Terrance Williams
Midlothian,VA
Summary
Results-driven Management Professional with expertise in medical operations, customer service, and member experience. Lean Six Sigma Green Belt with a proven ability to improve processes, enhance quality, and boost productivity. Skilled in conflict resolution, team leadership, reporting, and cost control, with a focus on building trust and fostering open communication..
Overview
28
28
years of professional experience
1
1
Certification
Work History
Member Experience Manager
Modivcare
08.2021 - Current
- Directed group of 21 associates handling daily and complex requirements of Member Experience department.
- Effectively managed compliant resolution needs for 29 clients by implementing company policies, protocols, work rules and disciplinary action.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Reduced workflow inconsistencies by recruiting and hiring capable staff members.
- Established and maintained long-range plans for quality assurance.
- Established team priorities, maintained schedules and monitored performance.
- Directed training and retraining of employees to boost performance and enhance business results.
Operations Manager
Amazon
06.2019 - 07.2020
- Developed performance goals and objectives to achieve customer promise expectations and ensure accuracy and quality.
- Partnering with the management team to establish and maintain quality control standards.
- Proactively identified and lead process improvement initiatives and Lean tools.
- Provided training, guidance or mentoring to new staff and managing processes and projects in Center.
- Ensured security, and loss prevention procedures were followed.
- Managed team meetings and discussed project's goals and objectives.
- Implemented policies and standard procedures for continuous improvement.
Practice Manager III
HCA Healthcare Inc.
03.2017 - 04.2019
- Managed daily operations of five practice locations with 10 physicians, 7 Nurses,and 14 support staff members and provided leadership for the staff and liaison for solving problems.
- Responsible for total P&L, increased practice revenue by 33%.
- Analyzed monthly data to drive improvements in clinical procedures.
- Prepared and analyzed business reports to identify operational improvements.
- Managed all employee-related aspects of the practice (hire, train, coach, supervise, and evaluate staff).
- Reduced expenditures by effectively negotiating vendor and service contracts to drive savings.
- Developed and initiated projects, including managing costs, schedule and performance.
Clinical Operations Manager
United States Air Force
07.1996 - 08.2016
- Managed and delivered compelling leadership for a team of 56 medical consultants.
- Scheduled surgical patients for surgical procedures and pre and post operative appointments.
- Steered daily operations of Unit; compiled accurate daily, monthly, and annual performance reports
- Directed budgets for 6 clinics worth $2.5M.
- Prepared manning reports to ensure the cost-efficiency of operations and maintain proper coverage.
- Implemented customer service evaluation protocol system, raised satisfaction rating from 85% to 98%.
- Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
Education
Doctor of Business Administration - Strategic Leadership
Liberty University
Lynchburg, VA05.2026
Master of Arts - Criminal Justice
American Military University
Charles Town, WV2012
Associate of Applied Science - Surgical Technology
Community College of The Air Force
Montgomery, AL04.2008
Bachelor of Science - Engineering Management
Grantham University
Lenexa, KS11.2007
Skills
- Member Experience Team Management
- Project Management
- Business Management
- Team Leadership
- Medical Office Administration
- Human Resources
- Communication
- Process Improvement
- Six Sigma Green Belt
- Staff Development and Mentorship
- Microsoft Excel, Word, PowerPoint
- Conflict Management
- Operations Manager
Certification
GoLeanSixSigma
Lean Six Sigma Green Belt Certification
2020
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteOn-SiteHybridImportant To Me
Career advancementWork-life balanceCompany CulturePersonal development programs401k matchQuote
"The greatest accomplishment is not in never falling, but in rising again after you fall."
Vince Lombardi
Timeline
Member Experience Manager
Modivcare
08.2021 - Current
Operations Manager
Amazon
06.2019 - 07.2020
Practice Manager III
HCA Healthcare Inc.
03.2017 - 04.2019
Clinical Operations Manager
United States Air Force
07.1996 - 08.2016
Doctor of Business Administration - Strategic Leadership
Liberty University
Master of Arts - Criminal Justice
American Military University
Associate of Applied Science - Surgical Technology
Community College of The Air Force
Bachelor of Science - Engineering Management
Grantham University
GoLeanSixSigma
Lean Six Sigma Green Belt Certification
2020
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