Vanessa Cruz
Chicago,IL
Summary
Results-driven Practice Manager with over 5 years of healthcare experience, specializing in operational improvements and patient experience enhancement. Adept at leading cross-functional teams to deliver exceptional healthcare services, improve patient care, and implement data-driven solutions. Proven track record of leveraging technology, such as EPIC and ECW, to enhance workflows, reduce costs, and increase patient satisfaction. Skilled in client relationship management, strategic planning, and implementing process improvements that align with healthcare regulations and industry best practices.
Overview
11
11
years of professional experience
Work History
Practice Manager
Chicago ENT, Sleep Center
Chicago, IL
05.2024 - 12.2024
- Led day-to-day operations, focusing on both clinical and administrative functions, to ensure superior patient care and operational efficiency
- Utilized data-driven insights to improve sleep study utilization, increasing patient throughput by 50% and significantly boosting revenue
- Worked closely with physicians and administrative staff to streamline patient intake processes, reducing wait times by 20% and improving patient satisfaction scores
- Developed and implemented new billing practices, reducing outstanding balances by 15%, ensuring financial accuracy and better cost management
- Enhanced patient relations by providing proactive support to resolve issues quickly, improving patient retention and satisfaction
- Led marketing campaigns that increased patient inquiries by 25%, driving awareness and engagement with services
Practice Manager
Rush University Medical
Chicago, IL
12.2022 - 02.2024
- Managed operations for a multi-departmental healthcare practice, improving overall team performance and client satisfaction
- Collaborated with senior management to analyze patient feedback and data analytics to identify areas for improvement and develop targeted solutions
- Implemented process improvements that led to a 5% reduction in outstanding balances and a 15% decrease in patient complaints
- Facilitated regular client and stakeholder meetings, sharing performance data and implementing changes based on feedback
- Ensured compliance with healthcare regulations, improving operational transparency and the patient experience
Operations Coordinator - Oncology
Northwestern Medicine
Chicago, IL
12.2019 - 12.2022
- Managed clinical operations for oncology departments, improving operational efficiency by 15% through effective coordination and data analysis
- Collaborated with cross-functional teams to ensure smooth patient care and streamlined workflows, enhancing patient experience and staff performance
- Led inventory and cost-control improvements, reducing stock-outs by 15% while maintaining compliance with healthcare regulations
- Fostered relationships with patients and families, providing emotional support and addressing service delivery concerns
Patient Care Liaison – Executive Health
Northwestern Medicine
Chicago, IL
05.2016 - 09.2017
- Delivered concierge-level service to executive health patients, ensuring seamless coordination of care and timely interventions to enhance patient experience
- Leveraged communication and data management tools to ensure client satisfaction, improving client retention
- Supported executive patients through a proactive follow-up strategy, resulting in better care outcomes and patient loyalty
Patient Care Liaison – Dermatology
Northwestern Medicine
Chicago, IL
07.2013 - 05.2016
- Optimized patient flow, reducing scheduling conflicts and wait times by 15%, leading to improved patient satisfaction
- Acted as the primary point of contact for patients, ensuring a smooth experience from consultation to follow-up
- Leveraged data to monitor patient outcomes and ensure timely delivery of care
Education
Master of Business Administration (MBA) -
DeVry University
Downers Grove, IL10.2023
Bachelor of Science - Business Administration and Management
DeVry University
Downers Grove, IL06.2021
Skills
- Client Relationship Management
- Healthcare Operations & Patient Experience
- Data Analytics & Process Improvement
- Cross-Functional Collaboration & Team Leadership
- Strategic Planning & Execution
- Healthcare Compliance & Regulation (HIPAA)
- Patient-Centered Service Delivery
- Performance Metrics & KPI Management
- Budgeting & Financial Oversight
- Marketing & Outreach Strategies
Additional Information
Expertise in managing client relationships, utilizing data to inform decisions, and leading process improvements that directly impact patient experience and satisfaction., Demonstrated success in cross-functional collaboration, aligning teams with strategic initiatives to meet client and organizational goals., Professional proficiency
Timeline
Practice Manager
Chicago ENT, Sleep Center
05.2024 - 12.2024
Practice Manager
Rush University Medical
12.2022 - 02.2024
Operations Coordinator - Oncology
Northwestern Medicine
12.2019 - 12.2022
Patient Care Liaison – Executive Health
Northwestern Medicine
05.2016 - 09.2017
Patient Care Liaison – Dermatology
Northwestern Medicine
07.2013 - 05.2016
Master of Business Administration (MBA) -
DeVry University
Bachelor of Science - Business Administration and Management
DeVry University
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