Jamie Palaganas
Reseda,CA
Summary
As a Senior Clinical Operations Manager, I am fueled by my passion for patient care and dedicated to advancing healthcare delivery through my extensive experience and leadership abilities. I specialize in leading motivated teams to provide exceptional patient care and customer service, prioritizing provider satisfaction. My expertise includes strategic thinking, optimizing workflows through automation and process enhancement, and fostering cohesive teamwork across departments. I am well-prepared to drive substantial impact and contribute to the success of healthcare organizations.
Overview
8
8
years of professional experience
Work History
SENIOR CLINICAL OPERATIONS MANAGER
Enara Health
San Mateo, CA
08.2021 - Current
- Manage Medical Assistants, Member Support, Provider Support, Medical Scribes, and Billing Support teams virtually, providing mentorship and fostering professional growth through data-driven performance insights and regular one-on-one meetings.
- Lead Clinical Support Operations to drive peak performance in provider and patient satisfaction, response times, technology integration, workflow automation, and process enhancements.
- Oversee all aspects of call center operations, including setup, implementation, training, reporting, and ensuring SLAs and KPI targets are met.
- Ensure an exceptional provider experience for a team of 50+ providers, overseeing tasks from onboarding to day-to-day activities such as chart preparation, prior authorizations, prescription management, labs, letters of medical necessity, and referrals.
- Serve as the primary point of contact for member escalations, executing retention strategies that significantly reduce churn rates and enhance patient engagement.
- Engage in clinical leadership with the Chief Medical Director, as well as heads of Behavioral Health and Nutrition and Exercise, to drive and implement strategic program enhancements based on patient feedback.
- Maintain relationships with vendors and supply accounts, overseeing training coordination for all new equipment and result review processes implemented for diagnostic testing.
- Collaborate extensively with department stakeholders on various implementation projects, ensuring adherence to deadlines and successful project completion.
- Play a key role in the implementation of new partner clinic launches by managing all clinical operations activities, including ordering initial inventory and diagnostic testing equipment. I ensure successful setup and go-live through onsite travel and comprehensive training for both internal and external staff.
- Partner with the Product and Engineering teams to develop custom feature requests and API integrations, optimizing workflows for efficiency and reducing departmental costs.
TELEMEDICINE AND REGIONAL CLINIC MANAGER
Reliant Urgent Care
Huntington Park, CA
12.2020 - 08.2021
- Orchestrated the seamless functioning of a telemedicine platform and three clinics in Huntington Park, Santa Fe Springs, and Montebello, ensuring optimal healthcare delivery across multiple locations
- Led and motivated a diverse team of Clinical Care Coordinators, Call Center Agents, and MA/X-Ray staff, providing effective management for 30-40 direct reports
- Spearheaded the implementation of innovative processes, resulting in a notable increase in productivity and heightened levels of patient and client satisfaction across all clinic locations
- Maintained a keen eye on industry trends, regulations, and best practices, ensuring that clinic operations remained compliant and aligned with the latest advancements in healthcare delivery
OPERATIONS MANAGER
UrgentPoint
Playa Vista, Los Angeles, CA
09.2019 - 10.2020
- Managed a team of Medical Assistants and Nurse Practitioners, providing training, guidance, and support
- Coordinated mobile-clinic operations, ensuring efficient delivery of healthcare services to detox, outpatient, and sober living facilities
- Scheduled and planned clinic visits, optimizing routes and resources for maximum effectiveness
- Conducted regular assessments and audits to identify areas for improvement in clinic operations, implementing solutions to enhance overall efficiency
MEDICAL ASSISTANT III
UCLA Health OB/GYN
Westwood, Los Angeles, CA
08.2016 - 08.2019
- Implemented strategic initiatives to optimize provider time, resulting in a more efficient clinic workflow and improved overall patient experience
- Proactively greeted and assisted patients, creating a welcoming and comfortable environment conducive to positive healthcare experiences
- Orchestrated patient flow by escorting individuals to examination rooms, ensuring timely and organized preparation for medical procedures and examinations
Education
National Certified Medical Assistant -
Brightwood College - North Hollywood
North Hollywood, CA03-2016
Bachelor of Science - Healthcare Administration
Western Governors University
Salt Lake City, UTSkills
- Leadership
- Patient Care and Customer Service
- Clinical Workflow Optimization
- Data Analysis and Reporting
- Change Management
- Regulatory Knowledge
- Quality Assurance and Compliance
- Telehealth and Virtual Care
- Expertise in Google Suite, Zendesk, Trello, Asana, Jira, Epic, DrChrono, Salesforce, Leadsquared, Monday, Looker, and more
Timeline
SENIOR CLINICAL OPERATIONS MANAGER
Enara Health
08.2021 - Current
TELEMEDICINE AND REGIONAL CLINIC MANAGER
Reliant Urgent Care
12.2020 - 08.2021
OPERATIONS MANAGER
UrgentPoint
09.2019 - 10.2020
MEDICAL ASSISTANT III
UCLA Health OB/GYN
08.2016 - 08.2019
National Certified Medical Assistant -
Brightwood College - North Hollywood
Bachelor of Science - Healthcare Administration
Western Governors University
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