Sanam Khan
MPA
Staten Island
Summary
Seeking a challenging position that will allow to have extended knowledge in the administrative field and allow to succeed in the environment of growth and excellence. A mid-level careerist who is ready to bring energy, enthusiasm and passion to the workplace and help the organization meet its mission, vision and values. Experience includes a solid record of achieving success through leadership, team building, analytical problem solving and constant clear communication to all levels of the organization. A people person with significant skills in creating partnerships in order to achieve goals and ensure measurable results. I am a talented Administrator, highly successful at motivating teams and streamlining operations. Lastly, a persuasive communicator with talent for thinking outside of the box for creative solutions.
Overview
11
11
years of professional experience
7
7
years of post-secondary education
Work History
Administrator
New York Hotel Trades Council
08.2022 - Current
- Oversee day-to-day operations to maximize productivity, decrease patient no show rate and cultivate same day appointment opportunities
- Responsible for creating employee work schedules and review assigned schedules and tasks for efficiency and re-allocation due to operational needs
- Coordinate with doctors, nurses and other healthcare professionals to identify their issues and needs
- Assist in hiring, training, monitoring and disciplining health center staff
- Coach front line managers through various job-related processes
- Coach front line managers to execute team milestones and deadlines
- Serve as project lead on new initiatives and projects
- Manage projects/assignments from initiation to completion
- Develop goals and strategies based on observations and interactions with staff and patients
- Clarify and disseminate information to multi-disciplinary health center staff
- Represent the health center at organization meetings and share gathered information with health center staff
- Promote excellent customer service and contribute to team effort
- Monitor key performance indicators, action plans and execution for Q.A
- Experience with conflict resolution and labor union relations
- Lead team meetings both in-person and virtual
- Knowledge of Article 28, JCAHO and demonstrated proficiency operating within the regulatory requirements
- Knowledge of PCMH, general HIM requirements and HIPAA standards
- Ability to delegate effectively and follow up
- Demonstrate an ability to take ownership of assigned duties and responsibilities
- Knowledge of managed care requirements and external referral tracking and processing
- Report directly to the director of operations and chief operating officer
- Maintain departmental records in company database
- Troubleshoot employee concerns and recommended corrective actions to resolve issues
- Evaluate operational practices and identify improvement opportunities to develop revisions for systems and procedures
- Conduct regular reviews of operations and identified areas for improvement
- Evaluate staff performance and provide coaching to address inefficiencies
- Develop effective improvement plans in alignment with goals and specifications
Assistant Administrator
New York Hotel Trades Council
01.2018 - 08.2022
- Under the direction of the Administrator and Medical Director, implement policies and procedures
- Assist in hiring, training, monitoring and disciplining health center staff
- Coach front line managers through the progressive discipline process, milestones, and deadlines
- Manage operations to maximize productivity, decrease patient no show rate and cultivate same day appointment opportunities
- Manage projects/assignments from implementation to completion
- Serve as project lead on new initiatives and projects
- Develop goals and strategies based on observations and interactions with staff and patients
- Review assigned schedules and tasks for efficiency and re-allocation due to operational needs
- Clarify and disseminate information to multi-disciplinary health center staff
- Represent the health center at organization meetings and share gathered information with health center staff
- Promote excellent customer service
- Monitor key performance indicators, action plans and execution for Q.A
- Experience with conflict resolution and labor union relations
- Proficiency with virtual communications telephonic, webinar and in person meeting presentations
- Knowledge of Article 28, JCAHO and demonstrated proficiency operating within the regulatory requirements
- Knowledge of PCMH, general HIM requirements and HIPAA standards
- Ability to delegate effectively and follow up
- Demonstrate an ability to take ownership of assigned duties and responsibilities
- Knowledge of managed care requirements and external referral tracking and processing
- Track expenses, process invoices and complete other related accounting tasks
- Manage purchasing, stocking and organizing inventory
- Perform other duties as assigned
Assistant Practice Administrator
AdvantageCare Physicians
01.2016 - 01.2018
- Direct supervision of non-clinical staff to ensure accurate co-payment collection, verification of capitation and eligibility of services occurred, timely completion of tasks in work queues, work lists and, in-baskets
- Overall management of 200+ employees, clinical and non-clinical
- Provide appropriate training and mentoring to ensure that ACPNY standards and KPIs are achieved in patient access and facilitate services through telephone, email, and direct patient contact
- Ensure schedule optimization and utilization for an efficient workflow
- Monitor appropriate use of appointment cancellation reasons and evaluate the identified trends
- Ensure PSR staffing and coverage is appropriate based on patient volume
- Review and communicate solutions regarding patient satisfaction, risks and operating issues
- Administer/Monitor time and attendance for staff; review and approve requests for paid time off
- Process payroll to ensure compliance with E-Time policies and procedures
- Run and monitor overtime reports to maintain budget
- Identify and resolve patient-related issues, within the guidelines and in a timely manner
- Collaborate with Credentialing to facilitate physician onboarding process
- Work closely with the Practice Administrator to outline the office needs
- Assist in the hiring and general orientation of staff; provide work direction and assign schedules
- Monitor and evaluate performance and recommend personnel actions, such as acknowledgment, commendations, and disciplinary actions
- Ensure that employees understand and comply with local, state, federal and regulatory standards
- Perform other job-related duties as required Accomplishments
- Help achieve copay collection rate of 95% or more daily
- Kept overtime for employees at minimal
- Discipline union employees as necessary
- Separately manage 5 patient ambassadors who handled all patient issues
- Improve press ganey scores from 70% to 90% and improve our MyChart sign ups from 50% to 85%
- Manage a staff of 20+ front desk coordinators to lower the no answer rate within our center from 36% to 1%
- Manage schedule for up to 45 providers ensuring everything was optimal
- Work alongside the call center to optimally deliver the best point of service to our patients and incoming callers
Patient Ambassador
AdvantageCare Physicians
08.2015 - 01.2016
- Welcome new ACP members to the medical office and ensure a positive experience by providing assistance
- Assist patients with questions/concerns in all health-related areas such as plan enrollment, medical claims, benefit interpretation, verification, referrals, authorizations, follow up appointments and, prescriptions
- Share best practices with Regional Director and the clinical staff to ensure an ideal experience across ACP
- Follow up on patient requests and serve as the voice of the patient
- Monitor the current environment and assess it by making regular rounds
- Attend staff meetings/trainings as required by Regional Director
- Present Press Ganey reports at meetings using Excel, Tables and, Charts
- Produce reports for leadership on patient satisfaction trends using Bar graphs
- Work in conjunction with the office administration to identify the causes of problems and propose solutions
- Proactively review patient experience daily and provide feedback to clinicians, administration, and staff
- Maintain strict confidentiality with regards to all patients and staff issues
Patient Coordinator
Jag-One Physical Therapy
02.2014 - 08.2015
- Answer multi-line phones
- Greet and establish first contact with patients
- Confirm and update patient demographics using WebPT software
- Organize patient flow and communicate appropriately with staff regarding patient’s arrival
- Answer routine inquiries and fulfill all clerical responsibilities such as maintaining office records
- Enter data and manipulate it to generate various reports utilizing ICD‑9 and CPT codes
- Verify multiple insurances daily
- Collect and submit authorizations/claims regularly
- Process pre-certifications HIPAA-related paperwork as necessary
- Maintain confidentiality of patient data and condition to safeguard health information
- Upheld confidentiality requirements and regulatory compliance guidelines
Education
Master of Public And Health Administration -
Long Island University
08.2013 - 06.2016
Bachelor of Science - Biology
College of Staten Island of The City University of New York
Staten Island, NY 09.2009 - 08.2013
Certificate/CEU - Assertive Training
American Management Association
12.2019 - 12.2019
Skills
- Proficient in EPIC, Cerner, MCO, Microsoft 365 Programs
- Proficient at IBM SPSS Statistics, creating budgets using Excel, including Pivot Tables Proficient at HEDIS and Quality Measurements, CAHPS and HOS
- Proficient in WebPT, ADP, Visio
- Strong knowledge of ICD-9, ICD-10 and CPT codes
- Strong knowledge of the Medicare and Health insurance market
- Successful at measuring KPI, ROI and Stats Reporting
- Ability to work independently, under pressure and multitask
- Great leadership qualities and ability to lead cross functional teams
- Refined planning, organizational and time management skills
- Quick to learn and adapt to a changing environment
- Ability to set priorities among multiple competing objectives, tasks and initiatives
- Excellent communication skills and problem-solving skills
- Experience with union negotiations, contracts and grievances
- 8 Years of project management and business analysis experience
- Demonstrated experience with process improvement and workflows
- Solid knowledge of executing project deliverables in a fast paced environment
- Experience working directly with senior level business stakeholders
- Experience with Agile methodology
- Fluent in English, ASL, Urdu, Hindi and Punjabi
- Graphic and web design
Timeline
Administrator
New York Hotel Trades Council
08.2022 - Current
Certificate/CEU - Assertive Training
American Management Association
12.2019 - 12.2019
Assistant Administrator
New York Hotel Trades Council
01.2018 - 08.2022
Assistant Practice Administrator
AdvantageCare Physicians
01.2016 - 01.2018
Patient Ambassador
AdvantageCare Physicians
08.2015 - 01.2016
Patient Coordinator
Jag-One Physical Therapy
02.2014 - 08.2015
Master of Public And Health Administration -
Long Island University
08.2013 - 06.2016
Bachelor of Science - Biology
College of Staten Island of The City University of New York
09.2009 - 08.2013
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