Supervisor of Clinical Operations

HOLLY THOMPSON

**** **** *** · South Charleston, WV 25309 ·

304-***-**** · *********@*******.***

Skills

Customer Service: Quickly respond to any and all patient concerns. This includes billing/claim issues as well as quality of care matters.

Business Acumen: Drives excellence in business, clinical, and financial operations through budget management, inventory control, report management, staff development and claims management. Fluent in Microsoft Office products.

Account Management: Managed complex business accounts to ensure positive relationships, enhanced sales and efficiency in meeting business needs. Human Resources: Acts as the catalyst to ensure staff are passionate about delivering genuine, caring and friendly service. Maintains a culture of excellency by onboarding, developing and retaining associates and encouraging a high-communication environment in the workplace. Technical Considerations: Fluent in Excel and all Office products, Kronos, MSP and ADP. Novice skill level utilizing WordPress. Previous experience working in a remote environment. Experience

January 2013-Present

UnitedHealth Group- MedExpress Urgent Care- Supervisor of Clinical Operations Manage the day-to-day operations in a high-volume medical setting. Successfully led a team of medical professionals through the coronavirus pandemic, encouraging a team of 19 licensed and non-licensed employees to calmly provide superior care to each patient while adhering to new risk reduction protocols. Generate and complete daily reports and work closely with local counterparts and our regional management to ensure compliance in all areas or operation.

• Exceeded company overall attrition goal of 35.5% by 15% in 2019.

• Responsibly managed a $2.2 million center budget completing 2019 7.0% under budget.

• Completed 2019 with 100% compliance for staff licensing, OSHA mandated trainings and corporate learning requirements.

• Identify bottlenecks in processes and offer recommendations for improvement. August 2009- January 2013

YMCA, Beaufort, SC- Membership Marketing Director

Worked both in the office and remote setting to determine and implement marketing objectives. Drafted, proofed and issued press releases for all YMCA events and fundraisers. Maintained effective working relationships with all media outlets and coordinated all ribbon cutting and press conference events as well as assisted in grant writing efforts.

• Developed an annual comprehensive marketing plan including a $1.2 million budget, promotional calendar, advertising breakout and monthly initiatives to address membership retention, staff incentives, advertising and membership terminations.

• Supervised a 10 person membership team and worked with staff to set and achieve sales and fundraising goals collectively exceeding business goals each calendar year.

• Coordinated an annual fundraising event raising over $15,000 in its second year. June 2008-July 2009

Eli Lilly, Wheeling, WV- Pharmaceutical Sales Representative Developed relationships with physicians and key decision-makers to drive and increase share of market with target products. Maintained knowledge of medical terminology, anatomy and physiology, systems and disease processes, as well as managed care, the formulary system and cost issues facing practitioners.

• Sales portfolio ranking of 5/355 in the nation ranking overall in the top 10% of sales personnel.

• Appointed as Spirit Champ, Program Champ and Logistics Champ within first 6 months of employment.

• Managed business portfolio of over 100 providers to establish relationships, secure sales and routine resolve complex formulary issues.

February 2006-June 2008

Wheeling Island Casino, Wheeling, WV- Advertising Coordinator Drafted, proofed and issued press releases for all casino events. Assisted with the development and execution of promotions and events as well as assisted in grant writing efforts. Facilitated all direct mail processes including design, proofing/editing, printing and shipping. Coordinated the design and placement of all media including radio, TV, outdoor billboards and print advertisements.

• Managed the 2008 United Way campaign collecting over $35,000 in donations and encouraged involvement by over 76% of Wheeling Island associates

• Appointed as a Delaware North GuestPath trainer for all new casino associates, introducing multiple groups of 50-75 employees to the customer service standards required in the industry.

• Managed vendor accounts to ensure all aspects of the production process were completed efficiently.

• Researched new markets to generate awareness, increase product trials/sales and diversify customer population.

EDUCATION

University of Phoenix: Master of Business Administration- 2007 West Liberty State College: Bachelor of Science in Dental Hygiene- 2005

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