Jennifer Hecox
Cooperstown,NY
Summary
Accomplished and detail-oriented healthcare leader with 29 years of progressive experience spanning patient care, healthcare operations, service line management, multidisciplinary team leadership, and organizational strategy. Proven success in leading large-scale initiatives, optimizing clinical operations, strengthening financial performance, and fostering practitioner engagement. Recognized for strategic thinking, collaboration, innovation, and a strong commitment to improving patient access, quality outcomes, and operational efficiency.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Service Line Director
Bassett Healthcare Network
10.2020 - Current
- Provide strategic and administrative leadership across a multispecialty network, working in partnership with Clinical Chiefs, Nursing, Finance, Human Resources, and Executive Leadership to ensure operational excellence, clinical quality, patient safety, and fiscal responsibility.
- Responsible for the strategic planning, design, and operational management of service lines, including Primary Care, Women's Health, Behavioral Health, and Subspecialty practices.
- Develop and manage multi-million-dollar operating budgets; oversee financial performance to ensure revenue optimization, cost containment, and long-term sustainability.
- Lead and implement system-wide operational initiatives aligned with the network’s mission, vision, and strategic plan to advance access to care, quality improvement, patient experience, and growth initiatives.
- Drive practitioner recruitment, retention, onboarding, and succession planning efforts in collaboration with Medical Affairs and HR, ensuring appropriate workforce capacity to meet patient needs.
- Direct service line expansion initiatives, including new program development, facility planning, operational redesigns, and care delivery innovations to improve market share and competitive positioning.
- Foster multidisciplinary collaboration and integration across sites and specialties, ensuring care continuity, standardization of clinical practices, and seamless patient navigation.
- Analyze organizational structures, workflows, and staffing models to ensure efficient alignment with system goals and to proactively address evolving community health needs.
- Serve as a key liaison between service line operations, site-based leadership, and executive administration, ensuring communication transparency, operational alignment, and strategic execution.
- Lead operational and quality performance improvement initiatives, leveraging data analytics, Lean principles, and evidence-based practices to drive measurable outcomes.
- Navigate complex change management processes, engaging diverse stakeholder groups and promoting a culture of accountability, innovation, and excellence.
Practice Manager
Bassett Healthcare Network – Women’s Health
02.2018 - 11.2020
- Provided direct operational oversight to Women’s Health services across multiple locations, managing day-to-day clinical and administrative functions.
- Developed and executed annual operating plans, managing key performance metrics related to patient access, clinical quality, revenue cycle performance, patient satisfaction, and operational efficiency.
- Led service expansion efforts, launching new programs and enhancing service offerings to meet community needs.
- Supervised staff recruitment, onboarding, training, and professional development while fostering an engaged and high-performing team environment.
- Collaborated with multidisciplinary teams to enhance care delivery models, optimize scheduling workflows, and improve coordination between primary and specialty care.
- Administered budget preparation, financial forecasting, and variance analysis, maintaining strong fiscal stewardship and operational accountability.
- Maintained regulatory and accreditation compliance (e.g., Joint Commission, NYSDOH) by enforcing policies and procedures, facilitating staff education, and performing internal audits.
- Acted as liaison between staff, providers, patients, and administration to ensure resolution of operational issues and promote service excellence.
Clinical Support Manager
At Home Care, Inc. – Bassett Healthcare Network
03.2013 - 02.2018
- Directed intake, scheduling, medical records, orders management, and clinical support teams across a large geographic service area.
- Ensured timely patient admissions and coordinated efficient patient scheduling to optimize continuity and quality of care delivery.
- Led recruitment, training, and development of clinical support staff, fostering a culture of customer service excellence and regulatory compliance.
- Conducted staff performance evaluations, quarterly team meetings, and professional development initiatives.
- Supported DSRIP initiatives by identifying high-risk patient populations and coordinating necessary care interventions.
- Spearheaded operational improvement initiatives, including new scheduling protocols and customer service enhancements.
- Oversaw monthly reporting and compliance tracking for internal audits and external reviews.
Physical Therapist Assistant
At Home Care, Inc. – Bassett Healthcare Network
05.1997 - 02.2018
- Delivered high-quality physical therapy care to home health patients, collaborating closely with interdisciplinary care teams to achieve optimal functional outcomes.
- Educated patients and families on home exercise programs, therapeutic techniques, and wellness strategies.
- Ensured strict adherence to clinical and regulatory standards governing home care services.
Physical Therapist Assistant
Bassett Medical Center
10.2000 - 10.2001
- Provided acute care physical therapy services to hospitalized patients with a wide range of medical diagnoses and functional impairments.
- Collaborated with healthcare teams to coordinate safe discharge planning and continued rehabilitation needs.
Physical Therapist Assistant
Maranatha Physical Therapy
05.1994 - 10.2000
- Delivered outpatient rehabilitation services to diverse patient populations, utilizing evidence-based therapy techniques and individualized care plans.
Education
Bachelor’s Degree - Health Services Coordination
Western Governors University
01.2024
Associate Degree - Physical Therapy
Maria College
Albany, NY01.1994
Skills
- Strategic planning
- Strategic operational oversight
- Financial management
- Service line Development & Growth
- Multidisciplinary Team Collaboration
- Physician/Provider Relations & Engagement
- Regulatory Compliance & Risk Management
- Quality Improvement & Patient Safety
- Recruitment, Retention, and Workforce Development
- Change Management & Organizational Alignment
- Data-Driven Performance Improvement
- Patient-Centered Care Coordination
Certification
Licensed Physical Therapist Assistant – State of New York (1994 – Present)
William F. Streck Fellowship in Health Policy and Management – Award
Dr. William Streck served as Bassett Healthcare Network's President and CEO for two stretches of its recent history: first from 1984 to 2014, and then again from 2018 to 2020. This namesake fellowship, created in 2014 to celebrate Dr. Streck's first 30-year tenure, provides non-degree educational and practical experiences for Bassett Healthcare Network medical, nursing, and administrative staff members. This endowment is an investment in Bassett's role as a leader in rural healthcare.
Timeline
Service Line Director
Bassett Healthcare Network
10.2020 - Current
Practice Manager
Bassett Healthcare Network – Women’s Health
02.2018 - 11.2020
Clinical Support Manager
At Home Care, Inc. – Bassett Healthcare Network
03.2013 - 02.2018
Physical Therapist Assistant
Bassett Medical Center
10.2000 - 10.2001
Physical Therapist Assistant
At Home Care, Inc. – Bassett Healthcare Network
05.1997 - 02.2018
Physical Therapist Assistant
Maranatha Physical Therapy
05.1994 - 10.2000
Associate Degree - Physical Therapy
Maria College
Bachelor’s Degree - Health Services Coordination
Western Governors University
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