Adrienne Gordon
Framingham,MA
Summary
Focused Administrative Professional with extensive knowledge in customer centric modes of care from implementation to sustainability-driven by Quality and Risk Management principles. Experience in Staff Supervision, Human Resources, Day-to-Day Administrative Management.
Overview
18
18
years of professional experience
Work History
Practice Manager, Primary Care & Walk-in Clinic
Holyoke Medical Group
07.2021 - 08.2024
- Collaborated with primary care providers to improve scheduling efficiencies
- Collaborated with medical director to standardize staff workflows for walk-in clinic
- Met quarterly with providers to discuss various topics related to quality metrics, staffing updates and concerns or issues related to improving the overall functioning of the practice
- Provided leadership, mentorship and coaching to twelve direct reports
- Supervised daily operations of front and back office
- Collaborating with the office leads, implemented new staff training guidelines to ensure consistent patient quality of care
- Developed cross functional training for medical assistants to support the administrative workflow as needed
- Evaluated staff performance, provided feedback, coaching and discipline as needed
- Implemented staff accountability by redesigning workflows for provider inboxes
- Monitored revenue and expenditures for each cost center to meet budget targets
- Responded to escalated patient grievances
- Partner with other department managers to resolve operational issues impacting patient care or staff efficiencies
Health Center Performance Manager/PCMH Consultant
Community Care Cooperative (C3)
08.2019 - 12.2020
- Primary relationship manager to Federally Qualified Health Centers; provided oversight and support in their achievement of annual cost and quality goals, with hands-on support to clinical and operational staff members as needed
- Supported C3 health center Clinicians and Staff members in their integration of Value-Based care; ensuring appropriate communication between C3 and CHC Leadership and Program Leads
- Met regularly with health center Population Health Management, and Quality leads to support initiatives and monitor threats to achieving C3 Key Performance Indicators (KPIs) related to MassHealth Accountable Care Organization (ACO) quality measures and risk-adjusted coding
- Ensured C3 understood health center culture and concerns and responded to their requests for support
- Used Arcadia Analytics performance reports and operational observation to inform decision-making and identify process improvement gaps
- Worked with CHC staff to test and refine workflows that support the transformation to value-based care
- Supported performance improvement through feedback, education, and actionable work plans
- Consulted with health center PCMH leads on NCQA PCMH Recognition initial applications and Annual Renewal process
Program Manager/Practice Support Consultant
Partners Healthcare
06.2015 - 07.2019
- Company Overview: Center for Population Health
- Achieved Level 3 NCQA PCMH Recognition for all assigned primary care practice (2015-2018)
- Consulting/Coaching with Primary Care to implement/sustain the PCMH model of care by leveraging:
- Gap analysis & project planning
- Policy and process development
- Training & Go-live support for Social Determinants of Health data collection
- Workflow optimization and process improvement
- Analysis of quality performance data to advise quality improvement initiatives
- Evaluate challenges to implementing/sustaining PCMH team dynamics
- Cultivate relationships with leadership across various regional entities
- Cross-team collaboration with other Population Health departments, committees, and workgroups
- Facilitate meetings, workgroups, and focus groups
- Center for Population Health
Business Office Manager
McLean Hospital
10.2012 - 05.2015
- Company Overview: 3 East Cambridge Residence
- Reduced average time to close patient charts post-discharge, from 90 days to 30 days
- Initiated electronic Annual Performance review, reducing retroactive payouts due to late performance evaluations
- Implement policies and procedures to improve financial transparency and control spending
- Prepared monthly financial summaries for four programs within the Child and Adolescent department
- Trained three administrative assistants to prepare monthly financial summaries for their respective units
- Managed facility improvement/repair projects
- Organized program inventory including office supplies, computer/office equipment, food, bedding, kitchenware, and furniture
- Spearheaded round-table discussions with residential program Business Managers to share process improvements/problem solve
- 3 East Cambridge Residence
Administrative Manager/Office Manager
Corindus Vascular Robotics
10.2006 - 05.2012
- Developed new hire onboarding/termination processes
- Developed employee performance review process
- Responsible for performance reviews for non-exempt staff
- Established process for employee conflict resolution
- Managed administration of 401K and employee stock option plan
- Initiated accounts-payable strategy to limit liquidity risk
- Supported Quality Assurance with variance analysis, budget reconciliation & investigated misallocated expenses
- Prepared financial records for annual audits
- Processed payroll
- Developed employee manual
- Developed administrative policies and procedures
- Facility Operations; vendor contract negotiations, maintenance & repair schedules, leasehold improvements/space renovation
- Organized computer hardware, software, and mobile device inventory
- Coordinated trade shows and company events
Education
Master of Science - Healthcare Administration
Regis College
Weston, MA05.2014
Bachelor of Arts - Finance & Marketing
Simmons College
Boston, MA05.1999
Skills
- Ability to develop effective working relationships with all levels of professionals
- Project Management
- Lean Process Analysis and Workflow Development/Improvement
- Financial Analysis/Reporting
- MS Office Suite
- Quickbooks
- Calendar Management
- Schedule management
- Policy implementation
- Employee Records management
- Policy and procedure development
- Conduct annual Employee appraisals
- Payroll administration
- New hire onboarding/ training
- Budget oversight/weekly bookkeeping
- Developed weekly financial reports
- Order/Manage supply inventory
- Human resources
- Regulatory compliance
- Policy development
- Bookkeeping
- Resource utilization
- Resource management
- Workflow efficiency
- Process improvement
- Training and mentoring
- Staff supervision
- Administrative staff supervision
- Project oversight
Timeline
Practice Manager, Primary Care & Walk-in Clinic
Holyoke Medical Group
07.2021 - 08.2024
Health Center Performance Manager/PCMH Consultant
Community Care Cooperative (C3)
08.2019 - 12.2020
Program Manager/Practice Support Consultant
Partners Healthcare
06.2015 - 07.2019
Business Office Manager
McLean Hospital
10.2012 - 05.2015
Administrative Manager/Office Manager
Corindus Vascular Robotics
10.2006 - 05.2012
Master of Science - Healthcare Administration
Regis College
Bachelor of Arts - Finance & Marketing
Simmons College
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