Dawn E. Cole
Healthcare Management
Lanham,MD
Summary
Dynamic operations leader with a proven track record at Unity Health Care, enhancing patient satisfaction by 10% through innovative training initiatives. Skilled in performance management and data visualization, I excel in driving operational excellence and fostering collaboration, achieving remarkable results in service delivery and compliance.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations/Owner
ParamountC-2, LLC
Beltsville, MD
02.2023 - 01.2025
- Managed day-to-day operations for a fleet of 25–70 vans and up to 103 delivery drivers.
- Directed hiring, training, and performance management across operations, dispatch, and logistics staff.
- Led scheduling, route optimization, and operational execution, achieving 99.9% on-time delivery and zero lost package claims.
- Collaborated with external stakeholders (Amazon warehouse teams) to ensure seamless communication and performance.
- Oversaw fleet maintenance, payroll processing, and employee retention strategies.
Director of Patient Experience
Unity Health Care
Washington, DC
04.2021 - 02.2023
- Led enterprise-wide strategies to elevate patient satisfaction and improve outcomes across 8 clinical sites.
- Developed a service excellence training adopted system-wide, increasing satisfaction scores by 10%.
- Implemented a complaint tracking system that reduced resolution time from 30 days to 48 hours.
- Launched Patient Experience Champion initiative to improve communication and accountability.
Corporate Director / Assistant Director – Call Center, Front desk, Gift shop, Interpretive services
University of Maryland Capital Region Health
Cheverly, MD
02.2011 - 02.2020
- Directed call center and interpretive services, managing complex coordination and grievance resolutions.
- Spearheaded system-wide emergency preparedness and ADA compliance training initiatives.
- Developed co-payment and verification systems that increased collections and reduced fraud by 45%.
- Created Joint Commission Readiness tools that enhanced staff knowledge and survey preparedness.
- Implemented operational policies and cross-functional collaboration to improve service delivery and compliance.
- Negotiated cost-saving contracts, including $400K in savings for interpretive services.
- Elevated call center performance by 95% through workflow redesign and retraining.
Manager of Patient Experience
Dimensions Health Corp (Prince Georges Hospital)
Lanham, MD
02.2010 - 12.2011
- Managed front-end operations across multiple departments to ensure timely patient registration and access to care.
- Supervised a team of access representatives, schedulers, and insurance verification staff.
- Reduced patient wait times by 20% by redesigning check-in workflows and automating insurance verification.
- Led training and onboarding programs for access staff to enhance service quality and compliance.
- Collaborated with IT and billing departments to resolve system issues affecting patient scheduling and eligibility.
- Monitored KPIs such as scheduling accuracy, denials due to registration errors, and call response times.
Education
Master of Business Administration - MBA
Northcentral University
San Diego, CA01.2019
Bachelor of Science - Healthcare Administration
Washington Adventist University
Takoma Park, MD01.2011
Skills
- Epic and Athenahealth
- Microsoft Office Suite and Teams
- EMR systems and call center software
- Data visualization with Tableau
- Performance management and employee retention
- Customer service and stakeholder collaboration
- Project management and workflow redesign
- Training and development strategies
- Problem solving and communication skills
- Profit and loss analysis and cost reduction
- Business and operations management
- Staff management and regulatory compliance
Websites
Certification
- Six Sigma Green Belt – Management and Strategy Institute, 2016
- National Incident Management System (NIMS) – FEMA, 2017
- COVID-19 Tracer Certificate – Johns Hopkins University (Coursera), 2020
- OSHA and HIPAA updates yearly
CORE COMPETENCIES
- Outpatient Clinic Operations
- Multi-Site Leadership
- Patient & Customer Experience
- Process Improvement (Lean/Six Sigma)
- Cross-Functional Team Leadership
- Strategic Planning & Execution
- Call Center & Access Optimization
- Logistics & Scheduling Management
- Policy Development & Compliance
- Staff Training, Development and Engagement
- Regulatory Compliance
Accomplishments
- Achieved created complaint tracking system for customer complaints through effectively training system-wide.
Timeline
Operations/Owner
ParamountC-2, LLC
02.2023 - 01.2025
Director of Patient Experience
Unity Health Care
04.2021 - 02.2023
Corporate Director / Assistant Director – Call Center, Front desk, Gift shop, Interpretive services
University of Maryland Capital Region Health
02.2011 - 02.2020
Manager of Patient Experience
Dimensions Health Corp (Prince Georges Hospital)
02.2010 - 12.2011
Master of Business Administration - MBA
Northcentral University
Bachelor of Science - Healthcare Administration
Washington Adventist University
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