Front Desk Customer Service

Bradley A. Sinclair Jr.,MPA

New Jersey and New York Metropolitan Area 908-***-**** *******@*****.*** Senior Operational Executive— Patient Centered Care, KPIs, Team Culture Operational Process Improvement, Performance Turnaround, Talent Development, Change Management through team Relationship Building and Patient Centered Care.

Operational Executive Leader with 14+ years of experience in building teams, growing P&L, construction and building out of private equity and startup clinics in New Jersey, New York and Pennsylvania. Leader of operational performance of multiple facilities; increasing operational excellence and efficiency through a culture of continuous improvement, quality assurance, and growth through clinical/patient success. Change manager of team development and performance via clear KPIs and Patient Centered Care through all levels of a Healthcare Company. A strategic partner among the executive team, clinical leads, and direct patient teams on all functions of short term and long term operations and budgeted goals. Ensuring Survey Readiness, Quality Assurance, and an enjoyable work environment focused on patient centered care and team performance/development. Leveraging my years of experience and solution based approach to navigate business challenges, find improvement opportunities, and enhance organizational effectiveness, efficiency, quality, and process controls. I utilize my High Emotional Quotient and Strong and personable executive presence; excel at building and maintaining relationships, collaborating across functions/levels, and cultivating top-performing teams. Areas of Expertise

■ P&L / Budgeting

■ Goal Communication and

Team Accomplishments

■ KPI creation

■ Strategic Planning &

Execution

■ C-Suite & Board

Communications

■ Process Improvement

■ Value Creation

■ DOH Regulatory Surveys

and Compliance Audits

■ Patient Relations &

Customer Centric Care

■ Leadership Coaching

■ Quality & Processes

Improvement

■ Physician Partner

Development & Relationship

Maintenance

■ Policy & Procedure Creation

■ Press Ganey Patient

Satisfaction

■ EMR/EHR Implementation &

Training

■ Marketing and Operational

alignment

■ AAAASF Certifications

■ Multi-Facility Operations &

■ Clinic/ Facility Buildouts

■ Patient Growth & Loyalty

■ HIPAA Compliance

■ Staff Retention, Recruiting &

Hiring

■ Accountable Care

Organization Management and

Development

■ Union Contract Negotiations

■ Union Decertification

Campaigns

■ Construction Blueprint

Navigation

Bradley A. Sinclair Jr. 908-***-**** *******@*****.*** Key Career Accomplishments

● Successfully mentored and trained over 15 direct reports to move upwardly in their career path and titles.

● Created and Communicated Quarterly goals to cross departmental employees, achieving 145% of base and increasing high revenue procedures by 35%.

● Constructed, planned and operationally opened 11,000 SQFT 11 Exam room 2 Operating Room AAAASF Certified Facility in Manhattan, 2,500 SQFT 1 Operating Room in Queens.

● Organized procurement of Facility items to avoid supply chain delays for timely opening during COVID.

● Built and opened a Joint Venture Partnered Dialysis Facility in Newark, NJ.

● Trainer for Leading with Values for New Jersey and New York region of Fresenius, instilling leadership values in 35+ leadership staff.

● Completed over 25 DOH and CMS Regulatory and Compliance Surveys for Dialysis State and Federal License renewal.

● Successfully campaigned and decertified twice 1199 in New Jersey and New York.

● Increased Patient Satisfaction and Retention by tracking and improving phone answering procedures from 20% to 85%.

● Implemented operations and procedural changes of Primary Care/Urgent Care Practice to improve Press Ganey overall patient satisfaction score to 93.2.

● Co-Chairman of Social and Logistics Committee: Responsible for organizing training, syllabus and logistics schedule for quarterly two day training of 450 attendees composed of supervisor, management, and executive staff of the Valley Health System.

● Maintain operating costs 15% below expected yearly expenditures, by creating staffing efficiencies.

● Maintained low wait times and grew patient census from 10 patients a day to an average of 42 patients, by implementing scheduling changes and activating innovative marketing strategies.

● Executive physical and patient wait time reduction by 45%, staff truancy reduction by 70%. Professional Experience

Viva Eve: Vice President Of Operations, Manhattan, Queens, New York Aug 2021- May 2022 Women’s Healthcare Start Up Brand focused on Uterine Fibroid Embolization, OB/GYN procedures, and growing ancillary services.

Partner with CEO, CMO, and Board members to develop and improve the company processes. Developed, implemented, and communicated company wide KPIs, team culture, and daily/future goals. Efficiently increased operational performance development and Worked with clinical teams leads of OB/GYN and Interventional Radiologist to ensure profitability and sustainable growth by creating staffing ratios and efficiencies, inventory tracking, and RACI charts. Explore and analyze the viability of health ventures and ancillary services as it pertains to the brand development. Continuously adjust operational throughput to align with marketing goals and predictive growth to surpass the business plan. Spectrum Vision Partners: Regional Director of Operations, New Jersey, Pennsylvania, New York, Connecticut Sept 2020- Aug 2021 Management services organization acquiring ophthalmology practices and ambulatory surgery centers in the Northeast. Regional Director of Operations for Private Equity Owned Multi-State Ophthalmology Management system. Working with COO and CEO of Ophthalmic Consultants of Long Island (OCLI) through their mergers and acquisitions of new locations and practices in PA, NJ, Manhattan and CT. Developed and created a patient centered care culture throughout 9 locations in 4 states. Developed and maintained staff and physician relationships which aided the company to surpass growth and budget goals. Managing over 150 staff members, using financial reporting to measure budget performance and track clinical metrics/outcomes – i.e. P&L reporting, KPIs, admissions/growth/discharge data, patient utilization data, staffing/labor ratio reports.

Bradley A. Sinclair Jr. 908-***-**** *******@*****.*** Healthcare Operations Consultant, New Jersey/New York Nov 2019 – Sept 2020 ThriveHealth APP - Vice President Northeastern Operations Telehealth application startup focused on vulnerable populations and remote doctor visits and surveillance technology. https://thrivehealth.digital/

Leveraged my healthcare leadership experience to direct my doctor network and relationships to provide feedback and guidance on Telehealth App development and Remote Surveillance Healthcare Startup. Met weekly to troubleshoot and guide application development, provided input to developers to fix bugs and align applications to clinical scenarios and settings. Private Equity ABA Therapy (confidential)- Regional Director of Operations and Business Development NJ based Private Equity Backed applied behavior analysis start up company acquiring existing ABA’s in multiple states throughout the United States (PA, MA, AZ, DC, TX, CO)

Utilize my Experience and knowledge to create scalable growth focused reports, processes, and workflows to guide Private Equity C-Suite, management, and support staff on best leadership practices to establish the company's culture, operational procedures, quality assurance, patient centered care, and growth goals.

Fresenius Kidney Care, Newark, NJ and New York Sept 2014 – Nov 2019 Director Of Operations Northern NJ and Metro New York

■ Directed and oversaw 1200 chronic kidney disease patients, 40 million dollar P&L business of 8-12 Dialysis Facilities across multiple states. Ensured effective leadership, management of customer service, and quality patient care while adhering to regulatory and company guidelines and requirements. Lead a successful culture of Patient centered Care for a staff of 250+ nurses, patient care technicians, social workers, registered dietitians, biotechs, Clinic managers and Nephrologist to maintain an evidenced based quality improvement.

■ Work with the Business Development Director to develop and execute area strategic plans, goals and objectives ensuring alignment with those of the region, division and company.

■ Collaborate with RVP to develop clinic budgets, monitor performance to ensure optimal, efficient and effective operations practices within regulatory and company guidelines.

■ Responsible for profit and loss management of each assigned facility/program including optimal performance of facility operations to achieve or exceed budgets and key performance indicators. Provide leadership, support and guidance to clinical and technical managers and other support staff

■ Proactively address and act upon adverse events and action thresholds in the area of responsibility.

■ Implement, disseminate and administer operations strategies and objectives to ensure the achievement of area and company goals and objectives.

Bradley A. Sinclair Jr. 908-***-**** *******@*****.*** VALLEY MEDICAL GROUP, Wayne, NJ: Medical Practice Manager (2012 – 2014)

■ Market and establish business growth and patient loyalty to newly built and staffed Primary Care and Urgent Care facility, and acted as Assistant Director of Marketing in developing and executing local marketing plan.

■ Utilizing nurse navigators and centers of excellence, participate and manage patient care for newly assigned Accountable Care Organization (ACO) status of the healthcare system.

■ Interview, hire and develop an increasing staff of 25 FTEs consisting of Doctors, Nurses, Radiology Technicians, Medical Assistants, and Business Associates for a Newly Opened Primary Care and Urgent Care facility.

■ Supervise staff of Doctors, Nurses, Medical Assistants, and Front Desk Personnel to assure delivery of patient care focused services, and efficient utilization of resources; while overseeing operational processes to ensure company compliance.

■ Develop and maintain relationships with company representatives of current and potential businesses in Bergen and Passaic County, presenting the facility and answering all questions on services Valley medical Group can offer for their occupational medicine and contracted service needs.

■ Collaborate with the Director of Operations, Director of Clinical Services, and the Vice President for Physician Services to implement policy and exceed established goals.

■ Maintain facilities by establishing yearly maintenance contracts and coordinating the repair of plumbing, electrical, and any other facility issues to fix any issues that may arise. Order medical and office supplies in accordance with patient flow volume and facility needs, ensuring adherence to yearly budgeting. Reconcile and deposit all daily cash intake from patient visits. AFFILIATED PHYSICIANS, New York, NY

Patient Care Administrator (2009 – 2012)

■ Created and implemented strategic quality improvement initiatives to ensure delivery of healthcare services.

■ Reduced patient wait time by 45% by rearranging patient and procedure flow.

■ Supervised daily scheduling for 4 doctors and 7 medical assistants.

■ Ensured all office personnel are held to the highest standards of customer service and HIPAA compliance.

■ Significantly reduced temporary employee expenditures by increasing team cohesion and employee satisfaction, measured by a reduction of employee absenteeism by 70%.

Program Manager (2009 – 2011)

■ Presented onsite pandemic flu preparedness programs and wellness programs for Fortune 500 companies.

■ Trained and supervised 5-15 administrative assistants, nurses, and medical doctors for onsite wellness programs.

■ Developed and implemented program format and standard operating procedures for wellness programs, and site-specific procedures for special clients, resulting in program cost reduction of 20%.

■ Improved client retention by managing expectations and developing rapport before, during, and after each program. Education, Training & Certifications

Master of Public Administration in Health Policy and Management, Seton Hall University, South Orange, NJ Bachelor of Science, Exercise Science, Rutgers University, New Brunswick, NJ HIPAA Compliance Certification

OSHA General Industry Safety and Health

NJ Firefighter I, Somerset County Emergency Services Training Academy NHA Certified Phlebotomy Technician

American Red Cross Instructor, Professional Adult/Child CPR/AED and Standard First Aid Heartsaver CPR AED, American Heart Association

Windows Suite, MAC, AUTOCAD, 3D Studio MAX, EMR, EHR Former: Healthcare and Fitness Teacher 9th-12 Grade, Rutgers University Martial Arts Club Instructor

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