Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

Kayley Starling

Kings Mountain

Summary

Dynamic Business Office Manager for Perioperative Services with a proven track record in enhancing operational efficiency and staff development. Skilled in deadline management and proficient in EPIC, I foster collaboration and implement process improvements that elevate patient satisfaction and streamline workflows. Committed to achieving departmental goals through effective communication and strategic planning.

Overview

10
10
years of professional experience

Work History

Business Office Manager - Perioperative Services

Advocate Health Care
02.2023 - Current
  • Supervised daily operations of business office, ensuring adherence to protocols and efficiency in workflows.
  • Implemented process improvements that enhanced operational effectiveness and reduced administrative delays.
  • Trained and mentored staff on office procedures, fostering a collaborative environment for skill development.
  • Coordinated communication between departments to streamline information flow and improve service delivery.
  • Developed and maintained office policies, ensuring compliance with organizational standards and regulations.
  • Analyzed reports to identify trends and propose solutions for addressing operational challenges.
  • Updated reports, managed accounts, and generated reports for company database.
  • Led initiatives to enhance patient satisfaction through improved office processes and responsive service delivery.
  • Supports OR clinical leaders with perioperative business needs.
  • Manages surgery scheduling for assigned facilities.
  • Conducted performance evaluations for employees, identifying areas for improvement and providing constructive feedback.
  • Implemented employee training programs, increasing overall staff competency and reducing skills gaps.
  • Streamlined office communications by creating clear channels for information sharing and collaboration among team members.
  • Oversaw daily operations, identifying bottlenecks and implementing solutions to enhance workflow and productivity.
  • Leads the development, implementation, and management of team/department goals. Must have willingness to accept and lead frequent change.
  • Leads specific areas of business operations work for the region, as assigned.
  • Fosters a team environment with a focus on teammate engagement.
  • Assigns team members to meet departmental objectives and staff development needs.
  • Governs team productivity and work quality.
  • Professionally communicates with executives, OR leadership, practice managers and surgeons.
  • Performs quality assurance checks for accuracy in assigned areas. Ensures reports and data are reviewed for accuracy in spelling, numbers, and formatting.
  • Led initiatives to enhance patient satisfaction through improved office processes and responsive service delivery.

Scheduling Supervisor - Perioperative Services

Advocate Health Care
02.2022 - 02.2023
  • Coordinated scheduling for diverse teams, ensuring optimal resource allocation and efficiency.
  • Implemented process improvements that reduced scheduling conflicts and enhanced team productivity.
  • Trained new staff on scheduling software, fostering a collaborative work environment.
  • Analyzed scheduling data to identify trends, facilitating proactive adjustments in resource management.
  • Developed streamlined workflows for communication between departments regarding scheduling changes.
  • Oversaw daily operations of the scheduling team, ensuring adherence to deadlines and quality standards.
  • Mediated conflicts arising from schedule changes, maintaining team morale and operational continuity.
  • Assisted in the development of strategic long-term scheduling plans aligned with organizational goals.
  • Boosted productivity by creating a balanced workload for team members, reducing burnout and stress levels.
  • Fostered collaboration among team members by encouraging open dialogue about scheduling preferences or concerns.
  • Maintained accurate records of employee attendance, leave requests, and other time-sensitive data for payroll processing purposes.
  • Provided ongoing support and guidance to employees regarding schedule-related inquiries or concerns.
  • Collaborated with management to develop strategic staffing plans that aligned with company goals and objectives.
  • Supervises the daily operations of perioperative business initiatives.
  • Fosters a team environment with a focus on teammate engagement.
  • Assists Leadership in the implementation and management and of team/department goals. Must have willingness to accept and lead frequent change.
  • Acts as a subject matter and process expert of assigned business operations areas.
  • Coordinates monthly staff schedules and PTO requests to ensure they are managed appropriately and are consistently meeting the needs of the department; monitors time and attendance for assigned areas.
  • Responsible for employee training. Teaches and develops others utilizing standard concepts, processes, and tools so that users are proficient.
  • Oversees process workflows and process changes, develops training documents and job aids, and publishes documents that are clear and concise.
  • Plans and conducts periodic staff meetings as well as individual development meetings
  • Professionally communicates with executives, OR leadership, practice managers and surgeons.
  • Performs quality assurance checks for accuracy in assigned areas. Ensures reports and data are reviewed for accuracy in spelling, numbers, and formatting.
  • Collects, compiles, and maintains data specific to the enhancement of initiatives of the assigned area. Prepares clear and concise productivity, audit, and other reports specific to assigned area, as well as ad hoc reports for customers, leaders, and clinical personnel.

OR Scheduler

Advocate Health Care
11.2020 - 02.2022
  • Coordinated scheduling for multiple teams, ensuring optimal resource allocation and operational efficiency.
  • Developed and maintained scheduling systems to enhance communication and workflow among departments.
  • Schedules all procedures for perioperative services. Coordinate’s specialty
    hospital resources and equipment needed for procedures. Obtains complete
    information for registration and insurance certification.
  • Communicates daily with management regarding surgical conflicts and changes, implants need, and surgeon specialty requests to avoid potential delays or
    cancellations.
  • Ensures that procedures are scheduled in the appropriate department based on
    provider request.
  • Confirms time and procedure with office staff on the day prior to surgery.
  • Runs all required reports and schedules and sends to the appropriate
    department adhering to HIPPA policies.
  • Performs quality assurance check for accuracy of surgery schedule. Review’s
    spelling, surgical times, procedure, and equipment
  • Implemented process improvements that reduced scheduling conflicts and improved staff utilization rates.
  • Analyzed scheduling data to identify trends, facilitating proactive adjustments to meet demand fluctuations.
  • Trained new staff on scheduling tools and best practices, fostering a knowledgeable team environment.
  • Collaborated with management to align schedules with project timelines, enhancing overall project delivery.

Bookkeeper

Cleveland County School District
07.2019 - 11.2020
  • Managed accounts payable and receivable, ensuring timely processing of invoices and payments.
  • Reconciled bank statements, maintaining accuracy in financial records and identifying discrepancies.
  • Prepared monthly financial statements, providing insights on cash flow and budget variances.
  • Utilized accounting software to streamline bookkeeping processes, increasing efficiency in data entry.
  • Maintain all the books and payroll for Marion Elementary School.
  • Complete all necessary ordering for the school while utilizing state, county, local
    and school funds.
  • Maintain the school’s budget and budget codes by communicating with Central
    office.
  • Assist in answering phones and running the front desk with the school Data Manager.
  • Work closely with the principal in maintaining the budget and financial
    deadlines.
  • Run reports in LINQ, AS400, Cooks Spreadsheets, and school funds daily.
  • Complete the schools bank reconciliation, state taxes, and AMEX payments on a monthly basis. Run and submit payroll on a weekly and monthly basis.
  • Collect, receipt and deposit all monies that come into the school.
  • Closing out the books at the end of the fiscal year and submitting the school financials to the in-house auditor.
  • Pay all bills as necessary for the school through school funds and ensuring they are paid in a prompt matter.
  • Maintain all keys and fobs that are distributed to staff and make sure that they are all accounted for and logged in the book.
  • Complete all purchase orders, reimbursements, refunds, and check requests.
  • Obtain quotes and inventory all items purchased with school money.

Care Coordinator

Atrium Healthcare
01.2017 - 07.2019
  • Schedule and coordinate surgery, pre-op and post-op for all Doctor’s in all four offices in Shelby, Boiling Springs, Kings Mountain, and Rutherfordton.
  • Advance scheduling as a superuser for all providers in all four offices.
  • Check and verify insurance benefits and pre-certification requirements for all surgical procedures scheduled.
  • Maintained accurate and up-to-date documentation of patient records in accordance with HIPAA regulations.
  • Improved communication among healthcare providers, streamlining the coordination of services for patients.
  • Facilitated appointments and transportation for patients, streamlining access to essential medical services.
  • Coordinate surgical pre-certification with Central Billing in Charlotte.
  • Complete all necessary forms for surgery required by NC Medicaid and Medicare
    with patients.
  • Discuss surgery, pre-op, post-op, and insurance details with each patient.
  • Coordinate all C-sections and inductions with Labor and Delivery.
  • Run reports in EPIC, Excel, Encompass, IDX, and Canopy Power charts daily.
  • Coordinate with other offices as necessary for dual surgical cases.
  • Back up for Billing specialist and the Referral Coordinator.
  • Check and keep up to do date regarding CPT and ICD-10 codes.
  • Assist in surgery and OB Billing for the practice.

Supervisor/Processing Assistant IV

Cleveland County Health Department
05.2015 - 01.2017
  • Supervised daily operations to ensure compliance with health standards and regulations.
  • Developed training programs for staff to improve service delivery and operational efficiency.
  • Facilitated team meetings to discuss performance metrics and address workflow challenges.
  • Implemented quality assurance processes to enhance service accuracy and consistency.
  • Analyzed program outcomes to identify areas for improvement and drive strategic planning efforts.
  • Coordinated with community partners to promote public health initiatives and outreach efforts.
  • Assisting the manager with the daily planning, assigning and reviewing of work performed by the Solid Waste and Animal Control programs.
  • Supervise the daily functionality of the Animal Shelter Office.
  • Invoicing and collection for services, emphasis of the work is on the direct public
    contact and the correct entry of data at the Animal Shelter.
  • Independently prepare routine correspondence, compile information for reports, coordinate copy preparation, and maintain files of a variety of records, reports, documents and correspondence regarding collection of fees, deposits, records customers’ account in journals, ledgers and special forms at both facilities.
  • Responsible for planning and reviewing daily schedules, always ensure coverage,
    and assist in scheduling and or verifying employees work hours.
  • Processing financial data, monthly customer statements and billing, entering payments on accounts, General Utility Workers’ (part-time) timesheets for payroll checks.
  • Daily use of Microsoft Word, Excel, and PowerPoint, and the AS400 to run reports, create presentations, correctly enter in data, create formulas, and calculate graphs and more.
  • Answer, and route multi-line phone calls and provide accurate information.
  • Listen to the public and staff attentively and with respect and dignity, while providing confidentiality.

Education

Bachelor -

Western Carolina University
Cullowhee, NC

Skills

  • Deadline management
  • Account reconciliation
  • Staff training and development
  • Office administration
  • Office management
  • Employee onboarding
  • Payroll and budgeting
  • Payroll processing
  • Records management
  • Proficient in EPIC, iQueue, AS400, Microsoft Word, Excel, PowerPoint, Power BI, and many computer applications
  • Highly effective at building working relationships with a variety of stakeholders

Accomplishments

    2024 Accomplishments

    2024 FCOTS improvements – Kayley met with an MWI group in 2024 where this was a focus:

  • CMC FCOTS % increased from 72.5% in 2023 to 76.1% in 2024 creating a 3.6% increase.
  • ODS FCOTS % increased from 75.6% in 2023 to 80.4% in 2024 creating a 4.8% increase.
  • Mercy FCOTS % increased from 78.4% in 2023 to 79.6% in 2024 creating a 1.2% increase.

    • 2024 TOT improvements – Kayley met with an MWI group in 2024 where this was a focus:

  • CMC TOT decreased from 42.4 in 2023 to 39.1 in 2024.
  • ODS TOT decreased from 33.3 in 2023 to 32.5 in 2024.
  • Mercy TOT decreased from 39.3 in 2023 to 36.5 in 2024.

    • 2024 Block Utilization Improvements:

    CMC:

  • HPB increased from 44% block util w/o TOT to 64%
  • Dept of OB/GYN increased from 84% block util w/o TOT to 91%
  • AHLC Peds Urology increased from 53% block util w/o TOT to 72%
  • CEENTA increased from 39% block util w/o TOT to 46%

    • ODS:

  • AHLC Peds Urology increased from 31% block util w/o TOT to 60%
  • CEENTA increased from 0% block util w/o TOT to 24%
  • Gynecology Service increased from 58% block util w/o TOT to 71%

    • Mercy:

  • Foot and Ankle was transitioned from all group block to a mix of group and surgeon specific block to highlight utilization opportunities.
  • OC Total Joint has group block at Mercy that was under performing. We worked with the group to transition some of the block to Orthopedic service line block to allow more access to the room. OC Total Joint started at 37% block util w/o TOT and ended with 58%, and the new service line block had 96% block util w/o TOT.

    • 2024 OR Volume Increases:

  • CMC – increased from 24584 in 2023 to 24772 in 2024, an additional 188 cases.
  • ODS – increased from 9241 in 2023 to 9657 in 2024, an additional 416 cases.
  • Mercy – increased from 12837 in 2023 to 13299 in 2024, an additional 462 cases.

Timeline

Business Office Manager - Perioperative Services

Advocate Health Care
02.2023 - Current

Scheduling Supervisor - Perioperative Services

Advocate Health Care
02.2022 - 02.2023

OR Scheduler

Advocate Health Care
11.2020 - 02.2022

Bookkeeper

Cleveland County School District
07.2019 - 11.2020

Care Coordinator

Atrium Healthcare
01.2017 - 07.2019

Supervisor/Processing Assistant IV

Cleveland County Health Department
05.2015 - 01.2017

Bachelor -

Western Carolina University

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Kayley Starling