Lauren Maldonado

Serve as senior operational leader for a multi-site specialty wellness practice supporting thousands of active patients and onboarding approximately 90 new patients monthly. Responsible for designing and scaling patient engagement infrastructure, clinical coordination systems, and operational workflows while partnering with physician leadership to drive practice growth and patient retention.

Operational Leadership & Organizational Scale

• Direct 33 staff members including 4 managers, nurse practitioners, and administrative personnel across multiple clinic locations.
• Manage $143K monthly operating budget (~$1.7M annually) covering clinical supplies, medical inventory, and administrative operations.
• Lead hiring, onboarding, performance management, and workforce development across both clinical and administrative teams.

Patient Engagement & Retention Infrastructure

• Designed and implemented multi-channel patient engagement workflows generating 1,300 monthly inbound and outbound interactions, including recall campaigns, treatment follow-ups, lab result coordination, missed appointment recovery, and membership retention initiatives.
• Support onboarding of ~90 new patients monthly through structured intake coordination and engagement protocols.
• Monitor weekly and monthly retention and attrition trends, adjusting outreach and communication strategies to maintain continuity of care and program participation.
• Developed standardized patient communication protocols and scripting used by front desk and clinical teams for provider transitions, follow-ups, and engagement programs.

Clinical Data & Research Collaboration

• Oversee tracking of key patient health indicators including blood pressure, BMI, and laboratory results supporting Baylor College of Medicine research on testosterone pellet therapy in women.
• Maintain data accuracy and reporting integrity across EMR and clinical documentation systems used for patient care and research participation.

Systems Implementation & Workflow Design

• Led EMR migrations and system integrations from
• Implemented HIPAA-compliant internal and external communication systems to improve clinical coordination and patient communication.
• Continuously design and deploy new operational workflows to support evolving treatment protocols and new clinical technologies.

Business Growth & Program Strategy

• Oversee membership program operations, driving patient enrollment, retention, and recurring revenue growth.
• Collaborate with physician leadership on pricing strategy and service packaging, evaluating market demand, treatment utilization, and competitive positioning.
• Analyze competitor offerings, pricing models, and patient demand trends to inform service expansion and marketing strategy.
• Partner with leadership on marketing initiatives and patient acquisition strategies to support sustained practice growth.

Supported operational coordination across six dermatology clinic locations, ensuring efficient patient flow, clinical scheduling, and quality compliance across high-volume specialty care environments.

Multi-Site Clinical Operations

• Coordinated daily operations across six clinic locations, supporting dermatologic surgery, cosmetic procedures, and general dermatology services.
• Managed high-volume provider schedules and clinical workflows, coordinating 100+ patient appointments weekly while balancing surgical procedures, consultations, and urgent care visits.
• Served as liaison between front office, clinical staff, and providers to maintain efficient patient flow and minimize scheduling disruptions.

Population Health & Quality Metrics

• Monitored and supported compliance with MIPS quality reporting measures, ensuring capture of required patient data including smoking status, BMI, preventive care indicators, and vaccination documentation.
• Designed and implemented compliance tracking checklists and workflow protocols that reduced CLIA compliance errors by 87%, improving clinical documentation accuracy and quality reporting performance.

Digital Patient Communication & Engagement

• Utilized Klara patient communication platform to support appointment reminders, patient messaging, and care coordination between providers and patients.
• Assisted in coordinating patient outreach and follow-up communication to maintain treatment continuity and patient satisfaction.

Care Coordination & Patient Navigation

• Coordinated referrals, post-operative follow-ups, and specialist communication to ensure continuity of care across multiple treatment settings.
• Served as primary point of contact for patients requiring additional support navigating treatment plans, scheduling, or clinical documentation.

Administrative & Operational Support

• Maintained accurate EMR documentation and patient data integrity in compliance with HIPAA standards.
• Supported supply chain coordination and vendor communication to ensure clinical inventory availability across locations.

Managed clinic-level operations for two rheumatology infusion centers providing complex biologic and immunotherapy treatments. Served as the primary operational liaison between patients, physicians, infusion nurses, and insurance providers to ensure timely treatment access and continuity of care.

Infusion Program Operations

• Coordinated daily infusion schedules for 6–12 patients per day across two infusion sites, supporting treatment programs for complex autoimmune conditions.
• Managed scheduling and clinical coordination for biologic and specialty therapies including Remicade, Rituxan, Actemra, Orencia, Prolia, Ocrevus, Entyvio, Stelara, Simponi Aria, IVIG, Cimzia, Cosentyx, Gammagard, and Inflectra.
• Maintained multi-platform documentation to ensure accurate clinical records, treatment scheduling, and billing compliance.

Patient Enrollment & Access to Care

• Served as primary contact for patients navigating specialty infusion treatments, coordinating benefits verification, treatment approvals, and scheduling to prevent therapy delays.
• Facilitated enrollment into manufacturer copay assistance programs and charitable patient assistance foundations, improving treatment affordability and access.

Payer Coordination & Authorization Management

• Managed prior authorization submissions and appeals directly with insurance providers, ensuring timely approval of high-cost biologic therapies.
• Coordinated closely with providers and infusion nurses to align authorization timelines with infusion scheduling.

Care Coordination & Treatment Continuity

• Documented and monitored missed infusion appointments, coordinating follow-up communication and rescheduling to maintain treatment continuity.
• Maintained constant communication with physicians, nurses, pharmaceutical representatives, and payers to ensure seamless infusion program operations.

• Verified insurance eligibility, obtained authorizations, and resolved claim denials while coordinating between billing, front desk, and clinical teams.
• Maintained accurate EMR documentation and patient records in compliance with HIPAA standards.