DIRECTOR: Training/ Operations

DIANA L. DELANEY

***** * ***** *****, ****** Creek, Michigan 49014

269-***-**** / *******@***.***

DIRECTOR

Operations / Training

Dynamic operations professional with broad experience developing strategies in alignment with corporate objectives and customer needs, creating procedural solutions, and training staff for greater efficiency. Ability to identify niche market opportunities. Evaluate Financial Risk and modify collection processes. Significant strengths in accreditation processes, facilitating organizational change, and optimizing financial procedures. Produce exemplary results based on productive partnerships, maximizing resources, customer service, rapid resolution of challenges and organizational concerns.

AREAS OF EXPERTISE

Management: Full Life-Cycle Management, Continuous Process Improvement, Revenue Growth, Cut Costs

Training: Curriculum Development, On-Site and Web Delivery, Orientation, Software Strategies

PROFESSIONAL SYNOPSIS

Career Note: Continued independent study on professional issues 2008 to present.

GREAT LAKES MICROSYSTEMS, Battle Creek, Michigan • 2004-2008

Comprehensive home-care software and billing service for certified, private duty and hospice agencies, with 12 staff.

Technical Trainer: Led training and collaborated with other training colleagues. Conducted training sessions on-site and via web sessions for customers. Initiated updates for quarterly software releases.

• Re-structured training process optimizing workflow, use of software, and standardizing scripts/movies.

• Increased revenue 30% and staff by 7 expertly initiating new line of billing services, and building client base by acting as strong advocate for customer service.

FAMILY HEALTH CENTER, Battle Creek, Michigan • 2002-2003

Federally-funded health care, pharmacy, and dental service provider with 100 staff.

Support Services Manager: Supervised Scheduling/Patient Registration staff, providing hands-on problem-solving for any patient concerns, including scheduling and patient check-in.

• Authorized additional appointment times for providers, modifying software as customer need increased.

• Improved scheduling and phone triage responses to enhance customer service, decrease scheduling errors, and maximize efficiency.

DAVID LONG, DDS, Battle Creek, Michigan • 2000-2002

Dental services office, with 9 employees.

Office Manager / Financial Coordinator: Managed all aspects of patient registration, appointment scheduling, phones/reception, and client billing/insurance. Developed client payment plans, such as Care Credit and American General, to maximize collections. Managed office inventory. Prepared daily deposits and bank register. Hired/trained office staff.

• Contributed to seamless transition during office move, including selection of new phone system and computers/networking equipment.

• Achieved 98% success rate for securing funding for dentistry services.

DIANA L. DELANEY

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*******@***.***

ASSISTED LIVING CONCEPTS, Menomonee, Wisconsin • 1998-2000

Network of assisted living facilities, including 3 in Michigan, and corporate headquarters in Oregon. 100 staff.

Program Director: Directed all aspects of daily operations, including disaster preparation such as fire drills, concerns with facilities, apartment sales/tours, and hiring/screening/orientation of personal care assistants.

• Rallied residents and staff to quickly and seamlessly re-locate over weekend due to plumbing break.

• Promoted to Program Director of Kalamazoo, Michigan facility within a few months of hire, based on outstanding organizational abilities and performance.

• Achieved several awards and bonuses at Regional Meetings for highest sales.

ADDITIONAL EXPERIENCE

LIFESPAN, INC., Battle Creek, Michigan

Certified home care agency with over 300 employees.

Director of Administrative Service: Drove all aspects of facility functioning, including hiring, performance appraisal, and budget administration for 21 staff at 3 facility sites. Directed procurement of computer technology, phones, and office equipment. Managed all billing teams, medical supply team, and AR.

• Chaired Information Management team, achieving 1997 Joint Commission Accreditation, based on meticulous policy revision, review of current practices, and staff education.

• Reduced $2M aged receivable accounts, benchmarking days of revenue to 6.

• Increased revenue 2%, based on expert revision of medical supply process, turning around history of consistent losses on sales of medical supplies.

• Decreased expenses and increased efficiencies creating a community volunteer program collaborating with community senior resources.

• Led project to plan and coordinate the move of 4 separate business units to a new facility, including closing offices, ending leases, and facilitating quality, cost, safety, and employee morale during merger in optimal design of new phone/paging/networking systems, office equipment, workstation, and furniture designs.

• Seamlessly completed move over 8 days with no disruption to services for 500+ clients and 300 staff.

• Earned multiple Employee of the Year Awards with Visiting Nurse Services Group.

EDUCATION

Bachelor of Science in Health & Physical Education, Eastern Michigan University, Ypsilanti, Michigan

PROFESSIONAL DEVELOPMENT

Continuous Quality Improvement Certificate

Seven Habits of Highly Effective People

Novell System Manager Standard Course Certificate

Captivate Software Certificate

Team Building, Leadership, and Communication Seminars

Jeffrey Gitomer, Zig Ziglar, Dale Carnegie (Independent Study)

COMPUTER SKILLS

MS Office Suite / GoToMeeting / XP & Vista OS / Captivate Video-Making Software / Lotus 123

Ubiquity / Mysis / STAT / HomePro / Word Perfect / Amipro / Multi-Mate / Novell Networking

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