Michele L. Hardy
Garner,NC
Summary
Healthcare Administration Highly motivated and results-driven healthcare administrator with 17+ years of progressive experience spearheading and restructuring management operations and improving financial performance within high-volume healthcare offices. Proven track record of increasing performance, optimizing revenue, and driving organizational efficiency through expertise in business development, project management, financial analysis, strategic planning and relationship building. Strong leader with success in directing highly skilled teams in delivering exceptional service, driving profitability, and sustaining growth. Effective communicator with technical proficiency in MS Office, Epic, EHR, Super-user, All scripts, EMR, Medi-tech, Athena, Sales Force, Epic and Streamlined, Ring Central, Power Bi, and UPR financial reporting. Financial and Management Competencies Fiscal Reporting & Analysis Technology Systems / Integration Revenue Optimization & Management Strategic Planning and Implementation Patient & Family Support Leadership & Development Operational Efficiency & Continuity Public & Community Relations Account Operations Manager oversees day-to-day activities of creative and development resources on multiple projects and manages stakeholder relationships. Brings strong knowledge and execution of project management principles and methodologies. Learns quickly, analyzes situations and makes decisions to support ongoing company success.
Overview
24
24
years of professional experience
Work History
Operations Account Manager
Unified Physicians Management
Raleigh, NC
01.2016 - Current
- Provide day-to-day management oversight for 12 OB/GYN offices including budget administration, revenue and cost management reimbursement, quality assurance, performance improvement and human resources
- Increase efficiency, accuracy and productivity by creating, implementing and streamlining improved office processes and reporting procedures
- Lead quarterly meetings presenting key information such as revenue and financial data ensuring individual offices are reaching target revenue
- Onboard training of clerical personnel and office managers improving operational continuity across all offices and enforcing effective workflow procedures
- Enhance Athena Collector and Athena Collector & Clinical/Streamlined processes through rigorous training achieving company metrics and optimizing revenue while promptly resolving all questions and issues critical to the success and development of office managers and providers
- Review and analyze key financial reports, identify key indicator trends, Taraand develop plans to ensure best practices are implemented to appropriately maximize office profitability
- Build and develop an effective team, motivate, and influence staff to excel and maintain excellent internal and external relationships continuously surpassing expectations and exceeding patient satisfaction
- Key Contributions:
- Orchestrated and implemented Pmall database (Practice Managers Associates, LLC) allowing for quick and smooth inter-office communication and cohesiveness
- Integral member of NCAM (North Carolina Account Managers); Devised business practices to increase productivity, enhance efficient workflow processes and optimize accounts receivable revenue
- Developed and follow the project timelines for all projects using Microsoft
- Communicate with clients on a weekly basis providing status Revenue reports and updates
- Face to face meeting with clients
- I continue to establish and maintain communication with clients and/or team members; understand their needs, resolve issues, and meet expectations
- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations that would impact the bottom line
- Identify the training needs that will equip the staff with fundamental skills and knowledge
Team Lead (Front desk supervisor)
NCHV & Wake Heart Vascular Associates, Garner
Raleigh, NC
01.2007 - 01.2016
- Tactfully analyzed and implemented improved standards and procedures for office personnel and providers
- Performed all aspects of administrative operations from scheduling appointments, validating insurance and payment authorization, inputting claims, processing payments and responding to telephone inquiries
- Reviewed and resolved technical issues, edited claims and reversed high percentage of rejections and denials
- Coordinated and tracked vascular and special study pre-authorizations to facilitate timely approvals and educated patients regarding diagnostic procedures such as echocardiograms, nuclear medicine and other medical procedures
- Vital in streamlining and supporting clinic flow ensuring the highest level of care and service is given to patients, fellow employees and referral sources
- Trained staff at all NCHV locations and resolved staffing shortages as necessary
- Key Contributions:
- Instrumental in the training and developing of staff, physicians and other healthcare teams in the use, function and troubleshooting of EPIC software.
Patient Accounts Specialist
Johnston Memorial Hospital
, NC
01.2005 - 01.2007
- Provide administrative, accounting and technical support by initiating and completing charges, maintaining departmental data and resolving problems in the patient billing process
- Utilized excellent interpersonal skills to facilitate and negotiate timely and accurate payments
- Monitored and tracked claim denials on a daily basis and counseled walk-in patients regarding insurance benefits and medical coverage questions
- Re-directed incoming calls to appropriate personnel and researched and answered insurance and provider payment questions
- Vital in ensuring operations ran efficient with a focus on supporting physicians, clinical staff and management to promote patient satisfaction
- Key Contributions:
- Minimized delinquent account percentages by providing synergistic communication and drafting feasible payment plans
- Maximized insurance reimbursements through tactful management and resolution of outstanding claims.
Medical Office Administrator
East Carolina Neurology
Greenville, NC
01.1999 - 01.2005
- Experience in home health and hospice, medical equipment, and neurology fields.
Education
Associate of Applied Science - Medical Office Administration
Pitt County Community College
Master of Business Administration - Healthcare Management
Strayer University
2016
Bachelor of Science - Healthcare Administration
Ashford University
2014
Skills
- Customer Inquiries
- Performance Monitoring and Evaluation
- Management Training
- Team Engagement
- P&L Administration
- Business Growth Initiatives
Timeline
Operations Account Manager
Unified Physicians Management
01.2016 - Current
Team Lead (Front desk supervisor)
NCHV & Wake Heart Vascular Associates, Garner
01.2007 - 01.2016
Patient Accounts Specialist
Johnston Memorial Hospital
01.2005 - 01.2007
Medical Office Administrator
East Carolina Neurology
01.1999 - 01.2005
Associate of Applied Science - Medical Office Administration
Pitt County Community College
Master of Business Administration - Healthcare Management
Strayer University
Bachelor of Science - Healthcare Administration
Ashford University
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