Emory Clinic

/Emory Clinic

Project Manager

Responsible for the managing process improvement and strategic development initiatives within the Department of Family Medicine; including revenue cycle management, quality, and business operations. Additional main responsibilities include leading all data analysis efforts within the department.

Projects include:
• Co-leader of the department’s Patient Centered Medical Home (NCQA) transformation efforts
• Identified billing inconsistencies and currently partnering with physicians and residents to re-educate them on billing requirements. Revenue increases are expected to be $90,000
• Redesigned and implemented no-show reduction policies which are projected to improve revenue by $145,000
• Documented and completed the requirements for the PCMH application; including the development and implementation of necessary processes and reports
• Developed of comprehensive and dynamic department and provider scorecards
• Implemented targeted marketing efforts to increase total patient volume
• Expanded Transitional Care Management efforts to reduce readmissions
• Proactively identified patients who fit specific criteria to improve quality of care
• Assist with the training and adherence of organization-wide patient safety […]

Manager, Clinic Operations

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 […]

Operations Analyst

Assigned to a specialized Operations Development Program whose primary mission and focus is measured improvement in Patient Access. Executed a variety of both delineated and self-directed initiatives including:

• Developed a Patient Access Training Academy and created a series of sustainable employee incentive programs which collectively resulted in a 26.2% improvement on employee scorecards and an increase in call center agent quality scores from 84.7% to 90.7%.

• Performed comprehensive review and analysis of physician appointment utilization and identified in excess of 250,000 minutes in potential improvements. Implemented and recommended a series of process improvements that increased appointment utilization from 76.6% to 82.7%.

• Served as Project Manager for Emory’s physician and employee priority referral initiatives. Developed standard operating procedures and marketing strategies that resulted in a 45% combined increase in utilization of both initiatives and a 533% increase in employee utilization in less than 12 weeks; grew the number of participating physicians […]