Manager Of Provider And Patient Experience resume example with 12+ years of experience

Jessica Claire
, , 609 Johnson Ave., 49204, Tulsa, OK 100 Montgomery St. 10th Floor
Home: (555) 432-1000 - Cell: - - -
Professional Summary

Ambitious, career-focused job seeker, anxious to obtain Clinical Data Analyst position to help launch career while achieving company goals.

  • NCQA PCMH Certified Content Expert
  • Completed CPHQ- National Association for Healthcare Quality course and will be taking certification test in December
  • Personal computer skills include Microsoft Office 365 (Word, Outlook, Access,PowerPoint, and Excel), EHB, Q-Pass
  • Data Analysis and Validation
  • Health Information Systems such as SHARE
  • Software superuser of eMDs, I2I, eMDs Dashboard, UpDox, and Panterra phone system
  • HIPAA Guidelines
  • Project management and implementation in FQHC
  • Knowledge of FQHC regulations and requirements
  • 340B University Certification
Work History
12/2016 to Current
Manager of Provider and Patient Experience Healthy Connections, Inc. City, STATE,
  • Serve as member of senior leadership team.
  • Serve as manager for thirty five medical and behavioral health providers, maintain their daily schedules and coordinate their time off.
  • Serve as manager for Referral department which consists of four referral coordinators and four referral assistants.
  • Serve as manager for Centralized Scheduling which consist of nine schedulers that schedule for thirteen clinics.
  • Serve as manager for Care Coordination team which consist of 3 Clinic Support Coordinators.
  • Oversee all incentive programs including NCQA PCMH, BCBS PCMH, UHC Incentive Program, Humana, Optum, and Aledade. Oversee participation in insurance quality programs to improve patient care and generate additional revenue for organization.
  • Superuser for I2I (Data Analytic Software for eMds), build and maintain population analytics reports and data validation to ensure that data is correct, mapping CPT and ICD-10 to ensure that data is correct for quality reports.
  • Attend and implement training as superuser for eMds and I2I to ensure that company is up to date on newest updates.
  • Maintain system templates, reports, mappings and interface specifications in eMds and I2I.
  • Query EMR database along with I2I database to identify quality reports and implement changes to improve measures and track and trend quality indicators.
  • Responsible for initial and follow up training on EHR for providers.
  • Provide ongoing training and support to all end users of eMds EMR.
  • Create new employee user id's for EMR and Dentrix.
  • Conduct monthly provider meetings to discuss on going projects, EMR training, quality reporting and improvement and other company updates.
  • Host monthly staff meetings with referral department and scheduling department to discuss any company update.
  • Handle schedules for medical providers and and work directly with practice managers supervising front desk and nursing staff.
  • Prepare and submit organization's annual UDS report.
  • Prepare and submit organization's annual NCQA PCMH renewal.
  • Implemented and maintain company's phone system and provide troubleshooting.
  • Implemented and maintain eMds Dashboard and continue to track to ensure that data is correct.
  • Implemented and maintain UpDox program that send patients reminders along with electronic faxing and digital forms.
  • Desktop IT support for staff such as password resets, EHR issues, and printer issues.
  • Work directly with IT to ensure projects and programs remain in line with reporting requirements of FQHC.
  • Maintain and track providers license, collaborative agreements, CPR, and DEA licenses to ensure they are up to date.
  • Handle all providers expense reports for expense reimbursement.
  • Manage forty-eight staff time off and approve their time in Abila time clock.
  • Data validation for quality reports for KPI's.
  • Track and maintain company's KPI's.
  • Increased customer satisfaction by implementing new phone system, Panterra, and managing call center.
12/2016 to 09/2020
Clinic Support Coordinator Healthy Connections, Inc City, STATE,
  • Superuser for I2I and maintained population analytics reports, data validation to ensure that measures are mapped to capture quality metrics.
  • Superuser for eMDs and maintained system templates, reports, and interface specifications for EHR.
  • Assisted COL with monthly provider meetings by recording minutes for meeting.
  • Assisted in training of new providers and staff on EHR use.
  • Assisted with BCBS PCMH and was successfully able to add four additional clinics for total of seven clinics.
  • Handled NCQA PCMH renewal and implementing additional seven clinics and maintained their continue recognition.
  • Created and maintained Excel workbook to track and monitor third next available appointments.
  • Provided training to nurses and providers on quality indicators and how to meet those measures and provided daily huddles form to summarize gaps in care that are due.
  • Captured data from eMDs and I2I for UDS.
04/2009 to 08/2020
Medical Records/Inventory Specialist Rich Mountain Nursing & Rehab City, STATE,
  • Managed medical records for 110 patients.
  • Implemented and maintain electronic medical records for 110 bed facility.
  • Reviewed written physician orders and entered them into EHR.
  • Reviewed charts and flagged incomplete or inaccurate information.
  • Maintained supplies and ordered supplies with McKesson and rotated stock.
  • Worked on floor as LPN and provided medication to patients.
Expected in 12/2021
Associate Degree in Nursing: Nursing
U of A Rich Mountain - Mena, AR,

I currently hold my temporary Arkansas RN licenses. I will graduate from the ARNEC RN program on December 2, 2021.

Expected in 05/2020
Associate of Applied Science: General Studies
U of A Rich Mountain - Mena, AR,
Expected in 07/2008
Licensed Practical Nurse: Nursing
U of A Rich Mountain - Mena, AR,

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Resume Overview

School Attended

  • U of A Rich Mountain
  • U of A Rich Mountain
  • U of A Rich Mountain

Job Titles Held:

  • Manager of Provider and Patient Experience
  • Clinic Support Coordinator
  • Medical Records/Inventory Specialist


  • Associate Degree in Nursing
  • Associate of Applied Science
  • Licensed Practical Nurse

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