Felicia Carter
Atlanta
Summary
Healthcare leader with over 20 years of practice management experience, specializing in multimillion-dollar budget oversight, operational turnaround, and workforce optimization. Proven success in driving $3M+ annual revenue growth, reducing staffing challenges and improving retention by 85%, and eliminating patient complaints through intentional listening and patient-centered leadership. Skilled at transforming underperforming practices into high-functioning, compliant, and patient-focused environments. Known for empathetic leadership, strong clinical judgment, and the ability to align financial performance with quality care outcomes.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Practice Manager
Piedmont at Collier
08.2022 - Current
- Manage a $20 million annual budget with consistent positive outcomes.
- Achieved over $3 million in yearly revenue profits through provider RVU optimization.
- Oversaw operations of 10 providers and 50 support staff, improving weekly front and back-office metrics.
- Collaborated with Quest Diagnostics to reduce costs and reallocate funding without decreasing profits.
- Successfully turned around a failing office within one year, eliminating patient complaints (100% decrease).
- Increased Medialia reporting accuracy by 40%, resulting in improved compliance and patient outcomes.
- Reduced staffing challenges and improved retention by 85% through intentional listening, employee engagement, and proactive workforce planning.
- Delivered measurable improvements in patient satisfaction and operational efficiency.
Practice Manager
Emory
03.2015 - 08.2022
- Supervised team of 50 office personnel and oversaw fiscal operations.
- Developed and maintained electronic record management systems to analyze and process data.
- Ensured compliance with OSHA and HIPAA regulations.
- Supported regulatory compliance by overseeing audits to ensure adherence to medical and urgent care protocols.
- Enhanced operational efficiency and productivity by managing budgets, accounts and missing charges.
- Mentored staff on operations activities to boost productivity.
Practice Manager
SE Primary Care
09.2001 - 03.2015
- Managed 25 employees in a primary care private family medicine practice.
- Coordinated patient flow and collaborated with physicians, mid-level providers, nurses, and clinical staff.
- Oversaw charting, billing, coding, registration, and staff relations.
- Implemented management processes focused on training, strategic planning, and regulatory compliance.
- Handled payroll processing, invoicing, and reporting directly to Account Executive.
Education
Bachelor of Science - Business Administration
Strayer University
Washington, DC01.2020
Skills
- Operational management
- Budget management
- Employee retention strategies
- Regulatory Compliance (OSHA, HIPAA, CDC)
- Workflow efficiency improvement
- Patient data management systems
- Patient satisfaction management
- Medical Billing, Coding & Auditing (HCPCS)
- Conflict Resolution & Communication
- Schedule management
- Staff management
- Practice management
- Policy implementation
- Workflow management
- Strategic planning
- Payroll administration
- New hire training
- Staff development
- Budget oversight
- Supplies ordering
- Workflow planning
- Regulatory compliance
- Marketing
- Referral management
- Continuous improvement
- Policy development
- Performance metrics
- Budgeting expertise
- Resource allocation
- Clinical improvement initiatives
- Process improvement
- Decision-making
- Training and mentoring
- Critical thinking
- Patient education
- Problem identification
- Employee recruitment and hiring
- Multidisciplinary team collaboration
- Financial reporting coordination
Accomplishments
- Collaborated with team in the development of Healthy Start Visit program.
- Awarded Most Valuable Manager Team Player.
- Recognized multiple times for outstanding contributions to patient care and staff support.
- Policy and program development achievements.
Certification
Certified MA
Timeline
Practice Manager
Piedmont at Collier
08.2022 - Current
Practice Manager
Emory
03.2015 - 08.2022
Practice Manager
SE Primary Care
09.2001 - 03.2015
Bachelor of Science - Business Administration
Strayer University