Sheila Conway Email and Phone Number

Daily operation of the Call Center, Front Desk and Patient Account Reps• Reduction in abandonment rate from 45% to 5%• Created electronic scheduling guidelines for the Call Center. Deployed and trained telecommuters. Decrease in physician complaints. The guidelines were later adopted for the entire organization.• Developed productivity reporting for all teams. Increased awareness by staff resulted in 87% of staff increasing their productivity

Daily operations of both clinical and clerical staff at 3 Orthopedic Practices.• Key stake holder/decision maker in the merging of 2 practices. Recruited, hired, trained 24 employees for the clinic. Created workflows for all departments.• Clinical quality, patient satisfaction, financial performance, and training/development were key metrics for measuring success for the team

Collected, analyzed and reported on data for use in operational planning of a new Practice Management System.• Allscripts system build after evaluation and workflow of current practice.• Implemented new protocols and procedures after assessing operations to devise effective changes.• Created, oversaw and updated policies, information, standards and guidelines for the system

• Leadership [ and accountability for daily operations of an Orthopedic Surgical Practice, MRI Center and Physical Therapy.Recruited, hired and trained employees on the application of the practice management system, customer relations and customer service.• Reviewed and processed payroll-related actions to drive data accuracy and comply with company policy and federal and state regulations.• Produced monthly reports detailing compliance findings and recommendations for improvements.• Supported entire practice's staff, which boosted efficiency and improved overall process flow.• Administered employee benefits and led open enrollment process, informing and coaching employees.• Facilitated and processed payroll using ADP.• Managed full-cycle human resource operational activities to maximize HR employee performance.

• Management of daily operations for front desk, cashier, registration, patient account representatives and biller/coders• Manage AR and Collection activity• Timekeeping, staffing• Hring, training, performance reviews, adhering to Ca Labor Laws, time keeping, ensuring superior customer service to all patients, staff and vendors.

Created and implemented the Physician Compliance Program which focused on analyzing the financial or legal impact of compliance• Responsible for developing policies and procedures for both staff and physicians, developed training curriculum and report confidential findings to the Compliance Officer.Reimbursement Manage

Support to the physician related to coding, reimbursement, billing and provide support for all department activities