Andrea Washington
Affiliated Physicians at DOH
New York,NY
18
years of professional experience
Experienced program and operations manager with expertise in strategic planning, team leadership, and process improvement. Proven ability to streamline workflows, strengthen compliance, and improve service delivery in healthcare and customer-focused environments.
Work History
Program Manager
5 Years 10 Months- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Directed healthcare program operations, aligning policies, workflows, and service delivery with departmental objectives.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Developed process improvements that streamlined intake, tracking, and case follow-up activities.
- Partnered with clinical and administrative teams to support timely patient and provider coordination.
- Oversaw compliance processes, ensuring documentation met regulatory and organizational standards.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Mentored staff on procedures, quality expectations, and issue escalation protocols.
- Facilitated workshops and conducted one-on-one training to educate team members.
Senior Operations Manager
4 Years- Managed resource planning, balancing staffing and workload to ensure uninterrupted coverage.
- Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
- Streamlined resource allocation and eliminated redundant tasks to reduce costs and enhance profitability.
- Evaluated service processes, implementing improvements that increased accuracy and turnaround speed.
- Partnered with site leadership, supporting compliance, communication, and operational continuity.
- Assessed staff and sub-contractor performance to identify areas for improvement and ensure operational effectiveness.
Senior Customer Service Manager
8 Years- Directed customer service operations, resolving escalations and maintaining service standards across all support channels.
- Developed customer response procedures to improve consistency, accuracy, and issue resolution.
- Evaluated team performance and reinforced service expectations to strengthen customer satisfaction.
- Monitored service queues and prioritized urgent cases to maintain timely customer communication.
- Coached service representatives on product policies, order adjustments, and complaint handling.
- Implemented training updates for policy changes, and escalation workflows.
- Mentored junior staff members to develop their skills, leading to higher performance levels.
- Established a positive work environment by fostering open communication and promoting teamwork among staff members.
Education
Bachelor of Arts - Psychology
Skills
Healthcare operations
Project management
Program evaluation
Strategic planning
Scheduling and coordinating
MS office applications
CRM software
Team leadership
Training and development
Problem-solving
Issue resolution
Detail-oriented
Timeline
Program Manager
Affiliated Physicians at DOH
01.2021 - CurrentRead More
Senior Operations Manager
Ricoh at Amazon Corporate Office
01.2017 - 01.2021Read More
Senior Customer Service Manager
Modell's Sporting Goods Corporate Office
01.2009 - 01.2017Read More
College of Staten Island
Bachelor of Arts from Psychology
Read More