Kristy Dunn
Winston Salem
Summary
Dynamic Practice Manager III at Atrium Health Wake Forest Baptist, skilled in staff management and strategic planning. Enhanced patient satisfaction through efficient scheduling and improved workflows, resulting in increased clinic productivity. Proven ability to implement policies and develop staff, fostering a culture of continuous improvement and operational excellence.
Professional with strong background in healthcare management, adept at optimizing practice operations and improving patient care. Demonstrates keen focus on team collaboration and achieving measurable results, showing adaptability to changing needs. Skilled in strategic planning, staff development, and process improvement, with reliable and results-driven approach. Recognized for effective communication, leadership, and problem-solving abilities.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Practice Manager III
Atrium Health Wake Forest Baptist - Card/CT Surg
09.2021 - Current
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
- Developed close working relationships with scheduling staff and leadership.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
- Addressed and remedied all patient or team member issues.
- Oversaw accounting, budgeting, and financial reporting.
- Supervised team of [Number] office personnel.
- Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
- Provided supervision and management to team of support personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Improved practice revenue through effective financial management and strategic cost reductions.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
- Created and implemented organizational policies and procedures.
- Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Identified opportunities for additional services or expansion within the practice based on market research analysis.
- Enhanced team morale and reduced turnover rates by introducing employee recognition programs.
- Fostered culture of continuous improvement, encouraging staff to suggest and implement efficiency-enhancing initiatives.
- Coordinated with healthcare providers to ensure that patient care plans were effectively implemented.
- Improved operational workflows, which allowed for increase in number of daily patient appointments.
- 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.
Divisional Project Coordinator
Atrium Health Wake Forest Baptist - H&V
02.2017 - 09.2021
- Kept projects on schedule by managing deadlines and adjusting workflows.
- Supervised multiple projects from project start through delivery by prioritizing needs and delegating assignments.
- Enhanced team collaboration through regular meetings, fostering a positive work environment for increased productivity.
- Liaised between departments to facilitate communication and keep appropriate parties updated on project developments.
- Prepared meeting agendas and minutes for distribution and record keeping.
- Coordinated cross-functional teams to achieve seamless collaboration in achieving project objectives.
- Played an active role in brainstorming sessions held for the purpose of generating innovative ideas/solutions which could potentially be incorporated into existing/new projects being undertaken by the company.
- Maintained database and spreadsheets with accurate inventory and status.
- Facilitated frequent progress reports and presentations to keep management informed about ongoing activities within their respective domains.
- Established rapport and engaged with stakeholders to build lasting professional relationships.
- Developed comprehensive project plans, outlining scopes, timelines, deliverables, and milestones.
- Pioneered use of virtual collaboration tools, enabling remote teams to work more cohesively and maintain project timelines.
- Fostered culture of continuous improvement by organizing regular review meetings, leading to identification and implementation of key process optimizations.
- Monitored project progress, identified risks and took corrective action as needed.
Patient Scheduling Supervisor
Atrium Health Wake Forest Baptist - Plastic Surg
10.2015 - 02.2017
- Assisted in the recruitment process by identifying staffing gaps within the current schedule framework.
- Streamlined shift change procedures resulting in reduced downtime between shifts.
- Conducted regular audits of the scheduling system to ensure accuracy and identify areas for improvement.
- Enhanced communication between departments with regular updates on schedule changes and adjustments.
- Improved employee satisfaction by addressing scheduling conflicts promptly and fairly.
- Reduced overtime costs through effective workload distribution and resource allocation.
- Maintained accurate records of employee attendance, leave requests, and other time-sensitive data for payroll processing purposes.
- Evaluated employee performance in relation to scheduling adherence, providing feedback as needed for continuous improvement efforts.
- Developed innovative solutions for handling complex scheduling scenarios that accommodated both business needs and individual preferences.
- Collaborated with management to develop strategic staffing plans that aligned with company goals and objectives.
- Fostered collaboration among team members by encouraging open dialogue about scheduling preferences or concerns.
- Coordinated cross-training initiatives to increase team flexibility and overall scheduling effectiveness.
- Proactively identified scheduling issues and developed quick solutions to promote efficiency and profitability.
- Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
Epic Credentialed Trainer, Cadence
Atrium Health Wake Forest Baptist
05.2012 - 11.2012
- Member of the initial EPIC training team when implemented in the organization.\
- Streamlined training processes by regularly updating instructional materials based on end-user feedback and system enhancements.
- Facilitated successful transition to Epic Cadence with hands-on guidance for employees during go-live events at multiple locations.
- Visited multiple clinics to shadow and assist with continued training after go-live
- Consistently received positive feedback from participants for effective communication and clear explanations in training sessions.
Patient Service Representative
Atrium Health Wake Forest Baptist - Hem/Onc
06.2009 - 11.2012
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Handled sensitive patient concerns with professionalism and empathy, fostering an atmosphere of trust within the clinic.
- Filed and maintained patient records in accordance with HIPAA regulations.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Improved patient satisfaction by providing exceptional customer service during check-in and check-out processes.
- Assisted with insurance verification tasks, ensuring accurate billing and timely reimbursement for services rendered.
- Balanced deposits and credit card payments each day.
- Built and maintained positive working relationships with patients and staff.
- Collaborated with clinical staff to coordinate care plans, resulting in improved patient outcomes.
- Enhanced office efficiency by managing multi-line phone systems and promptly directing calls to appropriate personnel.
- Stayed calm under pressure to and successfully dealt with difficult situations.
Surgery Scheduler
Atrium Health Wake Forest Baptist - Urology
02.2008 - 06.2009
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Verified insurance coverage and obtained pre-authorizations.
- Took pre-operative orders from surgeons and anesthesiologists for smooth operation planning.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Acted as a liaison between patients, insurance carriers, and the surgical team to secure necessary authorizations for timely procedures.
- Assisted with the coordination of post-operative care plans, facilitating smooth transitions for patients during recovery periods.
Patient Service Representative
Atrium Health Wake Forest Baptist - Urology
01.2003 - 02.2008
- Participated in ongoing training programs related to HIPAA compliance, maintaining up-to-date knowledge on regulatory requirements.
- Verified insurance eligibility and coverage for patients.
- Provided exceptional customer service to patients, answering questions and addressing concerns.
- Assisted patients in filling out check-in and payment paperwork.
- Took copayments and compiled daily financial records.
- Balanced deposits and credit card payments each day.
- Reduced no-show rates through consistent appointment reminder calls, leading to improved clinic productivity.
- Supported new Patient Service Representatives'' orientation process by sharing expertise on office procedures.
- Answered incoming calls, scheduled appointments and filed medical records.
Education
No Degree - Criminal Justice
Western Illinois University
Macomb, ILSkills
- Schedule management
- Staff management
- Practice management
- Workflow management
- Policy implementation
- Employee performance
- Strategic planning
- Payroll administration
- Staff development
- Budget oversight
- Continuous improvement
- Workflow efficiency
- Patient safety
- Epic systems
Certification
Lean Six Sigma Green Belt
EPIC Credentialed Trainer - Cadence
Timeline
Practice Manager III
Atrium Health Wake Forest Baptist - Card/CT Surg
09.2021 - Current
Divisional Project Coordinator
Atrium Health Wake Forest Baptist - H&V
02.2017 - 09.2021
Patient Scheduling Supervisor
Atrium Health Wake Forest Baptist - Plastic Surg
10.2015 - 02.2017
Epic Credentialed Trainer, Cadence
Atrium Health Wake Forest Baptist
05.2012 - 11.2012
Patient Service Representative
Atrium Health Wake Forest Baptist - Hem/Onc
06.2009 - 11.2012
Surgery Scheduler
Atrium Health Wake Forest Baptist - Urology
02.2008 - 06.2009
Patient Service Representative
Atrium Health Wake Forest Baptist - Urology
01.2003 - 02.2008
No Degree - Criminal Justice
Western Illinois University
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