Alexandria Visel
Guilford
Summary
Experienced healthcare operations professional with a strong track record in effectively managing and enhancing clinical and supplier operations. Committed to improving business functions and ensuring regulatory compliance, seeking the position of OCA & Supplier Operations Manager. Expertise in process improvement, performance management, and cross-departmental collaboration within a health plan setting, confident in ability to drive operational excellence and contribute to organizational success.
Overview
19
19
years of professional experience
Work History
Culinary Program Manager
Guilford Center For Children
07.2023 - 04.2024
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Achieved Program compliance by overseeing adherence to schedule, budget, and CACFP regulations.
- Enhanced operational standards through the implementation of corrective actions and process improvements.
- Distributed workload among colleagues, determined targets to achieve, and monitored progress.
- Implemented behavior modeling and positive reinforcement techniques into daily routines
- Recognized and offered assistance to children facing emotional, health-related, or developmental challenges.
- Established positive rapport in educational programs, fostering trust and meaningful interactions
- Established and facilitated cooking workshops focused on nutrition and growth development
OCA Operations Manager for Care Management
WellSense Health Plan
01.2018 - 07.2023
- Spearheaded process improvements to ensure ROI on system implementations and enhance department operations
- Designed and enforced Standard Operating Procedures (SOPs) to maintain high consistency and quality standards
- Created detailed reports for State Mandated regulatory requirements and analyzed contract updates for compliance
- Supervised productivity creation and reporting, providing targeted coaching to align with organizational standards and goals
- Initiated innovative, data-driven solutions to optimize department performance and expedite objectives in alignment with company strategy.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Care Navigator
WellSense Health Plan
- Delivered frontline support for complex, high-risk members by overcoming multiple barriers to care, improving service quality
- Facilitated collaboration and education across internal and external departments to maintain service consistency
- Evaluated and leveraged productivity metrics, advancing the strategic objectives of NH and MA teams
- Offered Microsoft Office expertise for training staff, promoting seamless knowledge transfer and operational continuity.
- Consistently maintained confidentiality while handling sensitive patient information in accordance with HIPAA guidelines.
- Identified potential barriers to care, implementing tailored solutions to improve outcomes.
- Maintained detailed documentation of patient interactions, treatment plans, and progress notes for accurate recordkeeping.
- Participated in interdisciplinary team meetings to discuss complex cases, contributing valuable insights into effective strategies for care navigation.
- Served as a reliable resource for colleagues seeking guidance on challenging situations or unfamiliar aspects of care navigation.
- Promoted a positive work environment among peers by remaining approachable, supportive, and flexible when collaborating on shared tasks.
- Facilitated smooth transitions between healthcare settings by coordinating necessary referrals and appointments.
- Consulted with medical staff and ancillary department to eliminate barriers to delivery of care and identified service delivery problems and potential for patient management intervention.
Customer Care Advocate
WellSense Health Plan
- Demonstrated proficiency in systems such as Facets, CCMS, and eviCore to access and manage information meticulously, enhancing service delivery
- Collaborated with departments to resolve member and provider inquiries efficiently and effectively
- Sustained comprehensive knowledge of medical policies and benefits across BMCHP product lines, ensuring member satisfaction
- Recognized with the WellSense SHINE Award in 2018 for exceptional service and commitment to organizational values.
Center Manager
Hope for New Hampshire Recovery
03.2016 - 08.2017
- Directed overall management of a non-profit recovery center, ensuring operational excellence and coordination of services
- Applied motivational interviewing for effective crisis management of clients with complex care needs
- Established and enforced policies and procedures for staff, ensuring regulatory and quality compliance
- Recruited, trained, and supervised over 20 staff and volunteers, boosting operational efficiency and service quality.
- Oversaw the recruitment, hiring, and onboarding processes to ensure a skilled workforce capable of meeting center objectives.
- Checked facility, employee work and service levels to maintain compliance with company and industry standards.
- Developed and maintained strong relationships with key stakeholders, ensuring smooth communication and collaboration across departments.
- Fostered culture of continuous improvement, encouraging staff to contribute ideas for operational enhancements.
- Implemented rigorous health and safety protocols, significantly reducing incidents within center premises.
- Negotiated favorable contracts with suppliers, reducing operational costs while maintaining quality standards.
Wedding Coordinator
Pond House Grille and Pond House Café
10.2011 - 09.2015
- Managed all bookings, contract preparations, and exceeded sales goals through effective cost control and supplier negotiations
- Collaborated in menu development aligned with cost-effective guidelines, optimizing quality and profitability
- Orchestrated comprehensive staff training focusing on customer conflict resolution and food safety standards.
- Successfully managed a diverse range of events including weddings, corporate functions, and special occasions, consistently exceeding client expectations.
- Hired and trained both permanent and temporary staff members.
- Developed comprehensive event proposals that clearly outlined deliverables, timelines, budget requirements based on client input.
- Coordinated logistics for multiple events simultaneously, maintaining seamless operations and timely execution.
- Conducted post-event evaluations with clients, identifying areas for improvement and implementing changes accordingly.
- Developed strong vendor relationships, securing cost-effective contracts and improving overall service quality.
- Leveraged technology for better communication and coordination, resulting in smoother event management.
Wedding Coordinator
Villa Lombardi’s/Lombardi’s on the Bay
02.2009 - 02.2012
- Planned and coordinated extensive events, standardizing preparation protocols for food safety and delivery excellence
- Promoted career opportunities within staff, fostering a developmental environment to enhance service performance.
- Coordinated all aspects of wedding ceremonies, including venue selection, catering arrangements, and entertainment options.
- Utilized advanced organizational skills to manage multiple weddings simultaneously while maintaining high-quality results.
- Liaised between wedding venues, vendors and engaged couple to help plan and deliver successful event.
- Established strong relationships with local vendors, securing discounts and preferred availability for clients'' events.
- Leveraged strong industry relationships to secure unique and exclusive event locations for clients seeking one-of-a-kind wedding experiences.
- Assisted with vendor contracts, negotiating rates and terms with wedding suppliers.
Office Manager
Affordable Gutters
03.2005 - 01.2009
- Explored alternative options for procuring top-notch, economically viable materials; resulting in improved service quality and heightened client gratification.
- Took charge of managing client relationships and operations encompassing new referrals, material installations, and customer service.
- Provided exceptional customer service when addressing client inquiries or concerns via phone calls or email correspondence.
- Reduced costs with meticulous budget monitoring and expense tracking for essential supplies and equipment.
Education
Diploma -
Guilford High School
Guilford, CT01.2005
Skills
- Healthcare Systems Knowledge
- Policies and procedures implementation
- Interpersonal Communication
- Strategic Planning
- Regulatory Compliance
- Complex problems analysis
- Performance reporting
- Multidisciplinary Collaboration
- Critical Thinking
- Adaptability and Flexibility
- Planning and Prioritization
- Analytical Thinking
- Operational Reporting
Explanations
Objective Section: I've added an objective to demonstrate alignment with the job opening, emphasizing relevant skills and experience.
OCA Operations Manager for Care Management: Integrated references to operational and regulatory compliance, ROI, and cross-departmental collaboration to resonate with the job description’s emphasis on process improvement, supplier management, and interdisciplinary coordination.
Care Navigator and Customer Care Advocate Roles: Focused on skills in data analysis, compliance, and collaboration which align with the job’s emphasis on strategic metrics, compliance, and stakeholder engagement.
Transferable Skills: Highlighted transferable skills, such as customer conflict resolution, strategic development, and process optimization, to match key competencies outlined in the job description.
Training and Certifications: Reformatted this section to better reflect applicable skills, like conflict management and strategic development, reinforcing fit for the role.
Training
- Proficiency in Microsoft Office Suite
- Expertise in Strategic Development
- Certification in ServSafe and Customer Service & Business Ethics
- Specialized training in Conflict Resolution, Motivational Interviewing, Mental Health First Aid, and Suicide Prevention
- Commitment to Workplace Diversity, Harassment, and Anti-bullying Standards
Timeline
Culinary Program Manager
Guilford Center For Children
07.2023 - 04.2024
OCA Operations Manager for Care Management
WellSense Health Plan
01.2018 - 07.2023
Center Manager
Hope for New Hampshire Recovery
03.2016 - 08.2017
Wedding Coordinator
Pond House Grille and Pond House Café
10.2011 - 09.2015
Wedding Coordinator
Villa Lombardi’s/Lombardi’s on the Bay
02.2009 - 02.2012
Office Manager
Affordable Gutters
03.2005 - 01.2009
Care Navigator
WellSense Health Plan
Customer Care Advocate
WellSense Health Plan
Diploma -
Guilford High School