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Operations Management

Coatesville, PA
February 29, 2020

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*** ****** *****, ***********, ** 19320 (C) 610-***-**** (H) 610-***-****


Successful business professional with 20+ years of experience in healthcare and operations management. Able to enhance organizational productivity and financial performance through staff management, process improvement and innovation.


● Staff engagement ● Assign accountability

● Communicator ● Foster growth

● Onboarding ● Staff education

● Mentoring ● Achieve organizational success


Director of Operations

Chester County Dental Arts Coatesville, PA 2019 - 2020

Manage the daily business operations of a high-volume dental practice to ensure practice profitability and growth.

Improve practice production and overhead to maximize practice financial margins by over 50% through efficient labor and material management.

Manage Human Resources to include interviewing, onboarding, training, evaluations and employee relations.

Create and deliver all Staff and Organizational Leadership Meeting Agendas and assign process ownership to execute and achieve Practice Goals.

Developed and implemented policies, procedures and process flows driving employee development and practice financial gains.

Initiate all Patient Service Recovery through Patient Outreach in order to maintain 5-StarPatient Satisfaction.

Assist with Marketing through media options to include social media, electronic and print mediums and community events to foster positive organizational awareness and branding improving Patient Referrals by 30%.

Oversee facility management, improving practice inventory and office maintenance.

Operations Manager

Main Line Health Newtown Square, PA 2006 – 2018

Manage the activities of the Patient Accounting Department’s Call Center, Credit & Collections and Support Services for Main Line Health Hospitals, Satellite Facilities and Main Line HealthCare Physicians.

Schedule, train, evaluate and assist in recruitment of staff, establishing Team building and long-term employee commitment.

Coordinate and implement process improvement initiatives elevating customer satisfaction scores into the 90th percentile.

Execute Billing and AR follow up process flows to actualize positive revenue margins over 40% within the Patient Accounting Cycle.

Oversee Call Center and Customer Service Department, achieving a 98% call answer ratio factor.

Direct the Self Pay Receivable to include the management of the Self Pay Vendor relationship to minimize Bad Debt by 30%.

Manage Self Pay Receivable enhancing Patient Cash collections to exceed $3 Million monthly.

Manages Bad Debt Receivable and Agency Relationships, monitoring performance and quality while securing 15% recovery rates.

Acts as liaison between Patient Accounting and Hospital and Physician departments building working relationships to improve Patient Account Resolution.

Responsible for processing payroll, purchase ordering, maintaining office inventory, vendor management and ensuring office safety.

Key player in the selection and implementation processes relating to third party vendor relationships.

Chair corporate committee forums to address Patient Satisfaction Issues, Billing and Revenue Cycle issues.

Develop and produce Revenue Cycle Key Factor analysis for review with Senior Leadership.

Revenue Cycle Revenue Regional Manager

Siemens Medical Solutions Malvern, PA 2003 – 2006

Manage the Accounts Receivable for multiple National Health Systems to include billing and follow up for Governmental/Non-Governmental payers and Self Pay.

Analyze, troubleshoot and measure the performances of processes affecting the revenue cycle.

Facilitate process improvement to affect change in order to exercise best practices and achieve revenue cycle goals.

Ensures department activities and outcomes are aligned with the strategic plan and the organization’s mission, vision and values.

Coach, motivate, develop and provide guidance to direct reports.

Establish goals and develop training processes to maximize workforce efforts.

Handle escalations regarding staff and Human Resource related issues.


Bachelor of Arts: Communications

Villanova University, Villanova, PA


Epic, Perceptive, nThrive, Cerner, XClaim, Express Query, Healthcare Query, Soarian, McKesson,

ISuite, BluePrint, Antrim, Meditech, Navinet, Novitas, Cisco Intelligence, Zoom Call Recording, PowerPoint, Nextiva Phone Systems, Eaglesoft, Microsoft Office Products

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