MARISSA MOSELEY

• Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects
• Manage approximately 100 incoming calls, emails, and faxes per day from clinicians, external entities and patients
• Provided training for new hires, fostering a supportive learning environment conducive to success in their roles
• Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations
• Collaborated across departments to identify opportunities for process improvements and increased efficiency
• Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints
• Boosted customer satisfaction, addressing client concerns in a timely and professional manner
• Collected, arranged, and input information into database system
• Review clinical dashboards for continual improvement and quality assurance
• Assessment and distribution of weekly clinical dashboards
• Serve as the primary point of contact for Clinical Operations department email assignments, filtering inquiries, and appointing the appropriate team members to respond
• Identify, monitor, and share provider availability with Patient Operations and Referral Operations teams through weekly meetings to assess waitlist needs
• Coordinate clinicians’ calendars, ensuring alignment with patient appointments, supervision sessions, and other required or optional meetings
• Monitor clinician schedules to ensure clinician productivity and appropriate time and calendar management practices. Identify opportunities for improvement with calendar management and share feedback and recommendations with clinicians and clinical leaders
• Support the facilitation of patient transfers as necessary, ensuring a smooth process for both clinicians and patients
• Maintain the Master List of Providers, ensuring up-to-date and accurate records
• Leverage Monday.com to manage role- and department-specific boards, such as the onboarding checklist
• Troubleshoot EHR systems and business platforms to resolve technical issues efficiently
• Back up the Clinical Operations Manager as requested and support ad hoc projects at their request. Reporting & Data Management
• Utilize key functions within Salesforce, including dashboards, transition lists, report creation, individual dashboard management, re-engagement reports, and ad-hoc reporting and report discrepancies up to the Clinical Operations Supervisor
• Generate and review clinician-related reports such as missing notes, deleted notes, unlocked notes, and patients without follow-up appointments to conduct proper notification
• Conduct audits on clinician compliance training and productivity standards, identifying areas for improvement
• Research, develop, and report on clinical operations projects initiated independently or assigned for process optimization. Clinician Onboarding & Support
• Oversee and execute all pre - boarding-related tasks, ensuring a smooth transition for new clinicians before their official start date
• Serve as the primary facilitator for new clinician orientation, providing essential information and resources for a successful onboarding experience
• Provide onboarding support by training and assisting incoming clinicians
• Conduct providers' onboarding and deboarding processes in collaboration with necessary departments (People Operations, Marketing, etc.)
• Maintain the Clinical Buddy System by managing the spreadsheet and assigning pairings to support clinician integration
• Provide clinicians with enrollment assistance, access troubleshooting, and account information management for ERx IntakeQ
• Act as a resource for clinicians by providing guidance on clinical platforms, policy adherence, and workflow management
• Develop and maintain collaborative professional relationships between operations and clinical departments.
• Communicate effectively, professionally, and promptly with clinicians regarding operational needs and expectations
• Review and resolve patient complaints in a professional and timely manner, ensuring high-quality patient care
• Ensure clinician's adherence to clinical policies and procedures while proactively addressing compliance-related concerns
• Ensure attendance and engagement by contributing to all departmental meetings
• Promote a friendly work culture that encourages a fun, collaborative, and co-learning environment that benefits individuals' well-being, self-improvement and potential
• Perform other related role and team function duties as assigned by department and group leaders
• Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations
• Promoted a culture of accountability within the department by setting clear expectations for performance and holding team members responsible for achieving results
• Continuously sought opportunities for professional development in order to remain knowledgeable about industry best practices
• Provided training for new hires, fostering a supportive learning environment conducive to success in their roles
• Collaborated across departments to identify opportunities for process improvements and increased efficiency

● Communicate effectively, professionally, and promptly with clinicians

● Coordinate clinicians’ calendars with patients, supervisions, and other optional or mandatory meetings

● Monitor clinician schedules to ensure productivity and appropriate time blocks

● Develop and maintain collaborative professional relationships between operations and clinical departments

● Provide onboarding support by training and assisting incoming new clinicians

● Ensure efficient onboarding and deboarding processes of providers with thoughtful collaboration involving necessary departments (People Operations, Marketing, etc.)

● Be a resource by providing additional support with clinical platforms, policy adherence, and report management

● Audit clinician compliance trainings and productivity standards

● Research, develop, and report on clinical operations projects initiated by you or delegated to you to maximize efficiency

● Review and resolve patient complaints in a professional and timely manner

● Support facilitation of patient transfers

● Maintain the Master List of Providers

● Leverage Monday.com to maintain role and department specific boards

● Adept in troubleshooting EHR systems and business platforms

● Manage ongoing reports such as missing notes, deleted notes, unlocked notes, patients without follow-up appointments, and any other reports assigned/developed

● Ensure attendance and engagement by contributing to all departmental meetings

● Promote a friendly work culture that encourages a fun, collaborative, and co-learning environment that benefits individuals well-being, self improvement and potential

● Perform other related role and team function duties as assigned by department and group leaders

• Work collaboratively with account representatives and clients to manage 5 - 8 new clients for implementation of EZDERM technology thoroughly and on scheduled based on specific client timeline
• Assess and advise on client workflows on administrative, billing, and clinical side of software
• Stay up to date on all features including new features and workflows within software
• Understand common dermatology terms including but not limited to medications, diagnoses, and procedures
• Focused solutions on industry-specific workflow, client base and protocols, tailoring implementations to client needs.
• Configured, installed and handled troubleshooting tasks for variety of different applications.
• Explained complex, technology-related issues in basic, understandable terms to clients.

• Closely collaborated with project members to identify and quickly address problems
• Trained employees in procedures and protocols as directed by company regulations
• Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows
• Supervised 15 - 20 team members, offering constructive feedback regarding work performance
• Ensure full scheduled shift coverage
• Evaluated employee performance and coached and trained to improve weak areas
• Conduct quarterly quality assurance checks of SOAP notes to maintain optimum standards
• Correctly enter administrative, training, and regular shift hours
• Communicate with human resources for advice concerning terminations and work visas, as needed
• Classroom and floor train new scribes ensuring adequately trained
• Ensure each scribe that is allowed to work independently is proficient
• Complete Chief Scribe Monthly Report and keeping it up to date
• Meet with Scribe Program's Project Leader with updates in bi - weekly meetings
• Arrange quarterly All-Scribes meetings
• Ensure compliance with ScribeAmerica policies and procedures
• Update scribe compliance with facility requirements
• Follow protocol for employee resignations and terminations
• Complete identity and employment verification forms and verify new hires identity
• Assist assigned provider in establishing and providing professional, quality medical care to patients and quality support in medical clinic
• Performs delegated responsibilities in which education and training has been provided and competency assessed
• Accompany providers into exam rooms to document all provider/patient interactions while interacting with both
• Accurately and thoroughly document medical visits and procedures as performed by medical provider, including but not limited to SOAP
• Manage, document and sort medical documents in EPIC - EMR system
• Demonstrates knowledge of and competently performs technical procedures

• Organized files and took inventory of machines for surplus
• Created Excel documents for various projects including editing manuals for correcting spelling and grammar to ensure accuracy
• Configured and set up over 10 iPads, MacBook Pros and re-imaged PCs daily
• Performed tests on and troubleshoot PC's, MacBook and iPads
• Set up and Installed printers including installing and removed programs and software from computers
• Responded to support requests from end users, patiently explained basic troubleshooting tasks
• Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
• Configured hardware, devices and software to set up work stations for new employees
• Helped streamline repair processes and update procedures for support action consistency
• Increased customer satisfaction by resolving issues
• Monitored company inventory to keep stock levels and databases updated