Felisha Francis
Methuen,MA
Summary
Accomplished Director of Operations at Associated Home Care/HouseWorks Inc, adept in strategic planning and leadership training. Spearheaded data-driven enhancements, boosting operational performance. Excelled in risk mitigation and quality assurance, fostering a culture of safety and operational excellence. Proven track record in staff development and performance analysis, ensuring organizational growth and productivity.
Overview
13
13
years of professional experience
Work History
Director of Operations
Associated Home Care/ HouseWorks Inc
Malden, USA
05.2023 - Current
- Implemented data-driven decision-making processes to enhance operational performance and achieve targets
- Promoted a culture of safety within the organization by enforcing compliance with established regulations, policies, and procedures, as well as conducting regular audit checks
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Mitigated risks by developing comprehensive contingency plans that ensured business continuity during unforeseen events or challenges
- Assisted in recruiting, hiring, and training of team members
- Oversaw day-to-day production activities in accordance with business objectives
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Established and monitored quality assurance standards to achieve operational excellence
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement
- Monitored and coordinated workflows to optimize resources
- 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
Office Manager
Connected Home Care, LLC
Malden, USA
06.2019 - 05.2023
- Collaborate with government contacts about elder care programs and communicate directly with client Case Managers
- Keep billing records, ensuring compliance with regulations, coding guidelines, and insurance payouts
- Help nursing team with client care and watch operations for adherence to quality control standards
- Process payroll information and verify the accuracy
- Served as primary point of contact for clients, caregivers, and family members and problem solver
- Coordinate meetings and act as a liaison between all parties to ensure effective communications
- Delivered feedback to decision-makers regarding employee performance and training needs
- Onboarded new employees with training and new hire documentation
- Created plans and communicated deadlines to complete projects on time
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs
- Established team priorities, maintained schedules, and monitored performance
- Contributed to workplace safety by ensuring compliance with established emergency protocols and conducting regular equipment inspections
- Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving
Office Manager
Associated Home Care, Inc. Amedisys
Boston, USA
01.2012 - 06.2019
- Direct daily administrative functions for the healthcare office, including coordinating schedules, managing care plans, and supporting patient records
- Collaborate with government contacts about elder care programs and communicate directly with clients Case
- Support billing records, ensuring compliance with regulations, coding guidelines, and insurance payouts
- Assist nursing team with client care and watch operations for adherence to quality control standards
- Process payroll information and verify the accuracy
- Served as primary point of contact for clients, caregivers, family members, and problem solvers
- Coordinate meetings and act as liaison between all parties to ensure effective communications
- Oversee and administrative staff of 10 including 4 nurses as well as over 200 Home health aides
Education
Bachelor of Science - Health Care Administration
Southern New Hampshire University
Manchester, NH06.2024
Skills
- Strategic planning and execution
- Leadership training
- Retail build outs
- Risk mitigation
- Process improvements
- Process improvement
- Strategic planning
- Schedule oversight
- Workforce planning
- Performance analysis
- Quality assurance
- Staff hiring
- Staff training/development
- Effective leader
- Profit and loss accountability
- Revenue forecasting
- Employee scheduling
Languages
French
Native/ Bilingual
References
References available upon request.
Timeline
Director of Operations
Associated Home Care/ HouseWorks Inc
05.2023 - Current
Office Manager
Connected Home Care, LLC
06.2019 - 05.2023
Office Manager
Associated Home Care, Inc. Amedisys
01.2012 - 06.2019
Bachelor of Science - Health Care Administration
Southern New Hampshire University
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