Volunteering, Hiking, Running
Miatta Moore
Master Public Health
San Francisco,CA
Summary
Knowledgeable Service Operations Manager with excellent conflict resolution and problem-solving abilities demonstrated across 20-year career history. Keeps operations running at peak efficiency, quality and performance. Excellent communication and coordination skills. Skilled at improving processes, maximizing team productivity and reducing costs to achieve sustainable operations. Proficient with employee motivation and retention strategies, budgeting, supply management and patient services. Develop and lead productive and efficient team.
Overview
20
20
years of professional experience
3
3
years of post-secondary education
2
2
Certificates
Work History
Service Unit Non- RN Manager
Kaiser Permanente
Oakland, CA
12.2017 - Current
- Pediatric Development Disabilities/ Neuro-developmental Conditions
- Operations Oversight: Performance and Process Improvement with Behavioral Health Manager, Supervisor and Consultants
- Manage members escalations from team and develop standardized operations among team sub-groups to include meetings facilitation, communication
- Quality Audit program for continuous improvement, opportunities, and recognition of staff on deliverables
- Coaching of staff, problem -solving and performance management of direct reports
- Compliance and Workplace Safety oversight for department – implement safety practices in coordination with regional goals and practices
- Successful implementation of training manual for administrative staff and revised workflow processes for efficiency in collaboration with Data and Education Consultant
- Successful redistribution of 5600 caseload geographically amongst 8 Operations Specialists
- Resolved conflicts and negotiated mutually beneficial agreements between parties
- Led projects and analyzed data to identify opportunities for improvement
- Developed and implemented performance improvement strategies and plans to promote continuous improvement
- Developed team communications and information for meetings
- Developed and maintained courteous and effective working relationships
- Managed on-site evaluations, internal audits and customer surveys
- Conducted research, gathered information from multiple sources and presented results
- Maintained energy and enthusiasm in fast-paced environment
- Prepared variety of different written communications, reports and documents to ensure smooth operations
- Participated in team-building activities to enhance working relationships
- Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity
- Offered friendly and efficient service to customers, handled challenging situations with ease
- Adhered to social distancing protocols and wore mask or face shield
Manager Administrative Services
Kaiser Permanente
Oakland, California
07.2015 - 12.2017
- Manage staff mix of 20 Administrative Service Coordinators and Operations Specialists for coordination of services provided to members for developmental delays with focus on Autism
- Plans and coordinates weekly/monthly administrative meetings for process improvement, staff developments, and operational needs
- Promotes team environment and provides work direction and guidance including coaching, professional development, and training
- Resolves workplace grievances
- Work in collaboration with Behavioral Health manager to ensure efficient operations and productive work relationships across teams
- Reviews department overall performance to ensure quality and/or quantity goals are met
- Develops and oversees operating and customer service procedures
- Serves as liaison between management, departments, and members for delivery of services
- Resolves problems and complaints from vendors or members
- Ensures compliant with department/organization policies/procedures
- Conducts training sessions for professional development, systems training and train-the-trainer program
- Assists director with development of short and long-range departmental goals and objectives
- Accomplishments:
- Reduce errors by implementing audit process for quality assurance by 15%
- Review staffing needs and hire to fill vacancies resulting in performance improvement and staff satisfaction by 10%
- Cross-trained staff for coverage.
- Established and developed strong administrative team by delivering ongoing coaching and motivation and fostering career advancement
- Trained employees in company and regulatory compliance requirements to promote conformance
- Kept operations in compliance with regulations by developing and directing effective internal systems
- Monitored and evaluated personnel performance to complete annual reviews, recommend advancement or address productivity concerns
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
- Established workflow processes, monitored daily productivity and implemented modifications to improve overall performance of personnel
- Developed internal requirements and standards to minimize regulatory risks and liability across programs
- Completed bi-weekly payroll for 50 employees
Supervisor Administrative Services
Kaiser Permanente, Mateo
South San Francisco, California
09.2008 - 07.2015
- Directs and supervises five non-exempt employees engaged in administrative process activities within 3 separate functional areas of pharmacy
- Conducts data analyses for compliance, evaluations, training, and license, and produces monthly management reports
- Identifies, coordinates, and implements projects/programs to improve quality and cost-effectiveness of operations
- Schedule and facilitate meeting for administrative staff and pharmacy leadership team
- Provides support and advice to management
- Highlight:
- Lead and provide supervision to Senior Staff Assistants and manage work processes; Provide support to Pharmacy Leadership team including Area Director
- Serve as liaison between Regional and Local pharmacy operation on projects, training and administrative processes
- Coordinate implementation of projects and guidance on performance and action plan
- Manage hiring, salary determination and performance evaluation processes of administrative staff
- Work with managers and directors on variance, financial analysis, and recommend solutions
- Work as liaison between local HR, Regional Offices and management team on problem solving and project management
- Monitor effectiveness and institute work process to improve efficiency with admin team
- Facilitates meetings, interviews, events, and other similar activities for Area Pharmacy, and provide support to management team
- Facilitate / coordinate training sessions for professional development – work with labor management to improve managing attendance for pharmacy staff across service area
- Work with managers and administrative staff to ensure 100% compliant- consistently for 4 years, evaluations, and license for pharmacy staff across service area
- Interact with all levels of management and communicate expectations for projects and assist in operational planning under Area Director’s leadership: Initiate cross-training amongst admin staff across multiple service line
- Read, understood and applied federal regulations and laws relating to operations
Assistant Office Supervisor
Tri Valley Orthopedic Specialists
San Ramon, California
01.2001 - 01.2008
- Directs and supervise day-to-day front office operations in Outpatient setting; manage budget, and developed training program for new hires
- Manage hiring, evaluations and provide guidance on operational and risk management issues
- Serve as liaison between physicians and patient on issues relating to service.
- Saved $ 4,000 by implementing cost-saving initiatives that addressed long-standing problems
Education
Master of Public Health - Public Health
Grand Canyon University
Phoenix, AZ 01.2010 - 11.2012
Bachelor of Science - Human Services Management
University of Phoenix
Tempe, AZSkills
Staff leadership
Training and mentoring
Hiring and recruitment
Relationship building and retention
Staff Management
Project oversight
Multidisciplinary team collaboration
Wellness services
Team Building
Staff assignments
Quality assurance
Certification
The Permanente Medical Group- Negotiating to Yes
Interests
Timeline
Service Unit Non- RN Manager
Kaiser Permanente
12.2017 - Current
Manager Administrative Services
Kaiser Permanente
07.2015 - 12.2017
Master of Public Health - Public Health
Grand Canyon University
01.2010 - 11.2012
Supervisor Administrative Services
Kaiser Permanente, Mateo
09.2008 - 07.2015
Assistant Office Supervisor
Tri Valley Orthopedic Specialists
01.2001 - 01.2008
Bachelor of Science - Human Services Management
University of Phoenix