Malese Puhr
Gilbert
Summary
Results-oriented Practice Manager of Operations with significant background in healthcare. Possess strong experience in streamlining operational processes, managing staff, and ensuring patient satisfaction. Known for leadership skills and ability to improve efficiency across all areas of practice operations. Previous work has demonstrated tangible improvements in financial performance and overall operational effectiveness.
Overview
1
1
Certification
9
9
years of professional experience
Work History
Practice Manager of Operations
Banner Health
Peoria
11.2023 - Current
- Manages the day-to-day operations of both an outpatient clinic as well as a health center and takes complete ownership for the successful operations including financial, employee engagement and retention, and patient experience.
- Manages high-quality patient care and customer service while maintaining financial efficiency.
- Works in a strong dyad relationship with the physician practice lead, director, and other site managers to ensure that productivity and metrics are met with all physician staff.
- Collaborates with all Banner leaders in the market and the medical group to provide seamless and integrated service to our patients.
- Secures the financial viability of the practice by implementing and documenting proper controls and practices.
- Provides exceptional leadership and promotes teamwork and collaboration. Creates an environment that supports high employee and physician engagement.
- Conducts reviews, audits, education, and training to uphold compliance with accrediting bodies and government agencies.
- Monitored operations and workflow, revising operational procedures to enhance alignment with system practices.
- Constantly identifies and implements areas for improvement and efficiencies including identified quality indicators.
- Analyzes operational data to identify trends and recommend solutions.
- Provides guidance on human resources matters such as recruiting new employees, evaluating performance reviews.
- Prepares reports summarizing daily activities and operations of the practice for senior management review.
Practice Supervisor
Banner Health
Peoria
10.2020 - 11.2023
- Supervised the day-to-day activities of non-physician staff ensuring a high level of productivity.
- Continuously monitored the functioning of the medical group and recommended changes to operational procedures as necessary.
- Developed and maintained a culture of safety in order to prevent or reduce errors and improve quality for patients, providers, and staff.
- Developed and implemented solutions on a project basis for strategic initiatives, service excellence, or quality measures.
- Oversaw all functions of the medical group including reception and scheduling activities, patient service areas, accounting, medical records, transcription, business information systems, and appropriate clinical areas.
- Provided the highest level of patient experience by ensuring data is monitored on a regular basis and staff are constantly exhibiting behaviors and services that our patients expect and deserve.
- Responsible for selection, orientation, on-boarding, and retention.
- Demonstrated leadership through coaching, performance evaluations, corrective actions, and development opportunities to create a culture of learning.
- Coached staff as needed to optimize the patient experience and lead by example creating a personalized experience for customers.
- Provided exceptional leadership and promoted teamwork and collaboration.
- Functioned as a liaison between non-physician staff and physicians to ensure effective service for patients.
- Established and maintained effective working relationships with group physicians.
- Maintained office policies and procedures in accordance with physician requirements, facility and system policies and procedures, standard practices of the profession, and related regulatory requirements.
- Strong understanding of the daily workflow of the practice and functions autonomously to provide guidance to ensure quality patient experiences and efficient practice operations.
- Ability to navigate a variety of separate computer programs at any given time and handle multiple demands on time.
Nursing Unit Manager
Life Care Center Of North Glendale
Glendale
05.2017 - 04.2020
- Oversaw daily operations of nursing unit to ensure quality patient care.
- Managed staff schedules and assignments to optimize team performance.
- Coordinated communication between healthcare providers and families for patient updates.
- Implemented training programs for nursing staff to enhance clinical skills.
- Monitored compliance with health regulations and safety standards in the unit.
- Facilitated interdisciplinary team meetings to discuss patient care strategies.
- Addressed patient concerns promptly to maintain a supportive environment.
- Evaluated patient care plans regularly to ensure best practices were followed.
- Reviewed and completed admission and discharge assessments.
- Audited and completed charts, evaluations and medical forms.
- Developed, implemented and adjusted patient care plans in response to new symptoms or developments.
- Conducted annual performance evaluations for all staff members under my supervision.
- Supervised staff members in the delivery of quality nursing care.
- Collaborated with interdisciplinary teams to develop individualized care plans for patients.
- Developed and implemented nursing unit policies, procedures, and standards of care.
Education
License Practical Nurse - Nursing
Fortis College
Phoenix, AZ04-2017
High School Diploma -
Shadow Mountain High School
Phoenix, AZ05-2009
Skills
- Financial management
- Quality assurance
- Compliance oversight
- Operational efficiency
- Program development
- Leadership development
- Marketing
- HIPAA and OSHA regulations
- Healthcare administration
- Performance metrics
Certification
- Licensed Practical Nurse- LP053648
Timeline
Practice Manager of Operations
Banner Health
11.2023 - Current
Practice Supervisor
Banner Health
10.2020 - 11.2023
Nursing Unit Manager
Life Care Center Of North Glendale
05.2017 - 04.2020
License Practical Nurse - Nursing
Fortis College
High School Diploma -
Shadow Mountain High School