CRYSTAL PATRICK
Louisville
Summary
Operations and business development experience built through patient support, front office leadership and multi-site healthcare operations. Combines creativity, analytical thinking and a practical approach to improving processes, solving complex problems and building strong relationships.
Overview
13
13
years of professional experience
Work History
Account Manager / Remote Business Development
UPSTREAM REHABILITATION
04.2023 - 04.2026
- Maintained an 80-85% referral-to-evaluation conversion rate, ranking among the organization's top-performing Account Managers.
- Managed 200+ physician referral relationships, enabling support for 20 outpatient clinics and transition to focused 12-clinic territory as team expanded.
- Exceeded launch expectations by driving patient growth at Harlem, GA clinic with 34 new patients in first full month.
- Developed referral strategies for approximately 50 targeted providers per clinic, supporting de novo clinic launches across seven states.
- Invited by Sales Leadership to contribute to marketing pilot initiatives and sales compensation strategy.
Senior Office Coordinator
UPSTREAM REHABILITATION
08.2021 - 04.2023
- Led regional operations for 20 Results Physiotherapy and BenchMark Physical Therapy clinics, enhancing clinic coordination and service delivery.
- Coordinated evaluation scheduling, copay collections, insurance verification, and authorization management to enhance operational performance.
- Partnered with regional leadership and clinic teams to improve consistency, accountability and front office performance.
- Acted as primary resource for Office Coordinators, facilitating onboarding, coaching, and ongoing support to ensure operational consistency.
- Created standardized workflows and best practices adopted organization-wide for consistent operational execution.
Patient Support Lead
RESULTS PHYSIOTHERAPY
01.2018 - 08.2021
- Promoted into a front office leadership role responsible for daily clinic operations and achievement of operational goals.
- Coordinated scheduling, evaluation conversions, insurance verifications, authorizations, copay collections, and patient satisfaction initiatives to streamline clinic operations.
- Mentored front office staff in collaboration with clinicians, enhancing patient experience and improving service delivery.
- Facilitated referral management and patient communications, promoting appointment completion and adherence to physical therapy care plans.
Patient Support Specialist
RESULTS PHYSIOTHERAPY
08.2016 - 01.2018
- Collaborated with patients, providers, and clinical teams to ensure timely access to care and enhance patient experiences.
- Assisted patients in understanding treatment plans and procedures.
- Communicated with healthcare providers to coordinate patient care.
- Provided front office support by scheduling appointments, verifying insurance, obtaining authorizations, and delivering customer service, leading to promotion based on performance.
- Scheduled appointments and managed patient records efficiently.
Marketing Intern
TOPS Marketing Group
Lexington
01.2013 - 05.2013
- Created advertisement for Box O' Birds Wine published in March 2013 issue of TOPS Magazine, increasing brand awareness.
- Designed print advertising and marketing materials that enhanced client campaign visibility.
- Collaborated with creative and marketing professionals to execute client advertising projects, ensuring alignment with campaign goals.
Education
Bachelor of Arts - Integrated Strategic Communications, Art Studio
University of Kentucky
Lexington05-2013
Skills
- Referral coordination
- Sales strategy development
- Clinic operations management
- Cross-functional collaboration
- Competitive analysis
- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint
- Microsoft Outlook
- Microsoft Teams
- Dynamics CRM
- Power BI
- Epic
- Visual content creation
Timeline
Account Manager / Remote Business Development
UPSTREAM REHABILITATION
04.2023 - 04.2026
Senior Office Coordinator
UPSTREAM REHABILITATION
08.2021 - 04.2023
Patient Support Lead
RESULTS PHYSIOTHERAPY
01.2018 - 08.2021
Patient Support Specialist
RESULTS PHYSIOTHERAPY
08.2016 - 01.2018
Marketing Intern
TOPS Marketing Group
01.2013 - 05.2013
Bachelor of Arts - Integrated Strategic Communications, Art Studio
University of Kentucky