Sultana Pierre-Louis

• Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
• Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
• Ordered all office supplies and kept check on inventory levels.
• Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
• Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
• Developed close working relationships with front office and back office staff.
• Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
• Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
• Addressed and remedied all patient or team member issues.
• Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
• Provided supervision and management to team of support personnel.
• Boosted staff morale by offering constructive feedback and specific direction.
• Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
• Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
• Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
• Developed and implemented strategies to improve patient access, satisfaction and care quality.
• Oversaw facility maintenance projects, ensuring a safe and comfortable environment for both patients and staff members.
• Fostered culture of continuous improvement, encouraging staff to suggest and implement efficiency-enhancing initiatives.
• Ensures that the center is compliant with all state and federal regulations.
• Maintain and control removal of medical waste

Liaise with vendors regarding equipment and supplies.

• Supervise office staff, Including receptionist, medical assistants, nurses, technicians and physicians
• Manage staff schedules to ensure appropriate coverage in the office
• Conflict de-escalation and resolution, and appropriate action plan; handle complaints from patients and appropriately assist staff to resolve issues
• Monthly mock emergency drills
• Help train staff and is responsible for ensuring that employees are competent for functional role, include ensuring that all staff members are adequately trained on Epic EMR software and proper utilization
• Monitor cash drawers on the Epic EMR system
• Oversee billing discrepancies, make corrections and re-submit claims
• Create reports, analyze and interpret patient data
• Delegates responsibilities to employees to achieve specific team goals
• Conduct daily huddles with daily office goals; monthly one on one meeting with employee
• Ensure compliance with current healthcare regulations, medical laws

• Manage office personnel, including hiring, terminations, evaluations, merit increases, promotions, payroll, PTO and schedules
• Manage and oversee day to day operations
• Monitor and direct clinical patient flow, improving workflow, making adjustments, ensuring correct testing performed
• Supervise and give direction to office support team
• Managing optical sales
• Meeting weekly and monthly quota of sales
• Purchasing optical supplies, meeting with vendors
• Manage and administer policies and procedures
• Administer my clerical, clinical and optical knowledge to coordinate operations of management
• Monitor physician credentialing for insurance companies
• Manage staff with daily job requirements, expectations and proper use of equipment
• Implement one-on-one training for new ophthalmic technicians after the global training
• Provide staff with educational materials for continuing growth and development
• Manage Physician daily, weekly, monthly and annual schedule
• Increased patient volume and patient efficiency
• Focus on daily reconciliation and charge entry
• Provide insights on growing patient volume and productivity
• Ensure Patient Service Representative are inputting correct demographics information, obtaining emails, generating patient portal, following scheduled template accordingly
• Regularly interface with Physicians, staff and patients
• Managing and overseeing claims, missing slips, A/R
• Support a collaborative working environment among staff through team building and an encouraging disposition
• Conduct regular departmental and staff meeting
• Troubleshoot IT issues from computers to ophthalmic equipment, etc.
• Ensure HIPPA compliance and safety of all staff
• Keeping staff breast with latest COVID-19 updates
• Manage and order all office supplies and clinical inventory
• Oversee office financial and promotes most efficient use of resources, budgets, reconciles petty cash
• Take on any new tasks required for office to generate patient volume and run efficiently and smoothly

• Oversee and manage day-to-day operations: billing, staffing, scheduling, inventory, and accounting
• Ensure HIPPA and OSHA compliance for practice
• Implemented fee schedule for charges capture for services performed
• Minimized bad debt, collections, and denials
• Developed and implemented policies and procedures in Optical, clinical and revenue cycle
• Train all staff on ophthalmic equipment and ophthalmic technician assistance work-up
• Coordinate and lead periodic staff meetings
• Manage and supervise all patient medical billing including accounts receivable, appeals and denials.
• Negotiated contracted fees with insurance company
• Systematized practice inventory via cost-benefit analysis, providing an overview of the strongest/weakest products in our inventory
• Streamlined office budgeting allowing for new state-of-the art equipment for diagnostic testing
• Essential in migrating from paper medical records to electronic via Eyefinity and Officemate
• Eliminated handwritten claims and created online billing and EFT for the practice
• Novel more efficient equipment allowed for increased health benefits for patients and revenue for the practice
• Manage and facilitate new vendors, manage existing contracts and ensure negotiation is appropriate and economical
• Partner with vendors to provide discounts on ophthalmic products while receiving rebates via Vision Source, Cooper Vision, B&L, etc…
• Negotiate with labs such as ABB Optical and Hoya Labs, to ensure low cost pricing
• Partner with IT for new installation, software migration and updates and utilization of equipment
• Coordinate Business Development for office renovations, fixtures, furniture, equipment
• Formed a relationship with Medley Pharmacy and other private pharmacy to serve as the practice’s main pharmacy
• Instrumental in marketing to current and potential patients by creating a social media presence
• Increased patient flow which caused a change in office hours allowing more availability for our patients
• Increased revenue from an average of 50k to 95k monthly, translating to an 84% increase over a 5 year period

• Assisted in migrating from paper medical records to electronic via I-medics
• Managed all patient medical billing including accounts receivable, appeals and denials.
• Conduct staff meeting, discuss practice productivity and goals.
• Managed front desk and clinical personnel
• Weekly oversight and performance of third-party billing company
• Expanded time slots allowing for an increase in patient flow and revenue
• Developed and implemented several Standard of Procedures (SOP) and policies for the clinic
• Collaborated with Robert Wood Johnson hospital to coordinate patient surgeries
• Managed the physician’s credentials, renewing licenses and certificates, managing CV/Resume
• Negotiate facility lease, review lease to ensure adhere to contract
• Monitors compliance of policies and procedures, coach and train staff
• Hire vendors such as IT, equipment repair vendors, cleaning company vendors, maintenance vendors

• Encouraged the CEO to provided educational courses for all new Ophthalmic technicians via NJSOP
• Provided existing staff were opportunities for Continuing Education via NJSOP
• Developed and coordinated trainings for new technicians on anatomy of the eye and ophthalmic equipment
• Assisted physician with laser and retina related procedures such as Cryo and Pneumatic procedures and Avastin Injections
• Assisted surgeons with Oculoplastic surgery
• Coordinated all glaucoma and cataract surgeries for the surgeons
• Traveled between satellite offices to assist physicians in specialty areas such as Glaucoma, Retina, Oculoplastic and Pediatric
• Performed tests for condition of patient’s eyes by observing pupils (APD), muscle and extraocular movements and pupil dilation
• Equipment maintenance, troubleshooting and preventative maintenance for all sites.
• Prepared consent forms and patient charts for pre- and post-surgery
• Counseled patients on surgery questions, understanding the physicians order and use of drops and/or drugs DIAGNOSTIC SKILLS Applanation tonometry Fundus Photos Diopsys ERG & VEP Pachymetry Auto Refractor Lipiflow Visual Fields Optical Coherence Tomography (OCT) Keratometry Corneal Topography