Lori White
Phoenix,AZ
Summary
Experienced Administrator focused on business efficiency and operational improvements. Dedicated and decisive leader with strategic and forward-thinking mindset. Brings progressive industry experience, willingness to learn and adaptability to changing environments.
Overview
29
29
years of professional experience
Work History
Practice Administrator
Arizona OB/Gyn Affiliates
Phoenix
09.2022 - 01.2024
- Provided administrative oversight to all practice-based departments (front/back office, scheduling, sonography, triage, advanced practice clinicians)
- Conducted regular meetings with practice staff to review performance objectives, goals, and outcomes.
- Developed and implemented practice policies and procedures to ensure compliance with applicable laws and regulations.
- Worked with corporate resources to obtain & approve all pertinent reports in the monitoring of practice performance, efficiency, and profitability
- Managed daily operations of the practice, including scheduling appointments, processing payments, and maintaining records.
- Analyzed financial data to identify areas of improvement in cost control initiatives.
- Ensured timely completion of patient services by monitoring wait times for office visits.
- Implemented strategies to reduce overhead costs while increasing revenue sources.
- Created monthly reports detailing practice metrics such as appointment volume, no-shows, collections.
- Ownership of P&L, including revenue growth, cost containment, and analysis of the impact of all operational decisions on profitability
- Managed the financial planning process (budget), and the monthly financial review process
- Ownership of special projects
Operations Administrator - Research
Mayo Clinic
Phoenix
08.2021 - 09.2022
- Oversight of research operations for Department of Medicine, Department of Nursing, and Radiation Oncology
- Oversight and management of budgets, capital requests, equipment requests, purchased services, and supplies related to research laboratories
- Managed Research Temporary Professionals (RTP); post-doctoral staff, lab technicians, and other allied health staff
- Partnered with practice Operations Administrators, Associate Administrators and other senior leaders on enterprise level initiatives related to research
- Collaborated with physicians, scientists, educators, and supervisors in a multi-disciplinary environment regarding research growth, funding, and expansion.
Director, Practice Operations, Oncology
Presbyterian Medical Group
Albuquerque, NM
07.2019 - 07.2021
- Oversight of daily clinic operations for Surgical Oncology, Radiation Oncology, and Supportive Care (nurse navigation, social work, dietician teams)
- Managed all budget and financial planning activities related to clinic operations; developed full-time employee (FTE) budgets, staffing plans, and standard workflows
- Mentored and coached direct reports and others to assist with their performance improvement and achievement of departmental and organizational goals
- Developed action plans for employee satisfaction based on survey results
- Managed physician integration, developed physician and advanced practitioner recruitment plans, managed OR block time for surgical oncologists
- Directed compliance with policies/procedures and regulatory agency standards to maintain accreditation status
- Created strategic plans for Oncology service line in conjunction with the Medical Director and Vice President
- Maintained service agreements and purchased service contracts for clinic equipment.
Program Manager, Population Health
Presbyterian Healthcare Services
Albuquerque, NM
03.2017 - 06.2019
- Responsible for the overall planning, management, and execution of various initiatives to support the Population Health department
- Managed the design, development, and implementation of initiatives in connection with Population Health leadership and various operational leaders throughout the enterprise
- Coordinated with internal stakeholders to ensure successful implementation of the program initiatives.
- Led multi-disciplinary design teams to maximize results
- Drafted reports for senior management highlighting key milestones achieved throughout the program lifecycle.
- Managed program budgets and timelines, ensuring projects stayed on track and within allocated resources.
- Developed project plans, identified risks, set objectives and monitored progress towards completion.
Director, Performance Management, Quality Institute
Presbyterian Healthcare Services
Albuquerque, NM
12.2012 - 03.2017
- Partnered with leaders in Data & Analytics, Patient Safety, Quality, and Process Excellence to create and implement standard workflows for all departments under the Quality Institute structure
- Managed all aspects of the Performance Measurement System (KPIs, scorecards, dashboards)
- Worked closely with technical staff to identify opportunities for process improvement
- Facilitated annual production of scorecards including measure selection and affirmation, development of measure definitions, determination of targets, critical Xs and action plans
- Developed annual strategic business plans
- Managed projects related to quality reporting, data submissions and designated enterprise-wide quality projects (i.e. ACO, PQRS)
- Developed communications and work plans, created timelines, completing project status reports, facilitated project team meetings.
- Developed and implemented comprehensive strategies to improve operational processes and organizational efficiency.
Project Manager, Quality/ Population Health
Presbyterian Health Plan
Albuquerque, NM
08.2011 - 12.2012
- Managed interventions for HEDIS measures specific to Children & Adolescent (CA) population
- Developed work plans consistent with enterprise-wide business strategies, analyzed data related to population health management and defined intervention activities
- Managed projects related to CA population to include facilitating monthly steering committee meetings, coordination, and participation in a variety of health fairs, community meetings and community events
- Provided high level reporting to senior leadership regarding monthly, quarterly, and annual performance results
- Prepared documentation for a variety of audits.
Communications/Regulatory Manager
Presbyterian Health Plan
Albuquerque, NM
06.2005 - 08.2011
- Created and managed the Provider Services annual communications plan
- Developed and edited materials for reports, manuals, briefs, RFPs, policies, procedures, and newsletters, as well as internal and external provider communications
- Managed the revision process for all Provider Manual for internal and external physicians, clinicians, and other practitioners
- Managed National Committee for Quality Assurance (NCQA) survey activities for Provider Services, Credentialing, Reimbursement/Contracting
- Created Provider Services process maps for department workflow procedures
- Developed and maintained communications budget to ensure compliance with the overall department budget
- Managed review/approval system by which all enterprise communications for providers were vetted before distribution.
User Support Specialist
Chickasaw Nations Industries
Albuquerque, NM
01.2005 - 06.2005
- Provided user support to Indian Health Services clients at remote sites by testing and verifying production capabilities of computer system packages
- Created presentations to assist in training of staff at various sites
- Managed outcomes related to testing and reported these results to management as required.
Business Analyst
Blue Cross Blue Shield NM
Albuquerque, NM
07.2002 - 01.2005
- Managed and implemented computer system updates and enhancements, responsible for system and workflow analysis
- Developed business requirements, processes, policies, and procedures for dedicated service unit (customer service, claims, membership, training)
- Worked closely with Information Technology (IT) staff during resolution of system problems and enhancements.
Customer Service Representative
Blue Cross Blue Shield NM
Albuquerque, NM
01.2001 - 07.2002
- Answered a high volume of calls on an Auto Call Delivery (ACD) line
- Verified member eligibility, quoted plan benefits, researched member and provider inquiries regarding claim payment, status, and denials
- Documented all inquiries on the appropriate computer systems and routed to appropriate departments.
Corporate/Unit Trainer
Blue Cross Blue Shield NM
Albuquerque, NM
07.1999 - 12.2000
- Delivered new hire training and general training to employees that was consistent throughout the corporation
- Developed, presented, and evaluated training for customer service representatives and claims processors
- Developed training materials and documentation related to a computer system conversion
- Created training plans and developed training assessments, created, and updated documentation for training purposes and creating internal processes which streamlined existing procedures.
Customer Service Representative
Blue Cross Blue Shield NM
Albuquerque, NM
06.1998 - 07.1999
- Answered a high volume of calls on an Auto Call Delivery (ACD) line
- Verified member eligibility, quoted plan benefits, researched member and provider inquiries regarding claim payment, status, and denial
- Documented all inquiries including complaints, appeals, and grievances using the required forms/computer systems, and answered customer questions regarding plan benefits and general inquiries.
Administrative Staff Support, Radiology
Presbyterian Healthcare Services
Albuquerque, NM
12.1995 - 06.1998
- Completed patient check-in/check-out
- Completed the necessary paperwork for needed X-rays and other Radiology procedures
- Scheduled examinations and maintained a numerical filing system
- Heavy phone contact with inpatient units, physician's offices, patients, and various healthcare providers.
Clinical Office Assistant, Family Practice/Urgent Care
Presbyterian Healthcare Services
Albuquerque, NM
11.1994 - 12.1995
- Received established patients for family practice appointments and gathering demographic and insurance information on new patients for urgent care
- Completed charge posting to include CPT-4 and ICD-9 coding and appropriate insurance and lab billing
- Collected insurance co-payments and assisted with cashiering duties.
Education
Master of Health Administration -
University of New Mexico
12.2018
BA, Communications & Journalism -
University of New Mexico
05.1995
Skills
- Leadership
- Team Building
- Healthcare Management
- Operations Management
- Strategic Planning
- Program/Project Management
- Communications
- Continuous Improvement
- Practice Management
- Performance Metrics
- Regulatory Compliance
- Budget Oversight
Timeline
Practice Administrator
Arizona OB/Gyn Affiliates
09.2022 - 01.2024
Operations Administrator - Research
Mayo Clinic
08.2021 - 09.2022
Director, Practice Operations, Oncology
Presbyterian Medical Group
07.2019 - 07.2021
Program Manager, Population Health
Presbyterian Healthcare Services
03.2017 - 06.2019
Director, Performance Management, Quality Institute
Presbyterian Healthcare Services
12.2012 - 03.2017
Project Manager, Quality/ Population Health
Presbyterian Health Plan
08.2011 - 12.2012
Communications/Regulatory Manager
Presbyterian Health Plan
06.2005 - 08.2011
User Support Specialist
Chickasaw Nations Industries
01.2005 - 06.2005
Business Analyst
Blue Cross Blue Shield NM
07.2002 - 01.2005
Customer Service Representative
Blue Cross Blue Shield NM
01.2001 - 07.2002
Corporate/Unit Trainer
Blue Cross Blue Shield NM
07.1999 - 12.2000
Customer Service Representative
Blue Cross Blue Shield NM
06.1998 - 07.1999
Administrative Staff Support, Radiology
Presbyterian Healthcare Services
12.1995 - 06.1998
Clinical Office Assistant, Family Practice/Urgent Care
Presbyterian Healthcare Services
11.1994 - 12.1995
Master of Health Administration -
University of New Mexico
BA, Communications & Journalism -
University of New Mexico
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