Samantha Lekram Email & Phone Number

• Responsible for hiring, onboarding & training of clinic administrative staff• Create staff schedules, manage payroll, talent development for team• Monitor & manage clinic financials- including external vendors, supply costs, wage rates• Budget and P&L management• Customer service Skills; Ability to connect with others, exudes empathy and compassion• In partnership with clinician managers, implement processes to ensure clinic hits quality of care, compliance, & financial goals• Provides robust oversight of clinical workflows, ensuringcompany is providing compliant & high quality care (for example, oversight of lab processes & logs and upkeep of employee certification & competency reviews)• Build positive relationships with clinicians, support staff, patients, community and vendors; manage conflict with care and empathy• Manage the patient feedback escalation process for your market by ensuring feedback is escalated to the right stakeholders and resolved, and that the patient feels heard• Identify, plan and participate in marketing activities and community events that increase patient volume and engagement• Ensure clinic operations run smoothly, including ownership of all systems and processes

• Ensures patients are fully educated on all insurance options available (COBRA, Medicare, Medicaid, LTD, STD)• Proactively builds relationships with patients by acting as a liaison between patient, facility teammates, billing office and payers to resolve patient insurance issues and/or concerns• Identifies, resolves, or escalates issues as appropriate for prompt and effective resolutionPartners with social workers to maintain awareness of patient insurance and satisfaction concerns• Builds relationships with clinical and regional resources to emphasize and integrate insurance management priorities• Educates DaVita teammates and patients on internal and external programs which address patient billing and health insurance matters• Assists in the completion of insurance applications, grant programs, financial programs and payment arrangements.Addresses patient satisfaction concerns by escalating to our operational partners.• Provides monthly reporting and analysis on key metrics related to patient growth and retention to senior leadership