Kristen Smith Email & Phone Number

Asheville, North Carolina Area

Practice Support CoachTechnical assistance for providers seeking certification in Medicaid Tailored Care Management.▪ Coach provider teams who pass initial desk review in prep for NCQA site review.o Educate providers on all NCQA TCM protocols and site review expectations.o P&P and workplan guidance, review and edits.o Weekly meetings to review all documents and address questions and concerns from providers.o Mock site reviews for live site review prep.▪ NCQA readiness review preparationo Address possible questions, concerns, and deficiencies.o Outline next steps and ongoing practice support, including operationalizing P&Ps, QI development, staffing implementation and HIT workplan finalization.Quality Improvement Coordinator and Educator▪ Responsible for coordinating quality management efforts including development, implementation, education, data collection and analysis.▪ Worked with QI team to plan, design, implement, and maintain a comprehensive Continuous Quality Improvement program. ▪ Educated new staff, including providers and residents, regarding QI systems and requirements.▪ Met with various workgroups and departmental team members to identify and problem solve QI issues.▪ Monitored efforts to ensure compliance with QI standards. ▪ Reviewed medical records and other documentation to ensure quality care. ▪ Developed reports and evaluated data to identify QI opportunities and risk management issues.▪ Monitored utilization and service quality through HEDIS quality measures, payer/provider/patient satisfaction surveys, and complaints.

Hendersonville, Nc

Partnered with revenue cycle to dramatically improve revenue while decreasing preventable write-offs and terminal denials. Contributed to margin improvement plan through development of initial Medicare Transition of Care process. Started construction of Epic Optimization team-EHR support for entire network. Partnered with Education Department to devise Transgender Awareness training for hospital nursing and Physician Network teams. • Formulated customer service representative workflow to condense eligibility and registration variances by 30% and lessen days in accounts receivable (AR) by 14%. • Boosted Annual Wellness Visits (AWV) by 50% through teamwork with CBO, Epic Optimization team, and process improvement. • Augmented patient volumes and referrals through schedule and referral management by managing expectations to meet minimum of MGMA 50th percentile and increasing internal referrals by 20%. • Originated and enhanced processes within Bariatric and Weight Loss Department to meet center of excellence goals. • Met Press Ganey “Likelihood to Recommend” goals for Primary Care departments in 2018. • United Way Rising Leaders graduate and oversaw remodel and opening of Adult & Family Medicine in Laurel Park and Pardee Internal Medicine move and renovation.

Transitioned new and currently acquired private practices to UCLA Health & Redesign project policies and procedures. Ensured practices in operations, customer service, branding, and management aligned with project goals. Created and displayed complete reports for leadership. Designed extensive redesign manual, detailed spreadsheet, and report templates and training materials. • Improved professionalism of medical and administrative staff by coaching them on best practices. • Heightened observation scores and patient satisfaction, as well as decreased denials due to information being captured at the front desk through regular training of all Primary Care and Specialty departments. • Engineered data capturing tools and reports to show accomplishments and improved scores. • Served as CareConnect (Epic) Super User to support newly acquired practices during EHR transition and facilitated practice staff in navigation of system and data collection.

Greater Los Angeles Area

Performed hospital and private practice risk assessments and assistance with risk management functions. Developed effective policies and procedures. Facilitated mediations and allocated legal referrals. Performed accounts receivable and billing practices for improvement. • Trained and brought satisfaction to customers through use of HIPAA compliance manual and training program.

Century City, Ca

guarantee improved IT security and processes. • Condensed costs by 30% through diplomatic vendor contract analysis and cost-reduction negotiations. • Conceptualized and established office-wide protocols and training to ensure employee compliance and efficiency in the office. • Restructured accounts payable and receivable bookkeeping for timely and efficient payout. • Updated OSHA, HIPAA, and Sexual Harassment Awareness training. • Amplified staff retention through salary research to ensure competitive salaries.

Los Angeles, Ca

Established monthly financial analyses to measure and report cost management activities accurately. Created monthly community service program through donations and staff education of program recipients. • Lessened office/medical supply costs by 35%, as well as augmented income through audits of billing practices and denial rates. • Introduced new program for overhead formulation to devise reasonable allocation among MDs. • Captured better data as well as improved analytical work and processes by studying and reorganizing accounting/bookkeeping systems. • Augmented IT security, communications, and data management systems for better management of internal IT issues such as EMR, email, and shared drives. • Fueled continuous improvement by implementing multiple internal policies and procedures to increase efficiencies, employee training program to improve knowledge management and customer service, and employee handbook to enhance communication. • Boosted communication and operational processes through establishment of employee and partner meetings. • Increased employee contributions by 40% through management of numerous HR matters.

Santa Clarita, Ca

Delivered thorough financial analysis and reports for monthly partnership meetings. Teamed up with print and on-air media to further improve marketing and business development programs. Governed distribution of billing and accounts receivable programs for three sister companies. Addressed all HR issues. • Upgraded supply chain management to reduce loss and mismanagement of supplies. • Increased annual sales each year for Day of Creating Beauty.

Glendale, Ca

Hired, coached, and supervised clinic managers at multiple sites. Organized ideas to established business plan for cosmetic dermatology service line. Outlined operational systems for policy and procedure adherence. Swiftly provisioned reports and action plans for multiple projects at weekly and monthly VP meetings. • Modernized and established training programs for clinic sites such as POS accounting and inventory system, narcotics abuse in pain management patients, and HR resolution for site managers. • Produced attractive marketing materials and promotional events for Los Angeles Bridal Event and Sheraton Employee Health Event.

Beverly Hills, Ca

Formed office and staff training manuals, as well as managed QA and compliance programs. Architected tracking system for workers’ compensation authorizations. Updated workers’ compensation programs to adhere to new laws. Orchestrated clinical trials and searched for clinical trials opportunities. • Increased revenue as well as operational and patient satisfaction through creation of administrative systems.

Ba, Psychology, Criminal Justice

Amnesty International, Member

Pne, Nursing