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Professional Summary

Highly motivated and driven RN Practice Administrator with 15 years of surgical nursing experience, 10 of which spent in ambulatory care, 4 of which in progressive leadership within the Department of Surgery. Primary ambulatory clinics which I oversee include Colorectal, Plastic & Reconstructive surgery and Surgical Oncology ambulatory care. I also serve as a resource to other areas inncluding General Surgey, Bariatric Surgey and urology. Skilled at improving processes, maximizing team productivity and familiar with employee motivation and retention strategies.

Skills
  • Strong written and Oral communication skills
  • Management & Leadership
  • Professionalism
  • Excellent interpersonal Skills
  • Organizational Skills
  • Critical thinking
  • Problem Solving
  • Teamwork
Work History
Practice Administrator RN , 01/2018 to Current
 Rush University Medical Center, Department of Surgery – Chicago, IL
  • Supports providers in delivery of exceptional care.
  • Partnering with division chiefs to start and grow new programs, these include Pelvic & Abdominal Health MDC, Crohns & Colitis MDC, Little Company of Mary Plastic & Reconstuctive Program.
  • Planned Practice transition from private practice to RUMG of our orthodontic practice, making sure complaince with joint commition and other governing bodies.
  • Involved in planning, coordination, and operational oversight of new off-sitesubspecialty clinics , Oakbrook and South Loop.
  • In partnership with division chiefs, contribution to ambulatory visit volume growth within all divisions I oversee.
  • Works with Department leadership team to monitor and address patient experience feedback. Suggests improvements and real time fixs to issues
  • Review, research and resolve Practice specific patient complaints and concerns when escalated from managers
  • Understands and supports providers' productivity challenges and implements practices and workflow changes to alleviate them.
  • Operationalizes institution and department change initiatives and implements approved changes at Practice level. These include all new covid work flows which were implemented within very short time frame.
  • Responsible for converting organizational goals into Practice specific goals and drives the goal implementation, including policy revisions and Practice specific quality improvement initiatives.
  • Monitors Practice level key performance indicators, scorecards, patient feedback, quality results, patient safety goals, environment of care and financial reports to ensure the Practice remains on course to meet or exceed operational goals.
  • Interprets data and understands how to respond to maximize Practice performance.
  • Identify trends, and underlying issues and institutes resolutions.
  • Motivates staff to perform at their highest level and effectively holds staff accountable for delivery of high quality services including patient care, access and satisfaction.
  • Hires strong talent with appropriate competencies and skill mix.
  • Ensures appropriate staffing in all areas including providing staff training, competency development, orientation and recognition.
  • Direct reports include 2 operational manager & RN Manager.
  • Monitors staff and physician satisfaction and makes recommendations to improve work culture as necessary.
  • Identified department issues to recommend corrective actions, including clinical and opertaional department issues.
RN Clinical Manager , 01/2017 to 01/2018
 Rush University Medical Center, Department Of Surgery – Chicago, IL
  • Oversaw and managed 12 clinical and support staff in patient care activities while maintaining high level of staff morale and professionalism.
  • Demonstrated ability to lead and motivate outstanding healthcare teams.
  • Coordinated Quality Improvement Activities (QIA's) to identify performance areas for improvement.
  • Strong leader for nursing personnel assigned to clinic.
  • Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and team work.
  • Reviewed patient survey information
  • Hiring and training of staff
  • Contributed substantially to successful department JCAHO accreditation by consistently operating to highest standards of care.
  • Educated patients and answered questions about health condition, prognosis and treatment.
  • Strengthened training and nursing knowledge by taking part in continuing education programs and multiple workshops.
Nurse Practitioner - Plastic Surgery, 01/2015 to 10/2015
 National Health Service (NHS)- Glasgow Royal Infirmary – Glasgow (UK)
  • Served as lead health care provider for high volume of Plastic and Reconstuctive pre-op patients.
  • Order, perform, or interpret results of diagnostic tests such as complete blood counts (CBCs), electrocardiograms (EKGs), and radiographs (x-rays).
  • Develop treatment plans based on scientific rationale, standards of care, and professional practice guidelines.
  • Recommend interventions to modify behavior associated with health risks.
  • Educate patients about self-management of acute or chronic illnesses.
  • Perform routine or annual physical examinations.
  • Treat or refer patients for primary care conditions such as headaches, hypertension, urinary tract infections, upper respiratory infections, and dermatological conditions.
  • Consult with or refer patients to appropriate specialists when conditions exceed scope of practice or expertise.
  • Daily morning Trauma rounds.
  • Optimization of surgical patients prior to OR
Registered Nurse - Pre-operative Assessment, 01/2008 to 01/2015
 NHS - Gartnavel Hospital – Glasgow (UK)
  • Record patients medical information and vital signs.
  • Knowledge of multiple surgical specialities and procedures including Bariatric, Colorectal, ENT, General surgery ,Urology, Vascualr and Gynaecological.
  • Airway and Anesthesia assessment
  • Order, interpret, and evaluate diagnostic tests to identify and assess patient's condition.
  • Consult and coordinate with healthcare team members to assess, plan, implement, or evaluate patient care plans.
  • Prepare patients for and assist with examinations or treatments.
  • Conduct specified laboratory tests.
  • Direct or coordinate infection control programs, advising or consulting with specified personnel about necessary precautions.
Registered Nurse Staff Nurse - OR Recovery/PACU, 02/2005 to 11/2008
 NHS - Glasgow Royal Infirmary (UK ) – Glasgow
  • Manage patients' airway or pulmonary status using techniques such as endotracheal intubation, mechanical ventilation, pharmacological support, respiratory therapy, and extubation.
  • Prepare prescribed solutions and administer local, intravenous, spinal, or other anesthetics following specified methods and procedures.
  • Select, order, or administer anesthetics, adjuvant drugs, accessory drugs, fluids or blood products as necessary.
  • Monitor patients' responses, including skin color, pupil dilation, pulse, heart rate, blood pressure, respiration, ventilation, or urine output, using invasive and noninvasive techniques.
  • Select, prepare, or use equipment, monitors, supplies, or drugs for the administration of anesthetics.
  • Respond to emergency situations by providing airway management, administering emergency fluids or drugs, or using basic or advanced cardiac life support techniques.
  • Perform or manage regional anesthetic techniques such as local, spinal, epidural, caudal, nerve blocks and intravenous blocks.
  • Evaluate patients' post-surgical or post-anesthesia responses, taking appropriate corrective actions or requesting consultation if complications occur.
  • Administer post-anesthesia medications or fluids to support patients' cardiovascular systems.
  • Perform pre-anesthetic screenings, including physical evaluations and patient interviews, and document results.
  • Select and prescribe post-anesthesia medications or treatments to patients.
  • Calibrate and test anesthesia equipment.
  • Read current literature, talk with colleagues, and participate in professional organizations or conferences to keep abreast of developments in nursing.
  • Assess patients' medical histories to predict anesthesia response.
Education
Nursing Diploma: Adult Nursing Strathclyde University - United Kingdom - Glasgow
Bachelor of Science: Nursing Caledonian University - United Kingdom, Scotland
Certifications

Illinois RN License
BLS

ANA Nurse Executive Certification - Pending

National Education Scotland - Recovery & Anaesthesia Certification

Clinical Assessment & Management Certification (Scoltand)

Infection control cleanliness champion Certification (Scotland)

Additional Information
  • Completion of Rush Foundations of Leadership Course 2017
  • Completion of Rush Interdiciplinary Leadership Course 2020
  • Previous Member of RUMG Department Advisory Committee
  • Participation in Position Control Committee
This resume is created in 7 minutes.
Professional Summary
Adaptable and well-trained healthcare manager/administrator accustomed to the integration of new healthcare delivery systems and restructuring of work in an increasingly complex regulatory environment. I am an accomplished healthcare manager who proudly maintains a highly productive, efficient and quality-driven environment at all times. I offer vast experience in medical operations, excellent interpersonal communication skills and the organizational savvy to run a hospital department or medical practice efficiently.
Skills
  • Strong leadership and team-building skills
  • IDX/GE
  • Allscripts Bed Management
  • Ability to develop
    • Ability to positively influence others to meet established goals
  • Orienting/On-boarding
  • Counseling

  • Comprehensive knowledge of regulatory requirements such as Joint Commission
  • EMTALA
    		•
  • Project Management
    Systems: Epic
  • Microsoft Office
  • lead and facilitate team and strategic initiatives

  • Hiring
  • Coaching
  • Staff Development & Disciplinary Process
  • HIPAA
  • CMS CoP
  • Medical Coding
  • Claims Knowledge
  • Customer Service
    		•
    Work History
    Practice Administrator, 06/2015 to 11/2016
    Arizona Oncology – Tucson, Arizona
    • Organized 3 medical oncology offices in accordance with corporate guidelines in order to provide exceptional patient care services and meet regulatory, organizational and medical staff guidelines.
    • Consistently complied with applicable laws and regulations and ensured facilities adhered to Medicare/Medicaid, State and Federal regulations.
    • Interpreted and communicated new or revised policies to all staff.
    • Continually maintained and improved the company\'s reputation and positive image in the markets served.
    • Encouraged creative thinking, problem solving, and empowerment as part of a multi-disciplinary group to improve morale, teamwork and achieve desired outcomes.
    • Confidently managed the overall operation of administrative services and patient care, including financial management, marketing, quality assurance, patient care, safety risk management, legal, physician and staff satisfaction, quality index scores and facility maintenance.
    • Analyzed patient and family feedback to identify opportunities for staff recognition as well as areas for improvement.
    • Managed and directed fiscal operations in coordination with physician shareholders, including planning budgets, authorizing expenditures, accounting, program development, and coordinating financial reporting.
    • Maintained good communication between department heads, medical staff and governing boards by attending board meetings and synchronizing interdepartmental functions.
    Practice Manager, 08/2015 to 05/2016
    Arizona Oncology – Tucson, AZ
    • Managed the day-to-day business operations of the largest Medical and GYN oncology office in Tucson, AZ.
    • Improved patient, physician and staff satisfaction by working with staff and physicians to improve operations, response time and patient satisfaction.
    • Conducted interviews, hiring, coaching, counseling/disciplinary action and terminations in coordination with Human Resources and Clinical Team Leader.
    • Developed performance goals and conducted the performance reviews of administrative staff.
    • Conducted oversight and ongoing review of all administrative roles and functions to include, Teleservices/Scheduling, Check-In/Check-Out, Patient Financial Management Services, Diagnostic Scheduling, Surgery Scheduling, Medical Records, and Facility Management.
    • Coordinated and held monthly staff meetings which consisted of administrative and clinical staff.
    • Coordinated monthly physician staff meetings in coordination with the Clinical Team Leader.
    • Coordinated monthly staff recognition program and worked collaboratively with the Nursing Team Leader to develop seamless service amongst and between the clinical and administrative teams.
    International Patient Services Coordinator, 03/2013 to 08/2015
    University of Arizona Health Network/Banner Health – Tucson, AZ
    • Served as liaison between hospital administration, clinical staff and community health leaders and governmental agencies.
    • Collaborated with other health-related agencies and organizations in community activities.
    • Maintained up-to-date knowledge of applicable State and Federal laws and regulations.
    • Established and maintained positive relationships with government agencies, patients, families, foreign healthcare providers, physicians and community at large.
    • Served as a member of the Arizona Mexico Commission.
    • Coordinated hospital-to-hospital patient transfers .
    Manager II, Revenue Cycle, 10/2003 to 03/2013
    University Medical Center Tucson – Tucson, AZ
    • Actively maintained up-to-date knowledge of applicable State and Federal laws and regulations.
    • Expertly planned, coordinated, organized and managed the daily operations of Patient Placement and Physicians\' Resource Service, reducing bed placement time and improving access to care.
    • Responsible for managing daily operations in an academic, acute care, 468-bed hospital providing level I trauma care to Southern Arizona and a 200-bed acute care medical and behavioral health care hospital.
    • Provided oversight of the day-to-day operations of this 24/7 department in accordance with hospital policies, procedures and State and Federal regulations.
    • Evaluated employee performance, provided feedback and assisted, coached and disciplined staff.
    • Diligently monitored the quality of service and compliance with all regulatory corporate compliance requirements.
    • Reduced staff turnover through appropriate selection, orientation, training, staff education/development.
    • Established and nurtured positive working relationships with executive leadership, colleagues, nursing leadership, physicians, and referring healthcare providers.
    • Organized and led personnel and interdepartmental meetings and strategic improvement initiatives (i.e., patient progression/patient flow, strategic planning).
    • Improved our market share in Southern Arizona, Nevada and New Mexico.
    • Developed and revised policies and procedures in accordance with local, State and Federal laws and regulations.
    • Worked closely with all levels of hospital leadership and staff to ensure key metrics and revenue goals were met.
    • Assisted in testing, training and implementation of system upgrades and an entirely new software system (Epic).
    • Provided orientation and training to all hospital staff, including New Resident Orientation and Nursing Orientation.
    Manager II, Admitting & Registration, 10/2000 to 10/2003
    University Medical Center Tucson – Tucson, AZ
    • Oversight of a department of approximately 100 Pre-Visit, Admitting and Financial Counselors, Team Leaders/Supervisors.
    • Areas include the Emergency Department, Outpatient Admitting, Inpatient Admitting, Transplant Financial Services, Patient Placement and Physicians\' Resource Service.
    • Worked closely with the Business Office attending regular meetings to identify and resolve denial trends, billing and registration issues. Managed $23.9 M A/R and met goal of $8.9M in discharged not billed accounts.
    • Membership on various hospital committees: Compliance, Utilization Review/Denial Management and joint operations meetings with various payers/insurance companies.
    • Conducted or approved performance evaluations, merit increases and promotions.
    • Participated in the budgeting process with responsibility for managing it effectively.
    • Cash collections at 90% to 100% of cash goals
    Manager, Front Office Operations, 07/1998 to 10/2000
    University Medical Center Tucson – Tucson, AZ
    • Responsible for day-to-day operations of all administrative (front office) operations of 6 primary care clinics, including Internal Medicine, Family Medicine, Pediatrics and GYN.
    • Direct reports included Front Office Supervisors, Medical Coding and Medical Records Team Leaders.
    • Conducted or approved the performance evaluations, hiring, firing and promotions of all administrative staff.
    • Monitored staffing patterns, volume, costs and departmental needs to ensure effective utilization of resources.
    • Fostered interdisciplinary relationships through effective negotiation and consensus building in order to achieve practice goals.
    • Developed and arranged continuing education opportunities for staff, increasing knowledge and skill level of existing staff by partnering with Pima Community College (Medical Terminology and Coding).
    Supervisor II, 12/1992 to 06/1998
    University Physicians Inc. – Tucson, AZ
    • Interviewed, hired, mentor, coached and trained front office team members.
    • Identified inefficiencies and made recommendations for process improvements.
    • Increased revenue by ensuring collection of co-payments and self pay balances.
    • Oversight of Team Leader, Teleservices, Check-In/Check-Out, Coding, Pre-Visit, Medical Records, Administrative Assistant, Provider Schedules and Facilities Management.
    Medical Assistant, 03/1987 to 12/1992
    Marquez Medical Clinic – Tucson, AZ
    • Hired upon completion of internship.
    • Performed all front office and back office duties.
    • Covered for the Office Supervisor as needed.
    Education
    Pre-requisites: Nursing, Pima Community College - Tucson, AZ
    Nursing Prerequisites
    Certificate: Medical Assistant, 1987
    Pima Medical Institute - Tucson - Tucson, AZ
    This resume is created in 7 minutes.
    What I have to offer...

    A unique mix of deep operational expertise in clinical network transformation, referral management optimization and process improvement along with strong leadership skills that create enthusiasm and inspiration for change among colleagues and across business partnerships. 

    Core Accomplishments

    Leadership: Deep experience with building teams, creating a shared vision and actionable goals, building trust across disparate groups, providing clear direction and advocating for the development and growth of direct reports.  Challenging norms and breaking down barriers to achieve operational and business goals by leading with transparency, integrity and honesty.  

    ​

    Product Development: Developing the infrastructure that will support the operationalization of clinical savings strategies.  Creation of a suite of solutions from designing a model for physician-led governance in a value or volume healthcare setting to improving access and accuracy of referrals to specialty services. 


    Clinical Program Creation:  Generating clinical savings across disease specific care pathways (e.g., CHF & CKD) by appropriately identifying high-risk patients, proactively managing the population within the ambulatory setting, ensuring appropriate co-management of patients between primary and specialty care, reducing variations in care and unplanned emergency room visits and hospital admissions.


    Operations Management:  Creation of a one-stop-shop, Henry Ford Medical Group physician referral management program with 24-7 call center support to physicians and their surrogates to refer patients to HFMG PCPs and Specialists through robust referral protocols, seamless operational management and best in class customer service.    

    Professional Experience
    01/2017 to 09/2017
    Managing Director, Clinical Network Performance Evolent Health － Arlington, VA
     
    Created the Clinical Network Performance team to develop a full suite of offerings aimed at improving physician alignment and engagement through physician-led governance, robust and actionable report distribution, value-based compensation design, specialty co-management and high-value specialty designation.  Partnering with physician and administrative leaders across 20+ markets to deliver results from the board room into the four walls of the PCP/specialist practice.
     
    Responsibilities Included:
    • Created of a full suite of governance offerings to operationally align ACO/System goals and strategies through the complex layers of an organization 
    • Developed and influenced market leadership in the socialization and implementation of disease specific co-management agreements that highlighted the importance of 'right patient, right provider, right timeframe & right location' to improve outcomes and decrease unnecessary utilization
    • Supported the development and operational implementation of physician compensation/incentive strategies to align quality metrics and organizational citizenship goals
    • Led the development of a National Support Service Model for the Population Health Manager role which exists across all 20+ of Evolent Markets 
    • Provided subject matter expertise in all related business development efforts with existing and potential new markets
    • Provided routine presentations company-wide and to executive leadership on team progress 
    • Developed offerings across various lines of business with significant experience in Accountable Care Organization (ACO) infrastructure building
    • Provided subject matter expertise in the development of physician facing performance reports to ensure the data was meaningful and actionable at the practice level
    05/2015 to 01/2017
    Senior Director, Practice Optimization Evolent Health － Arlington, VA
     
    Evolent Health is a population health services organization that provides technological and clinical programs to Accountable Care Organizations (ACOs) and health system partners throughout the country.   Evolent delivers evidence based best practice programs, workflows, and models to operate a high performing population health entity.
    ​
    Responsibilities Included:​
    • Designed and launched specialty governance councils in three primary markets (Dayton OH, Evansville IN & Roanoke VA).  Bringing employed and independent PCPs and Specialists together to guide population health initiatives.
    • Facilitated support of a congestive heart failure sub-committee to design a proactive disease management program to reduce unplanned emergency room visits, admissions and over utilization of post acute care.
    • Co-led physician compensation design consulting work for newly formed ACO in central Florida.  
    • Provided subject matter expertise on strategic development, education and distribution of cost and efficiency reports identifying high performing physicians for ACOs and networks
    • Oversight of the national support services model for Population Health Managers to support practices in understanding the data related to their populations, identify opportunities for improvement in conjunction with larger quality initiatives and help the practices (physicians and office managers) understand how their operations need to change to support population health
    • Facilitated strategic referral management initiatives to support in-system utilization improvements with large academic institution in the mid-west.  Identification of high density and specialty practices with opportunity to realign patients within their network
    09/2012 to 05/2015
    Administrative Director, Center for Cancer Surgery Henry Ford Hospital & Medical Group － Detroit, MI

    In 2012 Henry Ford Hospital & Medical Group launched a new product within the Cancer Institute, changing the patient experience by providing immediate access to surgical consultation by nationally known surgical oncologists in multiple specialties.

    Responsibilities Included: 

    • Performed demonstrated growth of over 20% year over year for surgical procedures and complex oncology referrals
    • Created 24/7 Oncology Nurse Navigation for new and established patients and their families
    • Developed a SmartPhone app created to aid patients and their families with access to their care team and scheduling for diagnostic and clinical evaluations
    • Implemented concierge services to support patients and their families throughout the diagnosis, treatment and recovery process
    08/2007 to 05/2015
    Director, Referring Physician Office Henry Ford Medical Group (HFMG) － Detroit, MI

    Henry Ford Hospital is a 877 bed quaternary/tertiary education and research center with a Level 1 Trauma Center. Henry Ford Medical Group is comprised of 1,200 physicians and researchers in more than 40 specialties in 29 medical centers.


    Henry Ford Medical Group is an employed physician practice model. HFMG is known for clinical excellence but suffered from a reputation of being difficult to access and not great at communication. I had experience in the academic and private practice environment and was asked to lead the development of an office for physician referral services.

    Responsibilities Included:

    • Development of a 24/7 Referring Physician Consult Line - providing access to external physicians and institutions for consultations/appointments. 47 thousand individual contacts (phone, intra & internet) annually.
    • Creation of contact management software tool (Microsoft Dynamics CRM) to track external referrals for outpatient appointments and inpatient transfers. CRM data yielded cost analysis to identify product growth and profitability
    • Created a culture of "Just Say Yes" for any appointment request. Physicians or their surrogates are given exactly what they asked for. Access to the provider (PCP & specialist) was guaranteed 100% of the time.
    • Embedded all support services to create a one-stop-shop so that all new patients were able to receive registration, insurance verification/authorization and appointment acquisition in one phone call
    • Management of the system-wide referring physician database that facilitated just-in-time communication and feedback to referring physicians
    • Creation of a concierge program designed to assist patients/families traveling from a distance for outpatient consultations for specialty services
    • Implementation of concierge services to support the family members of critically ill patients transferred to HFH
    • Development of a new “employee referral program” for new patients. Providing full concierge service to new patients that are referred to HFHS by an existing employee 
    07/2005 to 08/2007
    Neurosurgery Group Practice Administrator Henry Ford Medical Group － Detroit, MI

    Directed all administrative operations for the Department of Neurosurgery at Henry Ford Health System. The department is comprised of 14 neurosurgeons, 1 neurologist, 2 interventional neuro-radiologists, 2 neuro-oncology fellows, 13 neurosurgery residents, and 50 support staff including RN's, midlevel providers and clerical support staff, who provide service at five neurosurgical practices and medical centers in southeast Michigan.

    Responsibilities included:

    • Business Growth and Development: Responsible for new staffing models and service delivery development to achieve business growth for new products and services
    • Clinical Operations: Directed quality, customer satisfaction, service recovery, access, process improvements, change management, physician credentialing, insurance initiatives, technological improvements in transcription and medical records management
    • Finances: Responsible for operational budget management, expense management, reimbursement for Senior Staff, Residents, Allied Health Professionals and other Support Staff. Account payable/receivable, and oversight of billing/coding and compliance
    • Human Resources: Physician recruitment, retention and crisis management
    • Residency Program: Provided all payment authorization and reimbursement, manage inpatient complaint, risk and communication issues, oversight of institutional residency rotations for 12 neurosurgery residents
    • Facilities: Directed all facility management issues including space allocation, construction, moves & changes, telephones, cell phones, pagers, technology, cabling, etc., at all sites.
    • Policy Compliance: Directed implementation and integration for JCAHO, CMS, HIPPA and other regulatory compliance policies at five clinical sites/hospitals
    • Legal: Responsible for service/technology/equipment/operational contracts, office lease negotiations for outside practices, corporate real estate and professional medical risk issues
    • IT: Directed technology infrastructure development and maintenance issues at 5 clinic sites, between 3 institutions for senior staff, residents and ancillary staff, including desktop support, fire wall integration, VPN support, institutional patient care and demographic programs
    01/2004 to 06/2005
    Neurosurgery Product Line Manager Henry Ford Medical Group － Detroit, MI

    Administrative Manager for 3 community neurosurgical practices 1) Oakwood, 2) William Beaumont Royal Oak, 3) William Beaumont Troy, and one academic medical center (HFMG, Neurosurgery K-11). 

    Responsibilities included:

    • Project/process improvements that assisted with strategic growth and development of clinical services throughout the department. Increased development of clinical support teams for registered nurse and mid level provider groups (i.e., governance councils). Partnered with department chairman during the transition of administrative leadership to develop areas for recognition and retention for support and senior staff.
    • Implementing a coach up or coach out culture that supported system values and expectations. Organized and lead departmental retreats sharing budget and operational goals and objectives.
    • Cultivating an atmosphere of transparency and soliciting support at every level to achieve departmental goals.
    06/2001 to 12/2003
    Floor Manager, HFMG Neurosurgery Henry Ford Medical Group － Detroit, MI

    Administrative site management for 3 community neurosurgical sites. St. Joe Macomb, St. Mary Hospital, Livonia & William Beaumont Hospital, Royal Oak. 

    Responsibilities included:

    • Supervision of practice support staff, facilitation of process improvements for all sites.
    • Special projects to address areas of focus included, referring physician database education and clean-up of all neurosurgical referring physician data, plus the addition of same day e-mail and fax information to increase communication and referring physician satisfaction.
    05/1999 to 05/2001
    Clerical Supervisor, Neurosurgery Department Henry Ford Medical Group － Detroit, MI

    Responsibilities included:

    • OR CPT Billing, off-site practice management, surgical statistics, payroll, resident & senior staff evaluations, bill payments & reimbursements.
    • Coordination and organization of Residency Review Committee submission.
    • Supervision of secretarial support staff.
    • Facilitation of process improvements.
    • Staffing departmental leadership meetings.
    06/1997 to 05/1999
    Clerical Supervisor, Rehab Therapy Services Department Henry Ford Hospital － Detroit, MI

    Responsibilities Included:

    • Organization and coordination of all business support services to the department.
    • Primary support person for all department specific technological programs.
    • Coordination of all clerical services to the department, supporting more than 50 employees.
    06/1993 to 06/1997
    Coordinator Clerical Services, Rehab Therapy Services Department Henry Ford Hospital － Detroit, MI

    Responsibilities Included:

    • Coordination of all clerical coverage for the department reception desk and all secretarial support for 4 clinical teams of 30+ OT's & PT's.
    • Responsibilities included: billing, insurance verification, referral distribution, registration, secretarial support, transcription, process improvement in appointment scheduling, billing and record retention.
    • Provided record management for payroll, policies and procedures, data collection and report management on clinical productivity.
    05/1992 to 06/1993
    Secretary II OT & PT Henry Ford Hospital － Detroit, MI
    10/1991 to 05/1992
    Contingent Clerk Typist - HFMG Board of Governors Office Henry Ford Medical Group － Detroit, MI
    Education
    2016
    Master of Science: Healthcare Administration Central Michigan University － Mount Pleasant, MI, United States
    2014
    Bachelor of Science: Business/Community Development Central Michigan University － Mt Pleasant, MI, United States
    2008
    Certification: LEAN Healthcare University of Michigan
    2004
    Facilitator: Corporate Culture & Change Management Senn Delaney
    Organizations/Personal Interests
    • American Association of Physician Liaisons
    • American College of Healthcare Executives
    • American Heart Association ~ Volunteer Heart Walk Captain
    • Family Readiness Group ~ Fort Carson Colorado Volunteer
    • Central Michigan University ~ Bullying in Higher Education Research Contributor
    This resume is created in 7 minutes.
    Professional Summary
    Experienced Practice Administrator with a strength in managing multiple projects simultaneously and fostering a cohesive staff. Ambitious Financial Manager determined to continually exceed expectations. Willing to take on added responsibilities to achieve desired results. Consultant/Management driven to exceed sales goals and build long term relationships with customers. Delivers positive experiences through high-quality customer care.
    Skills
    • Gentle patient care
    • Organized
    • Efficient multi-tasker
    • Consistently meet goals
    • Staff training/development
    • Effective leader
    • Exceptional interpersonal communication
    • Deadline-oriented
    • Customer service-oriented
    • Superior customer service
    • Patient education
    • Quality assurance
    • Team building
    • Attention to detail
    • Critical thinking
    • Able to adapt to new concepts and systems
    Work History
    Dr. John C. Martin Orthodontics Regional Manager | Conyers, Ga. | April 1999 - May 2016
    • Simultaneously managed and led a team in three orthodontic locations consisting of up to 3 doctors and support staff of 24
    • Effectively trained clinical and financial staff members.
    • Setup contracted rates with insurance companies.
    • Worked closely with patients before, during and after orthodontic procedures.
    • Confirmed patient insurance benefits, filed claims and checked claim statuses.
    • Successfully completed OSHA, ADA and HIPAA compliance training.
    • Regularly solicited patient feedback to improve customer comfort and satisfaction.
    • Displayed expert use of Walrus and OrthoTrac computer scheduling program to manage patient appointments.
    • Performed consultations for new patients.
    • Intervention of any doctor/patient/parent disputes.
    • Regularly attended corporate and treatment team meetings and in-service training to continuously learn about best practices.
    • Marketing through social media, dentists and local businesses.
    The Georgia School of Orthodontics Practice Administrator | Atlanta, GA | May 2016 - Current
    • Strategically planned methods to achieve operational goals and targets.
    • Encouraged creative thinking, problem solving, and empowerment as part of the facility management group to improve morale and teamwork.
    • Assisted in resolving and satisfying client requests and internal operational issues.
    • Skillfully developed departmental goals, objectives, standards of performance, policies and procedures.
    • Investigated and reported issues relating to patient care or conditions that might hinder patient well-being.
    • Closely collaborated with management team to make necessary improvements and satisfy resident needs.
    • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices and facilitating a proactive work environment.
    • Cooperated and communicated effectively with Faculty to ensure client satisfaction and compliance with set standards.
    • Analyzed patient and family feedback to identify opportunities for staff recognition as well as areas for improvement.
    • Developed a system of staff communication that ensured proper implementation of treatment plans and comprehensive patient care.
    • Recruited, hired, trained and coached 22 new employees.
    • Trained 36 residents on Practice Management systems that include Orthofi, Orthotrac, Dolphin Management and CRM
    Education
    High School Diploma Banks County High School Homer, Ga. | 1994
    Certifications
    Certified Orthodontic Assistant
    X-Ray Certified
    CPR Certified

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