Sisai Hernandez
Interim Director / Operations Supervisor
Chicago,IL
Summary
Operations Leader and Clinical Manager specializing in business unit P&L optimization, capacity planning, and high-volume clinical infrastructure management. Eager to leverage this background to contribute to company success at Talkiatry by driving operational efficiency, maintaining strict quality standards, and scaling service delivery. Proven track record of balancing supply-and-demand metrics, consolidating fragmented documentation systems to eliminate administrative bottlenecks, and protecting organizational revenue through rigorous compliance governance.
Overview
9
9
years of professional experience
Work History
Interim Director / Operations Supervisor
GRO Community
07.2023 - Current
- Directed business unit operational performance and P&L drivers across 3 distinct departments, directly managing full supervisory responsibilities (hiring, scheduling, performance reviews, and disciplinary actions) for 2 administrative reports and a multi-disciplinary clinician staff of 30 to 60 personnel handling 1,500+ active clients annually.
- Optimized supply and demand balance by streamlining patient matching, scheduling workflows, and caseload balancing (20–30 active clients per clinician), reducing friction and maximizing provider utilization and patient throughput.
- Spearheaded enterprise infrastructure and clinical change management, consolidating fragmented documentation platforms into a single centralized database; eliminated operational bottlenecks, reduced data-entry friction by 35%, and reclaimed administrative hours to scale patient-facing care capacity.
- Controlled costs and protected revenue streams by optimizing budget workflows through strategic client acquisition, rigorous medical/legal compliance frameworks to minimize claims-on-hold and bad debt, and retention protocols that maintained an 85%+ staff retention rate among high-performing personnel.
- Enforced strict performance and quality standards across teams (including targeted performance management and restructuring of underperforming roles, exiting 4 non-compliant personnel), ensuring a high-accountability culture that directly elevated service delivery consistency.
- Executed comprehensive compliance governance and audit readiness by conducting rigorous mock audits, aligning internal standards with strict insurance requirements, and collaborating with QA to analyze Likert-scale client satisfaction data (achieving a 90%+ satisfaction rating) to drive continuous performance improvement (PI).
Victim Specialist & Operations Lead
MADD
06.2022 - 03.2024
- Executed high-volume program operations and direct service delivery within a large-scale institutional framework, maintaining a 100% audit-pass rate for strict grant compliance, financial reporting, and agency standards.
- Managed critical stakeholder relationships and crisis support workflows for 350+ high-acuity clients annually, systematically evaluating customer satisfaction metrics and quality-of-service SLAs.
- Conducted comprehensive community needs assessments, leveraging data-driven analytics to design, launch, and scale specialized support programs and regional initiatives.
Victim Support Specialist & Program Assistant
Chicago Survivors
02.2018 - 08.2022
- Spearheaded cross-functional operational workflows with major healthcare institutions and law enforcement agencies, orchestrating complex care pathways and risk-mitigation protocols for 150+ families annually during critical, high-stress events.
- Managed complex end-to-end case pipelines, executing comprehensive assessments, milestone tracking, and individualized service plans to guarantee flawless execution and data integrity.
Education
Master of Arts - Social Service Administration
University of Chicago
Chicago, IL05.2027
Bachelor of Arts - Psychology
University of Illinois At Chicago
Chicago, IL01.2020
Skills
- Operations & Business Management: P&L Accountability, Capacity Planning, Utilization Management, Supply/Demand Workflow Optimization, Performance Improvement (PI)
- Governance & Compliance: Regulatory Compliance, Quality Assurance (QA), Audit Readiness, Risk Mitigation, Billing Consistency Protocols
- Data & Enterprise Tools: Advanced Data Analysis & Metrics Interpretation, Electronic Health Record (EHR/EMR) Systems, Database Architecture, Microsoft Office Suite
Timeline
Interim Director / Operations Supervisor
GRO Community
07.2023 - Current
Victim Specialist & Operations Lead
MADD
06.2022 - 03.2024
Victim Support Specialist & Program Assistant
Chicago Survivors
02.2018 - 08.2022
Master of Arts - Social Service Administration
University of Chicago
Bachelor of Arts - Psychology
University of Illinois At Chicago