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Associate Director of Patient Care Services Resume Example

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ASSOCIATE DIRECTOR OF PATIENT CARE SERVICES
Professional Summary

Highly skilled and enthusiastic Assistant Director with extensive experience managing operations in patient-centric healthcare offices. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.

Skills
  • Leadership
  • Customer service
  • Communication skills
  • Research, observation and focus groups
  • Problem Resolution

Hard skills

  • · Budgeting
  • · Coding and Billing
  • · PPO, HMO
  • · Practice Management Software (axiUm, Eagle, Soft and Easy Dental
  • · Microsoft Office Suite
  • · Medical and Dental terminology
  • · Project organization
  • · Planning, promoting, and integrating process Improvement and change management
  • Employee Management, Development, Relations and Retention
Work History
01/2020 to Current
Associate Director of Patient Care ServicesWESTERN UNIVERSITY OF HEALTH SCIENCES, COLLEGE OF – Pomona, CA
  • Ensured operations was responsive and agile with proactive troubleshooting and problem-solving of routine and complex concerns
  • Worked in partnership with Director of Patient Care Services, Associate Dean for Patient Care Services and Clinical Education, Director of Community Outreach across several offsite facilities
  • Created effective team schedules, task assignments and utilized staff resources, space, and equipment to deliver customer focused patient-care
  • Conducted hiring, training and performance reviews of staff empowering high performing to team deliver on department metrics and KPI's
  • Maintained Affiliation Agreements with off-site partners
  • Engineered and endorsed Continuous Quality Improvement initiatives to deliver quality healthcare outcomes
  • Owned credentialing of faculty, staff and adjunct faculty associated with CDM
  • Authored and presented professional reports, proposals, and research findings to various stakeholder groups
  • Collected and analyzed data related to patient care services including CQI data, financial data, and other performance related data
11/2013 to 01/2020
Assistant Director of Patient Care ServicesWESTERN UNIVERSITY OF HEALTH SCIENCES, COLLEGE OF DENTAL MEDICINE – Pomona, CA
  • Collaborated cross functionally to coordinate oversight direction of dental center and several offsite healthcare venues.
  • Developed cohesive team schedules, task assignments and allocated staff resources, space, and equipment to deliver high-quality patient-centered care.
  • Executed hiring, coaching, and performance reviews of support staff to ensure alignment and business continuity across departments.
  • Facilitated development and execution of process and productivity improvement care initiatives to enhance patient satisfaction and clinical quality.
  • Established 9 community clinics, with team of 6, and directed IT department to ensure connectivity to main server for medical and dental medicine.
  • Conducted internal coding, recall and billing audits.
  • Improved existing failing budgets with several effective spreadsheets used to report, compare, and forecast budget numbers.
  • Partnered with health insurance enrollment organizations to increase registration of uninsured families into insurance plans.
  • Expanded quality assurance programs from chart audits to infection control; created corrective action plan and evaluated reports.
  • Spearheaded negotiations for service, affiliation agreements and memorandum of understanding (MOU).
  • Instituted and bolstered interpersonal relationships with partners; Women and Infant Children (WIC), Head Start, and various Unified School Districts.
  • Promoted patient advocacy; diagnosed and resolved conflicts with billing, and student patient relations,.
  • Resolved patient care problems, improved operations and provided exceptional client support.
03/2004 to 11/2013
Administrative Services ManagerHERMAN OSTROW SCHOOL OF DENTISTRY, THE UNIVERSITY OF SOUTHERN CALIFORNIA – Los Angeles, CA
  • Offered sound recommendations to Department Committees on implementation of new programs, processes, and procedures
  • Mediated and provided counseling to employees, while resolving issues from staff, students, residents, faculty, and patients
  • Supplied confidential documentation as it pertained to daily tasks, development of contract and grant proposals
  • Oversaw patient admitting process to ensure acceptance of qualified patient candidate for students learning enrichment
  • Executed faculty and staff credentialing
  • Hired, managed, developed and trained staff of 12 and 45 members, established and monitored goals, conducted performance reviews and administered salaries for staff
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills, within scope of, billing, student patient relations, and navigation within academic dental organization
  • Produced high-quality documents, spreadsheets and presentations for internal and customer-facing needs
  • Aggregated and analyzed data related to administrative costs to prepare budgets for corporate-level management
  • Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement
  • Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives
  • Enhanced collaboration between team members and senior leadership by preparing meeting materials and taking clear notes to distribute to stakeholders
Education
2013
MASTER OF SCIENCE: HEALTH ADMINISTRATION
UNIVERSITY OF SOUTHERN CALIFORNIA - LOS ANGELES - Los Angeles, CA
2010
BACHELOR OF SCIENCE: HEALTH CARE ADMINISTRATION
UNIVERSITY OF PHOENIX-SOUTHERN CALIFORNIA CAMPUS - COSTA MESA - Costa Mesa, CA
Affiliations
  • Member of Clinical Practice Committee Member of Staff Council Member of the Center for Diagnostic Committee CERTIFICATIONS
  • First Aid/CPR Certified
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    Resume Overview

    Companies Worked For:

    • WESTERN UNIVERSITY OF HEALTH SCIENCES, COLLEGE OF
    • WESTERN UNIVERSITY OF HEALTH SCIENCES, COLLEGE OF DENTAL MEDICINE
    • HERMAN OSTROW SCHOOL OF DENTISTRY, THE UNIVERSITY OF SOUTHERN CALIFORNIA

    School Attended

    • UNIVERSITY OF SOUTHERN CALIFORNIA - LOS ANGELES
    • UNIVERSITY OF PHOENIX-SOUTHERN CALIFORNIA CAMPUS - COSTA MESA

    Job Titles Held:

    • Associate Director of Patient Care Services
    • Assistant Director of Patient Care Services
    • Administrative Services Manager

    Degrees

    • MASTER OF SCIENCE : HEALTH ADMINISTRATION
      BACHELOR OF SCIENCE : HEALTH CARE ADMINISTRATION

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