Jessica Claire
Montgomery Street, San Francisco, CA 94105 (555) 432-1000,
Professional Summary

Enthusiastic leader with more than 5 years of experience planning, leading and improving ambulatory based healthcare operations. Strategic in developing policies, managing financial activities and driving workflow excellence. Focused on motivating staff and working with diverse personality types by identifying talent in employees and coaching team members to initiate and maintain improvements.

  • Effective leader
  • Staff training/development
  • Coaching and mentoring
  • Budget development
  • Business development
  • Operations monitoring
  • Problem resolution
Work History
10/2015 to Current Market Operations Manager Carvana | Losantville, IN,
  • Devise, deploy and monitor processes to boost long-term business success and increase profit levels
  • Monitor 6 Practice Managers' day-to-day activities and make plans to rectify any operational issues that arise
  • Improve brand awareness by monitoring all marketing campaigns and business development for physicians
  • Improve productivity while reducing staffing where possible and operational costs
  • Track and analyze profitability and key metrics including; first pass payment rate, denial rate, claim holding / task percentage, rejection rate, time of service collections, and office and facility claim creation lag rates to improve overall profitability
  • Discover areas of improvement by generating monthly, quarterly, and annual physician productivity reports
  • Manage all purchasing and customer account operations with vendors to ensure efficiency and performance
  • Manage, train and motivate Practice Managers, Supervisors, and Coordinators to continuously improve knowledge and abilities in healthcare management
  • Support top-level decision-making and strategy planning, forging productive relationships with top leaders and serve as an advocate of company decision making
  • Manage 14 physicians, 6 managers, and dozens of team members across 5 clinical specialties, representing approximate $9.7 million in charges in 2019
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency
  • Set, enforce and optimize internal policies to maintain efficiency and responsiveness to demands
  • Handle problematic customers and clients to assist lower-level managers and employees to maintain excellent customer service
  • Serve an instrumental role in organizational transformation and implementation and participated in 3 successful large-scale corporate restructuring transitions
  • Apply performance data to evaluate and improve operations, target current business conditions and forecast needs - including collaborating on physician and office budgets
  • Work directly with executive management, finance, and business development departments to brainstorm, discuss strategy and mitigate operational issues
  • Assess financial statements and work relative value unit (wRVU) reports to evaluate physician and office performance, develop targeted improvements and implement changes resulting in increased charges and revenue
  • Observe each employee's individual strengths and initiated mentoring program to improve areas of weakness
  • Promote positive customer experience through day-to-day supervision and management of ambulatory facilities
  • Uphold great standards of leadership for employees, consistently leading by example
  • Train, coach and mentor staff to ensure smooth adoption of new policies and procedures
  • Track employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
  • Reduce financial inconsistencies while assessing and verifying billing invoices and expense reports
  • Coordinate on boarding of new physicians with a local transition team, credentialing, IT, provider candidate, and staff to ensure a smooth process
  • Maintain a positive working relationships with providers promoting a physician driven environment
  • Oversee major and minor construction projects coordinating with project manager, architects, and contractors to stay on time and on budget
  • Worked alongside IT and an implementation team to positively and effectively transition multiple practices and physicians form EMR to EMR as well as from paper documentation to an EMR system
06/2014 to 10/2015 Practice Manager II Centura Health | Frisco, CO,
  • Implemented an EMR transition and maintained electronic record management systems to analyze and process data
  • Addressed and remedied all patient or team member issues
  • Oversaw practice fiscal operations, including minor accounting, budgeting, authorizing expenditures, and financial reporting
  • Ensured compliance with HIPAA regulations
  • Consulted with healthcare professionals on business decisions
  • Boosted staff morale by offering constructive feedback and specific direction
  • Developed close working relationships with front office and back office staff
  • Assisted with regulatory issues such as compliance
  • Trained interns and newly hired team members on office procedures and computer systems
  • Developed policies and procedures for effective practice management
  • Provided supervision and management to a team of practice coordinators, surgical schedulers, patient service representatives, and medical assistants
  • Provided outstanding support to entire staff which helped improve process flow and boosted efficiency
  • Ordered all office supplies and kept check on inventory levels
  • Implemented best practice standards for billing resulting in substantial reduction of charge lag and denial rates
  • Scheduled surgeries, managed pre-certifications and verified insurance coverage
  • Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees
  • Generated and reviewed incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations
  • Increased patient satisfaction scores for 2 practices and 4 physicians
  • Recruited, hired and coached employees to offer high-quality, cost-effective care to all residents
  • Communicated with patients, ensuring that medical information was kept private
09/2010 to 05/2014 Patient Access Representative II Vidant Health | Aurora, NC,
  • Assisted patients in filling out check-in and payment paperwork
  • Educated patients on medicine and at-home healthcare tools
  • Took copayments and compiled daily financial records
  • Reviewed and corrected claim errors to facilitate smooth processing
  • Balanced deposits and credit card payments each day
  • Explained plans for treatment and payment options
  • Compiled and reviewed medical charts
  • Scheduled surgical procedures and deliveries, verified surgical benefits, and obtained prior authorizations
  • Verified patient insurance and reviewed benefits coverage prior to rendering services
Expected in 06/2015 Bachelor of Science | Healthcare Administration Cleary University, Howell, MI, GPA:

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School Attended

  • Cleary University

Job Titles Held:

  • Market Operations Manager
  • Practice Manager II
  • Patient Access Representative II


  • Bachelor of Science

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