Open To Work
PAMELA COURTEMANCHE
Sr Operations Manager
New Caney,TX
Work Preference
Summary
Experienced operations professional skilled in optimizing workflows and driving efficiency. Strong focus on team collaboration and achieving measurable results, adaptable to changing needs and environments. Expertise in strategic planning, process improvement, and resource management. Known for reliability and effective leadership in high-pressure situations.
Overview
19
19
years of professional experience
Work History
Sr Operations Manager
Action Behavior Centers
03.2023 - Current
- Refined processes to enhance service delivery and improve patient satisfaction.
- Facilitated collaboration among diverse teams to ensure adherence to regulatory standards and promote best practices.
- Conducted analysis of operational data to identify trends aimed at optimizing processes.
- Oversee strategic resource allocation to maintain efficient staffing levels across various centers.
- Defined and implemented key performance indicators (KPIs) to enhance operational effectiveness and team productivity.
- Enabled effective communication channels between departments to enhance operational collaboration and service quality.
- Managed capacity planning and volume forecasting to optimize workforce efficiency.
- Facilitated ongoing training and coaching sessions to optimize staff performance and drive team productivity.
- Developed and implemented initiatives to foster teamwork, open communication, and professional growth, resulting in improved employee retention rates.
- Organized and compiled necessary documentation to ensure compliance during audits.
- Established comprehensive performance metrics to evaluate success and refine strategies accordingly.
- Enhanced patient satisfaction by establishing efficient communication pathways and ensuring timely resolution of concerns.
- Optimized workflows by implementing innovative strategies to improve overall efficiency.
- Provided strategic insights to senior leadership to enhance operational performance and drive organizational development.
- Facilitated training sessions for team members to ensure sustained high productivity and performance levels.
- Oversaw attendance and punctuality records, implementing swift interventions to prevent the establishment of negative habits.
- Supported operational efficiency by recruiting, hiring, and training new team members.
- Developed and implemented shift schedules to align employee capabilities with patient care demands.
- Streamlined data organization to enhance forecasting accuracy and minimize operational risks.
- Fostered relationships with families to support collaborative initiatives and improve communication.
- Communicated detailed reports of issues to senior management to facilitate informed decision-making.
- Addressed challenging customer interactions to support team members and ensure high-quality customer service delivery.
Regional Clinical Manager
Aspire Allergy and Sinus
05.2021 - 03.2023
- Designed and implemented regional clinical protocols aimed at improving patient care and streamlining operations.
- Developed and implemented training initiatives for clinical staff aimed at promoting best practices and ensuring compliance with industry standards.
- Implemented rigorous quality assurance measures to enhance patient satisfaction and treatment effectiveness.
- Conducted analysis of performance metrics to enhance operational effectiveness and support regional strategic initiatives.
- Evaluated operational processes to uncover cost reduction strategies that maintain high standards of quality and patient safety.
- Supported organizational growth through active participation in the formulation of long-term objectives and strategic initiatives.
- Contributed to interdisciplinary discussions by sharing insights on best practices aimed at improving regional patient outcomes.
- Established performance metrics to monitor regional clinical teams' progress and drive continuous improvement initiatives.
- Developed and executed training programs to enhance staff performance and foster continuous improvement.
- Directed simultaneous clinical project management to enhance patient care and satisfaction.
- Oversaw clinical team operations to maintain exceptional standards in patient care delivery.
- Fostered strong relationships with medical professionals to facilitate seamless teamwork across the healthcare network.
- Boosted patient satisfaction through timely resolution of issues and strategic enhancements based on patient feedback.
- Oversaw task delegation to staff, monitoring progress to achieve operational goals. Offered guidance and resources to enhance team effectiveness and performance outcomes.
- Conducted regular evaluations of employee performance to enhance team productivity.
- Designed and executed comprehensive onboarding programs to enhance new employee integration and task proficiency.
- Developed and delivered educational sessions to staff regarding newly implemented policies.
- Engaged with patients through effective questioning and active listening to identify and recommend the most suitable care solutions.
- Managed essential tasks for team members on leave to maintain workflow efficiency.
- Facilitated case management processes to ensure adherence to quality models and maximize service utilization.
- Assessed operational policies to enhance efficiency and recommended actionable changes to medical director.
- Managed comprehensive monitoring of phone calls to ensure efficient appointment scheduling.
- Managed staff recruitment, hiring, and training processes to ensure effective team performance and continuous professional growth.
- Performed comprehensive facility inspections to ensure compliance with regulations and enhance safety for all occupants.
- Established and maintained updated policies and procedures to uphold compliance with HIPAA guidelines and general liability requirements.
- Oversaw scheduling of surgeries while managing pre-certifications and verifying insurance coverage to streamline operations.
- Executed strategies to optimize clinic operations, reducing patient wait times while ensuring high-quality care standards.
Regional Operations Manager
Texas Ear, Nose & Throat Specialists
04.2019 - 05.2021
- Refined processes to enhance operational efficiency and support seamless operations across various regional locations.
- Facilitated collaboration among diverse teams to implement strategic initiatives aimed at improving service delivery.
- Created comprehensive training initiatives aimed at improving employee performance and operational understanding.
- Assessed performance data to inform decision-making processes and optimize operational efficiency.
- Facilitated ongoing enhancement initiatives through structured feedback and comprehensive performance evaluations.
- Monitored performance metrics to pinpoint areas for enhancement and devised strategic corrective action plans.
- Developed and executed targeted training programs for staff to promote skill development and maintain regulatory compliance.
- Conducted weekly meetings with regional teams to assess project status, resolve issues, and promote on-time task execution.
- Assessed performance data to uncover areas needing enhancement and drive implementation of effective solutions.
- Performed routine evaluations of operational processes to ensure adherence to regulatory standards and internal guidelines.
- Facilitated training sessions for team members to ensure sustained high productivity and performance levels.
- Communicated detailed reports of issues to senior management to facilitate informed decision-making.
- Promoted synergy and teamwork across regional teams to optimize operational effectiveness.
- Directed clinic management and employee assessments across 17 locations to ensure operational efficiency and compliance.
Project Coordinator
Panalpina
03.2007 - 01.2009
- Review new customer orders and requests and manually enter data into a centralized database. Oversee scheduling for the day-to-day activities of transportation. Define appropriate metrics and measurements to drive results. Manually create shipments, assign carriers and dispatch shipments. Complete and follow up on all registration and traffic documents. Communicate all emergencies, delays due to weather and carrier schedule changes to customers and supervisors. Coordinate rush orders and order changes. Resolve problems for customers, warehouses and carriers. Act as a liaison between logistics, carriers and customers. Produce bills of lading and update shipment status information. Monitor shipments to guarantee on-time delivery. Complete all necessary customs documents and other paperwork. Obtain hazardous material certification. Prepare invoices for all customers in the logistics department at the end of every month.
Practice Manager
Vein Clinics of America
04.2015 - 04.2019
- Manage 3 clinics as well as assist in opening new clinics. Create annual goals, objectives, budget and make recommendations to reduce costs. Exceed monthly goals month over month. Reduced overtime by 98%. Evaluate patient care procedural changes for effectiveness. Carefully select, develop and retain qualified staff, as well as train new staff annually. Expertly plan, coordinate, organize and direct all operations of the agency. Actively maintain up-to-date knowledge of applicable state and Federal laws and regulations. Diligently monitor the QA program to improve performance and maintain high standards of care. Minimize staff turnover through appropriate selection, orientation, training, staff education and development. Develop and manage budget and revenue expectations while actively seeking ways to eliminate or reduce expenses. Verify and submit detail authorization for surgical procedures, set up peer to peer, submit for reconsideration, and handle denials with insurance companies. Prepare and distribute EOM reports showing P&L, metrics and forecasting.
Skills
- Operations management
- KPI tracking and reporting with goal attainment
- Strategic planning and Productivity improvement
- Procedure optimization
- Forecasting and Cost reduction
- Facility and Safety management
- Employee coaching and engagement
- Hiring and onboarding
- Process improvements
- Staff scheduling
- Payroll administration and timekeeping
- Employee reviews and Performance improvements
Accomplishments
- Created offering that increased new revenue by $400k in one quarter
- Budgeting and operational cost/margin controls
- Productivity, efficiency and performance improvements
- Policy and procedure implementation
- Employee coaching/empowerment along with team building and training
- Business development and expansion strategies
- Client relationship, treatment needs, along with building loyalty and retention
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Sr Operations Manager
Action Behavior Centers
03.2023 - Current
Regional Clinical Manager
Aspire Allergy and Sinus
05.2021 - 03.2023
Regional Operations Manager
Texas Ear, Nose & Throat Specialists
04.2019 - 05.2021
Practice Manager
Vein Clinics of America
04.2015 - 04.2019
Project Coordinator
Panalpina
03.2007 - 01.2009