Experienced healthcare professional

Kimberly Gannon, MBA

*********@*****.*** 559-***-****

Greenville, South Carolina

Professional Summary

Motivated business leader with 25 years of progressive experience in management and operations. Team player dedicated to helping employees improve their skills and techniques in order to reach larger goals. Visionary behind company operations and strategies. Detail-oriented multi-tasker who thrives in fast-paced environments.

Skills

Deep understanding of how to streamline business operations and engage employees in order to reach company objectives and increase profits. -Excellent at analyzing team strengths and leveraging individual assets to reach business goals efficiently. -Exceptional verbal, written, and interpersonal communication. -Active listener committed to providing helpful feedback tailored to employees’ strengths and opportunities. -Thorough working knowledge of healthcare initiatives and emerging best practices.

Experience

The Permanente Medical Group – San Francisco Medical Center/Remote – Director

2019-March 2022

Managed all operations for large multi-specialty outpatient clinic with 24 physicians and optometrists, 4 mid levels and 65 staff members

Conducted monthly trainings for process improvement, patient experience (satisfaction scores in the upper third in NCal), regulatory/compliance (100% year end) and telephonic service (satisfaction scores in upper 80%)

Led a multi-disciplinary team implementing virtual care including policy/procedures, training and quality service resulting in the highest patient satisfaction score in Northern California

Led innovative reward and recognition for staff which resulted in an improvement in satisfaction scores of over 25% from previous year

Triton Professional Employer Organization (PEO) VP-Operations/Consultant

2016 - 2018

Manage all functions of Human Resources for 10 medical practices

Coach and mentor on- site managers

Training and development of support staff including professional development, quality and compliance

Recruitment/onboarding for all sites

New Practice Start up

Credentialing

Risk Management

Training for Regulatory Compliance

The Heart Group Administrator

2013 - 2016

Responsible for overall operations of two offices consisting of 13 physicians, two mid-levels and 60+ staff. In collaboration with physicians developed strategic plan for practice. Implemented standardization of policies and procedures to ensure maximum efficiencies and improve patient satisfaction.

Coach and mentor all staff. Knowledge of progressive discipline and developing performance improvement plans

Guidance and coaching on Labor Law and California at-will employment

Recruitment of physicians and staff including hiring and termination

Knowledge of regulatory guidelines and compliance ensuring

Increased patient base with development of new outreach strategies including development of website and various social media

Effectively managed multi-million budget

Developed and implemented Employee Handbook

The Permanente Medical Group - Fremont-Hayward Medical Centers

Director - Patient Experience/Leadership Development

1996-2013

Directed training to enhance workplace performance at all levels of staffing across large medical center of over 5000 employees and 500 physicians

Designed, implemented and participated in Leadership Development Institutes providing leadership skills, new initiatives and innovative projects to audiences of over 250 consistently scoring 4.8 out of 5.0

Provided program management of Hiring for Service – a behavioral-based approach to hiring for customer service

During a 10-year period, increased the service performance of the medical center from the rank of 16th in Northern California to the 9th as of 2013

Developed and implemented New Employee Orientation, New Physician Orientation and New Manager Orientation

Successfully negotiated and managed multi-million-dollar contract with the Studer Group, a Quality and Service Excellence Performance project

Developed Standards of Performance in collaboration with all participating unions

Participated in the development and rollout of the Physician’s Code of Conduct

Worked with hospital and health plan in developing strategic vision, goals and objectives

Clinical Department Manager and Director

Responsible for recruiting, orienting, training and supervising outpatient surgical medical department including all day-to-day operations, fiscal, compliance, quality, population health management and regulatory aspects of medicine

Oversight of all facets of staff performance; performance evaluation, progressive discipline, mediation of staff disputes and grievance procedures in accordance with state and federal laws. During tenure as manager no grievances were filed within the department

Proven successful leadership in achieving strategic and organizational goals such as implementing multi-year strategic plan of offering employee wellness activities, flexible work schedules, promoting work/life balance and rewards and recognition programs

Established training programs for staff in regard to all aspects of workplace performance and professional development with 50% of staff eligible for promotion to next level of job

Implemented cross functional teams to focus on and improve performance excellence resulting in the #1 Eye Services Department in Northern California in 1997, 1998, 2000-2002

Responsible for the recruitment and supervision and performance evaluation of clinical, administrative and medical staff

Education

MBA - California Coast University 2015

BS - Health Care Administration – California College of Health Science/CSUF 2002

Executive Leadership Certificate – Wharton School of Business 2001

Master’s Certificates in Human Resources, Project Management and Strategic Organizational Development

Villanova University and California State University East Bay 2008

Certified Ophthalmic Technician (COT) – AAO/JCAHPO (now expired) 1988

Certified Ophthalmic Assistant (COA) – AAO *in process 2022

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