Katherine Nicole Dapsi
Prairieville,LA
Summary
Dynamic and results-driven Health and Wellness Operations Manager, renowned for orchestrating seamless workflow strategies and optimizing operational processes to drive revenue, peak performance, sales and client/physician satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager- Telehealth
Access Telecare- Neurological Service Line
06.2024 - Current
- Manage provider performance and adherence to schedules, workflows, and productivity metrics to ensure optimal revenue generation.
- Analyze RCM KPIs and generate financial reports, identifying trends, bottlenecks, and opportunities for process improvement.
- Software/Apps used- Salesforce, Jira, Tableau, ADP for HR/Payroll
- Complete necessary tasks in preparation for new sites and providers who are Onboarding, staffing roster, EMR access, schedule report, monitor state licensure, DEA and privileges.
- Manage clinician lifecycle support, including hiring, onboarding, employment changes, offboarding, and first-shift readiness (e.g., EMR access, training, system setups).
- Ensure timely credentialing, licensing, privileging, and EMR access while resolving on-shift technical and system access issues in partnership with IT.
- Lead project and implementation management, including simultaneous oversight of 20–30 sites, ensuring contract compliance and timeline adherence.
- Prepare all Implementation presentation slides, manage all meetings and track progress through Implementation checklists to ensure thorough onboarding of new sites and providers.
- Develop and sustain client relationships, shaping effective rollout strategies, facilitating stakeholder communication, managing risks, and ensuring scalable program delivery.
- Work closely with the Quality Assurance, Patient Experience, and IT teams to resolve operational issues impacting providers and our sites.
- Manage clinician scheduling, Supervising clinician scheduling and all report analytics for forecasting of staff for upcoming site launches.
- Facilitate all reporting and analytics regarding pre, in process and post implementation of all sites.
- Serve as lead point of contact for all sites and providers in my purview.
- Round on sites monthly to ensure we are meeting expectations with quality, productivity and staffing.
Director of Business Operations- Telehealth
PCOS Sisters Telehealth and Wellness Center, PCP
07.2024 - 12.2024
- Monitor and ensure provider adherence to schedules, workflows, and productivity metrics.
- Monitor the pharmacy relationships for GLP1 sales
- Owns all HR functions from recruiting to hiring, onboarding and termination. Manages payroll and all HR inquiries and conflicts. (adept with ADP, Paylocity, Gusto and UKG)
- Proactively identify and address performance issues, providing feedback and corrective actions as needed.
- Develop and implement strategies to improve provider engagement and efficiency
- Oversee all physician scheduling and maintenance, created physician Gap Report to track variables and trends.
- Track key performance indicators (KPIs) and prepare regular reports for leadership.
- Serve as the main point of contact for providers regarding operational processes and expectations.
- Identify bottlenecks or inefficiencies in workflows and recommend solutions.
- Work closely with the Quality Assurance, Patient Experience, and IT teams to resolve operational issues impacting providers.
- Process patient medication and Laboratory orders within multiple vendor accounts.
- Provided response and support to patient via EMR/Spruce and portal avenues.
- Facilitated patient referrals and onboarding processes, assisting with inquiries and information dissemination.
- Developed tracking systems and financial reports
- Organized data and monitored our compliance within the Telehealth industry as it pertains to compound pharmacy partners and internal clinical prescribing activities.
Director of Operations – Telehealth/Remote (Contract)
Evolve Telemedicine- Men’s and Women’s Health
01.2023 - 06.2024
- Led a remote team of healthcare professionals, fostering collaboration and cohesion.
- Owned all HR functions from recruiting to hiring, onboarding and termination. Manages payroll and all HR inquiries and conflicts. (adept with ADP, Paylocity, Gusto and UKG)
- Owned medication formulary, BHRT, GLP1s, Supplements and their effective sales/revenue.
- Processed medication and laboratory orders with multiple vendors.
- Owned all patient inquiries and requests with quick resolution and satisfaction.
- Created an Operations Associate team to help with the growth of operations department under my tutelage.
- Analyzed data to identify potential areas of improvement for clinic efficiency.
- Analyzed and coordinated the schedule, timeline, procurement, staffing and budget of a service on a project basis.
- Organized data and monitored our compliance within the Telehealth industry as it pertains to compound pharmacy partners and internal clinical prescribing activities.
- Provide feedback based on data as it relates to provider/patient relationship.
- Trained, mentored, and motivated employees/physicians to maximize team productivity.
- Led all communications for physician concerns ensuring they are addressed and resolved in a professional and timely manner, escalated when needed.
- Drove Customer Success leadership to meet or exceed customer expectations for clinical service delivery.
- KPI management- Created tools, playbooks and dashboards, as necessary, based on findings to maximize physician and staff efficiencies for clinical excellence. Example: Created new dashboards to help ensure the providers, MDs and APPs, licensure remained in good standing across all states.
- Owned staffing models for strategic initiatives based on daily volume, including physician and staff resources.
- Managed the daily operations of a telehealth program, optimizing efficiency and effectiveness. Example: Created a new patient attrition and retention plan that led to a drop in our attrition rate from 41% to 19% in one year, showed a 60% increase in revenue over the previous year.
- Oversaw multiple Implementations from initiation to completion, ensuring timelines and budgets were met.
- Interface with external clients, regulators, vendors, suppliers; internal stakeholders, high level of management.
Area Manager of Operations- in clinic and remote
SouthStar Urgent- Telehealth, Radiological and Occupational Care, 8 total clinics
07.2021 - 12.2023
- Provide positive leadership to inspire team commitment to quality patient care and collaboration.
- Lead clinic projects and initiatives in collaboration with executives.
- Led all Clinic operations for 8 clinics, including staffing, reporting, patient satisfaction and clinical revenue.
- Managed a team of 8 Practice Managers
- Manage vendor relations and champion regional initiatives.
- Act as a liaison between sites, staff, and Support Center.
- Optimize staff scheduling and monitor key performance indicators to drive clinic performance.
- Analyze operational reports to identify improvement opportunities.
- Ensure compliance with HIPAA, OSHA, CLIA, MIPS, and regulations.
- Facilitate clinic staff compliance and leader development.
- Onboard and mentor new staff and oversee performance management processes.
Operations Manager (short contractor)- Telehealth
Dancy Perinatal, Post Partum Mental Health Telemedicine
07.2023 - 11.2023
- Managed revenue cycle, resolving outstanding accounts and liaising with insurance companies.
- Provided empathetic responses to crisis calls, offering support to clients.
- Oversaw patient scheduling and conducted daily meetings to coordinate patient care.
- Clinician management of LMFT’s
- Facilitated patient referrals and onboarding processes, assisting with inquiries and information dissemination.
- Conducted sales and marketing efforts to expand client base and engage influencers and podcast advertisers.
- Developed tracking systems and patient materials, including appointment spreadsheets and class registrations.
- Utilized Wix for patient payments and class registrations for behavioral health group classes.
- Authored policies and procedures to ensure smooth operations, including customer service protocols and quality standards.
Practice Manager II
Our Lady of The Lake Physician Group
08.2018 - 07.2021
- Primary Care for Women’s
- Women’s Dietary Support
- Women’s Dermatology
- Gynecology
- Ophthalmology
- Optometry
- Managed administrative functions and day-to-day operations of a multi-disciplinary physician practice.
- Ensured compliance with HIPAA, Joint Commission, and Best Practice regulations.
- Supervised physician and Advanced Practice Provider management.
- Provided hands-on leadership to support staff and maintain operational efficiency.
- Contributed to the development of departmental goals aligned with organizational strategy.
- Led staff relations, including performance management and conflict resolution.
- Managed scheduling, recruitment, payroll, and HR compliance.
- Conducted performance appraisals and fostered employee motivation.
- Oversaw departmental budgets, regulatory compliance, contracts, and vendor relations.
- Identified and justified needs for systems, equipment, and supplies.
- Supported special projects and conducted revenue analytics.
- Managed billing, coding, and reimbursement processes for Medicare, Medicaid, and private insurers.
- Prepared and presented monthly financial reports to management.
Practice Manager and Lead Ophthalmic Technician
Retina Specialty Institute
04.2010 - 01.2014
- Executed a successful clinic opening by ensuring all levels of a new practice were met for all regulations. Clinic and office management. Assisted with medical procedures both in the office and out. Managed office staff and clinic flow. Billing and coding. Patient satisfaction. Hiring/termination/payroll. Responsible for all doings with the satellite clinic.
Education
Kinesiology
University of Michigan
Masters Healthcare Admin and Management
University of Arizona
Project Management course
LSU
Skills
- Leadership
- Clinic Scalability
- Telehealth
- Vendor & Supplier Management
- Provider Relations and Performance
- Health and Wellness
- Business Operations
- Patients Success
- EHR/EMR/CRM Software
- Process Change & Implementation
- Critical thinking
- Microsoft Office
- Google Suite
Certification
BLS
Timeline
Director of Business Operations- Telehealth
PCOS Sisters Telehealth and Wellness Center, PCP
07.2024 - 12.2024
Operations Manager- Telehealth
Access Telecare- Neurological Service Line
06.2024 - Current
Operations Manager (short contractor)- Telehealth
Dancy Perinatal, Post Partum Mental Health Telemedicine
07.2023 - 11.2023
Director of Operations – Telehealth/Remote (Contract)
Evolve Telemedicine- Men’s and Women’s Health
01.2023 - 06.2024
Area Manager of Operations- in clinic and remote
SouthStar Urgent- Telehealth, Radiological and Occupational Care, 8 total clinics
07.2021 - 12.2023
Practice Manager II
Our Lady of The Lake Physician Group
08.2018 - 07.2021
Practice Manager and Lead Ophthalmic Technician
Retina Specialty Institute
04.2010 - 01.2014
Masters Healthcare Admin and Management
University of Arizona
Project Management course
LSU
Kinesiology
University of Michigan
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