Tamela Penn, LPN
Fort Mill,SC
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Director of Certified Medical Assistants
OpenLoop Health
10.2023 - Current
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Enhanced team collaboration through regular communication, goal setting, and performance evaluations.
- Developed high-performing teams by providing mentorship, guidance, and opportunities for professional growth.
- Improved project efficiency with strategic planning, resource allocation, and time management practices.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Implemented innovative solutions to solve complex problems, resulting in increased productivity and streamlined operations.
- Optimized staff performance by designing comprehensive training programs tailored to individual needs.
- Established a culture of continuous improvement by fostering open communication channels and empowering employees to voice their ideas.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
- Leveraged data analytics insights for informed decision-making in critical areas such as sales forecasting, budgeting, or personnel management.
- Evaluated company documentation to verify alignment with regulatory requirements.
Director of Clinical Operations
TimeDoc Health
01.2022 - 06.2023
- Streamline clinical operations by instituting performance-based schedule processes, leading a robust team of 15 direct reports (Managers) and 100-150 indirect reports (Care Coordinators)
- Design and implement divisional reporting standards and templates that track key performance indicators and employee performance
- Partner with internal analytical stakeholders, Product team, and clients to design and execute turnkey and applicable solutions for analytical deliverables, including but not limited to, recurring reports, business case solutions, and other ad hoc analysis
- Ensure quality service is provided to support the CCM (Chronic Care Management) RPM (Remote Patient Monitoring) and BHI (Behavioral Health Index) programs
- Enhance organizational structure and business process by facilitating strategic and people operations and performance development, improving patient satisfaction and clinical outcomes
- Led customer-facing processes including onboarding, Go-Live, and ensured client satisfaction
- Restructure reporting protocols and operational functions by integrating key functions into broader clinical operations, ensuring seamless service delivery to 75 clients monthly
- Support the Care Team Leadership team by establishing a quality excellence coaching workflow, leading to a raise in patient satisfaction
- Train and enable leaders, especially new ones, to manage, coach, and retain talent
- Foster a welcoming work environment by emphasizing the importance of equity and inclusion, elevating Care Coordination team leadership diversity
- Shape Chronic Care Management by revamping onboarding, training, and quality monitoring procedures for the Care Coordination Team, uplifting patient satisfaction and clinical outcomes.
Director of Operations (Independent Contractor)
RPM Healthcare
06.2021 - 12.2021
- Contributed to a start-up Remote Patient Monitoring company by recruiting, interviewing, and training a dynamic team of Care Managers and Supervisors, facilitating a 100% scale-up of the Care Team
- Aided in the scaling of the business unit by providing vision casting, empowering team members to support 3000+ patients monthly with chronic conditions
- Drove operational efficiency by designing new workflows and standardizing procedures, successfully launching Go Lives of key operational features
- Highlighted motivational interviewing by developing a learning and development pathway for Care Managers, promoting professional growth for 12 team members
- Expanded organizational network and reach by deploying strong relationship development abilities, boosting the number of contracted health partners from 2 to 5+ in less than 4 months.
Care Community Nurse Supervisor
Ontrak
05.2020 - 07.2021
- Directed 15 new Nurse Care Providers by aligning performance expectations with company OKRs and KPIs, catapulting the utilization effectiveness rate of the coaching team to 85%
- Partner with senior leadership by participating in recruiting, interviewing, and selecting candidates, building high-performing teams featuring over 250 associates
- Emphasized service quality by introducing quality improvement audits, including call monitoring and documentation, confirming adherence to organizational and regulatory standards
- Addressed untreated health conditions by training care coaches in motivational interviewing and behavioral health care coaching, enhancing support for over 20,000 patients monthly.
Quality Assurance Nurse Supervisor
Dane Street
02.2015 - 05.2020
- Joined team Quality Assurance nurse and secured a promotion to Supervisor in less than 2 years by demonstrating leadership skills, exceeding performance expectations
- Ensured client goals and expectations were met by providing attentive and empathetic leadership, supervising a team of 18 quality assurance nurses
- Contributed to organizational onboarding procedures by training new Quality Assurance Specialists, ensuring readiness and competency in role performance
- Implemented a more robust quality assurance assessment by analyzing data to identify enhancement opportunities, elevating Quality Assurance audit efficiency by 85%
- Launched employee engagement opportunities by developing a career development pathway, improving Quality Assurance nurse retention rate by over 34%.
- Enhanced compliance with regulatory standards through diligent monitoring of nursing procedures and protocols.
- Improved patient care quality by conducting thorough audits of nursing practices and documentation.
Education
Certified - Project Management
Coursera
Remote03.2024
A.A. - Licensed Practical Nurse
Career Training Solutions
08.2009
Medical Billing And Coding
Career Training Solutions
Fredericksburg, VA03.2007
Skills
- Healthcare Management
- Healthcare Technology and Medical Device
- Quality Assurance
- Remote Patient Monitoring
- Quality Improvement
- Microsoft Office
- Data Integrity
- Employee Performance Management
- Change Management
- Motivational Interviewing
- Workforce Development
- Organizational Structure
- Regulatory Compliance
- Empathy
- Team Leadership
- Licensed Practical Nurse
- Project Management
- Retention Rate
- Data Analysis
- Staff Development
- Business Administration
- Operations Management
- Staff Management
- Verbal and Written Communication
- Strategic Planning
- Crew Collaboration
- Strategies and Goals
- Creativity and Innovation
- Issues Resolution
- Charismatic Leader
- People Management
- Hiring and Retention
- Organizational Development
- Customer Relationship Management
- Stakeholder Engagement
- Leadership Development
- Cross-functional Team Leadership
- Process Improvement
- Program Management
- Talent Acquisition
- Performance Management
- Conflict Resolution
- Innovation Management
- Training and Development
- Team Management
- Department Oversight
- Employee Development
- KPI Tracking
- Schedule Management
- Performance Improvement
Certification
Value-Based Care Analytics, Care Journey, 2023
References
References available upon request.
Timeline
Director of Certified Medical Assistants
OpenLoop Health
10.2023 - Current
Director of Clinical Operations
TimeDoc Health
01.2022 - 06.2023
Director of Operations (Independent Contractor)
RPM Healthcare
06.2021 - 12.2021
Care Community Nurse Supervisor
Ontrak
05.2020 - 07.2021
Quality Assurance Nurse Supervisor
Dane Street
02.2015 - 05.2020
Certified - Project Management
Coursera
A.A. - Licensed Practical Nurse
Career Training Solutions
Medical Billing And Coding
Career Training Solutions
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