Aug 2022 – Nov 2023 · 1 yr 3 mos · Holland, Michigan, United States

• Women’s Specialty Care, High Risk Breast Clinic, Endocrinology, Diabetes Education, Healthy Life Program

Jun 2021 – Aug 2022 · 1 yr 2 mos · Grand Rapids Metropolitan Area

Jan 2020 – Jun 2021 · 1 yr 5 mos

Dec 2016 – Jan 2020 · 3 yrs 1 mo · Royal Oak & Troy, MI

• Overseeing the day-to-day operations of three sites. Implementing and managing operations of new programs within the department (start dates listed): Recurrent Pregnancy Loss Clinic (first clinic of its type within the state of Michigan) – 10/2017/ Medical Complications Clinic (led by an Internal Medicine Physician in collaboration with the MFM fellows) –09/2017/ Women’s Mental Health Clinic (led by a Psychologist in collaboration the MFM physicians) 06/2018. Creating and Implementing Process Improvements for various initiatives: quality improvement, operations, growth strategies, etc. Overseeing appointment scheduling and patient registration, medical records, and business correspondence, coding and charge entry for 10 providers and multiple office locations. Networking and strengthening relationships with local and out of network referring physicians. Developing and implementing policies, process improvement initiatives and customer satisfaction initiatives and provides follow up on metrics. Collaborating with a multitude of departments health system wide. Implementing physician education, process improvement and patient satisfaction programs and initiatives. Developing and maintaining comprehensive training programs and reference material to ensure adequate training of new staff as well as maintain/ enhance the skills of existing staff. Reviews/evaluates monthly statistical reports and makes recommendations for revenue cycle initiatives and to include corporate initiatives, i.e. Meaningful Use, PQRS and PCHM. Complying with regulatory agencies, process improvement activities and other duties as assigned. Participating in accreditation rounding. Receive and resolve patient concerns with physicians and/or other staff within or outside the department. Continuously working on new initiatives to grow and generate financial value, along with creating programs that support the community.

Aug 2015 – Dec 2016 · 1 yr 4 mos

• Overseeing the day-to-day operations of three clinics: Schaumburg, Buffalo Grove, and Gurnee.
• Managing staff attendance, payroll, and time off requests utilizing Ultipro system management.
• Assisting in implementation of electronic medical record change over. Schaumburg and Buffalo Grove were the first two test clinics for go live in implementation of the new electronic medical record: eClinical Works.
• Managing patient satisfaction surveys and correcting actions to help deliver exceptional experience to patients.
• Overseeing profits and loses for both clinics and strategizing on how to effectively take action to reduce expenses and increase profits.
• Conducting monthly staff meetings to go over inter-clinic goals, hurdles, and safety policies.
• Exceeding monthly revenue goal every month in my current position as Practice Manager.
• Conducting yearly staff performance reviews.
• Developing budgets and implementing them to ensure profitability
• Educating staff members on growing knowledge of numerous aspects of insurance: insurance verification, credentialing, eligibility, preauthorization, and being a patient advocate.
• Working with Physician to gain new marketing traction as well as strategize different ways to grow both clinic practices.
• Conducting audits on the schedule and patient electronic charts for continuous improvement.
• Coming up with effective ways to interface with patients: cost estimates, follow up calls, selling vein treatment, and thank you cards.
• Submitting preauthorization/ predetermination requests to insurance companies for patient treatment. Reviewing medical letters to make sure that treatment met specific insurance medical criteria. Following up on these requests and handling each outcome appropriately.
• Knowing where to find answers and how to utilize resources within the company to get customers accurate and timely responses.

Jun 2014 – Jul 2015 · 1 yr 1 mo

• Developing lost and declining patient accounts through cold calling, networking, and marketing over the phone and by email.
• Participating in corporate marketing events: working the Vein Clinics of America booth at the United Airline’s Health and Wellness Event, passing out flyers to local offices, and participating in the friends and family networking program.
• Assisting in managing the flow of office: checking patients in, bringing them to their room, checking their blood pressure, letting the correct clinician know their patient has arrived, setting up new appointments, collecting on current statement balances, verifying insurance benefits, generating cost estimates, and coordinating procedure consent and completion forms.
• Acting as Office Manager, when Office Manager is not present: capable and knowledgeable of all Office Manager duties. Managing chart preparation: obtaining insurance approvals or denials for specific procedures, maintaining a high attention to detail, making sure the patients follow the correct treatment plan created by the doctor, making sure all consent forms and patient forms are updated, and strategically collecting on current and past due statements.
• Actively assisting and following up on pending insurance approvals.
• Strategically managing insurance denials by facilitating through respective channels.
• Assisting in managing the schedule according to daily/monthly goals and objectives to maximize profits.
• Building relationships and rapport with both current and prospective patients to help increase and maintain patient loyalty and repeat business.
• Networking through current patients to generate leads.
• Extensive working knowledge of CPT codes to be billed and rules to follow with specific insurance companies.
• Managing the implementation of specific modifiers when billing CPT codes to insurance companies.
• Actively working with corporate to set a high standard for the goal: “Being a premier vein treatment facility".

Apr 2013 – May 2014 · 1 yr 1 mo

• Sincerely greeted and welcomed all patients, while implementing the exceptional experience standard throughout their entire visit.
• Cross-trained in over 20 different locations throughout the hospital: Betty Ford Breast Care, Urgent Cares, Labs, Meijer Heart Center, and Occupational Facilities.
• Developed an advanced working knowledge of medical insurance verification, CPT codes, and regulations.
• Completed customer service and exceptional experience training.
• Utilized computer systems EPIC, CERNER, and SYSTOC.
• Selected and responsible for training new employees.

Jul 2011 – Mar 2013 · 1 yr 8 mos

• Provided direct patient care (Unit: 1E Medical Surgical), took care of a variety of surgical patients along with different emergency cases, and observation cases.
• Trained new Nurse Assistants.
• Completed de-escalation training.
• Worked under the authority of Registered Nurse.
• Took vitals signs, blood sugars, transported patients, discontinued IV’s, and assisted patients with activities of daily living.
• Utilized compassionate personality to be an advocate for the patient and their needs.