Client Services Operations Management

Andreea M. Droba, MHA

Tewksbury, MA ***** · 617-***-****

*******@*******.*** · linkedin.com/in/andreea-droba-53a6456

Healthcare Operation

Versatile administrator with 10+ years of leadership experience within highly regulated healthcare and insurance environments. Operations management expert with proven success in the development of strategic business development, quality improvement, and revenue growth plans.

Natural leader with a talent for inspiring multidisciplinary teams to outperform performance goals by establishing new training opportunities and incentive programs. Analytical professional with expertise in the coordination of logistical support for clinical, administrative, and patient support services.

Healthcare Management Competencies

Physician Practice Management

Healthcare / Clinical Operations

Revenue Cycle Management / Growth

Strategy Development / Implementation

Budget Administration / Fiscal Planning

SOP Procedures

Patient Care, Safety, & Experience

Program Development / Service Expansion

Staff Training, Coaching, & Mentoring

Health Information Systems (HIS)

Quality Standards / Regulatory Compliance

Monitor and Measure Workflow/Analytics

Career Experience

Charles River Community Health

Associate Director Primary Care Operation 2021- Present

Responsible for the management of services across sections department, specifically in the areas of administration, personnel, fiscal management, strategic planning, and operations.

Manages departmental/sectional activities to meet clinics needs and objectives in accordance with operating policies and business plans. Provides overall direction to managers in planning, directing and controlling their respective department and ensures the efficient, economic and quality performance of assigned areas in order to provide for quality healthcare systems and to maximize CRCH revenues. Provides leadership for continuous service and quality improvement, innovation and staff empowerment, accomplished through effective internal and external customer relations.

Northeast Hospital. Beverly, MA

Patient Access Site Manager 2019 – 2021

Manages day-to-day activities and staff of the hospital site. Oversees the care management and overseeing day-to-day operational aspects of the hospital for Ambulatory, Emergency and Outpatient overseeing 67 employees. Ensures that all staff performing the care management workflow and process functions maximize fusing care management into clinical operations. Created the budget for the respective cost center that the manager oversees and worked to avoid any negative variances in working with reimbursement and denials. Knowledge of insurance coverage, reimbursement, and/or medical terminology and coding. Accountable for creating a culture of compliance, ethics, and integrity. Maintains clear and confident communication skills. Maintains departmental quality controls, while ensuring adequate staffing

Massachusetts General Hospital, Boston, MA

Practice Manager, 2016 – 2019

Directed all operational aspects of surgical clinic, from staff scheduling and training to budgeting and inventory management. Assessed team performance, identified inefficiencies, and introduced new procedures to improve the

quality of clinical services. Oversaw the scheduling and use of operating rooms, enforcing strict compliance with

healthcare regulations and internal policies. Served as an advisor to director-level leadership and as an educational

resource to healthcare providers, administrators, and support staff. Managed daily operations for medical practice

with gross annual revenue exceeding $6 million.

Maximized clinical efficiency through the implementation of a new practice management system and revised standard operating procedures.

Influenced positive change by evaluating organizational effectiveness, forecasting future needs, and developing strategic operating plans in partnership with the executive team.

Developed, monitor and measure workflow business management at multi clinic locations.

Investors Marketing Services, Danvers, MA

Director of Insurance – Brokerage, 2007 – 2016

Oversaw the sales operations of a wholesale brokerage firm, specializing in third-party contract administration, product research, and client retention. Delivered direct support to brokers, insurance companies, and clients in the selection of insurance, health products and renewal plans. Coordinated all internal training activities and spearheaded staff

recruitment campaigns. Analyzed team performance, monitored client satisfaction, and coached insurance agents to drive profitability.

Instrumental to the successful sale of the company; mapped core business functions and engaged in strategic planning to overcome organizational barriers and increase net revenue.

Forged a strong network of partner alliances and local teams through extensive strategy development, travel, and one-on-one relationship building.

Oversee medical guidelines for reimbursement payor’s contact, verifying insurance benefits, and adhering to all submission aspects.

Education and Credentials

Master in Healthcare Administration (MHA)

Bachelor of Science in Healthcare Management and Administration

University of Phoenix – Phoenix, AZ

Life and Health Insurance License – Commonwealth of Massachusetts

Real Estate License – Commonwealth of Massachusetts

Technical Proficiencies

Microsoft Office Suite: Word, Excel, PowerPoint, Outlook, Epic, Electronic Health Records (EHR) System

Oracle PeopleSoft Applications, NextGen, Trello, Kronos Workforce Management Solutions, Paylocity, Salesforce

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