Michelle Nelson
Practice Manager / Senior Debt Collector/ Medical Billing / Receptionist /
FOCHVILLE,NW
Summary
Dynamic leader with a proven track record at Medfordtis, enhancing client relations and achieving consistent revenue growth. Expert in strategic business planning and operations management, I excel in patient engagement and staff development. Skilled in implementing quality improvement initiatives, I've significantly boosted efficiency and patient satisfaction, demonstrating exceptional problem-solving and organizational skills.
Overview
12
12
years of professional experience
Work History
Medical Practice Manager, Senior Debt Collector,
Diphiyo Renal Services
FOCHVILLE
08.2022 - Current
- Ordered all office supplies and kept check on inventory levels.
- Provided outstanding support to entire staff which helped improve process flow and boosted efficiency.
- Supervised team of 20 office personnel.
- Oversaw accounting, budgeting, and financial reporting.
- Addressed and remedied all patient or team member issues.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Handled job duties for staff members which were unavailable or out of office.
- Consulted with healthcare professionals on business decisions.
- Assisted with regulatory issues such as compliance.
- Developed close working relationships with front office and back office staff.
- Created and implemented organizational policies and procedures.
- Developed and maintained electronic record management systems to analyze and process data.
- Coordinated with physicians to optimize patient care plans, ensuring timely interventions and positive outcomes.
- Increased revenue generation by identifying opportunities for practice growth through expansion of services or acquisition of new patients.
- Improved patient satisfaction by streamlining appointment scheduling and implementing a more efficient check-in process.
- Managed budget for the medical practice, reducing overhead costs through careful resource allocation and vendor negotiation.
- Developed and maintained policies and procedures to ensure compliance with healthcare regulations, resulting in successful audits from regulatory bodies.
- Collaborated with marketing team to develop strategies for promoting practice''s services within the community, resulting in increased brand awareness and patient referrals.
- Conducted regular staff meetings to facilitate open communication channels among team members leading to improved collaboration and problemsolving.
- Facilitated smooth transitions between various departments within the practice by fostering a collaborative working environment among staff members.
- Managed human resources functions including recruitment, hiring, onboarding, payroll administration, benefits coordination, and employee relations counseling.
- Established strong relationships with vendors for medical supplies and equipment, negotiating favorable contracts to reduce operational expenses.
- Implemented quality improvement initiatives aimed at enhancing patient experience while adhering to industry best practices.
- Enhanced staff productivity through implementation of effective training programs and performance evaluations.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Provided supervision and management to team of support personnel.
- Boosted staff morale by offering constructive feedback and specific direction.
- Developed and implemented strategies to improve patient access, satisfaction and care quality.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Implemented successful healthcare program through professionalism, quality of care, medical teaching and patient satisfaction.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Created customized care plans, working with hospital staff and families to assess and meet individual needs.
- Maintained high volume of calls and met demands of busy and productive group.
- Utilized various skip tracing tools effectively locating hard-to-find debtors, increasing opportunities for successful collections.
- Regularly monitored accounts to identify overdue balances and potential areas of risk.
- Maintained detailed records of all collection activities, ensuring accuracy and timely reporting to management and clients.
- Documented customer payment interactions and account statuses for future reference.
- Maintained comprehensive knowledge of state and federal debt collection laws, protecting the company from potential legal issues.
- Verified compliance with relevant laws, regulations and best practices related to customer account management.
- Collaborated with legal team to prepare documentation for court proceedings, ensuring compliance with regulations and proper representation of the company''s interests.
- Streamlined collection processes, optimizing efficiency through automation and prioritization of high-risk accounts.
- Assisted in training new hires on company policies, procedures, and best practices for effective debt collection techniques.
- Resolved complex cases involving bankruptcy filings or disputed claims by working closely with internal departments and external agencies as needed.
- Reduced delinquency rates with consistent follow-up calls and persuasive communication techniques.
- Boosted customer relations, calmly addressing and resolving debtor inquiries and complaints.
- Enhanced team performance with regular training sessions on negotiation and communication techniques.
- Built strong relationships with debtors, fostering cooperative environment for discussing and resolving outstanding debts.
- Implemented electronic health record system, improving data accuracy and accessibility while reducing paperwork burden.
Managing Director
Medfordtis
Pretoria, South Africa
03.2019 - 03.2022
- Strengthened client relationships with regular communication, timely project delivery, and high-quality services.
- Delivered consistent revenue growth by identifying new business opportunities and expanding service offerings.
- Developed comprehensive business plans, outlining long-term goals and actionable steps toward success.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals.
Supervisor of Operations
Precision Medical Solutions
Pretoria, South Africa
01.2013 - 02.2021
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
Education
High School Diploma -
Pretoria Tuine Highschool
Pretoria 04.2001 -
Skills
Patient engagement
Office procedures
Quality improvement
Operations management
Client consulting
Patient relations
Supplies ordering
Staff management
Strategic planning
Payroll administration
Appointment scheduling
Revenue cycle management
Healthcare compliance
Strategic business planning
Workflow management
Staff supervision
Bookkeeping
Marketing
Patient service
Workflow planning
Policy and procedure development
Electronic health records
Resource management
Human resources management
Medical coding
Resource allocation
Insurance billing
Practice management
Budget oversight
New hire training
Medical billing
Performance metrics
Staff guidance
Medical personnel recruitment
HIPAA
Strategic consulting
Referral management
HIPAA and OSHA regulations
Managing medical practices
Medical practice management
Reimbursement tracking
Medical practice oversight
Practice marketing
Employee issue resolution
Managing files and records
Training program implementation
Hiring medical personnel
Employee performance
Staff development
Continuous improvement
Records management
Policy implementation
Schedule management
Budgeting expertise
Human resources
Teamwork
Patient education
Teamwork and collaboration
Patient education and counseling
Customer service
Patient safety
Problem-solving
Time management
Patient care assessment
Problem-solving abilities
Multitasking
Excellent communication
Decision-making
Self motivation
Adaptability and flexibility
Verbal and written communication
Critical thinking
Organizational skills
Training and mentoring
Employee supervision
Attention to detail
Problem-solving aptitude
Employee performance evaluations
Public speaking
Timeline
Medical Practice Manager, Senior Debt Collector,
Diphiyo Renal Services
08.2022 - Current
Managing Director
Medfordtis
03.2019 - 03.2022
Supervisor of Operations
Precision Medical Solutions
01.2013 - 02.2021
High School Diploma -
Pretoria Tuine Highschool
04.2001 -