Summary
Overview
Work History
Education
Skills
Websites
Certification
Languages
Volunteer
Timeline
Generic

Milana Coleman

Mount Pleasant,United States

Summary

Strategic Clinical Operations leader with expertise in data analysis, trend identification, partner communications, and workflow optimization within healthcare technology. Skilled in auditing clinical reports, uncovering actionable insights, and developing internal tools to support scalable solutions. Experienced in tailoring communications for diverse client needs, and collaborating cross-functionally with product, clinical, and account teams to ensure accurate, timely reporting. A proactive leader committed to mentoring teams, driving operational excellence, and enhancing client experience through clear, value-driven communication, and data-informed strategy.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Operations Administrator - Partnerships

Vesta Healthcare
04.2025 - Current
  • Serve as the primary reviewer and auditor of all clinical incident reports prior to distribution to business partners (clients), ensuring accuracy, compliance, and timely delivery.
  • Act as a strategic liaison between cross-functional teams including product development, clinical operations, and account management to streamline communication workflows and enhance reporting systems.
  • Collaborate with product development to scope and implement internal tools that improve the efficiency and scalability of incident report delivery.
  • Design and lead training programs for team members to ensure consistent report review standards, including protocols for escalating complex cases.
  • Customize clinical incident reports based on individual partner needs by gathering and analyzing client feedback and communication preferences.
  • Develop compelling patient impact stories to highlight the value of organizational services, presented at client meetings to support relationship growth and demonstrate outcomes.
  • Partner with account managers to align communication strategies with business goals, ensuring client satisfaction and retention.

Operations Administrator - Clinical Operations

Vesta Healthcare
New York, United States
11.2023 - 06.2025
  • Designed and led a high-volume outbound call center for clinical operations, managing staff recruitment, training, and outreach efficiency focused on data collection and customer experience.
  • Increased agents' average call volume by 32% (from 68 to 90) by streamlining workflows and collaborating with product development to automate documentation, accelerating the process for each member dialed.
  • Developed best practices for system navigation, data documentation, and scripting, ensuring compliance and consistency in service delivery.
  • Built and tracked KPIs for outreach efficiency, call quality, and connection rates to monitor team performance.
  • Established and managed a service recovery team to address member disenrollment, creating protocols and empathetic outreach strategies to improve retention and satisfaction.
  • Increased member retention by 3% through staff education and restructuring the service recovery program, including implementing a quarterly proficiency training for clinical staff on organizational services.
  • Analyzed disenrollment data and feedback to identify churn causes, translating findings into actionable insights for improved workflows and coaching.
  • Reduced non-profitable case load by 55% in 6 months through targeted staff training, strategic planning, and process improvements, driving resource efficiency and reducing wasted costs.
  • Collaborated with product and clinical teams to refine Chronic Care Management workflows and deliver training on internal software, enhancing adoption and team efficiency.
  • Defined monthly goals and alignment strategies for clinical and operational managers, driving unified decision-making and performance tracking.
  • Managed vendor relationships, overseeing onboarding, performance, and integration of external support into internal systems to ensure consistent outreach quality for up to 18 agents.

Engagement Coordinator

Vesta Healthcare
03.2022 - 11.2023
  • Designed and implemented SOPs and scalable training protocols for internal teams and end-users, including patients and caregivers, increasing adoption of digital health tools and reducing support overhead.
  • Led the successful pilot and enterprise rollout of an SMS-based outreach initiative, collaborating cross-functionally with product and executive teams to enhance patient engagement and drive new revenue channels.
  • Streamlined clinical workflows through process improvement and platform optimization, resulting in greater operational efficiency and improved coordination across tech and care teams.
  • Built and maintained high-touch engagement strategies for Medicaid/Medicare populations, leveraging data-driven outreach and feedback systems to support disease management and improve patient retention.

Licensed Practical Nurse

Saratoga Hospital
Saratoga Springs, United States
08.2015 - 02.2022
  • Optimized clinical operations by developing and implementing a streamlined Prior Authorization process, reducing delays and improving medication/procedure approval rates.
  • Collaborated with multidisciplinary teams to enhance OB/GYN care coordination, improving patient flow and operational efficiency across clinical workflows.
  • Managed daily clinical and lab operations, ensuring compliance with protocols through supply management, equipment checks, and quality control of lab instruments.
  • Led training initiatives for new clinical staff, establishing standardized procedures and improving consistency in patient care and documentation across teams.

Plasmapheresis Specialist/LPN

KEDPlasma USA
12.2012 - 08.2015
  • Ensured operational excellence and regulatory compliance in clinical workflows by performing donor screenings, administering treatments, and maintaining accurate medical documentation.
  • Supported quality assurance by processing blood and apheresis products in alignment with FDA and organizational standards, while overseeing equipment calibration and readiness.
  • Improved donor experience and procedural efficiency by streamlining phlebotomy practices, proactively managing adverse reactions, and maintaining high infection control standards.
  • Contributed to clinical team effectiveness through precise execution of opening/closing protocols, data integrity practices, and adherence to health and safety guidelines.

Education

Some College (No Degree) - Nursing

Maria College of Albany
Albany, NY
01-2020

Some College (No Degree) - Aerospace Engineering

SUNY At Buffalo
Buffalo, NY
01-2005

Skills

  • Data quality
  • Clinical incident reporting
  • Operations process improvement

Certification

  • Issued 2012

Languages

Russian
Native/ Bilingual

Volunteer

- Led a team of students in planning, organizing, and executing creative operations for charitable prom and dance events for underserved schools. 

- Collaborated with fundraising and finance teams to establish and manage departmental budgets. 

- Oversaw event design, themes, marketing materials, and overall creative direction to ensure cohesive and impactful experiences.

Timeline

Operations Administrator - Partnerships

Vesta Healthcare
04.2025 - Current

Operations Administrator - Clinical Operations

Vesta Healthcare
11.2023 - 06.2025

Engagement Coordinator

Vesta Healthcare
03.2022 - 11.2023

Licensed Practical Nurse

Saratoga Hospital
08.2015 - 02.2022

Plasmapheresis Specialist/LPN

KEDPlasma USA
12.2012 - 08.2015

Some College (No Degree) - Nursing

Maria College of Albany

Some College (No Degree) - Aerospace Engineering

SUNY At Buffalo

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