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.
