Auditing
- Medical Billing
- Billing and Collections
- Office Supplies Inventory Management
- Cross-Functional Collaboration
- Expense Reporting, Cost Reduction Strategies
- Revenue Cycle Management
- Manage Care Payors Verification, Pre-Cert/Authorizations
- Patient Scheduling
- EPIC/MyChart, Athena Health
- Patient Care Coordination
Timeline
Lead Front Office Coordinator-Supervisor
Piedmont Atlanta Hospital
06.2023 - Current
Business Office Manager/ABOM/HR Manager/Account Executive - Payables and Receivables
Fayetteville Center for Nursing and Healing
12.2017 - 05.2023
Fast Solution Office Administrator/Business HR Manager
Fastenal Fulfillment Center
01.2015 - 12.2017
Medical Assistant Internship
Southeastern Endocrine and Diabetes
09.2010 - 09.2011
Network Operations Center Engineer
Sprint
01.2008 - 08.2010
Bachelor of Science - Health Science/Health Care Management
Clayton State University
Associate of Science - Business Leadership Certificate
Emory University Goizueta Business School
Associate of Applied Science - Certified Medical Assistant Certification
Sanford Brown College