Julia C. Dias
Ludlow,MA
Summary
Experienced Director of Operations proficient in managing Health Care operations with exceptional team supervision, project coordination and analytical problem-solving skills. Optimizes resource use to achieve evolving business needs. Diplomatic in resolving disputes, coordinating diverse teams and delivering cross-functional collaborations needed to accomplish successful organizational initiatives.
Overview
23
23
years of professional experience
Work History
Director of Operations
Commonwealth Care Alliance (CCA)
01.2020 - Current
- Provide leadership and direction to the functional administrative teams, including office management of 5 locations, meeting and event coordination, inventory/supply management, workflow optimization of health plan operations, as well as reporting and analytical functions
- Mobilized and cultivated the collaboration with multidisciplinary teams aligned with specialized functions, including programming support to Senior Clinical Leadership
- Direct supervision to 20 staff, and supported operations in a department of 600+ staff
- Enhanced database integrity, supporting the day to day operation and communication within the multidisciplinary teams, maintaining accuracy of < 95% in assignments
- Contributed to the centralization and specialization of the administrational functions supporting 45k members, with a turnover of
- Developed 4 managers, and 3 Operations Coordinators
- Applied LEAN and Optimization concepts to workflows and process to enhance productivity and efficiency, yielding an avg
- Of 20% reduction (time/steps)
- Overseen Long Term Support Services authorizations, assessment scheduling and vendor/agency workflows, meeting service decisions requirements
- Developed and maintained reporting and analytical functions to support KPIs, created SOPs and other supporting documentation
- Designed and delivered Onboarding/Training Programs to new hires, including the built of calendars, multi-channel delivery of training content to facilitate and promote successful knowledge sharing and early employment engagement and retention
Office Manager
Detour Construction LLC
01.2013 - Current
- Manages all office functions to promote and support everyday operations of the business
- Management of Employee documentation and Safety Program, and other HR functions
- Provide Accounting oversight w/Quick Books – bookkeeping and report production; financial management – A/P and A/R
- Management of Labor Union Programs with the states of Massachusetts and Connecticut
- Oversight of Vendor and contract management with both private and public partners
Associate Administrator
Commonwealth Care Alliance (CCA)
01.2016 - 01.2018
- Worked collaboratively across all departments in the Clinical Group to enhance productivity and efficiency
- Promoted and facilitated standardization of processes through workflow and process development
- Established and implemented a Service Authorization Process to support clinical team functions and to facilitate data entry standardization
- Supported restructuring the Clinical Group 160 staff and +25k members, through the stratification of members according to clinical and behavioral complexity; realignment of teams and supporting services (within 4 months)
Operations Manager I
Commonwealth Care Alliance (CCA)
01.2014 - 01.2016
- Streamlined team structure creating a function/expertise team assignment to improve team’s skillset and proficiency
- Created Operations Program to support the Clinical Integration Program at the Brightwood Health Center, scheduling and monitoring the completion of Annual Comprehensive Assessments, contributing to > 50% completion rate
Site Coordinator
Commonwealth Care Alliance (CCA)
01.2013 - 12.2013
- Served as a Liaison between Commonwealth Care Alliance and Baystate Brightwood Health Center in the Integration Pilot
- Created and managed roster tracking membership, staff assignment and assessment completion
- Developed workflows for internal staff and for external agency collaborations
Portuguese Medical Interpreter
Language Bridge LLC
01.2012 - 12.2013
Admissions Representative
Salter College
01.2012 - 12.2012
Senior Assistant Manager
Taco Bell & KFC Restaurant
01.2011 - 12.2012
- Supervised +27champs’team
- Reduced staff turnover in the second half of 2011 by 30%, benchmarking a record-setting improvement in staff retention due to the success of employee-development and morale-building programs
- Elevated guest-satisfaction index from 50% to 70-80%; ensured the swift resolution of customer issues to preserve customer loyalty while complying with company policies
General Manager
Boston Market Restaurant
01.2002 - 12.2011
- Advanced from front counter to general manager role, in corporate owned restaurant
- Directed 15 employees and managed P&L, sales, inventory, merchandising and cost controls
- Overall re-structure of the catering program by investing in community networking and customer loyalty
- Improved Sales vs
- Prior Year 50% in 2010
- Implemented a team member recognition program where customer feedback, college referrals and benchmarking added points to each team member store performance track
- Prizes were awarded every period
Education
Master of Business Management -
University of Massachusetts
Bachelor of Science - Management
University of Massachusetts
Associate - Business Administration
Springfield Technical Community College
Certificate - Leadership Development
American Management Association
Fundamentals of Medical Interpreting Certificate Program -
UMASS Medical School
Skills
- Business management
- Strategic partnerships
- Project management
- Staff training/development
- Continuous improvement
- Operational efficiency
- Strategic planning and execution
Timeline
Director of Operations
Commonwealth Care Alliance (CCA)
01.2020 - Current
Associate Administrator
Commonwealth Care Alliance (CCA)
01.2016 - 01.2018
Operations Manager I
Commonwealth Care Alliance (CCA)
01.2014 - 01.2016
Office Manager
Detour Construction LLC
01.2013 - Current
Site Coordinator
Commonwealth Care Alliance (CCA)
01.2013 - 12.2013
Portuguese Medical Interpreter
Language Bridge LLC
01.2012 - 12.2013
Admissions Representative
Salter College
01.2012 - 12.2012
Senior Assistant Manager
Taco Bell & KFC Restaurant
01.2011 - 12.2012
General Manager
Boston Market Restaurant
01.2002 - 12.2011
Bachelor of Science - Management
University of Massachusetts
Associate - Business Administration
Springfield Technical Community College
Certificate - Leadership Development
American Management Association
Fundamentals of Medical Interpreting Certificate Program -
UMASS Medical School
Master of Business Management -
University of Massachusetts
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