Leah Williams
Aldie,VA
Summary
Accomplished and pragmatic professional with a comprehensive background in administrative management, operations management, business management, mentoring, customer service, and human resources. Possesses an instinctive eye for identifying opportunities to improve efficiency and productivity. Thrives in diverse, challenging, and fast-paced environments. Aims to utilize dynamic communication and organization skills to achieve organizational initiatives. As an astute Business Operations Manager, focuses on supporting cross-functional teams to increase customer satisfaction through process improvements. Respected professional with exceptional knowledge of developing strategic plans for service excellence.
Overview
19
19
years of professional experience
Work History
Operations Manager Inpatient
INOVA LOUDOUN HOSPITAL EMERGENCY DEPARTMENTS
03.2024 - Current
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked 150+ employee's attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Business Operations Manager
INOVA SCHAR HEART AND VASCUALR
07.2023 - 03.2024
- Leads and coordinates key functional services to support department objectives and organizational goals
- Practice liaison for all business matters
- Promotes an excellent client experience by managing best practice and client service delivery that supports optimal quality client/family, customer and population outcomes
- Ensures compliance with policies, procedures, standards, and budgetary specifications, including time management, supply management, productivity, and accuracy of practice
- Participates in customer satisfaction and process improvement activities to optimize program functioning and customer service
- Demonstrates effective problem solving and decision-making skills; serves as a change agent, resource, mentor and role model
- Ensures efficient office operations to include facility use; repairs; security; communications; scheduling; payroll and overall day-to-day operations
- Collaborates with other Inova departments and outside providers/programs to address/resolve financial and cost management issues
- Develops and fosters relationships with community partners and members of the Inova Health System to achieve service line goals
- Assists the clinical team to provide people-centered, high quality services
- Identifies opportunities and assists leadership with program development and reviews for new programs to mutually accepted performance and operational guidelines
- Provides weekly, monthly, quarterly and annual reports, performance metrics, financial performance and outcomes to assist in program evaluation, development, and planning
- Collaborates with colleagues and leadership to identify opportunities to optimize revenue, contain cost, improve outcomes and develop partnerships
- Implemented electronic medical records and scheduling system in the practice
- Patient Developed and implemented a team in a specialized practice with high standards and goal oriented to patient care and satisfaction.
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
Practice Manager
INOVA PHYSCIAN ENTERPRISE NEUROSURGERY
08.2018 - 07.2023
- Manage and lead 36 direct reports
- Manage 3 Managers
- Manage 7 office locations
- Recruiting, Onboarding and Hiring of new providers and team members
- Liaison for 12+ vendors, for medical and office supplies
- Operations manager for specialized practice with high standards to improve patient care and satisfaction
- Analyzed delivery artifacts and process documentation for improvements
- Patient Access (Project team)
- Participant in a Leadership kickoff program and Spine/Neurosurgery patient operations process project
- Developed and implemented organizational policies and procedures for a sub specialty practice
- Managed and consulted with staff, Physicians and patients with a focus on assessing operational function, process, continuity, effectiveness, and transparency created standardized templates, guides, and tools needed for, tracking patient files
- P&L
- Broad working knowledge with staff education and meetings
- Broad working knowledge with insurance claims for services provided including Medicaid and Medicare, accounts payable and receivable processing, patient chart of accounts accounts, and patient delinquent and collection accounts, data entry with detail, employee benefits, human resource records
- Broad working knowledge with expansion of practice locations and opening new locations.
Practice Manager
FAUQUIER HOSPITAL PHYSCIAN SERVICES
11.2017 - 08.2018
- Managed and lead 12 direct reports
- Onboarding and Hiring of Team members
- Liaison for 10+ vendors, for medical and office supplies
- Operations manager for specialized practice with high standards to improve patient care and satisfaction
- Analyzed delivery artifacts and process documentation for improvements
- Implementation of Athena EMR System
- Developed and implemented organizational policies and procedures for a sub specialty and Family practice
- Managed and consulted with staff, Physicians and patients with a focus on assessing operational function, process, continuity, effectiveness, and transparency created standardized templates, guides, and tools needed for, tracking patient files
- Broad working knowledge with staff education and meetings
- Patient Access
- Broad working knowledge with insurance claims for services provided including Medicaid, accounts payable and receivable processing, patient chart of accounts accounts, and patient delinquent and collection accounts, data entry with detail, employee benefits, human resource records.
Practice Manager
NATIONAL SPORTS MEDICINE INSTITUTE
08.2016 - 11.2017
- Managed and lead 20 direct reports
- Onboarding and Hiring of Team members
- Liaison for 15+ vendors, involving negotiation of contracts for medical and office supplies
- Operations manager for specialized practice with high standards to improve patient care and satisfaction
- Analyzed delivery artifacts and process documentation for improvements
- Developed and implemented organizational policies and procedures for a sub specialty practice
- Managed and consulted with staff, Physicians and patients with a focus on assessing operational function, process, continuity, effectiveness, and transparency created standardized templates, guides, and tools needed for, tracking patient files
- Broad working knowledge with staff education and meetings
- Broad working knowledge with insurance claims for services provided including Medicaid, accounts payable and receivable processing, patient chart of accounts accounts, and patient delinquent and collection accounts, data entry with detail, employee benefits, human resource records.
Practice Administrator
VIRGINIA HEAD AND NECK SURGEONS
11.2005 - 08.2016
- Managed and lead 6 direct reports
- Practice liaison for all business matters
- Recruiting, Onboarding and Hiring of providers and team members
- Liaison for 15+ vendors, involving negotiation of contracts for office and medical supplies
- Managed and consulted with a focus on assessing operational function, process, continuity, effectiveness, and transparency
- Developed and implemented organizational policies and procedures for a sub specialty practice in pediatric otolaryngology
- Implemented electronic medical records and scheduling system in the practice
- Patient Developed and implemented a team in a specialized practice with high standards and goal oriented to patient care and satisfaction
- Lead risk assessments and advise department heads on implementation of plans to maintain compliance and safety regulations
- Assisted with patient care, including patient intake, prescription ordering, and office procedures
- Broad working knowledge with detailed data entry, insurance claims for services provided including Medicaid, patient chart of accounts, and patient delinquent, collection accounts, accounts payable and receivable processing within QuickBooks, employee benefits, human resource records and ADP payroll
- Access
- Analyze delivery artifacts and process documentation and recommend operational process improvements
- Created standardized templates, guides, and tools needed for, tracking patient files
- Provider credentialing and renewal credentialing for health plans, managed care organizations and third party payers according to plan specifications and regulations
- Developed medical practice to track 25,000 patients with 2 million dollars in yearly revenue
- Implemented a collections policy that decreased collections to less than 10% of patient population
- Broad working knowledge with staff and patient education.
Education
National Certified Medical Assistant -
MedCA
Ashburn, VA08.2011
Masters in Health Administration Management -
Walden University
Minneapolis, MN02.2023
Bachelor of Science - Health Administration
Rochester Institute of Technology
Rochester, NY03.2009
Skills
- Regulatory Compliance
- Leadership/ Leading staff through change
- Organizational systems and policy management
- Experience in facilitating vendor relationships
- Patient Care Development
- Highly analytical
- Detail oriented
- Natural communicator
- Continuous Improvement
- Cross-Functional Collaboration
Timeline
Operations Manager Inpatient
INOVA LOUDOUN HOSPITAL EMERGENCY DEPARTMENTS
03.2024 - Current
Business Operations Manager
INOVA SCHAR HEART AND VASCUALR
07.2023 - 03.2024
Practice Manager
INOVA PHYSCIAN ENTERPRISE NEUROSURGERY
08.2018 - 07.2023
Practice Manager
FAUQUIER HOSPITAL PHYSCIAN SERVICES
11.2017 - 08.2018
Practice Manager
NATIONAL SPORTS MEDICINE INSTITUTE
08.2016 - 11.2017
Practice Administrator
VIRGINIA HEAD AND NECK SURGEONS
11.2005 - 08.2016
Bachelor of Science - Health Administration
Rochester Institute of Technology
National Certified Medical Assistant -
MedCA
Masters in Health Administration Management -
Walden University
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