Responsible for managing the customer success team and enhancing customer service strategies, innovating new processes, and managing overall functionality to maximize customer retention and growth. Creating and implementing workflow automations to monitor real-time performance related customer health, customer engagement, and overall customer adoption of our technology.

• Provided consultative expertise to health-care providers on increasing cash flow and productivity. • Worked with physicians' groups, managed care, doctors and hospital administration on performance, compliance, practice, analytic reports, IT, and denial issues. • Directed training and assistance of the clinic's EMR and dictation software applications. • Designed and delivered comprehensive trainings to staff and health-care providers including scheduling, charting (SOAP), CPP… Show more • Provided consultative expertise to health-care providers on increasing cash flow and productivity. • Worked with physicians' groups, managed care, doctors and hospital administration on performance, compliance, practice, analytic reports, IT, and denial issues. • Directed training and assistance of the clinic's EMR and dictation software applications. • Designed and delivered comprehensive trainings to staff and health-care providers including scheduling, charting (SOAP), CPP documentation, reimbursement procedures and various medical software applications.• Managed $600+ million in physicians' billed charges and $211 million in physician's collections through supervision of direct/indirect reports, while also personally handling the tasks of coding, billing, A/R, collections, and payment posting. • Directed daily operations through staff for medical billing and accounts receivable with $500,000 in annual sales and $6 million in patient and third-party payments. Show less

• Ensured multi-site operational excellence, meeting and exceeding client demands, maximizing utilization; consistently achieved divisional objectives and profit expectations.• Overseeing all elements of the operational implementation and management of clinical sites across Ontario, and support operational strategy initiatives such as reviewing clinic growth, progress, and management.• Managed and coached a large staff of 200+ direct reports and indirect reports.• Directed training… Show more • Ensured multi-site operational excellence, meeting and exceeding client demands, maximizing utilization; consistently achieved divisional objectives and profit expectations.• Overseeing all elements of the operational implementation and management of clinical sites across Ontario, and support operational strategy initiatives such as reviewing clinic growth, progress, and management.• Managed and coached a large staff of 200+ direct reports and indirect reports.• Directed training and assistance of the clinic's EMR and dictation software applications. • Provided clinic tours and arranged meetings with administrators, relevant department teams, and other physicians.• Orchestrated the successful expansion from 5 (Athlete’s Care) clinic locations to 24 in 3 years; negotiated lucrative contracts and produced various proposals. • Liaised with senior executives to develop and implement short- and long-term business objectives and opportunities.• A/R, collections, and payment posting. • Directed daily operations through staff for medical billing and accounts receivable with $500,000 in annual sales and $6 million in patient and third-party payments. • Created a detailed physician orientation package, onboarding checklists, and practice agreements; personally conducted new practice orientations thereby expediting onboarding of new physicians.• Acted as the first point of contact for newly hired physicians, answering their questions, assisting in the process of acclimatizing to the organization and culture; anticipated and delivered upon their needs. Show less

Appletree is a network of medical facilities providing comprehensive multi-specialty community healthcare solutions to patients of all ages, providing comprehensive family medicine, access to specialists, or managing chronic diseases. Progressed through roles of increasing levels of responsibility over a 15-year period, helped grow and operate a medical clinic footprint across the Ottawa Region and into Toronto. Intensely involved in other successful business launches (Canadian Health Systems… Show more Appletree is a network of medical facilities providing comprehensive multi-specialty community healthcare solutions to patients of all ages, providing comprehensive family medicine, access to specialists, or managing chronic diseases. Progressed through roles of increasing levels of responsibility over a 15-year period, helped grow and operate a medical clinic footprint across the Ottawa Region and into Toronto. Intensely involved in other successful business launches (Canadian Health Systems Inc.) and partnerships (Athlete’s Care Sports Medicine Centres), each which were complimentary to Appletree Medical Group.• Instrumental in the growth of Appletree, consistently opening new locations each year and ultimately expanding from 5 locations to over 30 locations. • Established strategic alliances and partnerships with the business community and other physician referral sources.• Applied a variety of creative and effective recruitment methods in sourcing target physicians i.e. (social networking, job fairs, advertisements, universities, job boards, community resources); identified potential candidates via cold calls, leads from physicians, visiting training programs, specialty meetings / career fairs. • Represented the company at conferences and other events, responded to customer complaints or questions, and provided on-site training (e.g.: clinic procedures, EMR, etc.) to new physicians. • Provided clinic tours and continual assistance to newly hired physicians, assisting in the process of acclimatizing to the organization and culture. Show less

• Coordinated and managed the on-boarding process including communications with new hires, setting up resources, WHMIS, AODA and OHSA training.• Participated in the development and utilization of appropriate tools and framework to support effective and timely employee performance reviews across the entire company.• Designed and developed creative, high-quality, interactive learning content for remote and classroom training including lesson plans, facilitator guides, participant… Show more • Coordinated and managed the on-boarding process including communications with new hires, setting up resources, WHMIS, AODA and OHSA training.• Participated in the development and utilization of appropriate tools and framework to support effective and timely employee performance reviews across the entire company.• Designed and developed creative, high-quality, interactive learning content for remote and classroom training including lesson plans, facilitator guides, participant materials, videos, practical exercises, engaging activities, training handouts, interactive eLearning, and evaluations.• Delivered and facilitated group training, onsite training, web/video conference, and one-on-one training.• Ensured all recurring training modules were updated on a regular basis to encompass program, service delivery, procedural and technology changes.• Provided follow-up coaching, ongoing support and refresher training as required.• Ensure the timely handling of formal grievances, contract interpretation and administration, employee disciplinary matters, and internal complaints Show less

Responsible for effective and efficient day-to-day business activities of multiple clinic locations. Worked closely with central administration; organized, and monitored the work of support staff, coordinated workflows, implemented, and approved appropriate systems, policies, and procedures to maintain service and quality standards, and acted as a resource to clinicians and staff. • Supervised day to day activities of administrative staff including patient scheduling, registration… Show more Responsible for effective and efficient day-to-day business activities of multiple clinic locations. Worked closely with central administration; organized, and monitored the work of support staff, coordinated workflows, implemented, and approved appropriate systems, policies, and procedures to maintain service and quality standards, and acted as a resource to clinicians and staff. • Supervised day to day activities of administrative staff including patient scheduling, registration, financial counseling, medical records, billing and collection, data entry and processing, and P&L.. • Ensured appropriate staffing schedules for day-to-day operations. • Monitored and assessed staff performance and quality of work; actively engaged with employees to improve policy and procedural adherence and to promote an elevated level of patient satisfaction and customer service.• Produced, implemented, and upheld office policies and procedures to ensure regulatory compliance with HIPAA, ESA, AODA,WHIMIS, WSIB, etc. • Interviewed, hired, and trained a productive medical office team of administrators and clinicians.• Coordinated staff meetings for administrative and clinical staff; coordinated logistics for external meetings and conferences (i.e.: trade shows). • Ensured patient satisfaction, including troubleshooting complaints and developing process improvements to prevent recurrences. Show less

Performed a range of clerical and clinical tasks to maintain organization and keep the health care facility running efficiently. In addition, performed a variety of clinical tasks under the direct supervision of physicians. • Performed various clerical tasks including scheduling patient appointments and confirming future appointments, answering phone calls, fielding and/or responding to patients' questions, filing, and maintaining patient records.. • Greeted patients and provided… Show more Performed a range of clerical and clinical tasks to maintain organization and keep the health care facility running efficiently. In addition, performed a variety of clinical tasks under the direct supervision of physicians. • Performed various clerical tasks including scheduling patient appointments and confirming future appointments, answering phone calls, fielding and/or responding to patients' questions, filing, and maintaining patient records.. • Greeted patients and provided compassionate patient support, care, and attention; interacted with patients to document their medical history; triaged patients prior to their consultation with the doctor, prepared exam rooms; recorded patient symptoms and vital signs for physicians' review during clinical exams. • Assisted physicians during routine checkups, outpatient procedures and other physical exams, including documenting physician’s notes. • Collected tissue and fluid samples and arranged for laboratory analysis.• Prepared and administered medications under the direction of the supervising physician. • Maintained medical inventory and ensured the proper sterilization and storage of surgical tools and supplies. Show less

Canadian Health Systems Inc. EMR software vendor deploying EMR Systems and providing end user training for healthcare facilities located throughout Ontario and Alberta. Assisted in the planning, development, and deployment of EMR training from go-live preparations to post go-live operations.• Managed EMR deployment projects, including a complex project involving deployment at 12 Alberta locations, over a 8-week period; assessed clients computer hardware needs and organized required… Show more Canadian Health Systems Inc. EMR software vendor deploying EMR Systems and providing end user training for healthcare facilities located throughout Ontario and Alberta. Assisted in the planning, development, and deployment of EMR training from go-live preparations to post go-live operations.• Managed EMR deployment projects, including a complex project involving deployment at 12 Alberta locations, over a 8-week period; assessed clients computer hardware needs and organized required installations. • Created project work plans; planned and conducted design sessions with key users and translated needs into a system solution; identified potential interface or system interoperability issues and resolved with the project team. • Ensured the EMR was being utilized effectively and all end users were able to confidently use the software; worked with end users and the EMR software vendor to facilitate system updates and ongoing improvements.• Analyzed, developed scenarios, designed, built, tested, validated, and provided ongoing support for Electronic Health Record applications. • Created training support documentation and materials including: Training Manuals, Handouts, Comprehension Tests, Certificates of Completion, Training Evaluations, Training Orientation Checklists, Supervisor and Trainee Follow-Up Surveys, Tip Sheets, and Reports for Error Rate Monitoring. • Designed and delivered role specific training: Systems Training, Computer Basics, Super-Users, Dictation System, Physicians/Nursing Staff/Physician Assistants, Administrative Staff, EMR Go-Live, Remedial / Refresher Training, New Employee Training, As Needed (System and Procedural Updates). • Worked with vendor and EMR team to configure, test EMR, and further develop clinical functionality, ultimately navigating several significant new releases/updates of the software during tenure in the role. Show less