Michelle H.

Chief Operating Officer @Washington Hospital Healthcare System

Fremont, CA, US

Lead Clinic Operations, Patient Experience, Quality & Compliance, Human Resources, Physician Recruitment & Contracting, Administration, and Communications for the Washington Township Medical Foundation and Washington Township Medical Group• Oversee annual operating budget for 2 organizations with 27 practices and 200K+ annual visits, including revenue forecasts, visit projections and expenses• Set the strategic and tactical direction for the senior operations management team of primary care, mental health, specialty, and surgical ambulatory clinics while leading complex projects and initiatives such as implementing telehealth via collaboration with physicians, operations, revenue cycle, billing, IT, and marketing• Pivoted organization in response to COVID-19 pandemic including launching a telehealth platform, putting in place safety protocols, developing return-to-work guidelines, canceling and rescheduling elective surgeries and appointments, and developing contingency plans for COVID exposures and absences• Launched the WHHS Community COVID Vaccination Clinic using lean principles, generating $3M over budget prediction while serving 100K patients • Oversee the outpatient metric performance the Quality Incentive Program, resulting in $11M+ in incentives in first two years• Collaborate with other members of the Diversity, Equity, and Inclusion Committee to create a formal approach to diversity equity and inclusion• Advise senior executives on HR vision while recommending solutions such as restructuring the operations team, providing staff with advancement opportunities, and enhancing the compensation package to achieve market parity • Oversee internal and external communications channels, ensuring targeted messaging to desired audiences while advancing the brand and driving revenue increases• Launched Patient Contact Center to take rollover calls from the primary care clinics and developed service line metrics, resulting in increased patient satisfaction

University of San Francisco

Bachelor of Science (BS), Organizational Behavior and Leadership

University of San Francisco

Masters in Public Administration