Rose Thomas
Lebanon
Summary
Dynamic Practice Manager with extensive experience at Penn Medicine Lancaster General Hospital, adept in staff management and workflow optimization. Proven track record in enhancing patient satisfaction through effective communication and compliance with healthcare regulations. Bilingual and skilled in inventory management, fostering a collaborative environment that drives team performance and operational efficiency.
Overview
17
17
years of professional experience
Work History
Practice Manager for Family Med and Wellness Exp
Penn Medicine Lancaster General Hospital
05.2023 - 04.2025
- Ordered all office supplies and kept check on inventory levels.
- Conducted regular staff meetings to facilitate open communication channels among team members leading to improved collaboration and problemsolving.
- Oversaw daily operations of the medical practice such as staffing schedules, inventory management, office upkeep ensuring an organized work environment conducive to efficiency and patient satisfaction.
- Addressed and remedied all patient or team member issues.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Developed and maintained policies and procedures to ensure compliance with healthcare regulations, resulting in successful audits from regulatory bodies.
Medical Front Office Supervisor
Penn Medicine Lancaster General Hospital
05.2021 - 05.2023
- Coordinated seamless communication between medical providers and patients, ensuring accurate documentation and billing practices.
- Implemented effective inventory management strategies to maintain optimal supplies levels while minimizing costs.
- Promoted a positive work environment by addressing employee concerns promptly and fostering open communication among team members.
- Facilitated smooth transitions for new hires by developing comprehensive orientation materials and providing ongoing support as needed.
- Improved staff productivity through regular training sessions, performance evaluations, and feedback.
- Led weekly team meetings focused on improving overall clinic performance while addressing individual areas for growth.
Customer Support Specialist
Penn Medicine Lancaster General Hospital
11.2019 - 05.2021
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
- Implemented effective troubleshooting techniques for faster problem resolution and improved customer satisfaction levels.
Medical Office Associate
Penn State Hershey Medical Center
09.2018 - 11.2019
- Collaborated with healthcare providers on treatment plans and referrals to specialty services as needed, enhancing continuity of care for patients.
- Supported the practice''s marketing efforts by maintaining an up-to-date website, creating promotional materials, and managing social media accounts to attract new patients.
- Developed strong relationships with patients and their families, fostering trust and open communication throughout their care journey.
- Elevated patient experience with friendly interactions at check-in/check-out while diligently verifying demographic information for accuracy during each visit.
Salon Owner/Operator
Mane Salon
10.2013 - 06.2018
- Managed salon operations efficiently, ensuring smooth day-to-day functioning and top-quality customer experiences.
- Consistently maintained a clean, organized, and welcoming environment for clients and staff members alike.
- Ensured compliance with state regulations regarding licensing, sanitation procedures, and workplace safety guidelines.
- Increased customer retention through exceptional service and consistent follow-up communication.
Hair Salon Manager
MasterCuts - Regis
09.2010 - 09.2013
Day Spa Manager
Leo's on Chocolate
09.2008 - 08.2010
Education
Bachelor of Science - Health Care Administration
Saint Joseph's University
Lancaster, PA05-2027
Skills
- Schedule management
- Practice management
- Staff management
- Workflow management
- Fluent bilingualism
Accomplishments
Collaborated with work groups to improve patient access, and create the Urgent Care to Primary Care system. This system included daily communication of Primary Care office's same day and future needs, and deploying Urgent Care providers to those offices to increase access. I presented on behalf of our work group at both a Town Hall with major stakeholders. As well as the Boardroom Executives.
I am also the Lancaster General Health representative for Reach out and Read. My responsibilities include oversight of all practices participating, inventory and ordering, bimonthly reporting, and ensuring proper training for all new providers.
Languages
Spanish
Professional Working
Timeline
Practice Manager for Family Med and Wellness Exp
Penn Medicine Lancaster General Hospital
05.2023 - 04.2025
Medical Front Office Supervisor
Penn Medicine Lancaster General Hospital
05.2021 - 05.2023
Customer Support Specialist
Penn Medicine Lancaster General Hospital
11.2019 - 05.2021
Medical Office Associate
Penn State Hershey Medical Center
09.2018 - 11.2019
Salon Owner/Operator
Mane Salon
10.2013 - 06.2018
Hair Salon Manager
MasterCuts - Regis
09.2010 - 09.2013
Day Spa Manager
Leo's on Chocolate
09.2008 - 08.2010
Bachelor of Science - Health Care Administration
Saint Joseph's University
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