Melissa Luke
Columbia Station,OH
Summary
Professional with background in healthcare management, bringing valuable experience in streamlining operations and boosting clinic performance. Known for fostering collaborative team environment and driving quality improvements. Dependable and adaptable, excelling in dynamic settings with focus on patient care and staff development.
Overview
25
25
years of professional experience
Work History
Practice Manager
Apex Skin
Avon, OH
09.2023 - Current
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Ordered all office supplies and kept check on inventory levels.
- 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.
- Supervised team of 10 office personnel.
- 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.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations to ensure high levels patient service and care.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Collaborated with marketing teams to develop promotional materials that effectively highlighted the practice''s unique offerings.
- Streamlined communication between different departments, leading to more cohesive patient care.
Program Director, Information Technology Center of Excellence
Cuyahoga Community College
Parma, OH
05.2022 - 08.2023
- Competency Based Education Team Lead
- Accreditation Council for Business Schools and Programs Champion
- Assist students with overrides, course guidance, and any other needs
- Budget, Faculty Travel, Purchase Orders, Enrollment Reports, Data trends
- Maintained and updated project related documents.
- Developed and implemented program goals and objectives, establishing specific and measurable outcomes aligned with organization's overall mission.
- Achieved recognition for program through successful submission of award applications and presentations at industry events.
- Developed and managed program budget, optimizing resource allocation to meet strategic objectives.
- Provided ongoing direction and leadership for program operations.
- Collaborated closely with executive leadership to develop strategic plans for long-term growth.
- Monitored program performance to identify areas for improvement.
- Coordinated budgeting, scheduling and resource allocation to facilitate smooth flow of operations.
- Established program policies and procedures to comply with regulatory requirements.
- Promoted an inclusive environment by actively engaging diverse populations in all aspects of programming.
Manager, Campus Scheduling /BUC Campuses
Cuyahoga Community College
Parma, OH
04.2018 - 05.2022
- Manages the scheduling of all campus facilities
- Create and manage courses and all scheduling requests
- Faculty assignment workload
- Work closely with faculty and division coordinators to ensure appropriate classroom environment for our students
- Maintained professional, organized, and safe environment for employees and patrons.
- Accomplished multiple tasks within established timeframes.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions.
- Spearheaded transition to remote work during global health crisis, ensuring business continuity and employee safety.
Physician Assistant Program Director
Cuyahoga Community College
Parma, OH
03.2017 - 12.2018
- Student preceptor rotation schedule. Recruit and retain preceptors from local medical facilities
- Facilitate bi-monthly preceptor evaluations of students
- Established strategic partnerships with external organizations, expanding program reach and impact.
- Developed marketing materials to promote program offerings, increasing awareness and participation rates among target audiences.
- Monitored and evaluated program outcomes, applying findings to refine and improve future initiatives.
- Created and enforced programming standards to maintain compliance with regulatory requirements.
- Provided ongoing direction and leadership for program operations.
- Collaborated closely with executive leadership to develop strategic plans for long-term growth.
- Monitored program performance to identify areas for improvement.
Accounts Receivables Supervisor
MSN Healthcare Solutions, LLC
Lorain, OH
05.2015 - 11.2016
- Office supervisor of 16 employees
- Responsible for all aspects of human resources including payroll
- Accounts Receivable – monthly reporting and trending
- Responsible for weekly and monthly reporting, invoicing clients
- Patient Account Collections
- Ledger entry and reconciliation
- Client Services including scheduling, preparing and presenting in monthly meetings
- Physician Credentialing – insurance plan contract negotiations
- Responsible for all customer service including addressing and solving any complaints or escalations
- Marketing and Advertising
- Improved cash flow by implementing efficient accounts receivable processes and reducing outstanding balances.
- Collaborated with internal departments to resolve billing discrepancies, improving interdepartmental communication.
Office Manager
North Coast Obstetrics & Gynecology, Inc. North Coast Laser Liposuction, Inc
Elyria, OH
04.2001 - 09.2014
- Supervisor of a multi-office practice consisting of 13 employees including daily work schedule and assignments
- Responsible for all aspects of human resources including payroll, interviewing, hiring, training and performance reviews
- FMLA/Short or Long Term Disability for patients
- Physician and Nurse Practitioner credentialing including insurance company contract negotiations
- Marketing and Advertising via letter and or e-mail including the design all media advertisements , compose articles, and creation of fliers/ads that were distributed for monthly specials
- Organize and host meetings with pharmaceutical representatives, local media, and prospective business partners
- Accounts Receivables – weekly and monthly reporting along with trending. Ledger entry and reconciliation
- Patient Account Collections including patient billing statements
- Responsible for all customer service including addressing and solving any complaints or escalations
- Assist with in office procedures within the OB/Gyn and Aesthetics areas of the practice.
- Maintained accurate financial records by reconciling accounts payable/receivable transactions regularly to ensure balanced budgets.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Managed vendor relationships, negotiating contracts for cost savings while maintaining high-quality services.
Firefighter/EMT-A
South Amherst & Columbia Township Fire Departments
Ohio
03.2004 - 12.2013
- Responded to emergency medical calls to perform lifesaving procedures and other emergency medical services.
- Collaborated with fellow firefighters to execute efficient firefighting strategies, mitigating property damage and loss of life.
- Drove and operated structural pumpers, tankers, ladders, and service vehicles to aid in rescue operations.
- Operated fire hoses, hydrants and extinguishers to eliminate fire and prevent from spreading.
- Performed life-saving procedures during medical emergencies, administering CPR and first aid as needed.
Emergency Room Technician
Fairview Hospital, Cleveland Clinic
Cleveland, OH
12.2006 - 11.2013
- Patients and their family’s needs were top priority as well as interaction with physicians and other employees
- Responded quickly and calmly to emergency situations, providing life-saving measures when necessary.
- Demonstrated adaptability in fast-paced environments by managing multiple tasks simultaneously while maintaining high levels of accuracy under pressure.
- Measured vital statistics, collected specimens for lab analysis and recorded data in appropriate medical records.
- Collected basic samples, labeled specimens properly, and transferred to laboratory for testing.
- Quickly responded to codes and cardiac monitor alarms.
- Supported successful code responses by quickly delivering necessary medications and supplies as needed during critical situations.
- Prepared patients for surgery or further diagnostic testing by inserting IV lines and foley catheters as required.
- Supported patient recovery by providing post-treatment care instructions and follow-up recommendations.
Skills
- Office Management, Accounts Receivable, Payroll, Project Implementation & Management
- Interviewing and hiring of employees including training and position reviews, daily work scheduling assignments
- Marketing and Advertising
- Detail oriented, extremely organized along with the ability to multi-task
- Able to work with a team or independently with little supervision
- Microsoft Office (including Excel, PowerPoint, Word, Access, and Publisher), QuickBooks, Quicken, Banner, AdAstra, CLSS, Vizio, Teams, WebEx, Zoom, Argos, My Tri-C Buy, KWeb
- ICD-9; ICD-10 and CPT coding for inpatient, outpatient, and in office exams, tests and surgical procedures, EPIC, ModMed/EMA
- EDI Clearinghouse
- Ledger entry and reconciliation - Monthly reporting, invoicing and trending, DOMO
- Creative thinking
- Schedule management
- Staff management
- Practice management
- Workflow management
Timeline
Practice Manager
Apex Skin
09.2023 - Current
Program Director, Information Technology Center of Excellence
Cuyahoga Community College
05.2022 - 08.2023
Manager, Campus Scheduling /BUC Campuses
Cuyahoga Community College
04.2018 - 05.2022
Physician Assistant Program Director
Cuyahoga Community College
03.2017 - 12.2018
Accounts Receivables Supervisor
MSN Healthcare Solutions, LLC
05.2015 - 11.2016
Emergency Room Technician
Fairview Hospital, Cleveland Clinic
12.2006 - 11.2013
Firefighter/EMT-A
South Amherst & Columbia Township Fire Departments
03.2004 - 12.2013
Office Manager
North Coast Obstetrics & Gynecology, Inc. North Coast Laser Liposuction, Inc
04.2001 - 09.2014
Accomplishments
- Founder of Ride Against Blood Cancers a non-profit organization that benefits The Leukemia & Lymphoma Society Northern Ohio Chapter and all those affected by a blood cancer diagnosis. Featured interview in The Chronicle Telegram about Ride Against Blood Cancers.
- LLS Patient Mentor, Mission Day attendee, Team Leader, Strive for Five Club for Light The Night
- 4th Angel Mentor, Scott Hamilton CARES Initiative Experience
- LLS 2016 Light the Night Walk Honored Hero
- Past Second Vice President, Secretary, Trustee and Treasurer - Edward P. Madak VFW Post 9340 Auxiliary
- Past Madam President, Trustee - Columbia Fraternal Order of Eagles # 4003 Ladies Auxiliary
- 2017 Woman of the Year Candidate Nominee – The Leukemia & Lymphoma Society
- Selected as Fairview Hospital’s 2012 Trees of Hope honored patient speaker
- Leukemia & Lymphoma Society patient advocate on Capitol Hill – speaking with Senators and members of the House of Representatives