Shivani Shah

Key Responsibilities & Experience

• Demonstrated Trinity Health’s Mission, Values, Vision, and Promise through ethical leadership, operational decision‑making, and colleague engagement.
• Provided strategic guidance and operational leadership to site and regional leaders to achieve performance, quality, and patient experience goals.
• Enabled collaboration across service areas and regional stakeholders to ensure alignment, consistency, and integration of Patient Access strategies and operations.
• Led standardization and optimization of Patient Access policies, workflows, and methodologies, supporting systemness and best‑practice adoption.
• Oversaw onsite Patient Access operations, maximizing patient throughput while ensuring accurate collection of demographic, insurance, and financial data to secure reimbursement.
• Directed process redesign initiatives to improve patient experience, data integrity, staff productivity, and quality outcomes.
• Managed scheduling, staffing, and full colleague life cycle for Patient Access teams across multiple locations, including hiring, onboarding, coaching, performance management, and development.
• Coordinated pre‑service and onsite functions including registration, intake, medical necessity screening, financial clearance, point‑of‑service collections, and financial counseling.
• Served as primary liaison for Patient Access systems and data integrity, addressing issues related to medical record/account creation, consents, bed designation, and regulatory documentation.
• Collaborated with clinical, revenue cycle, IT, and ancillary departments to resolve issues, implement best practices, and support operational continuity.
• Measured, analyzed, and reported KPIs and operational metrics, using data to drive performance improvement and value delivery.
• Supported regional and system‑wide initiatives, ensuring local compliance with functional priorities and operational standards.
• Maintained working knowledge of federal, state, and local regulations, Trinity Health Integrity & Compliance Program, and Code of Conduct to ensure ethical, compliant operations.
• Provided leadership across the colleague life cycle, fostering engagement, accountability, and high‑performing teams.

• Leads health center staff in development of a culture that fosters positive attitudes and trust among staff to achieve goals and objectives.
• Assists all staff in creating and maintaining a team-based plan to meet PPNCS goals and objectives.
• Supports and leads team through changes in the business. Serves as a role model to staff and peers in business ethics, integrity, customer service, and service recovery.
• Responsible for the day-to-day management of all health center activities. Manages the health center to meet or exceed goals in productivity, revenue, patient and employee satisfaction, patient visit targets, and quality measures.
• Monitors daily systems and procedures and ensures that barriers to quality employee performance and customer service are dealt with promptly and effectively.
• Monitors and ensures compliance with our Standard Operating Procedures, Policies, and Medical Standards and Guidelines, as well as HIPAA, CLIA, OSHA, and any other regulatory agencies.
• Reinforces a patient-centered service model by mentoring staff and setting an example by creating an environment that stresses responsive service delivery. Anticipates patient needs and assures all staff maintain customer service standards. Responds to patients in a courteous and timely manner.
• Responsible for hiring, training, and managing of health center staff. Responsible for ongoing training, staff development, and staff meetings, to ensure all staff are aware of all new and revised PPNCS policies and procedures. Monitors and evaluates staff in their daily performance.
• Takes proactive steps to resolve staff issues quickly and efficiently using ongoing, continual feedback.
• In consultation with Human Resources, responsible for staff performance plans and disciplinary actions.
• Analyzes, prepares, and submits all necessary reports and ensures that these reports are done accurately and in a timely manner. Submits additional reports as requested and meets deadlines.
• Develops, implements, and monitors health center financial plan. Monitors monthly financial statements against operating plan for fluctuations in revenue and expenses and assures performance goals are met. Is accountable for expenditures including, but not limited to patient fee adjustments, payment plans, patient refunds, and salaries.
• Responsible for the financial management of the health center. Accountable for daily reconciliation of deposits and logs, submitting invoices, and expense reports.
• Regularly conducts analyses of the health center and creates measurable goals and objectives to ensure successful center operations and financial stability. Utilizing process improvement tools, implements activities to achieve health center goals and objectives and evaluates results.
• Monitors health center templates and arranges for staffing coverage while achieving visit goals.
• Assures appropriate ordering and accuracy of inventory for office supplies, medical supplies, contraceptives, medications, furniture, and equipment for health center.
• Ensures compliance with medical record SOP.
• Assists staff with maintaining clinic flow, performing various staff functions as needed where licensure is not required (e.g., working at the front desk, rounding on patients, stocking, and cleaning rooms, etc.)
• Responsible for monitoring and maintaining the physical space, safety, security, and brand standards of the health center.
• Assures health center provides patient centered care and meets productivity goals.
• Works to advance all of the medical services provided at our health centers including family planning, reproductive health services, abortion services, contraceptive services, vasectomies, mental health, and transgender care.
• Partners with staff and collaborates with other departments to assure health center is meeting organizational goals.

• Maintaining current insurance practices, requirements, and forms.
• Verifying claims are going out clean and proper reimbursement is received for services provided.
• Processing and following up insurance claims.
• Documenting and coding information.
• Interpreting dental records.
• Reviewing patient accounts and determining appropriate billing distributions.
• Reviewing past due bills.
• Following up with patients and insurance companies on past due accounts.
• Administrative and business operations

• Manages administrative tasks of the Clinic, Laboratories, and other Healthcare facilities.
• Filing patient records such as gathering Eligibility reports and Run-down benefits.
• Update patient health records, including admissions and insurance data.
• Issuing and paying bills.
• Processing insurance claims and patient payments.
• Explaining healthcare regulations and medical law to all office members.
• Ensure compliance with current healthcare regulation, Manage subordinate administrative staff.
• Hire, train and monitor clerks and secretaries, assign schedules and tasks, and develop goals as well as strategies to reach those goals.
• Represent organization at investor meetings and governing boards.
• Handles finances, such as creating budgets, calculating and issuing patient bills, and negotiating insurance claims.

• Resolve patient issues in accordance with company policies and procedures, healthcare regulations and dental board standards.
• Recruit and select office staff to meet operational requirements.
• Organize and oversee supply purchases, equipment upgrades and operations expenses.
• Complete administrative functions including bank deposits, revenue posting, staff payroll and invoice processing.
• Meet with Physicians, Nurses and other health care staff to determine their concerns and needs on an ongoing basis.
• Find ways to reduce overall costs while maintaining consistent patient services.
• Institute hiring procedures that attract and retain the top talent in the healthcare industry.
• Oversee marketing and advertising efforts on behalf of the health care center.
• Ensure compliance with regulatory bodies and requirements as well as in-house expectations.
• Maintain facilities and equipment in accordance with hygiene and safety regulations including OSHA.

Key Responsibilities & Experience

• Demonstrated Trinity Health’s Mission, Values, Vision, and Promise through ethical leadership, operational decision‑making, and colleague engagement.
• Provided strategic guidance and operational leadership to site and regional leaders to achieve performance, quality, and patient experience goals.
• Enabled collaboration across service areas and regional stakeholders to ensure alignment, consistency, and integration of Patient Access strategies and operations.
• Led standardization and optimization of Patient Access policies, workflows, and methodologies, supporting systemness and best‑practice adoption.
• Oversaw onsite Patient Access operations, maximizing patient throughput while ensuring accurate collection of demographic, insurance, and financial data to secure reimbursement.
• Directed process redesign initiatives to improve patient experience, data integrity, staff productivity, and quality outcomes.
• Managed scheduling, staffing, and full colleague life cycle for Patient Access teams across multiple locations, including hiring, onboarding, coaching, performance management, and development.
• Coordinated pre‑service and onsite functions including registration, intake, medical necessity screening, financial clearance, point‑of‑service collections, and financial counseling.
• Served as primary liaison for Patient Access systems and data integrity, addressing issues related to medical record/account creation, consents, bed designation, and regulatory documentation.
• Collaborated with clinical, revenue cycle, IT, and ancillary departments to resolve issues, implement best practices, and support operational continuity.
• Measured, analyzed, and reported KPIs and operational metrics, using data to drive performance improvement and value delivery.
• Supported regional and system‑wide initiatives, ensuring local compliance with functional priorities and operational standards.
• Maintained working knowledge of federal, state, and local regulations, Trinity Health Integrity & Compliance Program, and Code of Conduct to ensure ethical, compliant operations.
• Provided leadership across the colleague life cycle, fostering engagement, accountability, and high‑performing teams.