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.
