Victoria Jones
Jacksonville
Summary
Results-driven healthcare operations leader with 15+ years of experience in Health Information Management, call center operations, and regulatory compliance. Proven track record of driving operational excellence, improving performance metrics, and leading high-performing teams. Recognized for delivering 100% client retention, optimizing workflows, and ensuring HIPAA and regulatory compliance while improving patient outcomes and service delivery.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Health Information Operations Manager / HIOM
Datavant (HCA Account)
Remote
07.2023 - Current
- Lead multi-functional teams across Customer Service and Intake operations, ensuring SLA compliance and operational stability
- Partner with VPO and senior leadership to drive hiring, training, and performance management strategies
- Conduct Monthly Business Reviews (MBRs) with the client, aligning on KPIs, performance trends, and improvement initiatives
- Ensure compliance with federal, state, and local regulations, including HIPAA and health information standards
- Drive process improvements and workflow optimization, reducing delays and increasing productivity
- Lead cross-functional projects, delivering on timelines while meeting KPIs
- Maintain 100% client retention through strong service delivery and relationship management
- Develop and mentor leadership teams, strengthening engagement and performance outcomes
- Collaborate with HIM Directors and Field Operations to ensure alignment on service delivery and operational goals
- Directed daily operations and performance oversight for a 100-member team, ensuring optimal staffing, workflow efficiency, and adherence to quality standards.
Operations Manager
Ciox Health
Remote
04.2020 - 07.2023
- Directed call center and HIM operations, improving service delivery and operational performance
- Reduced abandonment rates to under 3% and improved team performance metrics significantly
- Implemented intake and workflow improvements to increase efficiency and reduce turnaround times
- Delivered executive-level reporting on KPIs, TAT, and performance metrics
- Increased employee retention through leadership engagement and workforce planning.
Client Site Service Supervisor
Ciox Health
12.2015 - 04.2020
- Managed a team of 12+ associates, ensuring SLA adherence and operational success
- Led training, coaching, and development initiatives to improve team performance
- Oversaw daily operations, including queue management, scheduling, and reporting.
ROI Specialist II / I
HealthPort / ChartOne
01.2007 - 01.2015
- Processed high-volume medical record requests across multiple EMR systems
- Ensured strict compliance with HIPAA and regulatory requirements
- Supported training, onboarding, and operational process improvements.
Education
A.S. - Business Administration
Florida State College at Jacksonville
B.S. - Business Administration
Florida State College at Jacksonville
Skills
- Healthcare Operations & Compliance
- Team Leadership & Performance Management
- Call Center & Customer Service Operations
- Process Improvement & Workflow Optimization
- Strategic Problem Solving & Root Cause Analysis
- Employee Engagement & Development
- Cross-Functional Collaboration
- Time Management & Organizational Skills
- Proficient in MS Office (Word, Excel, PowerPoint, Outlook)
Accomplishments
- Maintained 100% client retention in current role
- Led operational improvements impacting thousands of records processed daily
- Successfully stabilized high-volume intake operations across 200+ intake methods
- Recognized for leadership in process transformation and team development
Certification
- Certified Inpatient Coder (CIC)
- Certified Outpatient Coder (COC)
Timeline
Health Information Operations Manager / HIOM
Datavant (HCA Account)
07.2023 - Current
Operations Manager
Ciox Health
04.2020 - 07.2023
Client Site Service Supervisor
Ciox Health
12.2015 - 04.2020
ROI Specialist II / I
HealthPort / ChartOne
01.2007 - 01.2015
B.S. - Business Administration
Florida State College at Jacksonville
A.S. - Business Administration
Florida State College at Jacksonville