Lisa Kiley

As a Contract Coordinator I monitor key metrics for the contracts to which I am assigned.

Participate in joint operating committee and other meetings with the payor, and maintaining good relationships with payor contacts and practices/providers.

The three main bodies of work that I follow are:

· Patient outreach to schedule appointments, screenings, etc and to engage the patient in closing real clinical gaps in care.

· Working with the payor to identify “administrative” gaps in care and closing those through chart abstraction and portal submission (depending on contract and measure).

· Tracking attribution – engaging those patients assigned to us to establish care with us or to correct their PCP with the payor.

• Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
• Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
• Ordered all office supplies and kept check on inventory levels.
• Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
• Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
• Developed close working relationships with front office and back office staff.
• Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
• Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
• Addressed and remedied all patient or team member issues.
• Oversaw accounting, budgeting, and financial reporting.
• Supervised team of 27 office personnel.
• Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
• Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
• Provided supervision and management to team of support personnel.
• Boosted staff morale by offering constructive feedback and specific direction.
• Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
• Improved practice revenue through effective financial management and strategic cost reductions.
• Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
• Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
• Created and implemented organizational policies and procedures.
• Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
• Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
• Developed and implemented strategies to improve patient access, satisfaction and care quality.
• Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
• Consulted with healthcare professionals on business decisions.
• Identified opportunities for additional services or expansion within the practice based on market research analysis.
• Fostered culture of continuous improvement, encouraging staff to suggest and implement efficiency-enhancing initiatives.
• Improved operational workflows, which allowed for increase in number of daily patient appointments.
• Optimized budget allocation, reducing unnecessary expenses without compromising on patient care quality.
• Enhanced patient satisfaction by implementing streamlined appointment scheduling system.
• Monitored and analyzed patient feedback to identify areas for improvement in service delivery.
• Developed comprehensive maintenance schedule for medical equipment, ensuring reliability and safety.
• Improved patient flow through office by redesigning check-in and check-out processes.
• Implemented disaster recovery plan, ensuring continuity of care during unforeseen events.
• Enhanced team morale and reduced turnover rates by introducing employee recognition programs.
• Developed and enforced office policies to ensure compliance with healthcare regulations, improving practice efficiency.
• Conducted regular staff training sessions to ensure high levels of patient service and care.
• Enhanced patient privacy and confidentiality through rigorous staff training and policy development.
• Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
• Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
• Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
• Communicated with patients, ensuring that medical information was kept private.
• Removed trash and straightened counters to keep pharmacy area clean and neat.
• Ordered all pharmacy supplies and kept check on inventory levels.
• Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
• Spearheaded and implemented new projects to expand scope of engagement.
• Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.

• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
• Responded to customer requests for products, services, and company information.
• Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.

• Improved patient wait times by streamlining check-in processes and optimizing appointment scheduling procedures.
• Oversaw daily practice operations to guarantee seamless service delivery for patients and providers alike.
• Boosted practice growth through the development of marketing initiatives and community outreach efforts.
• Managed financial aspects of the practice, including budgeting, billing, and insurance claims processing.
• Coordinated facility maintenance to ensure a clean, comfortable environment for patients and staff members alike.
• Fostered a positive work culture by promoting open communication, teamwork, and professional development opportunities among staff members.
• Ensured compliance with industry regulations and best practices to maintain a safe and efficient work environment.
• Increased staff productivity by providing training, guidance, and performance evaluations.
• Streamlined office operations by implementing efficient administrative systems and procedures.
• Established strong relationships with referral sources to increase patient volume at the practice consistently over time.
• Identified areas for cost reduction by conducting regular audits of operational expenses.
• Enhanced patient satisfaction with timely appointment scheduling and organized recordkeeping.
• Collaborated with physicians to develop strategic plans for expanding the scope of services offered by the practice.
• Handled human resources tasks such as hiring, onboarding, payroll management, and employee relations issues resolution.
• Supervised team of 25+ office personnel.
• Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
• Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
• Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
• Ordered all office supplies and kept check on inventory levels.
• Developed close working relationships with front office and back office staff.
• Addressed and remedied all patient or team member issues.
• Oversaw accounting, budgeting, and financial reporting.
• Provided supervision and management to team of support personnel.
• Boosted staff morale by offering constructive feedback and specific direction.
• Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
• Created and implemented organizational policies and procedures.
• Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
• Developed and implemented strategies to improve patient access, satisfaction and care quality.
• Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
• Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
• Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
• Communicated with patients, ensuring that medical information was kept private.
• Removed trash and straightened counters to keep pharmacy area clean and neat.
• Ordered all pharmacy supplies and kept check on inventory levels.
• Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
• Spearheaded and implemented new projects to expand scope of engagement.
• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.

• Supervised team of 15+ office personnel.
• Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
• Spearheaded initiatives aimed at improving community relations, including hosting events such as health fairs or seminars on relevant topics in healthcare management.
• Led team of administrative staff, fostering collaborative work environment to enhance productivity.
• Streamlined communication between different departments, leading to more cohesive patient care.
• Facilitated community outreach programs to promote health awareness and preventive care strategies.
• Coordinated with healthcare providers to ensure that patient care plans were effectively implemented.
• Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
• Created customized care plans, working with hospital staff and families to assess and meet individual needs.
• Discussed medical histories with patients in effort to provide most effective medical advice.
• Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
• Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
• Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
• Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
• Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
• Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
• Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
• Improved practice revenue through effective financial management and strategic cost reductions.
• Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
• Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
• Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
• Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
• Consulted with healthcare professionals on business decisions.
• Identified opportunities for additional services or expansion within the practice based on market research analysis.
• Fostered culture of continuous improvement, encouraging staff to suggest and implement efficiency-enhancing initiatives.
• Improved operational workflows, which allowed for increase in number of daily patient appointments.
• Optimized budget allocation, reducing unnecessary expenses without compromising on patient care quality.
• Enhanced patient satisfaction by implementing streamlined appointment scheduling system.
• Monitored and analyzed patient feedback to identify areas for improvement in service delivery.
• Developed comprehensive maintenance schedule for medical equipment, ensuring reliability and safety.
• Improved patient flow through office by redesigning check-in and check-out processes.
• Implemented disaster recovery plan, ensuring continuity of care during unforeseen events.
• Enhanced team morale and reduced turnover rates by introducing employee recognition programs.
• Developed and enforced office policies to ensure compliance with healthcare regulations, improving practice efficiency.
• Conducted regular staff training sessions to ensure high levels of patient service and care.
• Enhanced patient privacy and confidentiality through rigorous staff training and policy development.
• Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
• Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
• Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
• Ordered all office supplies and kept check on inventory levels.
• Developed close working relationships with front office and back office staff.
• Addressed and remedied all patient or team member issues.
• Oversaw accounting, budgeting, and financial reporting.
• Provided supervision and management to team of support personnel.
• Boosted staff morale by offering constructive feedback and specific direction.
• Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
• Created and implemented organizational policies and procedures.
• Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
• Developed and implemented strategies to improve patient access, satisfaction and care quality.
• Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
• Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
• Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
• Communicated with patients, ensuring that medical information was kept private.
• Removed trash and straightened counters to keep pharmacy area clean and neat.
• Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
• Spearheaded and implemented new projects to expand scope of engagement.
• Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.

• Prepared for events by setting up bar, stocking supplies, and arranging tables.
• Responded to guest questions and requests with friendly and knowledgeable service.
• Contributed to successful events by setting up mobile bars in various locations according to event specifications.
• Set up glassware, liquor, and other necessary supplies for special events.
• Set and reset tables to support serving staff.

• Provided comprehensive training to new reception staff members, fostering a supportive team environment.
• Conducted follow-up calls on outstanding invoices; facilitated prompt payment collection from responsible parties.
• Collaborated with healthcare professionals to provide seamless coordination of care for patients.
• Reduced wait times by effectively prioritizing tasks and managing daily workload.
• Organized paperwork flow within the department, reducing clutter and increasing efficiency in file management systems.
• Implemented new office procedures to streamline check-in processes, resulting in shorter wait times for patients.
• Maintained accurate patient records, ensuring timely processing of insurance claims and payments.
• Monitored inventory levels of office supplies; promptly reordered necessary items to maintain adequate stock levels.
• Managed high call volume while maintaining a courteous demeanor, addressing inquiries regarding appointments, billing, and general information.
• Ensured patient confidentiality by strictly adhering to HIPAA guidelines during all interactions with patients'' personal information.
• Enhanced patient experience by efficiently managing registration processes and providing exceptional customer service.
• Contributed to overall facility improvement efforts by actively participating in staff meetings and offering insight on procedural enhancements.
• Increased accuracy in medical record documentation through diligent attention to detail and thorough data entry practices.
• Developed rapport with returning patients through consistent delivery of friendly service during each interaction.
• Facilitated communication between patients, providers, and insurance companies, resolving issues promptly and professionally.
• Assisted patients with special needs or language barriers, promoting inclusivity and accessibility within the clinic setting.
• Anticipated potential appointment conflicts; proactively rescheduled as needed to minimize disruptions in patient care schedules.
• Created a welcoming atmosphere for incoming patients by maintaining cleanliness throughout the waiting area and front desk spaces.
• Expedited the resolution of patient complaints, demonstrating a commitment to customer satisfaction and positive clinic reputation.
• Streamlined the appointment scheduling system for increased patient satisfaction and improved workflow.
• Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
• Confirmed appointments, communicated with clients, and updated client records.
• Resolved customer problems and complaints.
• Organized, maintained and updated information in computer databases.
• Operated multi-line telephone system to answer and direct high volume of calls.
• Handled assignments independently with good judgement and critical thinking skills.
• Routed incoming mail and messages to relevant personnel without delay.
• Collected co-payments and past due balance payments, processed transactions and updated relevant records.
• Collected and distributed messages to team members and managers to support open communication and high customer service.
• Sorted, received, and distributed mail correspondence between departments and personnel.
• Assisted internal staff with clerical and administrative needs to maximize efficiency and team productivity.
• Interacted with vendors, contractors and professional services personnel to receive orders, direct activities, and communicate instructions.
• Balanced employee availability, customer schedules, and maximum load levels when scheduling appointments.
• Handled incoming and outgoing package deliveries, working with vendors to complete special requests and track missing packages.
• Monitored and screened visitors to verify accessibility to inter-office personnel.
• Compiled information from files and research to satisfy information requests.
• Helped office staff prepare reports and presentations for internal or client-related use.
• Tracked important information in Epic and ran reports or generated graphs using data.