MELISSA DAWSON

Practice & Operations Leadership

• Directed daily operations of a busy clinical practice and infusion center, overseeing patient access, scheduling, billing, and revenue cycle functions.
• Managed a multi-million-dollar, 22-month phased expansion of oncology and infusion suites, ensuring on-time delivery and operational readiness.
• Developed and implemented policies, procedures, and compliance programs to meet regulatory and institutional standards (OSHA, HIPAA).
• Facilitated adoption of new technology systems, improving workflow efficiency and patient service delivery.
• Created and tracked key performance metrics, driving improvements in revenue growth, efficiency, and patient satisfaction.

Team Development & Program Management

• Recruited, hired, trained, and scheduled medical and administrative staff, strengthening team capacity and retention.
• Co-led a staff retention initiative that advanced diversity, equity, inclusion, and belonging across the organization.
• Led the Practice Manager team in designing and launching the Care Coordinator role, including training and standard work.
• Program Manager for Medical Assistant, Team Coordinator, and Care Coordinator development, providing ongoing coaching and professional support.
• Conducted staff meetings, communicated organizational goals, and provided feedback to enhance performance and engagement.

Collaboration & Patient Experience

• Partnered with interdisciplinary teams to support patient care initiatives and seamless care coordination.
• Acted as primary liaison between patients, providers, and administrative staff, resolving escalated issues with professionalism and compassion.
• Strengthened vendor relationships to secure supplies and services, ensuring uninterrupted operations.

• Demonstrated strong leadership in managing clinical and administrative operations, ensuring alignment with organizational standards and professionalism.
• Streamlined clinic workflows to modernize processes, improve efficiency, and enhance patient and staff experience.
• Served as the primary liaison for patients, vendors, physicians, and staff, fostering effective communication and problem resolution.
• Oversaw front-office staffing, including recruitment, hiring, training, and annual performance reviews.
• Directed revenue cycle processes, including charge report review and analysis, to ensure accuracy and financial integrity.
• Provided leadership and support to front-office staff, stepping in as needed to maintain seamless operations.
• Upheld organizational values and ethical standards, reinforcing a culture of excellence and trust.

• Directed patient registration, billing, and collections, ensuring compliance with federal and local regulations while resolving denied insurance claims.
• Oversaw full revenue cycle operations, including claims management, cash flow tracking, and financial reporting.
• Implemented new practice management and scheduling systems, improving efficiency, productivity, and patient experience.
• Led Medicare ESCO reporting program and trained staff across billing and clinical teams to support operational excellence.

Administered all aspects of billing operations, including claims verification, insurance review/analysis, patient coordination, and conflict resolution, to maximize profitability, efficiency, and organizational growth.