Multi-talented Director of Operations consistently rewarded for success in planning and operational improvements. Experience in policy development and staff management procedures positively impacting overall morale and productivity.
Hi, I’m
Dawn Pilla
Tampa,FL
Summary
Overview
13
years of professional experience
Work History
Tampa Family Health Centers
Director of Operations
03.2023 - Current
Job overview
- Oversaw day-to-day production activities in accordance with business objectives.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Defined, implemented, and revised operational policies and guidelines.
- Worked collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Responsible for managing all FTCA Claims
Tampa Family Health Centers
Senior Executive Assistant
03.2018 - 03.2023
Job overview
- Maintains CEO's calendar and schedule of activities
- Schedule and organize complex activities such as meetings, travel, and itineraries, conferences and department and organization activities
- Establishes, develops, maintains, and updates efficient filing system for CEO
- Organizes and prioritizes large volumes of information and calls
- Handles mail for CEO; drafts written responses by phone or e-mail/mail as appropriate
- Worked alongside CEO for design of six new health care centers
- Acted as Project Manager, working directly with construction team for build six health care centers
- Acts as liaison with other departments and outside agencies, including high-level staff such as CEO's, presidents, and chiefs; handle confidential and non-routine information
- Works independently and within team on special projects as well as routine projects; acts as project manager for some special projects as requested by CEO, with duties that may include planning and coordinating presentations, disseminating information, coordinating special meetings, mailings, and meal planning
- Types and designs general correspondence, memos, charts, graphs, tables, etc.; proofreads copy for spelling, grammar, and layout, making appropriate changes; responsible for accuracy and clarity of final product with high level of detail
- Provides support for 11 Board of Director Members, as necessary, which includes attending monthly board meetings, taking, and preparing minutes and notes, meal planning and set/up, coordinating scheduling and logistics for board meetings and related board committee meetings
- Supervise /manage downstairs and upstairs admin receptionist
- Handle all incoming lawsuits against organization
- Working directly with attorneys and Health and Human Services.
- Provided administrative support to senior leadership and members of executive board while maintaining confidentiality.
- Assisted senior management with major initiatives and projects.
- Coordinated and executed special projects.
- Maintained confidential, administrative support to executive team and members of board of directors.
- Assisted with team building initiatives and overall support for maintenance of organizational culture and employee morale.
- Directed administrative functions for board of directors, principals, consultants and key managers.
- Responsible for managing all FTCA Claims
Tampa Family Health Centers
Director of Operations (Dual Role)
06.2019 - 01.2020
Job overview
- Engages staff members with clear goal setting and performance measurement
- Leads, coaches, manages, and develops high-performance team
- Instills culture of customer service, accountability, and problem-solving
- Efficient program delivery and rigorous program evaluation/quality assurance
- Fiscal responsibility with focus on operating within approved budgets, ensuring maximum resource utilization and maintaining cost savings
- Responsible for directing and ensuring efficient operation of following areas, including, but not limited to, facilities management; physical security; maintenance of clinical, pharmacy, dental, mobile units, and fleet vehicles; cleaning services; courier services; call center; landscaping services
- Works with, monitors and evaluates performance of external vendors
- Makes recommendations to COO for change and improvements
- Effective internal and external communications
- Works with clinical, pharmacy, dental leadership, and departmental managers to monitor and maintain operations, working within established budgets, ensuring mission-focus
- Promotes effective cross-organization communication and collaboration initiatives
- Reviews and monitors purchasing.
Tampa Family Health Centers
Clinical Administrative Assistant
02.2014 - 03.2018
Job overview
- Part of Athena Implementation Team. Scheduled all staff for Athena training and completing schedule and provider builds within new EMR
- Recruit employees by establishing and maintaining relationships with career and extern coordinators at various schools
- Attend job fairs and schedule interviews
- Provides job candidates by screening, interviewing, and testing applicants, notifying existing staff of internal opportunities
- Candidates will include medical assistants, licensed practical nurses, medical receptionist, call center clerks, and referral clerks
- Meet and greet new employees by providing informational packets to include TFHC philosophy, duties, training guides, and initial competency checklist
- Track employees progress via discussion with manager during 90-day probationary period, ensuring that competency checklist has been completed, mid probationary if necessary, and finally, 90-day evaluations
- Schedule weekly staffing meetings with Directors
- Coordinates CPR classes and maintains Human Resources files with up-to-date CPR cards
- Communicates with Department Heads for enforcement
- Daily Logging and Processing of Subpoenas for all facilities
- Management of Forms in Medical Clinics
- Ensure that forms being used in clinics and are up to date
- Creation of forms and re-formatting of existing forms as delegated by department heads
- Creation and formatting of administrative forms; for example, staffing charts
- Management of Policy and Procedure
- Ensure that new policies and procedures are added, revised policies and procedures are modified, and discontinued policies and procedures are removed
- Assistance with Department heads in gathering of data requested and reporting
- Schedule Meeting and record meeting minutes for select ongoing meeting (such as Monthly IEHR meeting, scheduling meeting)
- Assist or manage miscellaneous projects that may arise
- Management of Maintenance and Updates of Clinical Inspections, including but not limited to temperature controls, yearly inspections, and drills
- Assists Director of Nursing (DON) with meetings regarding preparation and providing agenda/minutes for meeting
- Works in conjunction with partners and outside agencies as requested
- Attends meetings both internal and external as requested
- Provides reporting as requested by clinical department
- Assists CMO with scheduling of 60 medical providers ensuring adequate coverage at all health centers
- Complete Provider Productivity Reports to be given directly to CEO.
Tampa Family Health Centers
Medical Assistant
07.2010 - 02.2014
Job overview
- Responsible for knowing and following all clinical policy and procedures and accreditation requirements, including documentation of all patient information accurately and timely into EHR
- Complete intake interview of up to 30 new and returning patients
- Participates in daily huddles; works with care team to ensure pre-visit preparation including culturally and linguistically appropriate services
- Prepare patients for medical exams consistent with the reason for visit; assist provider with exams, as requested
- Required to travel based on a centers' staffing needs
- Perform related duties necessary to ensure quality patient care as requested by supervisor, including addressing barriers to care when patient has not met treatment goals
- Process all tasks, route task appropriately promptly
- Administer vaccines at direction of provider
- Perform screening tests; safely and accurately draw blood; complete standing orders
- Schedule patients for follow-up appointments based on established protocol, identified need, and availability of appointments; follow-up with patients who must keep important appointments
- Clean and stock exam rooms disinfect exam room tables, treatment, and lab surfaces daily; empty, bag and remove all biohazard waste from clinical area.
Education
Capella UniversityOnline
Bachelor of Science from Health Care Administration -Focus On Leadership
05.2024
University Overview
Ultimate Medical AcademyTampa, FL
Patient Care Technician Certificate from Patient Care Technician
07.2010
University Overview
Skills
- Customer Service
- EMR Systems: Intergy, Athena, EPIC
- Direct Patient Care
- Overseeing Events
- Policy Development and Enforcement
- Performance Analysis
- Operational Efficiency and Safety
- Strategic Vision
- Overseeing Personnel
- Facility Improvement
- Directing Team Members
Accomplishments
Accomplishments
- Customer service oriented
- Ability to work well with cross-functional teams
- Effective leader- Led front desk teams to 150% collections increase
- Ability to Delegate
- Software
- Project Management- Completed opening of new health center from groundbreaking to grand opening
- Microsoft Office Suite Athena EMR
- Intergy EMR
- Epic EMR06 -01
Timeline
Director of Operations
Tampa Family Health Centers
03.2023 - Current
Director of Operations (Dual Role)
Tampa Family Health Centers
06.2019 - 01.2020
Senior Executive Assistant
Tampa Family Health Centers
03.2018 - 03.2023
Clinical Administrative Assistant
Tampa Family Health Centers
02.2014 - 03.2018
Medical Assistant
Tampa Family Health Centers
07.2010 - 02.2014
Capella University
Bachelor of Science from Health Care Administration -Focus On Leadership
Ultimate Medical Academy
Patient Care Technician Certificate from Patient Care Technician