Michelle Thornton
New Orleans,LA
Summary
Outgoing Clinic Manager with over 6 years of experience working with medical personnel. Exceptional skill in time management creates productive workflows and inspires quality patient care. Emphasizes building relationships and strong recruitment methods.
Overview
19
19
years of professional experience
Work History
Clinic Manager
Priority Healthcare
03.2022 - 05.2024
- Provide oversight of the clinical team and coordination of care according to PHC policies and procedures
- Ensure adequate staffing and coverage is maintained daily at multiple locations
- Responsible for day-to-today management and leadership of clinical team including areas of operation such as ordering supplies and ensuring proper disposal of hazardous materials as well as destruction of PHI
- Maintain and monitor necessary contracts with LabCorp, Stericycle, McKesson, and Shred- It
- Ensure clinical staff participates in daily huddle
- In absence of assigned staff, facilitate huddle
- Oversee assigned clinical staff in communication with local hospitals and specialists to ensure proper follow-up after emergency department visits, hospitalizations, and specialist consults
- Regularly assist providers and team members with procedures in the absence of direct care staff
- Consult with other departments as appropriate, to collaborate in patient care and performance improvement activities
- Provide education to clinical staff pm performance improvement at each site
- Maintain a good working relationship and effectively communicate both within the department and with other departments for the benefit of the patient
- Develop, revise, and implement clinical policies and procedures that are vital to patient care and care management
- Delegate specific duties and tasks and assure completion of assigned tasks to department personnel
- Provide recommendations and complete evaluations as indicated and submitted timely to the CCO
- Oversight of tracking all patient testing and diagnostics in accordance to ensure that referrals are being processed and managed according to PHC policy
- Perform waived testing (point of care testing), interpret results, and take appropriate action as required
- Assist patients and families in problem solving potential issues related to healthcare systems, financial, or social barriers by identifying and utilizing cultural and community resources and establishing/maintain relationships with identified service providers (e.g., interpreters, transportation, and prescription assistance.) Draft and submit incident reports to the appropriate internal and external agencies
- Schedule lunch with pharmaceutical representatives so that clinical staff may learn more about different products
- Review, approval or deny PTO request.
Occupational Health Monitor
Medix Healthcare
10.2020 - 03.2022
- Conducted COVID-19 testing
- Confirm the patient's demographic information
- Managed daily inventory
- Delivered specimens to appropriate destinations.
Supervisor, Medical Operations
TriWest Healthcare Alliance
06.2020 - 06.2020
- Managed daily inventory and production via Vet Connect, Care Radius, CRM, daily WFM files, IEX, Avaya Dashboard Matter Site and Tableau in a timely manner
- Created and delegated daily assignments assuring all urgent matters were handled as a first priority with hourly checkpoints to assure all inventory was being cleared according to business standards
- Ran daily reports to assure inventory was being managed according to business standards
- Managed appointing standards based upon business rules to meet VAMC beacon standards
- Managed referrals and authorization returns to assure proper handling took place
- Completed service 5-6 service observations and quality audits on each team member monthly
- Managed special projects with stringent deadlines while effectively communicating expectations with my team and reporting updates to leadership
- Provided feedback and development, creating actions plans when needed in areas that needed improvement
- Completed monthly 1:1 performance reviews with direct reports
- Maintained my team’s monthly adherence threshold of 92% average monthly through WFM system
- Managed attendance daily and provided coaching when needed per Operations Attendance Guidelines
- Managed timesheet coding and approval as it related attendance management, FMLA and ADA basics
- Managed in-call held time at 3 minutes or less on an average basis
- Managed, coached, trained and developed 20 employees.
Medical Management Team Lead
TriWest Healthcare Alliance
01.2016 - 06.2019
- Conducts research to ensure accurate documentation of the patient’s clinical information
- Review and respond to complex referral requests from VA and civilian providers with appropriate coding provider selection
- Responds to inquiries from Veterans and providers regarding specific aspects of the VA program
- Information and assistance includes referrals, authorizations, and the location and use of network and certified providers
- Place outbound phone calls to Veterans and providers as needed within contractual timelines
- Consistently display professional and courteous service skills to internal external customers
- Takes appropriate measures to comply with HIPAA regulations to protect privacy of Veteran’s health information
- Documents the transmission of medical referrals to the facility or the network provider in line with procedures
- Documents all communications involving Veteran and provider contacts
- Mastered knowledge of various software applications in use at TriWest, including procedures and processes of the VA program
- Assesses fax or emailed documents, to ensure appropriate entry into the medical management system
- Works with standard coding systems including: standard taxonomy, International Classification for Diseases, Current Procedural Terminology, and Healthcare Common Procedure Coding System
- Consistently meets department productivity and performance metrics.
VA Care Coordinator
TriWest Healthcare Alliance
05.2016 - 04.2017
- Outsource as many as 50 veterans daily to Civilian Providers for medical Care
- Team player when group projects arise that require immediate attention
- Engages in panel discussions on how to improve the appointing process for our veterans
- Handles delicate situations, such as veteran requests, special needs and complaints
- Monitors all emails coming into and going out of my team's email with the Microsoft Outlook email program
- Improved the response time by 50% when responding to VA nurses and civilian facilities
- Review and respond to at least 100 calls and emails daily from VA providers and civilian facilities daily
- Conducts thorough research daily to identify issues related to escalated requests, ensures accurate documentation of the Veteran’s information into the Care Radius System and works to resolve the issues utilizing hub or corporate resources as needed
- Works with standard coding systems including: Standards medical taxonomy, International Classification for Diseases, Current Procedural Terminology, and Healthcare Common Procedure Coding System
- Take appropriate measures to comply with HIPAA regulations to protect privacy of Veteran’s health information
- Consistently exceeding the daily goal of resolving 25 escalated issues that may arise
- Responds to inquiries from the VAMC staff and providers regarding Consults requests and orders submitted through the Care Radius Software System.
Lead Medical Assistant
Foot and Ankle Center LLC
12.2014 - 01.2016
- Performs various office duties including patient referrals, callbacks, patient phone triage, prescription refills and prior authorizations
- Manage office, order and stock medical supplies including pharmaceutical samples
- Maintain ongoing contact with pharmaceutical rep and specialty pharmacies
- Obtains authorizations needed for multiple outpatients and inpatient surgical procedures
- Assists with surgical procedures and preparing pathology specimens for pick up
- Explains pre- and post- op care to patients for all medical, surgical and cosmetic procedures
- Review pathology results with patients as directed
- Schedules and obtains authorizations for surgery
- Maintains strict quality control on machines and tests in the office
- Obtains prior authorizations when needed for radiology procedures and prescriptions
- Performs various in office x-rays
- Removes fiberglass cast
- Removes sutures after surgeries and procedures.
Registration Receptionist/Medical Assistant
Ochsner Clinic Foundation Orthopedic Department
06.2013 - 06.2014
- Input patient’s demographic information including insurance
- Exceptional ability to manage multiple, conflicting priorities and deadlines
- Performed general secretarial duties including- meeting scheduling, appointment set up, faxing and mailing
- Answered, screened and directed inbound phone calls
- Received and sorted email and electronic deliveries
- Handled delicate situations, such as customer requests, special needs and complaints
- Coordinated maintenance of the front desk reception area equipment, furniture, lighting, applications and brochures
- Strong keyboard skills and experience with word processing.
Medical Assistant/Receptionist
Gifted Nurses
11.2010 - 06.2013
- Collaborated with internal teams to conceive, coordinate and schedule follow up appointments
- Maintained detailed notes in the Epic System, documenting all patient interface and related activity
- Coordinated fax, email, first class mail and express mail services for confidential services
- Teamed with Lead Supervisors, Office Managers and Department Director to accomplish projects
- Prepared the patient's room, took patient vitals and health history.
Front End Cashier/Beauty Advisor
Walgreens
10.2007 - 07.2010
- Over-satisfying each customer, exploiting excellent customer service
- Communicated clearly and effectively to provide customers with excellent customer service Show cased cosmetic products and closed on sales
- Conducted inventory, replenished and restocked product
- Conducted a neat and positive appearance
- Accurately recorded customers transactions
- Properly handled monetary transactions by operating a cash register (POS System.) Re-shelved merchandise as needed
- Assisted customers in locating merchandise
- Engaged in suggestive selling
- Cleaned the work area as needed.
Front End Cashier-Seasonal
Toys R Us
10.2008 - 01.2009
- Satisfied customers with a warm greeting while helping them with any questions or concerns they had
- Finalized their purchase when they were done shopping.
Crew Member
Burger King
08.2008 - 08.2007
- Maintained a fast speed of service, especially during rush times
- Received orders from customers and input their selections into the restaurant’s computer systems
- Assembled orders on trays or in bags depending on the type of order
- Processed large orders for events
- Properly counted my till at the end of each shift and deposited money into the safe
- Cleaned my station thoroughly before, during and after each shift
- Responded to guest questions, concerns and complaints and made sure they left satisfied
- Followed all restaurant safety and security procedures
- Arrived on time for all shifts and stayed until my shift was completed.
Front End Cashier
K-Mart
10.2005 - 07.2006
- Accurately recorded customers transactions
- Properly handled monetary transactions by operating a cash register (POS System.) Re-shelved merchandise as needed
- Assisted customers in locating merchandise
- Engaged in suggestive selling
- Cleaned the work area as needed.
Education
Pre-Nursing -
University of Holy Cross
07.2026
Medical Assistant -
Eastern College of Health Vocations
01.2011
High School Diploma -
Warren Easton Fundamental
01.2007
Skills
- Administrative Leadership
- HIPAA Compliance
- Clinical management
- Employee Training
- Operations Management
- Employee Recruitment
- Special Event Planning
- Healthcare administration
- Scheduling
- Scheduling appointments
- Patient Care Coordination
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Clinic Manager
Priority Healthcare
03.2022 - 05.2024
Occupational Health Monitor
Medix Healthcare
10.2020 - 03.2022
Supervisor, Medical Operations
TriWest Healthcare Alliance
06.2020 - 06.2020
VA Care Coordinator
TriWest Healthcare Alliance
05.2016 - 04.2017
Medical Management Team Lead
TriWest Healthcare Alliance
01.2016 - 06.2019
Lead Medical Assistant
Foot and Ankle Center LLC
12.2014 - 01.2016
Registration Receptionist/Medical Assistant
Ochsner Clinic Foundation Orthopedic Department
06.2013 - 06.2014
Medical Assistant/Receptionist
Gifted Nurses
11.2010 - 06.2013
Front End Cashier-Seasonal
Toys R Us
10.2008 - 01.2009
Crew Member
Burger King
08.2008 - 08.2007
Front End Cashier/Beauty Advisor
Walgreens
10.2007 - 07.2010
Front End Cashier
K-Mart
10.2005 - 07.2006
Pre-Nursing -
University of Holy Cross
Medical Assistant -
Eastern College of Health Vocations
High School Diploma -
Warren Easton Fundamental
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