Melinda Penick
Hillsboro,MO
Summary
Motivated, innovative leadership professional with a Bachelor’s of Science in Health Administration and Health Information Systems. Poised and competent with demonstrated ability to thrive in fast-paced environments. Excellent team-building, customer service, and management skills. Positive change manager with experience directing and improving operations through effective employee motivational strategies and standardized procedures. Proficient in best practices, market trends and requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
14
14
years of professional experience
Work History
Patient Experience Manager
Athletico
11.2017 - Current
- Lead through 3 company integrations and multiple EMR integrations
- Develop, coach, mentor, train, and manage Patient Experience Specialist (PES) in Missouri, Kansas, Illinois
- Mentor, develop, and train the Pivot PEM’s
- Manage 4 Call Center Specialists
- Analyze Call Center data to create strategic goals and processes to improve efficiencies in new patient scheduling
- Lead Patient Experience Integration of Pivot Clinics
- Coordinate and communicate plans for onsite meetings
- Hold monthly strategy meetings with PES team
- Collaborate with the PEM team on Patient Experience Strategic Priorities and ways to improve operational processes
- Run and analyze Management reports to look for trends and ways to improve performance
- Manage projects for the Athletico Platform
- Create and Maintain Standard Operating Procedures
- Rollout and ensure compliance with Standard Operating Procedures
- Maximize reimbursement by minimizing write offs
- Work as a team with VPCO and RD’s to ensure clinics are supported
- Liaison between Resource Center/Billing Center and Patient Experience Team/Clinical Team.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Lead change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
Regional Service Manager
ATHLETICO
02.2015 - 11.2017
Front Office Quality, Compliance and Training Specialist
Athletico (prorehab)
11.2013 - 02.2015
Front Office Manager
Athletico (Prorehab)
12.2010 - 11.2013
Education
Bachelor’s of Science in Health Administration and Health Information Systems -
University of Phoenix
Phoenix, AZ08.2010
Associate’s Degree in Health Administration -
Axia College of University of Phoenix
Phoenix, AZ01.2008
General Education Credits -
Purdue University
West Lafayette, IN05.2001
Skills
- Team Leadership
- Time Management
- Complex Problem-Solving
- Project Management
- Operations Management
- Strategic Planning
- Staff Training and Development
- Policy Implementation
- Customer Service
- Decision-Making
- Effective Communication
Accomplishments
Pivot EMR Integration
Front Office Training Co-Lead
- Developed and held Front Office Virtual and Onsite training
- Supported the Pivot team by populating schedules prior to go live on NextGen
- Supported the Pivot team onsite during go live weeks
Pivot Patient Experience Integration
PEM Lead
- Coordinated and presented at the PES Summit meeting in Virginia
- Assisting SVP/VPCO’s with FO staffing plan
- Holding virtual trainings for PES and PEC teams
- Analyze current processes to develop best plan to integrate Athletico processes with minimal disruption
- Mentor and develop PEM's
WORK CENTER INTEGRATION
PEM Lead
- Analyzed Front Office procedures for development of integration plan
- Developed and implemented integration plan for EMR and all other Front Office Processes
CIV/PVerify
PEM Lead
- Created and developed the original CIV process in MO
- Presented the CIV process I created to Charlie Talbot which lead to the rollout of CIV to other areas then to pVerify Project
- Collaborated with other stakeholders in this project to create the SOP for the platform and background processes.
PE DASHBOARD
PEM Co-Lead
- Involved in the development and rollout/training of the dashboard
EMPLOYEE PORTAL
PEM Co-Lead
- Assisted in creating the Patient Experience Page
PEC COUNCIL FOR EFFICIENCY
PEM Co-Lead
HRSS EXPERIENCE COMMITTEE
PEM Lead
FORMS PROJECT
PEM Co-Lead
LIMBER ROLLOUT/PILOT TEAM
PEM Lead
Timeline
Patient Experience Manager
Athletico
11.2017 - Current
Regional Service Manager
ATHLETICO
02.2015 - 11.2017
Front Office Quality, Compliance and Training Specialist
Athletico (prorehab)
11.2013 - 02.2015
Front Office Manager
Athletico (Prorehab)
12.2010 - 11.2013
Bachelor’s of Science in Health Administration and Health Information Systems -
University of Phoenix
Associate’s Degree in Health Administration -
Axia College of University of Phoenix
General Education Credits -
Purdue University