Lauren Gentry Email & Phone Number

Remote

• Conduct needs assessment, gather stakeholder input, and determine and uncover new opportunities for process improvement.• Identify, scope, and accomplish projects that aim to reduce costs and improve the experience of important partners through operational and strategic improvements.• Refine operational processes for program oversight to ensure compliance and scalability.• Support leadership by guiding decisions and implementation.• Evaluate and interpret business data and metrics to proactively support business decisions.• Ensure all new or updates to current processes are clearly defined and appropriately communicated.

Remote

• Provided supplemental non-clinical role coverage for service offices which have an open position or are in the midst of a growth cycle, requiring additional support.• Provided role-based non-clinical training for new staff and/or staff in need of additional resources.• Supported and mentored employees of a new office acquisition or joint venture through an integration process.• Conducted role validation assessments to determine level of proficiency and identify opportunities for improvement.• Assessed service offices' key metrics and adherence to operational processes and best practices.

Charlotte, North Carolina

• Supervised 18 clinical field staff including 6 Registered Nurses, 7 Physical Therapists, 3 Occupational Therapists, and 1 Speech Language Pathologist. • Managed personal caseload of up to 170 patients daily through documentation tracking and fiscal management.• Facilitated use of data to identify opportunities to help improve clinical outcomes, forecast potentially avoidable events which could negatively impact both employee and patient experience, and promote a culture of compliance by ensuring regulatory standards were achieved.• Reduced bad debt related to billing through obtaining required documentation in compliance with Medicare regulations and physician-signed home health orders.• Improved overall process of after-hours, on-call schedule by implementing and supervising rotations for 6 office staff and 19 clinical field staff.• Promoted twice, from Client Services Associate to Client Services Manager in October 2017, and again to Client Services Manager II in July 2019.

Asheville, North Carolina

• Scheduled appointments and registered 30+ patients daily.• Completed verification of insurance eligibility, charge entry, and processed internal referrals, orders, and medical records on a daily basis.• Oversaw daily operations in regards to physician signatures, provider credentialing, physician completion of medical records and physician completion of daily billing.• Ensured the 5+ front office staff achieved and maintained all regulatory compliance standards at all times.• Provided backup support to 3+ other Practice Specialists through patient services, billing, medical record oversight, and referral processes.

Asheville, North Carolina

• Collaborated on production of several online, court-approved courses, including Drugs and Alcohol Abuse, Co-­Parenting/Divorce, Parenting 101, Domestic Violence, and Insomnia.• Wrote and copy-edited 25+ articles on mental health topics for the Open Path website.