Management Executive

Operations ~ Staff Training & Leadership ~ Customer Service ~ Healthcare Industry

         Demonstrated strengths in all aspects of practice management, scheduling, budgeting, customer service, continuous improvement, client conflict resolution, and personnel management.

         Solid experience in driving HR functional areas spanning interviewing, hiring, training, coaching, mentoring, payroll, benefits administration, and regulatory compliance.

         Excel in performance evaluations and management, employee relations, and developing, nurturing and maintaining a cohesive workplace climate essential to maximizing staff retention, morale, and satisfaction.

         Outstanding talents in business correspondence, report writing, expense tracking, and vendor relations.

         Reputation for professionalism, integrity, attention to detail, commitment to confidentiality, and compassion.

         Proven success in expanding client base and referral base through community outreach and innovative marketing.

         Software skills include Microsoft Office, GE IDX, Cerner, ImageNow, Kronos, QuickBooks, DVMAX, and ImproMed Infinity 5.1.

Banfield Pet Hospital, 2015 to Present

Practice Manager

         Provide, monitor, and ensure top-quality care and exceptional service to pets and clients to maximize efficiency, productivity, profitability, loyalty, and referral business.

         Train and coach team on corporate guidelines and practices, client service expectations, client education, Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and client issue resolution.

         Collaboratively interview, select, train, develop, coach, and mentor qualified paraprofessional staff in delivering outstanding client service, and devise work schedules according to patient volume.

         Work effectively with Field Director to establish development plans (PDPs) for paraprofessionals, and empower teams to reliably deliver practice priorities and exceed goals while building culture and brand.

         Play an integral role in establishing annual planning, budgeting, and productivity goals for hospital.

         Partner with area Field Director and Medical Director to define and execute market objectives, strategies, and measurements, vital to achieving or exceeding financial targets.

         Spearhead projects to drive consistent revenue growth and profitability improvements for Banfield.

         Oversee cost control, loss prevention, supply ordering, inventory management, and attainment of acceptable Hospital Audit scores.

         Ensure positive communication with clients, associates, field leadership, Central Team Support and PetSmart, and partner with PetSmart Store Director, Salon Manager, and Training Manager to optimize growth of both businesses.

Virginia Veterinary Surgical Associates, 2014 to 2015

Operations Manager

         Effectively manage daily clinic operations including staff leadership, quality management, regulatory compliance, client relations and satisfaction, patient safety, and workflow scheduling.

         Direct and evaluate LVT, surgical assistants, veterinary assistants, and client care reps.

         Oversee financial administration tasks spanning reconciliations, billing, invoicing, and collections.

         Secure and manage vendors for credit card and check payment processing, office supplies, IT support, and building maintenance.

         Ensure consistent delivery of highest-quality medical care to patients, and promote exceptional, attentive, and compassionate staff-client communication.

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Dogwood Veterinary Emergency & Specialty Center, 2013 to 2014

Charge Nurse

         As advocate and liaison between clients and medical staff, established and maintained an open line of communication to optimize patient wellness and outcome.

         Meticulously documented client s visit and led quality assurance initiatives and requirements.

         Verified intra-hospital charges and ensured accuracy of charge entry to facilitate end-of-month reconciliation.

         Scanned treatment sheets into Infinity for patients hospitalized overnight in ER, and contacted clients discharged from ER within 48 hours to follow-up on condition and progress.

         Monitored, ensured, and enforced accurate capture of treatment and hospitalization charges.

Tidewater Physical Therapy, 2013

Front Office Coordinator

         Quickly advanced from initial role as Physical Therapy Technician and tasked with directing full-scope office operations including data entry, patient appointment scheduling, collection of insurance details, billing/payment processing, weekly bank deposits, and vendor management.

         Provided key data to clinical director and corporate office regarding physician referrals, monthly and daily statistics, therapist efficiencies, and patient surveys.

         Partnered with Patient Administrative Services Supervisor and Clinical Director in completing performance evaluations for front office staff representatives.

Virginia Commonwealth University Health Systems, Richmond, VA, 2009 to 2012

Sr. Program Support Assistant

         Awarded two promotions in recognition of dedication, work ethic, accomplishments, and stellar performance.

         Directed, coached and supervised Program Support Assistants, Patient Service Representatives and Medical Records Clerks while serving as vital onsite resource for all office support staff.

         Facilitated panel interviews for office support candidates, executed hiring decisions, maintained time cards, and processed travel reimbursement documentation.

         Structured clinic scheduling for 24 gastroenterology and hepatology providers.

         Maintained and processed credentialing documentation for healthcare providers, and submitted detailed reports to Chairman, Chief and Associate Administrator on satellite clinic volumes, payer mix and compliance.

         Monitored strict adherence to JCAHO, HIPAA, and VCUHS policies for local office and satellite locations.

         Contributed to bolstering revenue growth and organizational awareness by orchestrating special events and outreach efforts.

Rapid Response Emergency Center, 1994 to 2009

Practice Manager

         Promoted from initial role as Administrative Assistant to oversee complete spectrum of daily operations at urgent care facility and served as Executive Assistant to Physician Owner.

         Supervised Patient Service Representatives, Medical Records Clerks and Medical Claims Processors.

         Contributed strong human resources abilities toward overseeing recruitment, hiring, scheduling, time card processing, benefits administration, payroll, discipline, and performance evaluations.

         Resolved escalated government and third-party insurance claim denials, referrals, and prior authorizations.

         Prepared reports for presentation to malpractice companies, lenders, accountants and physician owner.

         Steered compliance with JCAHO, HIPAA, OSHA and Virginia Employment Commission policies.

         Fostered, nurtured and maintained strong relationships with local schools, employers, EMS, and law enforcement to increase census and optimize care to the community.

Virginia Commonwealth University Health Systems:

Revenue Cycle Training, Performance Improvement, Diversity Awareness, Verbal De-Escalation,

Policy Enforcement, Provider Scheduling, Schedule Templating

2015 Annual Veterinary Specialists in Private Practice Conference: 16 CE credits