Lora Phelps
Marengo
Summary
Results-driven healthcare administrator with 7+ years of experience optimizing medical practice operations, improving financial performance, and leading high-performing teams. Skilled in budget management, revenue cycle optimization, and regulatory compliance. Adept at developing policies, streamlining workflows, and collaborating with stakeholders to enhance operational efficiency and patient care. Seeking to leverage expertise to drive improvements and ensure quality patient outcomes.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Chief Deputy Auditor / Comptroller
Crawford County Government
07.2023 - Current
- Led budget planning and financial management, ensuring compliance with county regulations and alignment with financial goals
- Managed accounts payable/receivable, investments, and inventory, improving operational efficiency across departments
- Streamlined financial reporting, providing key stakeholders with accurate data to drive informed decision-making
- Collaborated with external auditors to prepare for state audits, implementing corrective measures to enhance transparency and compliance
- Overhauled payroll processes, ensuring accuracy, timeliness, and vendor communication efficiency
- Provided detailed documentation on audit findings, facilitating swift corrective action when necessary.
- Maintained confidentiality, handling sensitive information discreetly throughout all stages of the audit process.
- Ensured compliance with regulatory requirements by performing regular audits and staying up-to-date on industry standards.
- Mentored junior auditors, sharing knowledge and best practices to foster their professional growth within the team.
- Increased internal control effectiveness through diligent evaluation of processes and providing recommendations for improvement.
- Interpreted state and federal laws, accepted auditing principles and procedures and program standards to audited materials and data to detect non-compliance and facilitate recommendations.
- Collaborated closely with external auditors, providing requested documentation promptly to facilitate smooth year-end audits.
- Maintained integrity of general ledger and chart of accounts.
- Trained new employees on accounting principles and company procedures.
- Kept up-to-date with tax changes and industry trends by participating in professional organizations, opportunities, and networks.
- Found tax solutions to complicated tax issues or errors from incorrect tax filings.
Front Office Manager
Anthony Medical and Chiropractic Center
04.2021 - 11.2021
- Directed front office operations for a high-volume clinic, managing a 30-member team and overseeing care for 200+ daily patients
- Ensured HIPAA compliance and operational efficiency, enhancing patient satisfaction and workflow optimization
- Spearheaded billing and coding process improvements, reducing claim errors and expediting reimbursement
- Partnered with management to develop and implement new policies and procedures, enhancing overall clinic efficiency
- Monitored financial transactions at the front desk, ensuring accurate billing procedures and minimizing discrepancies.
- Resolved guest complaints professionally, maintaining positive relationships with customers for future business opportunities.
- Supervised and guided new employees and responded quickly to questions to improve understanding of job responsibilities.
- Enhanced guest satisfaction by efficiently managing front office operations and addressing customer concerns promptly.
- Collaborated with housekeeping and maintenance departments to ensure timely room availability and optimal guest experience.
- Coached employees through day-to-day work and complex problems.
- Handled guest complaints with empathy and professionalism, restoring satisfaction swiftly.
Practice Manager / Executive Assistant / Billing & Coding
Bellah Therapies
05.2017 - 04.2021
- Optimized revenue cycle management, improving billing accuracy and increasing insurance reimbursement rates
- Developed and executed staff training programs, ensuring regulatory compliance and operational excellence
- Implemented strategic initiatives that maintained clinic services and financial stability during the COVID-19 pandemic
- 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.
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes.
- Worked with senior management to initiate new projects and assist in various processes.
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president.
- Addressed and remedied all patient or team member issues.
- Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
- Spearheaded initiatives aimed at improving community relations, including hosting events such as health fairs or seminars on relevant topics in healthcare management.
- Implemented new electronic health record system to improve record accuracy and accessibility.
- Optimized budget allocation, reducing unnecessary expenses without compromising on patient care quality.
- Managed office inventory, tracking supplies and placing orders to ensure smooth daily operations.
- Supported HR activities, facilitating hiring process by scheduling interviews and liaising with candidates.
Customer Service Representative
Advance Auto Parts
11.2015 - 06.2016
- Provided exceptional customer service, assisting a diverse clientele with orders, inventory management, and account maintenance
- Supported operational tasks and contributed to improving customer satisfaction
- 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.
Navigation Manager
U.S. Navy
04.2005 - 07.2008
- Directed navigation operations to ensure fleet readiness and the safe movement of personnel and equipment
- Led a team of 8 personnel, providing leadership training and implementing safety best practices
- Maintained operational confidentiality and coordinated logistics for mission-critical operations
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Championed safety initiatives in the workplace, leading to a significant reduction in accidents.
- Managed bridge watch duties to look for different types of threats and adverse conditions.
- Updated logs, coordinated documents and wrote detailed reports.
- Spearheaded the adoption of new technologies for inventory management, streamlining processes, and reducing manual labor requirements.
Education
Master of Science - Healthcare Administration – Community Health
ECPI University
06.2023
Bachelor of Science - Healthcare Administration – Acute Care
ECPI University
03.2017
Skills
- Healthcare & Medical Practice Management
- Medical Practice Operations Management
- Revenue Cycle Management (Billing & Coding)
- Healthcare Management Software & EMR Systems
- Financial & Administrative Management
- Budget Planning & Financial Reporting
- Accounts Payable/Receivable & Payroll Management
- Strategic Planning & Policy Implementation
- Compliance & Regulatory Standards
- HIPAA, OSHA, CLIA Compliance
- Audit Preparation & Risk Management
- Process Improvement & Quality Assurance
- Leadership & Team Development
- Staff Training & Development
- Cross-Departmental Collaboration
- Conflict Resolution & Negotiation
- Technical & Software Proficiency
- Microsoft Office Suite (Excel, Word, PowerPoint)
- Data Analysis & Reporting
- Attention to detail
- Cash flow management
- Effective multitasking
- Audit reporting
- Professional telephone demeanor
- Accounts reconciliation
- Marketing
- Key performance indicators
- Reservation management
- Policy development
Certification
- Notary Public, Commissioned in Indiana, authorized to perform notarial acts.
- QI102: How to Improve with the Model of Improvement, Institute for Healthcare Improvement, 12/04/22, 1.50 CPHQ continuing education hours
- TA101: Introduction to the Triple Aim for Populations, Institute for Healthcare Improvement, 05/15/22, 2.00 CPHQ continuing education hours
Accomplishments
- Audit Preparation & Compliance: Coordinated successful state audits for Crawford County Government by ensuring thorough preparation and addressing auditor feedback, resulting in smoother audit outcomes.
- Revenue Cycle Optimization: Led the overhaul of billing and coding processes at Bellah Therapies, significantly increasing reimbursement rates and ensuring accurate claim submissions.
- Process Improvement & Efficiency: Streamlined budget preparation and financial reporting processes for Crawford County, improving accuracy and speed of budget cycle completion.
- Team Development & Training: Designed and implemented staff training programs at Anthony Medical and Chiropractic Center and Bellah Therapies, improving operational productivity and compliance.
- Operational Continuity During Pandemic: Ensured operational continuity and financial stability at Bellah Therapies during the COVID-19 pandemic by implementing safety protocols and optimizing staff schedules.
- Public Access Policy Leadership: Led the development and implementation of a Public Access Policy, improving transparency and access to public records for Crawford County Government.
Affiliations
Vice Chair Precinct Committeeman, Republican Party – Liberty Township, 12/01/24, Present, Lead political initiatives, organize events, and collaborate with local leaders to promote voter engagement and community outreach.
Awards
- Blue Jacket of the Quarter, United States Navy, Recognized for exceptional leadership, performance, and dedication. Awarded to the top junior sailor for exceeding expectations and serving as a role model for peers.
- Most Dependable Employee, Bellah Therapies, LLC, Honored for outstanding reliability and consistent performance, as recognized by peers in the workplace.
Community Service
Member, Purdue Extension Board, 03/01/23, Present, Contribute to local educational and agricultural initiatives, supporting community outreach and resource development.
Professional Development And Training
- Spring Auditors Conference, 05/22/24, 13 total training hours
- Fall Auditors Conference, 10/23/24, 16.5 total training hours
Timeline
Chief Deputy Auditor / Comptroller
Crawford County Government
07.2023 - Current
Front Office Manager
Anthony Medical and Chiropractic Center
04.2021 - 11.2021
Practice Manager / Executive Assistant / Billing & Coding
Bellah Therapies
05.2017 - 04.2021
Customer Service Representative
Advance Auto Parts
11.2015 - 06.2016
Navigation Manager
U.S. Navy
04.2005 - 07.2008
Bachelor of Science - Healthcare Administration – Acute Care
ECPI University
Master of Science - Healthcare Administration – Community Health
ECPI University
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