Tashena

Accomplished healthcare operations professional with more than 20 years of progressive experience in ambulatory care, patient access, practice operations, revenue cycle support, and healthcare administration. Demonstrated success leading multi-site operations, supervising high-performing teams, optimizing patient flow, improving customer service, and strengthening front-end revenue cycle processes. Promoted five times within the same organization—from Medical Receptionist to Director of Patient Services—through consistent performance, leadership, operational expertise, and a commitment to delivering exceptional patient care.

Known for building collaborative relationships, developing staff, improving workflows, and partnering with physicians and executive leadership to achieve organizational goals.

Director of Patient Services - Brooklyn Plaza Medical Center, Inc. - Brooklyn, NY

(2020-09)

• Provide operational leadership for three ambulatory practice locations serving approximately 35,000 patient visits annually.
• Supervise, mentor, and evaluate a team of 16 administrative professionals while promoting accountability, collaboration, and exceptional customer service.
• Direct front-end operations including patient registration, scheduling, insurance verification, referrals, prior authorizations, and patient flow.
• Collaborate with physicians and executive leadership to improve operational efficiency and patient satisfaction.
• Manage escalated patient concerns, insurance issues, and operational challenges while ensuring timely resolution.
• Participate in daily interdisciplinary leadership huddles to coordinate staffing, patient flow, and operational priorities.
• Review telephone dashboards and conduct quality assurance monitoring to improve customer service and call performance.
• Manage after-hours provider messaging and patient communications.
• Develop policies, procedures, and workflow improvements that increase operational efficiency.
• Participate on the Emergency Management Preparedness Team.
• Serve on the Quality Assurance/Performance Improvement Committee.
• Serve on the Patient Satisfaction Committee.
• Serve on the Special Events Committee.
• Played an integral role in the organization's eight-month eClinicalWorks implementation, including workflow analysis, testing, training, and implementation.

Executive Administrator to the Chief Executive Officer - Brooklyn Plaza Medical Center, Inc. - Brooklyn, NY

(2015-09 - 2020-08)

• Served as executive liaison to the CEO and senior leadership team.
• Coordinated executive meetings, strategic initiatives, organizational projects, and board communications.
• Managed confidential correspondence, reports, presentations, and executive calendars.
• Assisted with organizational planning, policy implementation, and special projects.
• Collaborated across departments to support operational initiatives and continuous improvement efforts.

Front Office Supervisor / Credentialing Coordinator - Brooklyn Plaza Medical Center, Inc. - Brooklyn, NY

(2008-05 - 2015-08)

• Supervised front office operations in a busy multi-provider ambulatory practice.
• Managed patient registration, scheduling, insurance verification, referrals, prior authorizations, and pre-certifications.
• Oversaw physician credentialing and payer enrollment.
• Trained, coached, and evaluated front office staff.
• Served as a liaison between providers, insurance companies, and clinical departments to improve patient access and operational efficiency.

Billing Supervisor - Brooklyn Plaza Medical Center, Inc. - Brooklyn, NY

(2006-10 - 2008-04)

• Supervised daily billing operations and front-end revenue cycle activities.
• Verified insurance eligibility, benefits, authorizations, and patient financial responsibility.
• Managed claims processing, payment posting, denial resolution, and account follow-up.
• Assisted patients with billing inquiries, payment plans, and insurance concerns.
• Collaborated with providers and insurance carriers to resolve complex reimbursement issues.

Medical Receptionist - Brooklyn Plaza Medical Center, Inc. - Brooklyn, NY

(2004-05 - 2006-09)

• Registered patients while accurately collecting demographic, insurance, and financial information.
• Scheduled appointments and maintained provider schedules.
• Verified insurance coverage and collected co-payments.
• Managed high-volume incoming telephone calls and triaged patient inquiries.
• Maintained electronic medical records while ensuring HIPAA compliance.
• Provided exceptional customer service in a fast-paced ambulatory care environment.

Associate's Degree - Healthcare Administration - Plaza College