India Marshall Email & Phone Number

Charlotte, North Carolina, United States

Novant Health is an integrated system of physician practices, hospitals, outpatient centers, and more – each element committed to delivering a remarkable healthcare experience families. With world-class technology, personal connections, and care that’s easier to access and understand, Novant Health is with patients every step of the way on their journey to health and wellness.During my tenure at the clinic I was accountable for driving a process focused approach which delivered backlog execution, quality and predictable results across all patient and healthcare operations in relations to COVID-19. This role came about after my promotion to serve as the clinic’s COVID vaccine pilot to lead and create processes for scheduling and dissemination throughout the COVID-19 crisis to streamline vaccine information documentation for parents and staff alongside senior clinical management officials.My day to day operations allowed me to drive culture of milestone management, utilizing updated systems & tools grow culture of patient and health centric project management teams. A means which served as form of accountability to delivering results. During my tenure, I ensured that I was able to meet and comply with the establish culture of safety and compliance to better deploy appropriate project management resources for successful healthcare operations experiences.Accomplishments Include:- Implemented strategies to optimize scheduling capacity and decrease scheduling errors; revamped the clinic’s scheduling workflow an effort that resulted in maximizing schedule capacity by +30%, allowing for clinic staff to receive COVID tests 2-3 days earlier.- Served as the clinic’s lead project and program coordinator to enhance cross-functional team operations including, but not limited to creating scheduling protocols, triaging nurse workflows for 25+ nursing staff, and overseeing patient data inputs across the clinic.

South Carolina, United States

I was appointed to serve in this role three (3) years shortly of leading operations. Here I was able to better manage daily operations of Family Medicine clinic in a rural underserved geographic location consisting of two practitioners and 5 direct report team members. A range of my operations included but not limited overseeing all facets of the project and operations lifecycle. This role ultimately allowed me to serve both as a project management leader while also enhancing my business development skills. It was through this role that I was able to develop a strategic 3 year operating plan for financial growth in partnership with the lead clinic physician and regional manager. On the community driven side of my operations, I was able to foster a relationship between the organization and community by identifying community needs through educational healthcare events.One of my greatest accomplishments in the role is extended across diverse teams. I was able to streamline healthcare operations from end to end including, but not limited to patient communications, staff development, and mitigate patient barriers. As a result of my efforts and continued strides, I was promoted to serve as the patient services manager in less than two (2) years of leading healthcare operations.Accomplishments Include:- Mitigated financial errors to transform enterprise-wide finances; transformed the clinics operational finances strategy to a net profitable status within two (2) years of operations, driving revenue by +110% in 10 months, an effort that did not exist for five (5) years.- Administered existing protocols to ensure that they were in alignment with healthcare industry best practices; introduced telehealth and strict safety protocols, a process that was new to the clinic serving as a blueprint that aided in driving care and profitability by +87%.

Shortly after my graduation, I was able to join the enterprise and put my newly acquired skills to use. My initial role appointment allowed me to serve as a liaison between business teams and healthcare program and project management professionals. In specific, I was appointed to process referrals and act as communication liaison between clinics, patients, healthcare providers, and insurance agencies to ensure properly delivery of healthcare services. All of which would be utilized as a means to better analyze existing processes and develop recommendation and process improvement reports for Neuroscience and Orthopedic Services Lines.Due to my efforts in alignment with the expectations of the role, I began leading operations as a Health Float Pool Patient Services Coordinator III, a role that allowed for the monitoring and development of patient services. As evident by my individual and organizational key performance indicators, I was promoted to serve as a Patient Services IV in less than 13 months of leading operations. A means that usually takes 2+ years. Accomplishments Include:- Analyzed existing business processes and workflows to develop recommendations and process improvement reports; translated findings into a new referral service line to protect the integrity of outgoing referrals, serving as an outline to drive internal referrals by +30%.- Directed the patient project and program lifecycle from inception to finalization, including, but not restricted to processing 50+ daily referrals, overseeing the referral process for Neuroscience and Orthopedics across eight (8) clinics, and mitigating reporting risks.

Winston-Salem, North Carolina, United States

Essential Life Connections (WINFORD BROWN RAMSEUR & ASSOC) is a behavioral health agency in Statesville, North Carolina. The NPI Number for Essential Life Connections is 1316359961. Behavioral health centers are responsible for assuring the delivery of community based mental health, mental retardation, substance abuse and/or behavioral health services to individuals with those disabilities.This role my first exposure to the world of healthcare. Here I was able to oversee claims submissions, processes, and streamline administrative duties while managing complex calendars and schedules of physicians and providers who provided services for a diverse patient populations.Through my daily doings I was able to oversee the claims submissions process from end to end, a process that consisted of collecting demographic information, co-payments, and verifying insurance. Shortly after these efforts, I was appointed to individually manage to direct billing and claims operations exceeding $500K+ in yearly revenue during tenure.Accomplishments Include:- Recorded cross-functional operations and processes for physicians’ providers to better serve patients across the clinic; enacted the clinic’s Y’13 through Y’15 project management frameworks to better serve a population of 200+ patients during tenure.- Conducted gap analysis research throughout the enterprise to ensure that healthcare and patient operations followed the project management strategies set forth by program and project managers; mitigated analysis gap outcomes across 5+ cross teams.