Shirl Bender
Summary
Assertive and enthusiastic professional with over 15 years of experience in medical office operations and practice management, demonstrating a strong commitment to medical ethics and integrity. Known for a patient and self-disciplined approach, combined with analytical prowess and attention to detail, enhancing staff management, training, and career development initiatives. Proven abilities in coaching that foster improved employee performance while promoting positive team cohesiveness and effective teamwork dynamics within healthcare settings. Dependable and adaptable, consistently achieving targets through strong leadership, operational management skills, and expertise in resource optimization, customer service, and strategic planning.
Overview
21
21
years of professional experience
Work History
ASSISTANT CENTER MANAGER OF OPERATIONS
CSL Plasma
07.2023 - Current
- In collaboration with Center & Quality management, assist quality compliance by meeting company, regulatory and customer requirements to safeguard the purity, and efficacy of the plasma and the safety of donors and employees.
- In collaboration with center and quality management, assist with all audits by working with quality personnel and QA team to develop effective corrective actions plans to address any areas of deficiency noted during audits.
- Responsible for all aspects of financial oversight and center production goals. Monitors net yields and implement plans for improvement when required. Consistently meets daily, weekly, and monthly deadlines and maintains center’s operational records
- Overall authority over center operations production goals, monitor net yields, and implement improvements plans as required. Meet daily, weekly and monthly deadlines and maintain center’s operational records.
- Ensure compliance with all Company SOP’s and applicable federal, state, and local regulations. Perform all staff tasks and duties at a proficiency level adequate for training and critiquing employees’ performance of their tasks and duties.
- Ensure efficient donor flow throughout the center. Identify problem areas and implement corrective actions as needed. Serve as the main management support to CSL Plasma services center manager.
- Ensure improvements are ongoing and act as a liaison with all corporate functions to ensure center compliance and performance are met. Manage all inventories to the optimum levels by maximizing efficiencies, customer service levels and minimizing investments. Support meeting daily, weekly, and monthly deadline
- Assisted in managing daily operations to ensure compliance with safety and quality standards.
- Coordinated staff schedules, optimizing coverage for peak operational efficiency.
PHYSICIAN CREDENTIALING MANAGER
Maxwell Medical Group
01.2021 - 01.2023
- Overseen credential functions including application management and primary source verification, ensured compliance with the appropriate accrediting and regulatory agencies.
- Supervised credentialing staff in the day-to-day management of the overall CVO credentialing process and database management. Ensured that medical staff members maintain current credentials and licenses to work legally in their field or specialty., assisted with new Physician On-boarding
- Reduced workflow inconsistencies by recruiting and hiring capable staff members, coordinated site investigations, documented issues, and escalated to executive teams as needed, prepared records for site visits and file audits. Experienced in CAQH, PECOS, IMPACT, and NPPES credentials
- Diagnosed and treated diverse patient conditions in a fast-paced clinical environment.
- Developed and implemented individualized treatment plans for optimal patient outcomes.
PHYSICIAN PRACTICE MANAGER
Pinnacle Hospital
01.2018 - 01.2021
- Managed all aspects of the Physician Practice sites, including Specialist sites., maintained Budgeting Standards for on Boarding Physicians
- Facilitate departmental projects to analyze network cost effectiveness, and provider targeted goals for sites., manage Insurance Network Panels for Physicians as well as Credentialing System, developed and maintain Provider and ancillary schedules.
- Built and developed relationships with surrounding Specialists, and Businesses in the community, managed and directed missing charge reconciliation project for radiology and laboratory.
- Recruited New Patients & Staff
- Had oversight daily practice operations, including appointment scheduling, billing procedures, debt collections, cleaning, security, and occupational health and safety.
- Conducted quarterly provider service visits as well as in-service meetings as needed.
- Streamlined patient scheduling processes to enhance operational efficiency.
- Developed and implemented staff training programs to improve service delivery.
ASSISTANT CENTER MANAGER OF ADMINISTRATION
Advocate Medical Group
01.2014 - 01.2018
- Managed all aspects of the registration, scheduling, and communication functions of Advocate. Medical Group while supervising a 20-member team that consists of Office Coordinator, PSRs, PSCs, Phlebotomists, RMAs, and Forms Completion Associates.
- Managed and directed missing charge reconciliation project for radiology and laboratory., managed team that corrected REG/TES Edits preventing payment processing, recouped $800.00 thousand within 1-month time.
- Developed and maintained provider and ancillary schedules that maximize productivity and patient access to care to include check-in, check out, charge entry, and TOS collections for the center (23 schedules managed)., maintained an effective/error-free telecommunication process (manage center switchboard).
- Supervised and met goal for daily scheduling for Medicare managed Advantage Comprehensive Visits (MA360), Epic Super User/Trainer and Physician On-boarding, supported Acquisitions Team and assisted with On-boarding new Neurology, Oncology/Hematology, Rheumatology, and Gastroenterology departments.
- Assisted in managing daily operations to enhance patient care and satisfaction.
- Coordinated staff schedules to ensure optimal coverage and service delivery.
PATIENT SERVICE COORDINATOR
Advocate Medical Group
01.2013 - 01.2014
- Create, edit, modify, and monitor provider schedules. Ran a daily missing charge report, distribute, and process encounters that appear on the report.
- Reconciles patient accounts and ensures collection of co-payments and prior balances at Time of Service, trained new associates in all aspects of the front-desk responsibilities and customer service
- Data entry of ICD-9, CPT, and HCPC codes are accurately entered and submitted for timely billing. coordinates and distributes rescheduling assignments to PSR team. collaborated with supervisor and coordinator to ensure adequate coverage is sustained.
- Coordinated patient scheduling, ensuring optimal appointment availability and minimizing wait times.
- Facilitated communication between patients and medical staff to enhance service delivery and satisfaction.
RECRUITING / DEVELOPMENT SUPERVISOR
Target Corporation
01.2005 - 01.2007
- Recruited and hired over 435 employees, developed training programs for new and existing employees.
- Directly supervised fourteen associates., processed payroll, benefits, and time off requests. Coordinated human resource functions included employee coaching and progressive disciplinary actions.
- Supervised daily operations to ensure efficient workflow and adherence to company standards.
- Led training programs to enhance team performance and operational knowledge.
Education
COMPLETED COURSEWORK TOWARDS CNA / CPR CERTIFIED -
Sam Land Health Center
Chicago, ILCOMPLETED COURSEWORK TOWARDS DIPLOMA -
Midwest High School
Chicago, ILSkills
- Trainer, Calculator, Fax, Copier, Printer, Multi- Line Switchboard, All Scripts, Flow cast, MVP, Outlook
- Financial Records
- Operational Procedures
- Strategic Vision
- Credentialing Policies
- Workflow Processes
- Performance Goals
- Accounting Record
- Microsoft Word, Excel, Power Point, Microsoft Windows, Adobe Viewer, Internet Explorer, Epic
- Customer Experience
- Credentialing Process
- Change Management
- Executive Leadership
- Electronic Filing System verifying Credentials, Policy and Procedure Development
- Goal setting and tracking
- Health and safety compliance
- Facility management
- Staff training and development
Timeline
ASSISTANT CENTER MANAGER OF OPERATIONS
CSL Plasma
07.2023 - Current
PHYSICIAN CREDENTIALING MANAGER
Maxwell Medical Group
01.2021 - 01.2023
PHYSICIAN PRACTICE MANAGER
Pinnacle Hospital
01.2018 - 01.2021
ASSISTANT CENTER MANAGER OF ADMINISTRATION
Advocate Medical Group
01.2014 - 01.2018
PATIENT SERVICE COORDINATOR
Advocate Medical Group
01.2013 - 01.2014
RECRUITING / DEVELOPMENT SUPERVISOR
Target Corporation
01.2005 - 01.2007
COMPLETED COURSEWORK TOWARDS CNA / CPR CERTIFIED -
Sam Land Health Center
COMPLETED COURSEWORK TOWARDS DIPLOMA -
Midwest High School