Luke Hamilton
Summary
Experienced healthcare leader with professional experience optimizing productivity, efficiency and service quality across various environments. Highly dependable, ethical and reliable support specialist and leader. Adept at implementing strategic business plans, driving growth and improving operations. Possess budget and financial management skills and stakeholder relations. Works effectively with cross-functional teams in ensuring operational and service excellence.
Overview
16
16
years of professional experience
Work History
Administrative Director
Montefiore Medical Center
03.2019 - Current
- Plans, organizes, and controls administrative activities for programs including strategic planning, facility planning and regulatory affairs, development/implementation of programs and services, grants management and IS&T systems
- Serves as a strategic partner for practice management, business development, practice acquisitions, organizational goal attainment, and efficient patient centric operational workflows
- Builds sustainable and strategic relationships across departments with member entities, partner institutions, and physician networks
- Routinely identifies opportunities for revenue enhancement, clinical expansion, and market share growth
- Develop and implement operational policies and procedures to ensure standardized and efficient workflows at all ambulatory sites to enure the delivery excellent patient care.
- Streamline office processes by implementing efficient administrative systems and procedures.
- Lead a team of practice managers and supervisors in ensuring all sites are achieving the set benchmarks
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Utilize epic dashboards and other managerial reports to track performance and identify trends that needs to be focused on
- Generate and present departmental monthly productivity reports to Executive Leadership.
- Ensure compliance with federal, state, and local regulations, including HRSA and TJC requirements. Develop and enforce policies and procedures to ensure compliance with regulatory requirements.
- Assist with preparing department for TJC actual and mock surveys.
- Assist with budgetary/financial management of all outpatient sites
- Assist grants team by providing data to support grant submission and reporting outcomes on deliverables
- Manages all HR related functions including hiring, onboarding, firing, and equitable performance evaluations
- Facilitate Monthly operations and staff meetings to provide a space for staff input
- Work collaboratively with clinicians, QI team to obtain and maintain PCMH accreditation for all ambulatory sites
- Provides oversight of staffing needs across all ambulatory sites including nursing support
- Collaborate closely with the community to ensure the organization's health centers meet the needs of the population we serve.
- Foster a positive work environment through team-building activities, recognition programs and open communication.
- Lead, direct, manage and mentor 7 administrative staff members.
- Implement data management systems to track key performance metrics and inform strategic decision making.
- Facilitates meetings among various departments to address challenges or issues affecting the organization''s goals.
- Manage budgetary concerns for the department, reducing overall expenses while maintaining operational efficiency.
- Lead change management initiatives, successfully navigating organizational transitions with minimal disruption to ongoing operations.
Practice Manager
New York University Langone Health
07.2015 - 03.2019
- Company Overview: Internal Medicine Associates and Infectious Disease
- Managed daily practice operations to optimize appointment scheduling, patient records management, billing functions and overall patient satisfaction.
- Promotes excellence in patient experience by monitoring patient feedback, responding to issues, and reinforcing best practices
- Collaborates with Physicians to support efficient workflows and optimize patient access
- Directed business and patient care functions of all three Faculty Group Practice sites
- Collaborated with FGP leadership on implementation of FGP business planning decisions and initiatives including onboarding new physicians, new locations, and space expansion/consolidations as needed
- Enforced adherence of NYULH and FGP policies and procedures and standards including but not limited to HIPAA, Compliance and Human Resources
- Worked with Regional Director to develop staffing standards, ongoing trainings and performance and productivity metrics
- Reviewed operational dashboards and management reports to track performance, identified areas for improvement and developed detail action plans
- Provided oversight and management of key indicators related to MIPS, Epic front-end work queues, waitlists, in baskets, open encounters, and patient experience, etc
- Attended FGP Leadership and Administrative meetings and effectively communicates upcoming changes, upgrades, and initiatives to staff and physicians
- Participated in financial management including budget planning and business development activities
- Managed equipment including asset acquisition, maintenance, end of useful life planning and proposals for new/replacement items
- Worked collaboratively with colleagues and site management to ensure a positive experience and timely resolution for all patient interactions and inquiries whether in person, by phone or via electronic messaging
- Partnered with Patient Access Center and Central Billing Office team members to support collaboration and promote a positive patient experience
- Conducted staff competency assessments and performance evaluations providing feedback, identifying training needs, and pathways for employee continued career success
- Conducted routine staff meetings and care team huddles to promote staff clear communication
- Promoted employee engagement activities within the practice, engaging feedback from support staff and leaders internally
- Generated physician and overall practice productivity reports
- 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.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Developed policies and procedures for effective practice management.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
- Supervised team of 35 office personnel.
- Addressed and remedied all patient or team member concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
- Boosted staff morale by offering constructive feedback and specific direction.
- 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.
- Trained interns and newly hired team members on office procedures and computer system.
- Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
Practice Manager
Columbia University
01.2014 - 07.2015
- Managed overall daily administrative and clinical operations of the primary care practices to optimize appointment scheduling and patient access
- Collaborated with Dean of Finance and Dean of Communications to target and attract new business opportunities
- Monitored monthly Press Ganey scores to ensure excellent overall patient satisfaction
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
- Provided oversight of the revenue cycle through timely submission of charges, coding review and write off approvals for monthly issue log
- Created and monitored provider schedules in IDX to improve patient access and volume
- Ensured adequate clinical and administrative staffing support was available daily
- Monitored meaningful use compliance weekly report to ensure providers are meeting required measures
- Conducted bi-weekly faculty and staff meetings in conjunction with the medical director
- Attended monthly meetings with department chair to review ambulatory sites budget, overall strategy and their effectiveness
- Improved practice revenue through effective financial management and strategic cost reductions.
- Managed payroll functions, tracking vacation/sick days for all employees and performs all necessary human resource functions such as hiring, training, supervising, disciplinary actions, and performance appraisals
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Consistently promoted a patient-oriented culture to ensure patient satisfaction
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
Practice Manager
St. Luke’s – Roosevelt Hospital- Continuum Health Partners
10.2011 - 12.2013
- Managed the daily operations of three multi-specialty practices providing care across 14 different sub-specialties including a orthopedic, cardiology, pulmonary, neurosurgery and neurology etc
- Reviewed (P&L) reports along with Assistant Director and Vice President of Ambulatory
- Communicated effectively at all levels to ensure clarity and consistency in the direction of each practice
- Developed and implemented workflows for E-clinical Work (EMR) to promote privacy, safety, efficiency and quality patient care
- Improved operational workflows, which allowed for increase in number of daily patient appointments.
- Performed the role of Super User for eCW and IDX implementation
- Responsible for the efficient utilization of practice space
- Liaison between practice and chairman of each specialty by having monthly meetings to strategize on practice development
- Assisted with all practice budgetary decisions and coordinated the purchase of supplies needed to run the practice
- Oversaw initiatives to increase revenue for Continuum Health Partners and practices (Meaningful Use Initiative, analysis and managing of schedules)
- Directed, managed and coached front office and clinical staff on day-to-day operations to promote efficient patient flow
- Managed the flow of the practice to ensure compliance with Joint Commission and hospital policies
- Problem solving and addressing issues raised by physicians, employees, and patients
- Marketed the practice in local community and ensured appropriate signs are in place to assist patients and staff
- Oriented providers including residents and fellows to practice workflow, policies, and procedures
- Developed and maintained effective relationships with physicians, administrative staff, patients, and the public
- Demonstrated skill to counsel/discipline and handle grievances of union and non-union staff
- Made decisions regarding hiring, firing and conduct performance evaluations
- Approved time-off requests and maintained schedules for both staff and providers
- New York, NY
- Developed close working relationships with front office and back office staff.
Project Control Manager
Savannah Pines
02.2009 - 09.2011
- Managed a $65 million dollar privately and federally funded budget.
- Directed day-to-day operational aspects of project and scope and monitored progress of construction activities.
- Reported regularly to stakeholders on project budget, progress, and technical problems.
- Monitored project progress, identified risks and took corrective action as needed.
- Maintained accurate account of all the company’s inventory
- Implemented quality control standards for consistent approach and results.
- Verified completed projects met approved time, quality, and cost estimates.
- Scheduled workforce needs with superintendents and allocated company resources to meet project requirements.
- Verified quality of deliverables and conformance to specifications before submitting to clients.
- Sourced, vetted and managed vendors needed to accomplish project goals.
- Managed commercial construction projects by working effectively with general contractors, subcontractors, engineers and architects.
- Produced regular project update reports for senior business leadership.
- Developed and executed pre-construction milestones on project schedule.
Education
MBA -
William Carey University
Hattiesburg, MSB.S. - Business
William Carey University
Hattiesburg, MSSkills
- Organizational Leadership
- Program Management
- Strategic Planning
- Effective Communication
- Operations Management
- Delegation
- Grants Management
- Change Management
- Budget and financial management
- Effective Decision Making
Accomplishments
- Successfully transition all ambulatory sites to hybrid healthcare operation during Covid.
- Collaboratively worked with a multi-disciplinary team to successfully and safely 'ramped-up' ambulatory sites operations post-Covid.
- Improved ambulatory sites operations efficiency and patient satisfaction by creating detail action plan and implementing standardized operation workflow guides.
- Achieved a 38.6% revenue increase in first year at Columbia Doctors Internal Medicine.
- Led my practices to be the leaders in access, patient satisfaction and MyChart enrollment across the institution for two consecutive years.
- Achieved a 49% patient volume increase within a 15-month period at Columbia University.
- Decreased Single Family Luxury Homes construction cost by 11% ($85K to $76K).
- Improve patient access and increase the patient volume by monitoring third next available appointment
Timeline
Administrative Director
Montefiore Medical Center
03.2019 - Current
Practice Manager
New York University Langone Health
07.2015 - 03.2019
Practice Manager
Columbia University
01.2014 - 07.2015
Practice Manager
St. Luke’s – Roosevelt Hospital- Continuum Health Partners
10.2011 - 12.2013
Project Control Manager
Savannah Pines
02.2009 - 09.2011
B.S. - Business
William Carey University
MBA -
William Carey University
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