Victoria Lord O’Neill
Philadelphia,PA
Summary
Healthcare Operations professional with proven record of enhancing healthcare delivery through strategic management and operational improvements. Skilled in team leadership, optimization of workflows, and ensuring compliance with healthcare regulations. Known for collaborative approach and adaptability in dynamic environments with a keen ability for process improvement and resource management.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Chief Operations Officer
City Dental Arts & Associates
Philadelphia, PA
01.2025 - Current
- Provide executive leadership and oversight of multi-location practices, managing a $6 million annual budget and supervising 30+ staff.
- Increased restorative case acceptance from by 30% implementing standardized SOPs and staff training programs.
- Improved hygiene reappointment rates by 65% through targeted patient engagement strategies.
- Negotiated vendor contracts, reducing supply costs by 25% across all practices.
- Spearheaded adoption of AI diagnostic and practice management tools, streamlining patient flow and increasing efficiency.
- Facilitated KPI-driven meetings, delivering actionable insights to leadership and stakeholders.
- Directed operational strategies to enhance patient care delivery and clinic efficiency.
- Implemented quality assurance protocols, ensuring compliance with industry standards and regulations.
- Streamlined inventory management processes, reducing waste and optimizing resource allocation.
- Led cross-functional teams in executing strategic initiatives that improved overall practice performance.
- Developed training programs for staff, fostering professional growth and enhancing service quality.
- Analyzed operational workflows, identifying areas for improvement to maximize productivity and reduce costs.
- Championed a culture of continuous improvement, fostering collaboration between departments for optimal operational results.
- Streamlined operations by implementing process improvements and optimizing resource allocation.
Medical Operations Manager
The IMA Group
Philadelphia, PA
01.2025 - Current
- Directed daily operations of a behavioral and occupational health facility serving X patients per month.
- Supervised and developed a team of 45 clinical and administrative staff, ensuring alignment with organizational values.
- Reduced patient intake processing time by 30% through workflow redesign.
- Ensured compliance with HIPAA, OSHA, and state regulations.
- Partnered with external organizations to advocate for historically disenfranchised patient populations.
- Led operational workflows to enhance efficiency and streamline daily activities.
- Implemented process improvements to optimize patient care and resource allocation.
- Analyzed operational data to identify trends and support strategic decision-making.
- Evaluated performance metrics to identify areas for improvement, driving continuous growth and development within the organization.
Clinical & Program Manager
Department of Periodontics, University of Pennsylvania
Philadelphia, PA
01.2015 - 01.2024
- Managed $2 million annual department budget; exceeded revenue goals by 15% annually.
- Oversaw operations of the Postdoctoral Periodontics Program, supervising 30 residents and 10 staff.
- Increased patient satisfaction scores by 40% through streamlined scheduling and improved service delivery.
- Directed financial reporting, reconciliations, and operational efficiency initiatives.
- Implemented marketing and outreach initiatives to drive new patient growth.
- Received Distinguished Staff Awards in 2020 and 2022 for excellence in leadership and operations.
- Developed and implemented clinical protocols to enhance patient care within periodontal services.
- Coordinated multidisciplinary teams to streamline case management and improve treatment outcomes.
- Conducted training sessions for staff on best practices in periodontal care delivery and clinical workflows.
Assistant to the Dean of Clinical Affairs
Office of Clinical Affairs, University of Pennsylvania
Philadelphia, PA
01.2012 - 2015
- Coordinated high-level initiatives across clinical programs and faculty, including accreditation preparation.
- Managed calendar, meetings, and travel logistics for Assistant Dean.
- Generated and maintained accreditation documentation contributing to successful CODA site visits.
- Supported policy development and implementation for schoolwide clinical operations.
- Assisted in managing communications between departments to streamline operational processes.
- Supported curriculum development initiatives by gathering feedback from faculty and students.
- Facilitated the onboarding process for new staff, promoting a smooth transition into the team.
- Implemented improvements to office procedures, resulting in increased workflow efficiency and reduced turnaround times.
Education
Master of Science - Higher Education
University of Pennsylvania
Philadelphia, PA05-2024
Bachelor of Arts - English
Temple University
Philadelphia, PA05-2009
Bachelor of Arts - Broadcasting & Communications
Temple University
Philadelphia, PA05-2009
Skills
- Healthcare Operations Leadership
- Financial & KPI Management
- Higher Education Program Administration
- Accreditation & Compliance (CODA, OSHA, HIPAA)
- Staff Development & Retention
- Strategic Planning & Budget Oversight
- Patient Engagement & Experience Optimization
- Conflict Resolution and Mediation
Certification
- Certified Medical Manager (PAHCOM)
- Mental Health First Aid Responder (National Council for Mental Wellbeing)
- Women in Leadership Program (Yale School of Management)
- Certificate in Creative Writing (University of Pennsylvania)
Timeline
Chief Operations Officer
City Dental Arts & Associates
01.2025 - Current
Medical Operations Manager
The IMA Group
01.2025 - Current
Clinical & Program Manager
Department of Periodontics, University of Pennsylvania
01.2015 - 01.2024
Assistant to the Dean of Clinical Affairs
Office of Clinical Affairs, University of Pennsylvania
01.2012 - 2015
Master of Science - Higher Education
University of Pennsylvania
Bachelor of Arts - English
Temple University
Bachelor of Arts - Broadcasting & Communications
Temple University
Awards
- Distinguished Staff Award, Postdoctoral Periodontics 2020 & 2022
- Marine Corps Scholarship Foundation Recipient