Phyllis Lasley
Burlington
Summary
Healthcare Administrator with proven to deliver exemplary level of healthcare service delivery to patients. Coordinate admission and discharge of patients. Plan and implement strategies for developing improved health care management. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for staff development leading to high performing teams.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Patient Relations Manager
OAK STREET HEALTH- GREENSBORO
06.2018 - Current
- Manages the patient relations function of a healthcare organization to deliver patient liaison services and patient-centric care
- Develops materials and optimizes processes to provide information and resources to patients and families.
- Streamlined communication processes for improved patient relations and overall experience.
- Enhanced patient satisfaction by addressing concerns and providing timely resolutions.
- Managed patient feedback, implementing changes that led to increased satisfaction rates.
- Collaborated with hospital departments, improving coordination for seamless patient care.
- Evaluated staff performance, providing constructive feedback for continuous improvement in patient relations.
- Maintained compliance with healthcare regulations, ensuring the protection of confidential patient information at all times.
- Established a welcoming environment for patients and families through empathetic communication and support.
- Served as the primary liaison between hospital administration and patients, advocating on behalf of their needs and concerns.
- Implemented best practices in complaint management protocols, leading to more effective resolutions of issues raised by patients or their families.
- Assisted in the development of hospital policies related to patient rights, privacy, and confidentiality measures.
- Partnered with clinical teams to address complex cases involving multiple providers or departments within the hospital setting.
Transitional Care Coordinator (TCC)
OAK STREET HEALTH- Tree House
06.2018 - Current
- Communicates effectively with and acts as a liaison between the patient, their family, the provider and hospital personnel
- Schedules follow up appointments for patients according to established protocols
- Schedules procedures, tests and ancillary services as directed
- Obtains pre-certification and pre-authorization as applicable
- Possesses and utilizes professional telephone techniques by answering telephone promptly; handling or directing calls appropriately and taking accurate telephone messages
- Answers and triages telephone calls and documents contents of calls
- Fills out required forms for various procedures such as Consent to Treat, ABN's, etc
- Manage inbound notifications related to transitional care events from payer, vendor, facility, and other sources
- Conduct outreach to inpatient and post-acute facilities to obtain information, such as admission & discharge dates and discharge plans
- Request and obtain medical records, routing documents to clinical staff for review, and uploading documents into electronic medical record platform
- Conduct outreach to patients to schedule and confirm post-discharge appointments within the electronic medical records platform
- Coordinate with care team, facility, payer, and community-based organizations to ensure patients' transitional care needs are met.
- Streamlined information flow among multidisciplinary teams, fostering efficient decision-making and care planning.
- Facilitated discharge planning meetings to develop comprehensive care plans tailored to each patient''s unique needs.
- Educated patients and families on available community resources, empowering them to make informed decisions about their ongoing care.
- Developed strong relationships with external service providers, ensuring a smooth handoff of patients upon discharge from the hospital setting.
- Collaborated with medical teams to identify high-risk patients who required targeted interventions for a successful transition to the next level of care.
- Ensured compliance with regulatory requirements by meticulously documenting patient progress and interventions in electronic health records.
Certified Medical Assistant/ Phlebotomist/ Welcome Coordinator
OAK STREET HEALTH- IN-1
06.2018 - Current
- Take vital signs, including blood pressure, pulse and temperature; accurately collect DNA, urine, and saliva samples for drug testing; collect for cancer screenings
- Responsible for a variety of venipuncture techniques involving the collection of blood specimens from patients for lab procedures and used in diagnosis
- Perform clerical duties including; preparing files and reports, monitor and replenishes supplies and maintains work areas
- Coordinators juggle tasks such as scheduling patient appointments, managing inbound and outbound phone calls, as well as managing administrative tasks including fax and mail distribution.
- Enhanced clinic efficiency by thoroughly documenting patient information and updating electronic health records.
- Provided compassionate care for patients, addressing their concerns and ensuring a positive experience.
- Collaborated with interdisciplinary teams to create comprehensive care plans tailored to individual patient needs.
- Performed diagnostic tests accurately, contributing to swift diagnosis and appropriate treatment options.
- Optimized inventory management, ordering supplies as needed while minimizing waste and adhering to budget constraints.
- Consistently maintained up-to-date certifications, demonstrating dedication to professional development and quality patient care.
- Facilitated continuity of care through proper scheduling of follow-up appointments based on physician recommendations.
Lead Testing Medical Assistant/ Screening & Vaccines / Quality Specialist
OAK STREET HEALTH- Tree House
06.2018 - Current
- Evaluate, plan, and implement quality assurance measures
- Analyze quality screening data, provide technical assistance, and reports to assist in monitoring and evaluation to the Screening Program
- Review patient medical records to ensure accuracy of physician documentation as compared to the Medicare approved verbiage
- Maintain, and update consistent reporting around productivity, turnaround time, and quality assurance
- Oversee the Screening and Vaccine Program, ensuring that processes are running efficiently, and confirming that all screening results are being returned accurately
- Monitors patients with open quality gaps and works with clinical staff and providers to address gaps
- Develops, trends and reports quality metrics open gaps daily for Providers, and Quality Personnel/Management with an emphasis on identification of areas for continual improvement and facilitating the implementation of action plans with Clinical Managers
- Perform Foot exams, EKG's, Quantaflo, ankle brachial index, eye exams, hearing test, spirometry testing for patients
- Perform urine dipsticks, urine drug screen, urine pregnancy tests, covid screening, influenza A & B screening, Hemoglobin A1C, hemoglobin/hematocrit and strep screening in compliance with all applicable standards and regulations
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Conducted community outreach events to promote wellness initiatives and expand access to healthcare services within the local area.
- Collaborated with medical and administrative personnel to maintain patient-focused, engaging and compassionate environment.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
Ambulatory/Urgent Care / Occupational Health -Clinical Supervisor
Community Health Network/ Med-check East
05.2016 - 05.2018
- Skillfully developed departmental goals, objectives, standards of performance, policies and procedures
- Organized the departments in accordance with Riverview Medical Group/Riverview Health Physicians' administrative guidelines in order to provide specified high quality medical services to meet the legal, organizational and medical staff guidelines
- Led the planning and achievement of departmental goals and objectives consistent with the organization's mission and philosophy
- Job responsibilities include staffing, appointment scheduling management, productivity, customer service, training, process and change implementation, payroll, facility and equipment, applicable information systems knowledge and use, electronic medical record documentation and meaningful use requirements, medical triage protocols and documentation, quality and survey regulatory accreditation requirements, quality audits, clinical education and licensure requirements, physician re-credentialing, insurance credentialing and billing guidelines, accounts receivable, fire drills and safety inspections, daily cash controls and bank deposits, all practice functions associated with business management, employee and physician retention, quality patient care, and finance.
- Served as a liaison between clinical staff and administration to address concerns and optimize workflows.
Triage Supervisor/ CMA/Phlebotomist
Diagnostic Medicine of Carmel
08.2015 - 05.2016
- Triaged patients phone calls and assessed their needs
- Refilled patient medication upon doctors approval, reconcile patients medication, filled patient pill box, submitted prior authorizations, and precertification to insurance companies
- Scheduled appointments, submitted referrals, record/document patient vitals and medical history and patient exam preparation
- Performed venipunctures, EKG's point of care testing, eye exam, hearing test, urine drug screens, and BAT's
- Administered injections and medication upon doctor approval.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Streamlined operations for increased efficiency through regular process reviews and implementing necessary changes.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Certified Medical Assistant/ Lab Assistant
Allied Health Group
06.2015 - 05.2016
- Urine drug screen collections, paternity collections, Mono Test, Flu test, Strep test, HCG pregnancy Test
- Rapidly adapted from instructional setting to [St
- Francis] setting without affecting productivity and improving wait time
- Proficient with Centrifuging machine, Complete Blood Count computer, Urine analysis, Blood Testing, Glucose testing
- Utilized standard procedures to prepare and collect specimens requested
- Comprehensive follow through of all action plans installed for patient safety
- Obtained vital signs and performed venipuncture
- Follow infection-control and safety procedures in carrying out daily phlebotomy functions
- Discarded hemolyses specimens, developed familiarity with the sample manager machine
- Optimized inventory management, ordering supplies as needed while minimizing waste and adhering to budget constraints.
- Prepare solutions and perform quality control checks on lab equipment.
- Improved patient satisfaction by providing efficient and accurate medical assistance during appointments.
Back Office Supervisor-Certified Medical Assistant
IU Health Physicians/ Primary Care- Glendale
03.2008 - 06.2015
- Supervised front office daily operations including overseeing providers and medical assistants
- Submitted referrals, managed pharmacy orders, physician orders, patient needs
- Scheduled appointments, ordered office supplies
- Reviewed billed claims, updated information needed to submit claims
- Translate diagnosis and medical information into codes using CPT, ICD-10-CM and HCPCS Level II classification systems
- Interact with physicians and assistants to ensure codes are accurate and ready to be converted into a medical billing claim
- Prepared patient rooms for upcoming procedures
- Administered medication, injections, lab draws upon providers' request
- Completed charting to record vital signs and input data into the medication manager
- Managed and fixed schedules of physicians, staff and patients
- Interviewed, hired and trained staff
- Facilitated improvement in the overall quality and completeness of medical record documentation through the query process along with formal and informal education
- Impacted financial reimbursement through improved quality of clinical documentation
- Reviewed medical records for identified payer populations (for example Medicare, Medicaid, Blue Cross Blue Shield) as directed on admission and throughout hospitalization
- Worked with Physician Advisor to improve Physician response to queries
- Documented reviews in EPIC system to ensure accurate reporting.
- Improved overall workflow efficiency by implementing new back office processes and procedures.
- Enhanced team productivity through regular performance monitoring and feedback sessions.
- Optimized resource allocation by tracking employee schedules, workload, and availability.
- Developed comprehensive training programs to enhance staff skills and knowledge in back office operations.
- Promoted a culture of continuous improvement by encouraging open feedback from team members.
- Reduced error rates by establishing strict quality control measures for all back office tasks.
- Maintained a high level of data accuracy by regularly reviewing reports generated by the team.
- Implemented strategies to improve cost-efficiency in the back office without compromising service quality.
- Collaborated with other supervisors to identify areas of improvement in overall business operations.
- Assisted upper management in the development of policies and procedures related to back office functions.
- Evaluated team performance against set targets, providing constructive feedback for continuous improvement efforts.
Education
High School Diploma -
Cornerstone Charter Academy High School
Belle Isle, FLAssociate of Applied Science - Health Management And Clinical Assistance
American National University
Lexington, KYAssociate of Science - Medical Insurance Billing
National College of Business And Tech-Lexington
Lexington, KYCertificate - Health Administration
National College
Nashville, TNCertificate - Level 1 Strategic Communication Certification
Queens University of Charlotte
Charlotte, NCAssociate of Applied Science - Operations Management And Supervision
National College of Business And Tech-Lexington
Lexington, KYSkills
- Multi-site operations
- Business administration
- Project management
- Strategic planning
- Financial performance
- Clinical experience
- Budget management
- In-depth claims knowledge and healthcare billing
- Collections and accounts receivable
- Quality and clinical competencies
- Regulatory compliance
- Leadership and career development
- Interpersonal skills
- Strong communication skills
- Staff motivation
- Change management
- Customer relations and service
- Public speaking
- Time management
- Community resources
- Decision-making
- Care planning
Certification
- AHA| BLS-CPR/AED, 08/2018
- NHA| Certified Medical Assistant -CMA, 10/2019
- NHA| Medical Billing & Coding -CBCS, 10/2019
Timeline
Transitional Care Coordinator (TCC)
OAK STREET HEALTH- Tree House
06.2018 - Current
Certified Medical Assistant/ Phlebotomist/ Welcome Coordinator
OAK STREET HEALTH- IN-1
06.2018 - Current
Patient Relations Manager
OAK STREET HEALTH- GREENSBORO
06.2018 - Current
Lead Testing Medical Assistant/ Screening & Vaccines / Quality Specialist
OAK STREET HEALTH- Tree House
06.2018 - Current
Ambulatory/Urgent Care / Occupational Health -Clinical Supervisor
Community Health Network/ Med-check East
05.2016 - 05.2018
Triage Supervisor/ CMA/Phlebotomist
Diagnostic Medicine of Carmel
08.2015 - 05.2016
Certified Medical Assistant/ Lab Assistant
Allied Health Group
06.2015 - 05.2016
Back Office Supervisor-Certified Medical Assistant
IU Health Physicians/ Primary Care- Glendale
03.2008 - 06.2015
High School Diploma -
Cornerstone Charter Academy High School
Associate of Applied Science - Health Management And Clinical Assistance
American National University
Associate of Science - Medical Insurance Billing
National College of Business And Tech-Lexington
Certificate - Health Administration
National College
Certificate - Level 1 Strategic Communication Certification
Queens University of Charlotte
Associate of Applied Science - Operations Management And Supervision
National College of Business And Tech-Lexington
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