Viktoria Campbell

A dynamic healthcare operations leader who specializes in building scalable care delivery systems, improving patient access, developing teams, and translating strategy into sustainable workflows. Recognized for standardizing workflows, optimizing revenue and compliance, reducing access barriers, and delivering top-tier KPIs. Trusted advisor to executive leadership on workforce optimization, business growth, and strategic planning.

Clerical Supervisor II at Novant Health (2025-11 – Present)

Lead front-end revenue cycle and administrative operations, ensuring accuracy, compliance, and efficiency across all patient access functions.

• Eliminated overtime (100% reduction) through strategic staffing alignment, schedule optimization, and productivity management.
• Redesigned registration workflows, reducing patient check-in time to under 1 minute on average and improving patient flow.
• Achieved and sustained an average registration time of 2 minutes and 28 seconds, exceeding organizational performance benchmarks.
• Supervise, coach, and develop non-clinical staff, driving accountability, engagement, and consistent high performance.
• Partner with clinical and regional leadership to optimize scheduling, registration, and referral processes while driving continuous improvement through workflow standardization and Lean initiatives.

Practice Manager at Avance Care (2023-11 – 2025-11)

• Led the implementation of Epic EMR, overseeing clinic-level workflows and coordinating with cross-functional teams to ensure a seamless transition.
• Oversaw P&L management, vendor relationships, and multidisciplinary team leadership to drive sustained operational and financial growth.
• Launched a new primary care and sports medicine clinic in a competitive market by partnering with the lead physician and establishing end-to-end startup operations.
• Managed the transition of the clinic from corporate to physician ownership, overseeing all operational, financial, and administrative functions.
• Drove patient engagement and market visibility, generating 250+ five-star Google reviews within 16 months.
• Maintained Net Promoter Scores (NPS) of 98% or higher month over month while developing SOPs and policies to standardize operations.

Area Practice Administrator at QualDerm Partners (2022-11 – 2023-11)

• Directed daily operations across multiple dermatology and Mohs surgery sites during a national merger, providing financial oversight, P&L management, SOP development, and multi-site team leadership.
• Led implementation of EMA EMR and Phreesia scheduling tools to expand patient access and improve service quality.
• Sustained Net Promoter Scores (NPS) above 96% month over month through workflow optimization and patient experience initiatives.

Practice Manager at Atrium Health (2022-03 – 2022-11)

• Optimized revenue performance by improving billing workflows and clinician engagement across 18+ providers while directing daily practice operations to enhance patient access and provider efficiency.
• Reduced no-show rates by 10% through proactive pre-visit outreach, patient education, and scheduling optimization.
• Eliminated financial barriers for Medicaid patients by redesigning workflows and streamlining eligibility verification processes.

Practice Manager / Training and Implementation Manager at CoreLife Healthcare (2020-08 – 2022-03)

• Onboarded and trained administrative teams on Epic Cadence, driving strong system adoption and operational efficiency.
• Authored the North Carolina Clinic Operations Guide, standardizing workflows across multiple locations.
• Achieved top 2% national KPIs through consistent delivery of a multidisciplinary weight management care model.
• Spearheaded the opening of nine new clinics in a new state and market, enabling rapid patient acquisition and sustainable growth.

Patient Services Manager at Wake Forest Baptist Medical Center (2019-01 – 2020-08)

• Enhanced inpatient experience through direct patient engagement strategies and frontline staff coaching.
• Reduced service recovery time from 22 hours to under 1 hour by implementing proactive engagement and escalation protocols.
• Increased patient satisfaction by leading monthly performance reviews and continuous improvement initiatives.

Patient Services Coordinator at Novant Health (2012-10 – 2019-01)

• Increased front-desk efficiency by streamlining registration and insurance verification workflows.
• Enhanced revenue integrity by collecting patient payments and managing insurance claims across multiple payer types.
• Achieved and sustained 100% scheduling contact through effective referral management and eligibility follow-up.
• Improved patient satisfaction by delivering responsive service and consistent, clear communication.

Bachelor of Science in Management – University of Phoenix (2017)

Associate in Applied Science in Medical Office Administration – Rowan-Cabarrus Community College (2012)