Cynthia Cox

Recognized as a resourceful problem solver and trusted liaison for executives, staff, and clients/patients alike. Proficient in the full Microsoft Office Suite and modern digital tools, with a passion for operational efficiency and cultivating high-performing, positive workplace environments. Experienced in supporting senior leadership across complex, multi-location organizations. Skilled in executive reporting, policy implementation, compliance oversight, and cross-functional coordination.

Practice Manager & Human Resources - Medical Practice - Fort Myers, Florida

(1999-02)

Provide strategic leadership and operational oversight for a rapidly growing, seven-location, multi-specialty practice consisting of 22 providers and approximately 225 employees.

• Provide overall leadership and direction for daily operations across seven practice locations, ensuring consistency, efficiency, productivity, and exceptional patient care.
• Directly oversee a 10-member management team, providing leadership, guidance, accountability, and support with operational challenges, employee matters, patient concerns, and equipment needs.
• Develop, implement, and continually refine policies and procedures across all practice departments, including front office, clinical operations, optical, and surgical services.
• Maintain strong working relationships with providers, ensuring appropriate staffing, operational support, productivity, and open communication.
• Manage physician schedules and templates to maximize efficiency, provider productivity, and patient access.
• Conduct provider and technician time studies to identify workflow improvements and reduce patient wait times without compromising quality of care.
• Direct all human resources functions while ensuring compliance with applicable federal and Florida employment regulations.
• Oversee recruitment, hiring, onboarding, orientation, employee relations, disciplinary actions, terminations, incident reporting, and annual employee training.
• Provide guidance and support to managers regarding employee performance, workplace concerns, and personnel matters.
• Foster a positive, accountable, and team-oriented workplace culture through employee engagement and leadership initiatives.
• Introduced the FISH! Philosophy throughout the organization, helping promote a positive workplace environment, stronger teamwork, and exceptional customer service.
• Generate, review, and analyze monthly productivity, patient volume, and revenue reports.
• Present operational and financial performance summaries to practice ownership and providers.
• Monitor departmental performance and identify opportunities for improved efficiency and revenue generation.
• Serve as the primary liaison between practice leadership and the IT Director regarding hardware, software, and technology-related needs.
• Function as the practice’s primary in-house resource for the Compulink Electronic Health Record (EHR) system.
• Troubleshoot and resolve EHR errors and operational issues, develop and maintain system templates and tables, and implement necessary system modifications.
• Participate in the implementation of new technologies and systems to improve operational efficiency and accuracy.
• Serve as HIPAA Privacy Officer and assist the Security Officer in maintaining organizational compliance.
• Conduct annual HIPAA Security Risk Analyses and periodic compliance audits.
• Monitor Merit-based Incentive Payment System (MIPS) reporting and complete annual attestation through the IRIS Registry.
• Maintain awareness of applicable federal and state regulatory requirements and implement processes to support ongoing compliance.
• Oversee the internal Call Center, leading its growth from a single receptionist position into a high-volume department.
• Ensure comprehensive staff training on provider-specific procedures, scheduling requirements, services, and associated costs.
• Maintain high customer service standards while ensuring patient needs are accommodated efficiently.
• Personally manage escalated and sensitive patient concerns, resolving difficult situations with professionalism, empathy, and sound judgment.
• Maintain direct communication with patients to ensure the practice consistently exceeds expectations.
• Encourage patient testimonials and actively participate in patient experience initiatives.