Client Services & Operations Manager (Healthcare)

Shannon McNeil

Manager of Client Services, Operations, and Marketing within the Healthcare,

Customer Satisfaction, and Hospitality industries. Let's have a conversation! 1710 N Robertson St New Orleans, LA 70116 +1-985-***-**** ********@*****.*** Professional Summary

Dynamic manager with 13+ years in client relations and operations, skilled in guest service excellence, team leadership, and process improvement. Proven record in training and mentoring staff while driving operational efficiency and quality service in fast-paced environments, making a significant impact on customer satisfaction. Work Experience

Business Office Manager

Grace Consultants Louisiana

May 2020 to Present

• Managed and coached marketing team, ensuring high standards of performance and collaboration.

• Planned and implemented marketing events and educational seminars to engage clients and stakeholders.

• Organized and distributed marketing materials to support outreach and guest engagement initiatives.

• Trained new team members, fostering a positive and productive team environment.

• Collaborated with leadership to align team objectives with organizational goals. Manager of Operations, Staff Enhancement, and Business Development Grace Consultants Metairie, LA

August 2012 to Present

• Led and supervised teams of up to 56 employees, ensuring efficient daily operations and high service standards.

• Developed and implemented strategies to improve productivity and streamline guest service processes.

• Maintained quality control and resolved guest complaints to enhance satisfaction and brand reputation.

• Negotiated contracts with vendors, supporting operational needs and cost management.

• Provided coaching and mentoring to staff, supporting professional development and team morale.

• Ensured compliance with regulatory requirements related to health, safety, and sanitation.

• Increased guest satisfaction through new service protocols and continuous improvement initiatives.

• Cultivated partnerships with suppliers to support operational efficiency and cost savings. Director of Payor Relations / Business Administration Murphy & Associates Laplace, LA

March 2015 to May 2020

• Produced and implemented marketing plans to rebrand and improve facility engagement.

• Recruited hospital staff and investors to support business growth and service delivery.

• Managed accounts and relationships with acute care hospitals, skilled care facilities, and community organizations.

• Increased guest satisfaction through implementation of new service protocols.

• Launched new service policies to drive revenue and enhance guest experience.

• Built strategic partnerships to support operational and financial objectives. Director of Marketing of Inpatient LTAC Hospital and Inpatient Rehabilitation Murphy & Associates

March 2015 to May 2020

• Produced and implemented marketing plans to rebrand and increase facility engagement.

• Recruited physicians and managed referral accounts with healthcare organizations.

• Provided community education on services and acted as liaison for guest satisfaction.

• Coordinated insurance prior authorizations and trained liaison team to support service standards. Director of Clinical Liaisons / Case Management

Specialty Acute Care

January 2011 to March 2015

• Trained and managed new hire nurses and marketing representatives to ensure service quality.

• Developed relationships with investors and recruited physicians to support organizational growth. Marketing & Clinical Liaison / Case Management

Specialty Acute Care Luling, LA

January 2011 to March 2015

• Recruited physicians and investors to support organizational initiatives.

• Delivered marketing presentations and in-services to engage stakeholders.

• Collaborated with interdisciplinary teams to coordinate and monitor service delivery.

• Maintained accurate documentation of client interactions and outcomes.

• Coordinated referrals and served as liaison among clients, families, and organizations. Education

Certification

Train The Trainer Slidell, LA

January 2005 to February 2005

Bachelor's degree

Upper secondary education

Skills

Operations management Team management Staff training Process improvement Guest relations Customer satisfaction improvement Event planning Conflict resolution Coaching and mentoring Recruitment Quality assurance Organizational skills Vendor management Administrative experience Computer literacy

Certifications and Licenses

First Aid Certification

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