Christopher McDougal

• Partnered with the Chief Operating Officer and Chief Wellness Officer to optimize provider onboarding and ensure ongoing provider compliance for credentialing and continuing education. • Created the Provider Audit Roster in collaboration with the operations team, designing a comprehensive tool to monitor key quality measures and track the progress of all potential provider escalations across perspective patient panels until fully resolved. • Developed a comprehensive Standard Operating Procedures (SOP) manual by shadowing providers and operations team members to gain in-depth knowledge of existing workflows and processes, ensuring consistency and efficiency across the organization. • Built and customized the organization-wide Trainual platform, integrating a newly developed Standard Operating Procedures (SOP) manual, revised job descriptions for all positions, and existing training materials for organizational software and applications, ensuring standardized processes and seamless onboarding across all departments. • Introduced a new workflow for daily tracking and monitoring of missed appointments, reducing the no-show rate from 24% to 19% and improving overall practice productivity and provider efficiency. • Collaborated with the patient support/call center team to streamline escalation workflows, reducing response time for provider-related inquiries and improving overall patient communication efficiency. • Worked with the call center support team to map current-state communication workflows and identify opportunities for automation and AI-assisted triaging to enhance patient interaction efficiency.

•Directed daily operations for a web-based platform serving 250+ service-based businesses nationwide, ensuring seamless scheduling, billing, and payment processing for thousands of end users. •Achieved a 96% client retention rate and Net Revenue Retention (NRR) exceeding 100%, driving revenue expansion through optimized subscription-based billing models and customer success strategies. •Managed client onboarding and user training, ensuring efficient software adoption for business owners and their employees, improving workflow automation and operational efficiency. •Led IT system administration, overseeing server management, system updates, and data security protocols to ensure 24/7 uptime. •Developed and enforced best practices for credentialing access within the platform, managing login security and role-based access control. •Resolved complex client escalations related to IT, billing, and customer service, acting as the primary liaison between stakeholders, executive leadership, and technical teams. •Optimized financial processes of subscription-based billing model to ensure maximized financial performance.

• Managed appointment scheduling to ensure maximum number of daily provider encounters. • Coordinated credentialing of all providers with finance department and executive assistants. • Managed and developed all clinical and non-clinical support staff. • Accountable for budget development and implementation at the site level. • Enforce and develop both new and existing policies and procedures of the organization. • Manage the utilization of the Practice Management and Electronic Health Records systems (GE Centricity). • Participate in site and organizational development efforts with Director of Marketing. • Collaborate with Director of Centralized Services to ensure that all patient needs and requests are satisfied in a timely and appropriate manner. • Facilitate monthly meetings with front office staff, clinical support staff, and all providers. • Manage provider’s issues and concerns with practice staff and senior management team. • Recruit, interview, hire, develop, and discipline all employees in accordance with HR policies and procedures. • Process and approve payroll for all clinical and non-clinical staff. • Coordinate and manage all requests for leave (PTO and LWOP), as wells as ensure appropriate coverage based on site and organizational needs. • Resolve all patient complaints and provide excellent customer service. • Create and manage the schedules for all clinical and non-clinical staff within the site. • Partner with Patient Financial Services to ensure proper billing, coding, and reimbursement of services rendered in accordance with FQHC guidelines and restrictions. • Represent all Practice Administrators on the Electronic Health Records Core Team, Quality Improvement • Risk Management committee, and Dental Quality Improvement Risk Management subcommittee.

• Managed and developed the clinical and non-clinical staff at both sites. • Financial management of both sites to include budget development and implementation. • Responsible for enforcing and developing policy and procedures of the company. • Managed the utilization of the Practice management system for the clinical and non-clinical staff (NextGen). • Organized program development such as health fairs, seminars, and other community activities. • Promoted involvement in 340 b Pharmacy Program and Patient Medication Assistance Program. • Managed appointment scheduling to ensure maximum number of daily provider encounters. • Conducted monthly office meetings with office staff, medical assistants, and providers. • Managed provider’s issues and concerns with practice staff and senior management. • Worked with HR to interview, hire, train, and discipline all employees of both practice sites. • Handled all patient complaints and provided excellent customer service to each and every patient.

• Booked reservations for both walk-in and corporate customers. • Marketing to various dealerships and maintaining excellent community relationships. • Responsible for billing, debt collection, and general office duties. • Ensured clients' expectations were exceeded throughout the entire rental process. • Charged with retaining business for Enterprise through marketing and sales calls.

• Responsible for providing employee supervision and benchmarking. • Developed and managed the schedules for all three shifts of front desk staff. • Accountable for all customer service ratings that were impacted by front desk employees. • Facilitated customer service trainings and exercises for all hotel employees. • Worked with director of Marketing for large group and package sales. • Assisted in the development of brochures, billboards and public awareness for Grand Opening

• Worked as outbound and inbound call center representative. • Trained and certified in all 4 major marketing campaigns of call center. • Responsible for evaluating and coaching call center agents in all 4 divisions of call center. • Maintained productivity reports and verification for all performance measures.