LEONORA UMUHOZA
King of Prussia
Summary
Detail-oriented medical practice manager with 10 years of experience overseeing all administrative functions to ensure efficient office operations. Adept at managing budgets and staff. Implementing systems to improve productivity and patient satisfaction. Skilled in healthcare compliance and using data analytics to drive improvements
Overview
8
8
years of professional experience
Work History
Practice Administrator (Contract)
LSR Wellness & Concierge Medicine
12.2023 - 07.2024
- Directed the daily operations of the practice, including the front desk and call center ensuring smooth and efficient workflow
- Managed a team handling inbound customer service calls, including patient scheduling, insurance verifications, and payment inquiries
- Maintained a strong focus on delivering high-quality, service-oriented interaction
- Cultivated a service-oriented environment, emphasizing strong customer service skills, empathy, and problem-solving capabilities
- Trained staff to prioritize patient satisfaction and effective issue resolution
- Demonstrated strong empathy and problem-solving skills in handling patient concerns, ensuring timely and satisfactory resolutions that enhanced patient trust and loyalty
- Proficiently navigated through multiple systems simultaneously to provide accurate and timely information to patients, streamlining operations and improving service delivery
- Developed and implemented training programs to optimize front desk and call center operations
- Focused on continuous improvement, staff development, and adherence to best practices.
Practice Manager
Catholic Health System, WNY
09.2021 - 09.2023
- Provided strategic operational leadership, supervision, and direction regarding all administrative, financial, regulatory, quality, human resources, patient/employee satisfaction and clinical aspects
- Successfully led a team of 25, achieving streamlined operations and high patient satisfaction
- Introduced efficiency-boosting policies that enhanced daily workflows, including implementation of technology and best practices
- Consistently met financial targets through effective budgeting and expense monitoring
- Identified and capitalized on key performance indicators, driving continuous improvement
- Enhanced staff performance through comprehensive training and development programs
- Effectively resolved patient concerns, ensuring a satisfaction rate above industry average.
Medical Office Manager
Catholic Health System, Trinity Medical, WNY
09.2020 - 09.2021
- Improved patient experience by reducing wait times through new check-in/out procedures
- Ensured 100% compliance with HIPAA, OSHA, and other regulations
- Enhanced operational efficiency by implementing advanced EMR system for insurance claims
- Produced insightful reports that influenced strategic decisions based on patient volumes and insurance payments.
Front Office Manager/Health Information Manager
Jericho Road Community Health Center
08.2018 - 08.2020
- Successfully managed a department of 18, ensuring smooth daily operations
- Enhanced patient record quality, meeting all medical, legal, and ethical standards
- Achieved high employee satisfaction through regular performance evaluations and feedback
- Streamlined physician and patient scheduling, resulting in improved operational efficiency
- Successfully managed departmental budgets and authorized critical equipment and supply purchases.
Medical Records Coordinator
Evergreen Health Services
07.2016 - 08.2018
- Efficiently managed medical records, ensuring timely and accurate processing
- Achieved 100% compliance with the Health Insurance Portability and Accountability Act of 1996 guidelines for all medical record requests
- Enhanced EMR system by scanning and indexing all required documents in MEDENT
- Successfully coded and entered diagnosis codes, ensuring accurate patient charts
- Kept accurate log of requests for medical information and records
- Identified new methods to optimize medical records management
- Maintained accuracy, completeness, and security for medical records and health information
- Established and managed policies for completing, coding, signing, and indexing records.
Education
Bachelor of Science - Health Services Administration
D'Youville College
Buffalo, NY05.2016
Bachelor of Science - Economic Science and Management
Kigali Independent University
Kigali, Rwanda12.2009
Skills
- Group practice management
- Exceptional interpersonal skills
- Staff training, motivation and development
- Proficient in EMRs
- Medicare and Medicaid regulations
- Restructuring
- Private, No Fault, Workers Compensation and Private insurance
- Microsoft Word, Excel, PowerPoint implementation and Outlook; QuickBooks
- Marketing
- Service Quality Improvement
- Human Resource
- Team Player
Community Service
May 2011, Present, Vive La Casa- Refugee Shelter, Buffalo, NY, Perform various translations and interpretations for refugees from French, Swahili, and other languages into English, including legal documents, written text, audio files, live speaking presentations, etc...
Keep individual information confidential when translating personal and immigration materials.
Successfully translated over 300 complete projects, ranging from personal documents, legal, and websites, from different languages to English.
References
References are available upon request.
Timeline
Practice Administrator (Contract)
LSR Wellness & Concierge Medicine
12.2023 - 07.2024
Practice Manager
Catholic Health System, WNY
09.2021 - 09.2023
Medical Office Manager
Catholic Health System, Trinity Medical, WNY
09.2020 - 09.2021
Front Office Manager/Health Information Manager
Jericho Road Community Health Center
08.2018 - 08.2020
Medical Records Coordinator
Evergreen Health Services
07.2016 - 08.2018
Bachelor of Science - Health Services Administration
D'Youville College
Bachelor of Science - Economic Science and Management
Kigali Independent University
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