LaShaun Lockhart
Marlborough,MA
Summary
Ambitious Director of Operations with 25+ years of management and leadership experience in the healthcare industry. Applies strong analytical and critical thinking skills to solve complex administrative and operational problems. A dedicated and effective leader who excels at using proven methods and cutting-edge technology to successfully cut costs, streamline business operations and increase internal & external productivity. Ability to impact business direction and performance with successful leadership strategies, tactical decision making and forward-thinking approaches.
Overview
32
32
years of professional experience
Work History
Administrative Director
Brandeis University
06.2021 - Current
- Provides strategic input for program planning and guides program development to align services with University goals, identified state and federal regulations, identified ambulatory care standards, and program goals. Manages Brandeis' Counseling and Health Center operations including staffing, budget, fiscal cycle processes, quality assurance, and program evaluation and reporting. Works with Medical Director and Counseling Director to develop annual budget and staffing goals as well as to develop clinical protocols and processes to meet departmental service goals and standards.
- Responsible for day-to-day operations & personnel issues in front office, including: hiring, supervision, conducting formal performance evaluations, discipline and coaching/mentoring practice personnel. Assures uninterrupted coverage of the front office at all times. Ensures comprehensive orientation plan is conducted for all new employees. Ensures staff compliance with policies and procedures. Conducts weekly meetings for all practice providers and staff to discuss new policies and procedures, and provide updates to campus partners to enhance delivery of care, satisfaction with service and resolution of problems. Serves as front office liaison with after hours or holiday hours call services.
- Helps department(s) Directors oversee budget(s). Oversee operations for Counseling and Health Services. Monitors and controls practice expenses and operational functionality. Works with the Director(s) to keep track of the operation budgets; develops and maintains a spreadsheet that keeps track of budgets. Provides input to Directors on ways to improve front office services, coverage, etc. Maintains records of accounts payable, approves expenditures and requests payment of bills. Responsible for selection, purchase and delivery of equipment, furniture and supplies, including the maintenance of lab supplies for point of care testing, CLIA waived certification, as well as the purchase and delivery of: PPE, vaccines, refrigeration and storage, routine office & medical supplies, and ensures that all office and medical equipment such as the microscope, glucometers, copier, Fax machine, phones, and EMR are in good working order. Oversees the provision of administrative support to Directors for all functions involving the Directors such as scheduling and maintaining calendar, coordination of Director's appointments to assure adequate time is allocated to different meetings such as coordination of interviewing with candidates, etc; Directors' travels, preparing presentations and reports; maintaining quality assurance for events/meetings Directors are engaged in. Oversees management of Medicat software and any other databases to assure ample functioning, development of reports for annual reporting etc. Helps Directors to oversee Front office functioning pertaing to scheduling software (currently Medicat) to assure services are provided to students eg assessment, urgent hours, etc. Processes various forms or applications and ensures accuracy and completeness; enters, computes, verifies and compiles data and forwards for review/approval or files paperwork. Assures that front office enters information into Medicat and/or other large and complex databases of department records and services, ensures the accuracy and completeness of the data, and generates reports or outputs when necessary
- Works collaboratively with Counseling and Medical Director to ensure both practices meet required compliance and clinical competency thresholds, HIPAA, OSHA, labor laws, and other federal, state, and local regulations. Ensures compliance with standard and HIPAA policies relating to Patient registration, billing, medical records, and documentation issues. Oversees, monitors and updates as needed all Counseling and Health Center website information and content in a timely fashion. Works closely with department(s) Director(s) to ensure that the website remains updated and relevant to all Counseling and Health Center constituents.
Director of Operations
Merrimack Valley Accountable Care Organization
08.2018 - 06.2021
- Provide overall management and oversight of provider network and local operations of Merrimack Valley Accountable Care Organization (MVACO)
- Responsible for program planning and implementation, project management, policy development, administration and operation of all assigned functions, programs and activities.
- Assist CEO in developing, analyzing and implementing organization's strategic and financial goals.
- Manage daily operations across 13 sites by overseeing financials, key performance indicators and employee performance.
- Collaborate with internal and external customers and stakeholders to resolve issues and enhance relationships across multiple sites.
- Manage provider relations across Merrimack Valley Accountable Care Organization (MVACO) consisting of 6 service areas; including any operational or contracting issue.
- Ensure processes and systems are in place to optimize performance under risk contracts including technology, to manage total medical expense and improve quality.
- Foster culture of teamwork, high performance and innovation in order to achieve organization's goals in population health management and financial performance.
- Manage all regulatory requirements for MVACO such as Health Policy Commission, and Mass Health reporting requirements.
- Assist in preparing annual operating budget for MVACO.
- Collaborate with MVACO Chief Information Officer (CIO) to develop and manage Health Information Exchange among all MVACO practices and partners.
- Streamlined efficiency, reduce labor hours and boost profitability to optimize overall productivity.
- Directed training improvements to reduce knowledge gaps and eliminate workforce performance inefficiencies.
- Ran daily reports to assess performance and make proactive adjustments.
- Developed new promotional strategies to increase customer base and market share, promoted health plan through diverse channels.
- Conferred with other managers, technical personnel and team leaders to coordinate efficient site work and maintained tight schedules.
- Evaluated operational trends and make proactive strategy adjustments to maintain alignment between performance and objectives.
- Increased morale through providing ongoing cultural competency and diversity staff training for.
Chief Operating Officer
Massachusetts Community Outreach Initiative
11.2010 - 03.2020
- In partnership with Founder and Executive Director, created strategic five-year plans and implemented new processes and approaches to achieve them.
- Produced and implemented Balanced Scorecard metric throughout organization.
- Managed organization's active grants for writing, reporting, and researching grants from foundations, corporations, and government funders.
- Oversaw all operational and administrative functions.
- Oversaw all programs.
- Oversaw all internal functions.
- Managed and monitored 3-5 project budgets each quarter.
- In collaboration with ED developed and managed overall annual operating budget.
- Built and maintained effective accounts receivable and cash flow monitoring systems. Utilizing Quick books as platform
- In collaboration with Sales-force representatives, developed and implemented departmental standard operating procedures and database tracking system to accurately reflect current practices and client monitoring.
- Planned and oversaw campaigns and events to raise money and other kinds of donations for organization.
- Under direction of ED, developed and implemented all programs related to delivery of services to inmates, formerly incarcerated persons and their families.
Administrative Director
Lowell Community Health Center
01.2015 - 08.2018
- Oversaw day to day operations for multiple clinical departments including Referrals management teams.
- Forecast and budget department(s) needs and adjust for future plans
- Coordinate and direct project meetings
- Execute quality assurance programs
- Ensure compliance with rules and regulations administered by grantor; oversee special audits conducted by grantor
- Ensure all work executed within HIV Department meets regulatory specifications/standards including Joint Commission, Patient Centered Medical Home and Massachusetts Department of Public Health (MDPH) - Bureau of Infectious Disease
- Monitor interventions and programs funded by grants to ensure compliance with grantor guidelines
- Prepare standard operating procedures
- Manage and lead 8 direct reports and 50 indirect reports
- Analyze program data to assist in strategic decision-making
- Implement protocols that will maximize patient satisfaction
- Develop and manage annual operating budget
- Develop and share best practices across company, including developing and implementing Service Recovery Program for patients
- Recruit, hire and train all new employees for Internal Medicine, Infectious Disease, Urgent Care and Referrals departments.
- Lead Patient Experience and Patient Satisfaction program for entire health center.
Administrative Director
South Shore Mental Health
01.2011 - 01.2015
- Responsible for integrating relationships of clients, and staff for eight Behavioral Health and Residential programs
- Establish positive and effective communication between program directors, therapist, nurses, cases workers and administrative staff
- Provide operational and administrative assistance to program directors, including implementation of systems for continuous operations improvement and revenue enhancement
- Oversee development and launch of AVATAR electronic medical record system
- Evaluate existing departmental operations and procedures with focus on enhancement of quality and revenue
- Collaborate with vice presidents, medical director, and program directors to ensure clinical practices operate within guidelines of DPH (Department of Public Health), DMH, (Department of Mental Health), and HIPAA, (Health Information Privacy Act) standards
- Establish appropriate policies and procedures for organization. Responsible for all of facilities and environmental issues. Develops and implements programs to monitor preventative maintenance and service agreements
- Maintain accurate policies, payor contracts and authorizations to assure timely revenue received
- Provide human resource support to program directors and employees within organization. Assure adequate staffing for all programs including but not limited to cross-coverage, Family Medical Leave Act (FMLA), breaks, and vacations. Assist in recruitment of support staff including, performance reviews, and salary determination
- Develop, forecast and monitor program operation budgets. Report any variances in volume, expenses and personnel to VP's and Financial Director
- Develop and maintain relationships with insurance payors. MBHP (Massachusetts Behavioral Health Plan), Blue Cross Blue Shield (BCBS) etc.
- Remain knowledgeable on insurance contracts, policies, and procedure changes and updates particularly Mass Health
- Bridge relationship between payroll, billing, accounts receivable and other internal and external departments to assure adequate billing procedures and processes as well as payments
- Managed schedules and calendars of 7 management personnel
Administrative Manager
Massachusetts General Hospital
01.1992 - 08.2010
- Evaluated daily professional staffing needs, coordinated replacement of professional staff to meet volume and provider productivity requirements within each department
- Responsible for day-to-day operations, as well as recruitment, training and stability of administrative staff for both departments
- Developed and managed annual operating budgets for Rheumatology Division
- Oversaw Implementation and training of LMR electronic medical record for both department. Assisted in appropriate training for system use for providers, nurses, and administrative staff
- Assisted Chief Medical Officers, (CMO), Medical Directors, and Sr. Executive Directors in establishing appropriate policies and procedures for departments
- Evaluated, initiate and implemented approximately 3-4 projects for both departments
- Revised procedures as necessary to maximize efficiency
- Responsible for internal communications.
Education
Master of Science - Management
Eastern Nazarene College
Massachusetts05.2021
Graduate Certificate - Community Health Center Leadership and Finance
Suffolk University
Massachusetts2017
Graduate Certificate - Institute for Non-Profit Management and Leadership
Boston University School of Management INML
Massachusetts2011
Graduate Certificate - Spirituality/Womens Leadership
Hartford Seminary
Connecticut2010
Bachelor of Science - Business Administration
Eastern Nazarene College
Massachusetts2009
Skills
- Conflict Resolution & Organizational Performance
- Strong Interpersonal Skills
- Multi-site operations management
- Strategic planning & Partnerships
- Strong Oral and Written Communications
- Diversity, Equity, & Inclusion
- Standard Operating Procedures
- Operations oversight & Team building
- Business development
- Process improvements
- Payroll and budgeting
- Marketing and Communications
- Brand Ambassador
- Healthcare Experience
- Regulatory Compliance
- Leadership & Problem-Solving skills
Accomplishments
- Active Member of the Diversity, Equity, Inclusion Committee at Lawrence General Hospital.
- Developed, and Chair Patient & Family Advisory Committee (PFAC) for the Merrimack Valley MVACO.
- Chair of the Provider Network Committee to ensure the (MVACO) has a focused and streamlined scope of work that will ensure patients receive adequate access to culturally competent care within the network.
- Chair of Patient Experience Committee to increase the overall satisfaction of patience and their families.
- Spearheaded the Department of Medicine Physician Compensation plan, resulting in a 25% favorable increase on the departments patient satisfaction survey as well as an overall 30% patient volume increase in the first year.
- Revamped the Crisis Program billing operations process, as well as created a billing process manual resulting in a significant increase of revenue. Also improved staff communication and morale.
- Streamlined the Central Registration administrative operations process. Increased morale, teamwork and customer service.
- Created a patient referral database and referral process to streamline client access and increase client satisfaction, and provider productivity.
Timeline
Administrative Director
Brandeis University
06.2021 - Current
Director of Operations
Merrimack Valley Accountable Care Organization
08.2018 - 06.2021
Administrative Director
Lowell Community Health Center
01.2015 - 08.2018
Administrative Director
South Shore Mental Health
01.2011 - 01.2015
Chief Operating Officer
Massachusetts Community Outreach Initiative
11.2010 - 03.2020
Administrative Manager
Massachusetts General Hospital
01.1992 - 08.2010
Master of Science - Management
Eastern Nazarene College
Graduate Certificate - Community Health Center Leadership and Finance
Suffolk University
Graduate Certificate - Institute for Non-Profit Management and Leadership
Boston University School of Management INML
Graduate Certificate - Spirituality/Womens Leadership
Hartford Seminary
Bachelor of Science - Business Administration
Eastern Nazarene College
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