Deborah Roberts
Mooers,NY
Summary
Driven by a results-focused approach, I leveraged my problem-solving and leadership skills at Eye Care For The Adirondacks to enhance operational efficiency and staff performance. Spearheading continuous improvements, I significantly increased customer satisfaction and streamlined processes, demonstrating a commitment to excellence and strategic project management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
CO/Operations Manager
Eye Care For The Adirondacks
Plattsburgh, NY
12.2022 - Current
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Assisted in recruiting, hiring and training of team members.
- Trained and guided team members to maintain high productivity and performance metrics.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
Clinic Manager
Eye Care For The Adirondacks
Plattsburgh, NY
10.2016 - 12.2022
- Resolved patient complaints in a timely manner, ensuring a positive experience for all parties involved.
- Hired, trained and supervised employees to maintain team of high performers.
- Conducted regular staff evaluations, providing constructive feedback and setting clear expectations for future performance goals.
- Created and implemented policies to improve operational efficiency and patient care quality.
- Developed strong relationships with patients, fostering trust and loyalty to the clinic.
- Conducted frequent clinic walk-throughs to maintain safe work environment.
- Enhanced team performance by providing regular training and professional development opportunities.
- Created opportunities for cross-training employees so they could better understand different roles within the organization leading towards improved teamwork.
- Monitored duties assigned to personnel to promote high levels of patient care and job efficiency.
- Reduced wait times for appointments by streamlining front office processes, enhancing overall patient satisfaction levels.
- Demonstrated excellent leadership skills in managing a diverse team of medical professionals and support staff.
- Fostered a culture of accountability among staff members, instilling an unwavering commitment to delivering high-quality care services across all aspects of the organization''s operations.
- Monitored number of patients and wait times to create efficient flow of patients from check-in to check-out.
- Prioritized patient confidentiality, adhering to HIPAA guidelines and safeguarding sensitive information at all times.
- Analyzed and reported patient data to identify areas of improvement and facilitate decision-making.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Discussed medical histories with patients in effort to provide most effective medical advice.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Did Payroll through ADP for clinic Staff members.
Certified Ophthalmic Assistant
Eye Care For The Adirondacks
Plattsburgh, NY
06.2010 - 10.2016
- Facilitated effective communication between patients and medical staff, acting as a liaison when needed.
- Maintained a clean and organized workspace, ensuring compliance with infection control standards.
- Safeguarded patient privacy, adhering to HIPAA regulations while handling sensitive information.
- Documented patient medical history and information utilizing Software with commitment to accuracy.
- Assisted ophthalmologists in providing quality care by preparing patients for examination and procedures.
- Administered ophthalmic drops and ointments, focusing on patient comfort.
- Ensured patient safety, conducting thorough sterilization of ophthalmic instruments and equipment.
- Supported practice growth through exceptional customer service, fostering long-term relationships with patients and their families.
- Participated in continuing education programs to stay current on industry advancements and best practices in ophthalmic assistance.
- Streamlined workflow in a fast-paced environment, coordinating tasks with fellow team members for optimal productivity.
- Operated and maintained ophthalmic equipment in alignment with safety procedures.
- Enhanced patient comfort during procedures by providing clear instructions and compassionate support throughout their visit.
- Enhanced clinic efficiency with accurate maintenance of patient records and scheduling appointments.
- Presented preliminary medical evaluation of clinical patients, delivering comprehensive reports to physicians.
- Maintained inventory of medical supplies and tools to address needs of patients.
- Performed critical measurements for surgical cases, contributing to favorable outcomes in vision correction procedures.
- Increased patient satisfaction by addressing concerns and answering inquiries regarding eye health and procedures.
- Assisted in emergency situations by performing first aid measures within the scope of certification until further medical assistance arrived.
- Contributed to the successful treatment of eye conditions by administering prescribed medications under the supervision of an ophthalmologist.
- Explained pre- and post-operative procedures to patients and carefully reviewed surgical plans.
- Triaged phone calls from patients and outside contacts and handled in order of importance.
- Applied eye medications and drops to dilate pupils in preparation for examinations.
- Administered visual acuity tests to measure patient ability to see clearly at different distances and identify visual impairments.
- Instilled anesthetic drops and assisted in laser treatments and minor procedures.
- Recorded patient history to help ophthalmologists determine diagnoses and treatment plans.
- Operated ophthalmic equipment for patient eye examinations and prepared patients for examinations and surgeries.
- Identified issues during preliminary exam and addressed concerns with physician.
- Directed patients to exam rooms for initial evaluations and intake to aide physicians with carrying out efficient appointments.
- Promoted positive and smooth patient flow throughout facility, encouraging more efficient operations and boosting patient satisfaction.
- Worked well with patients, staff, and manufacturer representatives to carry out successful office- and patient-related work each day.
- Educated patients and relations on ocular health and safety, promoting good eye care.
- Helped prepare specimens and slides for laboratory analysis, facilitating fast diagnoses and treatment.
- Provided patients with detailed instructions for pre- and post-op care under physician supervision to promote healing and optimal recovery strategies.
Education
Education
Plattsburgh State University
Plattsburgh, NYAssociate In Math Science And Technology - Radiologic Technology
CVPH Medical Center School of Radiologic Technology
Plattsburgh, NY06.2005
Associate Degree In Humanities And Social Science - Education
Clinton Community College
Plattsburgh, NY06.2002
High School Diploma -
Northern Adirondack Central School
Ellenburg Depot, NY06.1998
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Operations Monitoring
- Operational Efficiency
- Decision-Making
- Employee relations and conflict resolution
- Planning and Implementation
- Staff Training
- Staff Management
- Inventory Management
- Management
- Project Management
- Operations Oversight
- Policies and procedures implementation
- Performance monitoring
- Employee Motivation
- Staff Development
- Customer Relationship Management
- Goal Setting
- Interpersonal Communication
- Inventory Control
- Workflow Optimization
- Strategic Planning
- Project management abilities
- Project Leadership
- Schedule Management
- Performance Management
- Workforce Management
- Continuous improvements
- Superb time management skills
- Onboarding and Orientation
- Project planning and development
- Delegation
- Work flow planning
- Cost Reduction
- Business Administration
- Complex problems analysis
- Data Analysis
- Performance reporting
- Building and Facility Management
Certification
Certified Ophthalmic Assistant
Timeline
CO/Operations Manager
Eye Care For The Adirondacks
12.2022 - Current
Clinic Manager
Eye Care For The Adirondacks
10.2016 - 12.2022
Certified Ophthalmic Assistant
Eye Care For The Adirondacks
06.2010 - 10.2016
Education
Plattsburgh State University
Associate In Math Science And Technology - Radiologic Technology
CVPH Medical Center School of Radiologic Technology
Associate Degree In Humanities And Social Science - Education
Clinton Community College
High School Diploma -
Northern Adirondack Central School