Operations Director - Center & Regional Leader (Healthcare)

Karyn Britton

*********@*****.*** 940-***-****

Summary

Dynamic Center Operations Director with over 7 years of experience in the healthcare sector, proficient in managing CRM systems like Salesforce and optimizing team productivity through advanced workforce management tools. Achieved a 14% increase in client experience and led a location to a top 10 ranking out of 60. Known for strategic vision and empathetic leadership, ready to leverage unique skills to drive growth and enhance operational efficiency. Work Experience

Center Operations Director/Regional Manager, Nova Medical and Concentra, 07/2023 – Present

Managed CRM platforms including Salesforce, driving client experience improvement by 14%.

Oversaw workforce management tools such as NICE, Verint, and Genesys to enhance team productivity.

Pioneered the region's ascent to a top 10 position out of 60 locations. Achieved growth of 7.5% year over year, surpassing projections. Facilitated location growth through collaboration with Operations, Medical, and QA teams alongside Calabrio.

Optimized communication and collaboration via Zoom, Teams, and Slack. Increased Net Promoter Score (NPS) by 22% through strategic initiatives. Demonstrated leadership characterized by strategic vision, adaptability, and empathetic team management.

Traveled 25%

Contact Center Supervisor, Kelsey-Sebold Clinics,

07/2022 – 07/2023

Led a team of 21 Healthcare Service Representatives (HSRs). Provided direction, coaching, and development to elevate team performance. Identified training needs and formulated action plans for enhancement. Collaborated with the Workforce Management Team for resource planning and productivity optimization.

Reduced team call handle time by 21%.

Ensured compliance with corporate and contact center policies. Center Manager Infertility, Center for Reproductive Endocrinology, Dallas 10/2021 – 06/2022

Cultivated leadership skills among staff through delegation and empowerment. Managed revenue cycle processes and instituted front office protocols. Scheduled surgeries and monitored patient flow to address service gaps. Collaborated with physicians to establish goals and enhance patient experiences. Handled credentialing and front office operations for a growing practice. Corporate Practice Manager, Retina Associates of New Orleans, New Orleans 04/2017 – 12/2020

Supervised 27 office personnel, 15 clinical staff, and 5 providers across 8 locations. Managed credentialing processes for multiple locations and Locum Tenens. Revitalized revenue management through improved billing processes. Oversaw financial transactions and managed a $750,000 operating budget. Recruited, trained, and developed staff while sustaining vendor relationships. Contact Center Supervisor – VA Choice Program, TriWest Healthcare Alliance, New Orleans 02/2015 – 03/2017

Mentored and developed a team of 65 Customer Service Specialists. Managed workforce scheduling and provided analytics for productivity enhancement. Streamlined efficiency through staff training and team-building programs. Recruited, re-credentialed, and negotiated contracts with healthcare providers. Fostered provider relations for local physicians and enrollment initiatives. Partnered with local VA facilities on various initiatives. Oversaw claims processing for 25 claim specialists. Call Center/Provider Relations/Client Success, Blue Cross Blue Shield of Texas, Amarillo 07/2012 – 02/2015

Supervised a team of 60 agents along with 6 Special Material Experts. Enhanced productivity and service quality through proactive leadership. Conducted audits and ensured compliance with federal and state regulations. Managed provider relations, including contract administration and training processes. Medical Practice Manager, Dr. Mark K Davis, San Antonio 04/2006 – 07/2012

Recruited, hired, and trained staff while providing direct supervision and development opportunities.

Managed a three-location practice with 25 staff and 3 clinicians. Increased revenue by 9% annually.

Oversaw credentialing and recruitment for residents, fellows, and locum tenens practitioners.

Managed financial transactions with oversight of a $520,000 operating budget. Realigned patient scheduling and optimized resource allocation. Education

Certificate, Business Administration, Alamo College, San Antonio 08/2012 – 05/2013

Associate of Science, Medical Office Management, Phillips Junior College, Harahan 05/1990 – 07/1993

Associate of Science, Nursing, Delgado/Charity School of Nursing, New Orleans 1994 – 1997

Skills

Languages

English Native

Credentialing Revenue Cycle Management Clinical Research Workforce Management Medical Practice Administration Strategic Planning Data-driven Decision-making CRM platforms Salesforce Zendesk Workforce Management Tools NICE Verint Genesys Calabrio Zoom Teams Slack Net Promoter Score (NPS) EHR Implementation EPIC NexGen NexTech iMedNet Medidata KPI Development

Performance Analytics Billing processes Financial transactions Operating budget management Contract negotiation Claim processing Problem resolutions Customer Experience (CX) Optimization Policy and Process Development Compliance/Regulatory Training and Development Leadership Strategic vision Adaptability Empathetic team management Coaching Delegation Empowerment Collaboration Communication Team-building Provider relations Client Success

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