Summary
Overview
Work History
Education
Skills
Languages
Languages
Timeline
Volunteer
Sheila Rodriguez

Sheila Rodriguez

Healthcare Executive
Braintree,MA

Summary

Accomplished healthcare operations leader with over 18 years of experience in diverse healthcare settings, specializing in strategic negotiations, contract management, and team leadership. Expert in enhancing operational efficiencies and patient satisfaction through innovative service delivery and effective stakeholder engagement. Proficient in financial management, data analysis, and implementing technology solutions. Committed to leveraging extensive industry knowledge and management acumen to drive the success of healthcare initiatives in a dynamic, growth-oriented environment. Fluent in English and Spanish, ready to contribute to and lead teams in multinational settings.

Overview

21
21
years of professional experience

Work History

Vice President of Care Access and Business

VITRA Home Health
04.2023 - 01.2024
  • Spearheaded administrative operations to streamline processes and optimize resource utilization, enhancing overall operational efficiency
  • Developed and implemented customer service strategies aimed at enhancing the client experience
  • By introducing personalized care plans and streamlining communication channels between patients and caregivers, we significantly improved patient satisfaction scores and fostered greater loyalty among our client base
  • Played a pivotal role in budget development by analyzing financial data and forecasting trends to allocate resources effectively, resulting in improved financial performance
  • Implemented strategic initiatives in business administration to foster growth and innovation, driving sustainable development in alignment with organizational goals
  • Prepare and review business plans
  • Collaborated with healthcare professionals to support initiatives in research, leveraging insights to enhance patient care and treatment outcomes
  • Shared best practices and Served as administrative liaison for organization
  • Directed and oversaw Clinical Operations to ensure seamless delivery of care services, maintaining high standards of quality and safety
  • Orchestrated initiatives to provide comprehensive care to patients, addressing their holistic healthcare needs and improving overall wellness
  • Championed a culture of excellence in customer service, driving initiatives to enhance patient satisfaction and loyalty
  • Implemented robust systems for efficient data management, ensuring accuracy, accessibility, and security of healthcare information
  • Utilized social media platforms such as Facebook and Twitter to engage with stakeholders and promote healthcare initiatives, expanding the organization's reach and impact
  • Managed filing systems and maintained accurate documentation, ensuring compliance with regulatory standards and facilitating seamless information retrieval
  • Prepared and analyzed financial reports to monitor performance and identify areas for improvement, enabling data-driven decision-making
  • Provided general administrative support to various departments, facilitating smooth operations and promoting a collaborative work environment
  • Leveraged expertise in healthcare administration to navigate complex regulatory environments and ensure compliance with industry standards
  • Applied knowledge of healthcare protocols and procedures in a healthcare setting, optimizing processes to improve patient outcomes and satisfaction
  • Utilized information systems to streamline operations and enhance workflow efficiency, leveraging technology to drive innovation and improvement
  • Managed invoicing processes and financial transactions, ensuring accuracy and timeliness in billing and payment processing
  • Oversaw office administration tasks, including supply management, scheduling, and correspondence, to support daily operations effectively
  • Collaborated with specialists to develop and implement comprehensive care plans for patients, addressing their unique medical needs
  • Managed and optimized the operating budget to ensure cost-effective delivery of healthcare services while maintaining high-quality standards
  • Provided compassionate palliative care to patients and their families, offering support and comfort during challenging times
  • Ensured high-quality patient care by overseeing clinical processes, monitoring outcomes, and implementing best practices to enhance the patient experience
  • Managed payroll processes and employee compensation, ensuring accuracy and compliance with regulatory requirements
  • Conducted regular performance evaluations and provided feedback to staff, fostering professional growth and development
  • Implemented effective performance management strategies to enhance team productivity and accountability, driving continuous improvement
  • Coordinated purchasing activities and vendor relationships, negotiating contracts and securing competitive pricing to optimize resource allocation
  • Develops, manages, maintains, and directs all office procedures (SOPs) and resources, including files and records
  • Streamlined administrative operations resulting in a 10% increase in overall operational efficiency
  • Led budget development initiatives, resulting in a 7% improvement in financial performance
  • Implemented strategic business initiatives, contributing to a 5% increase in revenue.

Regional Director/ Interim Vice President of Health Center Operations

Planned Parenthood League MA
05.2022 - 04.2023
  • Oversaw multiple health centers, achieving operational goals and supporting patient services and access to behavioral health services
  • Led organizational change and implementation to EPIC Electronic Medical Records (EHR) system, incorporating telehealth services, centralizing processes, and reducing administrative errors
  • Supported existing People programs and change management initiatives in partnership with the people & finance team including regular annual activities such as annual reviews and employee engagement surveys
  • Managed patient services and revenue cycle, enhancing service availability, promoting care access, and increasing revenue
  • Collaborated with staff to support resolution of patient/customer service issues and navigate difficult environments
  • Managed people operations and customer experience using conflict resolution skills during organized labor disputes
  • Provided leadership, operational excellence and support to the Regional Director of Health Center Operations, the Boston Director of Health Center Operations, Manager of Patient Navigation, Manager of Patient Experience and Engagement, and Manager of Health Care Assistant Training
  • People Operations, using conflict resolution led table negotiations during organized labor disputes
  • Worked with administrative and clinical leadership to develop, oversee and report on physician compensation for designated contracted physicians and developed productivity targets in conjunction with established KPIs
  • Successfully implemented a structured system of performance evaluations using data driven approach in collaboration with the human resources team, payroll, accreditation and credentialing resulting in a significant reduction in personnel turnover by 10% and it fostered a more stable and committed workforce
  • Reduced patient wait times by 10% through process optimization initiatives
  • Analyze current procedures and processes to identify areas for improvement
  • Document existing procedures and create clear, concise process manuals for easy reference
  • Refine, develop, and implement new and improved procedures to increase efficiency
  • Develop training materials and provide training to staff on new procedures and processes
  • Achieved a 10% reduction in personnel turnover through the implementation of structured performance evaluations
  • Establishes fee schedules and evaluates cost and effectiveness of earned revenue programs
  • I collaborated with multidisciplinary teams to develop comprehensive patient care pathways that addressed the diverse needs of our community
  • By leveraging data analytics and patient feedback, we continuously refined our customer service strategies, leading to measurable improvements in the overall patient experience and increased patient retention rates
  • Successfully managed patient services and revenue cycle, leading to a 7% increase in revenue.

Practice Administrator

Community Health Center / Obstetrics, Mass General Hospital
01.2008 - 05.2022
  • Directed fiscal service ambulatory operations, implemented effective policies and procedures, and promoted health care services
  • I championed the use of technology to innovate our patient care processes
  • By introducing digital appointment scheduling systems and virtual waiting room options, we optimized patient flow and minimized wait times, resulting in higher levels of patient satisfaction and loyalty to our healthcare facility
  • Improved clinical care workflows and monitored patient experience, enhancing service delivery and patient satisfaction
  • Conducted training and organizational change for front desk and clinical staff members, ensuring well-prepared and skilled teams
  • Managed master spreadsheet tracking routine clinics and schedules within the department, facilitating efficient service delivery
  • Coordinated with OBGYN contacts to arrange MD multi-disciplinary clinics and enhance administrative tasks
  • Implemented a new inventory management system resulting in a 5% reduction in supply costs.

Call Center Manager / Registration and Physician

Mass General Hospital
01.2003 - 01.2008
  • Orchestrated efforts to optimize organizational efficiency and customer experience by meeting targets and aligning recruitment and staffing decisions
  • Led comprehensive training initiatives and implemented performance evaluations, fostering a collaborative work environment and reducing call handling time
  • Collaborated closely with the human resources department to address training needs and professional development opportunities
  • Improved call center efficiency resulting in a 10% decrease in average call handling time
  • Monitored KPIs and call quality, ensuring adherence to standards and offering constructive feedback to team members.

Education

None - Counseling

Cambridge College
Cambridge, MA

Skills

  • Interpersonal Communication, Exceptional Organizational Skills, Leadership Capabilities, Operational Excellence, Independent Judgment, Coaching, Human Resources, Employee Relations, Employment Laws, Business Administration, Budget Development, Call Center Management, Care Coordination, Analytics, Business Strategy, Change Management, Epic, Admissions, Data Analysis, Billing, Client Operations, CPT-4 Coding, Customer Service, Denials Management, Financial Counseling, FMLA, JCAHO, CRMS, Information Management, Healthcare Administration, Payroll, People Operations, Sales, Flexibility, Innovation, Professionalism, Relationship Management, Scheduling, Applicant Tracking Software, Benefits Administration, Benefits Management, Business Operations, Contract Compliance, Dropbox, Google Drive, Greenhouse, Human Resources, Learning Disabilities, Mental Health Conditions, Payroll, People Operations, Succession Planning, Talent Development, Talent Management, Workflows, Workforce Planning, Database Applications, Database Management, Develop Training Materials, Editing, Industry Trends, Information Systems, Negotiation, PowerPoint, Process Improvement, Program Development, Project Management, Provide Training, Salesforce, Social Media, Leadership Skills, Mediating, Problem-Solving, Scheduling, Strategic Planning, Verbal Communication, Written Communication, work independently attention to detail coordinates activities, strong critical thinking, excellent organization skills analytical ability, Business Partnerships, collision, concierge services, customer service, emergency response, Facilities Operations, facility management Fertility legal services, operations processes, payroll, PPO sales, vendor relationships Analyze financial data, Behavioral health, Business intelligence, Business plans, Business strategy, Clinical Operations, Critical care, Financial performance, Healthcare administration, Lean,, Nursing, Palliative care, Patient care, Private practice, Process redesign, Profit and loss statements, Project management training, Revenue Cycle, Six sigma, Tjc, Develop relationships, Provide mentorship Compensation, Conjunction, Counterparts, Directors, Financial, Hospital, Hospital-based, Improve, Lead, Main Account management, Analytics, Bpm, BPO, Business administration, Business Process Improvement, Business process management, Ring Central, Jira, Aircall, Zendesk, HubSpot, Salesforce, Call center management, Case management Customer satisfaction, Financial data Management systems, Member engagement, Process mapping, Profitability, Service levels, Spreadsheet, Statistics, Telecommunications, Utilization management, Word processing, Workforce management, Ability to delegate, Care management, Client satisfaction, Timeliness, Verbal communication, analyze data, business administration, chronic pain evaluate performance, evidence-based practices, finance, financial management, financial performance, Healthcare Management, healthcare regulations, human resources Implement best practices, industry regulations, key performance indicators, logistics, manage budgets, manage cash flow, mitigation strategies, Negotiate agreements, negotiation, operational leadership, operations management, patient care, patient safety, patient-centered care, performance management, process improvements, process optimization, professional development, project management, quality assurance, revenue growth, risk management, service delivery, strategic partnerships, team development, technology integration, accounting practices, annual audit, banking, budget development, computer skills, development strategies, equipment maintenance, finance, financial management, financial models, financial performance, financial plans, financial reporting, funding proposals, fundraising, human resources management, knowledge of gaap, labor law, multilingual, operations management, organizational management, payroll, performance evaluations, procurement, professional development, sensitive information, SOPs, staff development, zoom, Well-organized, track progress, strategic thinker, executive leadership, leadership experience, strategic development, coaching, focus group, Healthcare experience, high-quality healthcare, Internal, Communications, management system, Microsoft office suite, project management skills, project management tools, Run meetings, Security, Strategic Design, team management, assertive, collaboration, business processes, Coaching, Community Events, Community outreach, Emergency preparedness, Employee retention, Federal regulations, Hazardous materials
  • Health Policy, Health systems, Healthcare experience, Healthcare regulations, High, quality healthcare, HIPPA, Human resource, Marketing, Payroll, Professional development, Profitability, Safety standards, Security, Succession planning, Talent management, Urgent care, Virtual care, Business development experience, Home care, Operational functions, Operational leadership, Patient care, Professional development, Supervisory experience Billing, Claims management, Coaching, Contract management, CPT, Credentialing, Healthcare claims, Inventory management, Management system, Mental healthcare, Revenue cycle management, Team management, Workflows, algorithms, Business administration, Business Performance, Change management, Collaborate with clinical leadership, Data analysis, Data visualization, Finance, Google analytics, Healthcare Management, Interpret data, Jcaho, Key performance indicators, Logistics, Microsoft, power bi, Operational leadership, Operations management, Organizational structures, Payroll, Performance analysis, Quality improvement, Resource utilization, Restructuring, Security, Tjc, WFM, Workflow, Ability to lead, Instruction, Team building, Accountability, Prioritization, Decision making Analytic skills, seeding, Coaching, networking, annual budget, online portal, development, economic development, Social Impact, systems development, Business Performance, Coaching, Cost savings, Feasibility, Health care experience, Healthcare Management, Large data sets, Lean six sigma, Performance management, Process flow, Product design, Program management, Project management tools, Project plan, Research, Workflows, Cultural awareness, Presentation skills, Work under pressure, Works independently, Interpersonal skills, Advocacy, lead others, Collaborating Effect change, Self-directed, Business Process Optimization, Customer support, Ecommerce, Finance, Messaging platforms, Procurement, SaaS, Salesforce, Security, Slack, Solution design, System support, Ticket management systems, Customer Success, Shared Services, Social services, Financial counseling, Insurance verification, Patient financial services, business analysis, Client relationship management, Client relationships, Customer retention, Customer segmentation, Fertility, Financial services, MS office, New business development, Pricing, Resource management, Talent solutions, Supervise, Multi-task, Collaborative, Lead by example, Problem-solving, Customer loyalty, Epic systems, Process changes, , Business analysis, Client relationship management, Client relationships, Customer retention Customer segmentation, Financial services, MS office, New business development, Pricing, Resource management, Talent solutions, Supervise, Multi-task, Collaborative, Lead by example, Problem-solving, Customer loyalty, Administrative functions, Administrative support Appeals, Budget variances, Budgeting Business strategy, Call center, Clinical care, Coaching, Contact Center, Continuous quality improvement, Customer, Experience Strategy, Customer service operations, Distribution Operations, Employee Development, Foley catheters, Journey mapping, Key performance indicators, Medicare Nursing, Operational functions, Operational leadership, Organizational Change, Patient-centered care, Performance management, Product management, Program management, Project leadership, Provider engagement, Revenue growth, Sales distribution, Sales Operations, Scalability, Service delivery, Service recovery, Systems development Revenue growth, Sales distribution, Sales Operations, Scalability, Service delivery Service recovery, Systems development, Negotiation skills, Contract law
  • Trade relations, help desk, home infusion, patient care, coaching, Sales Support, sales experience, Foley catheters, Nursing Informatics, innovative, mission driven
  • Managing a team
  • Targeted marketing
  • Contract Negotiation
  • Customer Prospecting
  • Corporate Branding
  • Client Relationship Building
  • Operations Management
  • Revenue Cycle Management
  • Financial Management
  • Risk Management
  • Process Improvement
  • Price Structuring
  • Lead Generation
  • Event Networking
  • Metrics Tracking
  • Forecasting
  • Proposal Writing
  • Sales Leadership
  • Customer Service
  • Human Resources
  • Documentation And Reporting
  • Strategic Planning
  • Rules and regulations
  • Business Storytelling
  • Staff Recruiting and Retainment
  • Profit Objectives
  • Presentations
  • Sales and Marketing Leadership
  • Decision-Making
  • Product Demonstrations
  • Critical Thinking
  • Results-Driven
  • Budget Administration
  • Coaching and Mentoring
  • CRM Software
  • Human Resources Management
  • Team Leadership
  • Account Management
  • Budget Oversight
  • Recruiting and Hiring
  • Performance monitoring
  • Customer Education
  • OKRs and KPIs
  • Performance metrics analysis
  • Policy and procedure development
  • Relationship Building
  • Complex Problem-Solving
  • Training and mentoring
  • Staff Training
  • Customer and employee rapport
  • Program Oversight
  • Performance Improvement
  • Policy Development
  • Project Management
  • Operational management
  • Business Planning
  • Administrative Support
  • Office Administration
  • Program Management
  • Business Administration
  • Operational leadership
  • Staff Management
  • Schedule Management
  • Office Management
  • Financial Acumen
  • Scheduling
  • Regulatory Compliance
  • Service Delivery Oversight
  • Profit and Loss Management
  • Industry Best Practices

Languages

  • Spanish

    • Languages

    Spanish
    Native or Bilingual

    Timeline

    Vice President of Care Access and Business

    VITRA Home Health
    04.2023 - 01.2024

    Regional Director/ Interim Vice President of Health Center Operations

    Planned Parenthood League MA
    05.2022 - 04.2023

    Practice Administrator

    Community Health Center / Obstetrics, Mass General Hospital
    01.2008 - 05.2022

    Call Center Manager / Registration and Physician

    Mass General Hospital
    01.2003 - 01.2008

    None - Counseling

    Cambridge College

    Similar Profiles

    CREATE PROFILE
    Sheila RodriguezHealthcare Executive