Krystle Williams
Midwest City,Oklahoma
Summary
Collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture. Insightful manager with experience directing and improving operations through effective employee motivational strategies and policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
19
19
years of professional experience
1
1
Certification
Work History
MANAGER OF CLINICAL OPERATIONS II
SSM Health Medical Group
07.2021 - Current
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Accomplished multiple tasks within established timeframes.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Maintained professional, organized, and safe environment for employees and patrons.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Recruited, interviewed and hired employees
- Successfully managed budgets and allocated resources to maximize productivity and profitability. Controlled costs to keep business operating within budget and increase profits.
CLINIC MANAGER I
OU PHYSICIANS MID-DEL FAMILY MEDICINE
03.2016 - 06.2021
- Hire, train, manage, and lead 18+ employees in a high volume primary care setting with four PCPs seeing 24,000+ patients annually, along with organizing a Multi-Specialty Pod that occupied seven different specialists caring for 600+ patients annually.
- Confidently managed the overall operation of services and patient care, including financial management, quality assurance, safety risk management, employee satisfaction, patient satisfaction, schedule creation, quality scores, pillar goals, and facility maintenance by use of Press Ganey, NRC, Tableau, and other platforms.
- NCQA PCMH site manager charged with maintaining annual recognition requirements at clinic level.
- CPC+ participation and coordination at clinic level, completing all requirements annually.
- Million Hearts participation and coordination at clinic level.
- Implemented Patient Family Advisory Councils at clinic.
- Implement innovative engagement activities to increase employment loyalty and reduce turnover.
- Approve timesheets, PTO, overtime, and manage staffing calendar in TAL.
- Complete requests and supply required documentation in Concur Reimbursement System
- Assisted in the integration of behavioral health and care management into our practice.
- Use measurements, analysis, and process alternatives to arrive at best practices and revise workflow if needed for improvement
- Cooperate, collaborate, and communicate effectively to assist service line leaders, providers, and other leadership.
- Complete annual evaluations on all employees.
- Achieve high staff morale through effective communication, prompt problem resolution, encouragement, listening, expressing empathy, and facilitating a proactive work environment.
- Successfully managed clinic to maintain practice volume and patient care during COVID-19 pandemic due to implementing telemedicine, telecommuting, following CDC guidelines, and ensuring proper sanitizing and PPE protocols were enforced.
- Certify that equipment and supplies are properly maintained and licenses/certificates/trainings are renewed as needed to stay compliant.
- Assist with and complete various audit preps, evaluating thoroughness and compliance.
- Complete daily deposits and assist with charge corrections, if needed.
- Assist finance with obtaining quotes, cost savings, and overall budget management for clinic.
- Ordering of business and medical supplies.
- Daily use of GE Centricity and Citrix EMR.
- Complete mandatory and voluntary training courses offered by OU, along with attending LDI conferences for continued growth.
- Ability and willing to assist with phlebotomy, point of care testing, x-rays, front desk, TOS collections, answering phones, referrals, etc.. as needed.
- Resolved patient complaints in a timely manner, ensuring a positive experience for all parties involved.
- Created opportunities for cross-training employees so they could better understand different roles within the organization leading towards improved teamwork.
- Attended regular meetings with administrators to discuss clinic operations and policies.
PSR IV, TEAM LEADER
OU PHYSICIANS MID-DEL FAMILY MEDICINE
02.2012 - 03.2016
- Assist manager with overall operation of services and patient care for a rapidly growing team
- Act as a medical assistant (ABR-OE certified), phlebotomist, x-ray tech, and PSR
- Responsibilities include answering high volume phones, scheduling, communicating, creating schedules, customer service, verifying insurances, safety and risk knowledge, lab knowledge and processes, functionality of equipment, vital signs, coordination of medication, injections, and being versatile on a day-to-day basis in order to assist while following HIPAA guidelines
- Identified team weak points and implemented corrective actions to resolve concerns.
- Manage shared calendar and coordinated monthly PSR meetings
- Assisted in resolving billing issues and collecting copays and prior balances at TOS
- Screen applicant resumes; coordinate both phone and in-person interviews assist in preparing and submitting new hire paperwork to human resources
- Approved timesheets, PTO, breaks, overtime for all employees
- Interpret and communicate new or revised policies to staff, assist in employee engagement, etc...
- Maintained team flexibility and embraced change to adapt within dynamic markets.
- Attended events to represent organization and build professional network.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
LAB/X-RAY TECHNICIAN
MID-DEL FAMILY PHYSICIANS
01.2008 - 02.2012
- Phlebotomy / Radiology
- Quality and safety compliance in laboratory and with DLO and LabCorp, as well as following OSHA requirements for radiology.
- Completed documentation of results from other healthcare facilities into EMR.
- Identified workflow improvements in the day-to-day functioning of the clinic
- Monitored infection control and quality improvement plans
- Performed CLIA testing, radiology, and documenting in EMR
- Ordered all medical supplies
- Kept logs and certificates within date to maintain compliance.
RECEPTIONIST
MID-DEL FAMILY PHYSICIANS
05.2005 - 01.2008
- Daily use of Practice Partner scheduling system and EMR - checking patients in and out, collecting copays, verifying demographics, etc...
- Ensured superior patient experience by addressing concerns, assisting with health issues and billing concerns, expressing empathy, respect, listening, etc..
- Maintained confidentiality of information regarding clients and company.
- Managed multiple tasks and met time-sensitive deadlines.
- Kept reception area clean and neat to give visitors positive first impression.
- Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
- Prepare and scanned documents into EMR
- Assisted in coding and billing
- Prepared medical records for patients, insurances, and attorneys.
- Operated multi-line telephone system to answer and direct high volume of calls.
Education
Some College - Business Administration And Ethics
Mid America Christian University
Oklahoma City, OK08.2014
Certificate of Phlebotomy - Phlebotomy
EOC Technology Center
Choctaw, OK01.2007
High School Diploma -
Carl Albert High School
Midwest City, OK01.2003
Skills
- Passionate professional with 20 years' experience in healthcare
- Patient focused care
- Accomplished leader
- Excellent interpersonal and communication skills (verbal and written)
- Confident in skills and a firm believer in teamwork in any environment
- Decision-making ability
- HIPAA compliant
- Team Building
- Poised under pressure
- Phlebotomy (certified)
- Point of Care Testing
- Responsible, reliable and energetic
- Business Administration
- Business Development
- Performance Management
- Expense Tracking
- Performance Evaluations
- Key Performance Indicators
- Budget Control
- Policy Implementation
- Staff Training and Development
References
- Ryan M. Biggers, M.D., FAAFP, FACMS 405-803-7160
- Timothy Moser, D.O., FACOFP 405-803-7160
- Jovan Smith, Vice President Practice Mgmt at Stillwater Medical Center 405-850-1447
- Mandy Newman, Vice President of Ambulatory Operations at OU Health 405-420-6128
Certification
- Certified Phlebotomist - 2007
Timeline
MANAGER OF CLINICAL OPERATIONS II
SSM Health Medical Group
07.2021 - Current
CLINIC MANAGER I
OU PHYSICIANS MID-DEL FAMILY MEDICINE
03.2016 - 06.2021
PSR IV, TEAM LEADER
OU PHYSICIANS MID-DEL FAMILY MEDICINE
02.2012 - 03.2016
LAB/X-RAY TECHNICIAN
MID-DEL FAMILY PHYSICIANS
01.2008 - 02.2012
RECEPTIONIST
MID-DEL FAMILY PHYSICIANS
05.2005 - 01.2008
Some College - Business Administration And Ethics
Mid America Christian University
Certificate of Phlebotomy - Phlebotomy
EOC Technology Center
High School Diploma -
Carl Albert High School
- Certified Phlebotomist - 2007
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