Operations Manager - USF Student Health and Wellness Center - Tampa, FL
(2021-02)
Direct day-to-day operations of the Call Center and Front Desk, ensuring consistent, high-quality service delivery and full compliance with FERPA, HIPAA, and institutional policy across all patient touchpoints.
- Launch strategic initiatives that expand ambulatory care access across multiple Student Health Services clinics, reducing patient wait times and improving appointment availability.
- Coordinate clinic capacity and referral workflows in partnership with clinical leadership, improving patient access and continuity of care across departments.
- Recruit, train, supervise, and mentor on-site and remote staff, building high-performing teams and strengthening service quality and retention.
- Administer Call Center, Front Desk, and Kiosk operations, monitoring the Five9 platform to track quality assurance metrics and drive continuous efficiency improvements.
- Oversee all clinical scheduling functions — patient portal, EHR, telehealth, and provider/location templates — ensuring accurate, timely access to care.
- Compile and analyze productivity and performance reports, partnering with leadership to develop data-driven strategies that raise service standards clinic-wide.
- Stay current on emerging best practices in capacity management, call center operations, and healthcare technology to continuously optimize patient access and satisfaction.
Care Coordinator - Wellcare (Centene) - Tampa, FL
(2019-11 - 2021-02)
- Assessed pre-service authorization requests for Durable Medical Equipment (DME), orthotics, and prosthetics, applying clinical guidelines to ensure compliance with member benefit plans.
- Reviewed medical records and applied subject-matter expertise to render authorization decisions aligned with CMS regulations, state criteria, and fee schedules.
- Collaborated with clinic and management staff to shape treatment plans and identify alternative care options that improved patient outcomes and cost efficiency.
- Assisted the Medical Director with detailed case analysis and recommendations, contributing to accurate and defensible clinical decision-making.
- Tracked evolving regulatory requirements and industry best practices, ensuring accurate and timely processing of authorization requests.
Community Engagement / Leasing Agent - Cortland - Tampa, FL
(2018-02 - 2019-11)
- Planned and executed resident and community events within approved budgets, strengthening resident engagement and satisfaction.
- Negotiated vendor contracts and coordinated event logistics end-to-end, consistently delivering high-quality resident experiences.
- Published monthly community calendars and newsletters, distributing communications via the Notifii system and resident portal to maximize reach and engagement.
- Guided prospective residents through needs assessments and financial/lifestyle matching, consistently meeting and exceeding monthly occupancy and pre-leasing goals.
- Established proactive outreach and relationship-building strategies that strengthened lease renewal rates and community retention.
Quality Assurance / Systems Trainer & Operations Manager - USF Physicians Group - Tampa, FL
(2001-12 - 2018-02)
- Delivered quality assurance reporting and actionable insights from call, appointment, and staffing data to drive operational efficiency across clinics.
- Designed and facilitated training programs across multiple clinical and administrative systems (Epic, Allscripts, GE, Avaya) via classroom, online, and one-on-one instruction.
- Created instructional materials and assessed training effectiveness; served as lead trainer for call center workflows and customer service standards.
- Ran front- and back-end operations for Cardiology and Psychiatry clinics, including scheduling, financial counseling, and full-cycle staff supervision — hiring, evaluation, and performance management.
- Worked closely with providers and patients to resolve financial concerns and preserve access to care, negotiating single-case agreements and supporting payer contract renewals.
- Spearheaded HR liaison functions including new hire orientation, benefits education, and systems training; supported multiple EHR Go-Lives and clinic start-ups through workflow design and staff onboarding.
- Handled revenue cycle operations spanning financial review, pre-authorizations, coding corrections, and billing issue resolution.
