Operations leadership
Cross-functional planning, multi-site coordination, policy development, resource allocation, facilities, and the connective tissue that keeps teams moving.
Healthcare operations · Bilingual EN / ES
People-first operations.
Better systems.
More access.
I’m Rachel Bierly, an operations leader who brings people, process, and technology together to make organizations work better — especially when the work matters to real people.
West Chester, Pennsylvania · Greater Philadelphia
7locations supported
5,000+patients served
80+volunteers led
up to 40%fewer no-shows
What I bring
I like the messy middle — where strategy has to become real.
My work lives between the big picture and the day-to-day: building clearer workflows, helping teams adopt better tools, improving access, and making sure change actually works for the people inside it.
Access & experience
Patient access, front-office systems, telehealth, transportation programs, scheduling, and practical fixes that remove friction for the people being served.
Change & technology
EHR implementation, digital volunteer management, automation, reporting, software adoption, end-user support, and translating new systems into usable workflows.
Teams & partnerships
Staff and volunteer leadership, training, stakeholder engagement, community relationships, and building trust across departments and outside partners.
Selected impact
Make the work easier to do — and easier to access.
I’m most proud of improvements that are visible in everyday operations: fewer missed appointments, smoother handoffs, clearer systems, stronger teams, and technology that helps instead of getting in the way.
Reduced no-shows by up to 40% on average
Implemented policies and operational improvements across specialty clinic workflows to improve attendance and capacity use.
Helped modernize the clinical technology stack
Supported planning, implementation, and end-user adoption for the organization’s migration to eClinicalWorks.
Scaled multi-site access operations
Directed front-office, telehealth, transportation, and patient-access workflows while supervising staff and a large volunteer team.
Experience
A fast-moving path built from trust, curiosity, and doing the work.
Community Volunteers in Medicine · West Chester, PA
Director of Clinic Operations
Senior leader reporting to the COO, overseeing strategy, programs, and operations across departments and seven locations. Leads cross-functional work around patient access, workflow efficiency, technology adoption, policy, facilities, partnerships, and organizational planning.
Community Volunteers in Medicine
Director of Patient Access
Directed front-office, telehealth, transportation, and access operations across multiple sites. Supervised 5+ staff and 80+ volunteers, led training and scheduling, modernized the Volunteer Rides program, and improved specialty clinic attendance.
Community Volunteers in Medicine
Patient Access Team Manager
Managed daily front-office and interpreter workflows, EHR data quality, patient communication, Spanish-language eligibility screenings, volunteer training, and scheduling improvements.
Research & journalism
Researcher and Journalist
Wrote on Latin American politics and society, organized roundtables, recruited guest speakers, and created newsletters and social content — an early chapter that sharpened the communication skills I use every day now.
A little more context
Language nerd turned operations leader.
I studied linguistics, Spanish, and Latin American Studies at the University of Pittsburgh. That background still shows up in how I work: I pay attention to how people communicate, where meaning gets lost, and what makes a system understandable.
Strategic planningChange managementWorkflow optimizationProject executionEHR systemsAutomationReportingStakeholder engagementEnglish + Spanish
Let’s connect