Administrator or Administrative Director or Department Administr

Hollis Ann Miker H: 440-331-5201 C: 440-537-9090 [email protected] http://www.linkedin.com/in/hollismiker CAREER SUMMARY Accomplished Healthcare Administrator with a unique combination of analytical and management skills honed through 20+ years of managing all aspects of healthcare operations / administration, including financial management, quality improvement, program development, human resource management, information systems, clinical support. Entrepreneurial leadership style that thrives in dynamically challenging environments requiring focused decision making. Possesses a steadfast commitment to excellence with highly effective planning, organizational and communication skills. Collaborates well with doctors, colleagues, and patients to ensure quality patient care and effective and efficient programs. Specific expertise in the following: * * * * * * * * * *

Administrative / Operations Management Collaborative Leadership Style Strategic Business Planning P&L Responsibilities Quality Management Project Management Exceptional Communication Skills Customer Focused Physician Practice Development MS Office, Epic EMR

PROFESSIONAL HISTORY Cleveland Clinic Health System, Cleveland, OH 2004 - 2011 World-class $5.2 billion multi-specialty medical / research center. Digestive Disease Institute Regional Administrator 2010 - 2011 Developed, in conjunction with medical and administrative leadership, regional practice business and expansion plans, including the evaluation of existing office space and planning for future space needs. Managed a staff of five reimbursement specialists, and five professional fee coders at the second largest institute within the Cleveland Clinic system. * Led staff in the development and implementation of strategies and policies to increase volume, access, and overall patient satisfaction in order to accomplish sustained profitable growth of existing DDI regional practices. * Identified and resolved issues related to staffing, equipment and access, resulting in increased productivity and reduced patient wait times. Achieved 90% target for same-day access appointments. * Developed collaborative relationships and joint ventures with 12 Cleveland Clinic Family Health Centers and 10 regional hospitals in order to identify new market opportunities for DDI. Led expansion of DDI main campus programs and service lines to regional sites in order to meet patient demands.

* Managed compliance database in support of Joint Commission and other (billing) regulatory requirements. Led DDI Compliance Committee. Western Region Physician Practices - Director, Operations 2008 - 2010 Directed practice operations for the western region of the Cleveland Clinic Health System, including: 70 employed physicians, 15 practice managers, and 150 support staff. Specialties included: Internal Medicine, Family Practice, OB / GYN, and Pediatrics. * Accountable for annual charges in excess of $57,000,000 and revenues in excess of $26,000,000. * Spearheaded short- and long-term strategic planning, including practice development, deployment of Epic EMR, medical office expansion, and relocation. *Directed clinical operations, while enhancing operational effectiveness, with an emphasis on cost containment and high quality patient care. * Worked with Internal Audit staff to ensure physician practice compliance with policies and procedures. Developed corrective action plans. * Reviewed, on a monthly basis, physician coding audit results, volume / revenue dashboards and physician scorecards. Identified positive and negative trends; presented performance reports to the administrator. Developed action plans to improve performance by increasing RVUs. * Served on vendor services committee to standardize contracts and reduced expenses as follows: collection agencies (10%), transcription (4%), answering service / pagers (6%), linens, (12%) and document storage/destruction (5%). * Served on finance committee. Consolidated professional charge master files from 18 to 1. Resulted in an increase in gross charges of $12 million, and an increase in net revenue of $1 million. Reduced the number of billing vendors from 6 to 2, thus reducing billing expenses from 12% to 6%. Northeastern Ohio Neurosurgical Associates A Cleveland Clinic Owned Physician Practice, Practice Administrator 2004 - 2008 Managed practice operations for the neurosurgery practice within the Cleveland Clinic Health System Eastern Region. Annual visits totaled 10,000, and surgical cases totaled 1,700. Managed 10 direct reports. Managed entire revenue cycle for $20 million in practice plan funds. * Reduced practice expenses by > $100,000.00 through process improvements, soliciting bids, and renegotiating vendor contracts for practice support services. * Initiated and implemented the transition from an in-house transcription unit to a web-based local vendor. Resulted in a 50% improvement in turnaround time with a 98% accuracy rate and a 50% reduction in transcription costs. * Developed a quality assurance program to measure and report on medical coding, billing charge entry, and A/R collection process. Resulted in a 5% reduction in billing errors, an improvement in day's receivable outstanding and a reduction in accounts receivable from $3,300,000 to $1,700,000, which added more than $400,000.00 to cash collections. University Hospitals Health System, Cleveland, OH 2003 - 2004

$2 billion multi-specialty medical / research center, and the primary affiliate of Case Western Reserve University School of Medicine. University Primary and Specialty Care Practices Practice Manager, Urgent Care Managed practice operations for three urgent care centers: Chagrin Highlands, Mentor, and Chesterland, with total annual visits of over 40,000. Managed 30 direct reports and over $5 million in practice plan funds. * Developed and implemented plan for new Chesterland urgent care center successfully; managed start-up activities / operations and purchasing of new supplies and equipment. * Transitioned all practice plan billing operations from the MSO Central Billing Office to an onsite practice business office within budget and required target dates. * Trained staff and developed a continuous quality improvement program that resulted in a 15% reduction in patient registration errors and improved collection of accounts receivable. * Served as the liaison between the hospital media relations department and urgent care physicians to promote awareness of health issues and new services / centers to the media and community. * Reduced practice expenses by 15% through cost cutting procedures and competitive bidding. * Developed and implemented a practice improvement plan based on satisfaction surveys of 3,000 patients. Patient satisfaction and physician service issues were identified and addressed. Medical Mutual of Ohio, Cleveland, OH 1997 - 2003 The state's oldest and most established health insurance company Manager / Supervisor, Provider Registration Department Managed staff and proprietary information system housing all provider demographic and contracted reimbursement data. * Facilitated and led the conversion to a new multimillion-dollar customized Provider Information Management System. Managed project teams, wrote system requirements, and participated in unit and system testing. * Directed the administration of all contracts negotiated with hospitals, ancillaries, physicians, PHOs, and other medical practitioners with whom Medical Mutual did business. * Developed paperless productivity, quality monitoring, and reporting systems, using imaging technology in order to ensure consistency with department and corporate standards. Resulted in increased operating efficiency, improved quality of production, and a reduction of 5 FTEs. * Managed operating budget of over $1 million. Justified and received capital funds and managed budgets in support of new department programs and information system enhancements. MetroHealth Medical Center, Cleveland, OH 1989 - 1997 An academic medical center and the region's largest public hospital. Administrative Director Departments of Dermatology, Neurology and Otolaryngology / Head and Neck Surgery Managed department operations, including recruitment, hiring,

orientation, training, supervision, evaluation, and discipline of all support staff (12 direct reports). * Coordinated efforts in the recruitment of additional physicians to the medical center. Developed proposals and business plans for new programs, in support of physician candidates and department and hospital goals. * Planned, justified, and implemented ambulatory surgery programs, including profit/loss/lease vs. buy analyses, capital equipment budgeting, purchasing, vendor negotiation, and marketing. * Developed vision of Dermatology satellite network into one of the highest volume off campus specialty services. * Increased collections by 25% by developing procedures and workflow which ensured authorizations and referrals were obtained from PCPs and Care Management prior to patients being seen or admitted, minimizing reduced reimbursement and / or claim denials. * Managed over $4 million in hospital operating, practice plan, medical school, and special funds. EDUCATION Master of Business Administration (MBA) Baldwin-Wallace College, Berea, OH Bachelor of Science (BS) in Business Administration Dual Major: Health Care Administration, Management and Human Resource Management Minor in Organizational Behavior Bowling Green State University, Bowling Green, OH Certified Professional Coder, AAPC, 2010 TRAINING Internal Training, Cleveland Clinic, Cleveland, OH: Leadership Essentials 5-week program Coaching for Outstanding Performance