SONYA HALL
McDonough,GA
Summary
Dedicated and adaptable professional with a proactive attitude and the ability to learn quickly. Knowledgeable about operations and offering top-notch project management, team leadership and problem-solving abilities. Ingenious in maximizing resources to meet challenging demands. Strong work ethic and effective communication skills. Eager to contribute to a dynamic team and support organizational goals. Results-oriented leader with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Overview
19
19
years of professional experience
Work History
Senior Healthcare Consultant
Dimensions Staging & Redesign (Self-Employed)
Atlanta, GA
11.2011 - Current
- Self-employed consultant specializing in healthcare office design & restructuring, as well as training, business operations, and process improvement
- Collaborated with internal teams to develop creative ways to reduce healthcare costs while maintaining quality patient care standards.
- Monitored progress of projects through regular check-ins with clients and team members.
- Analyzed current healthcare policies and procedures to determine areas of improvement or change.
- Identified best practices in the delivery of healthcare services across different markets.
- Managed client relationships by providing ongoing support throughout the consulting process.
- Implemented new processes or technologies within a healthcare organization, ensuring compliance with regulatory requirements.
- Provided technical assistance when needed regarding software applications used by clients' organizations in managing their health care operations.
- Provided guidance on financial management practices related to health care operations and services.
- Assessed existing programs within a healthcare organization and identified potential opportunities for growth.
Director of Operations
Medically Home Group (Virtual Hospital At Home)
Atlanta, GA
02.2022 - 12.2023
- Manage day to day operations, consisting of workflow development/review/reinforcement, downtime event support as well as process improvements
- Facilitate all customer facing discussions
- Reporting and Analytics tracking, along with capacity planning, training, communications and resource alignment
- Spearhead operational initiatives, improvements, patient intake, downtime emergency management preparedness
- Tracks and forecast key customer programs, while investigating trends, to drive customer performance
- Work closely across all leadership teams to ensure seamless delivery of care while performing root cause analysis of challenges that would hinder the success of care
- Participate in all market based financial, JOC and Quality/Safety meetings
- Supports the expansion of the Virtual Hospital sites, project planning, management, workflow development planning and communications
- While building stake holders buy in
- Oversees daily business activities and operational excellence of the virtual Hospital at Home service for assigned customers within a market
- Managed Project from start to finish ensuring the teams remain on task with structured timeline
- Accountability for all workflows related to identification of patients, admissions to the program, delegating and assigning activities of Cesia and ultimately delivery of quality patient care in the home
- Overall accountability for all build and maintenance of home service providers quality of care, and cost effectiveness
- Develop strong partnership with customer’s operational and clinical leaders as the primary point of contact for MH
- Expertly navigates customer’s organizational structure, anticipates their needs, and partners to resolve issues
- Oversees key operational, financial, and outcome metrics for the program (volumes, patient experience, bed capacity used, model savings, margin, etc.) with assistance from finance and analytic teams, & custom EMR / Cesia reporting
- Sets targets, creates forecasts, and drives action plans to achieve results
- Ability to pull information by reading through charts or data in the EMR as needed
- Report on key operational, cost, and quality metrics to the customer as well as maintaining strict financial budgets
- Ensures capacity of primary in-home clinicians utilizing capacity planning tools, leading planning efforts to increase capacity during program expansion
- Consistently monitors capacity and utilization across the system
- Drives the execution of the strategic success objectives (volume and outcomes achievement) and growth plan (e.g., expansion of catchment sites and geographies) in partnership with other Medically Home SMEs
- Appropriately escalates information when assistance is needed to break down barriers to program operations and profitability and keeping senior leaders informed before the barriers require escalation
- Partners with the MH Physician Lead, the customer Physician Champion, the partner Medical Director and the partner Director of Nursing on clinical program development, operational procedures, and regular evaluation in support of exceptional, safe patient care delivery
- Work closely with the medical command center’s clinical, implementation, and operational teams to ensure seamless delivery of patient care and address any challenges, do root-cause analysis of issues and drive continuous improvement
- Develop and execute a growth plan in alignment with the customer goals, MH growth goals, and product development roadmap (clinical and software product enhancements as well as new clinical use cases)
- Collaboratively solve problems and partner with virtual hospital leaders to achieve strategic goals
- Ensure MH remains in compliance with all contracted obligations and works with MH product and shared service leaders to address issues as needed including Cesia uptime requirements, invoicing timelines, and service provider obligations
- Provide leadership that inspires the provision of safe, world class, high quality, patient-centered care and develop strong relationships at all levels within.
- Directed the operations and logistics of a multi-million dollar business.
Senior Practice Administrator
Atlanta Women’s Health Group, LLC
Atlanta, GA
08.2017 - 01.2022
- Support the overall day to-day administrative and clinical operations of multiple offices
- Establish and maintain an effective operating environment which assures effective, efficient, and safe operations
- Ensure that the practice follows AWHG and office policies and procedures
- Analyze work flow, personnel, equipment, form designs, system functions, polices & procedures while reducing errors within the organization
- Review & implement new applications and/or upgrades as appropriate
- Provide leadership in project management initiatives as well as planning strategic vision meetings with the leadership teams
- Develop and present training for all levels of staff pertaining to office policy & procedures while incorporating quality controls
- Adheres to and enforces best practices relating to the physician office, patient care and patient confidentiality
- Maintain strict financial budgets.
- Resolved billing issues promptly to maintain positive relationships with patients.
- Tracked progress towards meeting organizational goals through periodic evaluations.
- Developed strong communication and organizational skills through working on group projects.
- Worked effectively in fast-paced environments.
- Applied effective time management techniques to meet tight deadlines.
Practice Administrator
Comprehensive Women’s OB/GYN, LLC / WOW Aesthetics
Atlanta, GA
08.2017 - 08.2019
- Support the overall day to-day administrative and clinical operations of multiple offices and WOW Aesthetics
- Responsible for overseeing 3 high volume offices, along with large office renovation
- Act as liaison between physicians and office employees to resolve conflicts and to promote cohesiveness in the practice, serve as liaison between the practice and other clinical and administrative components of AWHG
- Ensure that the practice follows AWHG and office policies and procedures
- Adheres to and enforces best practices relating to the physician office, patient care and patient confidentiality
- Oversee marketing initiatives for the WOW spa
- Responsible for streamlining work flow processes while eliminating financial waste within the 3 offices
- Develop and present training for all levels of staff pertaining to office policy & procedures while incorporating quality controls
- Monitor and manage all quality metrics and measures
- Manage recruiting, hiring, development and evaluation of all clinical and non-clinical staff, ensures office is staffed properly
- Recommend, develop & implement improvements for practice revenue cycle systems
- Analyze work flow, personnel, equipment, form designs, system functions, polices & procedures while reducing errors within the organization
- Demonstrate strong leadership in running the departments efficiently, with results-oriented outcomes
- Monitor EHR proficiency of staff and providers; facilitate educational opportunities to maximize efficiency
- Serve as liaison between Practices, providers, IT and CBO
- Onboarding and off boarding staff and Providers
- Project manager overseeing office build outs, office remodels, rebranding, and marketing
- Prepare and review operational financials, along with P& L.
Practice Manager III
Piedmont Healthcare Corporation
Atlanta, GA
01.2013 - 11.2016
- Support the overall day to-day administrative and clinical operations of multiple offices
- Establish and maintain an effective operating environment which assures effective, efficient, and safe operations that respond to patient, physician and staff needs
- Act as liaison between physicians and office employees to resolve conflicts and to promote cohesiveness in the practice, serve as liaison between the practice and other clinical and administrative components of the Piedmont Medical Care Corporation (PMCC)
- Ensure that the practice follows PMCC and office policies and procedures, adheres to and enforces JCAHO, OSHA, PQRS, APMs, MACRA, MIPS and meaningful use standards relating to the physician office practice of medicine
- Develop and present training for all levels of staff on electronic claims, EMR, outstanding claims reports, payment posting and front office policy & procedures while incorporating quality controls
- Monitor and manage all quality metrics and measure
- Managed the recruiting, hiring, development and evaluation of all clinical and non-clinical staff, ensures office is staffed properly
- Recommend, develop & implement improvements for practice revenue cycle systems
- Analyze work flow, personnel, equipment, form designs, system functions, polices & procedures while reducing errors within the organization
- Monitor EHR proficiency of staff and providers; facilitate educational opportunities to maximize efficiency
- Onboarding and off boarding of Physicians
- Project manager overseeing office build outs and office remodels
- Prepare operational reports and analyses reflecting progress, adverse trends, recommendations, and conclusions
- Facilitate integration of new applications (Epic) and/or upgrades as appropriate
- Provide leadership in project management initiatives pertaining to developing, planning, and implementing the clinics business plans as well as strategic vision.
Regional Practice Administrator
Planned Parenthood Southeast (PPSE)
Atlanta, GA
10.2005 - 10.2012
- Provide leadership in project management, developing, planning, and implementing the clinics business plans as well as strategic vision to the CEO, COO and Physicians
- Recommended, developed & implemented improvements for the practice revenue cycle management systems
- Formulate the business and financial affairs of the clinic and fiscal management in conjunction with the practice CFO
- Direct and manage the entire billing, patient access and collections processes for 8 locations
- Ensure clinic complies with all regulatory agencies governing health care delivery and rules of accrediting bodies
- Following OSHA, HIPAA and CLIA regulations
- Safeguard all user access & database files, through troubleshooting all hardware, software, planning, purchasing, upgrades, and installation
- Negotiate all Commercial & self-pay fee scales
- Responsible for the total management of 3-4 direct reports administering policies and procedures fairly and consistently
- Ensure Inventory usage & storage supplies are reconciled monthly
- Quality Management - complete audits and drills quarterly
- Oversee all revenue collections, timely bank deposits and balanced day sheets
- Analyze all practice managed care relationships, including monitoring of related reimbursements, negotiation with third party payers, provider credential and maintenance of contracts
- Troubleshoot & resolve any medical - administrative challenges, established lines of communication with staff to ensure high employee morale and maintain a healthy, professional atmosphere
- Processed clinic data and produce monthly reports for title x, united way & other funded programs, or grants
- Trained, coached, and mentored staff on computerized appointment scheduling, electronic billing, reimbursements, documentations, outside collections, accounts payable/receivable, patient records, data management, payment collections, knowledge of commercial Insurance, medical terminology and chart documentations are performed according to policy & practice standards
- Project manager for the implementation of the call center, manage care contracts/credentialing and front office restructuring
- Identifies new Insurance billing opportunities and overseen Insurance/Billing expansion.
Education
Bachelors- Business Administration (Healthcare) -
Status: Currently Enrolled
Medical Billing & Coding -
Status: 2004
Associate degree, Business Administration -
Status: 2000
Skills
Access Management
Administrative & Clinical operations
Analytics tracking
Budget development
Business Development
Call Center Implementation
Capacity planning
Client Engagement
Clinical program development
Compliance management
Conflict management
Cost management
Creative thinker
Credentialing
Customer performance tracking
Disability case management
Downtime event management
Emergency management preparedness
People Operations
EMR reporting
Financial analysis & budgets
Financial management
Growth planning
Healthcare management
Healthcare policy
Inventory management
Managed care contracts
Marketing
Onboarding/Offboarding
Patient intake
Payroll
Personnel management
PL management
Problem-solving
Program expansion
Project management proficiency
Project planning
Quality control
Quality management
Regulatory compliance
Relationship building
Resource alignment
Revenue cycle management
Risk Management
Root cause analysis
Solo practitioner/Group credentialing
Supply chain management
Training and development management
Troubleshooting
Virtual hospital management
Workflow development/Implementation
Accomplishments
- Implemented patient engagements by creating surveys and patient story videos to share with key stake holders.
- Develop strong relationships with the Customer, Service Providers, PIHC and Patients supporting Virtual Hospital at Home model.
- Increased revenue profits by 80% in one-year, Surpassed revenue goals for five consecutive years.
- Exceeded company objectives with award winning gains.
- Initiated programs that standardized employee training and led to an increase in customer satisfaction & quality care.
- Strengthened company's business by leading the implementation of the call center, commercial insurance plans and quality reviews.
Trainingandprofessionaldevelopment
- Transformation Staging and Redesign (2017)
- Certified Patient Accounts Representative (CPAR) (1995)
- STD Basic Contact Training & Claims Management I & II (2001)
- Professional Contract Training & Fee Negotiations (2001)
- Human Anatomy, Medical Terminology & SOAP Documentations (2000)
References
References available upon request.
Timeline
Director of Operations - Medically Home Group (Virtual Hospital At Home)
02.2022 - 12.2023
Senior Practice Administrator - Atlanta Women’s Health Group, LLC
08.2017 - 01.2022
Practice Administrator - Comprehensive Women’s OB/GYN, LLC / WOW Aesthetics
08.2017 - 08.2019
Practice Manager III - Piedmont Healthcare Corporation
01.2013 - 11.2016
Senior Healthcare Consultant - Dimensions Staging & Redesign (Self-Employed)
11.2011 - Current
Regional Practice Administrator - Planned Parenthood Southeast (PPSE)
10.2005 - 10.2012
Strayer University - Bachelors- Business Administration (Healthcare),
Malix Institute of Technology, School of Business - Medical Billing & Coding,
Branell Institute - Associate degree, Business Administration,
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