Jessica Maria Milhem
Brookline,MA
Summary
Results-driven healthcare administration professional with 10+ years of experience optimizing medical practice operations and enhancing patient care delivery systems. Demonstrated expertise in provider scheduling, staff management, and process improvement within large healthcare organizations. Currently pursuing dual Bachelor's/MBA while maintaining 4.0 GPA, combining academic excellence with practical leadership experience. Known for building collaborative relationships, implementing efficient workflows, and driving operational excellence.
Overview
17
17
years of professional experience
Work History
Scheduling Administrator
BETH ISRAEL DEACONESS MEDICAL CENTER
Boston, MA
11.2018 - Current
- Company Overview: Strategic operations role managing provider scheduling for major academic medical center
- Orchestrate complex scheduling operations for 70+ physicians and nurse practitioners in academic primary care practice serving 40,000+ patients
- Developed and implemented standardized protocols for schedule changes, resulting in improved communication efficiency and reduced scheduling errors
- Spearhead monthly Provider Access Meeting with medical directors, presenting data-driven insights and recommendations for operational improvements
- Created comprehensive training program for new providers and practice managers on scheduling applications and procedures
- Streamline urgent operational challenges including coverage gaps, clinic cancellations, and provider availability changes
- Analyze scheduling metrics and coverage patterns to optimize provider availability and patient access
Regional Manager
UNION DENTAL
Marlborough, MA
06.2017 - 11.2018
- Company Overview: Multi-site leadership role overseeing operations across three locations
- Led operations and staff management for multi-location dental practice, directly supervising 33 employees across three offices
- Implemented new staff engagement initiatives including bi-monthly meetings and team-building events, improving employee satisfaction and retention
- Developed tracking systems for key performance metrics including visit statistics, monthly overhead, and operational expenses
- Streamlined provider credentialing process with insurance companies, reducing onboarding time for new dentists
- Created solution-focused approach to staff concerns, resulting in improved workflow efficiency and workplace safety
- Managed full-cycle HR responsibilities including hiring, training, performance management, and payroll administration
- Multi-site leadership role overseeing operations across three locations
Unit Coordinator (Per-Diem) & Clinical Administrative Assistant III
BETH ISRAEL DEACONESS MEDICAL CENTER
Boston, MA
11.2011 - 07.2018
- Company Overview: Dual roles supporting clinical operations and patient care
- Coordinated comprehensive administrative support for 33 primary care physicians, managing patient communications and appointment scheduling
- Optimized patient flow through efficient check-in/check-out processes and proactive queue management
- Developed organized system for maintaining and accessing patient records, improving efficiency for clinical staff
- Created solutions for daily operational challenges while maintaining high standards of patient service
- Dual roles supporting clinical operations and patient care
Administrative Assistant
HEALTH PLANS INC., CASE MANAGEMENT
Marlborough, MA
01.2008 - 01.2013
- Managed admission processing for medical and psychiatric cases, ensuring accurate documentation and timely processing
- Developed Excel-based reporting system for monthly data collection, improving accuracy and efficiency of reporting
- Served as primary point of contact for healthcare providers and members, providing responsive customer service
Education
MBA -
Lesley University
Cambridge, MA05.2026
Bachelor's - Business Management
Lesley University
Cambridge, MA06.2025
Associate Degree - Liberal Studies
Quinsigamond Community College
Worcester, MA01.2003
Skills
- Resource optimization
- Schedule Coordination
- Information Management
- Executive Support
- Performance Improvement
- Attention to Detail
- Resourceful and Analytical
Professional Development
- Dental Office Management Certification, Yankee Dental, 2018
- Management Training Program, MGE Management Experts, 2017-2018
Timeline
Scheduling Administrator
BETH ISRAEL DEACONESS MEDICAL CENTER
11.2018 - Current
Regional Manager
UNION DENTAL
06.2017 - 11.2018
Unit Coordinator (Per-Diem) & Clinical Administrative Assistant III
BETH ISRAEL DEACONESS MEDICAL CENTER
11.2011 - 07.2018
Administrative Assistant
HEALTH PLANS INC., CASE MANAGEMENT
01.2008 - 01.2013
MBA -
Lesley University
Bachelor's - Business Management
Lesley University
Associate Degree - Liberal Studies
Quinsigamond Community College