SAMANTHA ST HILAIRE
Summary
A management professional with proven ability to lead teams to success. Strong focus on team collaboration, operational efficiency, and achieving measurable outcomes. Adept at strategic planning, process improvement, and fostering culture of accountability and excellence. Known for adaptability and consistently meeting changing organizational needs.
Overview
6
6
years of professional experience
1
1
Certification
Work History
MANAGER, PRACTICE OPERATIONS
CITYBLOCK Health
08.2022 - Current
- Cultivating reports to display and analyze metrics on utilization for the department (e.g., kept rate, cancellations, no show, appointment availability and hours booked vs scheduled)
- Review and implement standard operations processes to increase functionality of the team
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions
- Manage day-to-day operations of the non-clinical and clinical staff
- Ensure compliance with policies and procedures across all aspects of operations, including proper documentation and billing practices
- Address operational issues as they arise and collaborate with the Director of Clinical Operations and the Medical Director to problem solve as needed
- Assure optimized use of technology and applications by team members.
- Mentored and developed team members, fostering an environment of growth and open communication, leading to a 10% increase in team satisfaction scores
- Maintain clinical and non-clinical staff schedule, including after-hours on-call rotations, and appointment template management
- Oversaw procurement and accounts payable processes for clinical and office supplies.
- Reduced operational costs by 15% through strategic financial planning, resource management and diligent monitoring of the P&L
- Spearheaded patient experience excellence by monitoring real-time member experience feedback using an automated dashboard, disseminated National Promoter Score report to departmental leaders and address raised issues
- Worked closely with cross-functional teams to successfully implement a new EMR system, enhancing interdepartmental communication and patient data management
- Streamlined workflows by identifying bottlenecks in existing systems and implementing appropriate solutions
- Maintained strong relationships with various medical offices, payors, and vendors
OPERATIONS MANAGER
OPTUM URGENT CARE
11.2021 - 08.2022
- Support leadership to ensure 100% compliance with all regulatory guidelines and requirements of ProHEALTH, and NYS health department
- Collaborated with the leadership team to monitor and improve key performance indicators related to appointment scheduling, patient pre-registration/ registration, insurance verification, referral management/pre-authorization, co-pay collection, charge entry/capture activities
- Ensures projects met established timelines/ milestones, making recommendations for modification of schedules and/or plans as necessary
- Implementing referral integration between Urgent Care site and various specialty offices within ProHEALTH
- Completed payroll for over 150 employees biweekly on ADP
- Review and publish schedules for clinical and administrative staff members
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
CENTER MANAGER
OPTUM URGENT CARE
01.2021 - 11.2021
- Training new employees that are onboarding, (e.g., Medical assistants and Front desk receptionists)
- Implement coaching and feedback to team members and participate in corrective actions through means that is appropriate
- Ensured compliance with all relevant regulations (e.g., OSHA, NYS Health Department, OPTUM) , maintaining a safe and secure environment for staff members and patients alike.
- Implement employee development by providing performance reviews, hands on training, and mentoring
- Biweekly inventory and supply ordering
- Reconciliation and financial management
- Work closely with Associate Director and Regional Manager to ensure policies and procedures are executed and followed at various locations
CENTER SUPERVISOR
OPTUM URGENT CARE
11.2020 - 01.2021
- Managed two co-located sites – Urgent Care and Drive through Covid testing site
- Created workflows to accommodate the high volume of approximately200 patients visits at the Drive through site
- Hire the appropriate staff and schedule employees to cover all shifts that is needed to the daily volume of approximately250 patients
- Kept track of inventory and ordering medical supplies bi-weekly for the co-located sites
- Trained and mentored staff members on new changes on implemented workflows, policies, and procedures
- Daily transaction reconciliation and tracking of financial performance (e.g., collecting co-payments and outstanding patience balances)
PATIENT CARE ASSOCIATE
NORTHWELL HEALTH
11.2019 - 11.2020
- Assisted the Registered Nurses with patient care such as distribute medication, checking blood glucose levels, and bedside procedures
- Performed lab work (e.g., collecting and sending off specimens to lab)
- Collected patients' vitals- temperature, blood pressure, pulse, oxygen levels
- Provided quality care for patients including bathing, feeding, transporting, and morning care
- Assigned up to12 patients on the floor per shift
FRONT DESK RECEPTIONIST
PROHEALTH URGENT CARE
06.2019 - 11.2020
- Appointment scheduling activities
- Created registries/charts for new patients
- Insurance authorization/verification
- Generated referrals for specialty offices
- Scanning documents into patient charts (e.g., consent forms, identification, insurance cards)
- Faxing completed encounter notes to patient's Primary Care Provider
- Collecting and posting co-payments
Education
MASTER OF BUSINESS ADMINISTRATION - Health Administration
Molloy University
Rockville Centre, NY01.2021
BACHELOR OF ARTS - Psychology
St. John's University
Jamaica, NY01.2019
Skills
- Team Leadership
- Business performance management
- Cross functional collaboration
- Data analysis
- Process improvement
- Financial management
- Decision-making
- De-escalation and problem solving
- Critical thinking
- Communication
- Organization
- HIPPA and Privacy Act
- Revenue Cycle
Industry Knowledge:
- OSHA
- Microsoft Office
- Google Workspace
- Looker
- Tableau
- AthenaOne
- EPIC
- Group Management
- Aprima
- Allscripts
- Centricity
Tools and Software:
Electrical Medical Record Systems:
Certification
- BLS Certified
- CPR Certified
Languages
English
French
Timeline
MANAGER, PRACTICE OPERATIONS
CITYBLOCK Health
08.2022 - Current
OPERATIONS MANAGER
OPTUM URGENT CARE
11.2021 - 08.2022
CENTER MANAGER
OPTUM URGENT CARE
01.2021 - 11.2021
CENTER SUPERVISOR
OPTUM URGENT CARE
11.2020 - 01.2021
PATIENT CARE ASSOCIATE
NORTHWELL HEALTH
11.2019 - 11.2020
FRONT DESK RECEPTIONIST
PROHEALTH URGENT CARE
06.2019 - 11.2020
BACHELOR OF ARTS - Psychology
St. John's University
MASTER OF BUSINESS ADMINISTRATION - Health Administration
Molloy University
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