Project Description

Employed as Manager of Clinic Operations for four very busy internal medicine specialties (Endocrinology, Rheumatology, Nephrology, and Pulmonary Care). The four departments see an average of over 170 patients per day and have 56 practicing physicians (16 cFTE). Actively oversees a staff of 20 employees and 10 volunteers and included among my responsibilities is oversight of financial status and ensuring clinical workflow is optimized.

Highlights include:
• Developing and implementing an improved checkout process which has improved performance by roughly 33%.
• Strategically redesigned the workflow process by which we reconciled daily charges resulting in a substantial decrease in the number of missing charges greater than five days from an average of 158 down to 73.
• Invited to present at the Annual Service Expo due to providing a “Gold Standard of Service”  with regards to utilizing the volunteers.

 

Responsibilities include:

• Overseeing the day-to-day operations of the non-clinical staff including: front desk, medical secretaries, check out, infusion coordinator, and volunteers.
• Conduct analysis centered around improving patient access
• Handling any patient issues that come up and attempt service resolution
• Expanding current service lines. Examples include the new Allergy department and offering Bronchial Thermoplasty, Bone Density transfer from Radiology to Endocrinology and Retinal Scans to detect Retinopathy
• Participation in the Patient Satisfaction Acceleration Team. This is a clinic-wide initiative spearheaded by six departments, one of which is Pulmonology, who are attempting to improve Press Ganey scores.
• Mentoring directed study students and interns. Determined operational need and student competency level to determine projects to assign. Coached them through the project and educated them along the way.