Sabrina Landy
Baltimore,MD
Summary
Dynamic Clinic Manager at Johns Hopkins Wilmer Eye Institute with a proven track record in operational efficiency and patient care quality. Expert in team management and training, fostering collaboration while achieving budget optimization. Skilled in HIPAA compliance and analytical thinking, driving continuous improvement and enhancing patient satisfaction through effective problem-solving and relationship-building.
Professional Clinic Manager with strong emphasis on team collaboration and achieving results. Skilled in healthcare administration, patient relations, and operational efficiency. Reliable and adaptable, ensuring smooth clinic operations and staff cohesion. Focused on delivering high-quality care and optimizing clinic performance.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Clinic Manager
Johns Hopkins Wilmer Eye Institute
09.2021 - Current
- Resolved patient complaints in a timely manner, ensuring a positive experience for all parties involved.
- Hired, trained and supervised employees to maintain team of high performers.
- Conducted regular staff evaluations, providing constructive feedback and setting clear expectations for future performance goals.
- Created and implemented policies to improve operational efficiency and patient care quality.
- Developed strong relationships with patients, fostering trust and loyalty to the clinic.
- Conducted frequent clinic walk-throughs to maintain safe work environment.
- Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.
- Streamlined clinic operations by implementing efficient scheduling and appointment systems.
- Attended regular meetings with hospital administrators to discuss clinic operations and policies.
- Successfully managed clinic budgets, optimizing resource allocation for maximum efficiency.
- Demonstrated excellent leadership skills in managing a diverse team of medical professionals and support staff.
- Developed and implemented team building activities to foster collaboration and improve employee morale.
- Utilized data analysis tools to track key performance indicators, identifying areas for improvement and driving continuous growth in clinic success.
- Fostered culture of continuous improvement, encouraging staff feedback and implementing suggestions for operational enhancements.
- Negotiated with suppliers to reduce costs of medical supplies, contributing to budget efficiency.
- Improved inventory management processes, ensuring timely availability of medical supplies while reducing wastage.
- Enhanced team morale and reduced staff turnover by establishing comprehensive employee recognition program.
SBO Customer Service Supervisor
Johns Hopkins Single Billing Office
07.2017 - 09.2021
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Demonstrated exceptional problem-solving abilities in navigating challenging customer scenarios and finding solutions that met their needs as well as aligned with company policies.
- Managed escalated calls with diplomacy, successfully deescalating situations while ensuring satisfactory resolutions for both parties involved.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
Physicians Billing - Customer Service Supervisor
Johns Hopkins Clinical Practice Association
11.2006 - 07.2017
- Coached employees through day-to-day work and complex problems.
- Improved customer satisfaction by addressing and resolving escalated issues promptly and professionally.
- Enhanced team productivity through regular coaching, feedback, and performance evaluations.
- Developed and maintained strong relationships with customers to maintain loyalty and satisfaction.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Assessed team performance through regular reporting, identifying opportunities for further skill development and training initiatives.
- Monitored and analyzed call metrics to identify trends and areas for process enhancement.
- Led by example, handling complex customer issues personally to ensure high standards of service.
- Coordinated with other departments to ensure seamless customer experience.
- Resolved escalated customer complaints, ensuring satisfaction and loyalty.
Education
Associate of Arts - Business Management
University of Phoenix
Tempe, AZ08-2021
Skills
- Administrative management
- Knowledge of HIPAA regulations
- Team management in clinical settings
- Training program development
- Recruitment strategies
- Appointment scheduling expertise
- Coordination of patient care
- Profit and loss analysis
- Back office support functions
- Medical billing processes
- Supply coordination strategies
- Revenue management techniques
- Space planning skills
- Analytical thinking abilities
- Employee performance assessments
- Effective schedule management
Accomplishments
- Supervised team of 28 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Achieved MyChart inquiry resolution within 24 to 48 hours by effectively assigning tasks for staff accountability.
- Achieved reduction of paperwork by training staff to use electronic communication for information and documentation.
- Increased clinic and self pay revenue by teaching front desk task to collect outstanding patient balances at the time of visit.
- Worked closely with construction to complete two successful expansions while maintaining customer care and service excellence.
Certification
- Certified Physicians Coder, American Academy of Physicians Coders - 2008 to present
Timeline
Clinic Manager
Johns Hopkins Wilmer Eye Institute
09.2021 - Current
SBO Customer Service Supervisor
Johns Hopkins Single Billing Office
07.2017 - 09.2021
Physicians Billing - Customer Service Supervisor
Johns Hopkins Clinical Practice Association
11.2006 - 07.2017
Associate of Arts - Business Management
University of Phoenix
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