Regulatory Compliance Clinical Operations

MONIQUE J. WALLER

Director of Operations Healthcare Management Professional

**** ******* *****, *******, ** 32778

Email: **********@*****.*** Phone: 404-***-****

PROFESSIONAL SUMMARY

Results-driven healthcare operations executive with 20+ years of progressive leadership experience in ophthalmology practice management. Proven track record of driving operational excellence, achieving significant cost reductions, and managing multi-location facilities with 120+ personnel. Expert in financial management, clinical operations, staff development, and regulatory compliance, with demonstrated ability to deliver measurable business results.

CORE COMPETENCIES

●Multi-Site Operations Management

●Surgical Center Management

●Financial Analysis & Budget Management

●Revenue Cycle Management (RCM)

●Staff Leadership & Development

●Clinical Workflow Optimization

●Regulatory Compliance (HIPAA, OSHA, Joint Commission)

●MIPS Compliance & Reporting

●Research Study Management (GPC & IATA Certified)

●Vendor Relations & Procurement

●Strategic Planning & Implementation

●Project Planning

●Provider Recruitment

●Marketing Strategy & Practice Growth

●Excellent communication, problem-solving, and interpersonal skills

PROFESSIONAL EXPERIENCE

Director of Operations Mid-Florida Eye

April 2024 – Present

I currently lead comprehensive operations for a multi-location ophthalmology practice, comprising four locations, three optical centers, two surgical centers, and over 120 clinical and surgical personnel.

●Reduced annual operational spending by $500K in the first year through strategic financial analysis and process optimization

●Implemented operational plans that improved efficiency across all locations

●Established KPIs and performance monitoring systems resulting in enhanced productivity metrics

●Managed quarterly provider bonus programs and productivity reporting

●Delivered monthly financial reports to company shareholders

●Successfully negotiated vendor contracts while maintaining positive supplier relationships

●Lead acquisition and management of clinical research studies

●Optimized patient flow management, scheduling templates, and billing processes

Practice Manager Lee Health Pediatric Ophthalmology

March 2023 – March 2024

Directed daily operations for multi-location pediatric ophthalmology department serving Fort Myers, Naples, and Golisano Hospital locations.

●Managed comprehensive P&L responsibilities and monthly budget forecasting

●Implemented zero-based budgeting methodology for annual financial planning

●Transitional Care Management (TCM) services, enhancing patient access and increasing practice revenue

●Collaborated with medical staff on workflow optimization and RVU metrics improvement

●Ensured 100% compliance with HIPAA, OSHA, Joint Commission, DNV, and federal regulations

●Led monthly finance meetings with hospital leadership, consistently reporting positive gains

●Streamlined procurement processes and vendor management systems

Clinical Manager Eye Consultants of Atlanta

March 2020 – March 2023

Managed clinical and administrative operations for a comprehensive ophthalmology practice covering multiple specialties.

●Supervised clinical operations across 8 specialty areas, including Cornea, Glaucoma, Retina, Cataract, Pediatric Ophthalmology, Ocular Plastic, LASIK, and Dry Eye clinics

●Served as MIPS advisor for 37 physicians, ensuring CMS compliance and quarterly reporting

●Developed and implemented comprehensive staff training programs, improving employee retention

●Led planning and development of new office location and surgery center

●Managed physician scheduling and templates for optimal clinic flow

●Maintained liaison relationships with area hospitals for on-call scheduling coordination

●Collaborated with Modernizing Medicine on system optimization and troubleshooting

Clinical Supervisor/Lead Technician Thomas Eye Group

August 2015 – December 2019

Supervised clinical operations and staff development while maintaining hands-on patient care responsibilities.

●Managed payroll, scheduling, and daily operational assignments

●Provided training, orientation, and supervision for departmental personnel

●Ensured regulatory compliance and quality standards across all clinical areas

●Cross-trained in multiple specialties: LASIK Surgery Tech, General Tech, Retina Tech, Pediatric Tech, Special Testing, Triage, and Surgical Coordination

Lead Ophthalmic Technician Woolfson Eye Institute

March 2011 – July 2015

Provided clinical support across 12+ locations throughout Georgia, working with diverse medical teams across all ophthalmology specialties.

Ophthalmic Technician David J. Palmer, M.D./Daniel Wee, M.D.

April 2009 – March 2011

Specializing in Glaucoma and Cornea clinic operations, providing technical support and patient triage services.

EDUCATION

●Kennesaw State University, Kennesaw, GA

Bachelor of Business Administration, Graduated 1999

●Osborn High School, Marietta, GA

High School Diploma, Graduated 1994

CERTIFICATIONS

●COA (Certified Ophthalmic Assistant) – Certified since 2010

●OSC (Ophthalmic Scribe Certification) – Certified since 2010

●OCS (Ophthalmic Coding Specialist) – Certified since 2010

●CRCR (Certified Revenue Cycle Representative) – Certified 2020

●Good Clinical Practice (GCP) Certification

●International Air Transport Association (IATA) Certification

●MIPS Compliance Certification

SOFTWARE KNOWLEDGE

Axiom, Epic, SharePoint, Infor, Qlik, Modernizing Medicine, Advance MD, MDI, Officemate, Management Plus, NextGen/NexTech, Compulink, Brevium, Podium, Microsoft Office Suite, Excel, and more.

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