Rebecca Haley
Summary
Energetic Practice Manager offering a wealth of experience in Practice Management and Medical Reception. I bring with me eighteen years of experience with patient relations, team management, recruitment and training and knowledge of medical policies and procedures complying with the AMA. I am well-versed in inventory control and supply ordering for busy treatment rooms and medical clinics.
I am a Dedicated Practice Manager with 3 years in a PM role, 6 years in a 2IC role and over 18years of experience in medical reception.
Overview
19
19
years of professional experience
Work History
Medical Practice Manager
Medicross Rochedale
11.2019 - Current
- Provided outstanding management and support to entire staff which helped improve process flow and boosted efficiency.
- Successfully completed two practice accreditations, one with with QPA
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Addressed and remedied all patient or team member issues.
- Ordered all office supplies and kept check on inventory levels.
- Consulted with healthcare professionals on business decisions.
- Implemented onboarding for new employees, which enabled each to effectively learn tasks and job duties.
- Created and implemented organizational policies and procedures.
- Trained interns and newly hired team members on office procedures and computer system.
- Developed policies and procedures for effective practice management.
- Assisted with regulatory issues such as compliance.
- Efficiently managed reception staff, nursing staff and doctors
- Oversaw accounting, budgeting, and financial reporting.
- Communicated closely with patients, ensuring medical information was kept private.
- Developed and maintained electronic record management systems to analyze and process data.
- Assessed processes and procedures, complying with OSHA, and Accreditation regulations.
- Promoted patient health and general wellness by coordinating and encouraging participation in health events.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided supervision and management to team of support personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Communicated with patients, ensuring that medical information was kept private.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Developed and updated policies and procedures, maintaining compliance with guidelines relating to HIPAA, benefits administration and general liability.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Spearheaded and implemented new projects to expand scope of engagement.
- Ordered all pharmacy supplies and kept check on inventory levels.
- Defined testing protocols, quality assurance initiatives and clinic policies and procedures.
2IC Manager Medical Practice
Rosalie Milton Clinic
09.2016 - 11.2019
- Increased company's profitability through customer relationship development, community involvement and marketing campaigns.
- Successfully completed clinic accreditation - AAPM
- Analyzed transactions to find methods to simplify procedures, improve processes and maximize resources.
- Conducted employee training sessions to educate employees on products and company policies.
- Planned and directed staffing, training and performance evaluations to develop and control sales and service programs.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members.
- Onboarded new employees with training and new hire documentation.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals.
- Improved safety procedures to create safe working conditions for workers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Defined clear targets and objectives and communicated to other team members.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Identified and communicated customer needs to supply chain capacity and quality teams.
2IC Manager Medical Practice
Lismore Clinic
07.2015 - 09.2016
- Increased company's profitability through customer relationship development, community involvement and marketing campaigns.
- Analyzed transactions to find methods to simplify procedures, improve processes and maximize resources.
- Conducted employee training sessions to educate employees on products and company policies.
- Planned and directed staffing, training and performance evaluations to develop and control sales and service programs.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Maintained professional, organized, and safe environment for employees and patrons.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Improved safety procedures to create safe working conditions for workers.
- Planned and budgeted accurately to provide business with resources needed to operate smoothly.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Maintained professional demeanour by staying calm when addressing unhappy or angry customers.
- Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
- Established team priorities, maintained schedules and monitored performance.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Defined clear targets and objectives and communicated to other team members.
- Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Medical Receptionist
Glenn Fuller Psychiatrist
05.2005 - 08.2013
- Adhered to strict AMA guidelines to protect patient privacy.
- Managed multi-line phone system and pleasantly greeted patients.
- Organized paperwork such as charts and reports for office and patient needs.
- Maintained current and accurate medical records for patients.
- Kept waiting room neat and organized by stacking magazines, removing trash, and cleaning glass.
- Transcribed phone messages and relayed to appropriate personnel.
- Supported office staff and operational requirements with administrative tasks.
- Completed patient referrals to other medical specialists.
- Managed master calendar and scheduled appointments for providers based on optimal patient loads and clinician availability.
- Notified manager of incidents and potential incidents relating to patients and staff for swift action.
- Invoiced patients accurately in line with charging guidelines.
- Printed prescription requests and queries in compliance with practice protocol.
- Performed various administrative tasks by filing, copying and faxing documents.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Obtained payments from patients and scanned identification and insurance cards.
- Managed office logistics by scheduling appointments, maintaining files and collecting payments.
- Frequently double-checked patient histories and current information while scheduling follow-ups and other appointments.
- Greeted visitors and initiated triage processes for clients to streamline patient flow.
- Registered and verified patient records before triage with most up-to-date information.
- Organized and maintained patient chart filing system to promote quick data finding for staff.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Checked patient insurance, demographic, and health history to keep information current.
- Helped patients complete necessary medical forms and documentation.
- Coordinated patient scheduling, check-in, check-out and payments for billing.
Education
High School Diploma -
Kadina High School
Goonellabah, NSW11.2000
Skills
- Practice Management
- Accreditation
- Office Procedures
- Human Resources Management
- Medical Personal Recruitment
- Reception Staff Recruitment
- Doctors Onboarding
- Staff Onboarding and Management
- Policy and Procedure Development
- Implementing Policy and Procedures
- Quality Improvement
- Marketing
- Reimbursement Tracking
- Decision Making
- Problem Solving
- Bi-Monthly and Monthly Reporting to Accounts and Operational Manager
Timeline
Medical Practice Manager
Medicross Rochedale
11.2019 - Current
2IC Manager Medical Practice
Rosalie Milton Clinic
09.2016 - 11.2019
2IC Manager Medical Practice
Lismore Clinic
07.2015 - 09.2016
Medical Receptionist
Glenn Fuller Psychiatrist
05.2005 - 08.2013
High School Diploma -
Kadina High School
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