Chelsea A. Handy
Houston,TX
Summary
Experienced professional with strong organizational skills, educational background, and extensive work history. Daily management of staff and operations for multi-clinical support. Extensive knowledge with commercial and government insurances, scheduling and patient admissions, nonclinical and provider support hiring/trainings. Over 10 years of healthcare/administrative, clinic management capacity and supervisory experience with coaching/counseling background.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Office Manager
One Medical Seniors
Houston, TX
06.2023 - Current
- *** Iora Primary Care Integrated with One Medical
- Company Overview: One Medical Seniors owned by Amazon
- A passionate people leader at the core, as a Senior Office Manager I lead a large office (10+ exam rooms) or multiple offices, in collaboration with clinical leadership
- I partner with my Supervisor, District Manager and Office Medical Director to support my district with CICARE, Active Daily Management, and Lean principles to meet patient/team experience goals
- Developed strong relationships with vendors to negotiate favorable contracts for cost-saving purposes without compromising on quality or service delivery.
- Served as a liaison between upper management and staff members ensuring clear communication of goals, expectations, and policy changes throughout the organization.
- Enhanced office communication by establishing clear channels for information exchange between departments.
- Managed multiple projects simultaneously to ensure timely completion while maintaining high-quality standards.
- Improved employee productivity through effective delegation, task prioritization, and time management strategies.
- Facilitated the hiring process by conducting interviews, selecting suitable candidates, and onboarding new employees effectively.
- Optimized office space utilization by reorganizing workspaces for better efficiency and collaboration.
- Coordinated logistics for events and meetings to ensure seamless execution without any glitches or delays.
- Oversaw expense tracking processes to maintain accurate financial records while identifying areas for potential savings or budget adjustments as needed.
- Managed the resolution of any conflicts or employee concerns promptly, resulting in a more harmonious work environment and higher overall job satisfaction rates.
- Maintained an organized filing system for easy access to critical documents and streamlined record-keeping practices.
- Boosted team morale and engagement through regular feedback, recognition programs, and team-building activities.
- Streamlined office operations by implementing efficient management systems and processes.
- Ensured regulatory compliance by staying updated on industry changes, training staff accordingly, and auditing internal procedures regularly.
- Assisted in the development of internal policies that fostered a positive work environment centered around inclusivity, diversity, and professionalism.
- Reduced operational costs with meticulous budget planning, monitoring, and resource allocation.
- Collaborated with other department heads to develop interdepartmental cooperation strategies that boosted overall organizational success rates.
- Implemented new software solutions that increased overall office efficiency and productivity levels.
- Organized staff training programs to ensure continuous professional development of the team while staying updated on industry trends and best practices.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Organized and updated databases, records and other information resources.
- Created organized filing system to manage department documents.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Coordinated office events, seminars and meetings for staff and clients.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Built and managed processes for tracking and monitoring department performance.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Office Manager
Iora Primary Care
Houston, TX
01.2022 - 06.2023
- Company Overview: Iora Primary Care integrated with One Medical Seniors
- Office Manager of the practice
- Oversee and take full responsibility to ensure the clinic runs smoothly
- Reports to the regional manager
- Iora Primary Care integrated with One Medical Seniors
Health Coach/Clinical Team Lead
Iora Primary Care
Houston, TX
07.2021 - 01.2022
- Supports and reports under the clinic office manager
- Balancing Health Coach role with Clinic Team Lead support for the team and patient care
Health Coach
Iora Primary Care
Houston, TX
06.2021 - 07.2021
- The Health Coach is responsible for a panel of patients and in collaboration with other members of an integrated primary care team, helps patients meet their preventive, chronic and acute care needs
- Maintain communication with the Clinical Supervisors and Lead Case Manager while maintaining a caseload
- Participate in monthly and scheduled meetings with the Leadership Team that will keep everyone informed on changes, activities and training
- Participates in and conducts in-service training, as well as assist in the orientation/shadowing of new staff and provide ongoing training with current staff
- Assist the leadership team with the development of Case Manager knowledge and skills by identifying learning needs, determining QMHPs strengths, promoting self-awareness, and transmitting knowledge for professional and personal growth
- Collaborate closely with the clinical team to develop, plan and implement strategies to improve our monitoring and implementation of our service delivery to our clients
- Responsible for gathering reassessment from staff and uploading into sharefile
- Assisting with client intakes if necessary
- Responsible for checking TMHP for all active clients in the unit
Lead Qualified Mental Health Professional II
Houston Circle of Hope
Houston, TX
03.2019 - 05.2021
- Maintain communication with the Clinical Supervisors and Lead Case Manager while maintaining a caseload
- Participate in monthly and scheduled meetings with the Leadership Team that will keep everyone informed on changes, activities and training
- Participates in and conducts in-service training, as well as assist in the orientation/shadowing of new staff and provide ongoing training with current staff
- Assist the leadership team with the development of Case Manager knowledge and skills by identifying learning needs, determining QMHPs strengths, promoting self-awareness, and transmitting knowledge for professional and personal growth
- Collaborate closely with the clinical team to develop, plan and implement strategies to improve our monitoring and implementation of our service delivery to our clients
- Responsible for gathering reassessment from staff and uploading into share file
- Assisting with client intakes if necessary
- Responsible for checking TMHP for all active clients in the unit
Corporate Bilingual Intake Coordinator
The Shape of Behavior
Houston, TX
05.2016 - 01.2019
- Assist with the entire intake process for families seeking ABA services
- Assist with general parent support liaison
- Stay in direct contact with insurance providers and specialists
- Work in the office/ or travel for events to help promote company growth
- Work with children 18 months-12 yrs (Autism and Developmental Delays)
- Attend all scheduled one-on-one meetings with supervisor or team meetings for progress and teamwork
Bilingual Clinical Practitioner I
The Center for Health Care Services
San Antonio, TX
03.2015 - 02.2016
- Provide assistance in accessing medical, social, educational, and other appropriate services and supports that will help an individual achieve a quality of life and community participation acceptable to the individual
- Working with the individual and his/her caregivers to make a plan of services that are desired and assist with obtaining linkages to services
- Area of focus was having individuals that have been homeless, be housed and maintain housing by assistance of Case Manager
- Services may include support in the individual's home or family home, day habilitation, employment assistance, supported employment services, services that assist the individual in accessing community activities, behavioral supports, or other services that may be available through other agencies
- Respite or relief for the primary caregiver is also available
- Would continue contact with the individuals and family via emails and phone calls
- Faxes and mail would be sent to all required clinics, hospitals, and or homes to maintain services active
- Work from home/ and or office based which required maintaining good timeliness and organization with all documentations for the individuals being assisted
- Would work with 30 individuals with mental health needs (Bipolar, Schizophrenia, and PTSD etc.)
- Attend all scheduled one-on-one meetings with the supervisor to continue good progress and team building
Bilingual Crisis Service Coordinator
The Harris Center of Mental Health and IDD
Houston, TX
09.2014 - 01.2015
- Social work services
- Would work with 45-50 individuals with mental health needs
- Attend all scheduled one-on-one meetings with team leaders to continue good progress, team meetings to continue teamwork and good organization amongst others in the office
Retreat Director
Massage Heights
07.2013 - 09.2014
- Work with Excel, Millennium, Element, DemandForce
- Train new employees, Payroll, Made schedules
- Be the right hand to the owner and hold meetings
- Checks database for accuracy
- Faxing
- Supervises and monitors activities and clerical staff duties
Report Writer (Internship)
Nueva Vida Behavioral Health Association
San Antonio, TX
08.2012 - 09.2013
- Compile medical reports; such as: DI to IPT, TPR to IPT, CPM to IPT
- File and organize folders
- Speak to patients and therapists (when needed for medical update)
- Learn different prescriptions for medical record updates for patients
Volunteer
Houston Livestock Show and Rodeo Committee
03.2013 - Current
- *** Iora Primary Care Integrated with One Medical
- Company Overview: One Medical Seniors owned by Amazon
- Help lead people and processes to support growing teams and offices with increased complexity
- A passionate people leader at the core, as a Senior Office Manager I lead a large office (10+ exam rooms) or multiple offices, in collaboration with clinical leadership
- I partner with my Supervisor, District Manager and Office Medical Director to support my district with CICARE, Active Daily Management, and Lean principles to meet patient/team experience goals
- One Medical Seniors owned by Amazon
- Developed strong relationships with vendors to negotiate favorable contracts for cost-saving purposes without compromising on quality or service delivery.
- Served as a liaison between upper management and staff members ensuring clear communication of goals, expectations, and policy changes throughout the organization.
- Enhanced office communication by establishing clear channels for information exchange between departments.
- Managed multiple projects simultaneously to ensure timely completion while maintaining high-quality standards.
- Improved employee productivity through effective delegation, task prioritization, and time management strategies.
- Facilitated the hiring process by conducting interviews, selecting suitable candidates, and onboarding new employees effectively.
- Optimized office space utilization by reorganizing workspaces for better efficiency and collaboration.
- Coordinated logistics for events and meetings to ensure seamless execution without any glitches or delays.
- Oversaw expense tracking processes to maintain accurate financial records while identifying areas for potential savings or budget adjustments as needed.
- Managed the resolution of any conflicts or employee concerns promptly, resulting in a more harmonious work environment and higher overall job satisfaction rates.
- Maintained an organized filing system for easy access to critical documents and streamlined record-keeping practices.
- Boosted team morale and engagement through regular feedback, recognition programs, and team-building activities.
- Streamlined office operations by implementing efficient management systems and processes.
- Ensured regulatory compliance by staying updated on industry changes, training staff accordingly, and auditing internal procedures regularly.
- Assisted in the development of internal policies that fostered a positive work environment centered around inclusivity, diversity, and professionalism.
- Reduced operational costs with meticulous budget planning, monitoring, and resource allocation.
- Collaborated with other department heads to develop interdepartmental cooperation strategies that boosted overall organizational success rates.
- Implemented new software solutions that increased overall office efficiency and productivity levels.
- Organized staff training programs to ensure continuous professional development of the team while staying updated on industry trends and best practices.
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
- Organized and updated databases, records and other information resources.
- Created organized filing system to manage department documents.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Created reports, presentations and other materials for executive staff.
- Cultivated strong relationships with vendors and partners supporting administrative operations.
- Coordinated office events, seminars and meetings for staff and clients.
- Maintained primary relationship accountability for clients, overall servicing responsibility and client satisfaction to maximize profitability of client relationships.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Built and managed processes for tracking and monitoring department performance.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Managed supervisor itinerary and appointments and streamlined scheduling procedures.
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities.
- Analyzed and solved multi-faceted problems that effected executive leaders and business initiatives.
- Developed internal requirements and standards to minimize regulatory risks and liability across programs.
Education
Bachelors (BA) - Psychology, Spanish
The University of Texas at San Antonio
San Antonio, TX12.2012
Associates (AA) - Psychology
San Antonio College
San Antonio, TX05.2011
High School Diploma - undefined
Donna High School
Donna, TX05.2007
Skills
- Microsoft Office tools
- ZOOM
- Ring central
- Slack
- ZenDesk
- CATALYST
- ANASAZI
- CMBHS
- ATTS
- Workday
- FM systems
- OKTA
- Looker
- TextExpander
- BOX
- 1Password
- ZioSuites
- Greenhouse
- Coupa
- Share file
- Sharenote
- Practice Fusion
- SmartSheet
- Web browsing
- Expensify
- OpenWrench
- Apple Software
- EMR
- ICD-10 coding
- Interpersonal skills
- Organizational skills
- Analytical skills
- Productivity focus
- Leadership Principles Case Management & Social Services
- Financial essential functions that implements strategies to achieve financial targets and staffing needs
- Clinic Management, optimize clinical operations and patient flow to ensure quality fo care if provided
- Managing support staff, support provider schedules and patient access
- Development & Planning
- Facilitate & promote effective team dynamics and metrics
- Motivate, coach and build employee growth through trainings and annual growth
Websites
References
- Fabiola Maese, Family friend (over 10 years), (207)-751-6552
- Jasjit Singh, Provider, One Medical, (206) 501-7315
- María Rojas, Health Coach, One Medical, +1 (832) 360-4767
Community Service Internships Trainings
- Internship, Nueva Vida Behavioral Health Association, San Antonio, TX, 08/01/12, 09/01/13, Report Writer-Compile medical reports; such as: DI to IPT, TPR to IPT, CPM to IPT.
- Volunteer, Houston Livestock Show and Rodeo Committee, 03/01/13, Current, Assist in multiple activities around the Livestock Show while continuing communication and teamwork with others in the community.
Certification
-Creating a Career Plan
-Practice Exam for LEED Green Associate
-Practice Exam for Certified Associate in Project Management (CAPM)®
-Commitment to C-I-CARE
-Individual Development Planning (IDP) 2023
-National-PDH -Everyone - Preventing Discrimination & Harassment (not NY, CT, IL, CA)2022
-Addressing Unconscious Bias as a Leader
-Interrupting Bias Part 2: Attestation
-Enterprise Ethics and Compliance: Privacy Course (2022)
****additional upon request
Languages
English
Native or Bilingual
Spanish
Native or Bilingual
Timeline
Senior Office Manager
One Medical Seniors
06.2023 - Current
Office Manager
Iora Primary Care
01.2022 - 06.2023
Health Coach/Clinical Team Lead
Iora Primary Care
07.2021 - 01.2022
Health Coach
Iora Primary Care
06.2021 - 07.2021
Lead Qualified Mental Health Professional II
Houston Circle of Hope
03.2019 - 05.2021
Corporate Bilingual Intake Coordinator
The Shape of Behavior
05.2016 - 01.2019
Bilingual Clinical Practitioner I
The Center for Health Care Services
03.2015 - 02.2016
Bilingual Crisis Service Coordinator
The Harris Center of Mental Health and IDD
09.2014 - 01.2015
Retreat Director
Massage Heights
07.2013 - 09.2014
Volunteer
Houston Livestock Show and Rodeo Committee
03.2013 - Current
Report Writer (Internship)
Nueva Vida Behavioral Health Association
08.2012 - 09.2013
Bachelors (BA) - Psychology, Spanish
The University of Texas at San Antonio
Associates (AA) - Psychology
San Antonio College
High School Diploma - undefined
Donna High School