Amy Cross
Greeley
Summary
Senior Operations Manager with over 10 years of management experience, 18 years of growth, loyalty, and adaptability with my current employer and over 20+ years of healthcare experience. I have a proven track record in leading teams and driving operational efficiencies with positive impacts, contributing to the success of these organizations. Seeking career opportunities that align with my experience, and skillsets as I am looking to relocate to Alaska be closer to family. I believe I would be an asset to any team and am always eager to learn new things.
Thank you for your time and consideration. I would welcome the chance to speak with you about how I can contribute to your organizations success.
Overview
20
20
years of professional experience
Work History
Senior Manager– Outpatient Operations
BMG-Banner Health Center – General Surgery, Trauma Surgery, Urogynecology Surgery
Greeley, CO
04.2019 - Current
- Senior Manager– Outpatient Operations for multiple facilities across 3 cities in Northern Colorado
- Develop and execute strategic initiatives for operational efficiency in General Surgery, Trauma Surgery, and Urogynecology Surgery
- Evaluate monthly financial reports and provide updates and action plans for strategic growth opportunities. Monitor clinic and provider productivity, complete coding and billing audits, review patient satisfaction survey scores, and address concerns and opportunities with providers and staff. Evaluate patient appointment access, provider templates, fill rates, patient no show rates, recognize wins and deficiencies
- Organize and manage monthly provider and staff meetings across multiple specialties
- Generate and share monthly provider reports, including production, 12 month rolling trend reports including patient demographics, commercial/self pay payer mix, coding trends, monthly encounter trends, time off tracking logs, individual providers patient survey comments. These reports also include annual remaining paid time and sick time balances, available continuing medial education funds and days, and monthly compensation data
- Coordinate monthly call schedules and publish to hospital directories and off site answering service, update as needed based on requested provider changes. Process monthly call pay according to shifts worked
- Process bi-weekly payroll
- Recruits both staff and provider positions, support onboarding of new members, coordinate appropriate training schedules, and implement a 30-60-90 growth development plan, connecting every 30 days for individual 1:1 with new members
- Perform mid-year performance reviews and annual merit increase reviews for 20+ team members. Provide feedback, recognize strengths and wins, support growth and development opportunities, work to promote members excelling in their current positions
- Created and update monthly huddle boards for each clinic, provide monthly production data, over time and short meal break data, patient survey scores, training opportunities, upcoming community events, and wellness opportunities as well as mandatory training modules and due dates. This board also include team members birthdays, employment anniversaries, recruiting updates, and a calendar of monthly fun events
- Participating in Revenue Cycle and Patient Experience meetings
- Attend bi-weekly manager meetings and communicate information back to staff members as approprate
Senior Manager– Outpatient Operations
BMG-Banner Health Center – Western States Burn Center at North Colorado Medical Center
04.2019 - 11.2022
- April 2019 – November 2022 (Burn Center was closed in November of 2022)
- Support a team of 3 providers, including the Director of The Western States Burn Team.
- Support 7 surrounding states with burn support, education, Advanced Burn Life Support training. Coordinate provider travel to support these education opportunities.
- Coordinate community events like golf tournaments to raise funds for burn support patients and families.
- Evaluate financial reports, provider production, in patient census data, and provide data to providers during monthly provider meetings.
- Coordinate monthly call schedules and publish to hospital directories and off site answering service, update as needed based on requested provider changes. Process monthly call pay according to shifts worked.
- Process bi-weekly payroll
Manager– Outpatient Operations
BMG-Banner Health Center – Endocrinology
Greeley, CO
06.2017 - 04.2019
- Manager– Outpatient Endocrinology clinics across three facilities in Northern Colorado.
- All job responsibilities listed for Supervisor
- Work with providers to improve workflow processes, billing, coding
- Recruit for new staff and provider positions/complete onboarding and training for new members. Implement a 30-60-90 day growth development plan and review progress 1:1 montly.
- Participating in Revenue Cycle and Patient Experience meetings
- Attend bi-weekly manager meetings and communicate information back to staff members
- Complete quarterly ARC 1:1’s and annual reviews for staff
- Support providers at 3 locations – work through clinic space limitations while adding providers
- Manage financial budgets for 3 clinic locations
- Collaborate with all team members to help improve clinic settings
Supervisor– Outpatient Operations
BMG-Banner Health Center – Endocrinology
Greeley, CO
02.2017 - 06.2017
- Supervisor– Endocrinology Outpatient clinics across three facilities in Northern Colorado.
- Performed all responsibilities associated with the Practice Coordinator role, ensuring efficient daily clinic operations, support manager as needed.
- Initiated and facilitated monthly staff meetings and provider meetings to improve communication, coordination, and performance alignment.
- Provided direct staffing coverage as needed for Patient Financial Services (PFS) and phone support during periods of short staffing.
- Conducted regular staff one-on-one meetings and completed performance evaluations to support accountability, growth, and engagement.
- Managed Kronos timekeeping responsibilities, including approving bi-weekly timecards, processing daily timecard corrections, and approving PTO requests.
Practice Coordinator
BMG-Banner Health Center – Cardiovascular Institute and Cardiothoracic Surgery
Greeley, CO
08.2016 - 02.2017
- Practice Coordinator for Cardiovascular Institute and Cardiothoracic Surgery
- Coordinated travel requests and processed reimbursement forms for surgeons and physicians within the practice.
- Developed and maintained monthly physician call schedules to ensure appropriate coverage and continuity of care.
- Trained new employees in Patient Financial Services (PFS), phone scheduling, and procedure scheduling to ensure operational consistency and service quality.
- Provided cross-coverage for PFS, phone scheduling, and procedure scheduling during staffing shortages across both Greeley and Loveland clinic locations.
- Served as a liaison between office staff and patients, supporting effective communication and timely resolution of concerns.
- Updated and maintained clinic advertising materials and coordinated public education events focused on cardiovascular and cardiothoracic conditions and procedures.
- Ordered and managed medical supplies through McKesson for both practices, ensuring adequate inventory and continuity of care.
- Entered and submitted charge sheets to Revenue Cycle for surgeries and inpatient consultations.
- Processed CVI charge sheets for echocardiograms, stress testing, catheterization lab procedures, and outreach clinics.
Patient Financial Representative
BMG-Banner Health Center – Cardiovascular Institute and Cardiothoracic Surgery
Greeley, CO
08.2014 - 08.2016
- Patient Financial Representative - Cardiovascular Institute and Cardiothoracic Surgery
- Registered patients for appointments by accurately updating demographic and insurance information, verifying insurance eligibility, obtaining required patient signatures, and collecting payments when applicable.
- Scheduled patients for radiology examinations and surgical procedures, including obtaining prior authorizations from insurance companies to ensure timely care.
- Processed requests for medical records and diagnostic films in compliance with regulatory and privacy requirements.
- Collaborated closely with surgeons, cardiologists, and clinical staff to support coordinated care and deliver excellent patient experience.
Radiology Scheduler
BMG-Banner Health Center – Radiology Scheduler
Greeley, CO
10.2008 - 08.2014
- Radiology Scheduler for three facilities in Northern Colorado
- Scheduled appointments with patients and physician offices for outpatient radiology and Cardiac Catheterization Lab procedures, ensuring accurate coordination and timely access to care.
- Managed daily schedules by printing physician orders and patient labels, scanning documentation, and ensuring all materials were correctly filed in patient charts.
- Created and maintained Excel spreadsheets to generate operational and performance reports for upper management.
- Trained new employees on scheduling processes, workflows, and system navigation to ensure consistency and accuracy.
- Worked directly with the Cath Lab team during the rollout of the Cerner scheduling software, supporting workflow transitions and user adoption.
Patient Accounts Representative
Greeley X-Ray Group
Greeley, CO
02.2006 - 10.2008
- Patient Accounts Representative
- Scheduled and registered patients for medical procedures, prepared image copies on disc, and printed radiology reports for patient follow-up appointments.
- Completed insurance authorizations, billing, and coding for radiology procedures; collected and posted patient payments and served as a liaison between patients and the billing office.
- Maintained accurate daily payment logs and completed deposits for the accounting department.
- Worked extensively with the PACS system, scanning outside films into the system to allow radiologists to review images and dictate reports.
- Served as the Schedule-Ez Coordinator, receiving outside radiology and surgical orders, obtaining insurance authorizations, and scheduling patient procedures.
- Created, maintained, and monitored Excel spreadsheets to track patient status and care progression; distributed weekly updates via email and fax to ordering providers.
Education
Associates of Applied Science - Medical Business Administration
Aims Community College
Greeley, United States05-2017
Skills
- Management and Administration
- Strategic planning and problem solving
- Cross-functional collaboration with providers and staff
- Detail and Team Orientated
- Written and oral communication
- Reliability and discretion
- Multitasking
- Flexibility
- Patient relations and deescalation
- Software- EMR management, TEAMS, OneNote, Excell, Word, Microsoft Office
Timeline
Senior Manager– Outpatient Operations
BMG-Banner Health Center – General Surgery, Trauma Surgery, Urogynecology Surgery
04.2019 - Current
Senior Manager– Outpatient Operations
BMG-Banner Health Center – Western States Burn Center at North Colorado Medical Center
04.2019 - 11.2022
Manager– Outpatient Operations
BMG-Banner Health Center – Endocrinology
06.2017 - 04.2019
Supervisor– Outpatient Operations
BMG-Banner Health Center – Endocrinology
02.2017 - 06.2017
Practice Coordinator
BMG-Banner Health Center – Cardiovascular Institute and Cardiothoracic Surgery
08.2016 - 02.2017
Patient Financial Representative
BMG-Banner Health Center – Cardiovascular Institute and Cardiothoracic Surgery
08.2014 - 08.2016
Radiology Scheduler
BMG-Banner Health Center – Radiology Scheduler
10.2008 - 08.2014
Patient Accounts Representative
Greeley X-Ray Group
02.2006 - 10.2008
Associates of Applied Science - Medical Business Administration
Aims Community College