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Director of Operations Resume
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| Desired Industry: Healthcare |
SpiderID: 84022 |
| Desired Job Location: Hialeah, Florida |
Date Posted: 4/24/2023 |
| Type of Position: Full-Time Permanent |
Availability Date: One month |
| Desired Wage: 160000 |
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U.S. Work Authorization: Yes |
| Job Level: Executive (President, VP, CEO) |
Willing to Travel: Yes, Less Than 25% |
| Highest Degree Attained: Masters |
Willing to Relocate: Yes |
Objective:
Multifaceted and solutions-focused senior professional, with broad-ranging experience in operations oversight, business development, and process optimization.
☑ Innovative leader, adept at creating and implementing strategic plans, policies, procedures, and programs to achieve seamless operations, reduce expenses, and increase profitability.
☑ Concept-to-execution driver with proven ability to analyze processes; identify new opportunities; as well as build and develop teams to ensure attainment of goals.
☑ Articulate communicator with bilingual fluency in English and Spanish, effective at leading negotiations and cultivating strong relationships with both internal and external partners to maximize results.
Experience:
CHENMED, LLC – MIAMI GARDENS, FL [DEC 2015−PRESENT]
Associate Director, Production November 2020Present
• Capitalize knowledge of Six Sigma methodologies to provide strategic insights and recommendations for process improvement opportunities and ongoing support towards individual, departmental, and organizational goals.
• Coordinate with Analytics and Business Intelligence teams to determine reporting gaps, incorporate into the construction process, and communicate the vision for software improvements in alignment with the organization’s strategic growth.
• Spearhead the construction process in a timely and cost-effective manner, from conceptual development stage through post-occupancy and warrant period.
• Assume responsibility for the organization, planning, bidding, scheduling, and implementation of projects while coordinating assignments and supervising people, materials and equipment, budgets, schedules, and contracts.
Key Highlights
Assessed and optimized post-construction proposals for approval, planning, and execution, resulting in a $357K cost savings in 18 months.
Supervised cross-functional teams in collaboration with the chief market development officer to identify future market expansions, which included the successful acquisition of 54 real estate properties and leases for new medical centers in 21 markets.
Payor Engagement Manager November 2019November 2020
• Led meetings and teleconferences with payers to define the file submission process between ChenMed and payors.
• Established and maintained existing relationships with all managed care plans, payers, providers, and services in accordance with system strategic goals.
• Utilized robust analytics to identify process improvement opportunities and actionable strategic initiatives.
Key Highlights
Successfully revamped the onboarding implementation efforts with newly contracted health plans while promoting continuous collaboration between cross-functional teams through Agile methodologies until data alignment is achieved on both ends.
Spearheaded the implementation of a data tracking tool, which secured process improvement opportunities during data analysis; minimized file transmission failures by 43%; as well as increased file processing time by defining system requirements for data integration efforts.
Drove 64% of payor participation while identifying business opportunities within the enterprise’s data management procedures and improving data collection strategies, which enabled the standardization of electronic data interchange (EDI) processes.
Business Sales Manager January 2019November 2019
• Oversaw the accuracy and efficient distribution of sales reports and other intelligence critical to the sales organization, and recommended necessary revisions to existing reports.
• Coordinated with field sales management in examining the sales process quality and prioritizing improvement priorities.
• Rendered consultation to the sales organization on standard operating procedure and playbook creation, best practices, and quality reviews.
Key Highlights
Developed Six Sigma methodologies within the Inside Sales Team to evaluate critical opportunities and recommendations, as well as monitor the sustainability improvement efforts, which led to 41% increase in agent performance and 52.85% in quality lead generation.
Significantly changed the culture of a struggling team by establishing performance targets for both short- and long-term employee goals.
Brought contributions by transforming a scattered sales training into a curriculum-based program to motivate and support the sales leadership and their teams during the annual Medicare Open Enrollment (AEP).
Central Operations Manager March 2017August 2019
• Built excellent working relationships with direct reports, colleagues, and executive management by creating and promoting an effective open-door policy.
Key Highlights
Boosted the team’s abandonment rate performance by 30.67%, service level agreement (SLA) from 40.92% to 90.95%, along with 4.38% increase in ABA in 10 weeks.
Restored and achieved a 5% margin in patient experience quality scores by resolving broken segments of the current QA process and redesigning metrics and key performance indicators (KPIs).
Service Team Analyst December 2015March 2017
• Conducted agent analysis and provided recommendations to assess strengths, weaknesses, opportunities, and threats (SWOT) in team performance objectives.
• Facilitated quality checks and trained agents to maximize patient experience and accuracy scores.
Key Highlights
Planned and led blended approach trainings and standard operating procedures (SOPs) for employee learning and professional development, resulting in a 55% improvement in quality and patient experience departmental metrics.
Executed process improvement recommendations, including yielding over $100K in soft savings and returning over 3,500 hours to the Talent Acquisition Team.
SANUS HEALTH CORPORATION – MIAMI, FL
Patient Services Manager July 2010December 2015
• Monitored and reviewed uncollected profits of $500K and worked with the finance manager to strategize a recovery plan.
• Assumed responsibility for the timecards and paid-time-off (PTO) requests of four employees.
• Promptly addressed escalated complaints from clients and providers.
Key Highlights
Demonstrated excellent negotiation skills in securing single case payment agreements with out-of-network providers which increased client’s net savings by 38%.
Reduced blind spots and streamlined the department’s day-to-day operations by suggesting additional reporting from IT to be implemented to the company’s information system.
Discovered areas of inefficiencies and suggested small projects to enhance the department’s maximum capacity referral and authorization output.
Education:
Master of Business Administration in Healthcare Management (MBA), May 2016
Florida International University | Miami, FL
Bachelor of Arts in International Relations, Minor in Political Science (Graduated cum laude), May 2014
Delta Epsilon Iota Academic Honor Society ▪ The Honors College
Florida International University | Miami, FL
Associate of Arts in Criminal Justice, May 2011
Keiser University | Fort Lauderdale, FL
Skills:
Data Collection
Data Integration
Data Management
Data Visualization
EDI
Electronic Data Interchange
Service Level Agreement
SOPS
Agile
JIRA
Salesforce
Workday
Operations Manager
Data Analysis
Process Improvement
Additional Information:
CERTIFICATIONS
Project Management-Lean Process Certification, May 2018
Executive Management Certification, May 2018
Management and Strategy Institute | Downingtown, PA
Certified Lean Six Sigma Green Belt (CLSSGB), May 2016
Florida International University | Miami, FL
Candidate Contact Information:
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