Provide comprehensive, holistic, wraparound case management services to support the stabilization and promote the well-being of adolescent mothers and their familyMake linkages and referrals to appropriate agencies, services, and/or organizations to address client and family needs; document progress and maintain contact with all necessary collateral servicesDevelop individualized, strengths-based Goal Plans to address individual clients needs and self-identified goals, that will help enhance the quality of their lives and contribute to maintaining stable housing, as well as make personal gains in their personal lives related (but not limited) to economic, somatic and behavioral health, education, family stabilization needs as well as strengthening their natural and professional supports, and overall health and well-being.Oversee and manage appropriate dissemination of Mobile Food Pantry resource distributions.Document client engagements and maintain quality, up-to-date electronic and physical casefiles.Assist clients with completion of applications, enrollment forms, registrations for programs and services that we are referring them to. Document all services provided related to linkages including identification of the referrals completed.Develop and update a resource/referral list of support organizations that address needs of Program clients; including but not limited to employment, workforce development, housing options, financial resources, entitlements, and healthcare.Build partnerships with alternate community programs, collaborative groups and government agencies to meet the needs of clients.Participate in outreach to residents with mailings, flyers, door to door, postings in all social media platforms, growing the participation of clients and community that are subscribing to the website.Lead and host events and workshops.

Analyze data from 800 plus patient customer experience surveys. Visualize trends and opportunities to develop a better understanding of consumers. Utilize statistical methods to generate insight to reduce complaints and to inspire staff behavior change. Present service recovery suggestions. Developed a standard operating procedure for payment and claim processing for eight office locations and trained more than 25 billing and office managers. Developed and documented front desk training manuals and protocols to improve patient intake.Evaluated, monitor and establish quality metrics for Front Desk staff to ensure compliance with internal policies and procedures.Resolved employee performance issues by developing and implementing standard training protocols office wide.

Analyzed various reports to optimize staff training to ensure that organizational and performance goals were met. Using MS Excel analyzed and corrected generated reports to ensure organizational and performance goals of 3% or below were met. Provided one-on-one coaching sessions to assist Front Desk staff achieve company quality goals. Identified and reduced registration errors affecting medical claim processing. Individual rates dropped from 38% to 3% or less by teaching registers to self-correct their own mistakes. Extracted data from Epic software, developed analyses, report metrics, trends and conducted follow-up audits to ensure corrective action has been taken.

Accurately scheduled appointments, obtained and updated demographic information, collected co-pays and account balances of 150-plus new and established patient’s.

Achieved maximum productivity through effective scheduling and team leadership to ensure eight team members meet and/or exceed productivity goals.Maintained an optimal customer experience, which results in log-term retention of patients.Resolved patient issues promptly according to company guidelines. Through coaching, identified ongoing training needs for staff of eight employees.Strategically lead eight direct reports in flawlessly executing all scheduling

Greeted patients and vendors.Answered high volume phones, triage and delegated to appropriate staff. Checked in and out 40 patients daily.Collected co-pays, deductibles and self-pay payments.Registered and scheduled patient appointments.

Efficiently managed 18 direct reports, directed and coordinated five ambulatory/physician offices.Exercised a high degree of initiative judgment, discretion and decision-making to achieve organization objectives. Organized work, delegated assignments and achieved organization goals and objectives.Developed and initiated, in conjunction with corporate management and physicians, strategies for growth and development. Responded to suggestions, concerns and patient inquires as relates to front desk service.Developed strategies that addressed and/or identified patient concerns which result in an improvement to overall service.

Trained 25 plus staff on scheduling practices and policies & procedures for daily operations and customer service.Performed daily office scheduling, patient registration, insurance verification, and authorizations of all services.

Responded to patient's requests, arranged housing and transportation for traveling patients.Interacted with clinical and business office staff to ensure correct policies and procedures are being implemented and the best service is being provided for our patients.Supervised and directed the activities of assigned staff. Participated in employee selection, evaluations and disciplinary actions. Provided guidance and training.

Scheduled office visits, diagnostic tests and procedures for Radiation and Hematology Oncology.Answered heavy phone call volumes. Retrieved voice mails and delegated to appropriate personnel. Checked 300 plus patients in and out, posted payments and charge entry.Performed other related duties as assigned.

Assisted family practice physician with exams for more than 1,000 patients.