Jon Fullerton
Director, Ambulatory Operations & Process Improvement
Upton,MA
Summary
Results-oriented, leadership professional specialized in optimization through change management, operations management, process improvement, people development, and strategic planning in both the healthcare and commercial sectors.
Overview
22
22
years of professional experience
Work History
Director, Operations & Process Improvement
Brigham & Women's Hospital | Mass General Brigham
01.2022 - Current
- Managed initiatives resulting in improvement to both patient access and provider experience across Mass General Brigham system.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Worked closely with organizational leadership to guide operational strategy.
- Leveraged data analytics insights for informed decision-making in critical areas such as patient access forecasting, budgeting, or personnel management.
Senior Consultant, Ambulatory Operations
Brigham & Women’s Hospital
04.2019 - 01.2022
- Acting in an advisory role, supporting Brigham Health practices with the identification and implementation of projects and tasks necessary to run successful Ambulatory clinics
- Close collaboration with staff within the clinical departments; as well as stakeholders from other hospital-based groups, such as Decision Support Systems, Quality & Safety, Finance, and others throughout the Brigham & Women’s Hospital, Brigham & Women’s Physicians’ Organization, as well as entities across Mass General Brigham
- Facilitate strong working relationships between Ambulatory Services and practice leadership at all Brigham Health locations and throughout the organization.
Operations Manager, Pre-doctoral Administration
Tufts University School of Dental Medicine
03.2015 - 03.2019
- Supervised daily operations and the overall growth, development and success of the practices.
- Oversaw billing, collections and accounts receivable.
- Created new reporting and over 3 years of data through Tableau and Excel to support planning and forecasting for the Pre-doctoral Clinics and the University.
- Evaluated and reviewed practice production and procedures; identified opportunities to develop new initiatives to improve efficiency within practice operations, patient retention, and profitability.
- Maintained best-in-class training for employees; ensured Pre-doctoral students, faculty, team members and operations leaders received appropriate support.
Regional Manager of Operations and Practice Development
Aspen Dental Management, Inc
3 2009 - 2 2015
- Oversaw the operations and development of full-service dental practices throughout metro and greater Boston consisting of 10 dental practices with 70+ employees and annual revenues of $19m.
- Directly responsible for the management of day-to-day operations through directing and developing high performing office teams that have a primary focus on quality patient care and patient experience.
- Responsible for quality control, operations and clinical compliance, business planning, budgeting, staffing, revenue and P&L analysis.
- Successfully opened three de novo practices with first month revenues over budget.
- Cultivated positive relationships with our doctor partners.
- Identified and analyzed issues and opportunities by creating long term strategies and short-term tactics.
- Demonstrated high standards by challenging the status quo through developing and establishing improvement goals that remained aligned with the organization’s objectives.
Rental Manager, Lynn/Swampscott/Salem, MA
Enterprise Holdings, Inc.
01.2007 - 02.2009
- Managed Lynn branch with two satellite branches, 14 total employees
- Produced overall operations fleet growth from 165 cars to 270 cars
- Increased annual revenues from $2.3M to $3.5M
- Service Quality Index scores of 86% (Corporate Average 78%)
- Increased Net Profit by 48% over two years
- Employee retention of 90% over two years.
Branch Manager, Reading, MA
Enterprise Holdings, Inc.
09.2005 - 12.2006
- Managed a staff of 6 with a fleet of 140 cars
- Produced 26% fleet growth over 15 months
- Increased annual revenue from $1.6M to $2.1M
- Employee retention of 100%; two assistant managers promoted to branch managers.
Intern, Management Assistant, & Assistant Manager
Enterprise Holdings, Inc.
05.2002 - 08.2005
Education
Bachelor of Science - Finance
Thomas College
Waterville, ME 05.2001 -
Bachelor of Science - Economics
Thomas College
Waterville, ME 05.2001 -
Skills
Change Management
Strategic Planning
Small & Large-Scale Project Management
Organizational Development
Performance Management
Partnerships and Alliances
Multi-site, Multi-service Growth Planning
Internal, External, and Crisis Communications
Data Analytics
Physician and Executive Relations
Timeline
Director, Operations & Process Improvement
Brigham & Women's Hospital | Mass General Brigham
01.2022 - Current
Senior Consultant, Ambulatory Operations
Brigham & Women’s Hospital
04.2019 - 01.2022
Operations Manager, Pre-doctoral Administration
Tufts University School of Dental Medicine
03.2015 - 03.2019
Rental Manager, Lynn/Swampscott/Salem, MA
Enterprise Holdings, Inc.
01.2007 - 02.2009
Branch Manager, Reading, MA
Enterprise Holdings, Inc.
09.2005 - 12.2006
Intern, Management Assistant, & Assistant Manager
Enterprise Holdings, Inc.
05.2002 - 08.2005
Bachelor of Science - Finance
Thomas College
05.2001 -
Bachelor of Science - Economics
Thomas College
05.2001 -
Regional Manager of Operations and Practice Development
Aspen Dental Management, Inc
3 2009 - 2 2015
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