Michele Brown
Boynton Beach,FL
Summary
Results-oriented Operations Manager with extensive experience in healthcare, hospitality, marketing, and business development. A dynamic team player and leader, skilled at motivating staff to achieve peak performance. Proven ability to multitask effectively, specializing in staff training and recruitment, consistently fostering exceptional customer service and satisfaction. Regularly surpasses sales targets. Expert in system and process implementation, enhancing operational efficiency and effectiveness. Possesses keen insight into stakeholder needs and perspectives, adept at identifying issues and devising innovative solutions.
Overview
16
16
years of professional experience
Work History
Practice Manager
Inspire Aesthetics
Delray Beach & Fort Lauderdale, Florida
02.2023 - Current
- Manage operations for a premier, multi-location, multi-surgeon elective plastic surgery and med spa practice with on-site Class 3 ambulatory surgery facilities.
- Evaluated practice workflows regularly to identify areas for improvement and implement necessary changes efficiently.
- Implemented new electronic health record system, leading to increased efficiency in patient data management.
- Provided on-site training and support during go-live implementations at other practices within the MSO (Inspire Aesthetics Group).
- Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in & out processes.
- Revised treatment models and pricing for all med spa and surgical services.
- Identified opportunities for additional services or expansion within the practice based on market research analysis.
- Oversaw accounting, budgeting, and financial reporting.
- Ensured compliance with healthcare regulations, maintaining up-to-date knowledge on industry standards and best practices.
- Ensured compliance to QuadA standards as a Class C ambulatory surgery center including successful reaccreditation surveys for both practice locations.
- Maintained all provider credentials in compliance with hospital, state and regulatory requirements.
- Collaborated with marketing teams to implement practice rebranding and a complete website redesign that effectively highlighted the practice's unique offerings.
- Spearheaded initiatives aimed at improving community relations, including hosting events such as health fairs or seminars on relevant topics in healthcare management.
- Restructured job roles and descriptions to optimize practice model and organizational efficiency.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
- Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
Practice Manager
Advanced Dermatology and Cosmetic Surgery
Boca Raton, Florida
12.2021 - Current
- Operations management of high-volume dermatology practice with services including general dermatology, MOHS surgery and cosmetic/aesthetic treatments and therapies.
- Oversee financial processes and track data for operational review including yearly budget analysis, forecasting and P&L.
- Assess need for additional staff, equipment and services based on historical data and seasonal trends.
- Ensure the needs and expectations of patients are being met with both quality care and exceptional customer service.
- Execute weekly and monthly inventory control to maintain supply par levels in medical and aesthetic services as well as retail products.
- Serve as liaison to community and other healthcare providers to promote professional relationships and practice growth
- Consult with clinicians to plan and execute special events and promotions for aesthetic and cosmetic services.
- Continuous education to maintain latest service and product knowledge to answer patient questions, share benefits and increase sales.
Director of Operations
MEDICAID EXCEL
12.2019 - 12.2021
- Start-up company specializing in the Florida Medicaid application process for both community & long- term care-based residents
- Secured contract with an 8-facility long term care organization to facilitate their residents' Medicaid applications as well as streamline their internal process improving turnaround time to a 40-day average
- Oversaw an administrative team working with facility management, residents, caregivers & case managers to navigate the complexities of the application process
- Partnered with 2 attorneys specializing in long term care, elder law and estate planning to work with residents and caregivers to establish trusts and guardianships when needed
- Exclusive contract with "OneStopShop", a patient advocacy service that helps to secure consistent long-term care and avoid hospital readmissions
- Currently averaging 15 new clients per month through this partnership.
General Manager
MOONDOG CAFÉ & BAKERY
Key West, FL
09.2018 - 12.2019
- All operational responsibilities for high-volume mid-range restaurant serving breakfast, lunch & dinner with 4.5 million total revenue with profit of 1.2 million within first year of opening
- Recruit, hire, train, and coach over 40 staff members on customer service skills, food and beverage knowledge, sales, and health and safety standards
- Creative direction over all food and beverage menus including main dining, bakery and bar
- Manage overall costs through controls on labor, overtime, operational efficiencies, and inventory usage
- Responsible for financial operations including cash handling, audits, daily batch reporting and reconciliation
- Consistently exceed monthly sales goals by training FOH staff on upselling techniques and by creating a featured food and beverage program
- Manage all social media accounts, engagement & campaigns
- Started at #237 restaurant in Key West, FL on TripAdvisor and moved to #2 within first year, 4.9 overall Google rating & #4 overall on Yelp
- Awarded Best New Restaurant, Best Outdoor Dining, Best Bakery, Best Burger & Best Breakfast by local/regional news outlets, Trip Advisor & several bloggers.
Spa Manager
PIER HOUSE RESORT & SPA
Key West, FL
12.2017 - 10.2018
- Initiated and maintained top of industry hospitality and spa service standards through protocol, staff education, troubleshooting, resolution and support to all guests
- Trained newly hired reception and booking staff on all spa software necessary to perform daily functions
- Maintained spa inventory & supply orders for both treatments and retail sales
- Reconciled invoices for vendor payment and proper accrual on P&L
- Ensured that all industry standard cleanliness procedures were followed
- Participated in monthly resort guest experience advisory panel
- Acted as host for special events & parties held at resort including Key West Songwriters Festival, Fantasy
- Fest & Key West Powerboat Races
Credentialing Manager
TREASURE COAST COMMUNITY HEALTH, INC
Vero Beach, FL
07.2016 - 06.2017
- Oversee and execute contracting, credentialing and provider enrollment for multi-specialty, multi- location Federally Qualified Health Centers in Indian River County providing dental, medical and behavioral health services
- Responsible for both organizational and individual provider enrollments and contracting with Medicare,
- Medicaid and numerous health plans
- Participate in recruitment, interviewing and onboarding of all physicians and licensed health providers.
Practice Manager
VISITING PHYSICIANS ASSOCIATION
Jacksonville, FL
06.2013 - 04.2016
- Managed all aspects of practice operations including hiring and training of providers and office staff, payroll, budgets and supply inventory and ordering
- Grew patient base from 1300 to 1600+ within first year
- Expanded practice model into new markets including Gainesville, Tampa, Orlando and Fort Lauderdale
- Increased practice revenue by 28.5 % within year 2 by discovering missed opportunities with current patients
- Identified and applied internal process improvements to maximize financial viability and profitability
- Developed and maintained relationships with patients and caregivers by ensuring a high-standard of communication and follow-up with patient care coordinators and office support staff
- Promoted continuity of care for patients through partnerships with specialists and healthcare support services.
Business Office Manager
IPC THE HOSPITALIST COMPANY
Jacksonville, FL
12.2008 - 05.2012
- Managed staff and operations of the business office for 46 full-time physicians, 12 mid-levels and 22 moonlighter hospitalists that generated 22,000-27,000 patient encounters per month in 6 hospitals, 3 long-term acute care facilities and 22 skilled nursing facilities
- Responsible for acquiring and maintaining the hospital, Medicare, Medicaid and managed care credentials of all providers
- Worked closely with leadership at all hospitals and facilities to ensure satisfaction with physician service
- Oversaw all aspects of event planning: private dinners and cocktail parties, large-scale events and receptions, tradeshows and fairs, community events, etc
- Designed and developed marketing materials and promotional tools including monthly newsletters, target marketing campaigns and patient satisfaction surveys.
Education
BACHELOR OF SCIENCE - Communications
FLORIDA STATE COLLEGE
Skills
- Healthcare Operations Management
- EMR, Spa/Salon Software and POS Systems
- Policy and Procedure Development
- Profit & Loss
- Budget Planning
- Staffing and Sales Reporting
- Workflow Management
- Training & Development
- Customer Service Best Practices
- Inventory & Supply Management
- Health Code Compliance
- Schedule Management
- Project Implementation
- CRM Management
- Website Management
- Compliance Monitoring
Timeline
Practice Manager
Inspire Aesthetics
02.2023 - Current
Practice Manager
Advanced Dermatology and Cosmetic Surgery
12.2021 - Current
Director of Operations
MEDICAID EXCEL
12.2019 - 12.2021
General Manager
MOONDOG CAFÉ & BAKERY
09.2018 - 12.2019
Spa Manager
PIER HOUSE RESORT & SPA
12.2017 - 10.2018
Credentialing Manager
TREASURE COAST COMMUNITY HEALTH, INC
07.2016 - 06.2017
Practice Manager
VISITING PHYSICIANS ASSOCIATION
06.2013 - 04.2016
Business Office Manager
IPC THE HOSPITALIST COMPANY
12.2008 - 05.2012
BACHELOR OF SCIENCE - Communications
FLORIDA STATE COLLEGE