Mila Grande
Windham,NH
Summary
Experienced Regional Director of Operations skilled in strategic planning, team leadership, and business development. Proven track record of driving operational efficiency, managing large-scale projects, and overseeing cross-functional teams. Achievements include enhancing operational systems and implementing cost-saving strategies. Known for leveraging strong negotiation skills to establish profitable vendor relationships.
Overview
16
16
years of professional experience
Work History
Regional Operations Director
Adult & Pediatric Dermatology
Acton, Massachusetts
01.2021 - Current
- Manage day-to-day operations of 10 dermatology practices with locations in Massachusetts and New Hampshire with 20 clinicians and over 100 support staff
- Accountable for administrative operational performance of all locations, including achievement of exceptional service, quality, financial and staff performance goals
- Facilitate communication and flow of information between and among locations, with leadership, teammates, and clinicians
- Assist in hiring, establish performance goals, support and coordinate training and development, and evaluate performance of direct reports in collaboration with Human Resources
- Drive strategic growth initiatives in all facets of clinical operations
- Prepare and present monthly, quarterly, and annual statements, analyses, and reports of operations and finances
- Maintain compliance in areas such as OSHA, HIPAA, CLIA etc; assist in updating Policies & Procedures
- Manage escalated patient and teammate grievances, incident reports, and legal actions
- Coordinate multiple office functions that focus on computerized scheduling, patient records, data management, billing, payment plans with demonstrate knowledge of payor contracts
- Schedule and oversee repairs/installations/maintenance activities
- Oversee all purchasing, including medical equipment, computer hardware and software, consumables, furnishings, and disposables; negotiate third-party contracts for maximal reimbursement
- Manage relationships with outside contractors and service providers
- Manage relationships with referral sources, local affiliates, and hospital organizations
Practice Manager
Adult & Pediatric Dermatology
Stoneham, MA
01.2019 - 01.2021
- Coordinated staff recruitment, training, and scheduling activities.
- Monitored compliance with HIPAA regulations concerning patient privacy rights.
- Managed vendor relationships for supplies and services related to the practice.
- Resolved escalated customer service issues in a timely manner while maintaining a high level of professionalism.
- Supported entire practice's staff, which boosted efficiency and improved overall process flow.
- Conducted regular meetings with staff to discuss operational issues and ensure proper communication between departments.
- Oversaw all aspects of day-to-day practice operations including front desk reception, appointment scheduling, billing and coding, insurance verification.
- Ordered supplies needed and kept tabs on inventory levels.
Front Desk Supervisor
Mystic Valley Dermatology Associates
Stoneham, Massachusetts
01.2017 - 01.2019
- Greeted and welcomed guests in a friendly, professional manner.
- Monitored the front desk staff to ensure proper customer service was provided.
- Resolved customer complaints promptly and efficiently.
- Created weekly schedules for front desk staff according to business needs.
- Managed guest check-in and check-out procedures, reservations and payments.
- Mentored new staff on correct procedures, compliance requirements and performance strategies.
Administrative Assistant
Mystic Valley Dermatology Associates
Stoneham, MA
01.2015 - 01.2017
- Greeted patients, verified insurance coverage and collected copayments.
- Answered phones, scheduled appointments, and provided general information to callers.
- Prepared patient charts for upcoming appointments, including collecting patient history forms and other relevant documents.
- Entered patient demographic information into the Electronic Health Records system.
Customer Service Representative
Tavistock Hospitality Group
01.2009 - 01.2015
- Demonstrated consistently high level of customer service and professionalism within a fast-paced, corporation-structured environment
- Was in a consistently good standing with the management team and coworkers, exhibited leadership skills, reliability and dedication to the company's philosophy
- While employed at Tavistock, I was part of ownership transition and remained a dedicated employee
- The position demanded great multitasking skills and superb customer services skills in dealing with stressful and challenging situations
Operations Representative
Boston Logan International Airport
Boston, Massachusetts
01.2011 - 01.2013
- Greeted customers and provided them with assistance during check-in process.
- Managed customer complaints regarding flight delays, cancellations, and other issues.
- Provided ticketing services to passengers according to airline guidelines.
- Verified passenger identification documents such as passports, visas, and driver's licenses.
- Coordinated with airlines to ensure proper seating arrangements for passengers.
- Collaborated with ground staff to ensure smooth operation of airplanes at gates.
Education
Bachelor of Arts - International Relations and Political Science
University of Massachusetts – Boston
Boston, Massachusetts01.2014
Skills
- Expertise in business applications
- Advanced understanding of EMR systems
- Excellent communication skills
- Strategic planning and execution
- Project and change management
- Customer service
- Operational Efficiency
- Cross-functional coordination
Languages
Russian
Native/ Bilingual
References
References available upon request.
Timeline
Regional Operations Director
Adult & Pediatric Dermatology
01.2021 - Current
Practice Manager
Adult & Pediatric Dermatology
01.2019 - 01.2021
Front Desk Supervisor
Mystic Valley Dermatology Associates
01.2017 - 01.2019
Administrative Assistant
Mystic Valley Dermatology Associates
01.2015 - 01.2017
Operations Representative
Boston Logan International Airport
01.2011 - 01.2013
Customer Service Representative
Tavistock Hospitality Group
01.2009 - 01.2015
Bachelor of Arts - International Relations and Political Science
University of Massachusetts – Boston
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