Mitzi C. Ortiz
San Antonio,TX
Summary
Dynamic and detail-oriented professional with extensive experience in medical office operations, patient registration, and human resource management. Possesses a deep understanding of hospital procedures and regulatory compliance, complemented by strong communication, multitasking, and interpersonal skills. Recognized for a robust work ethic and the ability to coordinate multiple tasks while maintaining high-quality standards, consistently driving improvements in clinical operations and patient care processes. As a key member of the Frontline Managers Team, expertise in insurance and community disaster preparedness enhances the capacity to adapt to evolving clinical needs while fostering team collaboration for optimal outcomes.
Overview
17
17
years of professional experience
Work History
Clinical Operations Manager
Texas Dermatology And Laser Specialists
08.2023 - Current
- Streamlined clinical workflows to enhance patient throughput and satisfaction.
- Managed 35+ Medical Assistants and 6 office locations.
- Implemented quality assurance protocols to ensure compliance with regulatory standards.
- Led cross-functional teams in optimizing operational processes and resource allocation.
- Developed training programs for staff, improving service delivery and team efficiency.
- Conducted performance evaluations to identify areas for staff development and improvement.
- Analyzed patient feedback data to drive strategic initiatives for service enhancement.
- Collaborated with physicians and administrative staff to align clinical objectives with operational goals.
- Managed vendor relationships to improve product procurement and cost-effectiveness in operations.
- Organized community outreach programs aimed at promoting health education awareness or preventative care practices within the local population.
- Developed strategic partnerships with external stakeholders such as pharmaceutical companies or other healthcare providers to expand services offered.
- Established effective communication channels between departments, fostering a collaborative work environment.
- Oversaw daily operations of the clinic, including staff scheduling, patient flow management, and facility maintenance.
- Reduced operational expenses by optimizing resource allocation and managing budgets prudently.
- Enhanced staff productivity through effective training programs and performance management strategies.
- Ensured regulatory compliance with timely audits, thorough documentation, and prompt corrective actions.
- Conducted performance evaluations for staff members, identifying strengths as well as areas for growth and improvement opportunities.
- Recruited trained, and mentored new employees, fostering their professional development within the organization.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Created a safe work environment by enforcing workplace safety policies and conducting regular risk assessments.
- Delegated tasks to staff members, monitored completion of all duties and provided support to enhance performance.
- Promoted high morale and staff retention through dynamic communication, prompt problem resolution, proactive supervisory practices and facilitation of positive work environment.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Handled job duties for staff members which were unavailable or out of office.
- Communicated with patients, asked appropriate questions, and employed active listening to determine best care.
Office Administrator
Dermatology Specialists of Alabama
07.2022 - 03.2023
- Supports company operations by maintaining office systems and supervising staff.
- Maintains office services by organizing office operations and procedures, preparing payroll, controlling correspondence, designing filing systems, reviewing and approving supply requisitions, and assigning and monitoring clerical functions.
- Provides historical reference by defining procedures for retention, protection, retrieval, transfer, and disposal of records.
- Designs and implements office policies by establishing standards and procedures, measuring results against standards, and making necessary adjustments.
- Completes operational requirements by scheduling and assigning employees and following up on work results.
- Develops and maintains an independent and proactive approach to local problem solving and leadership.
- Keeps management informed by reviewing and analyzing special reports, summarizing information, and identifying trends.
- Maintains office staff by recruiting, selecting, orienting, and training employees.
- Maintains office staff job results by coaching, counseling, and disciplining employees, and planning, monitoring, and appraising job results.
- Achieves financial objectives by preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.
- Managed scheduling and appointment coordination for patient care, ensuring optimal clinic flow.
- Developed and maintained office procedures to enhance operational efficiency and accuracy.
Director of Emergency Room Patient Access and Admissions
Crestwood Medical Center
01.2021 - 07.2022
- Monitors and carries out departmental standards regarding customer service, quality registrations, financial clearance, financial counseling and employee performance.
- Oversees the responsibilities related to the daily workflow of the department. The department is staffed 24/7.
- Analyze and utilize the data from various reports including but not limited Press Ganey, daily, weekly and monthly departmental reports, to coordinate staffing volume, workflow and processes to ensure optimal functionality within the department and related locations.
- Ensures processes are established and followed concerning financial clearance with third party payers to minimize loss of revenues. This includes point of service cash collections as well as working with medical staff offices to obtain financial clearance for non emergent admissions or procedures.
- Responsible for the oversight of the quality of all registrations by establishing and maintaining an ongoing quality assurance process which includes feedback to employees.
- Coordinates with the department trainer, new hire and on-going training programs and processes for the department.
- Assists in conducting annual Performance reviews for department staff. Ensures job descriptions accurately reflect current job responsibilities, oversees the hiring process, and also the employee recognition and disciplinary functions for department staff.
- Ensures routine communication exists with key departments such as nursing management, risk management, health information management, and patient accounts regarding patient issues such as bed placement, insurance verification and pre-certification.
- Remains abreast of payer requirements as it relates to authorizations, medical necessity and eligibility.
- Ensures registration software including software support tools are used to maximize registration and financial clearance performance.
- Develops and fosters relationships with key stakeholders throughout the Hospitals Health system.
Assistant Director of Patient Access Outpatient Operations
Crestwood Medical Center
01.2020 - 12.2021
- Responsible for the supervision of employees. Responsible for communicating with staff, other supervisors, and team facilitators. Responsible for handling patient and staff concerns.
- Ensure sufficient staff for departments, including during call-outs/late arrivals
- Enter missed punches, approve and review PTO, mileage, expense reimbursement and approve times for payroll
- Responsible for daily cash process
- Responsible for annual evaluations
- Counseling employees and conduct correction actions and/or performance improvement plans
- Hiring and interviewing new employees
- Monitor staff and patient flow
- Make departments aware of changes in policies and procedures
- Conduction staff meetings
- Participate as a member of the Administrative Team and attend Administrative meetings.
- Monitor errors made by employees
- Monitor the physician’s schedules and adjust staffing levels accordingly
- Assist clinical staff with patient concerns or issues
- Assisting with the implementation of process improvement projects
- First-line contact for patient issues
- Led interdisciplinary teams to enhance patient care quality and operational efficiency.
- Developed and implemented strategic initiatives to improve service delivery across departments.
Patient Access/Operations Manager
Huntsville Hospital System
01.2017 - 12.2020
- Complete all medical and financial forms on pre-admission, admission, and discharge procedures.
- Take charge of delegating workload, identifying staffing levels, and cross-training staff for all six registration locations.
- Observe strict compliance of hospital procedures with the following policies:
- Discharge and front-end procedures guidelines
- Huntsville Health System Behavioral Standard's
- Health Insurance Portability and Accountability Act requirements; hospitals employee handbook
- Discuss hospital policy-related to patient admissions, as well as the ABN requirements with all involved parties.
- Prepare annual departmental expense budget and update policy and procedure manuals as necessary.
- Evaluate employees’ performance to ensure patient’s satisfaction, staff retention, and financial standard adherence.
- Effectively supervise staff based on the needs of the Registration Department.
- Oversaw daily operations, ensuring compliance with healthcare regulations and standards.
Patient Access Coordinator
Huntsville Hospital Health System
01.2016 - 12.2017
- Initiated all systems applications and organize new patient registration packets and required documents
- Supervised a Registration Team with over 30 staff members, in charge of main admitting, emergency room, and other ancillary areas of the hospital in ensuring efficient hospital operations.
- Processed patient payments, respond to the collection and billing issues, and follow up appointment and medical documentation request.
Global Community Outreach Manager
360training.com
01.2014 - 12.2016
- Fulfilled human resource functions, which involved recruitment and training of 15 new education liaisons, along with conducting team performance evaluation to design improvement plans and suggest achievement awards.
- Closely coordinated with the following professionals and teams in fulfilling diversified tasks, such as the following:
- Product Management Team, along with the director of sales and chief revenue officer in executing quality courses on achieving organizational objectives
- Military families and active duty service members to aware them of the benefits available for them
- Department of Defense in dealing with their Military Spouse Employment Partnership Program, thus, enabled the company to earn recognition for ongoing contributions.
- Developed community engagement initiatives to increase program awareness and participation.
Director of Sales
ProTrain
01.2012 - 12.2014
- Trained the management units on internal system support and implementation plans, while administering a centralized database of key contacts, risk ratings, and financial determinations.
- Boosted internal efficiency through training programs and initiatives.
- Drove key efforts in surpassing monthly sales quotas on a consistent base through leads generation and customer base increase.
- Led sales strategy development to enhance market penetration and revenue growth.
- Cultivated relationships with key clients, ensuring high levels of satisfaction and retention.
Senior Training Account Manager
ProTrain
01.2009 - 12.2012
- Verified operational records and reports in forecasting sales and business profitability.
- Conceptualized comprehensive training programs for new sales associates based on set policies and procedures.
Education
Bachelor of Science - Healthcare Administration
Columbia Southern University
Orange Beach, AL12-2026
Certification - Paralegal
Augusta State University
Augusta, GA01.2010
Certification - Medical Office Management
Augusta State University
Augusta, GA05.2009
Skills
- Cost management
- Operational assistance
- Human resources administration
- Office management proficiency
- Recruitment expertise
- Effective team leadership
- Skilled in Microsoft Office applications
- Payroll administration
- Interview facilitation
- Advanced Excel skills
- Workforce development
- Strong organizational skills
- Sales proficiency
- Performance evaluation
- Process optimization
- Team leadership
- Healthcare administration
- ICD-10 coding expertise
- Healthcare revenue cycle management
- Proficient in medical office operations
- Efficiency enhancement
- Healthcare management
- Team leadership experience
- Insurance eligibility assessment
- Patient documentation management
- Healthcare operations management
- Understanding of HIPAA regulations
- Healthcare terminology proficiency
- Electronic health record management
- Healthcare billing expertise
- Product strategy development
- EClinicalWorks expertise
- Adverse event reporting
- Site monitoring
- Clinical data management
- Document management
- Clinical leadership
- Patient safety
- Managerial experience
- Healthcare practice management
- Employee training
- Accurate clinical documentation
- Team leadership
- Patient record management
- Clinical procedure expertise
- Inventory control
- Employee scheduling
- Human resources management
- Skilled in Mod Med software
Timeline
Clinical Operations Manager
Texas Dermatology And Laser Specialists
08.2023 - Current
Office Administrator
Dermatology Specialists of Alabama
07.2022 - 03.2023
Director of Emergency Room Patient Access and Admissions
Crestwood Medical Center
01.2021 - 07.2022
Assistant Director of Patient Access Outpatient Operations
Crestwood Medical Center
01.2020 - 12.2021
Patient Access/Operations Manager
Huntsville Hospital System
01.2017 - 12.2020
Patient Access Coordinator
Huntsville Hospital Health System
01.2016 - 12.2017
Global Community Outreach Manager
360training.com
01.2014 - 12.2016
Director of Sales
ProTrain
01.2012 - 12.2014
Senior Training Account Manager
ProTrain
01.2009 - 12.2012
Certification - Paralegal
Augusta State University
Certification - Medical Office Management
Augusta State University
Bachelor of Science - Healthcare Administration
Columbia Southern University
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