Experience

Children's Hospital of Richmond at VCU

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Senior Manager Clinical Operations

  • Jun 2023 - Present



VCU Health

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Patient Business Services Manager II

  • Jan 2021 - Present

  Richmond, Virginia, United States

• Project Manager

  • Feb 2019 - Jan 2021

  Richmond, Key responsibilities and accomplishments include, but are not limited to: • Served as the liaison on projects and programs for the VCU Health System administrative. • Collaborated with organizational leader to provide clear project vision, value and deliverables to achieve Health System goals and ROI. • Lead meetings, conference calls, and key discussion with partners and business stakeholders to develop clear project plans, define project metrics and report on project status and… Show more Key responsibilities and accomplishments include, but are not limited to: • Served as the liaison on projects and programs for the VCU Health System administrative. • Collaborated with organizational leader to provide clear project vision, value and deliverables to achieve Health System goals and ROI. • Lead meetings, conference calls, and key discussion with partners and business stakeholders to develop clear project plans, define project metrics and report on project status and results. • Developed detailed project charter to establish project expectations and to serve as a communication tool for key stakeholder buy-in • Applied best practices in project management and lean six sigma methodologies to support business case and maximize ROI. • Applied cross-functional change management and implementation strategies to ensure all stakeholders and team members are effectively working toward project goals. • Provides effective oversight through all stages of the project life cycle

• Associate Administrator- Business Development

  • Jul 2018 - Feb 2019

  Richmond, Virginia, United States Key responsibilities and accomplishments include, but are not limited to: • Provide administrative support and leadership to multiple Divisions under the auspices of an MCVP Administrator and/or Division Chairs. • Coordinate and lead clinical operations, for new clinics and acquisitions, for all MCVP clinic sites. • Consulted, advises and assists practice management in providing leadership and direction by performing a combination of the following: financial reporting/management;… Show more Key responsibilities and accomplishments include, but are not limited to: • Provide administrative support and leadership to multiple Divisions under the auspices of an MCVP Administrator and/or Division Chairs. • Coordinate and lead clinical operations, for new clinics and acquisitions, for all MCVP clinic sites. • Consulted, advises and assists practice management in providing leadership and direction by performing a combination of the following: financial reporting/management; budget development/monitoring; grants management/administration; physical plant maintenance/space planning; and human resources management and staff supervision. • Worked closely and in collaboration with different Divisions, physicians, VCU and VCUHS management and administrative personnel • Monitoring daily operations of assigned clinics (Primary Care and Infectious Disease) and making work flow adjustments as needed. • Coordinating and implementing action plans to resolve service or registration deficiencies.

• Patient Access Manager

  • Feb 2017 - Feb 2019

  Richmond, Virginia, United States Key responsibilities and accomplishments include, but are not limited to: • Operational and front desk oversight of two internal medicine clinics, directly supervising 23 Patient Access Rep, and supportive liaison for 148 Providers (NP’s, PA’s, Residents, Attending’s) • Monitoring daily operations of assigned clinics (Primary Care and Infectious Disease) and making work flow adjustments as needed. • Coordinating and implementing action plans to resolve service or registration… Show more Key responsibilities and accomplishments include, but are not limited to: • Operational and front desk oversight of two internal medicine clinics, directly supervising 23 Patient Access Rep, and supportive liaison for 148 Providers (NP’s, PA’s, Residents, Attending’s) • Monitoring daily operations of assigned clinics (Primary Care and Infectious Disease) and making work flow adjustments as needed. • Coordinating and implementing action plans to resolve service or registration deficiencies’ • Working with clerical, clinical and administrative staff to adjust scheduling to enhance patient safety, satisfaction and flow, ensuring patients receive efficient and courteous service with every interaction. • Exhibiting effective analytical and guest relation skills to anticipate problems; gathering accurate information and seeking resolution on difficult issues in an independent manner. • Providing direction, guidance and cross-training to staff to ensure patient satisfaction and operational excellence. • Ensuring adequate controls exist to maintain the integrity of charges and data entry in accordance with technical and professional services and supplies provided to patients • Assists in the planning and implementation of any facilities renovation or expansion and coordinates staff planning in congruence with facilities plan • Assists with the planning and implementation of alterations in operational activities which may be required during facilities management project.

• Practice Operations Manager

  • May 2016 - Jan 2017

  Richmond, Virginia, United States Key responsibilities and accomplishments include, but are not limited to: • Operational oversight for two community based physician practices – 40 team members total • Administrative Liaisons to business development and new clinic acquisitions • Manage human resource functions at the local level for non-clinical employees • Establish and coordinate external contracts (i.e. HVAC, Cleaning Services, Security System, Cable) • Liaison between physician department and clinic… Show more Key responsibilities and accomplishments include, but are not limited to: • Operational oversight for two community based physician practices – 40 team members total • Administrative Liaisons to business development and new clinic acquisitions • Manage human resource functions at the local level for non-clinical employees • Establish and coordinate external contracts (i.e. HVAC, Cleaning Services, Security System, Cable) • Liaison between physician department and clinic • Train clinic staff and employees across the organization on service excellence programs • Co-Chair of the organization wide Patient Access Representative Engagement Committee • Serve on the Patient & Family Advisory Committee – per the request of the MCV Physicians Chief Medical Officer • Two-time safety STAR nominee and recipient of quarterly safety STAR award (October 2017)

• Guest Relations Supervisor

  • Feb 2015 - May 2016

  Richmond, Virginia, United States • Supervise guest services information assistants and concierge staff – up to 20 team members • Manage and develop strategies to address departments with poor patient satisfaction scores based on press ganey data • Developed strategies and process to address patient complaints, concerns and grievances across the enterprise • Develop new team member orientation materials and ongoing training specific to emergency procedures, safety and security, and department policies/procedures •… Show more • Supervise guest services information assistants and concierge staff – up to 20 team members • Manage and develop strategies to address departments with poor patient satisfaction scores based on press ganey data • Developed strategies and process to address patient complaints, concerns and grievances across the enterprise • Develop new team member orientation materials and ongoing training specific to emergency procedures, safety and security, and department policies/procedures • Manage human resource functions for direct reports (i.e. coaching/mentoring & annual reviews) • Communicate organizational and departmental initiatives with team members • Vice President – Virginia Commonwealth University Staff Senate • Co-chair of the Professional Development Committee

• Lead Patient Access Representative

  • Sep 2013 - Feb 2015

  Richmond, Virginia, United States Key responsibilities and accomplishments include, but are not limited to: • Register surgery specialty patients and verify insurance information prior to appointments • Direct incoming clinic calls, faxes, medication refill requests, and prior authorizations to clinical team members • Patient services representative on performance improvement initiative related to improving access standards for all Ambulatory Care clinics • Precept and coordinator orientation plans for new Patient… Show more Key responsibilities and accomplishments include, but are not limited to: • Register surgery specialty patients and verify insurance information prior to appointments • Direct incoming clinic calls, faxes, medication refill requests, and prior authorizations to clinical team members • Patient services representative on performance improvement initiative related to improving access standards for all Ambulatory Care clinics • Precept and coordinator orientation plans for new Patient Services Representatives • Lead clinic recognition and acknowledge for STAR service program