Kelly Engel
Charlotte,NC
Summary
Dynamic healthcare administrator driving operational efficiency and patient satisfaction through strategic appointment coordination and bi-monthly revenue analysis. Achievements include reduced aging balances and improved collections performance. Dedicated to enhancing workflows and delivering exceptional patient experiences in fast-paced environments.
Overview
7
7
years of professional experience
Work History
Practice Manager
Integrated Healthcare Centers
12.2024 - 01.2026
- Managed operations and functions of Integrated Healthcare Center Chantilly location, ensuring seamless patient care and operational efficiency.
- Streamlined provider scheduling and implemented an effective cancellation policy, enhancing productivity, improving patient retention, and minimizing operational disruptions.
- Verified insurance eligibility and confirmed 30–36 patient appointments daily, reducing no-shows, improving schedule utilization, and strengthening cash flow.
- Performed bi-monthly revenue analysis and monthly A/R audits to reduce aging balances and improve collections performance.
- Conducted detailed audits of therapies and treatments, ensuring compliance and accuracy in billing processes.
- Educated patients on insurance benefits, deductibles, copays, Medicare chiropractic coverage, and EOB interpretation, improving financial transparency and reducing billing confusion.
- Trained and mentored clinical assistants and office administrators on therapy protocols and workflow strategies, fostering a patient-centered culture and enhancing team performance.
Office Administrator
Integrated Healthcare Centers
04.2022 - 12.2024
- Part-time Office Administrator and Healthcare Administrator at Integrated Healthcare Centers, Ashburn, VA, supporting front-office operations, revenue cycle processes, and clinical workflow efficiency.
- Oversaw patient registration, insurance verification, financial processing, and recordkeeping to ensure accurate billing and compliance with payer requirements.
- Coordinated communications, financial processing, registration, recordkeeping, and other administrative functions.
- Implemented structured appointment cancellation and waitlist system, reducing no-shows and enhancing schedule utilization.
- Co-developed and launched formal accounts receivable tracking process, increasing visibility into outstanding balances and improving billing accuracy.
- Strengthened revenue capture by identifying and correcting unrecorded payments and recovering outstanding patient deductibles.
Lead Chiropractic Assistant
Ashburn Chiropractic & Rehab
04.2021 - 01.2022
- Led team of chiropractic assistants, coordinating staffing schedules and daily clinic operations to maintain clinical coverage and ensure continuity of patient care.
- Facilitated daily clinical team huddles to coordinate patient flow, align treatment priorities, and optimize workflows to support efficient, patient-centered care delivery.
- Provided direct patient support by assisting with therapeutic services, capturing patient feedback, and accurately documenting clinical progress to support individualized treatment plans and care continuity.
- Streamlined payroll processing and staff timekeeping, enhancing operational efficiency and ensuring compliance within the healthcare practice.
- Ensured exam rooms and medical equipment were sanitized and restocked to promote a hygienic and efficient clinical setting.
- Coordinated payroll data entry and processing for 6 employees, ensuring adherence to company guidelines and timely compensation.
Clinical Behavioral Technician
The Center for Autism and Related Disorders
06.2020 - 12.2020
- Collected, analyzed, and reported patient data to guide treatment decisions, monitor outcomes, and improve overall care team efficiency.
- Implemented structured interventions and creative engagement strategies to optimize therapy workflows, enhancing patient adherence and satisfaction.
- Maintained accurate patient records, tracked therapy progress, and ensured compliance with clinical documentation standards to support clinic operations.
- Documented progress and adhered to prescribed behavior plan to maintain accurate records.
Sales & Service Representative
The Fitness Equation
08.2019 - 02.2020
- Drove team revenue totals by bringing in top sales numbers.
- Delivered exceptional customer service by utilizing product knowledge to create welcoming, positive experiences.
- Guided clients in wellness and healthy lifestyle choices through personalized support and responsive assistance.
- Conducted surveys and provided insights that improved client experience and engagement in programs.
Branch Sales & Service Representative
PNC Financial Services
10.2018 - 08.2019
- Delivered front-line client support, addressing inquiries and account services to enhance understanding and satisfaction.
- Guided clients through processes, fostering transparency and trust in service delivery.
- Collaborated with team members to streamline workflows, improve service delivery, and maintain a consistent, client-centered environment.
- Educated clients on digital tools and resources to help them explore solutions for achieving financial goals.
Education
Bachelor of Science - Health Administration
George Mason University
Fairfax, VA05-2024
Associate of Science - General Studies
Northern Virginia Community College
Sterling,VA05-2021
Skills
- Billing and collections proficiency
- Receivables management
- Benefits verification and eligibility
- Patient support strategies
- EHR systems expertise
- HIPAA compliance
- Workflow enhancement
- Process optimization
- Healthcare operations management
- Problem-solving in healthcare administration
- Effective communication skills
- Detail-oriented approach
Accomplishments
- Promoted to Practice Manager in recognition of consistent performance, operational impact, and leadership capability.
- Increased collections and accelerated approval timelines for Veterans Affairs and Personal Injury cases by implementing a formal tracking and documentation system, standardizing communication, and reducing payment write-offs from 50% to 10%.
- Achieved a 5-Star customer service rating at PNC Financial Services by resolving issues efficiently and maintaining strong client relationships.
Timeline
Practice Manager
Integrated Healthcare Centers
12.2024 - 01.2026
Office Administrator
Integrated Healthcare Centers
04.2022 - 12.2024
Lead Chiropractic Assistant
Ashburn Chiropractic & Rehab
04.2021 - 01.2022
Clinical Behavioral Technician
The Center for Autism and Related Disorders
06.2020 - 12.2020
Sales & Service Representative
The Fitness Equation
08.2019 - 02.2020
Branch Sales & Service Representative
PNC Financial Services
10.2018 - 08.2019
Bachelor of Science - Health Administration
George Mason University
Associate of Science - General Studies
Northern Virginia Community College