Hope Murray Email & Phone Number

Vancouver, Wa

Key Achievements• Improved CQ Measures at Fourth Plain location from 14 to 21 within 15 months• Improved patient satisfaction by 10%Responsibilities• Responsible for overall financial viability, operations and management of Primary Care Clinic, including management of revenue and expenses• Provides leadership and direction to all clinic staff, including providers and physicians, with a focus on an interdisciplinary and preventive approach to care, including on-site behavioral health• Assure smooth day-to-day operations of clinic services • Focus on HEDIS/UDS quality improvement measures as outlined in contractual agreements and NCQA guidelines, meets or exceeds JACHO requirements• Monitor patient satisfaction, review survey results, utilize data to identify opportunities for improvement using the PDSA methodology• Provide problem-solving resolution to staff and providers specific to the needs of underserved populations

Portland, Oregon Area

Key Achievements• Improved turnaround of change requests by 25%• Successful implementation of new dental softwareResponsibilities• Oversight of Implementation Team; provided project management expertise to employer groups who provide life, accidental and dental insurance products to employees • Oversight of Enrollment Team; processed life & dental insurance documents; processed initial enrollment and change requests; provided customer service to employers and their employees.• Acted as liaison with third party dental administrator in implementing new dental software• Enrollment Lead/Subject Matter Expert in implementation of new life product software

Vancouver, Wa

Clark County Health plan contracted with the State of Washington for the Apple Health (Healthy Options) Medicaid Managed Care Program and Health Care Authority for Washington Basic Health Plan.Key Achievements• Project Management of NCQA Accreditation for Medicaid Managed Care – successful survey and accreditation• Successful Implementation of claims adjudication system• Successful Implementation of new TPA line of businessResponsibilities• Project Management of Health Care Authority Contract for Medicaid Managed Care• Provided oversight of operational areas of Member Services, Claims and Eligibility Department for all lines of business, Medicare Advantage, Medicaid Managed Care and Self-Insured Employer Group.• All listed in addition to the responsibilities of previous position

Vancouver, Wa

Clark County Health plan contracted with the State of Washington for the Apple Health (Healthy Options) Medicaid Managed Care Program and Health Care Authority for Washington Basic Health Plan.Key Achievements• Led NCQA Accreditation project team toward achieving accreditation of Medicaid Managed Care Plans• Provided oversight of Medicaid expansion into Pierce & King Counties in 2011 & 2012Responsibilities• Oversight of operational areas, Member Services call center, Claims and Enrollment Departments; provided mentoring, coaching, and leadership to direct reports• Implemented Board Goals and Strategic Planning pertaining to operational areas• Provided oversight of three large operational department budgets • Acted as a liaison with network provider offices; provided grievance resolution• Developed call center quality score card, tied to staff performance• Assisted in securing and implementing new claims adjudication software• Assisted in implementation of new phone systems• Assisted in implementation of document storage system• Led Project Team in applying to CMS for Medicare Advantage • Led and implemented large employer self-insured line of business to include developing network, contracting, enrollment activities and care coordination

Vancouver, Wa

Clark County Health plan contracted with the State of Washington for the Apple Health (Healthy Options) Medicaid Managed Care Program and Health Care Authority for Washington Basic Health Plan.• Provided hands-on leadership and direction for three operational departments, Claims, Member Services and Enrollment Teams for Medicare Advantage Delegation contract and Medicaid Managed Care• Developed strategies to meet Health Care Authority contractual goals• Acted as liaison with Secure Horizons Medicare Advantage Delegation Activities• Developed quality audit and monitoring goals, call center expectations, claims accuracy and timeliness guidelines, provider grievances, enrollment accuracies• Eliminated overall FTE by 3.0 on claims team through PDSA process improvement

Vancouver, Wa

The Vancouver Clinic is a large multi-specialty clinic with several locations.• Provided oversight for all functions related to risk contracts, such as Referral Management, Claims Adjudication, Concurrent Review, and Reporting • Provide mentoring, coaching and leadership for all staff • Provided education to clinic providers, including newly hired providers regarding managed care• Acted as liaison between Vancouver Clinic and risk health plans • Led and facilitated weekly meetings with Patient Care Committee• Implemented new practice management system, Misys• Responsible for departmental budgets

Battle Ground, Wa 98604

• Responsible for all operations of the Family Practice Clinic, including radiology, lab; • Worked closely with office physicians to achieve individual and clinic revenue goals• Responsible for A/R, collections, insurance billing and obtaining of authorizations.• Assisted in creating new building site and eventual remodel due to growth, allowing for the addition of services, providers and staff