Mitcha Howard
Jacksonville,FL
Summary
Seasoned professional in general and operations management with comprehensive experience leading teams, optimizing processes, and implementing cost-effective strategies. Skilled in strategic planning, staff development, and operational efficiency, consistently improving workflow and reducing costs. Proven track record of enhancing overall business performance through effective leadership and innovative problem-solving.
Overview
13
13
years of professional experience
Work History
Center Operations Manager
Dedicated Senior Medical Center
Jacksonville, FL
05.2023 - Current
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Coordinated staff recruitment, training, and performance evaluations to enhance team effectiveness.
- Led customer service initiatives, improving satisfaction rates and resolving issues promptly.
- Created effective business plans to focus strategic decisions on long-term objectives.
- Facilitated team meetings, fostering communication and collaborative problem-solving.
- Developed and monitored key performance indicators to track center achievements and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Analyzed center performance metrics to identify trends and areas for improvement.
- Tracked financial metrics such as revenue, expenses and profitability.
- Coordinated event planning and execution, enhancing center engagement and outreach.
Front Desk Team Leader
Dedicated Senior Medical Center
Jacksonville, FL
08.2022 - 05.2023
- Oversees Care Facilitators to guarantee a customer-centric and seamless patient check-in process.
- Warmly welcomes patients and families upon arrival.
- Serve as first point of contact and resolution for patient issues/concerns/disputes.
- Prepares the center for patient/customer arrivals. Ensures it’s clean, organized, sanitized and visually appealing.
- Guides and supports Care Facilitators with HEDIS initiatives to ensure patients with gaps are appropriately scheduled.
- Supports PCP scheduling by ensuring appropriate blocks are in place and double/over/under booking does not occur. Ensures scheduling gaps are attended to and closed in a timely manner.
- Reviews ENS notifications and ensures patients receive follow up from their Care Team.
- Examines medical release forms for accuracy and PCP sign off prior to release of medical records. Ensures the e-fax folder is routinely checked and that documents received are correctly uploaded and indexed.
- Authorized to adjust patient charts with regard to co-payments.
- Collects co-payments, reconciles charges and submits them to the Center Manager for deposit.
Care Coordinator
Dedicated Senior Medical Center
Jacksonville, FL
02.2021 - 02.2022
- Participates in Super Huddle and provides updates on high priority patients referrals.
- Addresses referral based phone calls for Primary Care Physicians panel.
- Completes and addresses phone messages within 24 hours of call.
- Checks out patients based on their assigned physician/clinician. (Note: If assigned Care Coordinator is unavailable at the time of check out, a colleague shall assist patient. This process does not apply to Care Specialist)
- Retrieves consultation notes from the consult tracking tool.
- Follows up on all Home Health and DME orders to ensure patient receives services ordered.
- Provide extraordinary customer service to all internal and external customers (including patients and other
Care Facilitator
ChenMed
Lauderhill, Florida
02.2019 - 02.2020
- Answers telephones, takes detailed and accurate messages, and ensures messages are directed to the appropriate individual.
- Interacts appropriately with patients and records information while greeting, checking-in, checking-out or scheduling appointments for patients. Conducts lobby checks to ensure organization and cleanliness.
- Participates in daily and weekly huddles to provide details on patients.
- Regulates and monitors aspects of transportation, including: Driver’s lists/patients, medication deliveries, grocery deliveries, driver’s behavioral challenges, scheduling and coordinating Uber/Lyft rides for patients.
- Verifies patient insurance via phone or website and collects any necessary copays for services. Assists with scheduling follow-up and in-house Specialist referral appointments, when necessary.
Lead Customer Service Representative
Memorial Hospital West
Fort Lauderdale, Florida
05.2012 - 01.2019
- Delegated daily tasks to team members to optimize group productivity.
- Resolved escalated customer complaints promptly and professionally.
- Ensured compliance with company policies and regulations related to customer service.
- Led a team of individuals in achieving quarterly sales targets, exceeding goals.
- Developed, implemented, and monitored quality assurance standards for the service team.
- Provided leadership and guidance to service team in order to ensure customer satisfaction.
- Implemented policies and standard operating procedures and managed quality, customer service and logistics.
- Created and managed budgets for operational departments and monitored progress against goals.
Education
Bachelor of Science - Health Administration
Florida Atlantic University
Boca Raton, FLSkills
- Business development
- Operational efficiency
- Operations management
- Staff leadership
- Training coordination
- Operations oversight
Languages
French
Native/ Bilingual
Creole
Native/ Bilingual
Timeline
Center Operations Manager
Dedicated Senior Medical Center
05.2023 - Current
Front Desk Team Leader
Dedicated Senior Medical Center
08.2022 - 05.2023
Care Coordinator
Dedicated Senior Medical Center
02.2021 - 02.2022
Care Facilitator
ChenMed
02.2019 - 02.2020
Lead Customer Service Representative
Memorial Hospital West
05.2012 - 01.2019
Bachelor of Science - Health Administration
Florida Atlantic University
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