Margarita Hebert
Summary
Healthcare professional with strong background in managing patient access operations, committed to improving patient experience and operational efficiency. Skilled in leading cross-functional teams to achieve high performance and adaptability in dynamic healthcare settings. Known for strong organizational skills, budget management and effective communication, ensuring seamless coordination and patient care.
Overview
28
28
years of professional experience
Work History
Director of Patient Access
Yale Medicine
01.2022 - Current
- Enhanced operational efficiency by streamlining patient appointment scheduling processes and reducing wait times.
- Ensured accurate patient information by coordinating with clinical staff for verification.
- Improved onboarding experience for new hires by developing comprehensive training materials.
- Monitored scheduling workflows, optimizing timely appointments and resource allocation across departments.
- Led process improvement initiatives, resulting in higher patient satisfaction scores.
- Analyzed access metrics, providing insights for operational enhancements and trend identification.
- Resolved customer inquiries through effective communication and problem-solving techniques.
- Led a team in call center answering over 7000 calls per day, ensuring timely and accurate appointment scheduling.
- Maintained detailed records of customer interactions using CRM software for future reference.
- Assisted in creating training materials that improved onboarding efficiency for new hires.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Regional Director of Operations
Yale Medicine
01.2018 - 01.2022
- Enhanced operational efficiency by optimizing workflows across multiple practices.
- Developed strategic initiatives to boost service delivery and customer satisfaction.
- Implemented performance metrics, driving continuous improvement in regional productivity.
- Mentored 8 regional managers to promote best practices in operations management.
- Analyzed market trends, identifying expansion opportunities and operational enhancements.
- Established training programs that improved compliance and operational knowledge across teams.
Finance Manager
American Centerless Grinding
01.2012 - Current
- Streamlined financial processes to enhance operational efficiency and reduce turnaround times.
- Ran cashflow reports, end of year sales and quarterly earnings.
- Directed financial planning and analysis to support strategic decision-making which resulted in a 20% increase in sales.
Practice Manager of Operations
Hartford Healthcare
01.2016 - 01.2018
- Enhanced operational efficiency through streamlined workflows across departments throughout Connecticut.
- Developed training programs, elevating service delivery standards on over 150 staff members.
- Identified process improvement areas by analyzing performance metrics and reducing costs.
- Executed strategic initiatives by leading cross-functional teams aligned with organizational goals.
- Ensured budget alignment with financial objectives through effective oversight of processes.
- Optimized vendor contracts for quality service delivery and cost efficiency.
Practice Manager
Franklin Medical Group
01.1998 - 01.2018
- Enhanced patient care delivery by streamlining operational workflows and increasing staff efficiency.
- Increased data accuracy and accessibility by implementing electronic health record systems.
- Cultivated a culture of improvement by developing training programs for new staff.
- Aligned resource allocation with goals through effective budget management oversight.
- Optimized patient treatment plans by coordinating multidisciplinary teams for improved service quality.
- Improved patient satisfaction scores through analysis of performance metrics and strategic initiatives.
Education
MBA - Organizational Leadership
Post University
Waterbury, CT06-2017
Bachelor of Science - Health Administration
University of Phoenix
Tempe, AZ02-2016
Skills
- Effective written and verbal communication
- HIPAA compliance
- Effective problem solving
- Team management
- Adaptability and flexibility
- Decision-making
- Time management
- Attention to detail
- Critical thinking
- Operations management
- Strategic planning
- Budget planning
Timeline
Director of Patient Access
Yale Medicine
01.2022 - Current
Regional Director of Operations
Yale Medicine
01.2018 - 01.2022
Practice Manager of Operations
Hartford Healthcare
01.2016 - 01.2018
Finance Manager
American Centerless Grinding
01.2012 - Current
Practice Manager
Franklin Medical Group
01.1998 - 01.2018
MBA - Organizational Leadership
Post University
Bachelor of Science - Health Administration
University of Phoenix