Summary
Overview
Work History
Education
Skills
Awards
Languages
Personal Information
Affiliations
References
Timeline
Generic

Aida Vicente

Norfolk,VA

Summary

Dynamic leader excelling in consumer experience management and agile project methodologies. Proven track record in driving consumer journey redesign initiatives, enhancing operational performance, and fostering cross-functional collaboration. Adept at motivating teams and implementing process optimizations to achieve strategic goals and elevate patient satisfaction.

Overview

17
17
years of professional experience

Work History

Journey Leader

Sentara
Virginia Beach, VA
06.2024 - Current
  • Responsible for driving end-to-end journey redesign and delivering on journey specific KPIs/OKRs.
  • Responsible for the overall journey experience for Sentara and act as the product manager/owner for this journey.
  • Collaborate cross functionally to prioritize different journeys and drive results that align with business needs.
  • Work closely with a journey team (e.g., journey architects, SMEs, others) to define the future state for end-to end consumer experience design.
  • Serve as a coach for additional consumer experience journey teams as they are launched, using agile principles and methodologies.
  • Manage and lead design, build, and implementation of future state for end-to-end consumer experience journey improvement - challenging the status quo and thinking outside the box to deliver best-in-class CX.
  • Ultimately oversee deliverables, KPIs, and OKRs of journey team and elevate requests to alleviate roadblocks.
  • Coach and ensure journey team members are delivering and aligning on overall vision and journey-specific goals.
  • Communicate the status of journey to CX leadership / broader transformation and work with relevant stakeholders to quickly resolve issues and escalate where required to enable rapid delivery.
  • Support initiative owners, SMEs, and others as they stand-up new journey initiatives within the context of the solution design.
  • Mentor and coach journey team members and guide them on how to use Agile practices and values to achieve greater outcomes; motivate the journey team and maintain momentum of service line x journey concept design and implementation through changing or conflicting priorities.

Director of Business Operations

Sentara
Virginia Beach, VA
06.2023 - 06.2024
  • Directs and oversees the efficient and effective operations for a number of ambulatory practices, hospital-based practices, diagnostic facilities, and mobile healthcare units.
  • Supervises Practice Managers and Team Coordinators assigned to one or more practices.
  • Develops and executes a strategic plan that aligns with the organizational objectives related to staffing, employee development, performance management, customer service/satisfaction, service delivery, quality, revenue enhancement, expense control, budgeting, regulatory compliance and facilities management.
  • Participate in cross-functional teams responsible for developing innovative solutions for complex problems.
  • Coordinate resources across multiple departments and teams as needed for successful completion of new service line departments.
  • Manage multiple projects with competing deadlines simultaneously.
  • Create and implement processes for streamlined practice operations.

Liaison Manager

Sentara Medical Group
Norfolk, VA
08.2021 - 06.2023
  • Responsible and accountable for providing leadership over the daily operations of the assigned team to include coordination of work, quality and service commitments, and team member supervision.
  • Serves as technical resource and participates in the work as a Regional Liaison to provide general operational support to all assigned practices; ensuring clear communication between administration and the practices, compliance with operational standards and regulatory requirements, and providing all practices, new and existing, with support throughout the office set-up and training process as needed for all new practice launches, initiatives, operational workflows and processes.
  • Accountable for personally monitoring and engaging team members and other resources to achieve team goals.
  • Work with management and members of the team to improve operational performance goals and assist practices in meeting goals and contributing toward the achievement of annual division goals.
  • Identify areas for improvement in practice performance or workflows through observation or expressed management concerns and resolve or escalate appropriately.
  • Serve as a change agent for operational initiatives and changes needed in the practices through influence and focus on conveying the story of why.

Practice Manager

Sentara Medical Group
Virginia Beach, VA
01.2020 - 08.2021
  • The Practice Manager partners with clinical leadership in a dyad model to ensure the efficient and effective operations of one or more clinics/practices with up to five providers.
  • Provides overall supervision of staff and oversight of all aspects of operations including customer service, budget, risk management and compliance with organizational and ambulatory care policies, regulations and standards of care.
  • Accountable for personally monitoring and engaging team members and other resources to improve financial performance, quality, patient experience, and team member performance.

Team Coordinator, Clerical Support

Sentara Medical Group
Virginia Beach, VA
09.2018 - 01.2020
  • Assumes responsibility, leadership, and accountability for daily operations. Coordinate work monitoring for quality of service.
  • Support employees with solutions for every day operational needs.
  • Manage multiple projects and performs work assignments as needed.

Business Office Manager and Team Coordinator of Patient Accounts

Sentara Life Care
Virginia Beach, VA
10.2016 - 09.2018
  • Manages and provides leadership for the Facility Business Office; supervises and trains staff.
  • Monitors all financial areas of the business office.
  • Ensures resident financial records are maintained.
  • Coordinates and maintains insurance and self-pay accounts to insure accurate and timely payment.
  • Performs billing, follow up and customer service functions, fields patient inquiries and manages accounts receivable to achieve AR goals.
  • Assists with training within the department and maintaining departmental workflows.
  • Answers calls in a fast-paced call center environment.
  • Handles difficult situations while maintaining quality customer service. Reviews and resolves accounts for correct balance.
  • Assists in preparation of correspondence.
  • Responsible for assisting other Patient Account Representatives with training and maintaining workflow.

Healthcare Representative

Chamberlin Edmonds
Virginia Beach, VA
09.2014 - 10.2016
  • Work effectively with hospital employees and patients. Interviewing clients in a hospital setting and/or home visits to assist the clients in obtaining maximum benefit coverage.
  • Completion of applications for state and federal programs (including Health Exchange/Marketplace programs), reviewing medical records and taking all necessary action to expedite benefit approval.
  • Achieve and maintain certification designation as 'Certified Application Counselor'.
  • Adherence to company and legal standards regarding Protected Health Information (PHI), Personal Identifiable Information (PII) and Personnel Transaction Identifier (PTI).
  • Maintain ongoing communication with government agencies regarding the status of claims.
  • Provide updates and assistance to hospital personnel and other Chamberlin Edmonds staff as needed.
  • Maintain documentation of status of claims and client contract on Chamberlin Edmonds and/or hospital computer systems.
  • Making a determination to take a Federal, State or Local program application based upon medical definition of disability as it relates to body systems and to functions of daily living, and information contained in medical records.

Eligibility Worker

City of Norfolk
Norfolk, VA
09.2013 - 09.2014

Senior Physician Billing Representative

Children's Hospital of the King's Daughters
Norfolk, VA
01.2008 - 01.2013

Education

Associate of Applied Science - Medical Administration

Medical Careers Institute
Norfolk, VA

Bachelor of Arts - General Studies

Southern New Hampshire University
Remote

Skills

  • Consumer experience management
  • Healthcare administration
  • Change management strategies
  • Customer journey mapping
  • Agile project methodologies
  • Cross-functional teamwork
  • Project coordination
  • Process optimization
  • Team leadership skills
  • Conflict resolution techniques
  • Motivational leadership

Awards

  • Sentara CEO Award, 05/01/21, As the Practice Manager for Sentara Telehealth Services, our team was able to significantly reduce the impact of decreased volumes and revenues to our practices by implementing virtual care for the Medical Group during the COVID-19 Pandemic in 2020.
  • Top Performing Manager Award, 01/01/20, Awarded the Top Performing Manager Award for Sentara Medical Group.
  • Innovation Excellence Award, 01/01/19, Assisted with the development and improvement of the Sentara Mobile App for Sentara Medical Group.

Languages

Spanish

Personal Information

  • Willing To Relocate: Florida
  • Authorized To Work: US for any employer

Affiliations

  • United Way of South Hampton Roads-Women United Executive Board Member and Council Chair
  • National Association of Latino Healthcare Executives DMV Chapter President

References

References available upon request.

Timeline

Journey Leader

Sentara
06.2024 - Current

Director of Business Operations

Sentara
06.2023 - 06.2024

Liaison Manager

Sentara Medical Group
08.2021 - 06.2023

Practice Manager

Sentara Medical Group
01.2020 - 08.2021

Team Coordinator, Clerical Support

Sentara Medical Group
09.2018 - 01.2020

Business Office Manager and Team Coordinator of Patient Accounts

Sentara Life Care
10.2016 - 09.2018

Healthcare Representative

Chamberlin Edmonds
09.2014 - 10.2016

Eligibility Worker

City of Norfolk
09.2013 - 09.2014

Senior Physician Billing Representative

Children's Hospital of the King's Daughters
01.2008 - 01.2013

Associate of Applied Science - Medical Administration

Medical Careers Institute

Bachelor of Arts - General Studies

Southern New Hampshire University

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