Susie Lund
Cottonwood Heights
Summary
Results-driven Practice Manager known for high productivity and efficient task completion. Specialized in operational management, financial oversight, and staff development. Excel in leadership, communication, and problem-solving to enhance organizational efficiency.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Practice Manager III
St. Marks OB-GYN HCA/PSG
Salt Lake City
09.2023 - Current
- Supervised daily operations to ensure efficient practice workflow.
- Coordinated staff schedules and managed resource allocation effectively.
- Developed and implemented practice policies to enhance patient care standards.
- Trained new employees on operational procedures and best practices.
- Facilitated communication between healthcare providers and administrative staff.
- Resolved patient inquiries and concerns with professionalism and care.
- Oversaw inventory management to maintain adequate stock levels for supplies.
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Ordered supplies needed and kept tabs on inventory levels.
- Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
- Supported entire practice's staff, which boosted efficiency and improved overall process flow.
- Maintained financial records, including billing and accounts receivable and payable.
- Complied with OSHA and HIPAA regulations.
- Provided leadership and guidance to the medical team in order to meet goals and objectives.
- Maintained awareness of government regulations, health insurance changes and financing options.
- Consulted with clinicians to develop business strategy.
- Coordinated staff recruitment, training, and scheduling activities.
- Motivated staff by offering direction and providing constructive feedback.
- Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
Practice Manager II
Jordan Family Health HCA/PSG
West Jordan
11.2020 - Current
- Supported entire practice's staff, which boosted efficiency and improved overall process flow.
- Motivated staff by offering direction and providing constructive feedback.
- Created and implemented policies and procedures for effective practice management.
- Communicated with patients with compassion while keeping medical information private.
- Ordered supplies needed and kept tabs on inventory levels.
- Complied with OSHA and HIPAA regulations.
- Coordinated financial operations, budgeting, accounting, expenses and financial reporting tasks.
- Mentored and coached interns and newly hired team members on office procedures and computer systems.
- Cultivated close working relationships with the entire staff, including, Physicians and APP's.
- Consulted with clinicians to develop business strategy.
- Oversaw 15 assistants, technicians and office administrators.
- Led and motivated 15 employees through supervision, training and coaching on duties and daily operational activities.
- Facilitated peer-to-peer conflict resolution.
- Managed operations in accordance with budget requirements.
- Collaborated with Quality Team to develop outcomes statistics.
- Oversaw Value Based Care program, and developed and initiated policies and procedures to standardize delivery of care.
- Oversaw Vaccines for Children program and developed and initiated policies and procedures to standardize delivery of care.
Clinic Supervisor
Heart Center and Pulmonary at St. Marks HCA/PSG
Salt Lake City
02.2019 - 11.2020
- Implemented highly effective onboarding and coaching program for new and existing staff members and promoted cross-training in other areas.
- Delegated tasks to each member of staff and oversaw task completion, offering assistance to promote success.
- Established and created training programs to enhance employee knowledge of best practices, resulting in improved patient satisfaction.
- Promoted employee safety awareness based on understanding of regulatory mandates and organizational best practices.
- Collaborated with staff to maximize patient satisfaction, streamline procedures and improve overall patient experience.
- Interviewed and hired qualified candidates to fill open positions.
- Rounded with employee's monthly to ensure open communication and improve employee engagement.
- Remained calm and professional in stressful circumstances and when dealing with unhappy patients, effectively diffusing situations.
- Processed documents and status-change requests, conducting followup assessment regarding enrollment inquiries.
- Maintained informational resources, tracking and documenting requests for updates, certification and credentialing.
- Checked applications for missing information and organized all paperwork.
- Completed enrollments into Medicaid, Medicare and private insurance plans.
- Implemented employee engagement and development activities, presentations and training to maximize productivity and unite workforce.
- Addressed any patient or team member concerns immediately.
- Developed and implemented policies and procedures for the facility.
- Supported the entire practice's staff, which boosted efficiency and improved the overall process flow.
- Complied with OSHA and HIPAA regulations.
- Created and maintained facility documents and records, maintaining accuracy while managing sensitive data.
- Checked entire office and waiting areas regularly to provide clean and organized surroundings.
- Ordered all supplies needed and kept tabs on inventory levels.
- Motivated staff by offering direction and providing constructive feedback.
- Conducted monthly staff and physician meetings.
- Updated hospital on call schedule.
- Constructed monthly call time sheets and directorship hours for physician compensation.
- Submitted PARS and worked with the finance team to ensure payment for call and directorship hours.
- Oversaw accounts payable.
- Maintained records for petty cash reconciliation.
- Oversaw 29 medical assistants, nurses, device technicians, and medical office specialists.
- Supported entire practice's staff, which boosted efficiency and improved overall process flow.
Medical Assistant
St. Marks Obstetrics and Gynocology HCA/PSG
Salt Lake City
08.2005 - 02.2019
- Conducted patient interviews to gather health history, vital signs and information about current medical issues.
- Contributed to efficient office operations by triaging patients by severity of medical complaint.
- Prepared treatment rooms for patients, including cleaning surfaces and restocking supplies.
- Acted as liaison between physician and patient, answering questions and delivering test results.
- Resolved and clarified issues with patient medications and collaborated with local pharmacies.
- Assisted patients in preparation for examinations, assessing and recording vital signs.
- Positioned patients for optimal comfort before procedures.
- Sterilized instruments and disposed of contaminated supplies in adherence to OSHA regulations.
- Tracked and managed inventory for exam rooms and maintained vaccine and expiration logs.
- Kept facility stocked with necessary supplies, equipment and instruments.
- Reduced patient wait time by 7%.
- Supported functions for diagnostic and technical treatment procedures, including setting up and operating special medical equipment and apparatuses.
- Promoted continuity of care by accurately and completely communicating patient status to fellow caregivers.
- Performed routine tests such as urine dip stick, vision and hearing tests.
- Contacted pharmacies to submit and refill patients' prescriptions.
- Scheduled appointments for patients via phone and in person.
- Educated patients about medications, procedures and physician's instructions.
- Closed wounds using sutures, staples and other tools.
- Used hemostatic clamps, suture ligatures, and electrocautery equipment to control bleeding.
- Cleaned and sterilized procedure room.
- Set up equipment, tools and supplies needed for procedures and organize instruments as directed in surgeons' preference cards.
- Collected and prepared tissue specimens for laboratory analysis.
- Counted and recorded sponges, instruments, and needles at beginning and end of surgical procedures.
- Handed instruments and supplies to surgeons during procedures.
- Analyzed patient chart data and identification to verify accurate information.
- Dressed wounds with antiseptic compounds and sterile coverings to protect surgical sites and promote healing.
- Created and maintained sterile operating fields to minimize infection risks.
- Performed pre-operative and post-operative examinations to check patients' vitals and health status.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
Medical Staff Supervisor
St. Marks Family Medicine
Salt Lake City
03.2001 - 01.2005
- Interacted with patients, asked appropriate questions and listened carefully to deliver high level of clinical care.
- Supervised 12-person clinic catering to approximately 75 patients per day.
- Delegated tasks to each member of staff and oversaw task completion, offering assistance to promote success.
- Communicated clearly and listened attentively throughout the interview process to facilitate the exchange of information.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
- Created agendas and communication materials for team meetings.
- Provided excellent service and attention to patients when face-to-face or through phone conversations.
- Sterilized medical equipment after each procedure.
- Requested scripts from doctors and verified insurance and coding.
- Acted as liaison between physician and patient, answering questions and delivering test results.
- Experienced in front and back offices, controlling patient flow, collecting payments and assisting in delivery of quality healthcare.
- Promoted employee safety awareness based on understanding of regulatory mandates and organizational best practices.
- Recruited and hired qualified candidates to fill open positions.
- Maintained inventory, vaccination and product expiration logs to record updated documentation for tracking purposes.
- Collaborated with local pharmacies to resolve and clarify issues with patient medication.
- Conducted insurance verification and pre-certification and pre-authorization functions.
Education
Associate of Science - General Education
Salt Lake Community College
Salt Lake City, UT05.1994
High School Diploma -
Judge Memorial Catholic High School
Salt Lake City, UT05.1991
Skills
- Team management
- Critical thinking
- Quality control
- Training and mentoring
- Team building
- Process improvement
- Communications
- Organization
- Business operations
- HIPAA and OSHA regulations
- Mentoring and coaching
- Managing medical practices
- Records management
- Facility oversight
- Personnel management
- Schedule management
- Employee retention strategies
- Patient relations
- Staff management
- Policy development
- Financial management
Accomplishments
JET (Junior Executive Training) Completion
Certification
- Certified Medical Assistant
- First Aid/CPR
- EMT Intermediate
Additional Information
- Word
- Excel
- Powerpoint
- EPIC (EMR)
- Prime Suite (EMR)
- Central Logic
Education and Training
other,other,other
Timeline
Practice Manager III
St. Marks OB-GYN HCA/PSG
09.2023 - Current
Practice Manager II
Jordan Family Health HCA/PSG
11.2020 - Current
Clinic Supervisor
Heart Center and Pulmonary at St. Marks HCA/PSG
02.2019 - 11.2020
Medical Assistant
St. Marks Obstetrics and Gynocology HCA/PSG
08.2005 - 02.2019
Medical Staff Supervisor
St. Marks Family Medicine
03.2001 - 01.2005
Associate of Science - General Education
Salt Lake Community College
High School Diploma -
Judge Memorial Catholic High School
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