Manager Staff

Carrie Hayne

425-***-**** ***** SE ***th Place, Issaquah, WA 98027 *******@*******.***

CAREER PROFILE

Accomplished Senior Operations and General Management Executive known for superior interpersonal skills, vast experience with developing and mentoring strong leadership teams and motivating staff to meet organizational goals. Driving business results and maximizing revenue through delivery of exceptional services and prudent management of people, processes and technology. Proven ability to manage budgets in excess of $50 million through continuous process improvement strategies and developing high performing work teams.

Expertise includes: Labor Relations, Talent Management, Union Negotiations, Strategic and Business Planning, P&L Management, Continuous Process Improvement/Lean, Organization Transformation, Employee Engagement, Program Design and Implementation.

SIGNIFICANT ACCOMPLISHMENTS

Regional Operations Director of 38 clinics focusing on employee performance outcomes, recruiting and retaining staff, excellent patient care, high quality outcomes and financial growth. Improved employee one year retention across Washington State by 10% overall.

Executed new recruiting program to drive candidate pipeline and reduce time to hire by 10 days.

Vice President of large division of over 400 employees and integration of four distinctly separate branch offices into one division successfully improving people, financial and quality outcomes.

Led and managed rapid process improvement events including reduction of accounts receivable of $1.4 million.

AREAS OF EXPERTISE

Leadership

Managed $57 million budget with a workforce of 480 professional and operational staff.

Grew volume by 119% in two offices through recruitment of new staff and retention of high performing employees to assure delivery of services and maintaining established outcomes. Eliminated need for temporary/contract staff thereby reducing labor costs by $60,000 per month.

Reduced turnover by 20% through significant change in pay model for professional staff.

Led multiple steering committees to improve financial and quality outcomes and established standard work processes in key departments saving 15% in labor costs.

Collaborated with executive leadership team to successfully negotiate Collective Bargaining Agreements.

Developed and implemented long range strategic goals resulting in appropriate work prioritization and improvement in nine key performance indicators within one year focused on financial and quality outcomes.

Established new way of monitoring and measuring targeted time to hire and established a highly collaborative recruiting and operations team to meet goals.

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Continuous Performance Improvement

Trained 100% leaders and staff on basics of continuous process improvement supporting the organizational goal to move toward a culture of lean and implementation of standard work processes.

Redesigned standard work processes and physical space within three separate offices focused on improving workflow and resulting in improved customer satisfaction by 30%.

Led and managed cross departmental teams focused on developing and implementing transformational change to eliminate non-value added work resulting in elimination of two vacant positions within one area.

Developed and educated staff on key process indicators and measurements resulting in implementation of visual boards and daily huddles focused on improving overall performance.

Successfully led various technological implementation projects including digital imaging, reporting, and electronic medical records.

Organizational Assessment and Design

Collaborated with Chief Human Resources Officer, Chief Financial Officer and peers to design and implement new leadership structure resulting in reduction of one vacant director position.

Led implementation of new leadership model including development of communication and plan for rollout, creation of new job descriptions, development of new policies and procedures, recruiting and onboarding new leaders while assuring operations were not negatively affected.

Sponsored team of managers and staff to centralized referral and insurance billing department resulting in creation of standard work, visual management boards and daily huddles to assure high customer satisfaction.

Operations

Led staff responsible for analytics, financials, human resources, business development, compliance, risk and safety to meet organizational goals and assure compliance with state and regulatory audits.

Improved staff productivity resulting in revenue growth 10% year over year.

Oversaw human resource activities including recruitment, education, retention and other areas in union and non-union work environments.

Developed key process indicators and measurements resulting in implementation of visual boards and daily huddles involving all levels of staff engaged in improving overall performance.

Developed key process indicators and measurements resulting in implementation of visual boards and daily huddles involving all levels of staff engaged in improving overall performance.

Compliance with all state and federal regulations resulting in 100% adherence.

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Employment

DaVita Healthcare Partners, Federal Way, WA June 2015 - Present

Provide strategic and tactical leadership of clinic operations. Identify and develop strategic growth opportunities and monitor division performance. Develop and lead recruitment and retention strategies to attract highly qualified clinical and operational teammates.

Associate Consultant, Lisa Williams & Associates, Seattle, WA August 2014 – June 2015

Provide healthcare organizations with strategic, operations and operational services. Transform and streamline internal operations. Expertise in continuous improvement, process improvement, lean execution including training on tools and methods, establishing management systems and working with executives to establish a mindset and culture.

Vice President, Providence Health & Services, Home Health, Renton, WA August 2008 – July 2014

$50 million division specializing in clinical home health services across eight counties.

Devised and executed strategic and tactical action plans focused on improving financial performance, strategic growth, and building high performing teams to drive financial, quality and patient satisfaction outcomes.

Manager, Overlake Hospital Medical Center, Bellevue, WA March 2005 – August 2008

Manager Breast Health and Diagnostic Center August 2005 – August 2008

Profitable, multi-site mammography and diagnostic center improving the health of women.

Interim Manager March 2005 – August 2005

Contracted to manage hospital medical records department. Worked with staff and hospital leadership to streamline processes, eliminate waste and reduce billing process time by ten days.

Director Clinical Improvement, Group Health, Seattle, WA September 2001 – February 2005

With physician partner oversaw multiple teams focused on designing and executing strategies to improve the health of the community.

Internal Consultant, Overlake Hospital, Bellevue, WA October 1999 – September 2001

Led and managed various multi-departmental teams charged with eliminating waste to improve financial and patient outcomes.

Education

University of Phoenix, USA, Masters Business Administration

Metropolitan State College at Denver, Colorado, Bachelors of Science Healthcare Administration/Minor in Finance

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