Ana Hernandez
DAP Health
Cathedral City,CA
2
Languages
15
years of professional experience
Dynamic healthcare operations leader with over 14 years of progressive experience, advancing from administrative support to Director of Operations. Expertise includes managing multi-site healthcare operations, overseeing budgets, workforce management, and implementing strategic initiatives that drive performance. Proficient in analyzing KPIs and optimizing operational efficiency while developing high-performing teams and ensuring regulatory compliance. Proven track record in training and mentoring leaders, enhancing organizational performance, and delivering exceptional patient-centered services, with a strong focus on fostering collaborative cultures and achieving operational excellence.
Work History
Director of Operations - Central West Region
2 Years 9 Months- Directed multi-site healthcare operations, ensuring efficient patient flow, staffing alignment, and continuity of care across clinic locations.
- Led and supported clinic managers and department leaders to achieve operational goals, regulatory compliance, and organizational performance standards.
- Oversaw a workforce of approximately 100 employees, including staff development, performance management, coaching, and succession planning.
- Managed operational budgets, labor expenses, payroll review, and timecard compliance to support financial and workforce objectives.
- Monitored and analyzed key performance indicators (KPIs), productivity metrics, and operational data to drive informed decision-making and continuous improvement.
- Implemented process improvement initiatives that increased operational efficiency, accountability, and service consistency across departments.
- Facilitated leadership meetings and cross-functional collaboration to align teams with strategic priorities and organizational objectives.
- Ensured adherence to regulatory requirements, organizational policies, quality standards, and healthcare compliance guidelines.
- Trained, mentored, and developed managers and staff to strengthen leadership capabilities, employee engagement, and operational excellence.
- Identified operational risks and implemented corrective action plans to improve performance, patient experience, and business outcomes.
Clinic Manager
2 Years 2 Months- Aligned daily operations with patient needs through feedback analysis and continuous improvement initiatives.
- Oversaw ordering, purchasing and maintenance of clinical equipment.
- Implemented policy changes and communicated information and procedures through organizational staff meetings.
- Cultivated close working relationships with the entire staff, including providers, reception and clinical team.
- Supervised internal and external communications by answering queries and complaints.
- Tracked, organized and counted clinic stock and supplies.
- Procured necessary supplies for clinic operations. and kept tabs on inventory levels.
- Inspected office and waiting areas for cleanliness and organization. and waiting areas regularly to provide clean and organized surroundings.
- Built strong working relationships with staff, enhancing collaboration among providers, reception, and clinical teams.
Interim Clinic Manager
7 Months- Supervised front office and clinical support staff, reinforcing performance expectations and accountability.
- Directed daily clinic operations, ensuring smooth patient flow, staffing coverage, and service continuity.
- Strengthened and aligned daily operations with patient needs based on collected feedback and continuous improvement plans.
- Managed internal and external communications, resolving queries and complaints to enhance patient satisfaction.
- Oversaw ordering, purchasing and maintenance of clinical equipment.
- Employed active listening and interpersonal talents to effectively interact with various individuals, including physicians, patients and fellow employees.
- Procured necessary supplies for daily operations and kept tabs on inventory levels.
Clinic Administrative Assistant
2 Years 3 Months- Participated in meetings and committees to discuss electronic health records and identify workflow improvements.
- Managed front-desk reception, answered multi-line phones, and routed patient inquiries to appropriate departments.
- Scheduled appointments, meetings and events for management staff.
- Collaborated with multi-disciplinary staff to improve overall patient care and response times.
- Designed administrative processes to support organizational objectives and enhance office efficiency.
- Managed physical and digital files, monitored spreadsheets and updated reports to coordinate project materials.
- Delivered secretarial and office management support while fostering cooperative working relationships.
Mobile Service Coordinator
1 Year- Researched and analyzed community needs to shape program directions and goals.
- Coordinated mobile clinic schedules, aligning provider availability, site readiness, and patient appointments.
- Managed daily communication between field teams, clinics, and community partners to support service delivery.
- Assessed and identified service delivery challenges and opportunities within local area.
- Spoke to community groups to explain and interpret purposes, programs and policies.
- Assisted the Director with recruitment, interviews, and hired volunteers and staff.
- Developed workflows and floor plans with health event setup requirements.
Care Coordinator Specialist
3 Years- Assessed and responded to individual client needs and concerns to enhance care coordination.
- Coordinated care plans, documentation, and follow-up activities across cross-functional teams.
- Maintained confidential case documentation.
- Guided patients through application processes for health plans and state programs, ensuring understanding and compliance.
- Analyzed clients needs and financial situations to customize insurance policies for individuals.
- Achieved certification as Covered California agent, enhancing ability to assist clients with health insurance options.
Customer Service Representative
3 Years 7 Months- Scheduled appointments, coordinated follow-ups, and maintained accurate patients calendars.
- Answered patient inquiries, resolved concerns, and routed calls to appropriate clinic departments.
- Managed high customer satisfaction by resolving customer issues through knowledgeable, friendly service.
- Upheld quality control policies and procedures to increase customer satisfaction.
- Facilitated customer service by answering inbound calls, chats, and emails promptly and efficiently.
Education
Bachelor of Science - Bachelor in Healthcare Management
Medical Office Specialist
Skills
Operations management oversight
Financial budget oversight
Staff Oversight (120+ employees)
KPI Management
Training & Mentoring
Strategic Planning
Compliance
Workflow optimization
Resource allocation strategy
Workforce Management
Operational efficiency
Financial monitoring
Client relationship management
Collaborative teamwork
Deadline management
Strategic planning and execution
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Director of Operations - Central West Region
DAP Health
01.2024 - 10.2026Read More
Clinic Manager
DAP Health
10.2021 - 12.2023Read More
Interim Clinic Manager
Borrego Health
03.2021 - 10.2021Read More
Clinic Administrative Assistant
Borrego Health
12.2018 - 03.2021Read More
Mobile Service Coordinator
Borrego Health
12.2017 - 12.2018Read More
Care Coordinator Specialist
Borrego Health
12.2014 - 12.2017Read More
Customer Service Representative
Borrego Health
05.2011 - 12.2014Read More
Cathedral City High School
Read More
Kaplan College
Medical Office Specialist
Read More
Grand Canyon University
Bachelor of Science from Bachelor in Healthcare Management
Read More
College of The Desert
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