Summary
Overview
Work History
Education
Skills
Timeline
Generic

Libby Fortune

Lynn,MA

Summary

Dedicated Practice Administrator with 5+ years in healthcare administration and 10 years of customer service and administrative experience. Proven leader with an exceptional work ethic, adept at adapting to new environments. Well-versed in policies, procedures, and standards. Seeking new opportunities to enhance abilities and contribute to company growth.

Overview

11
11
years of professional experience

Work History

Emergency Department Operations Manager

Mass General Hospital
Boston, Massachusetts
12.2022 - Current
  • Oversees departmental operations by managing budget allocation, personnel scheduling, and day-to-day tasks.
  • Ensures patients, physicians, nurses, visitors, ancillary departments, community agencies, etc., are managed efficiently and effectively.
  • Directs operations staff by providing guidance, training, and support to meet company objectives.
  • Directs and assists patients, families, and staff in accessing appropriate resources.
  • Ensures that patient valuables and belongings are handled according to departmental procedures and oversees the reimbursement process.
  • Oversaw and developed registration and administrative QA program.
  • Conducts regular reviews of existing policies and procedures for continuous improvement opportunities.
  • Provides administrative/project management support and managed/served on multidisciplinary committees and task forces that included senior ED physicians, nursing, and administrative leadership.
  • Oversees implementation and co-pay collection operations.
  • Handles purchase of administrative supplies and equipment.
  • Monitors and controls overtime spending.
  • Manages salary and non-salary expenses of the scope of employees and scope area.
  • Ensures questions pertaining to billing and registration are addressed appropriately and promptly, referring patients to the appropriate outside department as necessary.
  • Prepares schedules, ensuring adequate coverage. Schedules lunches, breaks, etc. Reviews and signs off on payroll for assigned shifts. Performed payroll and timekeeper functions. Restructure staffing patterns to meet the changing needs of the Emergency Department.
  • Communicates departmental policies and procedures to staff. Develops documentation for practices and maintains the policy and procedure manuals for ED Registration staff in the clinical areas.

Practice Administrator

Beth Israel Deaconess Medical Center
Boston, MA
07.2019 - Current
  • Manages the operations and practice functions of a large complex practice.
  • Supervises support staff involved in clinical and administrative activities, with significance on sensitivity to patients and meeting service standards. Plans, organizes and oversees work schedules and assignments of support staff to meet operational needs. Coordinates coverage for absences, meal breaks, training and vacations. Participates in confidential salary planning for staff.
  • Implements procedures to ensure efficient processing of work including time of service co-payment collection, referral management, pre-registration, and visit ticket entry.
  • Works actively as a 'hands on' manager in clinic areas. Coordinates care delivery, patient flow and clinic check out/discharge activities.
  • Satisfied customer queries over phone and email to maintain positive patient-provider relationships.
  • Researched health center standards and guidelines to identify best practices and improvement opportunities.
  • Oversees patient scheduling, registration and billing processes according to protocol. Coordinates and ensures skill development and training for all staff. Initiated training and education programs for administrative and clinical staff.
  • Created documentation to articulate departmental roles and drafted statement-of-work for each team.
  • Acts as a liaison between physicians, staff and the practice, nurse or leadership. Provides information and responds to inquiries. Resolves immediate problems within the department.
  • Orders supplies and equipment. Coordinates equipment needs and maintenance and ensures that all equipment in the practice is adequately maintained. Arranges maintenance and repairs as necessary with either maintenance department or with vendors where there are prearranged service contracts.
  • Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
  • Assists in planning, monitoring and managing department budget.

Clinical Transplant Practice Specialist Lead

Beth Israel Deaconess Medical Center
Boston, MA
03.2014 - 07.2019
  • Serves as a role model, mentor, team leader and resource for the practice support team. Provides staff training and shares knowledge of the unit and medical center policies and practices.
  • Answers and screens telephone calls. Takes accurate messages or directs call to appropriate person. Greets and directs patients/families, visitors and staff. Responds to requests in a timely manner and provides clear and accurate information within scope of knowledge and authority.
  • Administrative support to the living Donor Program.
  • Responsible for ensuring the accuracy of patient-related activities such as registration, managed care referrals, the collection, recording and distribution of cash and check payments, medical assisting vital signs and lab orders and tests.
  • Maintain 100% compliance with referral management requirements and current knowledge base of referral and authorization rules and related policies for multiple insurance and managed care payers including transplant specific policies.
  • Oversees referral management and provide staff education. Confirms prior authorizations and pre-certifications for patient's insurance or managed care plan.
  • Maintains physicians' clinical and administrative schedules and calendars. Types correspondence, manuscripts and/or other documents. Transcribes letters and patient notes as needed for physicians and facilitates in clinical computer systems. Prepares and distributes routine reports.
  • Communicated with patients with compassion while keeping medical information private.
  • Collaborated with multi-disciplinary staff to improve overall patient care and response times.
  • Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
  • Collaborated with Quality Team to develop outcomes statistics.

Lead Medical Assistant

Quincy Medical Center
Quincy, MA
09.2013 - 04.2015
  • Assessed, documented and monitored vital signs for patients within outpatient setting.
  • Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
  • Collaborated with local pharmacies to resolve and clarify issues with patient medication.
  • Efficiently performed insurance verification and pre-certification and pre-authorization functions.
  • Assisted with diagnostic testing by collecting and packaging biological specimens for internal and laboratory analysis.
  • Followed principles of asepsis and infection control to meet patient safety guidelines.
  • Partnered with healthcare and administrative staff to create patient-centered, inviting and supportive environment for patients and families.
  • Administered rapid tests for COVID and strep to help clinical staff assess conditions.
  • Performed, validated and reported laboratory tests for prognosis, diagnosis, treatment and research.
  • Measured patient peak flows to improve workflow efficiency.
  • Helped residents achieve program goals and increase independence.

Medical Assistant Intern

Veterans Affairs Medical Center
Boston, MA
06.2013 - 09.2013
  • Performed preliminary physical tests to accurately record results in patient history summary.
  • Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
  • Scheduled appointments for patients via phone and in person.
  • Interviewed and engaged patients to obtain medical history, chief complaints and vital signs.
  • Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
  • Educated patients about medications, procedures and physician's instructions.
  • Organized charts, documents and supplies to maintain team productivity.
  • Contacted pharmacies to submit and refill patients' prescriptions.
  • Secured patient information and maintained patient confidence by completing and safeguarding medical records.
  • Assessed, documented and monitored vital signs for patients within outpatient setting.

Education

Bachelor of Science - Healthcare Management

Cambridge College
Cambridge, MA
01-2024

Associate of Applied Science - Medical Assisting

Sanford-Brown College - Boston
Boston, MA
06.2013

Skills

  • Operations Management
  • Team Leadership
  • Healthcare Policies and Procedures
  • Medical Billing
  • Financial Reporting
  • Inventory and Supply Management
  • Time Management
  • Interpersonal Skills
  • Customer Service
  • Patient Care and Safety
  • Problem Solving
  • Decision Making
  • Proficient in Excel, Microsoft office
  • Quality Assurance
  • Computer Proficiency
  • Clerical Support
  • Multitasking and prioritization
  • Documentation and Recordkeeping

Timeline

Emergency Department Operations Manager

Mass General Hospital
12.2022 - Current

Practice Administrator

Beth Israel Deaconess Medical Center
07.2019 - Current

Clinical Transplant Practice Specialist Lead

Beth Israel Deaconess Medical Center
03.2014 - 07.2019

Lead Medical Assistant

Quincy Medical Center
09.2013 - 04.2015

Medical Assistant Intern

Veterans Affairs Medical Center
06.2013 - 09.2013

Bachelor of Science - Healthcare Management

Cambridge College

Associate of Applied Science - Medical Assisting

Sanford-Brown College - Boston

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Libby Fortune