Felecia F. Liggins
Summary
Accomplished healthcare operations manager with over 29 years of experience in clinical administration, strategic planning, and international operations management. Demonstrated success in leading large-scale health initiatives, driving process improvements, and managing cross-functional teams. Skilled at translating strategic goals into actionable operations, optimizing resource allocation, and overseeing complex vendor negotiations. Known for creating inclusive and culturally sensitive work environments that drive performance enhancements aligned with institutional objectives. Prepared to leverage extensive experience in operational management to enhance business performance. Excels in developing and implementing process improvements while fostering a collaborative environment to meet organizational goals. Reliable team player with a strong focus on adaptability and achieving targeted results. Proficient in strategic planning and operational efficiency, ensuring effective decision-making and streamlined operations.
Overview
10
10
years of professional experience
Work History
Program Operations Manager
Baptist Memorial Hospital
04.2022 - 09.2024
- Spearheaded the patient referral process for Heart Transplant, implantation of Ventricular Assist Devices (VADs), and Heart Failure transitional care programs, enhancing patient outcomes through seamless coordination from evaluation to discharge; maintained a patient waitlist and facilitated multidisciplinary care, increasing throughput by 30%
- Partnered with hospital leadership and Organ Procurement Organizations (OPOs) to manage organ acceptance events, ensuring compliance with safety protocols and regulatory standards, resulting in a 15% improvement in organ recovery timeliness
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Directed a team in outpatient clinic management, achieving workflow standardization and streamlined patient access processes, which led to a 25% increase in operational efficiency
- Drove key efforts in securing accreditation from JCAHO for both VAD and TAVR teams
- Supervised operations staff and kept employees compliant with company policies and procedures.
- 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.
Practice Manager II-Primary Care (Ambulatory Services)
Regional One Health
10.2019 - 12.2021
- Led a high-volume physician practice, implementing process improvements that optimized clinical workflows and reduced provider idle time by 20%, enhancing patient throughput and satisfaction.
- Mentored staff to align with institutional goals, increasing job satisfaction scores by 40% within the first three months through targeted training and engagement initiatives
- Implemented strategies to foster interdepartmental collaboration and revamped clinical processes and workflows, thus improving provider/staff relations, job satisfaction, employee morale, and overall patient experience within the first three months of employment
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
- Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
- Ordered all office supplies and kept check on inventory levels.
- Facilitated communication between staff members, fostering a collaborative work environment that improved overall team performance.
Supervisory Health Systems Specialist
Michael E. DeBakey Veterans Affairs (VA) Medical Center
03.2018 - 03.2019
- Managed a $3M annual equipment budget and ensured fiscal compliance, reducing overdue invoices by 50% through improved tracking and vendor negotiations
- Led vendor negotiations and managed high-value contracts, ensuring compliance with institutional policies and regulatory standards; successfully optimized supplier agreements to improve service quality while reducing costs by 15%
- Enhanced patient access by restructuring referral workflows, cutting new patient wait times from 30 days to less than 14, and enabling clinic expansion into multi-specialty services
- Guided a team of four to optimize clinical processes across five departments, driving a 20% reduction in patient no-show rates and increasing provider scheduling efficiency by 15%
- Drove the successful implementation of strategies to streamline clinical operations, optimize patient access, and enhance provider proficiencies across gastroenterology, hepatology, liver motility, endocrinology, and multi-specialty clinics
- Made major contributions to the optimization of consult management workflow by restructuring clinic schedules and prioritizing referral requests that minimized scheduling efforts, enhanced patient access, and reduced wait times for new patients, from over 30 days to less than 14 days
- Organized and managed contracts directly related to strategic mission of healthcare system.
- Reviewed requests for expenditures and determined if such applications were justified and within budget.
Adjunct Professor, Healthcare Management (Online Teaching)
Baptist College of Health Science
12.2017 - 05.2018
- Employed a diverse range of technologies and instructional methodologies to maintain dynamic and engaging courses.
- Collaborated with students to enhance comprehension and boost course grades.
- Taught Healthcare Management courses, providing instruction to up to 20 undergraduate students.
- Built relationships with students, mentoring on personal, professional and academic goals while providing coaching on effective study habits.
- Graded quizzes, tests, homework, and projects to provide students with timely academic progress information and feedback.
- Boosted class participation rates by fostering a positive and collaborative learning environment.
Clinic Administrator II
Kelsey-Seybold Clinic, Summer Creek
06.2015 - 05.2017
- Oversaw daily operations for a multi-specialty clinic, streamlining registration and scheduling to reduce patient wait times by 25%, ultimately boosting cash collections and decreasing uncompensated care by 18%
- Successfully managed clinic budgets and resources, achieving over $100K in annual cost savings by negotiating vendor contracts and optimizing staffing allocations
- Promoted from Clinic Administrator I to II within eight months due to high performance, specifically in improving clinic efficiency and meeting fiscal targets
- Streamlined billing procedures for improved financial management, reducing errors in invoicing processes significantly over time.
- Enhanced patient satisfaction with timely communication and proactive problem-solving strategies.
- Managed daily operations efficiently while maintaining strict adherence to quality control measures for exceptional patient care delivery.
- Processed office payments by contacting patient insurance and establishing payment arrangements with patients.
Assistant Clinical Operations Manager
Baylor College of Medicine, Population Health
11.2014 - 06.2015
- Coordinated operations across 10 clinics, implementing process improvements that enhanced patient access by 30% and met regulatory standards at all levels
- Developed performance-based action plans, improving provider efficiency by 10% and patient satisfaction scores by 25%
- Gained distinction for leadership and clinical management expertise
- Implemented innovative technologies to enhance data-driven decision making in clinical operations management.
- Ensured regulatory compliance with timely audits, thorough documentation, and prompt corrective actions.
- Created a safe work environment by enforcing workplace safety policies and conducting regular risk assessments.
- Championed continuous learning opportunities for staff through workshops or seminars resulting in higher competency levels among employees.
- Organized community outreach programs aimed at promoting health education awareness or preventative care practices within the local population.
Education
Master of Healthcare Administration -
Texas Woman's University
Houston, TXBachelor of Science - Healthcare Management
Southern Illinois University
Carbondale, ILBasic Hospital Corps School - Health Services/Allied Health/Health Sciences
Naval School of Health Sciences
San Diego, CASkills
- Strategic Planning and Leadership
- Communication
- Vendor/Contract Management
- Cross-Functional Project Management
- Budgeting and Financial Planning
- Business Development
- Compliance/Quality
- Healthcare Administration and Operations
- Patient and Provider Relations
- Workflow Optimization
- Process Improvement
- Team Development and People Management
Affiliations
- American College of Healthcare Executives (ACHE)
- National Association of Health Care Executives (NASHE)
- Texas Medical Group Management Association (MGMA)
Technical acumen
- Epic
- EMDS
- EClinicalWorks
- Allscripts
- GE Centricity
- PracticeSuite
- Vista A
- CPRS
- Soarian Financials
- Cerner Millennium
Awards
Marquis Honored Listee, 12/2029, Who’s Who in America
Qualifications Summary
Accomplished Healthcare Operations Manager with over 29 years of experience in clinical administration, strategic planning, and international operations management. Proven track record in leading large-scale health initiatives, driving process improvements, and managing cross-functional teams. Adept at transforming strategic goals into actionable operations, optimizing resource allocation, and overseeing complex vendor negotiations. Recognized for fostering inclusive, culturally sensitive work environments and driving performance enhancements aligned with institutional objectives.
Timeline
Program Operations Manager
Baptist Memorial Hospital
04.2022 - 09.2024
Practice Manager II-Primary Care (Ambulatory Services)
Regional One Health
10.2019 - 12.2021
Supervisory Health Systems Specialist
Michael E. DeBakey Veterans Affairs (VA) Medical Center
03.2018 - 03.2019
Adjunct Professor, Healthcare Management (Online Teaching)
Baptist College of Health Science
12.2017 - 05.2018
Clinic Administrator II
Kelsey-Seybold Clinic, Summer Creek
06.2015 - 05.2017
Assistant Clinical Operations Manager
Baylor College of Medicine, Population Health
11.2014 - 06.2015
Bachelor of Science - Healthcare Management
Southern Illinois University
Basic Hospital Corps School - Health Services/Allied Health/Health Sciences
Naval School of Health Sciences
Master of Healthcare Administration -
Texas Woman's University
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