Charles Patterson

Currently oversee daily operations for over 30 Patient Service Centers (PSC), over 60 In-Office-Phlebotomy (IOP) sites, and 10 Processing locations, with leadership span of greater than 275 employees.

Help formulate strategy for Patient Services footprint in multiple markets across multiple states, working closely with cross functional teams to make prudent financial decisions while growing our business.

• Manage supervisory staff in performance of their duties.
• Ensure adherence to Compliance rules and legal obligations.
• Review profitability of network and make appropriate recommendations to senior leadership in determining next steps with migrations, hours reductions, or IOP account closures.
• Support Tier 1 and Tier 2 metric excellence that support positive patient experiences across network of sites, including but not limited to - Quality Collections, Wait Times, Patient Satisfaction, and Payment at Time of Service.
• Oversee restructuring efforts and associated Change Management to ensure seamless transition of duties while fostering a balanced, positive work environment.
• Assist as needed with candidate recruiting to speed up hiring process and reduce 'days open' for job requisitions.
• Spearhead multiple employee engagement efforts through various methods, including communications, recognition, in-person meetings, and other initiatives to promote inspiring workplaces.
• Serve on multiple regional and corporate initiatives to improve operations and quality, including Bad Debt reduction, Innovation, Patient Experience Steering, SO&P, and Best Practice.
• Previous experience with similar responsibilities over a different territory that involved greater remote leadership and travel.

• Support regional leadership in meeting and beating Tier 1 and Tier 2 metric targets, including Re-collections, Wait Time, Patient Satisfaction, and OSHA recordable injuries.
• Help oversee regional TNP Reduction on multiple fronts through daily, weekly, and monthly reporting from various data platforms, including TNP Adjustment management, trending, and general TNP education.
• Assist with regional Payment at Time of Service (PATOS) initiatives, including data compilation, analysis, review, and Kaizen-related implementations.
• Manage and produce monthly Patient Services Newsletter publication, providing a mix of engagement, recognition, training, and awareness to over 1,500 employees.
• Provide project management support as needed for new initiatives or processes.
• Serve as a regional resource for National Patient Services to help understand local impacts and assist with 'water testing' features across the enterprise.
• Serve as a liaison to Patient Services processes and workflows for various internal customers, including Billing, Lab Operations, Customer Solutions, and Commercial.

• Supported Patient Services through data analysis, training development, and communication.
• Overhauled the New Hire Training program upon arrival in department to streamline the process and provide better engagement for new employees.
• Helped lead efforts overseeing TNP analysis and reduction initiatives upon merger of Midwest and Great Lakes regions.
• Worked with other departments to improve processes and further company goals of Continuous Improvement and Quality Assurance.
• Served as a regional Patient Services resource for technical assistance and quality control issues.
• Provided mentoring and development assistance for Group Leaders in my areas.
• Document review and development.

• Assisted PSC Supervisor in overseeing multiple functions required to insure the successful delivery of phlebotomy services.
• Helped ensure safe, professional environment in multiple facilities.
• Served as a knowledgeable resource and mentor for fellow employees.

• Successfully delivered outstanding service to multiple clients and patients across a wide spectrum of environments, including PSC, IOP, and specialized PSC/IOP settings.
• Worked diligently and capably under stressful conditions, including short staff situations, last minute schedule changes, and with difficult high risk clients.

• Oversaw day-to-day phlebotomy services.
• Assisted new employee interviewing/hiring.
• Coordinated staffing and scheduling.
• Performed competencies and evaluations.
• Responsible for 15-20 employees.

• Supervised evening shift phlebotomy services.
• Oversaw three employees.
• Responsible for waived, low complexity testing.
• Responsible for processing samples for in house testing and instrumentation.
• Processed and manifested samples for referral lab testing.

• Primary trainer for all new phlebotomy hires.
• Assisted with waived, low complexity testing.
• Assisted with processing samples for instrumentation.
• Assisted with processing and manifesting samples for referral lab testing.

• Performed phlebotomy across all shifts in all departments of the hospital, including OB, ER, Surgical, ICU, Pediatrics, and Outpatient.
• Assisted with training new hires.