Directed staff of 87 employees with the daily operation of pre-registration, benefit verification, preauthorization, and patient pre-payment,responsibility for all admission/registration actions for one of the largest hospitals in South Texas. Measured the effectiveness and efficiency of staff performance while monitoring key metrics. Utilized the planning, analysis, design, development, implementation, and evaluation (PADDIE) approach to interpret and convert fiscal and account revenue training requirements into consolidated hospital facility training objectives. Uses problem solving skills to resolve and navigate complex debt collections and other billing problems for patients receiving healthcare with out of network insurances. Identified gaps in current processes and implemented standardized protocols across 13 points of entries of a 1,625-bed facility.Key Accomplishments:• Consolidated three specialty clinics into one point of entry; eliminating two FTEs and reducing overtime usage.• Provided in-depth analysis of patient experience metrics and qualitative data to facility's senior executives and key stakeholders; developed multiple initiatives which improved the facility's patient experience scores from bottom tier to top 5% in the division.

Directed staff of 17 employees responsible for direct patient administration functions (paper medical records, coding, medical clearances, appointments desk, Health Insurance Portability and Accountability Act implementation, Release of Information, and Patient Relations) for 52K enrolled beneficiaries of the largest ambulatory surgical care facility in the Department of Defense. • Responsible for measuring and assessing clinical activities to improve clinical product-line performance and Health Plan Employer Data and Information Set (HEDIS) measures for the AF's largest ambulatory surgical center• Pioneered automated specialty care referral booking data entry used to expedite specialty care referrals reducing turnaround time from 21 days to 24 hours; cut workload by 75% and save $150K annually on staffing needs• Ensured compliance of Patient Administration functions for Joint Commission on Accreditation of Healthcare Organization, Accreditation Association for Ambulatory Health Care, and Air Force Health Service Inspection• Acts as a liaison between Military Treatment Facility (MTF), TRICARE Lead Agent, TRICARE Management Activity (TMA) and other agencies to resolve various beneficiary claims issues.• Uses problem solving skills to resolve and navigate complex debt collections and/or billing problems for patients receiving healthcare from network providers at civilian facilities .• Coordinates and provides beneficiary counseling for elective medical care and elective medical procedures in the TRICARE South Region (TROSOUTH).

Led 16 member team with the administrative support with high-quality, accessible and cost-effective healthcare services for 5K beneficiaries. Managed 7K medical records and several high visibility programs to include Admission and Dispositions, Medical Evaluation Board, inpatient records, Release of Information, Line Duty program, casualty reporting and quarters notification. Maintained direct oversight of medical record coding completion and compliance. HIPAA compliance officer and Medical Records Review Committee member.• Chaired Failure Mode Effect Analysis Working Group; identified and fixed records distribution problems, improved chart availability for professional staff by 21%• Served as group practice’s Patient Advocate successfully resolving 275 patient complaints/concerns• Directed and mentored staff of 16 employees responsible for oversight of TRICARE Managed Care contract providing $21M in direct/purchased healthcare for 5K enrolled beneficiaries in the direct military group practice in an overseas market area.• Enhanced specialty care network by establishing an agreement with Wonkwang University Hospital and Gunsan Medical Center in South Korea for Department of Defense beneficiaries under TRICARE International Overseas Program • Advisor to group practice’s Board of Directors on all manage care contracting issues

Directed and mentored staff of 12 employees responsible for internal budget controls, human resources, medical expense reporting, billing, collections, data analysis, data quality, and support agreements with other organizations in the community for the 325th Medical Group. Responsible for life cycle strategy, inventory management, asset utilization, capital planning, and Fiscal Year 16-20 strategic budget submission to Air Force corporate leadership.• Managed the execution and balancing of a $18M annual budget for service/personnel contracts, travel budget, and office supplies.• Developed a financial/human capital five year execution plan which secured $5M in contract funding and realigned 40 employees; increased clinic access and productivity standards by 55%• Boosted the organization bottom line by $700K by improving billing and collections from third party insurance• Chaired Data Quality program; ensured National Committee of Quality Assurance compliance; tracked patient safety, access, and expense metrics

Supervised eight military personnel and managed five civilians. Maintained oversight of 5K medical records and appointment desk coverage. Assembled disability cases in a timely manner and coordinated service connected medical care for Air Force members for Line of Duty conditions. • Trained 200 staff members and patients on the Health Insurance Portability and Accountability Act as the Privacy Officer • Managed 1.2K annual disclosures with the release of information program • Maintained communication between governing boards, medical staff, and department heads by attending board meetings and coordinating interdepartmental functions. • Streamlined medical records process, instituted scanning solution, eliminating 25 feet paper backlog; record availability reduced from weeks to hours; avoided patient safety issues

Management of military personnel data system, performance appraisals, evaluations, decorations, government travel card, defense travel system, drug demand and reduction, disinterested drug inventory, report of survey, and resolution of personnel related issues.• Provides oversight of 9 subordinates in their assigned tasks, 8 major areas and 40 functions• Extensive knowledge and aggressive management of personnel and resources in a medical treatment facility

Provided medical and dental care for 24,000 joint coalition forces for a war-zoned level III trauma center, the largest in Iraq. Maintained oversight and guidance on the creation, maintenance and completion of inpatient medical records for a 43-bed inpatient facility, ensuring the records met accrediting and regulatory agencies standards such as the Joint Commission on Accreditation for Hospitals (JCAH).• Led 9-member medical administration team responsible or the transport and tracking of wounded, ill and injured warriors. • Prepared and submitted 788 bed status reports allowing the expedited transport of over 2,900 injured/ill OIF patients. • Facilitated evacuation of combat casualties to definitive care within 24 hours of injury maintaining a 98% survival rate. • Ensured accurate coding of all procedures and diagnoses according to the International Statistical Classification of Diseases and Related Health Problems (ICD-9) classification system to ensure maximum reimbursement to hospital, and affixing of appropriate signatures to the record. • Conducted daily casualty reporting to higher commands for next-of-kin notifications. • Secured all valuables for return to family of deceased warriors