SOPHIA EASTERLING
Florissant,MO
Summary
Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
23
23
years of professional experience
Work History
Regional Director of Operations MFM
Mercy Hospital St. Louis
ST. LOUIS, MO
01.2025 - Current
- Analyzed data to identify areas of improvement in processes or procedures within the region.
- Implemented successful business strategies to increase revenue and target new markets.
- Assessed reports and adjusted workflows to realign with targets.
- Communicated clear and consistent messages regarding departmental goals to produce desired results.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Reviewed financial reports and identified opportunities for cost savings.
- Delegated work to staff, setting priorities and goals.
- Forecasted customer demand to set prices or credit terms for goods or services.
Operations Manager
St. Louis Children's After-Hours Convenient Cares
St Louis, MO
08.2022 - 12.2025
- Effectively oversees and directs staff, project management, and project deliverables in assigned areas, and acts as the administrative liaison for the building operations of three convenient care facilities.
- Managing inventory and ensuring compliance, I successfully led all daily operations.
- Managed and evaluated workflow and productivity to meet the clinic's needs.
- Develop and implement standard work and procedural changes to drive the quality of care.
- Decreased adjusted voluntary turnover from 50% to 21%.
- Strategically planned 'On My Way' scheduling tool for online scheduling.
- Six Sigma Lean Design Training, upon completion of the project, resulted in decreased patient wait times and increased both patient and employee satisfaction.
- We increased copayment collections from 0% to an 86% increase within a month.
- Led the civility planning and teaching to frontline coworkers.
- Responsible for financial budget variance reports, building cost allocations, and revenue models.
- Organize and staff quality committees and key strategic initiatives to measure clinic outcomes.
- Promote staff engagement and performance reviews.
- Created effective business plans to focus strategic decisions on long-term objectives.
Interim Pediatric Sleep Lab Manager
St. Louis Children's Hospital
01.2024 - 12.2024
- Company Overview: Missouri Baptist and Christian Hospital.
- Responsible for overseeing Sleep Lab operations, including budget, payroll, employee scheduling, health fair/outreach presentations, education, and billing.
- Strategic planning and goals for setting up additional sites and construction.
- Ensure staff deliver safe, clean, patient care.
- Collaborate with physicians to ensure quality patient care.
- Worked together to maintain continuity and provide quality studies.
- Analyzed business performance data and forecasted business results for upper management.
- Reviewed employee performance, and provided ongoing feedback and coaching to drive performance improvement.
Practice Manager
Mercy Clinic Primary Care & Women's Health
01.2021 - 08.2022
- Manage 10 plus employees, including Advanced Practitioners, through adequate staffing practices, completion of staff duties, objectives, development of operational goals, and conflict resolution.
- Oversee day-to-day operations of both primary care and OB/GYN, planning and organizing.
- Develop efficiency-enhancing workflow/process improvements.
- Budget review and implementation, as well as revenue forecasting.
- Coordinate all aspects of patient care.
- Influencing, leading, and delegating abilities.
- Daily clinical reports, billing, payroll, employees, and provider schedules.
- Accounting of stewardship and onboarding.
Supervisor
Mercy Urgent Care /Respiratory Center
Hazelwood, MO
01.2020 - 12.2020
- Responsible for the clinical and administrative growth, daily business operations, and vision of the Temp Acute Clinic Office.
- Instrumental in getting the Covid Respiratory Center up and running, along with the Mercy Clinic Response Team.
- Stayed at the forefront of medical and technical advances, evaluating options, and integrating useful solutions.
- Coordinate administrative management, education, and supervision for clinical staff and patients.
- Compiled the clinic in compliance with governmental policies and regulations, including HIPAA, JCAHO, OSHA, and CLIA.
- Drafting action plans and developing the process to operate a successful COVID clinic.
- Analyzed patient wait times and developed clinic strategies to reduce errors.
- Worked effectively with a diverse team to accomplish daily objectives, meet long-term goals, and achieve program goals by effectively motivating and supervising medical, technical, and clerical staff.
Supervisor
Mercy Urgent Cares
Hazelwood, MO
09.2017 - 01.2020
- Responsible for assisting with the business operations of six Urgent Cares by developing and analyzing reports needed to process payroll for the staffing.
- Editing and approval of Kronos punches for 91 employees, along with processing off-cycle checks, PTO requests, and payroll adjustment forms.
- Provide administrative support to the providers and staff, along with making routine travel arrangements.
- Managed a team of 81 employees, ensuring that high productivity and quality standards were met.
- Perform charge entry for the medical supplies being utilized, maintain hospital billing for charge review, claim edit, and follow-up work queues along with denials.
- Assist with the Mercy onboarding process, including interviewing candidates, providing resources, and training information such as Vergence requests and Mercy Insight.
- Organize meetings with staff to improve the workflow and address any concerns they may have, to keep the morale up.
- Reviewed clinic patient satisfaction scores to ensure the operation of the Urgent Care remains professional and above 70%.
- Participated collaboratively with operation team members during the practice shutdown.
- Billing for Occupational Medicine and Workers' Compensation.
Medical Receptionist III/Interim Practice Manager
Mercy Florissant Oaks IM
Florissant, MO
03.2008 - 10.2017
- Provided daily operational oversight to Internal Medicine practices at Florissant Oaks and Clarkson Internal Medicine for 8 months while seeking a permanent office manager.
- Accountable for the onboarding of incoming staff and mid-levels, assisted with accounting of stewardship performance reviews, coaching, and the corrective action process.
- Worked with the physicians to ensure their understanding of annual target UHC and Boeing ACO goals, along with developing strategic ways of enhancing an efficient workflow.
- Set up monthly meetings with staff and physicians to communicate updates in practice operations, provider support, and customer service.
- Actively adhere to patient complaints, and implement improvements for the practice.
- Collaborated with the operations team to organize and update OSHA, CLIA, and HIPAA manuals, along with credentialing, and build provider/mid-level schedules.
- Scheduled tests and procedures for patients, including x-rays and lab work, coordinate patient appointments and hospital admissions.
Medical Administrative Assistant Care Lead
Intercare Community Network
Benton Harbor, MI
06.2003 - 03.2008
- Liaised between the office manager and staff to improve patient and service satisfaction.
- Provided strong performance expectations to staff during orientation.
- Managed registration in developing a workflow for the collection of copayments to increase the office's revenue.
- Implemented and managed policies and procedures to meet goals for Medicaid and Medicare patients.
- Analyze complex customer complaints and implement marketing strategies and techniques to increase patient recruitment.
- Scheduled tests and procedures for patients, including X-rays and lab work.
- Managed the registration desk by answering telephones and greeting incoming patients.
Education
Associates of Arts - General Studies
St. Louis Community College
St Louis, MO01.2022
Diploma - Medical Administrative Assistant
Olympia Career Institute
Kalamazoo, MichiganSkills
- Time management
- Financial reporting
- Process improvement
- Result-oriented
- Strategic thinking
- Analytical thinking
- Budget management
- Operational oversight
- Project management
- Complex problem-solving
- Team development
Lectures
- Unpacking Unconscious Bias. Inclusion on purpose: An intersectional Approach to Creating a Culture of Belonging at Work., BJC Women's Connection (Virtual), 2023
- Prospectives in Pediatrics Conference Living Our Values: Translating Compassion, Respect, Excellence, Safety and Teamwork into Practice, Eric P. Newman Education Center Washington University, St. Louis, 2024
Awards
- Living Our Values Nominee
- NCI Community Development Leadership Award
Boards
- Ferguson Community Advisory Board, 2021-2022
- Ferguson Youth Initiative, 2020-2023
Professional Development
- Clinic Food Drive Operation Food Search
- Christmas Adopt a Family
- St. Louis Business Diversity
- Lean Design/Opus Pipeline to Healthcare
- Civility Coach
- Women's Connection Group
Accomplishments
- Professional /Leader development Clinic Food Drive Operation Food Search Christmas Adopt a Family St. Louis Business Diversity Lean Design/Opus Pipeline to Healthcare Civility Coach Women’s Connection Group Boards Ferguson Community Advisory Board (2021-2022) Ferguson Youth Initiative (2020-2023)
Timeline
Regional Director of Operations MFM
Mercy Hospital St. Louis
01.2025 - Current
Interim Pediatric Sleep Lab Manager
St. Louis Children's Hospital
01.2024 - 12.2024
Operations Manager
St. Louis Children's After-Hours Convenient Cares
08.2022 - 12.2025
Practice Manager
Mercy Clinic Primary Care & Women's Health
01.2021 - 08.2022
Supervisor
Mercy Urgent Care /Respiratory Center
01.2020 - 12.2020
Supervisor
Mercy Urgent Cares
09.2017 - 01.2020
Medical Receptionist III/Interim Practice Manager
Mercy Florissant Oaks IM
03.2008 - 10.2017
Medical Administrative Assistant Care Lead
Intercare Community Network
06.2003 - 03.2008
Associates of Arts - General Studies
St. Louis Community College
Diploma - Medical Administrative Assistant
Olympia Career Institute
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