MARIA NICHOLS
Senior Healthcare Operations Manager/Administrator
Bridgewater,MA
Summary
Focused Healthcare Administrator with proven record of outperforming patient satisfaction objectives, exceeding service standards and outpacing performance goals. Solid clinical and administrative operations background with in-depth knowledge of related practices and market fluctuations. Motivated, team-oriented and enthusiastic about using skills to boost employee and patient satisfaction.
Overview
12
12
years of professional experience
Work History
Senior Practice Consultant
Brigham & Women's Hospital
Boston, MA
11.2020 - 03.2021
- Evaluated diverse organizational systems to identify workflow, communication and resource utilization issues.
- Leveraged business tool expertise to develop and deploy customer interfaces.
Program Manager
Hematology, Oncology and Infusion Services, Steward Medical Group
Brockton, MA
11.2014 - 11.2019
- Consistently grew practice volume by making proactive adjustments to operations, increased patient access with efficient new triage protocols and the addition of key staff members.
- Worked collaboratively with vendors to assess contracts and terms, negotiating pricing and fees, maintain tight cost controls to maximize clinical efficiency.
- Addressed and resolved technical, financial and operational concerns by working with team members, directors and practice stakeholders while ensuring the continuation and enhancement of services.
- Developed and executed long-range plans for quality and patient safety protocols, creating a safe work environment for all staff and patients.
- Collaborated cross-functionally across several departments and organizations to ensure smooth and efficient clinical program.
- Identified necessary technology and process improvement projects, balanced technology implementation with business needs of the organization and clinical practice in a strategic manner which optimized overall project cost and timeline.
- Coached team members on productivity strategies, policy updates and performance improvement plans to accomplish mission focused goals.
- Worked in conjunction with department Financial Analysts and Revenue Cycle Performance Manager to continually assess and maintain our gross service patient revenue goals.
Practice Manager
PT and OT Outpatients Services, Mass General Hospital
Boston, MA
08.2012 - 11.2014
- Created and implemented organizational policies and procedures for one of the most recognized Physical and Occupational Therapy practices in the Northeast.
- Effectively managed five separate clinical locations with 25 FTE direct reports.
- Served as department representative for the Partners’ $1B EPIC Electronic Medical Record implementation.
- Assisted with regulatory and compliance matters.
- Developed strong, collaborative working relationships with administrative and clinical staff.
- Provided consistent support and mentorship to staff which ensured successful process improvements and markedly increased clinical efficiency.
Director
Brockton Neighborhood Health Center
Brockton, MA
10.2011 - 08.2012
- Created a positive and dynamic work environment by building a strong, diverse team with an emphasis on professional development and empowerment.
- Provided administrative leadership in a large, well established, multi-cultural community healthcare center environment.
- Key member of the Senior Management Team, responsible for managing day to day administrative activities as well as overall support of the health center operations.
Operations Manager
Breast Oncology, GYN and Sarcoma, DanaFarber Cancer Institute
Boston, MA
11.2007 - 08.2011
- Managed daily operations for multi-disciplinary Medical Oncology, Surgical and Radiation Oncology practices.
- Oversight of annual budget with effective controls to prevent overages, minimize burn rate and support sustainable objectives.
- Managed a team of 30+ clinical and administrative staff.
- Developed, implemented and optimized internal policies to maintain efficiency and responsiveness to patient, clinic and provider demands.
- Implemented policies and standardized operating procedures for continuous improvement.
- Strengthened performance metrics tracking and analysis to enhance tactical and strategic operations.
- Served as pilot clinic department for several technology improvement implementations.
- Consistently achieved highest scores in customer and employee satisfaction, often exceeding Institute and national healthcare goals.
- Established operational objectives and work plans, delegated assignments, mentored Team Leads, Clinic Assistants and Clinical Administrative Support Specialists.
Education
MBA - Healthcare Administration
Southern New Hampshire University
Bachelor of Science - Healthcare Management/Administration
Fisher College
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Skills
Performance Managementundefined
Timeline
Senior Practice Consultant
Brigham & Women's Hospital
11.2020 - 03.2021
Program Manager
Hematology, Oncology and Infusion Services, Steward Medical Group
11.2014 - 11.2019
Practice Manager
PT and OT Outpatients Services, Mass General Hospital
08.2012 - 11.2014
Director
Brockton Neighborhood Health Center
10.2011 - 08.2012
Operations Manager
Breast Oncology, GYN and Sarcoma, DanaFarber Cancer Institute
11.2007 - 08.2011
Bachelor of Science - Healthcare Management/Administration
Fisher College
MBA - Healthcare Administration
Southern New Hampshire University
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