BUSINESS /OPERATIONS MANAGEMENT CREATED AND MANAGED BUSINESS BY INCREASING REVENUE, ACQUIRING NEW BUSINESS AND CONTRIBUTING TO OPERATIONAL EFFICIENCY
Dynamic and resourceful management professional with an extensive background in diverse business practices including managing the overall performance of the operations team and ensuring operational goals of meeting or exceeding timeliness, quality, customer service and cost. A knowledgeable and focused negotiator who strives for a win-win in client service situations, with proven ability to excel in process improvement, communications, cost control, training and increasing organizational profitability.
Human Resource Management - Proven Leader - Contract Compliance Officer- Developed Client Relationships - Project Management- Time Management - Policies and Procedures- Quantifiable Revenue Increase - Microsoft Office Suite - Kronos Timekeeping - Ultipro Human Resource Software
OPERATIONS MANAGER01/2012 to Current QTC Management- A Lockheed Martin CompanyPhiladelphia, PA
QTC Management is part of Lockheed Martin's IS&GS Civil Health and Life Sciences program area, which engineers safe and efficient healthcare solutions.
QTC is the largest private provider of government outsourced occupational health and disability services in the nation.
QTC partners with the Veterans Administration to perform medical evaluations for active duty service members and Veterans.
Manage the overall performance of the operations team and achieve operational goals delivering report s to the VA with an overall timeliness rating of 92% and quality rating of 95% Adhere to policies and procedures to ensure contractual compliance.
Administer and monitor cost effective fiscal controls and services by working to outsource mail, created the work instructions to a portal for claimants to print appointment notifications, consolidated two positions into a single role and created an updated job description.
Provided continuous to Physicians, Quality Assurance Staff and Case Specialist staff to ensure compliance of the disability benefits questionnaires for the VBA contract.
Increased projected revenue of $176.8M to actual year end revenue $178.9M by assessing corporate needs and cost.
Developed and sustained relationships with VA personnel to troubleshoot appointment scheduling concerns proactively.
Hired and Trained new staff based on enhanced electronic scheduling and call distribution requirements.
Implement policies, procedures and work instructions to divisional operations team.
Conducted performance reviews and recommend merit increases and bonuses to senior management for approval.
Maintained an operational budget for less than the expected 5% Prepared monthly and quarterly reports to senior management on timeliness and quality for the operations team.
Represent the company at events such as Veterans Sports Clinic in Aspen, CO and the Veteran Sports Gala held in Washington, DC.
Selected by upper management to lead Electronic Scheduling, Enterprise Printing, Call Center implementation and examinee portal projects and trained other operational areas (San Antonio) Created new Lead IPA Coordinator positions to increase provider utilization and to ensure timely scheduling for Case Specialist Staff.
There are currently eight Lead IPA Coordinator staff nationwide in San Antonio TX, Philadelphia, PA and Diamond Bar, CA.
Training three clinics on the internal database used by the operations team.
Consistently met the quarterly bonus metrics for 2014 fiscal year.
SENIOR QUALITY ASSURANCE/COMPLIANCE SPECIALIST01/2009 to 01/2012
Provided final approval before medical reports are transmitted to the Veterans Administration.
Provided physician training and ongoing feedback to improve the quality of reports received and to avoid inconsistencies before delivering cases to the Veterans Administration.
Exceeded compliance and timeliness contractual requirements.
Provided ongoing training to the quality assurance staff.
Interface and communicate with Veteran's Administration Staff.
Supervised operations staff in the absence of operations manager.
MEDICAL QUALITY ASSURANCE SPECIALIST01/2006 to 01/2009
Completed Quality Assurance/Compliance Training Program.
Quality reviewed medical examination reports to ensure quality and compliance.
Decreased the contractual timeliness requirement of 38 days to 20 days.
MBA: Business AdministrationStrayer UniversityBaltimore, MDBusiness Administration
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Companies Worked For:
QTC Management- A Lockheed Martin Company
Job Titles Held:
SENIOR QUALITY ASSURANCE/COMPLIANCE SPECIALIST
MEDICAL QUALITY ASSURANCE SPECIALIST
MBA : Business Administration BA : Psychology
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