Charlene Duke, Chm, Bsha Email & Phone Number

United States

Louisiana, United States

New Orleans, Louisiana, United States

Oversee daily operations and administrative functions for high-profile orthopedic clinics, ensuring seamless coordination with Tulane University Athletic Trainers and athletes. Lead and developed a team of 23 direct reports, fostering collaborative environments and promoting efficiency. Implement and manage EPIC electronic medical record systems to streamline patient information handling. Optimize surgeon schedules, maintaining meticulous oversight to guarantee surgical preparedness. Administer inventory control and financial reconciliation for athletic trainers, upholding fiscal responsibility. Act as primary contact for LCMC, P.A.C.T, PT Solutions, and Tulane Medical School, strengthening partner relationships.*Spearheaded the launch of Tulane Ortho Clinics first call center, decreasing the call abandonment rate from an average of 11% to 4% in the first 30 days of going live.*Reduced technical charge claim discrepancies by 85%, ensuring accuracy in billing and financial reporting.*Assisted the Epic HB and PB team to build workflow for Platelet Rich Procedure*Partnered with Tulane University Athletic Department to coordinate care with TUMG and LCMC

Metairie, Louisiana, United States

Managed primary care clinic operations, aligning with value-based care principles to deliver patient-focused services. Enhanced operational efficiencies through strategic initiatives, optimizing resources and improving patient outcomes. Directed daily activities, including budgeting, financial analysis, and inventory management, while ensuring compliance with regulatory standards. Led and developed healthcare team, fostering culture of excellence in patient care and service. Integrated technology with clinical and administrative workflows, boosting patient engagement and care continuity. Executed quality improvement programs, conducting audits and monitoring KPIs for industry compliance. *Updated antiquated workflows, closing care gaps to meet Medicare Quality Metrics.*Spearheaded strategic planning discussions, delivering pivotal insights and recommendations that optimized service delivery, expanded programs, and significantly boosted patient enrollment.*Maintained comprehensive knowledge of healthcare policies and reimbursement models, applying insights to enhance clinic operations.*Teamed up with finance experts to analyze clinic metrics, pinpointing avenues for cost reduction, revenue augmentation, and process refinement.

New Orleans, Louisiana

• same as above job description

New Orleans, La

Directed recruitment, hiring, and training processes for medical and administrative personnel, maintaining a high-performance team atmosphere. Negotiated with vendors for medical supplies and equipment, optimizing costs and ensuring uninterrupted clinical service. Implemented strategies to enhance patient experience, leading to improved satisfaction scores. Maintained compliance with healthcare regulations and quality standards through continuous industry research and best practice application.*Coordinated day-to-day operations of high-volume multi-specialty clinics, ensuring efficient patient flow and reduced wait times in Primary Care and Specialty departments. *Contributed to financial stability by overseeing administrative activities and optimizing billing processes.

Metairie, La

Facilitated clear and effective communication with patients regarding appointment details, inquiries, and concerns, contributing to higher satisfaction levels. Liaised with healthcare professionals and insurance entities to secure necessary authorizations and pre-certifications, promoting efficient medical service delivery and expediting insurance claims. Mentored new patient access representatives, equipping them with the skills required for proficient job performance.*Streamlined patient registration and check-in processes to enhance patient experience and reduce waiting periods. *Contributed to quality improvement measures by identifying and implementing procedural advancements, leading to greater operational efficiency and error reduction.

Greater New Orleans Area

• Responsible for driving the retail sales channel for Cox products and services while ensuring customer satisfaction and loyalty. Handling customer inquiries, upgrades, downgrades, and complaints regarding billing and orders. • Daily Face to face customer contact.• Assumed receptionist duties, greeted public and referred them to appropriate staff members, answered phone, routed calls, and took messages.• Assisted staff with administrative duties as requested.• Severed as a strategic partner in the overall operation of the organization by training all new employees on the system database (ICOMS, POS and ORACLE) operating systems• Assisted with completion of necessary statistical reports as requested.. • Exceeds growth and profit objectives by maximizing the retail sales of individual and bundled Cox video, voice, and data services. • Assist with various program operations (such as program pilot testing) as requested as responsibilities permit.• Maintained appropriate interpersonal relationships with employees, peers, and consumers.• Daily Cash handling, maintained accounting (customer payments, accessory sales, charges and credits) at the beginning and ending of every shift

Health Management Certification, Health/Health Care Administration/Management, 3.67 Gpa

Health Management Certification

Bachelor Of Applied Science (B.A.Sc.), Health/Health Care Administration/Management, 3.16 Gpa

High School Diploma, College Prep

Los Angeles, CA