Maria Lassiter

Casa Grande,AZ

Summary

Highly versatile Healthcare Operations and Patient Services Leader with over 15 years of experience driving efficiency across life sciences and multi-site medical practices. Proven expertise in managing teams of up to 55 employees, overseeing multi-million dollar revenue cycles, and ensuring strict compliance with AHCCCS and ADHS regulations. Currently serving as a Subject Matter Expert (SME) in CAR T cell therapy patient navigation and clinical case management.

Overview

years of professional experience

Work History

CAR T Patient Support Navigator (Case Manager / SME)

Eversana Life Sciences (Bristol Myers Squibb Program)

Chesterfield, MO

10.2021 - 04.2026

Manage the end-to-end patient journey for high-complexity cell therapy products (Abecma and Breyanzi) across five states.
Collaborated with cross-functional teams to enhance service delivery and streamline operations.
Mentored junior navigators, fostering skill development and improving team performance.
Serve as the Cell Therapy 360 Subject Matter Expert (SME), mentoring a team of 8 to ensure program excellence.
Coordinate complex benefit investigations and level 1 scheduling support with CAR T Centers to facilitate life-saving treatment.
Administer comprehensive support programs, including travel, lodging, and copay assistance, while maintaining strict HIPAA and SOP compliance.
Led navigation strategy to optimize patient access and adherence in life sciences programs.
Developed training materials for staff on best practices and tools for patient navigation.

Practice Manager (Multi-Site Operations)

A to Z Dermatology / Phoenix Children's

Mesa, AZ

02.2012 - 10.2021

Directed operations for 8 multi-site offices, supervising 55 employees and 6 site supervisors.
Managed all financial health indicators, including payroll, expense management, and budget planning for all clinical locations.
Led the full Human Resources lifecycle, including interviewing, hiring, and mentoring staff and medical providers.
Standardized policy implementation across all offices to ensure 100% compliance with ADHS and AHCCCS standards.
Optimized the revenue cycle by managing patient collections and resolving denied or uncharged claims.
Oversaw daily operations to ensure efficient patient flow and high-quality care delivery.
Implemented process improvements that enhanced clinic efficiency and reduced patient wait times.
Managed staff schedules to optimize resource allocation and maintain service quality standards.
Developed training programs for new hires, fostering a culture of continuous learning and development.
Collaborated with cross-functional teams to streamline communication and improve overall patient experience.
Analyzed performance metrics to drive strategic decisions and enhance operational effectiveness.
Established protocols for inventory management, ensuring timely availability of essential medical supplies.
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.
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.
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.

Practice Administrator / Operations Manager

English Dermatology Centers

Mesa, AZ

09.2007 - 12.2012

Supervised 20 employees from two office locations, including the centralized billing department.
Spearheaded provider credentialing (MDs, NPs, PAs) and managed complex insurance contract renewals.
Developed monthly and yearly operational reports to track practice growth and financial performance.
Streamlined patient scheduling process, improving appointment efficiency and reducing wait times.
Implemented electronic health record system, enhancing data accessibility and accuracy for clinical staff.
Developed training programs for new administrative staff, promoting consistency in operational procedures.
Coordinated multi-disciplinary team meetings to enhance communication and collaboration across departments.
Monitored compliance with healthcare regulations and policies, ensuring adherence to industry standards.
Analyzed practice performance metrics, identifying areas for operational improvement and cost reduction strategies.
Led initiatives to improve patient satisfaction scores through targeted feedback implementation and service adjustments.
Oversaw daily practice operations to guarantee seamless service delivery for patients and providers alike.
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.

Education

Bachelor of Science - Biology

Arizona State University

Tempe, AZ

01-2027

Skills

Operations: Multi-Site Management, Policy & SOP Development, Project Leadership
Financial: Revenue Cycle Management (RCM), Budget Planning, Payroll, Insurance Auditing
Clinical Support: Prior Authorizations, Benefit Investigations, Patient Advocacy, Triage
Technology: Salesforce, QuickBooks, Advanced MD, Medisoft, Microsoft Office Suite
Case Management: Current expertise in the CAR T patient journey
Cross-functional Team Leadership: Experience managing up to 55 employees across multiple sites

Provider Credentialing: Practice Administrator
Financial Software: QuickBooks, AS400, and comprehensive payroll/budget planning systems
Scientific & Quantitative Tools
Conscious Capitalism: Driven by a "people-first" approach to operations, ensuring that business success and employee well-being are mutually inclusive
Cultivating Culture: Proven ability to build environments that reduce staff turnover and increase service consistency for long-term clients
Empathetic Navigation: Leveraging high emotional intelligence to de-escalate complex inquiries and provide a sense of comfort to patients and caregivers

Timeline