Experience

Care Access

• United States
• Research Services
• 400 - 500 Employee

• District General Manager

  • Ogos 2022 - - Kini



Wellist

• United States
• Human Resources Services
• 1 - 100 Employee

• Head of Concierge and Community Support

  • Okt 2017 - Jul 2022

  I manage client operations that provide direct patient support as well as managing contact center support operations. I also built and manage the team that curates our community resource partners. Finally, I provide direct client support including staff education & concierge resourcing. Key accomplishments from this role include:♦ Increased client performance within two months of obtaining account while meeting goals on path to full potential for first time in contract history. ♦ Successfully manage team performance by transitioning out consistently low-performing staff and encouraging professional development of formerly struggling staff. ♦ Cultivate productive relationships with internal and external stakeholders to drive client programs to full potential. ♦ Define measurements of success and translating data across integrated solutions. ♦ Nurture client relationships to drive value and identify opportunities for iterative program improvements. ♦ Facilitate sharing of data, challenges, learnings, and recommendations with colleagues, partners, and internal stakeholders to codify and prioritize corporate strategy and operational plans.



Steward Health Care

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

• Regional Practice Administrator, Psychiatry

  • Okt 2016 - Okt 2017

  As Regional Practice Administrator, I directed administration for services at Carney and St. Elizabeth’s Medical Center psychiatry practices while working closely with medical and practice staff. I also acted as a liaison between physicians, staff, and hospital administration. Key accomplishments from this role include:♦ Decreased denials by over $250K by overhauling billing workflow to ensure timely provider and professional billing of regional sites. ♦ Increased employee retention by phasing out under performing staff and encouraging professional development in struggling staff members. ♦ Assisted in development of tele-psychiatry proposal in collaboration with Director of Hospitalists. ♦ Developed annual capital and operating budgets while reviewing monthly financial reporting. Collaborated with senior leadership and physicians in budget planning and fiscal review. ♦ Liaised with Central Billing office to maximize revenue associated with patient billing process to ensure accurate data collections; ultimately reduced bad debt by $517,632 in under six months. ♦ Directly supervised all non-clinical staff within outpatient psychiatry practices while overseeing timekeeping and working with Human Resources to complete and deliver annual performances.



Boston Medical Center (BMC)

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

• Clinical Practice Operations Manager, Psychiatry

  • Jun 2015 - Okt 2016

  In this capacity, I collaborated with departmental and hospital leadership to develop and implement long and short range strategic business plans for an outpatient psychiatry practice serving over 150 patients per day. Key achievements from this role include:♦ Increased Press Ganey collection by 200%. ♦ Maximized staff productivity by developing scheduling template. Recruits, hires, disciplines, and manages termination of work and clerical support staff. ♦ Shepherded key staff turnover with the resilience necessary for HR process, reduced absenteeism by over 75%, implemented many improvements to clinical and physical space, created processes and guidelines for staff, and improved administrative staff Press Ganey results through AIDET and other engagement initiatives. ♦ Decreased phone abandonment rate, decreased time to call, improved patient experience, improved employee engagement, improved referral management, and implemented other initiatives while becoming a resource to peers.



The Dimock Center

• United States
• Hospitals and Health Care
• 200 - 300 Employee

• Behavioral Health Operations Manager, Assistant Manager of Patient Financial Counseling

  • Jul 2013 - Mei 2015

  In this role, I coordinated and supervised all business functions, including billing, financial planning, managed care, and realizing full potential of all program dollars. Key accomplishments from this role include:♦ Improved operational deficit of newly implemented Department of Health funded program. ♦ Identified problems and improved processes for billing workflow to ensure timely provider and professional billing. ♦ Led successful completion of JCAHO survey with positive feedback. ♦ Crafted training materials for financial counseling staff and created HIPPA and MA Data Security training materials for all organizational new hires. ♦ Served as member of Executive Team in review, development, and implementation of adult behavioral health and substance abuse services. ♦ Developed process to capture inpatient detox and clinical stabilization service authorization, reducing insurance denials by 80%.♦ Created directory of services for clients at Clinical Stabilization Services to assist transitioning clients.



HFI

• Canada
• Financial Services
• 1 - 100 Employee

• Case Management Team Leader

  • Sep 2005 - Jul 2013

  As Case Management Team Leader, I directed the implementation of policies and procedures to enhance operational effectiveness, productivity, and compliance of MA lines of business while hiring, recruiting, and training new staff members. Key accomplishments from this role include:♦ Led Case Management Team to at-or-above target goals 11 out of 12 months. ♦ Served as subject matter expert for MassHealth program eligibility. ♦ Directly supervised six Case Managers, six Administrators, two Assistant Supervisors, and one File Clerk. ♦ Continued education of MA legislation related to Medicaid and Affordable Care Act.