Melissa Graves
Tulsa,OK
Summary
Highly skilled and enthusiastic professional with more than 10 years of experience managing operations in patient-centric medical offices. Successfully created centralized referral model for Utica Park Clinic. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
13
13
years of professional experience
Work History
Director of Patient Access
Utica Park Clinic
10.2018 - Current
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff for continued compliance with associated regulations.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Spearheaded and implemented new projects to expand scope of engagement.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
Centralized Referral Manager
Warren Clinic/Saint Francis Health System
08.2013 - 10.2018
- Trained new and existing staff members in various financial procedures to prepare for job requirements.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Established team priorities, maintained schedules and monitored performance.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Cross-trained existing employees to maximize team agility and performance.
Clinic Manager
AA Spine Center
08.2010 - 05.2013
- Hired, trained and supervised employees to maintain team of high performers.
- Enforced adherence with HIPAA regulations and other relevant laws and regulations to maintain compliance.
- Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out.
- Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.
- Conducted frequent clinic walk-throughs to maintain safe work environment.
- Enforced maintenance of clean and organized work environment in compliance with safety and sanitation regulations.
- Coordinated with healthcare professionals to verify proper implementation of patient treatment plans.
- Developed marketing strategies to increase visibility and patient base.
- Attended regular meetings with hospital administrators to discuss clinic operations and policies.
- Liaised with health insurance companies to process insurance claims and maximize reimbursements.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Communicated with patients, ensuring that medical information was kept private.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Scheduled surgeries, managed pre-certifications and verified insurance coverage.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
Education
Pre-Nursing
Tulsa Community College
Tulsa, OKPre-Nursing
Oklahoma City Community College
Oklahoma City, OKSkills
- Author Reports
- Emergency Readiness
- Facility Oversight
- Organizational Goal Development
- Patient Health Information Access
- Electronic Medical Record Software
- Instructional Materials Development
- Authorization Verification
- Stakeholder Coordination
- Establish Policies
- Recruit Well-Qualified Staff
- Staff Support
- Train Employees
- Problem Identification
Timeline
Director of Patient Access
Utica Park Clinic
10.2018 - Current
Centralized Referral Manager
Warren Clinic/Saint Francis Health System
08.2013 - 10.2018
Clinic Manager
AA Spine Center
08.2010 - 05.2013
Pre-Nursing
Tulsa Community College
Pre-Nursing
Oklahoma City Community College
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