Executive Director

KELLY ORLANDO, MBA

Lynnfield, MA ***** 617-***-**** ******.*.*******@*****.*** linkedin.com/in/kelina-orlando-7659838/

PROFESSIONAL SUMMARY

Operational Excellence Service Innovation and Expansion Strategic Growth

Visionary, people-focused leader with a solid track record of driving strategic direction, accelerating growth, and expanding service offerings in the healthcare industry.

Strategic and emotionally intelligent executive with extensive experience providing leadership across multiple ambulatory service areas and overseeing outpatient, specialty, and hospital-affiliated facilities. Skilled at building partnerships with executives, physicians, staff, and key stakeholders to align strategy with long-term organizational goals. Known for an open, engaged leadership style that fosters collaboration, mentorship, and team development. Adept at creating patient-centered solutions that enhance service delivery while supporting business success.

AREAS OF EXPERTISE

Strategy Design Healthcare Management Thought Leadership Continuous Improvement Patient Services

Space Planning Operating Budget Management Business Insights Financial Results Employee Engagement

Business Development and Growth Verbal and Written Communication Problem Solving Regulatory Compliance Relationship Management Physician Relations Revenue Cycle

PROFESSIONAL EXPERIENCE

BETH ISRAEL DEACONESS MEDICAL CENTER Boston, MA 01/2004 – 01/2025

Executive Director, Ambulatory Operations

Lead multiple ambulatory service areas, gradually expanding scope to direct Outpatient Physical and Occupational Therapy (three sites), a multidisciplinary Spine Center (six sites), a 36K sq. ft. hospital-owned facility in Chelsea, MA (Urgent Care, medical, surgical, and ancillary services) and an offsite leased facility in Chestnut Hill, MA.

Financial and Operational Leadership:

Managed a $40M+ budget and mentored and led six direct reports and team of 100+.

Spearheaded long-range planning and development of department and division goals and strategic plans for hospital and offsite practices. Scaled patient call centers and managed care coordination teams.

Fostered an inclusive culture through diversity, collaboration, and leadership development, earning Tier 1 Leader status in four consecutive Press Ganey employee satisfaction and engagement surveys.

Regulatory Compliance and Program Development:

Developed an in-house ambulatory wide program to strengthen Joint Commission compliance, leading to (3) successful surveys, regulatory audit improvements, and Joint Commission ongoing readiness.

Designed internal mock survey tool and process, hands on training curriculum and expert led sessions using Lean techniques.

Created incentive program to promote growth of specialty services at offsite location. Monitor success of program by establishing financial KPI’s, including review of downstream revenue generation. Increased specialty service visit volume by 125% (1000 to 8000 annual visits).

PROFESSIONAL EXPERIENCE, continued

Service Expansion and Community Impact:

Opened and led a multidisciplinary Spine Center, implementing triage guidelines and a centralized call center for streamlined appointment scheduling across all disciplines and locations.

oIncreased outpatient spine appointment contribution margin by 50% (from $54 to $86) over two years, while boosting net margin by 223.5%. Decreased new patient appointment wait time by 25%.

oNegotiated the first collaboration with an affiliated post-acute rehab facility for spine patients, leveraging FIM/LOS outcome metrics to improve care and reduce readmissions.

Partnered with Emergency Medicine leadership to open a second community Urgent Care Service, increasing patient volume, revenue, and specialty referrals while enhancing access, care continuity, and BIDMC’s community reputation. Created care coordination service to support patient navigation for specialty appointments. Generated 128 new PCP patients within first year.

Implemented program in Urgent Care to improve population health compliance in (3) categories.

Expanded specialty offerings from 2 to 27 and increased BID Healthcare Chelsea’s total volume 40% over five years, reaching 100K annual visits and exceeding budgeted volume for 10+ years.

Launched a COVID Testing Site at the Chelsea location in April 2020, securing the only system-wide contract with the Dept. of Public Health for the “Stop the Spread” campaign, generating $8M in net revenue.

HARVARD MEDICAL FACULTY PHYSICIANS (HMFP) Boston, MA 02/2001 – 12/2004

Director of Ambulatory Operations

Assumed leadership during a period of rapid growth and expansion, adapting to evolving organizational needs.

Partnered with the Chair of Psychiatry to oversee administrative, financial, and clinical operations for a complex academic department.

Managed multimillion-dollar budgets across multiple inpatient and outpatient clinical units, as well as research programs.

BETH ISRAEL DEACONESS MEDICAL CENTER Boston, MA 08/1995 – 01/2001

Operations Manager, HMFP Operations – Department of Psychiatry

Oversaw operations for three ambulatory sites, including interviewing, supervising, and evaluating a 14-person team.

Improved provider satisfaction by creating outpatient requirement guidelines to streamline new patient assignments.

Grew revenue by increasing onsite collections by 40% and reducing accounts receivable from 125 days to 80 days within 18 months.

Developed write-off and self-pay policies, along with a reimbursement system for consultation/liaison services, that reduced billing expenses and increased revenue by approximately 12%.

EDUCATION

Master of Business Administration, Suffolk University, Boston, MA

Bachelor of Arts in Economics, Clark University, Worcester, MA

BOARD APPOINTMENT

Member, Board of Directors, Chelsea Chamber of Commerce (2018 – 2022)

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