Summary
Overview
Work History
Education
Skills
References
Timeline
Generic

Lisa V. Jones

Summary

To obtain a challenging position by bringing organization, enthusiasm, emotional intelligence, responsibility, and good work ethic; combined with a desire to utilize my skills obtained through experience in the areas below.

Overview

12
12
years of professional experience

Work History

Patient Access Manager

Conifer Health Solutions
Detroit, Michigan
05.2024 - Current
  • Assists in preparation for both short- and long-range planning recommendations for all Registration Process areas including: pre-service and point-of-service financial clearance activities and Patient Access functions
  • Actively practice budget/cost management
  • Develop and implement action plans as identified
  • Manages all operational metrics to ensure the department meets client and Conifer goals including, but not limited to Service Level Agreements and budgetary guidelines
  • Consistently manages staffing activities in areas of responsibility
  • This includes documentation and identification of needs, selection of staff, wage/salary activities, orientation, and training
  • Grow/Mentor supervisors and ensure staff engagement and commitment to strategy, mission, and goals
  • Communicate proactively and positively with direct supervisor to ensure personal growth in knowledge and skill set
  • Enforces departmental policies, practices, procedures, and work rules in accordance with approved hospital policies and assists in the development of new policies according to hospital and corporate guidelines
  • Consistently communicates appropriate information to staff and provides feedback to Director and CFO
  • Communicates deficits and problems to supervisor with recommended solutions for improvements

Manager- Department of Ophthalmology

Henry Ford Health
Detroit, Michigan
10.2019 - 05.2024
  • Assists in the implementation of department and health system initiatives including best practices, patient access, best patient experiences and a culture of safety
  • Performs personnel functions including interviewing, hiring, performance appraisals and disciplinary action as necessary
  • With the direction and partnership of a director and/or physician leadership, is responsible for support staff, advanced practice provider and senior staff
  • Assists with implementing plans and processes to improve engagement and professional development for all staff, as indicated by performance metrics
  • Manages daily operations of workgroup including patient care flow, business office functions, and staffing
  • Responsible for oversight and process improvements of the patient care experience via optimal utilization of people, processes and technology to exceed patient expectations as reflected by performance metrics
  • Collaborate daily with the Department of Business Operations; Contact Center, Referring Physician Office and Primary Care in order to ensure a high reliable experience for each patient
  • Performs other duties as assigned

Subject Matter Expert-International Initiatives

Henry Ford Health
Detroit, MI
10.2018 - 02.2020
  • Ambulatory Registration Subject Matter Expert
  • Invited and led by Dr. Mossallam-V.P. & Medical Director of International, Initiatives, HFH
  • Morris Blake- Project Director of International Initiatives, HFH

Regional Manager- Department of Business Operations

Henry Ford Health
Detroit, Michigan
07.2017 - 10.2019
  • Provides overall leadership and administration of clinics’ non-clinical operations for multiple locations within a geographic region
  • Monitors Business Operations Supervisors and supports in human resource management, liaison role with internal customers, and data analysis
  • Responsible for all aspects of performance management inclusive of performance evaluations, corrective action documentation and execution, completion by staff of mandatory training, staff growth and development
  • Serves as a liaison to Service Line Directors and Site Directors to provide information, share goals and resolve problems
  • Ensures Business Operations is meeting Service Level Agreement
  • Interviews and selects applicants; on-boards new hires
  • Monitors Press Ganey scores for patient satisfaction indicators and manages accordingly
  • Reinforces training to increase First Time Registration Quality for an accurate and complete registration
  • Actively involved in daily problem solving, workload balancing, resolving workflow obstacles and interacting with dissatisfied patients
  • Analyzes performance data and reviews with the team
  • Creates performance improvement plans, when necessary, based on data review
  • Creates optimal department functionality using data-driven management
  • Reports department performance and performance improvement plans to local leadership
  • Cultivates strong positive partnerships with Clinic Leadership, Service Line Directors and Site Directors
  • Works with Director and Supervisors of Business Operations and Clinic Leadership to implement system initiatives and continuously examines and improves business processes
  • Assists in developing departmental budgets
  • Develops and manages implementation steps and procedures for policies
  • Compiles data for and prepares regularly scheduled or special reports, analyses and statements
  • Oversees telephone and computer functionality, provides hands-on technical support, training for team and key contact for IT team to address and resolve related issues
  • Directly manages 6 direct reports (5 supervisors; 1 coordinator); 135 indirect reports
  • Total oversight of 25 ambulatory clinics; 2 ambulatory Emergency Departments

Supervisor- Department of Business Operations

Henry Ford Health
Detroit, Michigan
09.2015 - 07.2017
  • Responsible for performance management, including but not limited to performance evaluations, training, staff growth, interview and on-board new hires along with proper development
  • Oversees day to day front desk operations for four Ophthalmology Medical Group clinics
  • Works with regional managers along with clinical/nonclinical staff to advance and execute new processes, along with maintaining professional growth and relationships
  • Compiles data weekly for reporting purposes
  • Analyzes performance data and review with staff; creating an improvement plan, when necessary, based on assessment
  • Explore and responds to inquires
  • Ensures that each patient receives optimal and efficient customer service through Business Operations employees who mirror Henry Ford’s Service Excellence Motto
  • Dynamically involved in daily problem-solving
  • Actively monitor Press Ganey scores to improve relationships with our patients
  • Completes payroll bi-weekly for 14 direct reports
  • Assists in providing support to fellow cohorts within all four regions of the Department of Business Operations

Supervisor – Contact Center

Henry Ford Health
Detroit, Michigan
02.2014 - 09.2015
  • Ensures productivity and quality metrics are met and/or exceeded
  • Oversees daily operations of call center towards achievement of successful call outcomes, organizational goals and initiatives
  • Oversees all activities related to the call center workforce management, including systems and processes, ensures compliance with established benchmarks and standards
  • Evaluates various statistical and financial reports to identify utilization trends and recommends operational improvements
  • Administers and distributes reports for compliance, regulatory and research purposes
  • Researches and responds to inquiries
  • Identifies and analyzes performance trends, recommends and implements process improvements
  • Collaborates with various stakeholders to ensure optimal scheduling to meet contractual and departmental obligations and achievement of key performance indicators
  • Completes payroll bi-weekly for 16-18 direct reports

Contact Center Advocate

Henry Ford Health
Detroit, Michigan
07.2012 - 02.2014
  • Performs administrative support for Behavioral Health Department inclusive of multiple locations
  • Initiates new patient registration, updates existing registration and insurance verification
  • Responsive to call center inquiries and prescription requests for mental health and substance abuse

Education

Master of Business Administration - Health Care Leadership

Cleary University
Howell, Michigan
05.2018

Bachelor of Science - Criminal Justice

Wayne State University
Detroit, Michigan
12.2011

Skills

  • Windows
  • Microsoft Word
  • Excel
  • PowerPoint
  • Epic Medical Record System
  • Effective written and verbal communication
  • Healthcare knowledge
  • HIPAA Compliance
  • Strong leadership
  • Appointment Scheduling
  • Effective problem solving
  • Program development participation

References

  • Morris Blake, Project Director of International Initiatives, Henry Ford Health, One Ford Place, 4A, Detroit, MI, 48202, (734) 231.4272, Mblake1@hfhs.org
  • Denise Z. Fair Razo, Chief Public Health Officer, City of Detroit, 2 Woodward Ave, Suite 1126, Detroit, MI, 48226, (734) 223-9435
  • Michele Jackson, Vice President of Primary Care & Medical Centers, Henry Ford Health, 3031 W. Grand Boulevard, 7th Floor, Detroit, MI, 48202, (313) 916.3151, Maarons1@hfhs.org
  • Dr. Usamah Mossallam, VP. & Medical Director of International Initiatives, Henry Ford Health, One Ford Place; 4A, Detroit, MI, 48202, (313) 850.5282, Umossal1@hfhs.org
  • Dr. Lily Van Laere, Ophthalmologist; Physician in Charge, Henry Ford Medical Group, 29350 Southfield Road, Southfield, MI, 48076, (248) 885.0950, Lvanlae1@hfhs.org
  • Linda V. Parker, Federal Judge, Eastern District of Michigan, 600 Church Street, Room 102, Flint, MI, 48502, (313) 590-4922

Timeline

Patient Access Manager

Conifer Health Solutions
05.2024 - Current

Manager- Department of Ophthalmology

Henry Ford Health
10.2019 - 05.2024

Subject Matter Expert-International Initiatives

Henry Ford Health
10.2018 - 02.2020

Regional Manager- Department of Business Operations

Henry Ford Health
07.2017 - 10.2019

Supervisor- Department of Business Operations

Henry Ford Health
09.2015 - 07.2017

Supervisor – Contact Center

Henry Ford Health
02.2014 - 09.2015

Contact Center Advocate

Henry Ford Health
07.2012 - 02.2014

Master of Business Administration - Health Care Leadership

Cleary University

Bachelor of Science - Criminal Justice

Wayne State University

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Lisa V. Jones