Eboney H

Program Development Manager-Operational Optimization

Apr 2020 - Present • 6 yrs 1 mo

Serve as a strategic project leader within a large healthcare system, driving enterprise initiatives focused on operational efficiency, patient access, workflow optimization, and cross-functional transformation. Lead complex projects from planning through implementation while partnering with executives, operational leaders, IT/Epic teams, finance, and service line stakeholders. Key responsibilities include managing timelines, facilitating stakeholder meetings, identifying operational gaps, developing future-state workflows, creating executive-ready presentations, and ensuring accountability for deliverables across multiple departments. Notable achievements include leading direct scheduling expansion initiatives that improved patient access and reduced scheduling barriers, supporting multi-site workflow assessments that identified efficiency opportunities, and helping redesign compensation/process workflows to improve governance and reduce manual steps. Developed dashboards, status reports, process maps, and strategic recommendations used by leadership for decision-making. Recognized for translating complex operational challenges into actionable solutions, building alignment across teams, and driving measurable improvements in service delivery. Core expertise includes: Project Management Operations Optimization Process Improvement Executive Reporting Cross-Functional Leadership Strategic Planning Workflow Design Stakeholder Management Performance Dashboards Change Management Healthcare Operations

Operations Manager-Multi Specialty Medical Office Operations

Dec 2014 - Apr 2020 • 5 yrs 4 mos

Managed daily operations for busy outpatient medical practices supporting Primary Care, Cardiology, and Neurology service lines. Oversaw front-office workflows, scheduling operations, patient experience initiatives, provider support, staffing coordination, and revenue-cycle readiness to ensure efficient clinic performance and high-quality patient care. Led administrative teams while balancing provider needs, patient access, and operational priorities across multiple specialties with varying workflow demands. Coordinated schedules, optimized appointment utilization, managed staffing coverage, resolved escalated patient concerns, and maintained smooth clinic operations in fast-paced environments. Partnered with physicians, clinical staff, and leadership to improve productivity, reduce scheduling bottlenecks, strengthen communication, and increase overall efficiency. Monitored operational metrics, identified improvement opportunities, and implemented process changes that enhanced workflow consistency and patient satisfaction. Key Achievements: • Improved patient scheduling efficiency and reduced appointment gaps • Supported operations across Primary Care, Cardiology, and Neurology specialties • Increased team accountability through workflow standardization and staff coaching • Strengthened patient experience through service recovery and issue resolution • Enhanced provider support and clinic readiness for daily operations • Managed staffing schedules, coverage planning, and cross-training initiatives • Helped drive office performance through KPI monitoring and operational reporting Core Expertise: Medical Office Management Practice Operations Patient Access Scheduling Optimization Team Leadership Provider Support Workflow Improvement Customer Service Excellence Staff Development Performance Reporting

Medical Receptionist Front Office Operations & X-Ray Support

Sep 2012 - Dec 2014 • 2 yrs 3 mos

Provided front-line administrative and patient support within a fast-paced medical office, serving as the first point of contact for patients while ensuring smooth daily clinic operations. Managed front-desk workflows, appointment scheduling, insurance verification, patient registration, phone triage, and check-in/check-out processes with a strong focus on professionalism and patient experience. Supported providers and clinical staff by coordinating schedules, preparing patient records, maintaining accurate documentation, and assisting with workflow efficiency throughout the day. Balanced high call volumes, walk-in patients, urgent requests, and multi-tasking demands while maintaining excellent customer service standards. Assisted with basic X-ray workflow coordination, including preparing patients, supporting room readiness, organizing imaging documentation, and ensuring efficient communication between clinical and front-office teams. Helped maintain smooth patient flow between reception, clinical care, and imaging services. Key Achievements: • Improved front-desk efficiency and patient check-in flow • Managed high-volume scheduling, calls, and patient inquiries accurately • Strengthened patient satisfaction through welcoming, solution-focused service • Supported provider productivity through organized scheduling and documentation • Assisted with X-ray coordination and patient flow management • Maintained insurance and registration accuracy to reduce delays • Contributed to a positive, team-oriented office environment Core Expertise: Medical Reception Patient Scheduling Insurance Verification Front Desk Operations Customer Service Electronic Medical Records Patient Registration Phone Management Workflow Coordination X-Ray Support Administrative Support