Monica Pesqueira
Tucson,AZ
Summary
Adaptable and experienced healthcare manager with 25 years experience in the integration and implementation of new healthcare delivery systems and restructuring of workflows in an increasingly complex regulatory environment. Accomplished healthcare manager with a track record of maintaining a highly productive, efficient, patient-focused, quality-driven work environment in the academic and private sector. Strong skillset that offers a comprehensive level of experience in managing healthcare operations in both the clinic and hospital setting, excellent interpersonal communication skills, the ability to build a strong team-focused work environment and the organizational savvy to run a hospital department or medical practice effectively.
Overview
36
36
years of professional experience
Work History
Real Estate Professional
Tierra Antigua Realty
01.2017 - Current
- Advised and informed prospective clients on current market activities and conditions.
- Handled day-to-day happenings of real estate office to consistently grow client base and increase revenue
- Coordinated appointments to show marketed properties.
- Worked closely with clients to facilitate appropriate loans, inspections and negotiations for a successful, on time closing
- Advised sellers on ways to increase curb appeal and make homes more appealing to potential buyers.
- Assisted buyers with finding ideal homes by assessing needs, requirements, budgets and pre-approval for home purchase
- Verified payment and loan paperwork for residential sales by working closely with banks, buyers and escrow officers
- Prepared, negotiated and sold a high volume of properties in short timeframes to exceed quotas and maximize business revenue (over 125 sales)
- Wrote and professionally marketed listings highlighting property features to increase visibility and sale potential for highest and best price
Practice Administrator
Arizona Oncology
06.2016 - 01.2017
- Planning and management of 3 medical oncology offices in accordance with corporate guidelines in order to provide exceptional patient care services and meet regulatory, organizational and medical staff goals and expectations
- Direct reports included site Office Supervisors, Clinical Leads and Research Nurse Manager (7 employees)
- Consistently complied with applicable laws and regulations and ensured facilities adhered to Medicare/Medicaid, State and Federal regulations
- Interpreted and communicated new or revised policies to all staff
- Continually maintained and improved company's community reputation and positive image in markets served
- Encouraged creative thinking, problem solving, and empowerment as part of a multi-disciplinary group to improve morale, teamwork and achieve desired outcomes
- Confidently managed operation of administrative services and patient care, including financial management, marketing, quality assurance, patient care, safety risk management, legal, physician and staff satisfaction, quality index scores and facility maintenance
- Analyzed patient and family feedback to identify opportunities for staff recognition as well as areas needing improvement
- Managed and directed fiscal operations in coordination with physician shareholders, including planning budgets, authorizing expenditures, accounting, program development, and coordinated financial reporting
- Maintained excellent communication between department heads, medical staff and governing boards by attending board meetings, transparency with staff and streamlining operations to achieve desired organizational goals
Practice Manager
Arizona Oncology
08.2015 - 05.2016
- Managed day-to-day business operations of largest Medical and GYN oncology office in Tucson, AZ
- 17 direct reports, 36 total non-provider staff members
- Improved patient, physician and staff satisfaction by working with staff and physicians to improve operations, response time and patient satisfaction
- Conducted interviews, hiring, coaching, counseling/disciplinary action and terminations in coordination with Human Resources and Clinical Team Leader
- Developed performance goals and conducted performance reviews of administrative staff
- Conducted oversight and ongoing review of all administrative roles and functions to include, Tele-services/Scheduling, Check-In/Check-Out, Patient Financial Management Services, Diagnostic Scheduling, Surgery Scheduling, Medical Records, and Facility Management
- Coordinated and held monthly staff meetings which consisted of administrative and medical staff
- Coordinated monthly physician staff meetings in coordination with Clinical Team Leader
- Coordinated monthly staff recognition program and worked collaboratively with Nursing Team Leader to develop seamless service amongst and between clinical and administrative teams
International Patient Services Liason
University of Arizona Health Network/Banner Health
03.2013 - 08.2015
- Served as liaison between hospital administration, clinical staff and community health leaders and governmental agencies
- Collaborated with other international health-related agencies and organizations in community activities
- Maintained up-to-date knowledge of applicable State and Federal laws and regulations
- Established and maintained positive relationships with inter-governmental agencies, patients, families, foreign healthcare providers, physicians and community at large
- Served as member Arizona Mexico Commission
- Coordinated hospital-to-hospital patient transfers to other countries in coordination with medical staff
Manager II, Revenue Cycle
University Medical Center Tucson
10.2003 - 03.2013
- Trained and mentored new employees to maximize team performance and achieve daily performance objectives related to Patient Placement and access to care
- Managed day-to-day operations, including supervision and assignment delegation for 30-member team
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve bottom-line profitability of 468-bed Level 1 Trauma Center and tertiary care hospital
- Evaluated operational trends and made proactive strategy adjustments to maintain alignment between performance and objectives
- Reviewed performance reports and used data to develop continuous improvement initiatives that impacted all service areas, units and levels of leadership for two hospitals (UMC North and South Campus)
- Oversight of day-to-day operations of Physicians' Resource Service (a 24-hour physician call and transfer line) and Patient Placement (transfer center) in accordance with State, Federal and organizational policies, guidelines and regulatory requirements
- Diligently monitored quality of service and compliance with with all regulatory corporate compliance requirements
- Organized and led personnel and interdepartmental meetings and strategic improvement initiatives such as patient progression/patient flow and strategic planning improving market share in southern Arizona, Nevada, and New Mexico
- Developed and revised policies and procedures in accordance with changes in local, state and federal laws and regulations
- Worked closely with operations staff and unit/department leaders to ensure key service metrics and revenue goals were met
- Established and maintained positive relationships with executive leadership, nursing leadership, physicians and referring health care providers
Manager II, Admitting & Registration
University Medical Center Tucson
10.2000 - 10.2003
- Managed a department of approximately 100 Pre-Visit and Admitting staff in a tertiary care, 365-bed acute care academic hospital, including 4 supervisory staff and several team leaders in various hospital departments
- This included the Emergency Department, Outpatient Admitting, Inpatient Admitting, Transplant Financial Services, Patient Placement & Physicians' Resource Service
- Worked in collaboration with Billing and clinical departments to ensure optimal operational efficiency and revenue trends related to registration, billing and denials
- Served as member on various hospital committees such as Compliance, Utilization Review, Denial Management
- Conducted or reviewed and approved performance evaluations for all department employees, staff recognition, promotions and disciplinary process to include terminations
- Participated in budget preparation with responsibility for managing it effectively
Manager, Front Office Operations
University Medical Center Tucson
07.1998 - 10.2000
- Responsible for day-to-day operations of all administrative (front office) operations of 6 primary care clinics, including Internal Medicine, Family Medicine, Pediatrics and GYN
- Direct reports included Front Office Supervisors, Medical Coding and Medical Records Team Leaders
- Conducted or approved performance evaluations, hiring, firing and promotions of all administrative staff
- Monitored staffing patterns, volume, costs and departmental needs to ensure effective utilization of resources
- Fostered interdisciplinary relationships through effective negotiation and consensus building in order to achieve practice goals
- Developed and arranged continuing education opportunities for staff, increasing knowledge and skill level of existing staff by partnering with Pima Community College to provide Medical Terminology and Coding classes
Supervisor II
University Physicians Inc.
01.1993 - 06.1998
- Interviewed, hired, mentor, coached and trained front office team members
- Identified inefficiencies and made recommendations for process improvements
- Increased revenue by ensuring collection of co-payments and self pay balances
- Oversight of Team Leader, Tele-services, Check-In/Check-Out, Coding, Pre-Visit, Medical Records, Administrative Assistant, Provider Schedules and Facilities Management
- Identified and addressed performance and personnel issues negatively impacting team and business operations in accordance with policies and procedures
- Monitored employee performance and safety, conducted corrective action plans and employee recognition with the end goal of optimizing productivity
Medical Assistant
Marquez Medical Clinic
03.1987 - 12.1992
- Supported functions for diagnostic and technical treatment procedures, including setting up and operating special medical equipment and apparatuses
- Patient Check-In/Check-Out, cash collections and reconciliation, collected and verified insurance information, chart prep, scheduled appointments and updated patient files
- Performed front desk duties, including answering phones, scheduling appointments, greeting patients and ordering supplies
- Acted as liaison between physician and patient, answering questions and delivering test results
- Communicated physician orders to patients, answered questions, medical record documentation and follow-up
- Supervised both clinical and administrative duties in medical office setting under physician supervision for clinical matters
Education
Pre-requisites - Nursing
Pima Community College
Tucson, AZCertificate - Medical Assistant
Pima Medical Institute - Tucson
Tucson, AZ1987
Skills
- Systems: Epic, IDX/GE, Microsoft Office, Allscripts
- Strong leadership and team-building skills
- Ability to develop, lead and facilitate team and organizational strategic initiatives
- Ability to positively influence others to meet established goals
- Hiring, Orienting/On-boarding, Training, Coaching, Counseling, Staff Development & Disciplinary Process
- Comprehensive knowledge of regulatory requirements such as Joint Commission, HIPAA, NCQA, EMTALA, CMS CoP's
- Sales , Marketing, Networking, Contract Negotiations, Policy Development, Patient Flow, Business Development
Timeline
Real Estate Professional
Tierra Antigua Realty
01.2017 - Current
Practice Administrator
Arizona Oncology
06.2016 - 01.2017
Practice Manager
Arizona Oncology
08.2015 - 05.2016
International Patient Services Liason
University of Arizona Health Network/Banner Health
03.2013 - 08.2015
Manager II, Revenue Cycle
University Medical Center Tucson
10.2003 - 03.2013
Manager II, Admitting & Registration
University Medical Center Tucson
10.2000 - 10.2003
Manager, Front Office Operations
University Medical Center Tucson
07.1998 - 10.2000
Supervisor II
University Physicians Inc.
01.1993 - 06.1998
Medical Assistant
Marquez Medical Clinic
03.1987 - 12.1992
Pre-requisites - Nursing
Pima Community College
Certificate - Medical Assistant
Pima Medical Institute - Tucson
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