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Director Of Operations Resume Example

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Jessica
Claire
resumesample@example.com
(555) 432-1000,
Montgomery Street, San Francisco, CA 94105
:
Professional Summary
A health care services operations leader with extensive experience in improving patient experience, customer service and outcomes through transformational leadership, innovation, team collaboration, and staff development. Strong emphasis on process analysis, quality control, and resource allocation. Strong Business Competencies in: * Patient / Customer experience * FQHC Operations * Revenue Cycle functions * Innovative / Analytical Thinking * Team Building * Project Management * Out-Patient scheduling * Call Center Operations * Process Improvement * Program Development * Budget/Revenue Management * Patient Access
Skill Highlights
Computer / Technical Skills * EPIC * Cerner * PayCor * CAREpoint * NextGen * Kronos * PeopleSoft * MS Office * STAR * VISIO * CallCopy * Outlook Express
Education and Training
University of Phoenix Phoenix, AZ Expected in 2016 Doctor of Management : Management - GPA : Doctor of Management (DM) * University of Phoenix (Online), Phoenix, AZ * expected completion date 2016
University of Phoenix West Chester, OH Expected in 2011 Master of Business Administration : Business Administration - GPA : Master of Business Administration * University of Phoenix, West Chester, OH * 2011
University of Phoenix Phoenix, AZ Expected in 2009 Bachelor of Science : Health Administration - GPA : Bachelor of Science in Health Administration * University of Phoenix (Online), Phoenix, AZ * 2009
Accomplishments
  • A Federally Qualified Health Center (FQHC) that is recognized as a Level III Patient Centered Medical Home (PCMH) that provides primary care services for more than 15,000 patients
  • Accountable for a staff of 150 employees responsible for contributing to an outstanding patient experience while performing revenue cycle functions for three hospitals, multiple ancillary sites, out-patient scheduling, and insurance verification
Professional Experience
Kabafusion - Director of Operations
, , 01/2014 - 01/2015
2014 -2015 A Federally Qualified Health Center (FQHC) that is recognized as a Level III Patient Centered Medical Home (PCMH) that provides primary care services for more than 15,000 patients. Director of Operations To develop and strengthen all operational aspects of the organization ensuring that PHS provides the highest quality patient care while creating an excellent patient experience. * Responsible for the daily operations of three FQHCs providing medical and dental services that is projected to generate a combined total of more than 60,000 encounters in FY2015. * Develop processes that promote integration of dental, medical, behavioral health, and WIC services. * Works collaboratively with a team that includes three direct reports and 80 indirect reports. * Identify and mitigate opportunities that align with the mission and vision of the organization.
Community Health System - Director of Patient Access
, , 01/2012 - 01/2014
2012 - 2014 A healthcare organization that provides revenue cycle functions for health care organizations across the country Director of Patient Access Accountable for a staff of 150 employees responsible for contributing to an outstanding patient experience while performing revenue cycle functions for three hospitals, multiple ancillary sites, out-patient scheduling, and insurance verification. * Active member of the hospital wide HCAHPS task force. * Department responsible for scheduling more than 100,000 procedures per year. * Pre-registration team consistently collected $200,000 per month while successfully pre-registering almost 50% of scheduled patients which contributes to an improved overall patient experience. * Responsible for more than 19 registration entrance points including three emergency departments. * Participated in the planning and implementation of electronic medical record installation (McKesson/Cerner).
Cincinnati Children's Hospital Medical Center - Lead / StatLine Operator
, , 01/1 - 01/1
A Level I pediatric trauma center that provides emergency treatment to more than 130,000 patients per year. Responsible for the strategic planning and non-clinical operations of two pediatric emergency departments, a call center, and three urgent care centers with a combined annual budget of $3.5M. Managed a diverse team of 12 leadership members responsible for providing customer service, training and development, quality assurance, daily operations and supervision of more than 130 ancillary staff. * Collaboration with clinical staff to develop or redesign processes to maintain compliance, improve efficiencies, generate revenue, reduce cost, improve safety, and improve the patients' experience. * Led or participated in numerous projects that contributed to improved outcomes, increased productivity, and expanded services provided in the Emergency Department. * Designed customer service program. Since the start of this program, greater than 96% of all patients surveyed at the time of discharge responded that the ancillary staff either met or exceeded their expectations. * Increased insurance co-pay collections by 102% ($1.4M) with 70% of all required co-pays being collected. * Maintained registration denial rate of less than one percent, surpassing hospital goal of two percent or less. * Implemented strategies that enabled department to appropriately allocate resources, better manage salary costs, and reduce waste while enhancing services provided. * Provided leadership and direction of the emergency department call center that processes more than 100,000 phone calls per year, achieving an average response time of less than 60 seconds. Managed four supervisors and 90 ancillary staff responsible for supporting the clinical staff and more than 90,000 patients seen each year. Primary focus included resource allocation, budget management (~$2M), staff development, developed strategies aimed to improved services, reduced cost and increased the number of non-clinical tasks performed by the ancillary staff. * Participated in the design planning, and opening of a freestanding emergency department. * Member of Emergency Department leadership team that successfully implemented two separate electronic medical records (including registration, patient tracking, and room readiness). Implementation included the development, training, installation and troubleshooting of EmStat, and EPIC. * Led several initiatives to expand role of the non-clinical staff such as completing hourly rounds. * Assembled a quality assurance team that contributed to improved outcomes and staff satisfaction.
Affiliations
of Emergency Department leadership team that successfully implemented two separate electronic medical records (including registration, patient tracking, and room readiness). Implementation included the development, training, installation and troubleshooting of EmStat, and EPIC
Skills
Pediatric, Budget, Quality Assurance, Training, Budget Management, Epic, Medical Records, Satisfaction, Operations, Clinical Operations, Collections, Credit, Customer Service, Diverse Team, Receptionist, Retail Sales, Strategic Planning, Access, Accountable For, Cerner, Healthcare, Mckesson, Scheduling, Dental, Integration, Integrator, Kronos, Ms Office, Outlook, Outlook Express, Peoplesoft, Process Analysis, Process Improvement, Project Management, Quality Control, Team Building, Visio

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Resume Overview

School Attended
  • University of Phoenix
  • University of Phoenix
  • University of Phoenix
Job Titles Held:
  • Director of Operations
  • Director of Patient Access
  • Lead / StatLine Operator
Degrees
  • Doctor of Management
  • Master of Business Administration
  • Bachelor of Science