Karen Haoui
Fort Myers,FL
Summary
Highly skilled and engaged professional with more than 20+ years of experience managing operations in patient-centric medical practices. Successfully oversee human resources, budgeting, staff management and patient services. Develop and lead productive and efficient teams. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
40
40
years of professional experience
Work History
Director of Operations
Lee Health System
10.2022 - Current
- Managed 15 Primary Care Physicians, 55 staff members, and 2 locations.
- Successful implementation of new mobile Primary Care Unit
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Monitored and coordinated workflows to optimize resources.
- Led cross-functional teams for successful completion of projects, resulting in increased productivity.
- Enhanced employee engagement by developing training programs, fostering a collaborative culture, and promoting professional development opportunities.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Delivered exceptional customer experiences by implementing strategies focused on meeting evolving needs and expectations.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Oversaw day-to-day production activities in accordance with business objectives.
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with senior leadership to develop and execute long-term corporate goals and objectives.
- Monitored budget and utilized operational resources.
- Mentored and coached team members to foster productive and engaging work environment.
- Trained and guided team members to maintain high productivity and performance metrics.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Consistently exceeded Productivity and Financial Metrics, Patient Satisfaction ( PRC) Key Drivers, Medicare Wellness, MIPS Quality and HCC Metrics.
Practice Manager III
Health First Inc.
10.2003 - 09.2022
- Direct day-to-day administrative and operational functions for multiple specialty practices over 18 years including Rheumatology, Orthopedics Surgery, General Surgery, Gastroenterology, Pain Management, Internal Medicine, Family Practice, Vascular Surgery and Lab, Clinical Research, Pediatrics, Float Pool, Physical Therapy, Human Resources, Health First Health Plans Claims, Infectious Disease, and Pulmonary providing effective guidance and leadership.
- Successfully managed up to 25 providers, 80 associates, and 6 departments, 3 locations.
- Developed close working relationships with administrative and clinical teams. Achieved through setting expectations, emotional intelligence, transparent and honest communication.
- Provided outstanding support to entire team which helped improve process flow, efficiency, and engagement. Achieved maximum optimization of provider schedules through routine audits with optimization team.
- Boosted staff morale by offering constructive feedback and specific direction.
- Assessed processes and procedures, complying with OSHA, FDA, and HIPAA regulations.
- Addressed and remedied all patient or team member issues using objectivity, emotional intelligence, and consistency.
- Created and implemented organizational policies and procedures.
- Oversaw department fiscal operations, including budgeting and financial reporting including provider wRVU and Value Based Incentives.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Conducted 90 day and Annual Performance Reviews.
- Generated and reviewed incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
- Fostered excellence by example by "setting pace" and being hands on mentor to administrative and clinical staff.
- Recruited, hired and coached employees to offer high-quality, cost-effective care to all patients.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Effectively manage each service line's quality, customer experience, stewardship, and teamwork metrics and adjusted operational plans to uphold quality standards.
- Committee member Associate Engagement, Policy and Procedure, Manager In Training Mentor, Job Descriptions, and Associate Development.
Medical Assistant
Louisville Neurological Surgery
07.2001 - 08.2003
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Improved patient experiences by efficiently managing appointments and maintaining organized medical records.
- Enhanced clinic efficiency by assisting physicians with routine procedures and diagnostic tests.
- Facilitated seamless patient care with thorough and accurate documentation of medical histories, vital signs, and medications.
- Ensured patient safety and comfort during examinations, effectively addressing concerns and answering questions.
- Streamlined office operations by managing inventory levels, ordering supplies, and organizing storage areas.
- Boosted patient satisfaction by providing compassionate care and promptly addressing needs during visits.
- Collaborated with interdisciplinary healthcare teams to provide coordinated care for patients in various settings.
- Coordinated patient referrals to specialists or other healthcare providers as needed for comprehensive care management plans.
- Sanitized, restocked, and organized exam rooms and medical equipment.
- Maintained a safe and clean clinical environment by adhering to infection control guidelines and disposing of biohazardous waste properly.
- Completed EKGs and other tests based on patient presentation in office.
- Prepared lab specimens for diagnostic evaluation.
- Oriented and trained new staff on proper procedures and policies.
Medical Assistant
Med East Physicians
07.1999 - 08.2001
- Directed patients to exam rooms, fielded questions and prepared for physician examinations.
- Collected and documented patient medical information such as blood pressure and weight.
- Called and faxed pharmacies to submit prescriptions and refills.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Obtained client medical history, including medication information, symptoms and allergies.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes.
- Taught patients about medications, procedures and care plan instructions.
- Supported duties for diagnostic and technical treatment procedures, such as setting up and operating special medical equipment and apparatus.
Assisted Living Coordinator
Presbyterian Homes And Services Of Louisville
01.1994 - 07.1999
- Successfully managed department providing daily living care for 125 residents. Developed strong rapport with residents family with ongoing communication.
- Developed, improved and implemented policies to optimize costs, care and satisfaction of both employees and residents.
- Coordinated transportation and liaison to residents primary care providers.
- Evaluated team performance and care quality.
- Ordered supplies according to budget limitations and expected use levels.
- Scheduled all assignments and managed requests for time off.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Generated and reviewed incident reports, including employee write-ups, actualizing appropriate corrective action plans to mitigate ongoing and potential situations.
Medical Assistant
Fincastle Medical Group
03.1984 - 12.1993
- Called and faxed pharmacies to submit prescriptions and refills.
- Kept medical supplies in sufficient stock by monitoring levels and submitting replenishment orders before depleted.
- Performed clerical duties, such as word processing, data entry, answering phones and filing.
- Sanitized, restocked and organized exam rooms and medical equipment.
- Completed clinical procedures and gathered patient data for interpretation by physician.
- Scheduled appointments, registered patients and distributed sample pharmaceuticals as prescribed.
- Obtained client medical history, including medication information, symptoms and allergies.
- Assisted with routine checks and diagnostic testing by collecting and processing specimens.
- Prepared patients for X-rays, electrocardiograms, suture removal and dressing changes.
- Taught patients about medications, procedures and care plan instructions.
- Verified appropriate lab couriers picked up collected lab specimens.
- Arranged surgeries with surgical center, confirming times with patients and preparing admission and consent forms.
Education
Bachelor of Science - Health Care Administration
University of Phoenix
Tempe, AZ01.2022
Associate of Science - Health Care
University of Phoenix
Tempe, AZ12.2015
Associate of Science - Medical Assistant
Watterson College
Louisville, KY12.1984
Skills
- Budget Planning
- Data Analysis
- Process Implementation
- Employee Recruitment and Hiring
- Financial Operations Oversight
- Operating Plans Development
- Employee Supervision
- Organizational Goal Development
- Performance Monitoring
- Verbal and Written Communication
- Interdepartmental Functions Coordination
Accomplishments
Consistently achieved 94% Associate Engagement Scores.
Consistently met Top 10% decile for Patient Satisfaction for Overall Provider Rating and Quality of Staff.
96%-100% Retention Rate.
Timeline
Director of Operations
Lee Health System
10.2022 - Current
Practice Manager III
Health First Inc.
10.2003 - 09.2022
Medical Assistant
Louisville Neurological Surgery
07.2001 - 08.2003
Medical Assistant
Med East Physicians
07.1999 - 08.2001
Assisted Living Coordinator
Presbyterian Homes And Services Of Louisville
01.1994 - 07.1999
Medical Assistant
Fincastle Medical Group
03.1984 - 12.1993
Bachelor of Science - Health Care Administration
University of Phoenix
Associate of Science - Health Care
University of Phoenix
Associate of Science - Medical Assistant
Watterson College
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