Sugei Abreu
Lynn,MA
Summary
Knowledgeable Practice Manager with proven track record in overseeing operations and improving patient care. Successfully managed multidisciplinary teams and implemented efficient practice systems. Demonstrated leadership in optimizing workflow and enhancing patient satisfaction.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Practice Manager
MGH Chelsea Health Care Center
03.2013 - Current
- Oversees the day-to-day performance of administrative and clinical support staff. Provides human resources management of staff in the hiring, training and evaluation of employees.
- Assists Practice leadership with the establishment of policies, programs and procedures for the department. Develops and provides training for staff on the administrative policies and procedures of the department and the hospital.
- Collaborates with administrators on the preparation of the practice yearly budgets.
- Evaluates, develops and implements various administrative systems and procedures designed to maximize the secretarial workflow, thereby creating staffing efficiencies.
- Evaluates no show, cancellation, wait times and other patient front-end quality of service indicators.
- Works with Practice leadership to manage staff schedules. Evaluates daily staffing needs and coordinates replacement of staff to meet volume and provider productivity requirements within each area or unit.
- Coordinates, documents and completes performance evaluations for support staff effectively and on time develops employees through on-going coaching, counseling and training. Administers corrective action if appropriate.
- Develops, implements and/or coordinates staff education for both the personal and professional development of staff. This would also include organizing mandatory training, as outlined by the hospital, JCAHO, DPH, HIPAA or other governing guidelines.
- Oversees the management of the department's payroll within Kronos, including the resolution of payroll issues.
- Collaborate with all staff to provide support and assist in the resolution of patient/customer service issues.
- Participates in departmental preparation for JCAHO and other regulatory site a visit, as outlined in the Standards of Practice. Ensures the physical environment is maintained.
- Ensures that HIPAA policies and procedures are fully implemented.
- Develops, leads and assist in special projects to support Practice goals and to meet hospital revenue, compliance and patient satisfaction related topics.
- Builds and maintains ongoing working relationships with staff, clinical and physician members of the Practice to facilitate positive staff morale and support provider productivity.
- Identifies, monitors and resolves IS issues which impact the department's operation. Participates in the evaluation of IS equipment and systems as it impacts operations.
- Monitors patient billing activity to ensure compliance with revenue procedures
- Creates, modify and apply daily changes to provider's Schedules
- Supervised team of [Number] office personnel.
Patient Access Support Services Staff Development
Lynn Community Health Center
01.2009 - 01.2013
- Develop a written curriculum and competence testing materials for orienting new employees in all aspects of the assigned PASS job description.
- Train and mentor new Support Staff in all aspects of EPM System including: how to verify and update demographic and insurance data; greet and process patients with an emphasis on positive customer service; training on different insurance system requirements and validations.
- Reinforce LCHC expectations of professional conduct; dress code; team member; and good customer service concepts.
- Create, update, and provide Training Resource Manual and testing materials for new employees.
- Maintain records of all employees training/testing. Collaborate with PASS Manager regarding employees who are unable to pass required testing to determine disposition.
- Retrain existing employees in specialized areas when identified by supervisors or when EPM updates require knowledge and skill updates.
- Collaborate formally and informally with the Billing Department Supervisor to assure updated and/or continuous training regarding insurance verification and posting.
- Evaluate all aspects of the PASS orientation, in-service and staff development activities and make appropriate changes to assure continued staff excellence.
- Assist with the planning, coordination and delivery of all ACES Training.
- Assist with the enrollment and coordination of the annual Interpreter Class Training Program. Serves as an administrator with The Interpreter Class Training Program delivered by BAHEC.
- Assist with the coordination of the Cultural Competence Task Force.
- Perform Spanish Language Competency Testing for Clinical Assistants and other front line staff.
- Facilitate a One Hour Customer Service orientation for all New Hires on their first day.
Patient Access Support Services Manager
Lynn Community Health Center
01.2006 - 01.2009
- Directed recruitment and retention of Support Staff of 35 employees.
- Trained, supervised and evaluated staff, coached improvement management skills.
- New employee orientation in the Customer Service Field
Customer Service Coordinator
Lynn Community Health Center
01.2004 - 01.2006
- Deliver Monthly Customer Service Trainings to all staff members
- Distribute and collate and maintain record of monthly customer service surveys
- Annual Employee Language and Culture survey
- New employee orientation in the Customer Service Field
- Coordination of Medical Interpreter Classes within the health Center
- Coordination of the Cultural Competence Task Force.
- Assist with employment interviews
Pediatric Office Manager
Lynn Community Health Center
01.2000 - 01.2004
- Assists patients with Mass Health Insurance in changing Primary Care Provider.
- Responsible for calling up charts for School Forms, working with CA to complete necessary information, placing on desk for completion and placing in envelope for parent pickup. As well as generating letters for patients when school are not completed and preparing letters for patients to take to work or school.
- Responds to incoming calls from outside agencies and transfers as necessary (providers, hospital, DSS) Requests for the nurses.
- Responsible for typing and sending referral letters to specialists.
- Responsible for printing out labels and sending postcards and/or certified letters for TB clinic high risk patient mailings.
- Responsible for bringing all mail to designated location before pick-up.
- Provides clerical support to the Asthma Collaborative.
- Makes labels and signs as needed for team usage.
- Orders necessary supplies for the department
- Translates documents for the providers from English to Spanish for Spanish speaking patients.
Adult/Family Medical Secretary
Lynn Community Health Center
01.1998 - 01.2000
- Schedule hospital testing and appointments with specialists for patients using good communication skills and professional demeanor in dealing with other doctors and their office staff and/or hospital staff.
- Knowledgeable of preparations for diagnostic tests to be done at the hospital, knowledge of hospital policies and specialists office policies.
- Knowledgeable of names and types of specialists to whom patients should be referred, as well as knowledgeable of where specialized testing is done.
- Keep log of every test that is booked and every appointment that is made with another specialist. Track reports and/or test results in log.
- Transcribe progress notes and correspondence
- Insurances - process referrals; fill out necessary forms for HMO Blue, HCHP, Tufts, Pilgrim, NHP & PCC.
- Track and problem solve when problems arise (working with insurance companies).
- Copy and mail reminders, test results, and other forms as necessary as well as scan/copy lab work and reports, ensuring copies of all documents are entered into patients' medical records.
- Mail requests for patient records from other doctors or facilities, making sure patient signs authorization for information to be released.
- Fax reports or request faxed reports when necessary.
Reception Appointment Clerk
Lynn Community Health Center
01.1997 - 01.1998
- Schedule appointments via scheduling system.
- Verify and update demographic and insurance data in the computer.
- Greet and process patients, with an emphasis on positive customer service over the phone.
- Complete registration process for patients with appointments
- Answer phones, take accurate complete messages, and deliver promptly.
- Transfer customer calls to appropriate staff.
- Translate for patients as needed.
- Make reminder calls to patients about upcoming appointments and/or to reschedule appointments.
- Assist patients with insurance problems/questions.
- Continually monitor appointment schedule, acknowledge appointments, and change appointment status for cancels.
- Complete call logs and reports.
Education
Bachelor of Science Business Administration - Healthcare Administration
Southern New Hampshire University
Manchester, NH04.2023
A.D. Business Administration - undefined
North Shore Community College
Lynn, MA01.2002
Skills
- Bilingual English & Spanish
- Team Player
- Schedule management
- Staff management
- Practice management
- Workflow management
- Strategic planning
- Employee performance
- Workflow planning
Accomplishments
- Supervised team of 50 staff members.
- Achieved Partners in Excellence Team Award 2016.
- Achieved Annual Patient Experience Team Award 2019.
Affiliations
- Hospice of the North Shore, Member of the committee Advisory Board for Latino Population 2010
- Cultural Competence Task Force-Lynn Community Health- Co-Leadership2010-2013
Certification
- Certified Medical Interpreter 2007
- Certificate Program Health Care Management 2007
Languages
Spanish
Native or Bilingual
English
Full Professional
Timeline
Practice Manager
MGH Chelsea Health Care Center
03.2013 - Current
Patient Access Support Services Staff Development
Lynn Community Health Center
01.2009 - 01.2013
Patient Access Support Services Manager
Lynn Community Health Center
01.2006 - 01.2009
Customer Service Coordinator
Lynn Community Health Center
01.2004 - 01.2006
Pediatric Office Manager
Lynn Community Health Center
01.2000 - 01.2004
Adult/Family Medical Secretary
Lynn Community Health Center
01.1998 - 01.2000
Reception Appointment Clerk
Lynn Community Health Center
01.1997 - 01.1998
A.D. Business Administration - undefined
North Shore Community College
Bachelor of Science Business Administration - Healthcare Administration
Southern New Hampshire University
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