MICHAEL FRANCIS
Mt. Washington,KY
Summary
Dynamic healthcare operations professional with extensive leadership experience and a robust clinical front-office background in gastroenterology. Currently excelling as a Surgery Scheduler at Norton Healthcare, skilled in supporting physicians, coordinating patient care, and ensuring regulatory compliance while enhancing staff training and workflow efficiency. Demonstrated ability to supervise teams, optimize daily operations, and effectively serve as a liaison among providers, staff, and leadership. Committed to driving improvements in patient care and operational excellence within the healthcare environment.
Overview
6
6
years of professional experience
Work History
SURGERY SCHEDULER
Norton Healthcare
08.2022 - Current
- Coordinate daily surgical and outpatient schedules for physicians and clinical staff using EPIC while maintaining strict HIPAA compliance.
- Serve as a primary point of contact between patients, providers, nursing staff, and leadership to ensure timely, efficient care delivery.
- Review and verify pre-operative requirements, including labs, clearances, and authorizations, ensuring compliance with clinical and regulatory standards.
- Assist department leadership with training and onboarding of new staff, reinforcing workflow standards and best practices.
- Identify scheduling barriers and proactively problem-solve to reduce no-shows and improve patient satisfaction.
- Provide physicians with daily schedules and updates, supporting smooth clinic operations and patient flow.
- Triaged incoming calls, routed urgent issues appropriately, and ensured follow-up on time-sensitive patient needs.
- Trained new staff on scheduling software and office protocols, enhancing team efficiency and service delivery.
MERCHANDISE AND INVENTORY MANGER
Petsmart
05.2021 - 08.2022
- Supervised daily operations and led a team of employees, ensuring productivity, accountability, and adherence to company standards.
- Conducted interviews, participated in hiring decisions, and provided ongoing performance coaching and evaluations.
- Developed and enforced operational workflows that improved efficiency and reduced errors.
- Scheduled staff coverage to meet operational needs while controlling labor costs.
- Collaborated with leadership to resolve staffing challenges and improve team performance.
OPERATIONS MANGER
IN HOME SERVICES, Best Buy
11.2019 - 05.2021
- Oversaw daily operations for a service-based department, ensuring customer satisfaction and operational compliance.
- Led, trained, and evaluated employees while fostering a collaborative, performance-driven work environment.
- Served as a liaison between frontline staff and upper management, providing feedback and operational insights.
- Implemented process improvements to enhance service delivery and reduce operational inefficiencies.
- Maintained consistent onsite leadership to support staff and ensure adherence to organizational standards.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Hooksett, NH10-2026
ASSOCIATE OF SCIENCE -
Jefferson Community And Technical College
Louisville, KY05.2023
Skills
- Practice & Department Operations
- Staff Leadership & Training
- Physician & Provider Support
- Patient Scheduling & Access Management
- HIPAA & Regulatory Compliance
- Workflow Optimization
- Conflict Resolution
- Team Building & Communication
- EMR/EHR Systems (EPIC)
- Performance Monitoring & Evaluation
Timeline
SURGERY SCHEDULER
Norton Healthcare
08.2022 - Current
MERCHANDISE AND INVENTORY MANGER
Petsmart
05.2021 - 08.2022
OPERATIONS MANGER
IN HOME SERVICES, Best Buy
11.2019 - 05.2021
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
ASSOCIATE OF SCIENCE -
Jefferson Community And Technical College