Alec D Walker
Martlon,NJ
Summary
Ambitious and results-driven Operations Leader with progressive experience managing high-volume healthcare and financial operations. Proven ability to lead cross-functional teams, optimize workflows, manage budgets, and drive measurable performance improvements. Recognized for implementing process enhancements that reduce turnaround times, improve service quality, and strengthen team accountability. Passionate about developing high-performing teams and delivering operational excellence that positively impacts patient outcomes.
Overview
20
20
years of professional experience
Work History
PSR (Operational Team Lead)
Cooper University Hospital
02.2024 - Current
- Patient Service Respresentative specializing in OnBase hospital and patient document distribution. With a focus on both Bone and Joint (orthopedics, neurology, rheumatology, podiatry, spine, plastics [hand], trama, and bone health) and Surgical Specialty Institute (pain management, plastics, urology, vascular, audiology, bariatric, colorectal, ENT, and general surgeries).
- Support daily operations across five outpatient specialty locations, managing high-volume clinical documentation workflows (75+ encounters per day).
- Lead daily morning huddles to review key performance metrics, staffing priorities, and departmental objectives.
- Partner with nursing leadership (LPN, RN, Nurse Navigators) and management to improve patient access, reduce delays, and enhance care coordination.
- Designed and implemented an escalation protocol that reduced document turnaround times by 75%, directly improving patient service delivery.
- Train and mentor new team members on OnBase systems, SOPs, and workflow best practices to ensure operational consistency.
- Collaborate with IT to streamline system efficiencies and improve documentation processing.
- Cross-trained in call center operations; improved first-call resolution by 23% and reduced abandonment rate below 8%.
- Conduct peer interviews and provide hiring recommendations, contributing to team development and culture building.
Operations Manager
Crosscountry Mortgage, LLC
10.2021 - 12.2022
- Identified procedure and process improvements to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Strategically overturned overlays relating to both Fannie and FHA IRS Federal Tax interpretation, thus improving units closed and funded by 40% each month
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Prepared monthly P&L budget reports with controls to prevent overages of warehouse line.
- Worked in matrix management environment with oversight of division level managers, operations, sales, staffing, human resources, marketing and compliance.
- Awarded two time employee of the month by consistently demonstrating efficiency in milestone turn times and productivity.
- Worked with post closing audit and escrow setup with company servicing division.
- Worked closely with underwriting managers and secondary team to initiate company's SOP for new Bridge Loan program.
Operations Manager
A2C Mortgage LLC
06.2018 - 09.2021
- Implemented strategic work flow that increased gross revenue from $38K in 2018 to +$3M in 2021.
- Conducted and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
- Devised partnerships to boost long-term business success and increase profit levels.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines.
- Managed Closing Disclosure balancing and escrow analysis on all closings including mortgage payoffs with refinances.
- Daily duties included oversight on all new loan registrations (rate lock/margins), compliance disclosures, appraisal and title ordering, running DU/LP Findings, submission to underwriting, and conditional commitment review.
- Formulated process for the transition of all new compliance disclosures, Fannie Mae 3.2 to new Fannie Mae MISMO 3.4 files, incorporating over a dozen investors.
Education
Bachelor of Science - Bachelor of Science Biology, Minor in Chemistry
Stockton University
GallowayAffiliations
Cooper University Hospital and HIPPA up to date annual education requirements. Nationwide Mortgage Licensing System, NMLS. Compliant with industry regulations.
Dual Citizen; British Passport, US Passport
Timeline
PSR (Operational Team Lead)
Cooper University Hospital
02.2024 - Current
Operations Manager
Crosscountry Mortgage, LLC
10.2021 - 12.2022
Operations Manager
A2C Mortgage LLC
06.2018 - 09.2021
Bachelor of Science - Bachelor of Science Biology, Minor in Chemistry
Stockton University
Skills
- Healthcare Operations Management
- Clinic & Workflow Optimization
- Budget Oversight & Financial Controls
- Team Leadership & Staff Development
- Quality Improvement Initiatives
- KPI & Performance Monitoring
- Vendor & Cross-Department Collaboration
- Regulatory & HIPAA Compliance
- Escalation & Problem Resolution
- Process Standardization & SOP Development
Leadership & Management Highlights
- Experience leading cross-functional teams in both healthcare and business environments
- Built scalable operational systems, improved financial performance, and strengthened team accountability.
- Improved operational efficiency, enhanced team communication, and strengthened patient-facing service delivery in a fast-paced outpatient environment.
- Proven ability to manage performance metrics, budgets, and operational KPIs
- Strong collaboration with clinical and financial stakeholders
- Entrepreneurial mindset with demonstrated success improving systems and culture
- Committed to continuous improvement and team development