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Director Healthcare Operations

Elmont, New York, United States
January 29, 2018

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Sandra Williams, LPN, MPA

Elmont New York ***** 917-***-****

Executive Management

Accomplished executive with government, profit, and nonprofit operations management experience. Experience with continuous quality improvement projects and the implementation of a program wide electronic medical record. Excels at development and maintenance of internal and external collaborations. Ability to lead all levels of staff in change management. Ability to manage multiple projects while remaining results focused.

Core Competencies

Leadership Staff mobilization and training

Quality improvement Government collaboration

Organizational restructuring Labor relations and negotiations

Public Speaking Financial oversight

Professional Experience

MIC Women’s Health Services 7/2012-12/2017

Senior Director

Responsible for the oversight of two centers with the assistance of six direct reports. This oversight included operations, education and outreach, social work services, fiscal, and clinical responsibilities. Maintained quality improvement and compliance measures, including Medicaid Meaningful Use measures. Initiated and implemented programmatic changes to obtain NCQA quality recognition. The responsibilities listed in previous roles also apply.

Key achievements:

Implemented fiscal oversight resulting in a balanced budget after the elimination of the Director of Finance position. ($3.8 million budget)

Implemented and received payments for meaningful use measures.

Obtained Level Two NCQA Patient Centered- Specialty Practice Recognition. (PSCP)

Was invited to speak about the PSCP process at various conferences in NYS and California.

Spearheaded major organizational restructuring that included the transfer of four clinic sites to other organizations, and two closures.

Worked with the Billing Supervisor to initiate billing improvements that have led to increased revenue.

Assured ongoing community outreach that has resulted in linkages with seven high schools, as well as numerous community based organizations.

Oversaw community outreach events at the centers including summer barbeques, teen specific events, and ongoing Community Advisory Board (CAB) meetings.

Oversaw the functions of the Quality Management team.

Implemented various quality improvement initiatives utilizing the Plan Do Study Act

(PDSA) model; including ongoing clinical quality measures.

MIC Women’s Health Services 2/2000-7/2012

Director of Operations, Regional Director, Center Administrator

These progressively responsible positions have led to me providing leadership for the operations of one, four and ultimately the entire network of eight women’s health centers located in four boroughs with 90,000 annual patient visits. Responsible for the progress of the centers leading to an integrated patient centered practice, maximizing revenue, enhancing patient and staff satisfaction, and enhancing relationships with partner hospitals. Responsible for maintaining quality improvement and compliance measures, policy and procedure development and implementation, and compliance with grant deliverables for various New York State, Federal and New York City funders, including Title X and New York State Family Planning grants. Responsible for hiring, training, and supervising paraprofessional, professional, and management employees. Responsible for the day to day interpretation and implementation of the union contract.

Key achievements:

Decreased personnel budget by 10 % through job consolidation.

Increased self pay collections by 40% and managed care collections by 20% through staff retraining.

Negotiated two union contracts with no management givebacks.

Improved mid-level management skills through the implementation of a management training and development program for sixteen managers.

Implemented EMR at all locations.

West Park Medical Group 11/1996-2/2000

Operations Manager

Responsible for the operations of a 17,000-visit primary care group medical practice, including facilities management and personnel hiring, training, supervision and evaluation. Initiated bi-weekly utilization and quality assurance meetings; proactively reviewing the medical status of active managed care patients. Responsible for assuring a high level of patient satisfaction including follow-up of all patient complaints and or suggestions.

Key Achievements:

Implemented an automated appointment scheduling system.

Substantially reduced patients’ complaints by implementing an immediate complaint follow-up plan.

Improved staff utilization and efficiency through cross training.


Masters in Public Administration (MPA) Bernard Baruch College, NYC

Bachelors of Science (BS) Health Services Administration Herbert Lehman College, NYC

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