Business Operations Manager

Kristina Quarles

Clarksville, TN ***** 615-***-**** ******.*********@*****.***

Professional Summary

Experienced Director of Business Operations Manager. Skilled in guiding navigation of modern technology. Accustomed to driving efficiency and effectiveness by developing, delivering and supporting strategic plans. Demonstrated skill in translating technical requirements to deliver the desired business solutions. Forward-thinking, strategic, detailed-oriented, and self-motivated leader with a successful record of building positive relationships with internal and external stakeholders.

Skills

Business Operations

New Market Deployment

Case Management

Discharge Planning

Performance management

Project management

Coaching/Training

Multitasking abilities

Quality management

Results driven

Process Development

Agile framework

Critical thinking

Analytical skills/analysis

Flexible & Adaptable

Work History

Director of Operations for RNP Deployment, 02/2020 to Current

SpecialtyCare Inc. – Brentwood, TN

Accomplishes department objectives by managing staff; planning and evaluating department activities.

Establishes and maintains trusted relationships with all business partners. Including hospital settings, outpatient services, physician groups, and internal partnerships across the United States.

Maintains staff by recruiting, selecting, orienting, and training employees.

Ensures safe, secure, and legal work environment.

Develops personal growth opportunities.

Accomplishes desired staff results by communicating job expectations; planning, monitoring, and appraising job results.

Coaches, counsels, and disciplines employees.

Develops, coordinates, and enforces systems, policies, procedures, and productivity standards.

Establishes strategic goals by gathering pertinent business, financial, service, and operations information.

Defines objectives, identifies and evaluates trends and options, chooses course of action, and evaluates outcomes.

Accomplishes financial objectives by forecasting requirements, preparing annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions.

Oversees financial and business KIPs, conducts monthly reviews and sets next steps to reach goals and proactively identify potential challenges in the upcoming months.

Effectively drives projects from start to finish through team engagement, collaboration, focused and strategic discussions regarding new business as well as process improvement.

Maintains a solution-focused approach to all aspects of operational leadership and process improvement.

Maintains quality service by enforcing quality and customer service standards, analyzing and resolving quality and customer service problems, and recommending system improvements.

Contributes to team effort by accomplishing related results as needed.

Oversees development and implementation of improvements for support and network operations.

Provides collaborative approach to plan, develop, align and execute strategies that would meet client's vision, mission and purpose.

Senior Customer Relations Director, 06/2017 to 10/2020

Vanderbilt University Medical Center – Nashville, TN

Led activities of project team and facilitates relationship with customer independently.

Identifies appropriate resources and develops schedules to ensure completion of project.

Coordinated activities of team by becoming familiar with scope and objectives and roles of team members.

Understood customer needs and uses expertise to meet their needs.

Conducted analysis and translates to identify trends with actionable items. Leads project teams.

Coached development of staff. Implements complex large/multiple projects.

Managed client relationships through ongoing process improvement efforts, customer satisfaction reviews, and monthly KIP reviews.

Effectively established and maintained trusted relationships with all business partners. These partnerships included in and out-patient service providers, other internal departments, as well as patients and their families.

Effectively lead project improvement efforts to ensure the highest standards were in place.

Director of Marketing and Admissions, 02/2014 to 06/2017

Signature Care – Nashville, TN

Maintained desired census and waiting list, interact with community, implement facility's marketing plan, travel, speak before groups, obtain resident information, complete and maintain admission records and documents, communicate with families/responsible parties, work with referral agencies.

Developed long-range and short-range marketing plans, establishing goals and objectives consistent with overall goals and annual budget of facility.

Developed and implement promotional activities that highlight facility's ability to provide quality care and services.

Tracked relevant marketing data such as inquiries by number, quality and source, conversion ratios, admission patterns, census and mix, and discharges and prepare reports as required by Administrator.

Lectured before groups relative to health and long-term care services.

Acted as liaison with physician offices, discharge planners and other referral sources.

Conducted tours of facility and grounds for potential residents, families, community and representatives from placement agencies and referral sources.

Followed up on inquiries and maintain current and active waiting lists.

Maintained accurate record of available beds.

Maintained daily and monthly census reports as directed.

Established records for current Medicare/Medicaid regulations governing admission/discharge requirements.

Interviewed applicants for admission and acquire necessary information, documentation, permits, releases, authorizations, and signatures.

Interviewed family members/responsible parties and obtain required information, documentation and signatures.

Explained to family members/guardians facility room rates, billing procedures, restrictions, resident care procedures, visitor policies, and other facility policy as appropriate.

Discharge planning and care plan management.

Assembled and checked for completeness all preadmission and admission documents. Forward to appropriate department.

Assisted in orientation of residents and family members in accordance with facility procedures.

Maintained current listing of all residents, their level of care, assigned room numbers.

Director of Centralized Admissions, 2004 - 2014

Vanguard Healthcare – Brentwood, TN

Education

MBA: 12/2017

Strayer University - Washington, DC

BBA: 06/2015

Strayer University - Washington, DC

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