Zenet Pope
Pittsburgh,PA
Summary
Dynamic Practice Manager with extensive experience at AGH Internal Medicine, excelling in patient management and quality improvement. Proven track record in staff supervision and compliance oversight, driving operational efficiency and enhancing patient satisfaction. Skilled in budget preparation and effective communication, fostering a collaborative environment to achieve organizational goals.
Overview
17
17
years of professional experience
Work History
Practice Manager
AGH Internal Medicine
Pittsburgh, Pennsylvania
06.2024 - Current
- Oversees and manages the residency program, 12 attending physicians and 47 residents, at AGH Internal Medicine.
- Manages the day-to-day operations of physician practice(s), including front- and back-office functions.
- Supervises staff, resolves operational issues, and implements approved disciplinary action as needed. Interviews, hires, trains, and conducts performance evaluations for all personnel.
- Monitors patient satisfaction reports, identifies variances from established standards, and addresses and resolves patient complaints in a timely manner.
- Drives quality and performance improvement initiatives by monitoring key metrics, and addressing identified deficiencies.
- Collaborates with physicians, leadership, and healthcare professionals to achieve organizational and practice objectives.
- Ensures full compliance with all applicable regulatory and accreditation requirements.
- Oversaw patient scheduling and appointment management systems.
- Coordinated staff meetings to discuss workflow and process improvements.
Practice Manager
UPMC Downtown
Pittsburgh, Pennsylvania
02.2022 - 06.2024
- Managed daily operations of a busy family medicine practice.
- Oversaw patient scheduling and appointment management systems.
- Coordinated staff meetings to discuss workflow and process improvements.
- Implemented policies to enhance patient care and operational efficiency.
- Ensured compliance with healthcare regulations and standards.
- Developed communication strategies for effective patient interactions.
- Trained new employees on practice protocols and procedures.
- Collaborated with healthcare providers to optimize service delivery processes.
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
- 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.
Practice Manager
Munhall Family Medicine UPMC
Pittsburgh, USA
02.2022 - 06.2024
- Manages daily operations at physician's offices and clinic sites and coordinates work activities.
- Manages schedules and call-offs.
- Ensures office space, supplies equipment, and assistance and provides and maintained appropriately for medical staff and patient care.
- Manages all functions of the financial and patient management system at the physician's office.
- Ensures compliance with all system-wide/departmental policies and procedures, including maintaining patient confidentiality, as well as compliance with requirements of appropriate regulatory agencies (i.e., OSHA, CLIA, PA Department of Health, etc.).
- Integration of new physicians into CMI practice.
- Monitor and meet practice-specific benchmarks inclusive of point of service and scheduling (inclusive of template management for timely patient access).
- Develop and maintain a patient-centric culture, centered around patient arrival, and follow-up activities in line with the consumerism initiatives, if applicable.
- Work with senior management to prepare budgets and ensure operations are aligned with organizational objectives and meet performance and budget objectives.
- Responsible for monitoring quality tracking reports.
- Recruits, hires, trains, and supervises assigned personnel in satellite facilities, including responsibility for performance evaluations, merit increases, promotions, and disciplinary action of staff.
- Identifies and resolves work problems to ensure quality patient service.
- Communicates effectively with senior management and physicians providing regular updates on operations.
- UPMC Downtown Heinz 57 (Pittsburgh, PA)
Director Care Management
Primary Care Physicians of FLA
Hollywood, USA
08.2015 - 07.2021
- Population Health management (Better Health, Better Care, and Improve Cost)
- Managed and supervised the care management team.
- Drove quality, utilization, and access objective through planning and improvement of direct and indirect patient care services.
- Responsible for monitoring quality tracking reports.
- Responsible for preparing monthly and quarterly quality improvement reports.
- Responsible for specified data collection related to all functional departments of Community Care.
- Assisted patients with multiple chronic diagnoses.
- Utilized strong assessment skills to determine necessary patient care.
- Monitored patients with acute conditions.
- Monitor Hospital Census focusing on hospital utilization.
- Instructed patients on proper hospital discharge care.
- Hollywood, FL
Medical Assistant Supervisor
Primary Care Physicians of FLA
Hollywood, USA
01.2013 - 08.2015
- Managed and supervised medical assistants on the floor.
- Calculated accurate wages, including overtime and salary increases.
- Coordinated inventory, stocking, and ordering.
- Worked closely with each provider, focusing on hospital utilization.
- Tested glucose and administered injections.
- Maintained patient charts and confidential files.
- Performed lab tests and communicated results.
- Helped physicians examine and treat patients by assisting with instruments, injections, and suture removal.
- Took and recorded patients' temperature, pulse, and blood pressure.
- Interviewed patients to obtain medical and history information and measure vital signs, weight, and height.
- Escorted patients to examination rooms and prepared them for physician exams.
- Ordered medicines daily to ensure compliance with demands and needs.
- Hollywood, FL
Medical Assistant
Primary Care Physicians of FLA
Hollywood, USA
02.2010 - 01.2013
- Escorted patients to examination rooms and prepared them for physician exams.
- Interviewed patients to obtain medical information and measure vital signs, weight, and height.
- Took and recorded patients' temperature, pulse, and blood pressure.
- Helped physicians examine and treat patients by assisting with instruments, injections, and suture removal.
- Tested glucose and administered injections.
- Maintained patient charts and confidential files.
- Performed lab tests and communicated results.
- Ordered medicines daily to ensure compliance with demands and needs.
- Performed routine tests such as urine dipstick and vision.
- Tracked and managed inventory for exam rooms and maintained vaccine and expiration logs.
- Hollywood, FL
Education
OCCUPATIONAL ASSOCIATES (AS) DEGREE - MEDICAL ASSISTANT
ATI CAREER CENTER
01-2007
HIGH SCHOOL DIPLOMA -
CORNERSTONE CHRISTIAN CORRESPONDENCE SCHOOL
01-2002
Skills
- Patient management
- Quality improvement
- Staff supervision
- Compliance oversight
- Budget preparation
- Customer service
- Team collaboration
- Effective communication
- Training and development
- Performance evaluation
- Supplies ordering
- Managing medical practices
- Workflow planning
- Staff management
- Budget oversight
- Employee performance
- Hiring medical personnel
Timeline
Practice Manager
AGH Internal Medicine
06.2024 - Current
Practice Manager
UPMC Downtown
02.2022 - 06.2024
Practice Manager
Munhall Family Medicine UPMC
02.2022 - 06.2024
Director Care Management
Primary Care Physicians of FLA
08.2015 - 07.2021
Medical Assistant Supervisor
Primary Care Physicians of FLA
01.2013 - 08.2015
Medical Assistant
Primary Care Physicians of FLA
02.2010 - 01.2013
OCCUPATIONAL ASSOCIATES (AS) DEGREE - MEDICAL ASSISTANT
ATI CAREER CENTER
HIGH SCHOOL DIPLOMA -
CORNERSTONE CHRISTIAN CORRESPONDENCE SCHOOL