Debra Gordon
Mount Laurel
Summary
PROFESSIONAL SUMMARY
Strategic and results-oriented Service operations leader with 25+ years of experience leading high-performing multifunctional teams in fluid and ambiguous environments. Proven success leading $200M+ P&L operations optimizing revenue cycle operations for AOP and gross margin targets, enhancing cross-functional collaboration, and ensuring regulatory compliance (FDA, Q&R). Adept at driving customer success and workforce optimization through Lean, ITIL, and Six Sigma methodologies. Known for building strong executive C-Suite partnerships and delivering measurable performance improvements across service delivery, revenue growth, and patient outcomes.
Overview
28
28
years of professional experience
1
1
Certification
Work History
District Services Director, East Zone HPM
Philips NA
01.2024 - Current
- Lead $80M+ P&L and oversee 18+ Clinical, Technical, and CPM team members for end-to-end HPM installation, service, project management and clinical delivery, ensuring high-quality execution.
- Deliver AOP financial goals in Equipment, Service revenue and gross margin for operational excellence. Accountable for services sales to drive optimal value throughout the service lifecycle.
- Drive operational KPIs across service delivery, installation, clinical adoption and project management for optimal value and customer satisfaction
- Backlog, inventory and date management to improve market and install cycle time, forecast accuracy, schedule stability and linearity accelerating revenue conversion.
- Primary escalation point for strategic and IDN accounts, improving resolution times, customer satisfaction and NPS.
- Strategic partnership with Sales, Multivendor, Supply Chain, S&OE, Order Management, Revenue Operations, other business partners and modalities to optimize operational efficiency, service delivery response times and outcomes.
- Ensure compliance with FDA and Q&R policies, implementing best practices and process improvement to meet regulatory compliance.
District Solutions Manager, East Zone HPM
Philips NA
07.2019 - 12.2023
- Owned and managed $200M+ P&L for service revenue and gross margin to drive cost control and service quality to meet AOP revenue targets.
- Led 25 multi-functional technical service team members for workforce planning, forecasting, installation, service and operational efficiencies.
- Implemented workflow solutions to improve field operations across technical teams, optimize resource allocation and improve service responsive SLAs.
- Led district-wide adoption of Lean/ITIL best practices to reduce service escalations by 30% through proactive issue tracking and stakeholder alignment.
- Developed strategic partnerships across HPM Clinical, Customer Success, and Supply Chain, Operations and other modality teams to streamline service delivery.
- Serve as primary escalation point for major strategic and IDN accounts, improving NPS through executive engagement and resolution protocols.
Team Lead Program Manager, East Zone HPM
Philips NA
10.2017 - 07.2019
- Oversaw financial forecasting and zone-wide performance reporting, increasing forecast accuracy and revenue predictability by 15%.
- Served as Interim Zone Leader, while managing 18+ PMs and 30+ concurrent projects.
- Spearheaded CPM mentorship and talent development programs, strengthening the internal leadership pipeline.
Senior Project Manager, NAM HPM
Philips NA
09.2013 - 10.2017
- Led multimillion-dollar HPM installations across IDN hospitals in NAM, ensuring on-time and compliant go-lives based on sold products and solutions.
- Improved installation cycle times using automation and project tools to simplify planning and tracking.
- Created onboarding tools and training programs for new PMs, reducing ramp-up time by 40%.
Senior PM Consultant
Children’s Hospital of Philadelphia
01.2012 - 01.2013
Senior PM
St. Christopher’s Children’s Hospital
01.2010 - 01.2012
EHR Project Coordinator
Lourdes Health System
01.2009 - 01.2010
Director, HIM & HIPAA Compliance Officer
Mt. Carmel Guild
01.2002 - 01.2008
HIM Director
Correctional Medical Services
01.1999 - 01.2002
HIM Supervisor
Jamaica Hospital Medical Center
01.1998 - 01.1999
Education
M.S. - E-Learning Design & Technology
Wilmington University
2018
M.S. - Public Health Administration
Central Michigan University
2001
B.S. - Health Information Management
SUNY Health Science Center
1998
A.A.S. - Health Information Technology
Borough of Manhattan College
1996
Skills
- HPM Equipment & Services P&L Ownership
- Strategic Planning & Financial Forecasting, Revenue Cycle & Operational Analytics
- Cross-functional Leadership (Clinical, Technical, CPM)
- Regulatory Compliance (FDA, OEM product requirements, Q&R)
- ITIL PMI, Lean Six Sigma and AHIMA Process Optimization
- Workforce Planning & Talent Development
- Customer/IDN C-Suite Engagement/Management
- Escalation Management & NPS Improvement
- End-to-End Service Delivery Execution
Certification
- Project Management Professional (PMP)
- Registered Health Information Administrator (RHIA)
- ITIL4 Foundation
- Create Deliver & Support
- Direct, Plan & Improve
- Drive Stakeholder Value
- High-Velocity IT
- Digital & IT Strategy
- Managing Professional
- Six Sigma
- Agile
- Lean
- Kepner -Tregoe
Timeline
District Services Director, East Zone HPM
Philips NA
01.2024 - Current
District Solutions Manager, East Zone HPM
Philips NA
07.2019 - 12.2023
Team Lead Program Manager, East Zone HPM
Philips NA
10.2017 - 07.2019
Senior Project Manager, NAM HPM
Philips NA
09.2013 - 10.2017
Senior PM Consultant
Children’s Hospital of Philadelphia
01.2012 - 01.2013
Senior PM
St. Christopher’s Children’s Hospital
01.2010 - 01.2012
EHR Project Coordinator
Lourdes Health System
01.2009 - 01.2010
Director, HIM & HIPAA Compliance Officer
Mt. Carmel Guild
01.2002 - 01.2008
HIM Director
Correctional Medical Services
01.1999 - 01.2002
HIM Supervisor
Jamaica Hospital Medical Center
01.1998 - 01.1999
M.S. - E-Learning Design & Technology
Wilmington University
M.S. - Public Health Administration
Central Michigan University
B.S. - Health Information Management
SUNY Health Science Center
A.A.S. - Health Information Technology
Borough of Manhattan College
HONORS-AWARDS
Change Agent Leadership Award
Pinnacle Board Member
Leadership/Game Changer Award
Outstanding Values/Leadership Award
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