Experience

North Shore Community Health

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

• Project Manager Operations & Analytics

  • Nov 2022 - Present

  Partner with the leadership team to develop and implement projects focused on improving operations, clinical performance, quality of care, and health care delivery. ● Create and implement project plans for performance improvement initiatives, training programs, and operational projects. Develop project schedules and budgets. ● Serve as the main point of contact for the operations team to ensure consistency and synergy across multiple teams. ● Conduct project quality control and ensure adherence to standards. ● Gather data to monitor KPIs and drive performance improvements for the Patient-Centered Medical Home efforts. ● Report on projects and initiatives to support the leadership team in data-driven decision making. Show less



Forefront Eye Care

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

• Practice Administrator / Office Manager

  • May 2022 - Nov 2022

  Provide administrative leadership to a medical practice with four physicians in an upscale group optometry practice. As a member of the executive team, collaborate with partners, human resources, and the accounting team to plan and execute day-to-day business, financial, administrative, and staffing operations. ● Direct administrative functions, including patient flow, records management, vendor relationships, calendar management, project management, policy development, lease agreements, inventory oversight, and filing systems. ● Establish practice strategy, goals, and KPIs. ● Drive patient engagement through social media and marketing initiatives, complaint/issue resolution, and answering questions. ● Hire, train, and onboard new employees and create employee appreciation events to boost morale. ● Review financial statements, budgets, and accounts payable/receivable. ● Supervise electronic medical record (EMR) usage and HIPAA compliance. ● Work with the marketing team on advertising, public relations, patient retention initiatives, and email marketing campaigns. Show less



Planned Parenthood League of Massachusetts

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

• Manager of Patient Access

  • Mar 2021 - Apr 2022

  Promoted to create and build the Patient Access program, including hiring and leading a team of 22 across five locations. Partnered with the VP of Health Center Operations to provide leadership, direction, staff supervision for health center operations.● Oversaw the Meaningful Use, Continuity of Care Management, and EMR Training programs.● Created and implemented policies, procedures, and processes for health centers to maintain compliance with state, Federal, and PPLM requirements. ● Coordinated staff recruitment, selection, hiring, onboarding, staffing, and performance management. ● Promoted a patient-centered culture while maintaining productivity goals to drive innovative and efficient patient care.● Analyzed processes and drove improvements across front desk, insurance verification, and appointment scrubbing.● Promoted PPLM’s values of integrity, partnership, customer focus, communication, and quality.KEY ACHIEVEMENTS: ○ Led the merger of PPLM’s finance, human resources, and patient access operations with Clinical Health Network for Transition, a central business office for affiliates of PPLM. ○ Applied for and received a $101K incentive for meaningful use; prepared data and supporting documentation about EMR to secure this funding. Show less

• Clinical Applications Specialist

  • Mar 2020 - Mar 2021

  As a subject matter expert for electronic medical records (EMR), lead the design and facilitation of clinical applications training for end users to drive technology utilization, improve quality of care, and promote exceptional staff and patient experiences. ● Build, maintain, and update clinical configurations in EMR systems.● Collaborate on the development and implementation of training programs, materials, and user guides for all staff on EMR usage. ● Support end users with EMR updates and best practices; provide ongoing assistance and troubleshooting for day-to-day user operations. ● Liaise between Planned Parenthood and third-party application providers to manage clinical updates and feature rollouts, including user acceptance testing.● Partner with the operations team to drive continuous performance and quality improvements. ● Analyze systems to identify necessary improvements to workflows and functionality. ● Oversee regulatory compliance measures related to HIPAA, OSHA, DEA, CLIA, Title X, and the Massachusetts Department of Health. ● KEY ACHIEVEMENT: Developed the Continuity of Care Management program to support patients in managing their care by facilitating conversations about health needs and barriers to access. Designed all processes, timetables, and registries to ensure that patients receive appropriate follow-up services for key clinical areas. Show less



DIDIER CROS MD PC

• United States
• Medical Practices

• Practice Manager

  • Jun 2019 - Mar 2020

  Manage day-to-day office operations for a neurology practice affiliated with Mass General Hospital. ● Coordinate patient scheduling and practice calendar management. ● Obtain prior authorizations for selected procedures to ensure coverage. ● Review insurance denials, analyze coverage reports from billing company, and prepare cases for reconsideration by insurance providers. ● Maintain exceptional communication with patients. ● Perform order entry and maintain confidential patient documentation. Show less



MVP Health Care

• United States
• Insurance
• 700 & Above Employee

• Program Coordinator / Behavioral Health Coach

  • Jul 2018 - Feb 2019

  Recruited to the Behavioral Health Team to assist with bringing 80% of services in-house while holding a patient caseload. Analyzed the Medicaid Managed Care contract and developed policies, procedures, and compliance measures to achieve Medicaid quality measures. • Partnered with major stakeholders, including State departments, service agencies, and community organizations, to identify major issues and develop solutions for integrating behavioral health services into a Medicaid managed organization. • Analyzed New York State requirements for behavioral health services and created procedures to ensure regulatory compliance.• Researched and assessed the Medicaid contract to guide the implementation of quality measures.• Worked with members with chronic anxiety and depression to set goals and ensure patient safety. Show less

• Program Coordinator

  • Mar 2016 - Jul 2018

  Promoted to this newly-formed position to coordinate program services for 14,000 customers across 22 counties in NY. • Built and maintained relationships with 13 contracted care management agencies; held monthly meetings to communicate policies and procedures, discuss cases, and review program metrics. • Developed and facilitated interdisciplinary teams to research quality measures and create strategic plans for compliance with the Medicaid Model Contract. • Managed a caseload of patients with high levels of anxiety and depression; identified problems, set goals, and provided resources to support their mental health. • Established processes for Medicaid Analytics Performance Portal (MAPPs) and developed MAPP reports on membership allocation.• Tracked and analyzed Department of Health policies as they pertained to Health Homes.• Collaborated with internal teams to build and implement direct billing for Health Homes, care management agencies, and home/community-based service providers. Show less

• Provider Services Representative

  • Sep 2014 - Mar 2016

  Assisted service providers and their offices with benefits, claims, and authorizations in an in-bound call center setting.• Researched, analyzed, and documented insurance claims and recoveries.• Improved efficiency by creating a phone list of most frequently used numbers.• Participated in the reorganization of the Customer Care Center manual.



Highland Hospital of Rochester NY

• United States
• Hospitals and Health Care
• 500 - 600 Employee

• Patient Registration Associate / Family Care

  • Oct 2011 - Sep 2014

  Managed patient communications, scheduling for multiple doctors, and referrals to other offices. • Collected and verified patient demographics and insurance information; documented in electronic medical records (EMR). • Developed a training program and materials to improve the onboarding of new associates.

• Business Associate / Patient Registration Associate

  • Aug 2009 - Sep 2014

• Business Associate

  • Aug 2009 - Oct 2011

  Supported day-to-day operations while promoting service excellence to provide and excellent quality of patient care.• Registered patients with a 95%+ accuracy rate for patient demographics and insurance information. • Ordered input of labs, radiologic studies, and physician requests.