Designed, created, and implemented a comprehensive standard operating procedure (SOP) for the RQS national reporting and analytics team that outlines internal policies and procedures.Created an internal access guide that provides step by step instructions with screenshots on eighteen different accesses required for the national RQS reporting and analytics team.Designed a centralized hub utilizing SharePoint that details the intake processes for each team under the RQS Systems and Analytics pillar, which also includes resources on how to submit each type of request.Designed, created, and implemented a comprehensive Jira user guide for RQS business users that details obtaining access to Jira, step by step instructions on how to create a ticket for all teams under the Systems and Analytics pillar, and information on obtaining status updates on Jira tickets placed.Designed, created, and implemented an internal Jira user guide for the RQS national systems and data team detailing internal team requirements on utilizing Jira as an issue tracking tool.Responsible for creating a weekly newsletter utilizing Microsoft Publisher that provides updates from the national Systems and Analytics department to all Risk and Quality Solutions (RQS) team members.Leads daily stand-up call to discuss progress of open requests, barriers in meeting deadlines, and questions/concerns from the RQS reporting and analytics team.Ensures all team members are compliant with established policies and procedures.Works cross-functionally with multiple teams to ensure end-users have accurate data and quality dashboards.Works with operational leaders to provide recommendations on opportunities for process improvements.

Created 30+ standard work documents on all existing departmental procedures to create uniformity on processes and provide clear guidelines of daily tasks.Trained new data specialist on all processes and procedures using newly created standard work documents.Identified errors in existing reports and worked directly with the Manager of Hospital Analytics to evaluate and improve the reports.Identified ways in all existing processes to move from manual paper logs to electronic excel spreadsheets.Collect accurate and concise data from charts and other documents to monitor indicators and perform focused studies to assess compliance with accreditation, licensure, and hospital policies and procedures. Analyze data and utilize performance improvement tools and techniques, such as graphs, run charts, control charts. Share and display data in formats for ease in analysis for ongoing performance improvement. Coordinate the review of medical records as needed for core measures submission to The Joint Commission, CMS, and QIO validation and reliability. Communicates documentation needs to appropriate staff for ease in abstraction of data. Ensure data entry is completed timely.Export data to Qnet exchange, print/edit reports, research edits and re-export data. Work with various departments, physicians, teams and committees to coordinate the performance improvement process. Submit data to weekly to Press Ganey.Support ongoing improvements in data collection methods.Attends, prepares, and takes minutes for medical staff meetings.Assist with developing, maintaining, and entering data on individual physician profiles for focused and ongoing professional practice evaluations (FPPE/OPPE). Develop and maintain familiarity with hardware, software and reporting tools, such as Meditech, Excel, Word, PowerPoint and Publisher. Assure that all information generated and circulated is treated with strict confidentiality.

Pioneered the centralization of Duke Primary Care (DPC) referral coordinators with direct support from the Associate Vice President.Provided the COO and AVP with analytics and reporting used as the basis for centralizing referrals and authorizations for the network.Directly responsible for hiring, training, and leading a team of 18 centralized referral coordinators in addition to a matrixed oversight to over 20 referral coordinators embedded within the clinics.Direct oversight of all primary care, urgent care, and pediatric referral, radiology, and authorization work queues within Epic; approximately 50 work queues in total.Partnered with Epic Analysts to automate manual referral productivity processing which led to an increase of 50% in the centralized referral team’s daily productivity.Collaborated with stakeholders across DUHS to ensure process and technology alignment as it pertains to referral, radiology, and authorizations.Implemented e-faxing at the centralized referral center saving both time and money for the organization.Run referral reports monthly to monitor referral volume per clinic and escalate trends to clinic leadership.Responsible for ongoing Referral Skills Day training to new and existing referral coordinators.Created and executed a new job description and job title for the referral coordinators that helped to build a clerical ladder as well as better explain the job duties of a DPC referral coordinator.Designed, created, and implemented referral standard work procedures to all referral coordinators in the organization.Provide ongoing coaching to help support the development of each team member.Responsible for oversight of the referral center budget.Held daily huddles to assess the team’s mood, share pause for applause, safety concerns, and discuss new ideas.Implemented continuous improvement ideas utilizing lean principles while encouraging employee involvement.

Oversaw the front office and referral processes of six primary care clinics to include internal medicine, family medicine, and pediatric service lines.Performed daily process observations of the front office staff.Continuously improved on current processes and served as a key figure for development and implementation of standard work using lean principles.Created video visit standard work during the COVID-19 pandemic and trained both certified medical assistants and patient service associates on the process.Developed front desk standard work procedures for all Duke Primary Care pediatric clinics.Created standard work on providing MyChart accounts to teens in Epic; trained all pediatric front desk members, select urgent care CMA’s, fellow service access managers, and other clinic leadership on the process.Participated in performance improvement projects and provided presentations of outcomes in various group settings.Enforced regulatory and compliance requirements (HIPAA, JCAHO, etc.); held accountable for understanding, enforcing and following all internal controls, particularly as they relate to cash management policies and procedures.Provided ongoing training and onboarding for all new and existing front desk team members and referral coordinators both one on one and in a classroom setting.Monitored and prioritized daily referral assignments by utilizing and coordinating staff resources to the fullest capacity.Developed and monitored key performance data monthly in order to perform strategic analysis to support monthly clerical operations (ex. clinic dashboards).Partnered with clinical and administrative leadership to improve clinic success as it pertains to registration quality, copay collection, medical records, virtual visits, and other standard work procedures.

Responsible for timely processing and upkeep of referral queues to include timely processing of all patients referrals within the guidelines of the set standard work.Assisted patients in scheduling their referrals to specialists. Coordinated diagnostic and consultation scheduling with services of other departments to ensure effective patient care and efficient service.Determined the most appropriate provider, service, and location for each referral through the use of scheduling questionnaires.Documented detailed actions taken within the referral in EPIC in a quick and efficient manner.Acquired extensive knowledge of general medical terminology, CPT codes, medical insurance, and managed care plans.Maintained liaison with all levels of administration, physicians and outside organizations to successfully coordinate patient referrals.Cross-trained and demonstrated expertise in completing authorizations.Served as a mentor and preceptor for new staff members.Maintained files and filing, including sensitive and confidential information.Focused on customer service as it relates to patients, family members, visitors, providers and other staff.

Responsible for the timely processing and upkeep of all patient referrals to include obtaining prior authorizations for specialists and diagnostic testing.Processed referrals in a timely fashion, including sorting and processing referrals by indicated urgency and date.Documented and entered all referrals appropriately in patients’ chart.Educated patients on the referral process including their own responsibilities.Coordinated pre-authorizations from insurance companies for diagnostics testing, and collected medical documentation to support the patients' treatments for further review.Collaborated with other departments to assist in obtaining pre-authorization in a cross functional manner.Maintained knowledge of general medical terminology, CPT codes, medical insurance and managed care plans.Ensured optimal customer service and follow through on all patient referral needs to ensure quality patient care.Served as a mentor and preceptor for new staff members.Maintained a friendly and welcoming relationship with all patients, including among others, physicians, physician office staff, and insurance representatives.Cross-trained to answer triage calls, quickly assessed patients concerns and routed their questions to the appropriate team member (CMA, RN, office manager, etc.)Cross-trained to register patients for their appointment, check patients out after their visit, and answer incoming calls at the front desk.

*This was a part-time position while attending SIU. This position was suggested by my professors in order to get entry level working experience in my field of study.Inspected meals served for conformance to prescribed diets and for standards of palatability and appearance. Maintained a clean and healthy environment for food preparation. Set up, arranged, and performed tray line duties. Trained and mentored new employees. Working knowledge of food preparation techniques.Working knowledge of sanitary and hygiene practices governing the preparation of food items.Exceptional customer service skills.Proven ability to work in a quick manner within a fast paced environment.

*This position was part-time (weekends only) while I was attending SIU Support clients; check-in, monitor, assess behavior and overall well-being.Observe clients in day-to-day routines: maintain informal contact and assist when needed.Orient new arrivals to shelter protocols and policies.Ensure flow of critical information including documentation and shift change to communicate any concern.Contribute to the overall cleanliness and upkeep of the shelter.

Responsible for recruiting, on-boarding and training team members to achieve their full potential.Managed and led a team of 5 sales representatives.Modeled excellent customer service by demonstrating and holding my team accountable for developing product expertise and providing the highest levels of professionalism and courtesy to all customers.Continuously assessed and tracked my teams’ performance, which included meeting and exceeding assigned sales goals.Consistently held one-on-one coaching’s to highlight areas of opportunity and create appropriate action plans based on any existing skill gaps.Provided ongoing development, training, and coaching while motivating each team member.Conducted monthly staff meetings to include team building activities.Resolved customer issues and assisted with customer transactions as needed.Successfully and consistently managed store inventory.

*I worked here approximately 30 hours/week while attending Lake Land CollegeProvided exceptional customer service to all customers.Handled store operational tasks and sales goals as delegated by store management.Key holder.

*This was a part-time position I worked throughout high schoolResponsible for engaging customers, being fully knowledgeable about store products and policies, operating point of sale register, accurately recording transactions, handling cash, credit, and other forms of payment, detecting theft and other security risks, and handling inventory. Key holder.