Operations Manager
Resume:
MICHELLE ANN OSBORN
DORCHESTER, MA 02122
**********@*****.***
BOSTON MEDICAL CENTER
DEPARTMENT OF OUTPATIENT PSYCHIATRY Boston, MA
Operations Manager October 2023 – January 2025
Provided administrative oversight, business management, and program development in the Outpatient Adult and Child Psychiatry Clinics
Collaboration with the Operations Director, Medical Director, and Clinical Directors
Supervision of all administrative and non-clinical support staff
Establishment of work procedures and standards to improve efficiency and effectiveness in both Clinics
Identification of opportunities to increase patient volume and services
COMMONWEALTH OF MASSACHUSETTS
OFFICE OF THE GENERAL COUNSEL
MASSACHUSETTS DEPARTMENT OF PUBLIC HEALTH Boston, MA
Operations Manager August 2021 – October 2023
Operational management in the day-to-day activities of the Office of the General Counsel
Preparation of materials for meetings and handling of highly confidential information including policy briefings, budget recommendations, and human resource issues
Management of processes for the annual budget cycle and legislative requests including tracking information and preparing briefing documents
Coordination of office space in a telework hybrid model and ensuring that efficient record management systems are in place
Responds to inquiries from state and local officials, private organizations, and the healthcare industry
COMMONWEALTH OF MASSACHUSETTS
DEPARTMENT OF EARLY EDUCATION AND CARE Boston, MA
Operations Manager October 2017 - August 2021
Operational management of six EEC offices (EEC Central and five Regional)
Maintained operational services budget and the procurement process of goods and services
Administered and maintained EEC asset management including, but not limited to, office equipment and furnishings, audio/visual equipment, and systems and services
Ordered and maintained supplies and inventory for the successful operations of the EEC Central Office and regional offices
Departmental Liaison with the Commonwealth Operational Services, Division of Capital Asset Management and Maintenance, Bureau of State Office Buildings, and building management
MEDICAL ONCOLOGY AND HEMATOLOGY, PC Brockton, MA
Practice Manager May 2016 – February 2017
Managed two locations for four physicians’ medical oncology and hematology private practice
Management, supervision, and training of sixteen administrative, billing, and clinical staff
Responsible for the processing and payments of invoices for practice business operations
Created and maintained provider schedules and templates
Oversight and implementation of a new electronic medical record system
BOSTON MEDICAL CENTER Boston, MA
Department of Family Medicine April 2014 – May 2015
Practice Manager
Directed and coordinated administrative and clinical services for Family Medicine department
Provided day-to-day oversight and supervision of 15 administrative and non-clinical support staff
Identified and implemented initiatives to increase patient volume and communications, and improve wait time
Established work procedures and standards to improve the efficiency and effectiveness of clinical and administrative staff
Trained as EPIC Super User for providers, clinical, billing, and administrative staff
Utilized advanced computer skills for the collection, organization, and analysis of data, as well as the production of administrative and clinical reports
BRIGHAM AND WOMENS’ HOSPITAL Boston, MA
Graduate Medical Education Department 2011 -2014
Senior Administrative Assistant
Performed administrative duties with minimal supervision for day-to-day operations of the Graduate Medical Education (GME) department which supported 200+ medical training programs at Brigham and Women’s and Mass General Hospitals
Provided direct administrative support to Medical Directors, Administrative Directors, and Project Directors of busy, highly visible departments accountable for accreditation for all teaching programs at BWH and MGH
Acted as the liaison for the administration of 200+ clinical programs, medical staff, residents, and fellows who utilized the resources of the GME department
Maintained Access and Excel databases, and organization of pertinent materials and information for all GME presentations and programs
ARBOUR COUNSELING SERVICES Brockton, MA
Office Manager 2004 – 2011
Managed and supervised administrative and clinical personnel
Developed and maintained patient financial agreements
Prepared and maintained spreadsheets for weekly financial accounting and clinic budget
Performed billing and follow-up transactions for third-party payors
Reviewed and handled financial processing of A/R and A/P accounts for the clinic
BOSTON MEDICAL CENTER, MATTAPAN COMMUNITY HEALTH CENTER Mattapan, MA
Patient Financial Services Supervisor 2002 – 2004
Conducted billing and follow-up transactions for third-party payors
Managed and supervised six billing and patient registration personnel
Developed accounting system for secondary and tertiary billing of clinic patients
Produced and reviewed accounts aging financial analysis reports
Researched and prepared financial reports for the clinic’s annual budget and grant reviews
Processed financial paperwork for individuals seeking Medicare and Medicaid assistance
BOSTON MEDICAL CENTER BOSTON, MA Boston, MA
Team Coordinator - Medical Specialties Department 2001 – 2002
Supervised and directed daily operations of three Medical Specialties Department clinics
Prepared budget analysis and financial reports for administrative operations
Prepared physician activity and scheduling templates and reports
TUFTS HEALTH PLAN Watertown, MA
Team Leader 1997- 2000
Supervised 24-member service personnel for the call center
Identified and resolved operational problems associated with Plan benefits
Handled provider inquiries on issues regarding patient health insurance coverage and benefits
Provided appropriate documentation to ensure problem resolution and minimize repeat provider and customer calls
Resolved issues and problems related to Member Services and Provider Accounts
EDUCATION
Northeastern University
Master’s in Legal Studies
December 2023
Boston University Boston, MA
Bachelor of Arts in English
CERTIFICATIONS
Microsoft Access
Microsoft Excel
PowerPoint
Medical Terminology
EPIC
Contact this candidate