Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Yesenia Castillo

Richmond,TX

Summary

Dedicated healthcare professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.

Overview

19
19
years of professional experience

Work History

Director of Clinic Operations II

Legacy Community Health
09.2023 - Current
  • Oversee operations and service delivery of all practice sites within assigned clinics and service lines: Pediatric, OB/GYN, Dental and Behavioral Health
  • Lead Pedi clinic to #1 in productivity in the entire West Region
  • Responsible Primary Vaccine Coordinator for Pedi Department
  • Ensure Responsible Vaccine Manager is included on all DSHS communications (forward messages RVM not included on)
  • Order appropriate bins/supplies for VFC and Wholesale
  • Place Facilities tickets to set up data loggers
  • Download data logger data and run appropriate reports
  • Assign the staffing schedule for min/max/resetting recording
  • Review temperatures from data logger weekly to identify trends/issues
  • Respond to excursions/emergencies, including delegating tasks as needed
  • Transport vaccines to other sites as needed during excursions due to power outages or weather-related issues
  • Attend monthly calls with Regional Coordinator
  • Share weekly inventory counts with Clinic Medical Director
  • VFC Reenrollment
  • Work with clinics to interview and hire managers and coordinators
  • Directly supervise and establish accountabilities, provides performance feedback and conduct annual performance evaluations for mangers, with input for relevant support staff
  • Provide counsel to managers in disciplinary matters with assistance from HR for disciplinary actions and/or terminations
  • Ensure success of physician and mid-level providers in the assigned practices
  • Collaborate with physicians to support their ability to establish a successful practice
  • Review operational and financial performance monthly with managers, VP, medical leadership to develop Site-Specific Action Plan
  • Works with manager to ensure compliance with performance standards
  • Coordinate revenue cycle initiatives for implementation in all practices
  • Review point-of-service collections weekly and accounts receivable management monthly with operations manager
  • Manage annual budget development for assigned practices and holds the operations manager accountable for adherence to budget and performance objectives
  • Maintain routine communication with the Sr
  • Director Operations, Regional and the Vice President of Operations to review operational issues, performance targets and other projects defined by the COO
  • Attend routine operational leadership meetings and problem solves jointly with leadership
  • Meet with Physicians regarding financial success of practice and delivers monthly revenue cycle performance
  • Collaborate with marketing on strategies for region and works with practice liaison for success
  • Develop and revise clinical revenue cycle policies to ensure compliance
  • Read, analyze, and interpret technical information, financial reports, and legal documents
  • Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.

Operations Manager

Legacy Community Health
10.2021 - 09.2023
  • Directly supported staff to ensure that department policies are being followed accordingly
  • Managed OB/GYN, Pedi Walk-In Clinic, Adult Medicine, Front Desk and Immunization Departments
  • Handled all work schedule matters for support staff, including paid time off (PTO) and unpaid leave
  • Provided direct coverage for support staff as needed
  • Tracked key performance indicators on a monthly, quarterly and annual basis
  • Maintained an exceptional patient satisfaction experience by monitoring Patient Satisfaction Survey data
  • Collaborated with team members and Business intelligence to develop and maintain reports specific to service line
  • Followed guidelines related to HIPPA
  • Completed payroll for 35 employees and other departments as needed
  • Completed annual evaluations for all staff
  • Assisted with customer complaints accordingly
  • Monitored service line metrics across locations of care
  • Encouraged an optimal work environment for all staff
  • Performed daily huddles with staff and providers
  • Performed monthly staff meetings
  • Performed staff disciplinary actions as needed
  • Performed 1:1 meeting with staff to optimize performances
  • Engaged staff to complete weekly patient satisfaction activities
  • Optimized providers schedules to ensure patients have access to our services.

South Region Clinic Operations Manager

UT Health Neurosciences
01.2020 - 06.2021
  • Managed clinic operations for four clinics - Southwest, Sugar Land, Southeast and Pearland
  • Recruited new hires – temps, students and permanent positions
  • Performed interviews to proactively recruit qualified candidates
  • Assisted in physicians on-boarding processes
  • Ensured policies and procedures are followed by staff members
  • Provided staff quality mentorship on daily tasks and expectations
  • Implemented weekly group huddles, monthly staff meetings and 1:1 meeting to ensure understanding of workflows/processes
  • Dramatically increased Press Ganey scores to top level – Southwest, Sugar Land, Southeast and Pearland
  • Reviewed Press Ganey comments and surveys to staff on a weekly basis to ensure superior service was maintained
  • Managed physician schedules when out on PTO, sick or attending meetings
  • Completed timesheets for all staff members
  • Investigated denials and address any workflow or retraining opportunities
  • Managed deposits for Southwest, Sugar Land, Southeast and Pearland
  • Completed probationary reviews and yearly evaluations for all staff
  • Provided shout outs for great patient service and reward staff member or group
  • Performed monthly meetings with providers to review their no-show report for the month, Press Ganey comments/scores, review their template and answer any questions or concerns that may arise
  • Performed crucial conversations with staff members and complete disciplinary actions as needed
  • Assisted with covering the front desk as needed to ensure clinic efficiency
  • Deescalated clinic issues and address/resolve them accordingly
  • Assisted in monitoring clinician compliance by ensuring license and certifications as well as other required annual testing is completed prior to expiration and/or deadline
  • Performed clinical audits to ensure compliance and minimize organizational risk
  • Managed clinic expansion projects for the Southwest and Southeast offices.

Clinic Coordinator (Leadership) and Regional Trainer

Houston Methodist Primary Care Group
07.2016 - 01.2020
  • Created and implemented processes to achieve superior quality of service for patients, families and employees
  • Created customer service activities for staff to help increase patient satisfaction
  • Handled and resolve escalated issues
  • Performed weekly Huddles at MFMG, Sweetwater and Riverstone offices to reinforce any policies and workflows
  • Performed clinical audits to ensure compliance and minimize organizational risk
  • Completed front desk employee feedback audits to ensure check in and check out goals are being met
  • Customer service rounding - observed whether professionalism, courtesy, and proper on-stage behaviors are being met
  • Managed deposits for two Primary Care offices - Riverstone and Sweetwater
  • Delivered personalized service using Houston Methodist Service Standards
  • Investigated denials and address any workflow or retraining opportunities
  • Provided solutions to patients’ questions and concerns in a timely manner
  • Trained new and existing front desk employees for all the SW Region and provide continued assistance with daily tasks
  • Managed staff and physician schedules to ensure optimum scheduling and coverage
  • Actively participated and supported front desk, billing and clinical teams with any questions or concerns
  • Assisted with covering the front desk as needed
  • Increased patient satisfaction Press Ganey scores to top level - superior for MFMG, Sweetwater and Riverstone offices
  • Assisted in finding coverage for medical assistants and front desk employees
  • Monitored clinician compliance by ensuring license and certifications as well as other required annual testing is completed prior to expiration and/or deadline
  • Managed physicians on-boarding processes
  • Assisted in finding front desk candidates and complete the interview process
  • Mentored and coach staff to accomplish daily goals
  • Managed physician schedules when out on PTO, sick or attending meetings
  • Managed Medical Assistants EPIC In basket items to ensure that patients questions or concerns regarding test results, prescription refills, referrals, etc
  • Are being addressed in a timely manner.

Bilingual Clinical Service Representative/Clinic Trainer

UT Physicians Orthopedics Trauma Dept. and General Surgery
07.2013 - 07.2014
  • Dramatically improved the Trauma department revenue which went from last place to first from over 15 offices
  • Daily charge entry which consisted of using the appropriate ICD-9, CPT codes, Modifiers and Units for specific consultations, procedures and follow-up visits
  • Verified patients’ insurance eligibility and benefits prior to their scheduled appointments
  • Trained new hires and current employees with different tasks to improve the flow of the clinic
  • Scheduled post-op, new and follow-up patients for 46 specialists, processed referrals and WC requests
  • Investigated and resolved monthly pending claims which improved the departmental revenue.

Data Entry Office Assistant II

Memorial Hermann Release of Information (ROI) and Medical Record Dept.
07.2009 - 06.2012
  • Data entry for medical record requests from insurance companies, court reporters, attorneys and subpoenas
  • Verified if medical record requests were HIPPA compliant
  • Notified physicians of delinquencies, such as non-dictated D/C summaries or operative/procedure report
  • Prepared itemized bills for patients.

Lead Scheduler and Patient Access Representative II

TIRR Memorial Hermann Outpatient Rehabilitation
07.2005 - 07.2006
  • Coordinated and maintained permanent schedules for patients with physical, occupational and speech therapy on the same day for three consecutive weeks or more
  • Audited medical records for completeness and closed records of discharged patients.

Education

B.A. Degree - Health Communication

University of Houston
12.2015

Associate of Arts - Business -

Houston Community College
05.2013

Skills

  • Strategic Planning
  • Team Management
  • Excellent verbal and written communication
  • People Management
  • Operations Management
  • Teamwork and Collaboration
  • Proficient in EPIC, Athena, Care4, Allscripts, Power Release
  • Effective leader
  • Process Improvements
  • Customer Service
  • Budget Control
  • Issues Resolution

Languages

Spanish
Native or Bilingual

Timeline

Director of Clinic Operations II

Legacy Community Health
09.2023 - Current

Operations Manager

Legacy Community Health
10.2021 - 09.2023

South Region Clinic Operations Manager

UT Health Neurosciences
01.2020 - 06.2021

Clinic Coordinator (Leadership) and Regional Trainer

Houston Methodist Primary Care Group
07.2016 - 01.2020

Bilingual Clinical Service Representative/Clinic Trainer

UT Physicians Orthopedics Trauma Dept. and General Surgery
07.2013 - 07.2014

Data Entry Office Assistant II

Memorial Hermann Release of Information (ROI) and Medical Record Dept.
07.2009 - 06.2012

Lead Scheduler and Patient Access Representative II

TIRR Memorial Hermann Outpatient Rehabilitation
07.2005 - 07.2006

B.A. Degree - Health Communication

University of Houston

Associate of Arts - Business -

Houston Community College

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Yesenia Castillo