Keri Hanson-Stephenson
Roanoke,TX
Overview
26
26
years of professional experience
Summary
Dedicated and empathetic Medical Assistant offering experience in direct patient care and medical office management experience. Committed to obtaining highest level of patient satisfaction. Dedicated to complying with regulatory and practice standards. Cultivates trust and rapport with patients through excellent communication and interpersonal skills.
Work History
Clinic Office Manager
VALORA MEDICAL GROUP
SOUTHLAKE, TX
08.2022 - Current
- ASSIST PATIENTS WITH THEIR CONCERNS AND REPORT ANY UNRESOLVED CONCERNS TO MANAGEMENT
- HELP IDENTIFY ISSUES WITH ORGANIZATIONAL STRUCTURE AND PROCESSES AND CONTRIBUTE TO OVERALL IMPROVEMENTS ACROSS ALL CENTERS
- LEAD PROCESS OF RECRUITING, INTERVIEWING, SELECTING, EVALUATING, COACHING, AND TRAINING NEW TEAM MEMBERS
- MANAGE PROVIDER SCHEDULING AND CANCELLATIONS, ENSURING OPTIMAL SERVICES ARE RENDERED TO ALL PATIENTS
- MAINTAIN EFFECTIVE COMMUNICATION WITH TEAM MEMBERS ON CHANGES AND UPDATES TO PROVIDER SCHEDULES
- COORDINATE ACTIVITIES SUCH AS PATIENT RECRUITMENT EVENTS, HOLIDAY EVENTS, AND OTHER MISCELLANEOUS ACTIVITIES WITH THE ACTIVITY WELLNESS MANAGER
- SUPERVISE THE PATIENT REGISTRATION PROCESS FOR ACCURACY INCLUDING VERIFICATION OF INSURANCE, WAIVERS, ASSIGNED PROVIDERS, ETC
- SUPERVISE ONBOARDING OF NEW PATIENTS, INCLUDING INITIAL OUTREACH, NEW PATIENT FORMS, THE ORIENTATION OF HEALTHCARE FACILITY, REQUESTS FOR MEDICAL RECORDS, AND PATIENT FEEDBACK
- MANAGE PATIENT FLOW ALONG WITH THE MEDICAL ASSISTANT LEAD
- OVERSEE AND MAINTAIN EMPLOYEE TIMECARDS, PTO REQUESTS, ETC
- ENSURE COMPLIANCE WITH ALL LICENSING INCLUDING LOCAL, STATE, AND FEDERAL REGULATORY AGENCIES RELATED TO CLINICAL SERVICES
- OVERSEE MORNING CLINICAL HUDDLES AND DAILY COMMUNICATIONS REGARDING PATIENT CARE
- COMPLETE DAILY, WEEKLY, AND MONTHLY REPORTS ON CLINIC KEY PERFORMANCE INDICATORS
- CONDUCT DAILY INSPECTIONS OF THE FACILITY
- SUPERVISE INVENTORY OF MEDICAL AND OFFICE SUPPLIES AND PLACE ORDERS AS NEEDED
- MONITOR TRANSPORTATION SCHEDULE AND SEND APPOINTMENT INFORMATION TO PATIENT DRIVERS IN A TIMELY MANNER
- ENSURE THAT PHONES ARE ANSWERED IN A PROFESSIONAL AND TIMELY MANNER
- REVIEW PATIENT EXPERIENCE SURVEYS AND DEVELOP CORRECTIVE ACTION PLANS AS NEEDED
- PULL DAILY TASK REPORTS (E.G., LABS, REFERRALS, DOCUMENTS, REFILL REQUESTS, TELEPHONIC ENCOUNTERS, ANSWERING SERVICE NOTIFICATIONS, ETC.) AND FOLLOW UP WITH TEAM MEMBERS ON ANY OPEN OR UNRESOLVED TASKS
- MAINTAIN A CLEAN, ORGANIZED, AND SAFE ENVIRONMENT
- REPORT ACCIDENTS, INJURIES, AND ILLNESSES WITHIN 24 HOURS OF OCCURRENCE
- FOLLOW AND ENFORCE COMPANY POLICIES AND PROCEDURES
- LEAD BY SETTING AN EXAMPLE FOR ALL TEAM MEMBERS
- PROTECT THE ORGANIZATION’S VALUES AND PRINCIPLES BY KEEPING INFORMATION CONFIDENTIAL AND CURRENT.
- Checked on employee work regularly to verify compliance with OSHA, HIPAA and office-specific standards governing quality patient care.
- Verified and administered employee timesheets to maintain accurate payroll.
- Communicated with patients with compassion while keeping medical information private.
- Measured vital signs and took medical histories to prepare patients for examination.
- Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
- Educated patients about medications, procedures and physician's instructions.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
- Followed principles of asepsis and infection control to meet patient safety guidelines.
- Performed preliminary physical tests to accurately record results in patient history summary.
- Administered rapid tests for COVID and strep to help clinical staff assess conditions.
Clinic Office Manager
QTC MEDICAL GROUP
Colleyville, TX
11.2020 - 08.2022
- RESPONSIBLE FOR THE DAY TO DAY “FRONT AND BACK OFFICE” OPERATION OF A MEDICAL CLINIC, PLANNING AND COORDINATING THE WORK ASSIGNMENTS OF ALL CLINIC STAFF, ENSURES EXCELLENT QUALITY, TIMELINESS, AND CUSTOMER SERVICE THROUGHOUT THE ENTIRE CLAIMANT AND CUSTOMER EXPERIENCE, PARTICIPATES IN THE PHYSICIAN RECRUITMENT, ORIENTATION, RELATIONS, AND RETENTION PROCESS, ASSISTS IN THE CREATION AND IMPLEMENTATION OF ALL POLICIES, PROCEDURES, GOALS, AND OBJECTIVES, ENSURES STRICT CONFIDENTIALITY OF ALL MEDICAL RECORDS, PHI AND PII, RESPONSIBLE FOR MANAGING A CLINIC, BUDGET TO INCLUDE MEDICAL AND OFFICE SUPPLY INVENTORY ,RESPONSIBLE FOR ENSURING ALL MEDICAL EQUIPMENT IS CALIBRATED, ASSIST AS NEEDED IN THE MEDICAL ASSISTANT ROLE.
- Measured vital signs and took medical histories to prepare patients for examination.
- Obtained blood samples for medical testing and transfusion through venipuncture or capillary puncture.
- Centrifuged blood specimens in test tubes and capillary tubes to separate cells and sediment from blood serum.
- Tested patient cardiac activity with specialized equipment to conduct tests such as echocardiograms, phonocardiograms and electrocardiograms.
- Assisted in training technicians, medical students or other staff members.
Practice Manager
HCA PHYSICIAN SERVICES GROUP Flower Mound/Lewisville
Las Colinas, TX
08.2019 - 09.2021
- Surgical Care of North Texas and Surgical Care of Las Colinas
- Planning, developing, organizing, implementing and directing the day-to-day functions of the clinics and its programs and activities, Implementation of written policies and procedures that govern the operations of 4 clinic locations, Maintaining an excellent working relationship with the medical profession, providers, and other health related facilities and organizations, Responsible for development and maintenance of practice budget, Coordinates continuity of patient care with external healthcare organizations and facilities and referrals from the primary care provider to a specialty care provider, Recruits, interviews, selects, and hires practice personnel, supervisors and staff members, payroll, chart audits, 30/60/90 day evals, yearly evals, staff conflict resolution, patient complaint management and resolution, team building, coaching and mentoring, LEAN management, process improvements including RPIW’s and standard work, ensuring patient satisfaction including high standards for clinic goals and measures, staff schedules, Member of the Lewisville and Flower Mound Chamber of Commerce, Productivity and Marketing.
- Communicated with professionalism and compassion when interacting with surgical team and patients.
- Exhibited confidence to work extremely well under pressure and with variety of physicians of different temperaments.
- Performed pre-operative and post-operative examinations to check patients' vitals and health status.
- Assisted surgeons in variety of minor and major surgical procedures.
- Follows complex and comprehensive verbal and written instructions.
- Actualized inventory management procedures to control medications and supplies as well as to rotate stock and remove expired medications.
- Educated patients on diagnoses, treatment plans and post-operative care by providing instructions on medication self-administration and home care.
- Identified professional development opportunities and led training.
Medical Assistant Supervisor
HEALTHPOINT
AUBURN, WA
04.2014 - 03.2017
- Oversee 14 Medical Assistants, Assist in direct patient care and surgical procedures, training of all new medical assistants and medical assistant students, HR audits and duties to including hiring of new back office staff, payroll, chart audits, 30/60/90 day evals, yearly evals, staff conflict resolution, patient complaint management and resolution, team building, coaching and mentoring, LEAN management, process improvements including RPIW’s and standard work, ensuring patient satisfaction including high standards for clinic goals and measures, staff schedules, quality control for 2 labs, vaccines for children contracts and management
- Performed nursing assessments and collected patient medical histories to help determine proper diagnosis.
- Used NextGen to update electronic medical records with relevant patient information, laboratory test results and clinician orders.
- Cared for clinic patients by administering medications and treatments for various conditions.
- Documented patient medical histories, current symptoms and vitals.
- Measured and recorded patient height, weight and other vital signs.
- Communicated effectively with patients and loved ones to explain diagnoses, treatment options and procedures.
- Educated clients, patients and caregivers on medical diagnoses, treatment options, chronic disease self-management and wound management.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Directed implementation of improved patient care and documentation methods and procedures to achieve quality objectives.
- Performed triage to maximum team productivity and effectiveness.
- Taught prenatal classes to help educate expectant parents on labor stages and pain relief options.
- Evaluated fetal status by performing abdominal palpation and ultrasound examinations to estimate fetal weight, presentation and position.
- Recognized emergent obstetric and neonatal conditions and initiated appropriate measures.
- Developed individualized birth plans with mothers based on health concerns, desires and fears.
- Collaborated with community health programs to increase knowledge of available birthing methods and educate families.
- Performed basic physical assessments of newborns and infants.
- Observed strict safety measures, including checking medication dosages before administration to patients.
Medical Assistant/Surgical Tech
LIFE STYLE LIFT SEATTLE
Bellevue, WA
04.2011 - 04.2014
- Assisted plastic surgeons in over 1000 comedic procedures, plastic surgery consultant, pre-surgical patient and patient support education, pre-and post-cosmetic surgery photography, skin care product expert and sales, administer pre-op mild sedation and care management
- Set up equipment, tools and supplies for procedures and organize instruments as directed in surgeons' preference cards.
- Used hemostatic clamps, suture ligatures and electrocautery equipment to control bleeding.
- Analyzed patient chart data and identification to verify accurate information.
- Maintained proper sterile field during surgical procedures.
- Counted sponges, needles and instruments before and after operation.
- Handed instruments and supplies to surgeons and surgeons' assistants.
- Prepared dressings or bandages, applying or assisting with application following surgery.
Education
Sexual Health Education/High Risk Population Counseling
CENTRAL WASHINGTON UNIVERSITY
06.2008
Doula
Seattle School of Midwifery
Seattle, WA06.2003
Associate of Applied Science - Medical Assisting
Eaton Technical
Federal Way, WA09.1998
Some College (No Degree) - Premedicine
GRAYS HARBOR COLLEGE
Some College (No Degree) - Midwifery
SEATTLE SCHOOL OF MIDWIFERY
Skills
- Inventory and Supply Management
- Advanced Anatomy Knowledge
- Proper Sterilization Techniques
- Understands Medical Procedures
- Venipuncture and Phlebotomy
- First Aid/CPR
- Critical Thinking
- Supervision & Leadership
- Team Building
- Basic Life Support Certified
- Admissions and Discharge Processes
- Medical Terminology
- Educating Patients
- PPE Use
- Relationship Building
- Friendly, Positive Attitude
Accomplishments
- Created and wrote policy materials and provided them to all employees, ensuring that all staffers were educated properly and in the most convenient manner.
- Consistently maintained high customer satisfaction ratings.
- Recognized for outstanding customer service.
- Trained new staff on pediatric vaccine management and delivery
Affiliations
- Member, Small Business Association (2017 - 2021)
Timeline
Clinic Office Manager
VALORA MEDICAL GROUP
08.2022 - Current
Clinic Office Manager
QTC MEDICAL GROUP
11.2020 - 08.2022
Practice Manager
HCA PHYSICIAN SERVICES GROUP Flower Mound/Lewisville
08.2019 - 09.2021
Medical Assistant Supervisor
HEALTHPOINT
04.2014 - 03.2017
Medical Assistant/Surgical Tech
LIFE STYLE LIFT SEATTLE
04.2011 - 04.2014
Sexual Health Education/High Risk Population Counseling
CENTRAL WASHINGTON UNIVERSITY
Doula
Seattle School of Midwifery
Associate of Applied Science - Medical Assisting
Eaton Technical
Some College (No Degree) - Premedicine
GRAYS HARBOR COLLEGE
Some College (No Degree) - Midwifery
SEATTLE SCHOOL OF MIDWIFERY