Laura Bishop
Albion,New York
Summary
Experienced healthcare management professional, skilled in streamlining operations and enhancing team productivity. Adept at resolving customer service challenges to boost patient satisfaction and practice efficiency. Expertise in implementing effective workflow solutions and maintaining compliance with healthcare regulations.
Overview
17
17
years of professional experience
Work History
Practice Manager
Rochester Regional Health System
Rochester, New York
05.2023 - Current
- Managed daily operations of a large healthcare practice within the Rochester Regional Health System, utilizing available tools and/or reports to facilitate improvement and ensure compliance.
- Implemented workflow improvements to enhance efficiency in practice operations.
- Collaborated with physicians to optimize patient services and care delivery.
- Resolved escalated customer service issues in a timely manner, while maintaining a high level of professionalism.
- Enhanced staff efficiency by implementing training and optimizing workflows.
- Provided leadership and guidance to the medical team in order to meet goals and objectives.
- Performed administrative tasks such as creating budgets and forecasts, ordering supplies and equipment, and maintaining the budget throughout each year.
- Motivated staff by offering direction, and providing constructive feedback.
- Participated in strategic planning initiatives aimed at developing long-term goals for the practice's growth and success.
- Analyzed data from various sources to identify trends, or opportunities for improvement within the practice.
- Explained policies, procedures, and services to patients.
- Managed changes in integrated health care delivery systems and technological innovations while keeping a focus on the quality of care.
- Directed, supervised, and evaluated medical, clerical, or maintenance personnel.
- Build staff and provider schedules, taking workload, space, and equipment availability into consideration.
- Facilitate monthly, weekly, and daily meetings to ensure we are providing great patient care, using updated information.
- Oversee the financial operations of the practice. Reviews monthly financial performance. Identifies opportunities for improvement and develops a plan to implement necessary changes to meet the budget. Participates in annual budget development and is accountable for practice adherence to the budget. Ensures compliance to fiscal standards with focus on volume, payer mix, fees, customer service initiatives, productivity, coding, nonprovider labor, building occupancy expenses, and clinical supply costs.
- In conjunction with Human Resources, participates in the recruitment, hiring, coaching and mentoring, and termination of non-physician staff.
- Provides management, guidance, and training to staff in daily practice operations. Performs the duties of subordinate staff when necessary to maintain practice operations.
- Motivates staff and organizes the day-to-day activities of the department. Manages staffing and practice plans with providers to improve efficiency and cost-effective management procedures. Maintains standardized workflows and best practices that have been established by the Medical Group.
- Ensures that the practice facility is maintained to Rochester Regional Health System standards, which meet compliance with any applicable safety practices that may be mandated by any regulatory agency, and ensure customer satisfaction.
- Understands, articulates, and ensures compliance with any applicable patient or employee safety practices that may be mandated by any regulatory agency or the health system. (i.e. NYS Department of Health, The DNV Accreditation for Hospital Organizations, OSHA)
- In conjunction with the Lead/Managing Physician, assures compliance and facilitates workflows to ensure the environment creates and supports delivery of patient centered care to include, but not limited to, Patient Centered Medical Home, Population Health Management, Meaningful Use, Patient Complaints and participation in Quality Assurance measures. In addition, assures compliance with organizational policies.
- Assures accurate and timely input of all necessary data, including demographic information, coding charges, statistical information, and month-end data. Supervises all activities related to charge entry, edit corrections, and patient registration.
- Identifies problems and provides alternatives and/or resolutions after thorough analysis of relative information.
Practice Coordinator
Rochester Regional Health System
Rochester, NY
12.2018 - 05.2023
- Works collaboratively with Manager to ensure monthly/quarterly reporting.
- Responsible for departmental orientation/precepting oversight for new non-provider staff and assists the manager with preparations for the ongoing and annual performance appraisals of the non-provider staff.
- Ensures that the annual mandatory in-services are completed by all staff.
- Maintains office staffing schedules and provides a procedure for covering absences, including floating of internal staff, usage of per diem and/or temps, and sharing staff between offices.
- Timely submission of departmental time sheets/payroll activities.
- Attends and/or participates in documented monthly meetings.
- Develops an agenda and conducts staff meetings and disseminating information to office staff.
- Monitors ordering of departmental office supplies within budget.
- Performs all functions of medical secretary when necessary.
- Assumes leadership role in the practice manager absence.
- Prepare annual Ongoing Professional Practice Evaluations for the Medical Director to conduct.
- Submits provider reimbursements for CME.
- Conducts interviews for office staffing vacancies.
- Provides support to all staff in assisting and resolving any problems that may arise.
- Collaborate with the Property Management Company and the Maintenance company regularly.
- Assists with maintaining petty cash fund and change fund.
- Maintains up-to-date knowledge of, and ensure compliance with, all internal and external regulator and third party payor requirements, policies and procedures, if applicable.
Medical Office Manager
Gopiram M. Pansari M.D
Rochester, New York
03.2017 - 12.2018
- Direct, supervise and evaluate work activities of medical, nursing, technical, clerical, service, maintenance, and other personnel
- Prepare activity reports to inform management of the status and implementation plans of programs, services, and quality initiatives
- Direct or conduct recruitment, hiring and training of personnel
- Receive, record, and bank cash, checks, and vouchers
- Prepare and process payroll information
- Comply with federal, state, and company policies, procedures, and regulations
- Reconcile or note and report discrepancies found in records
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Provide employees with guidance in handling difficult or complex problems or in resolving escalated complaints or disputes
- Discuss job performance problems with employees to identify causes and issues and to work on resolving problems
- Develop or update procedures, policies, or standards
- Monitor inventory levels and requisition or purchase supplies as needed
- Establish work schedules and assignments for staff, according to workload, space and equipment availability
- Record patients' medical history, vital statistics, or information such as test results in medical records
- Prepare treatment rooms for patient examinations, keeping the rooms neat and clean
- Help physicians examine and treat patients, handing them instruments or materials or performing such tasks as giving injections or removing sutures
- Operate x-ray, electrocardiogram (EKG), or other equipment to administer routine diagnostic tests
- Prepare reports to be submitted to company's data processing department
- Authorize employee time off requests
- Substitute employee positions when they're out of the office
- Monitor and implement the correct initiatives for patient preventative care.
Medical Billing Specialist
Gopiram M. Pansari M.D.
Rochester, NY
03.2017 - 12.2018
- Answer customer questions regarding problems with their accounts
- Contact insurance companies to check on status of claims payments
- Receive payments and post amounts paid to customer accounts
- Input procedure coding for individual claims
- Send claims to multiple insurance companies for payment via paper and electronic claims
- Navigate through several different payment portals
- In office billing as well as hospital billing
- Prepare and send statements for past due accounts
- Diligently work on claim denials by submitting appeals, redeterminations, and speaking with insurance companies verbally.
Medical Secretary
Gopiram M. Pansari M.D
Rochester, New York
03.2016 - 03.2017
- Answer telephones and direct calls to appropriate staff
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
- Receive and route messages or documents, such as laboratory results, to appropriate staff
- Transmit correspondence or medical records by mail, e-mail, or fax
- Greet patients with the check in process
- Check patients out
- Collect payment at the time of service
- Update demographic and financial forms.
Medical Secretary
Oak Orchard Health
Brockport, New York
04.2014 - 03.2016
- Schedule and confirm patient diagnostic appointments, surgeries, or medical consultations
- Greet visitors, ascertain purpose of visit, and direct them to appropriate staff
- Interview patients to complete documents, case histories, or forms, such as intake or insurance forms
- Transmit correspondence or medical records by mail, e-mail, or fax
- Verify insurance eligibility
- Answer a multi-line phone system
- Collect co-pays and deductibles at the time of appointment
- Return phone calls with the doctors instructions
- Initiate specialist referrals
- Obtain prior authorizations through the insurance companies.
Medical Secretary
Gopiram M. Pansari M.D.
Rochester, NY
07.2009 - 03.2014
- Please see above
Medical Assistant
Eman A. Wahba M.D
Rochester, New York
05.2011 - 07.2011
- Record patients' medical history, vital statistics, or information such as test results in medical records
- Prepare treatment rooms for patient examinations, keeping the rooms neat and clean
- Interview patients to obtain medical information and measure their vital signs, weight, and height
- Show patients to examination rooms and prepare them for the physician
- Perform routine urine analysis
- Operate electrocardiogram (EKG) to administer routine diagnostic tests.
Education
High School Diploma -
Holley Jr./Sr. High School
Holley, New YorkCoursework - Nursing
Monroe Community College
Rochester, New YorkSome College (No Degree) - Business Administration
Genesee Community College
Batavia, New YorkSkills
- Healthcare Compliance
- Team Leadership
- Patient Relations
- Strategic Planning
- Workflow Management
- Financial Operations Oversight
- Employee Supervision
- Decision Making
- Employee Schedules
- Employee Recruitment and Hiring
- Performance Metrics
- Epic Systems
- Data analysis
- Payroll administration
- Policy implementation
Timeline
Practice Manager
Rochester Regional Health System
05.2023 - Current
Practice Coordinator
Rochester Regional Health System
12.2018 - 05.2023
Medical Office Manager
Gopiram M. Pansari M.D
03.2017 - 12.2018
Medical Billing Specialist
Gopiram M. Pansari M.D.
03.2017 - 12.2018
Medical Secretary
Gopiram M. Pansari M.D
03.2016 - 03.2017
Medical Secretary
Oak Orchard Health
04.2014 - 03.2016
Medical Assistant
Eman A. Wahba M.D
05.2011 - 07.2011
Medical Secretary
Gopiram M. Pansari M.D.
07.2009 - 03.2014
High School Diploma -
Holley Jr./Sr. High School
Coursework - Nursing
Monroe Community College
Some College (No Degree) - Business Administration
Genesee Community College