• Dynamic Leader who offers a background in Medical Practice Operations, Team Building / Training, Strategic Analysis / Planning, Customer Service Management, Project Management, and Process Improvement; contributes talent in Budget Administration, Cost-Reducing Decision-Making, Union Relations, Negotiations, and Regulatory Compliance; and exhibits an ability to see the big picture across state-of-the-art healthcare facilities.
• Top Performer who boasts above-average career results, and who can make decisions to reflect positively on operations in alignment with a facility s vision, value, and goals to attain a significant competitive advantage.
• Visionary Professional with commendable accomplishments across medical practice operations initiatives, and who can rise above challenges to mentor teams, control costs, improve efficiencies, and drive winning outcomes.
• Bilingual Communicator (English / Spanish) who builds and sustains synergistic relationships with senior-level management, medical practice professionals, healthcare teams, and patients / clients; who excels in both autonomous and collaborative work environments; and who leads top staff by example and with integrity.

  Greatly reduced overall labor expenses at Continuum Health by improving staff scheduling following comprehensive training in customer service and companywide policies and procedures.

  Built and sustained productive relationships with 1199SEIU union members, as well as outside managers, sales personnel and vendors, which was collectively valuable to ensuring seamless operations.

  Honored with numerous accolades from St. Luke s-Roosevelt Hospital Center s senior-level management for consistently providing excellence in services as a Telecommunications Supervisor.

  Hand-selected to develop, coach, and mentor new Customer Service Representatives and a newly promoted Supervisor for the successful opening of a new, large-scale call center.

Medical Practice Manager

  Capitalize on the opportunity to lead forward-thinking multi-site DTC operations, including mentoring and managing a team of Medical Practice Coordinator, Medical Practice Assistant, File Clerks, and the other Medical Practice clinical / support staff while also working with Site Medical Director / Attending Physicians and Nurses.

  Expertly establish and monitor a high-volume system for on-site / off-site storage, access, and protection of active and discharged medical records, and participate in QA activities and PI projects for overall operations.

  Lead coordination of new and follow-up primary care visits (i.e. internal and outside PCPs), along with both scheduled and emergency add-ons, outside consultations, and hospital and ancillary service referrals.

  Efficiently determine coding for new / existing patients and serve as a resource for coding areas.

  Continually provide coordinated care and excellent communications across all CenterLight disciplines.

  Deliver training and perform chart audits for proper documentation and maximization of records coding.

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Intake & Operational Services Supervisor

  Utilized broad scope of industry knowledge toward directing a top-performing team of 45 operations staff while regularly liaising among cross-functional departments concerning member, provider, and claim resolutions.

  Demonstrated sharp analytical abilities toward measuring and critically evaluating call volume and trends to determine operational training needs which are instrumental in maximizing customer satisfaction and retention.

  Supported the Intake Specialist in resolving customer disputes and challenging inquiries.

  Collaborated with Quality Assurance teams to troubleshoot and develop data entry error solutions.

  Led training on systems, referring physicians, member demographics, and network provider procedures.

Operations Manager Emergency Department (2012 2013)

  Strategically steered operations for a high-volume Level 1 Trauma Center, including driving all facets of staffing, team building / training, compliance, patient relations, safety control, and key administrative functions.

  Led targeted decision-making among a team of 45 solutions-oriented business associates and 10 support staff.

  Directed critical scheduling, registration / verification, data collection, and front end processing for all patients.

  Reconciled all department logs while effectively responding to wide-ranging patient issues.

  Proactively resolved issues in accordance with established departmental and hospital guidelines.

  Spearheaded collaborative efforts across Finance / Patient Accounts and Ambulatory Care operations.

Telecommunications Supervisor Call Center (2005 2012)

  Played a vital role in training, mentoring, and managing a results-focused team of 30 staff in daily call center operations serving across a network of five hospitals while handling all telecom needs, support, and activities.

  Optimized administrative efficiency by preparing and submitting weekly / monthly reports to department administrators for board review to achieve comprehensive compliance, efficiency, and regulatory criteria, along with effectively compiling, analyzing, and reporting on daily / weekly / monthly call counts and statistics.

  Ensured seamless operations by preparing staff schedules, prioritizing workflow, and administering performance appraisals, along with coordinating and managing payroll / attendance / time recordkeeping to achieve goals.

  Continually identified strategies for improving quality and efficiency metrics.

  Recognized for job excellence with Employee of the Month for outstanding service.

  Delivered constructive feedback for employees to drive constant professional improvements.

  Partnered with Corporate Director in strategic planning focused on maximizing customer satisfaction.

Bachelor of Arts in Health Services (In Progress)

Principles of Management ￨ Health Service Management ￨ Managed Care & Health Insurance ￨ Marketing

Certificate Core Leadership for Managers ￨ Certificate HIPAA Compliance

IRM (Integrated Resource Manager) ￨ EAGLE (Patient Information) ￨ CHP Intranet ￨ SDC ￨ IntelliDESK

ACD-HiPath Agile Manager ￨ Oracle ￨ Clarity ￨ Microsoft Office Suite (Word, Excel, PowerPoint, Outlook)