Asheaka Roberts,MBA
Boston,MA
Summary
An experienced healthcare leader with over 7 years of expertise in driving operational excellence within high volume and fast paced academic teaching hospitals. Recognized for proficiency in strategic planning, process optimization, and the implementation of best practices that enhance patient care, improve staff performance, and increase operational efficiency. Demonstrates a strong ability to foster collaboration across interdisciplinary teams and to lead initiatives that improve access to care, patient satisfaction, and continuity of care.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Operations Manager
Beth Israel Deaconess Medical Center
Boston, MA
06.2024 - Current
- Oversee daily operations for a high-volume multidisciplinary practice serving 45,000 patients with 65+ providers, 160+ residents, 3 practice managers and 30+ staff.
- Improved patient satisfaction by over 20% by enhancing office staff quality, streamlining workflows, and strengthening continuity of care.
- Increased same-day access by 50% by leveraging Epic functionality, creating small patient continuity sub-teams, and optimizing front-line operations, reducing referrals to Urgent Care and ED.
- Optimized clinical space utilization by 25% and improved provider productivity through standardized schedules and reduced telehealth appointments, increasing daily patient capacity without expanding physical space.
- Manage the Epic triage team, handling over 40,000 messages monthly, achieving a 48-hour response time, and reducing call center wait times, improving patient access and provider responsiveness.
- Facilitate multidisciplinary team meetings and quality improvement initiatives, monitoring KPIs, including message turnaround times, visit volumes, patient satisfaction, and operational efficiency.
- Collaborate with external partners to streamline on-call services, improve care coordination, and reduce patient delays.
- Oversee operational planning, budget forecasting, staffing, and space management to support strategic growth initiatives.
- Lead, mentor, and evaluate administrative, practice, and clinical managers, fostering high-performing teams, and aligning staff performance with organizational goals.
Lead Front Desk Agent
Courtyard By Marriott
Cambridge, MA
09.2016 - Current
- Enhanced booking ratings on TripAdvisor and Booking.com from 3 to 8 out of 10 by implementing multiple feedback mechanisms and proactive communication strategies, ensuring guest satisfaction throughout their stay.
- Manage all aspects of the Front Office computer system, including software maintenance for Fosse, generating reports and analysis, and performing simple programming tasks, ensuring smooth operations and data accuracy.
- Conduct all guest services interviews and follow hiring procedures according to hotel S.O.P.s, ensuring the selection of qualified and customer-focused personnel.
Regional Operations Manager
Atrius Health
Boston, MA
02.2022 - 06.2024
- Achieved a 95% same-day patient portal response rate across the region, surpassing the 90% target, and significantly improving patient access to care.
- Led the successful launch and growth of OBGYN services in Peabody, reaching 80% appointment capacity within the first 90 days, thereby expanding access to women’s healthcare in the community.
- Improved patient satisfaction scores by 30% through the implementation of a proactive feedback system and swift resolution of service issues, advancing a patient-centered care model.
- Oversaw daily operations across nine locations (five OBGYN clinics and four fertility clinics), ensuring compliance with healthcare regulations, and seamless coordination of scheduling, patient care, and regulatory standards.
- Managed and mentored a team of four supervisors and over 50 staff, fostering a high-performance culture through targeted coaching and professional development initiatives.
- Monitored and managed site-specific budgets, ensuring alignment with financial targets, and optimizing revenue and expenditure performance.
- Negotiated vendor contracts and secured discounts, improving cost-efficiency and maximizing value in procurement and service delivery.
- Contributed to strategic initiatives by advising the Director and Clinical Operations team on policies and practices aligned with organizational goals.
- Facilitated monthly triad meetings with department leadership to analyze operational data, collect feedback, and implement continuous improvement strategies.
- Advocated for and piloted departmental innovations, championing initiatives that enhanced patient, provider, and employee experiences.
- Coordinated with leadership at Winchester, BIDMC, Boston Children’s, and Newton-Wellesley hospitals, ensuring smooth collaboration for deliveries and shared initiatives.
- Conducted routine facility inspections across the region, identifying and addressing safety or maintenance issues to maintain a safe environment for staff and patients.
- Collaborated with the infection control team to maintain over 90% compliance rates, ensuring adherence to OSHA and DPH regulations.
- Organized regional workshops and conferences, promoting operational excellence, staff development, and knowledge sharing.
- Provided technical guidance on new system implementations, ensuring successful integration into clinical and administrative workflows.
- Led medical provider recruitment efforts, conducting interviews, and managing onboarding to ensure smooth transitions and strong team integration.
- Resolved patient inquiries related to insurance and billing, delivering timely solutions and contributing to a positive patient experience. Addressed and resolved patient concerns regarding insurance inquiries and billing matters, fostering positive patient experiences consistently.
Program Coordinator II
Boston Children's Hospital
Boston, MA
05.2018 - 02.2022
- Pioneered the development of an enhanced system for patient self-scheduling appointments, significantly reducing call center wait times.
- Implemented a streamlined call script, resulting in heightened patient satisfaction and operational efficiency.
- Surpassed team goal by achieving a clinic utilization rate of 97%, aligning with institutional best-practice objectives.
- Provided direct support to the director, practice administrator, and fifteen clinicians, optimizing daily functions and software utilization.
- Secured authorization from health insurance companies for patient appointments and medication, minimizing care delays.
- Managed records, including charts, files, and correspondence, while maintaining adherence to established procedures and standards.
- Ensured continuity of care by providing cross-coverage for three additional departments (Allergy, Immunology, and Dermatology).
- Led a team of three administrative associates, ensuring efficient task completion.
- Conducted comprehensive training sessions for new employees on program policies, procedures, and software utilization.
- Oversaw three rheumatologic subprograms, ensuring prompt patient care within each specialty area.
- Implemented and monitored department templates to maintain compliance with hospital standards, and optimize workflow efficiency.
- Facilitated the onboarding process for fellows and residents, serving as a dedicated resource throughout their rotations.
- Directed improvement plans for billing, scheduling, and clinical documentation, resulting in a 50% increase in data accuracy.
- Analyzed booking and cancellation statistics, failures, and resolution details for comprehensive insights.
- Coordinated with internal departments to maximize operational efficiency and streamline processes.
- Managed requests for information from external institutions, delegating tasks for timely resolution.
Operations Supervisor
Icelandair
Boston, MA
01.2014 - 04.2019
- Successfully maintained a consistently high on-time departure rate of 90% from 2015 to 2019, demonstrating a commitment to operational excellence and customer satisfaction.
- Provided direct supervision and leadership to a team of over 20 subordinates, fostering a productive and positive work environment to achieve organizational goals.
- Oversaw and managed day-to-day logistics operations for three airlines, ensuring smooth and efficient processes to meet operational objectives.
- Developed and implemented enhanced customer service protocols, resulting in increased company satisfaction, and improved customer experiences.
Education
Bachelor of Science - Healthcare Management
Bay State College
Boston, MAMBA -
Southern New Hampshire University
Hooksett, NHSkills
- Operations Management
- Patient Care Coordination
- Financial Monitoring and Analysis
- Leadership and Team Management
- Compliance Management
- Vendor and Supplier Negotiation
- Interdepartmental Collaboration
- Computer literacy (Microsoft Office, Teams)
- Epic
Certification
- Boston Children's Lean Six Sigma Training (White Belt) - 2019
- Boston Children's Lean Six Sigma Training (Yellow Belt) - 2019
Timeline
Operations Manager
Beth Israel Deaconess Medical Center
06.2024 - Current
Regional Operations Manager
Atrius Health
02.2022 - 06.2024
Program Coordinator II
Boston Children's Hospital
05.2018 - 02.2022
Lead Front Desk Agent
Courtyard By Marriott
09.2016 - Current
Operations Supervisor
Icelandair
01.2014 - 04.2019
Bachelor of Science - Healthcare Management
Bay State College
MBA -
Southern New Hampshire University