Kim Le
Arlington,TX
Summary
A versatile, quality-oriented leader with over 20 years of healthcare experience in a hospital and ambulatory setting. Proficient leadership skills with a strong background in data collection and analysis, team building, change management, process improvement, and the revenue cycle. Dedicated to adding value to the organization's legacy to better serve the community.
Empowering healthcare leaders with a pragmatic approach to workflow coordination and conflict resolution. Energetic professional with many years of healthcare experience. Recruits and hires clinic staff to support exceptional patient care standards. Maintains strong rapport with healthcare providers, staff, and patients. Experienced nursing professional, bringing demonstrated clinical expertise, leadership skills and technical knowledge. Proficient in updating charts, monitoring medications and working with multidisciplinary teams to optimize patient care. Quality-driven and efficient with strong interpersonal abilities. Knowledgeable patient representative offers demonstrated skills in case management and service coordination. Expertly handles complaints, inquiries, and service questions to meet patients' access needs and correct problems related to care. Well-versed in policies, procedures, and standards.
Highly motivated employee with a desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills.
Overview
19
19
years of professional experience
Work History
Clinic Manager
Valley Family Primary Care, Residency Program w/OB
Renton, WA
08.2022 - 09.2024
- Cohesively partner with the Residency Program Director, Associate Program Director, and Clinic Director to support the residents academic curriculum and learning.
- Provide oversight of the financial management of the clinic, including fiscal year budgeting and forecasting.
- Oversee 22 staff and timecard approval for 67 employees: 1 clinic supervisor, 1 clinic coordinator, 2 RNCMs, 1 community health facilitator, 24 residents, 15 attendings, 6 preceptors, 1 program manager, and 1 administrative assistant.
- Ensured compliance with regulatory requirements related to HIPAA, PHI, and JCO regulations.
- Participated in meetings with internal stakeholders to discuss strategies for improving the services offered by the clinic.
- Participated in meetings with internal stakeholders to discuss strategies for improving the services offered by the clinic.
- Monitored clinic activities, such as billing, coding, and medical records maintenance.
- Managed the daily operations of the clinic, including scheduling appointments and assigning staff.
- Participate in meetings with stakeholders to contribute to process improvement and expand services.
- Ensured that patient care standards were met by providing training and guidance to healthcare professionals.
- Collaborated with physicians and other staff members to improve clinical processes and patient outcomes.
- Maintained effective communication with patients regarding their treatments, medications, and follow-up visits.
- Analyze the data from the Press Ganey patient survey results to identify areas for improvement to increase or sustain patient satisfaction, service recovery, and/or workflow changes.
- Review reports on operational performance metrics to measure efficiency levels.
- Assisted in developing marketing campaigns aimed at increasing awareness about the available services offered by the clinic.
- Organized educational seminars for healthcare professionals working at the clinic on topics such as infection control protocols or safety guidelines.
- Conduct annual performance reviews of existing policies and procedures related to patient care practices within the facility.
- Implemented policy changes and communicated information and procedures through organizational staff meetings.
- Strengthened and aligned daily operations with patient needs based on collected feedback and continuous improvement plans.
- Analyzed data from various sources to identify areas for improvement in patient satisfaction.
- Resolved customer complaints in a timely manner by following up on issues and taking corrective action when necessary.
- Completed detailed and efficient assessments of each patient to support the development of multidisciplinary treatment plans.
- Built work schedules and staff assignments, taking workload, space, and equipment availability into consideration.
- Explained policies, procedures, and services to patients.
- Maintained effective communication with patients regarding their treatments, medications, and follow-up visits.
- Explained policies, procedures, and services to patients.
- Built work schedules and staff assignments, taking workload, space, and equipment availability into consideration.
- Conducted periodic reviews of existing policies and procedures related to patient care practices within the facility.
- Oversee the ordering, purchasing, and maintenance of clinical equipment.
- Developed and implemented policies and procedures to comply with healthcare regulations.
- Provided oversight of the financial management of the clinic, including budgeting and forecasting.
- Implemented measures to reduce costs while maintaining high levels of quality care provided by the facility.
- Coordinated with external vendors and suppliers to procure needed equipment or supplies at competitive prices.
- Performed regular audits of patient charts to ensure the accuracy of information recorded in the medical records system.
- Participated in meetings with internal stakeholders to discuss strategies for improving the services offered by the clinic.
- Reviewed reports on operational performance metrics to measure efficiency levels.
- Provided oversight of the financial management of the clinic, including budgeting and forecasting.
- Developed and implemented policies and procedures for clinic operations.
- Managed the daily operations of the clinic, including scheduling appointments and assigning staff.
- Oversaw recruitment of new personnel for the clinic, conducting interviews and making hiring decisions.
Clinic Manager
MHS - TFM Admin/GME (Residency and APP Fellowship)
Tacoma, WA
11.2020 - 05.2022
- Developed rapport with faculty and fellows to sustain a cohesive Dyad partnership.
- Maintained effective communication with patients regarding their treatments, medications, follow-up visits.
- Oversaw recruitment of new personnel for the clinic, conducting interviews and making hiring decisions.
- Collaborated with physicians and other staff members to improve clinical processes and patient outcomes.
- Ensured that patient care standards were met by providing training and guidance to healthcare professionals.
- Provided oversight of financial management of the clinic, including budgeting and forecasting.
- Developed policies and procedures for the clinic to ensure quality service delivery.
- Identify, resolve, and redesign inefficient workflows to align processes for the Access Center, medical receptionists, nurses, and providers.
- Strengthened and aligned daily operations with patient needs based on collected feedback and continuous improvement plans.
- Review monthly departmental charges and identify if there are Account Payable errors: wages, property lease rental, medical and pharmaceutical supplies.
- Work on the current and following year's budget.
- Oversee 15 medical receptionists, 2 referral coordinators, and 1 procedural scheduler. Continuously deliver consistent coaching and mentoring to improve job efficiency and work development. Oversee a total of 4 clinics, 2 sub-category departments, and 5 different cost centers.
- Clinical oversight to devise and establish policies, procedures, and best practices in alignment with regulatory requirements.
- Contribute process improvement for TFM Family Practice (Residency Program), OB Access's Fellowship program, Multicare's OBGYN Associates, specialty clinic, and the APP Fellowship program.
- Develop and implement policies and procedures to standardize care.
- Order and maintain VFC, pharmacy and medical supplies. Submit purchase order requests based on par levels.
- Manage operations in accordance with budget requirements.
- Facilitate peer-to-peer conflict resolution.
- Hold patients accountable for inappropriate behaviors and placing patients on behavior agreements and/or discharge from practice.
- Interview APPs for the Nurse Practitioner Fellowship.
- Promote and encourage safety practices.
- Implement new hire training to further develop skills and delegate task prioritization.
- Run multiple reports to capture point-of-service collections and total encounters completed month-to-month and year-to-date. Run reports on slot utilization and the resident's dashboard. Run reports on referrals to review incoming and outgoing referrals and each individual's productivity.
- Deliver positive feedback and/or shout-outs to acknowledge each individual's contributions for the organization's and departmental success.
- Collaborate with multi-disciplinary staff to improve overall patient care and response times. (Includes the Program Medical Director, Associate Program Director, residents, and fellows.).
- Contribute daily support and partner with Dyads for the success of each program and clinic.
- Focus on internal workflows to identify the cause of denials and how to improve services to help generate revenue.
- Review PB (outpatient charges) for errors.
- KPI's - Medical Impact Plan, patient survey's, OB Intake Kaizen project, APP Fellowship Kaizen Project, Referral Optimization Redesign, and in-processing and out-processing of referrals.
- Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
Director of Patient Access
Jack Hughston Memorial Hospital
Phenix City, AL
08.2019 - 07.2020
- Work closely with the CFO, Case Management, HIM, and the Hughston Clinic.
- Responsible for the oversight of 42 employees, and the overall daily operations of Patient Access, payroll, and managing the department's budget.
- Responsible for the forecasting monthly point of service collections, managing the DNFB (unbilled report), reviewing registration errors and QA of the registration resolution rates, review lost cases (high dollar denials), and review, approve, or deny charity applications.
- Improved profit margins by streamlining operations and workflow and negotiating competitive vendor contracts.
- Successfully implemented an internal denials management process.
- Responsible for reviewing overall claim denials and line item denials, initiating and following up on claim reconsideration and appeals, and advising the billing analysts for the next steps of action.
- Review and approve adjustments/write-offs.
- Manage and handle patient billing concerns.
- Establish and implement strategic business tactics.
- Monitor and identify trends in denials.
- Worked closely with team members to deliver project requirements, develop solutions and meet deadlines.
- Project management; Medical Necessity, MSPQ, the Cashiering function in MedHost, EDI, and EasyID.
- Perform daily audits of the petty cashbox and the taxi cab cash, order supplies, facilitate in-services for team training, lead staff meetings, and conduct interviews, counsel and terminate staff.
Manager of Patient Financial Services
Jack Hughston Memorial Hospital
Phenix City, AL
05.2018 - 08.2019
- Work closely with the CFO, Case Management, and the Hughston Clinic.
- Responsible for the oversight of 39 employees and for the overall daily operations of Patient Access and Patient Accounting, the Business Office, and the functionality of the organizations billing services.
- Responsible for the forecasting of the monthly payer revenue projections, DNFB, AR, and closing month end.
- Oversee the billing functions of patient accounts, cash posting, collections, third-party payer relations, productivity, quality assurance, and the ongoing improvement of revenue cycle indicators.
- Responsible for the Hospital's Patient Registration areas, Inpatient and Outpatient, Patient Intake, Schedulers, ER, and the PBX operator.
- Successfully implemented QA Software, AccuReg; added 6 FTEs, 3 part-time employees, and 4 PRNs; re-established bedside registration; streamlined pre-registration; and assisted the implementation of the RESPECT movement.
- Successfully developed and implemented a career ladder for Patient Access Registrars; increased the Team Leads base pay of 7% with a maximum increase up to 15%; Registrars have the potential to move up to 3 levels in pay grade, and all Registrars, including the Team Leads, have the ability to earn up to $1.50 for certifications pertaining to the Patient Access department.
- Monitor the departmental point-of-service collections.
- Review lost cases, high-dollar amounts, and trends on denied claims.
- Monitor the unbilled report to determine the appropriate steps of action to minimize the number of accounts and dollar accounts held for billing delays.
- Continuously contributed ideas and innovative thinking to the pursuit of departmental efficiency.
- Run sequel reports.
- Lead staff meetings.
- Utilize multiple tools to analyze the department and make recommendations for process improvement.
- Working knowledge of HIPAA, Pre-Certification of surgical procedures, insurance verification, estimating procedural cost(s), and self-pay collections.
- Strong analytical skills.
- Independently resolve patient accounting issues, review remits and explanation of benefits.
- Manage departmental budget.
- Evaluate employees 90-day reviews, education requirements, and annual performance reviews.
- Payroll.
- Stayed abreast of latest developments and trends in the field of Patient Access and Patient Accounting by attending seminars/workshops.
- Successfully lead the project management as the lead champion for the QA process and the price estimation premium tools.
Supervisor of Patient Access
Piedmont Columbus Regional Hospital
Columbus, GA
08.2017 - 05.2018
- Work collaboratively with the Patient Access Director along with the Revenue Cycle Management Team.
- Ensure organizational effectiveness through routine face-to-face rounding with team members.
- Interview, hire, and train employees.
- Oversight of two locations; John B.
- Amos Cancer and Northside Medical Center.
- Lead daily UFC meetings, leadership meetings, and team meetings.
- Continuously provide innovative thinking to establish ways to increase the department's Upfront Collections.
- Researched and managed patient accounts, handled patient experience problems, maintained the team schedule, counseled staff, and performed the daily reconciliation of cash posting.
- Responsible for placing and tracking IT tickets, escalating tickets as applicable.
- Project management; successfully stood up the ER, created 2 FTE positions for the Patient Registration of Lab services, and developed a registration process, to include a pricing methodology with carve outs for the CT Simulation for Oncology services.
- Speak on the Denial Management accounts and High-dollar denials on patients' accounts.
- Apply lean methodologies for organizational efficiency.
Girls Scout Troop Leader
03.2016 - 07.2017
- Led and guided scouts through the Girl Scout Mission, Promise, and Law, and complied with the policies of Girls Scouts of Western Washington and GSUSA.
- Established the troop's checking account, maintained the financial records, the Annual Troop Finance Report to the Service Unit Manager.
- Met the financial goals of the Troop's funding.
- Responsible for accounts receivable and accounts payable.
- Managed and accounted for all monetary transactions.
- Responsible for the cash handling and management of the troop's funds of over $19,000.00.
Clinic Supervisor
Bayview Medical Clinic
Tacoma, WA
01.2016 - 05.2017
- Successfully established a specialty clinic; specializing in a Patient Centered Medical Home (PCMH) model.
- Increased customer relations by 25% and patient satisfaction by 55% through the PCMH model of care.
- Reduced billing errors by 20%.
- Conducted interviews and hired candidates.
- Delegated tasks to each member of staff and oversaw task completion, offering assistance to promote success.
- Conducted quality assurance and risk management, performed cost analysis on medical/pharmaceutical drug costs, budgeting on supply management and mitigating proper resources to identify potential financial threats to the organization.
- Planned, organized, directed, coordinated and evaluated medical, administrative and operational aspects of the clinic.
- Responsible for the upkeep of the provider's medical credentials in the National Provider Identifier, CMS, Insurers and EMR system up-to-date.
- Successfully incorporated a paper workflow conversion to electronic format.
- Project management, financial and budget planning.
- Negotiated supply management costs with vendors.
- Responsible for managing the clinic's daily workflow and scheduling to assure provider's efficiencies; identified potential deficiencies in workflow/scheduling conflicts.
- Worked progressively with the external billing department to investigate claims and insurance denials.
- Run weekly billing reports; reviewed the drafted super bills and analyzed billing errors.
- Facilitated and implemented policies and procedures.
- Instructed staff on clinical policies and procedures, electronic health record training, clinical training, and proper laboratory cleanliness according to OSHA and biohazard safety.
Clinical Trainer
Renton, WA
08.2014 - 01.2016
- Collaboratively worked with the Health System Administrator, IS department, & Leadership team to develop and modify clinical and software training resources and instruction manuals for NextGen.
- Proactively communicated with team members to engage and implemented changes in policies, procedures, and workflows.
- Continuously performed regression EMR testing for training purposes and workflow efficiency.
- Performed clinic inspections, and provided ongoing clinical support and instruction to the medical clinics and the school-based health clinics (SBHC).
- Participated and contributed group meetings to plan, develop, and evaluate or reassess workflows and processes for organizational effectiveness.
- Facilitated and implemented the transition from ICD-9 to ICD-10.
- Responsible for writing detailed training/observations of the medical assistant's training to the clinic supervisors and health center managers.
- Led and organized clinical and administrative instruction to staff along with coordinating mock training.
Medical Assistant
MultiCare Health System, Sumner Medical Clinic
Tacoma, WA
02.2013 - 08.2014
- Effectively communicate with team members, physicians, and patients.
- Managed facilities and IT service tickets.
- Task management/oversight.
- Reduced waste through lean management and saved the department over 15k within a 6-month period.
- Facilitated the merge of a private practice clinic to a corporate hospital.
- Assisted in the standardization of a patient-centered medical home (PCMH) and coordinating coordination of care.
- Reconciled the petty cash drawer.
- Successfully developed and implemented a process for the processing and handling of sterile surgical instruments.
- Contributed in the Kaizen standardization for the Medical Assistants charting documentation and worked closely with the consultants.
- As the Safety Officer of Sumner Medical, responsible for the department's compliance.
- EPIC super-user.
Health Information Technician
MultiCare Health System, Tacoma Family Medicine
Tacoma, WA
07.2012 - 02.2013
- Primary responsibility was to keep all patient records confidential due to the containment of sensitive data.
- Patient information for health requirements and standards in a manner consistent with the healthcare industry numerical data.
- Reviewed medical records to ensure the data integrity of records.
- Disseminated information to correct department, individual or outside location.
- Verified record copies before handing each over to check for and remove unnecessary details.
- Improved operations by working with team members and customers to find workable solutions.
Lead, Medical Assistant
Dr. Le Internal Medicine
Metairie, LA
04.2011 - 04.2012
- Managed daily operations of clinic flow.
- Coordinated meetings with pharmaceutical representatives for medication samples.
- Project Management: Implemented the transitional phase from paper charts to electronic medical records (EMR).
- Developed and implemented workflows and work processes.
- Verified insurance for eligibility of benefits.
- Project management to meet, track, and audit the Meaningful Use measures.
- Met with insurance auditors for chart audits to ensure the clinic meets the CMS requirements/guidelines.
Medical Assistant
Konza Prairie Community Health Center
Junction City, KS
12.2010 - 03.2011
- Planned and coordinated office meetings with pharmaceutical representatives.
- Developed and implemented a patient assistance program for prescriptions.
- Provided direct patient care.
- Performed clinical duties; QC, POCT, EKG, phlebotomy.
- Created a manual for the EMR.
Unemployed
Stay At Home Mother
12.2008 - 12.2010
Lead, Medical Assistant
DR. Le Internal Medicine
Metairie, LA
02.2008 - 12.2008
- Managed daily operations of clinical flow.
- Verified the completion of registration forms, processed medical records, filed and maintained medical records.
- Collected and adjusted co-payments.
- Responsible for the training of staff.
Unemployed
08.2007 - 02.2008
- Stay At Home Mother.
Assistant Manager
Da Vi Nails, LLC
04.2006 - 08.2007
- Managed the daily business operations, opening/closing the salon, scheduling clients, and managing the salon's inventory and supplies.
- Cash handling.
Medical Assistant
Elm's Creek Family And Urgent Care
Killeen, TX
04.2005 - 03.2006
- Reviewed the daily patient flow.
- Managed inventory and responsible for ordering medical supplies.
- Trained clinical staff.
Education
Doctor of Education - Organizational Leadership
Grand Canyon University
2022
Master of Science - Healthcare Administration
Grand Canyon University
2014
Bachelor of Science - Healthcare Administration
Grand Canyon University
2013
Associate of Science - Computer Information System
Remington College
2001
Skills
- Emotional Intelligence/Soft Skills
- Project Management
- Root Cause Analysis
- Leadership Skills
- Lean Methodologies
- Customer Service
- Analytical skills
- Critical Thinking
- Strategic planning and development
- Revenue Cycle
- Business operations
- Computer Skills
- Employee retention strategies
- Patient safety
- Performance metrics and Quality Dashboards
- Innovative thinker
- Employee Recruitment
- Operations Management
- Clinical management
- Administrative Leadership
- Patient Flow
- Corporate Compliance
- Program Management
- General ledger maintenance
- Audit Coordination
- Decision-Making
- Prioritizing and Planning
- Goal Setting
- Work Planning
- Financial Resource Management
- Data Analysis
- Staff Recruitment and Hiring
- Capital planning
- Vendor Relations
- Revenue management
- Supply Coordination
- Quality Assurance
- Relationship Management
- Change Management
- Supply Management
- Conflict Management
- Referral management
Affiliations
- Certified Patient Account Representative, CPAR
- Health Financial Management Association, HFMA, member
- National Association of Healthcare Access Management, NAHAM, member
Additional Information
- Review AMION and QGenda for provider staffing.
- Create/block scheduling templates in Epic.
- Run reports on slot utilization, days out (how far until next appointment), and total encounters open/completed.
- Create Apex preference sheets for Faculty, Residents and Fellows.
- Responsible for Provider onboarding, which includes Epic credentials, EDRS access, and other logins.
- Process referrals and initiate pre-certs/prior authorizations for surgery. (Currently assisting with Procedure scheduling due to the department staffing shortage). Request OR slots for Baker Center and TG's Birth Center.
Timeline
Clinic Manager
Valley Family Primary Care, Residency Program w/OB
08.2022 - 09.2024
Clinic Manager
MHS - TFM Admin/GME (Residency and APP Fellowship)
11.2020 - 05.2022
Director of Patient Access
Jack Hughston Memorial Hospital
08.2019 - 07.2020
Manager of Patient Financial Services
Jack Hughston Memorial Hospital
05.2018 - 08.2019
Supervisor of Patient Access
Piedmont Columbus Regional Hospital
08.2017 - 05.2018
Girls Scout Troop Leader
03.2016 - 07.2017
Clinic Supervisor
Bayview Medical Clinic
01.2016 - 05.2017
Clinical Trainer
08.2014 - 01.2016
Medical Assistant
MultiCare Health System, Sumner Medical Clinic
02.2013 - 08.2014
Health Information Technician
MultiCare Health System, Tacoma Family Medicine
07.2012 - 02.2013
Lead, Medical Assistant
Dr. Le Internal Medicine
04.2011 - 04.2012
Medical Assistant
Konza Prairie Community Health Center
12.2010 - 03.2011
Unemployed
Stay At Home Mother
12.2008 - 12.2010
Lead, Medical Assistant
DR. Le Internal Medicine
02.2008 - 12.2008
Unemployed
08.2007 - 02.2008
Assistant Manager
Da Vi Nails, LLC
04.2006 - 08.2007
Medical Assistant
Elm's Creek Family And Urgent Care
04.2005 - 03.2006
Doctor of Education - Organizational Leadership
Grand Canyon University
Master of Science - Healthcare Administration
Grand Canyon University
Bachelor of Science - Healthcare Administration
Grand Canyon University
Associate of Science - Computer Information System
Remington College
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