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
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