Laura Gilchrist
Los Angeles,CA
Summary
Healthcare operations leader with 14+ years of progressive management experience across multi-site clinic operations, ambulatory care, and patient experience. Proven track record in scaling clinical operations, leading high-performing teams, launching new clinics, and driving operational excellence that enhances patient care, employee engagement, and financial performance. Skilled in change management, cross-functional leadership, and strategic project execution in high-growth, fast-paced environments.
Overview
15
15
years of professional experience
Work History
Director, Market Operations
Tia Health
Los Angeles, California
01.2025 - Current
- Oversaw operations across multiple markets, managing Clinic Managers and supporting over 100 staff members.
- Drove strategic initiatives in four markets to enhance efficiency and improve care quality.
- Collaborated with Medical Directors on provider hiring, scheduling, and capacity planning efforts.
- Executed operating plans that improved patient experience and operational efficiency.
- Audited clinical workflows to ensure compliance and maintain high-quality patient care standards.
- Partnered with HRBP to implement performance management systems and career development opportunities.
- Monitored key metrics and guided clinic managers to achieve retention and staffing objectives.
- Managed budget, P&L, and critical cost metrics to sustain financial performance across all markets.
Sr. Clinic Manager (Multi-Site)
Tia Health
Los Angeles, CA
07.2023 - 12.2024
- Managed three or more clinics, overseeing Front Desk Associates, MAs, Phlebotomists, and support staff.
- Monitored clinic performance metrics, including patient access and satisfaction scores.
- Served as escalation point for patient experience and operational challenges, delivering timely resolutions.
- Supported daily operations by fulfilling MA and Front Desk Associate responsibilities as needed.
- Managed clinic budgets, staffing ratios, and key operational targets to ensure efficiency.
Practice Manager, MSO III -Internal Medicine
UCLA Health
Westwood, CA
01.2022 - 01.2023
- Directed daily operations in high-volume practices, enhancing financial management and scheduling efficiency.
- Developed streamlined workflows that increased reimbursements and minimized denials.
- Implemented new policies and revenue targets to drive organizational growth.
- Established staff education programs to improve performance and compliance.
Practice Manager, MSO II – Ophthalmology
UCLA Health
Westwood, CA
01.2020 - 01.2022
- Oversaw clinic operations, including patient scheduling, insurance authorization, and financial management.
- Supervised hiring, training, and evaluations to enhance team performance.
- Ensured compliance and efficiency while delivering concierge-level patient care.
Clinic Supervisor / Ophthalmic Technician
UCLA Health
Westwood, CA
01.2019 - 01.2020
- Supervised clinic staff while performing duties as ophthalmic technician.
- Streamlined clinic operations to enhance patient flow and efficiency.
- Coordinated onboarding and training programs for new personnel, ensuring smooth integration.
Administrative Roles (Progressive Growth)
UCLA Health
Westwood, CA
01.2014 - 01.2019
- Progressed through roles from Administrative Assistant II to Supervisor, demonstrating strong leadership skills.
- Acquired expertise in insurance verification and revenue cycle management.
- Managed scheduling and maintained academic and clinical calendars effectively.
Front Office Supervisor
Wilshire Center for Dermatology
Los Angeles, CA
01.2011 - 01.2014
- Oversaw front-office operations, managing insurance, authorizations, billing, and staff schedules.
- Implemented systems to streamline processes and enhance productivity.
Education
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
01.2024
Diploma - Healthcare Administration
Everest College
Los Angeles, CA01.2011
Skills
- Multi-site operations leadership
- Market expansion and clinic launches
- Staff hiring and development
- Strategic planning and execution
- Patient experience management
- Budget oversight and P&L management
- Change management and process improvement
- Cross-functional collaboration
- Regulatory compliance and risk management
Accomplishments
- Led the opening and full staffing of five new clinics across CA and AZ, scaling market footprint with on-time launches and enterprise operational readiness.
- Built and scaled a Train-the-Trainer model with L&D to standardize onboarding across multi-market operations.
- Designed and scaled a Clinic Manager leadership pipeline, hiring and developing seven new leaders to support market growth.
- Sponsored and led Leadership Offsites and cross-market engagement initiatives to strengthen culture, retention, and organizational alignment.
- Partnered with Talent Acquisition and HRBP to redesign enterprise job architecture and interview strategy for support staff.
- In partnership with HRBP, architected and launched a Medical Assistant Growth Ladder (Levels I–III), creating a scalable advancement and retention framework.
- Led multi-market rollout of buy-and-bill IUD operations, expanding access to birth control and improving revenue capture.
- Partnered with QA to implement the SAFE program across markets, embedding system-wide patient safety and quality standards.
- Drove enterprise Medical Assistant standardization to improve patient experience consistency and workforce alignment at scale.
- Led and coordinated three strategic joint-venture mixers with Cedars-Sinai to strengthen health system partnerships and specialty referral pipelines.
- Partnered with Finance to implement monthly clinic P&L governance, strengthening executive visibility and market-level financial accountability.
- Reduced late cancellation rates by 50% across markets, materially increasing completed appointments per day and revenue performance.
Professional Development And Certifications
- Addressing Challenging Employee & Labor Relations Issues, UCLA Training & Development, 2022
- Assessing & Improving Management Skills, UCLA Training & Development, 2022
- Dealing with Difficult Patient Situations, UCLA Training & Development, 2022
Timeline
Director, Market Operations
Tia Health
01.2025 - Current
Sr. Clinic Manager (Multi-Site)
Tia Health
07.2023 - 12.2024
Practice Manager, MSO III -Internal Medicine
UCLA Health
01.2022 - 01.2023
Practice Manager, MSO II – Ophthalmology
UCLA Health
01.2020 - 01.2022
Clinic Supervisor / Ophthalmic Technician
UCLA Health
01.2019 - 01.2020
Administrative Roles (Progressive Growth)
UCLA Health
01.2014 - 01.2019
Front Office Supervisor
Wilshire Center for Dermatology
01.2011 - 01.2014
Bachelor of Science - Healthcare Administration
Southern New Hampshire University
Diploma - Healthcare Administration
Everest College