Rosalia Morales Email and Phone Number

Ensures adequate staff coverage, monitors time off requests, and resolves workload distribution issues.· Oversee check in/check out, and call center to ensure the best possible patient experience is provided in an efficient manner.· Sets scheduling templates and works with team and Clinical Director to keep schedules full.· Maintains strict cash control.· Ensures patient benefits are verified to determine if patients are eligible for coverage, and that patient payments are collected at the time of service.· Coordinates with other management team members to ensure smooth practice operations.· Review and approve payroll to submit to the Practice Administrator on a bi-weekly basis.· Ensures appointment reminders are set and recalls are sent to patients on consistent schedules, with the goal of retaining patients in practice and that no one “falls through the cracks.”Ensure office equipment and supplies are operational and available for staff efficiency.· Works with outside vendors as necessary to keep equipment updated, computers and phone systems operating at maximum capabilities, and best pricing on all supplies.· Works with team to prepare regular departmental reports to monitor effectiveness of team and adjust as necessary.· Monitor faxes, mail, online website requests, and phone calls to make sure appropriate follow up occurs and information is delivered to appropriate person in a timely manner.· Handle any conflict situations with patients and/or staff.· Regular audits and review to ensure accuracy in patient charts and practice documents.· Host regular department meetings to train and/or inform staff.· Ensure accurate input of information into patient database and electronic medical records.

Strong communications skills required to assist in the resolution of patient, employee and other customer concerns or occurrences, refer to higher authority if appropriate. Lead contact person for other departmental staff for requests needed, such as IS and ordering supplies. Communicates with management team on ongoing basis regarding all areas described. Understands and complies with all regulatory restrictions and imperatives within a Registration setting. o Responsible for collecting estimates, deposits and/or co-payments in accordance with the policy related to collection of co-pays and deposits. Maintain current knowledge of internal policies, such as billing and collection procedures in order to answer questions that customers may present. Understand and be able to effectively translate coverage issues such that patient is fully informed and provide the customer and therapists with an understanding of benefits and patient portions due prior to or at the point of service. Assures that all credit and debit card transactions are accurate. Responsible for monitoring and posting payments into computer system, providing receipts and preparing bank deposits. Complies with cash handling procedures. Completes random audits of cash drawer and notifies management of any discrepancies. Assesses each account 1-2 days in advance of date of service to identify co- pays, deductibles or out of pocket financial obligations to be collected at the front desk. Maintains knowledge of Managed Care, PPO, Commercial and Medicaid health plans so that issues with authorization are easily identified. Performs financial counseling to families by explaining the Medicaid and CHIP program, Managed Care, PPO, and Commercial health plans. Advises families of various financial options such as state funded assistance and CCMCs financial assistance program. Possesses and employs an ability to communicate with patients and families during time of emotional and physical stress.

Provide leadership expertise to ensure all patients receive high quality, efficient care. Plan, develop, organize, implement and direct the day-to-day functions of the clinics and its programs and activities to ensure compliance, efficiency, and patient satisfaction• Manage staff performance including supervising, coaching/counseling front office and clinical staff daily and interviewing, hiring, and training new staff• Review the practice’s policies and procedures to make recommendations for continued compliance/current regulations and interpret policies/procedures to employees, patients, family members, government agencies, etc.• Address issues raised by physicians, employees, and patients, and seek out appropriate leaders or partners to problem solve and process improve• Market the practice in the local community and maintain a good public relations program• Develop the practice budget including pull profit loss responsibility of the physician practice, including revenue, expenses and budgeting• Identify strategy for growth and execute plans to achieve growth goals• Practice and adhere to the Code of Conduct philosophy and Mission and Value Statement

Manage daily office operations for a multi-modality imaging facility.• Managed daily office operations for a multi-modality imaging facility• Achieved and maintained a 97% Patient Satisfaction Rating • Developed new referral relations through telephone contact and marketing activity• Directly supported Facility Administrator and Regional Director in managing operational workflow • Successfully resolved patient or referring provider issues• Training of new staff, counsel, and handling disciplinary issues• Liaised with vendors to order and maintain supply inventory• Collaborated with other departments and facility leads to maximize facility performance• Implemented new policies and procedures improving efficiency • Processed payments and deposits• Performed scheduling, registration, check-in/check-out, insurance verification and exam authorizations, and medical records as necessary.

Performed patient physical therapy applications, such as inferential, ultrasound, diathermy, traction and documentation.• Coordinated admission processes and prepared medical records and agreement packets• Translating, scheduling, posting payments, deposits, insurance verification and authorization processes• Oversaw inventory and office supply purchases