Oversee the day-to-day management of operations within access intelligence.Design and implement a comprehensive provider capacity and scheduling template management program for healthcare customers.Develop analytical tools and reports to assess provider capacity against access goals and productivity requirements.Formulate best practices for scheduling templates to optimize provider time and resources.Establish a governance structure for template change requests based on guiding principles and contractual arrangements.Create and maintain policies and procedures for template management.At Hummingbird, we’re elevating patient access so patients can get healthcare how, when, and where they need it. We partner with healthcare systems to transform how patients access care, enabling their providers to focus on what matters most – caring for patients. By managing patient access as a technology-enabled service, we help health systems stabilize costs and improve patient experience while creating good jobs that attract and retain talent in the industry. Our team of experts is obsessed with the connection between the people, processes, and technology that make healthcare organizations hum. Let’s take flight. Together.

Oversee the successful and timely implementation of patient engagement and scheduling software for clients by collaborating with internal and external cross-functional and geographically dispersed teams.Assist healthcare clients with developing software configurations designed to optimize client workflow efficiency and patient experience by utilizing product knowledge combined with previous healthcare operations experience.Simultaneously manage 30+ projects ranging in scope of single provider practices to Enterprise-level practices employing hundreds of providers across a variety of medical specialties.Work alongside Sales and external vendors to understand client needs as related to product functionality, configuration, and usage.Collaborate with Product and Programming teams to develop and implement product enhancements based on optimizing product usage for patient and internal/external clients.Provide ongoing client support to Enterprise-level clients, including troubleshooting product issues, onboarding additional providers/locations to existing accounts, and enhancing client configurations to better meet client needs as those needs evolve.Collaborate with internal stakeholders to develop and implement process improvements to increase workflow efficiency.Develop new and provide update recommendations to existing SOPs.Provide coverage support for and engage in team leadership activities as needed.

Maintain Practice Management system configuration at Enterprise-level, with emphasis on set-up impacting patient account and communication management, RCM, and scheduling practices.Serve as Project Manager for integrating new EHR and patient communication systems and associated workflows to multiple clinic sites.Implement new technologies and systems to improve patient interaction and RCM experience and increase operational efficiencies.Conduct process analysis and develop and implement training materials and SOPs to standardize workflows, while collaborating with legal counsel to ensure compliance with multiple states’ laws, HIPAA, and ASRM recommendations.Responsible for providing oversight of all front office operations and staff across a nationwide network of fertility clinics.Coordinate network reporting and management of HIPAA breach incidents to HHS/OCR through collaboration with local Practice Administrators, C-suite leadership, and Privacy AttorneysPerform regulatory review of patient consents to manage legal risk to the network.Develop new reporting of individual and network performance metrics to provide to clinics, physicians, and executive leadershipCollaborate with various business departments – IT, HR, Marketing, Clinic and Laboratory Operations, Revenue Cycle – to meet network-wide objectives.Analyze patient survey results and collaborate with clinic and executive leadership to address negative feedback trends.

Directly responsible for all operations of the practice’s Patient Service Center, including the centralized registration and scheduling department, medical records department, and call operators.Meet operational KPI and budget expectations.Provide first- and mid-level HR oversight to multiple departments.Develop departmental and enterprise-wide policies and workflows.Collaborate with clinic managers to improve patient volume through physician schedule optimization, scheduling preference management, and clinic process improvements.Responsible for site implementation of new software and serve as primary operations contact for these vendors.Developed KPI and operational reporting methods for executive leadership.Created and implemented leadership development program for non-managers throughout the organization.Work with various business departments – IT, HR, Marketing, Clinic Operations, Revenue Cycle Management – to meet practice-wide objectives.Repeatedly set new operational efficiency records through the application of Lean methodologies.

Responsible for overall operations, HR, financial, and clinical outcomes for two clinics.Perform all HR tasks, including employee interviews and job offers, coaching and disciplinary actions, and terminations.Review clinical, financial, and employee training data and develop and implement improvement plans in needed areas.Responsible for investigating all patient grievances and worked with interdisciplinary team on resolving the issues and developing improvement plans to prevent reoccurrence.Collaborated with CSS, Clinical Coordinator, and Medical Director to ensure adherence to CMS guidelines and DaVita policies in regards to all clinic operations, patient clinical outcomes, and training.Provided oversight of inventory and scheduling practices and developed clinic operational efficiencies to meet financial and budget expectations.Allied with clinic physicians to grow clinic census and address patient needs.Coordinated with Regional FA team to address their operational needs and provide managerial mentoring.Regional winner of 2016 Wall of Fame competition.

Responsible for overall facility operations and compliance.Provided direct and indirect oversight of all staffing activities, including hiring, training, development, and performance management in conjunction with Assistant Managers.Increased donor collections to record numbers by developing and implementing effective operational practices and creative marketing opportunities.Coordinated center activities to meet Key Performance Indicator expectations through collaboration with center leadership team and corporate departmental staff.Collaborated with Quality Assurance department in ensuring center compliance with corporate and external agency regulation and developing CAPAs as needed.Successfully achieved certification from various auditing agencies, including FDA, CLIA, and PPTA.Coordinated all on-site activities for remodeling projects and new location opening through collaboration with various corporate departments.Served as point of contact for donor complaints and worked with leadership team to prevent complaint from reoccurring. Provided managerial oversight on training activities for center staff through collaboration with Training and Development Coordinator.Participated in multiple new center openings, providing support in completing managerial activities and functioning as lead trainer and Plasma Academy Facilitator to staff, and coordinated the implementation and training of new electronic donor database.Progressively promoted through management from Center Supervisor - Assistant Center Manager - Center Manager