Sonja Gravitt
Holliday
Summary
Dynamic Practice Manager with extensive experience at North Texas Arthritis & Rheumatology, excelling in policy development and patient engagement. Proven track record in enhancing operational efficiency and staff morale while ensuring HIPAA compliance. Skilled in financial oversight and resource management, delivering exceptional support that significantly improved patient satisfaction and care quality.
Highly communicative Medical Practice Manager with a background recommending methods to lower overhead costs and improve efficiency. Detail-oriented professional with exemplary skills in alleviating customer issues with tact and handling insurance company disputes. Promoting great leadership and decision making skills.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Practice Manager
North Texas Arthritis & Rheumatology
Wichita Falls, Texas
05.2024 - Current
- Developed close working relationships with front office and back office staff.
- Ordered all office supplies and kept check on inventory levels.
- Created and implemented organizational policies and procedures.
- Consulted with healthcare professionals on business decisions.
- Oversaw accounting, budgeting, and financial reporting.
- Assisted with regulatory issues such as compliance.
- Developed and maintained electronic record management systems to analyze and process data.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Addressed and remedied all patient or team member issues.
- Assessed processes and procedures, complying with HIPAA regulations.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Boosted staff morale by offering constructive feedback and specific direction.
- Provided supervision and management to clinic.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Communicated with patients, ensuring that medical information was kept private.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Monitored and inspected staff processes to eliminate hazards posed for both patients and staff while ensuring continuous compliance with regulations.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Successfully negotiated insurance contract renewals to create increased revenue.
- Removed trash and thoroughly cleaned entire clinic 3 days a week and ensured clinic was always clean daily.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Supervised team of 8 office personnel.
Patient Access Team Lead
United Regional Physician Group
Wichita Falls, Texas
08.2009 - 05.2024
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Applied administrative knowledge and courtesy to explain procedures and services to patients.
- Processed payments using cash and credit cards, maintaining accurate records of transactions.
- Greeted and assisted patients with check-in procedures.
- Followed document protocols to safeguard confidentiality of patient records.
- Compiled and maintained patient medical records to keep information complete and up-to-date.
- Verified patient insurance eligibility and entered patient information into system.
- Provided excellent customer service to patients and medical staff.
- Responded to inquiries by directing calls to appropriate personnel.
- Recommended service improvements to minimize recurring patient issues and complaints.
- Organized patient records and database to facilitate information storage and retrieval.
- Answered incoming calls, scheduled appointments and filed medical records.
- Delivered support to medical staff in completion of patient paperwork.
- Facilitated communication between patients and various departments and staff.
- Trained new staff on filing, phone etiquette and other office duties.
- Offered simple, clear explanations to help clients and families understand hospital policies and procedures.
- Helped address client complaints through timely corrective actions and appropriate referrals.
- Resolved customer complaints using established follow-up procedures.
- Worked with patients to ascertain issues and make referrals to appropriate specialists.
- Cross-trained existing employees to maximize team agility and performance.
Education
Bachelor of Science - Early Childhood Education
Tarleton State University
Stephenville, TX1994
Skills
- Referral management
- HIPAA and OSHA regulations
- Policy and procedure development
- Workflow management
- Electronic health records
- Office procedures
- Employee issue resolution
- Medical practice management
- HIPAA
- Appointment scheduling
- Staff guidance
- Strategic business planning
- Patient engagement
- Operations management
- Medical billing
- Quality improvement
- Patient relations
- Budget oversight
- Supplies ordering
- Performance metrics
- Resource management
- Staff management
- Policy development
- Human resources management
- Insurance referral facilitation
- Reimbursement tracking
- Practice marketing
- Staff supervision
- Bookkeeping
- Revenue cycle management
- Workflow planning
Certification
- Certified Healthcare Access Associate (CHAA) National Organization of Healthcare Access Management
- Certified Specialist Physician Practice Management (CSPPM)
- Member of National Organization Of Rheumatology Managers
Timeline
Practice Manager
North Texas Arthritis & Rheumatology
05.2024 - Current
Patient Access Team Lead
United Regional Physician Group
08.2009 - 05.2024
Bachelor of Science - Early Childhood Education
Tarleton State University
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