Telehealth Operations Coordinator

Managed device and tablet operations, procurement, and support for over 4,000 medical devices and over 1,000 tablets, expanding over 1,000 patients across 5 hospitals and private practices.
• Developed tablet and remote patient monitoring (RPM) support documentation consisting of 7 unique medical devices.
• Reconciled invoices monthly consisting of over $12,000 in medical device procurements and data fees.
• Troubleshot medical devices and tablet issues for over 100 providers.
• Collaborated with over 10 engineering team members on process improvement for mobile and web applications, as well as client and patient support issues.
• Managed device inventory for over 400 medical devices and tablets.

Sub-Contractor for Deloitte in Falls Church, VA, full time in support of the US Navy Bureau of Medicine (BUMED) and the Integrated Medical Management team. Supports project management, operations, and stakeholder management with military health personnel on the execution of 11 deliverables related to medical management.
 Developed a Plan of Action and Milestones over 18 months, based on a readiness current state assessment.
 Created a Utilization Management Standard Operating Procedure focusing on responsibilities and best practices for 40 utilization managers across 27 Military Treatment Facilities.
 Developed a facilitation guide and a project plan for a focus group related to the MHS GENESIS electronic health records system.
 Assisted in creating a medical management personnel directory consisting of over 300 Navy personnel.
 Gained additional experience on population health, attention to detail, Microsoft Office, and critical thinking.

Supported the Practice Manager in the daily operations of a $13M practice. Supervised 55+ staff members; coached, mentored, evaluated, and recognized outstanding performers. Ensured policies, procedures, and processes followed practice protocols, State and Federal law and regulations, and AAAHC accreditation guidelines.
 Increased patient satisfaction and expanded the usage of the patient relationship management system.
 Improved phone answering average from 35% to 90% by coaching 12 administrative team members to answer over 200 daily calls.
 Improved average time of service collections from 60% to 85%.
 Decreased AR over 120 days by over $50,000 by holding administrative team members accountable of following up on unpaid insurance claims and past due patient balances.
 Selected to join the Quality Assurance Committee tasked with identifying ways to improve patient safety and processes.

Performed benchmark analysis for OR efficiency pilot; identified cultural barriers and inefficiencies within OR and presented results at regional Patient and Family Centered Care (PFCC) Conference. Facilitated events for visiting C-suite executives including tours of orthopedic operations.
 Completed time study project on nurse capacity, and identified overstaffing of clinics, resulting in potential savings of $180,000.
 Identified $19,500 in potential saving from excess FTE and labor inefficiencies in the after-hours clinic.
 Performed queuing analysis for x-ray efficiency and used EPIC to determine patient flow in radiology to prevent long wait times.

 Analyzed data on 175 participants in the Concussion Care and Training Project: A Pilot Education Program for Youth Sports Organizations (presented at synopsis meeting in Houston, TX). Identified that educational materials improved the knowledge of coaches and nurses regarding concussion law awareness, signs and symptoms, and attitude.
 Identified deficiencies with homeless and behavioral patients within ED, psychiatric unit, and social work that aided the decision to transfer psych unit to another hospital, and improved throughput, patient safety, and staff and patient satisfaction.
 Assisted HR with planning New Hire Orientation and conducted file audits for over 2,200 employees.