Tracy Morales-Ferniel
Leominster,MA
Summary
Healthcare Administrator with proven to deliver exemplary level of healthcare service delivery to patients. Coordinate admission and discharge of patients. Plan and implement strategies for developing improved health care management. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for staff development leading to high performing teams.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Veterinary Hospital Manager
Westford Veterinary Emergency & Referral Center
11.2021 - Current
- Evaluated employee performance regularly, providing constructive feedback to support growth and skill development within the organization.
- Reviewed work procedures and operational problems to determine ways to improve service, performance and safety.
- Evaluated patient care and initiated procedural changes for increased benefit.
- Organized and directed worker training programs to resolve personnel problems, hire new staff and evaluate employee performance.
- Directed, supervised and evaluated work activities 90 or more member medical, nursing, technical, clerical and maintenance team.
- Developed and maintained a safe environment for patients, visitors, and staff through regular inspections of hospital facilities.
- Coordinated review, revision and creation of operational policies within ER Department.
- Ordered supplies and conducted routine inventories of supplies and equipment.
Practice Manager
CareWell Urgent Care
06.2018 - 11.2021
- Practice Manager of three urgent care facilities; manages center to budget and financial expectations, supervises employees, plans work schedules, ensures compliance with company policies, assists marketing, supports leadership team, manages staffing and payroll, works with billing department, tracks inventory, and performs additional duties as assigned.
- 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.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Addressed and remedied all patient or team member issues.
- Oversaw accounting, budgeting, and financial reporting.
- Supervised team of 40+ office personnel.
- Managed office budget, reducing unnecessary expenses and allocating funds for necessary improvements.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
PIP Orthopedic Office Marketer
Bone & Spine Orthopedics
06.2015 - 06.2018
- Managed agency relationships by providing clear direction on project objectives, ensuring timely delivery of high-quality deliverables.
- Collaborated with sales team to create promotional materials that effectively communicated product benefits, leading to increased revenue.
- Increased brand awareness by developing and implementing targeted marketing campaigns.
- Boosted customer engagement with compelling content creation for social media platforms.
- Optimized website performance through regular updates and SEO tactics, increasing online visibility.
- Strengthened outreach by coordinating events to maximize marketing initiatives.
- Researched and evaluated potential new markets and products.
- Used various market research tools and techniques to gather, analyze and interpret data.
Patient & Surgical Coordinator/Assistant Office Manager
Bone & Spine Orthopedics
05.2012 - 06.2015
- Scheduled patients, prepared patients for surgical procedures, managed patient demographics, checked patients in/out, verified insurance, maintained medical records, took vital signs, prepared medical forms and charts, handled payroll, attended meetings, assisted medical doctor, and ordered office supplies.
- Efficiently managed high volume caseloads while maintaining meticulous attention to detail in scheduling logistics and documentation.
- Maintained strict adherence to HIPAA regulations, protecting the privacy of patient information at all times.
- Served as a liaison between patients, families, clinicians, and hospital staff throughout the entire surgical process.
- Improved patient experience by efficiently coordinating pre-operative preparations and post-operative follow-up care.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Coordinated with facilities to set up surgeries
- Contributed to a reduction in surgery cancellations by closely monitoring patient compliance with pre-surgical instructions.
- Verified insurance coverage and obtained pre-authorizations.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Educated patients about surgeries and provided treatment plan documentation.
Front Desk Manager
Advanced Chiropractic & Medical Center
02.2008 - 05.2012
- Performed routine duties essential to a smooth running practice, scheduled patients, managed patient demographics, checked patients in/out, verified insurance, maintained medical records, and developed X-rays.
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Trained new staff on correct procedures, compliance requirements, and performance strategies.
- Responded to telephone, email and in-person inquiries regarding reservations, hotel information and guest concerns.
- Streamlined check-in and check-out processes for a smoother guest experience.
- Managed team schedules, ensuring adequate staffing levels for optimal front desk operations.
DSD Clerk
Publix Supermarket
04.2003 - 08.2007
- Checked vendors in/out, organized invoices, managed supplier relationships, reported to sales personnel and store management, provided customer service, and performed general office duties.
Education
Bachelor of Science in Psychology -
FIU
Associate in Health and Medical Science -
Everest College
Hialeah Gardens, FL06.2006
High school -
Booker T Washington Magnet High School
Miami, FL06.2003
Skills
- ACCESS (4 years)
- ADOBE PHOTOSHOP (Less than 1 year)
- EMR (3 years)
- EXCEL (3 years)
- MICROSOFT OFFICE (2 years)
- Maintenance
- Outlook
- Budget
- Scheduling
- Estimating
- Payroll
- Marketing
- Customer Service
- Client-focused
- Quick learner
- Results-oriented
- Fluent English/Spanish
- Excel in over all
- Operations management
- Microsoft Office
- File/records maintenance
- Public notary
- Employee Training
- Euthanasia Procedures
- Veterinary Knowledge
- Continuing education
- Performance Evaluations
- Workplace Safety
- Recruitment and hiring
- Budget Planning
- Payroll Administration
- Human Resources Management
- Time Management
- Problem-Solving
- Multitasking Abilities
- Reliability
- Excellent Communication
- Critical Thinking
Certification
- Medical Assistant, Present
- CPR/First Aid, 04/01/19
Additionalinformation - Softwaretechnologyskills
- Microsoft Office XP
- Microsoft Office 2014
- MSWord
- Outlook
- Outlook Express
- PowerPoint
- Adobe Photoshop
- EMR
- Access & Basic Excel
- Project Manager
Personal Information
- Willing To Relocate: Anywhere
- Authorized To Work: US for any employer
Languages
Spanish
Native or Bilingual
Portuguese
Professional Working
Timeline
Veterinary Hospital Manager
Westford Veterinary Emergency & Referral Center
11.2021 - Current
Practice Manager
CareWell Urgent Care
06.2018 - 11.2021
PIP Orthopedic Office Marketer
Bone & Spine Orthopedics
06.2015 - 06.2018
Patient & Surgical Coordinator/Assistant Office Manager
Bone & Spine Orthopedics
05.2012 - 06.2015
Front Desk Manager
Advanced Chiropractic & Medical Center
02.2008 - 05.2012
DSD Clerk
Publix Supermarket
04.2003 - 08.2007
Bachelor of Science in Psychology -
FIU
Associate in Health and Medical Science -
Everest College
High school -
Booker T Washington Magnet High School
- Medical Assistant, Present
- CPR/First Aid, 04/01/19
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