Healthcare Operations

Susan McClain

Kansas City, MO 816-***-**** *************@*****.***

PROFESSIONAL SUMMARY

Healthcare Operations Manager with 20+ years of progressive leadership experience overseeing healthcare administration, workforce operations, patient services, regulatory compliance, business development, and cross-functional team management. Proven success leading caregiver operations, client onboarding, scheduling, revenue growth initiatives, referral partnerships, quality improvement programs, and HIPAA-compliant processes. Expertise in Medicare, Medicaid, care coordination, workforce planning, KPI management, operational efficiency, and healthcare service delivery. CORE COMPETENCIES

Healthcare Operations • Patient Services Management • Care Coordination • Workforce Management • Staff Scheduling • Team Leadership • HIPAA Compliance • Medicare & Medicaid • Regulatory Compliance • Quality Improvement • Process Optimization • Budget

& Resource Management • KPI Tracking • Performance Management • Talent Acquisition • Training & Development • Client Relations • Referral Network Development • Healthcare Administration • Strategic Planning

PROFESSIONAL EXPERIENCE

Independent Healthcare Advocacy Consultant Kansas City, MO Jan 2025–Present

• Guide clients through Medicare, Medicaid, elder-care, and healthcare support programs.

• Review documentation, coordinate referrals, and ensure compliance with healthcare regulations.

• Advocate for patients and families while navigating complex healthcare systems. Family Care Manager / Medical Liaison Apr 2025–Dec 2025

• Coordinated care plans, medical appointments, transportation, and communication among providers, hospice teams, and family members.

• Managed medication oversight, healthcare logistics, and care documentation.

• Supported quality-of-care initiatives through proactive monitoring and coordination. Director of Sales & Marketing Visiting Angels Jul 2023–Apr 2025

• Directed business development, client acquisition, referral partnerships, and operational growth initiatives.

• Collaborated with hospitals, physicians, rehabilitation centers, and senior care organizations.

• Managed performance metrics, service delivery standards, and client retention strategies. Caregiver Operations Manager Visiting Angels Mar 2023–Jul 2023

• Led caregiver staffing operations, scheduling, onboarding, recruiting, training, and performance management.

• Conducted HIPAA and compliance training while supporting workforce readiness.

• Implemented technology solutions, EVV processes, and operational improvements to increase efficiency.

Customer Service Specialist Social Security Administration Dec 2017–Sep 2019

• Assisted beneficiaries with Medicare, Medicaid, retirement, and disability programs.

• Evaluated eligibility documentation and resolved complex benefit issues.

• Delivered exceptional customer service in a highly regulated environment. Chief Administrator Control Printing Group Jul 1998–Oct 2017

• Directed daily operations, employee relations, compliance activities, and strategic initiatives.

• Managed cross-functional teams and implemented policies that improved operational performance.

• Oversaw administrative systems, reporting, and organizational process improvements. EDUCATION

Bachelor of Arts (B.A.), Elementary Education Graceland University Lamoni, IA

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