Healthcare Operations Specialist |Operations Manager for Customer Service

I bring extensive 14-year experience in BPO Operations Management, overseeing end-to-end service delivery in high-volume, SLA-driven environments supporting global clients. I’ve owned day-to-day operational performance, ensuring consistent achievement of SLA, quality, productivity, and continuity targets without reliance on constant executive intervention. My role involved workforce and capacity planning, workflow distribution, escalation ownership, and performance governance, balancing client expectations with operational realities. I led cross-functional coordination across quality, training, billing, and client stakeholders, ensuring alignment on priorities, risks, and outcomes. I’m particularly strong in stabilizing operations, diagnosing root causes of recurring issues, and implementing corrective actions that improve long-term performance rather than short-term fixes. I’ve also built and coached self-sufficient leadership teams, strengthened SOP adherence, and driven process improvements that reduced risk, improved efficiency, and increased client confidence. Overall, my BPO operations management experience is defined by accountability, sound judgment, and outcome ownership — managing scale, complexity, and ambiguity while keeping both service quality and people performance strong.

I’ve used Monday.com as a light project management and collaboration tool to support billing operations and cross-department coordination. I worked with shared boards to track billing tasks, follow up on missing documentation, and monitor status across teams, helping reduce back-and-forth and improve visibility on ownership and timelines. I also used Monday.com to coordinate work between billing, operations, and leadership, ensuring priorities were clear and updates were centralized. While my experience was not deeply technical, I’m comfortable navigating boards, updating workflows, managing dependencies, and using the tool to support accountability, reporting, and day-to-day project tracking in operational environments.

I have extensive 14-year experience in team leadership within office and administrative operations, leading teams responsible for day-to-day execution in high-volume, performance-driven environments. I’ve managed supervisors, team leads, and frontline staff, ensuring clarity of roles, accountability, and consistent adherence to SOPs. My leadership style is hands-on when needed and trust-based by default. I focus on setting clear expectations, coaching for judgment and decision-making, and building self-sufficient teams that can operate effectively without constant escalation. I regularly reviewed performance metrics, addressed gaps through targeted coaching, and recognized strong execution to reinforce standards. I’ve also led teams through operational transitions and periods of change, including remote shifts and workflow redesigns, maintaining stability, morale, and service quality. Overall, my team leadership experience is centered on creating structure, confidence, and reliability, so both people and operations perform consistently under pressure.

I have extensive experience in office and administrative calendar management, with a strong focus on complex scheduling and coordination across multiple stakeholders. I’ve managed executive and provider calendars involving physicians, leadership, hospitals, and cross-functional teams, ensuring schedules align with operational needs, availability, and compliance requirements. My work includes appointment and coverage scheduling, conflict resolution, and real-time adjustments, often in high-pressure environments where timing directly affects service continuity. I routinely coordinate across time zones, manage last-minute changes, plan coverage for vacations and long leaves, and ensure all parties have clear, up-to-date information. I approach scheduling as an operational function, not just an administrative task — using structured processes, documentation, and visibility tools to reduce errors, prevent overlaps, and minimize disruptions. The result is reliable calendar accuracy, improved responsiveness, and smoother day-to-day operations for both leadership and service teams.

I have hands-on experience managing medical provider credentialing within multi-site healthcare operations, ensuring physicians meet hospital, payer, and regulatory requirements before delivering clinical services. I owned credentialing workflows end-to-end, coordinating documentation, applications, verifications, and approvals across medical staff offices, billing entities, and internal leadership. My role required close attention to timelines, compliance standards, and risk management, as credentialing delays directly impacted provider onboarding, scheduling, and revenue. I tracked requirements, followed up on missing or expiring documents, and proactively resolved issues to prevent service disruptions. I also supported ongoing credential maintenance, including renewals, reappointments, and status monitoring, while serving as a central point of accountability across departments. My approach to credentialing is structured and proactive — focused on accuracy, visibility, and continuity — ensuring providers are cleared, compliant, and operational on time.

I bring strong experience in Executive Assistance within complex, fast-moving operational environments, supporting senior leaders by owning coordination, prioritization, and execution rather than task-level admin alone. I act as a trusted extension of leadership, ensuring calendars, communications, and operational follow-through are aligned with business priorities. My work includes executive calendar and meeting management, cross-department coordination, stakeholder communication, and issue tracking, often in environments with competing demands and limited margin for error. I proactively surface risks, prepare decision-ready information, and handle follow-ups to keep leadership focused on strategy rather than day-to-day friction. I’m particularly effective in roles that require judgment, discretion, and autonomy — managing sensitive information, navigating ambiguity, and resolving issues without unnecessary escalation. My approach to executive assistance is operationally minded, structured, and impact-focused, designed to create stability, clarity, and time leverage for the leaders I support.

I have extensive experience delivering customer service in healthcare operations, supporting physicians, clinical staff, and internal stakeholders in fast-paced, compliance-driven environments. My role went beyond handling inquiries — I owned issues end-to-end, ensuring concerns were resolved accurately, on time, and in line with clinical and operational standards. I regularly managed high-stakes service interactions, including scheduling conflicts, documentation issues, billing and payroll concerns, and urgent escalations that could impact patient care or provider coverage. I served as a central point of coordination between providers, medical staff offices, billing teams, and leadership, ensuring clarity, accountability, and resolution without unnecessary handoffs. My approach to healthcare customer service is calm, empathetic, and data-informed, with a strong focus on first-contact resolution, SLA adherence, and risk prevention. I’m experienced in navigating sensitive conversations, enforcing policies when needed, and balancing service quality with operational discipline — always with the goal of maintaining trust, continuity of care, and stakeholder satisfaction.