ANGELA DONOVAN
West Palm Beach,FL
Summary
Visionary C-Suite Level Executive Healthcare Operations Leader with expertise in all facets of multisite operations, change management, financial management, strategic planning and process improvement within multiple healthcare environments. Exceptional communicator with a consultative management style, strong negotiation skills, exceptional problem-solving abilities and a keen organizational needs assessment aptitude. Opportunity identification in developing focus and providing tactical business solutions with a proven background in cultivating and expanding programs and clinical outcomes.
Overview
25
25
years of professional experience
Work History
Senior Vice President, Operations
Complete Health
03.2021 - Current
- Private Equity backed operations healthcare executive with focus on value-based care/MAHMO primary care services
- Financial P&L and budget development responsibility for portfolio totaling $740m in net revenue (positive to budget of $47.8m) with $48.5m in EBITDA ($13.7m positive to budget)
- (Based on YTD 2023 performance)
- Key initiative focus improvements resulting in $130m in top line revenue
- Time of Service collection rate improvement from 49.5% to 94%
- Direct senior/executive leadership responsibility for clinic and corporate departments, including: Practice Location and Market Operations, Acquisitions, Training & Integration, Real Estate/Facilities, Support Services (Call Center, Central Referral Department), Laboratory, Ancillary, Pharmacy, Supply Chain, Information Technology Program Support
- Leadership of existing and acquired practices with integration of Value-Based Care practice philosophy, managing a capitated rate program for 28k+ attributed patient population (MAHMO and DCE healthcare programs)
- To date, successfully led acquisition and integration for eight (8) new practices, which added a third state to portfolio and eighteen (18) clinical locations and eighty-two (82) providers (both physicians and advanced practice providers)
- Creation and implementation of operational development and strategic growth programs which included: Standard Operating Practices, Company-wide Policy and Procedures, Department Specific Playbooks, Training and Integration Playbooks and Manuals, Acquisition and deNovo Strategies
- Created centralized core laboratory and imaging programs inclusive of securing IDTF designation, resulting in an increase in annualized revenues of $800k+ in year one with ongoing annualized revenue improvements s of 49%
- Created centralized referral department which resulted in processing of referrals within three (3) business days and closing loop to ensure receipt of results back to referring provider
- Implementation of real time metric Dashboard to track performance to key performance goals
- Restructure and relocation of Patient Access & Communications Center (Call Center) which resulted in improved answer rate from an average 31% of calls to 97% of calls
- Implemented purchasing and accounting platform, Coupa, to develop structured materials management program, inventory, receiving of orders and vendor management; projected spend reduction of $275k annually
- Redesign of practice locations to create more cohesive patient centric look inclusive of social engagement and learning centers and specialist areas
- Vendor contract and facility lease negotiations that resulted in annualized savings of $225k
- Development and implementation of GAP clinics and in-practice pharmacy dispensing program resulting in improved patient medication compliance and lower aggregate costs for our attributed MA-HMO/DCE (Value-Based Care) patient population and attainment of 5-star quality ratings.
Vice President, Operations/Division Vice President Occupational Health
MD Now Urgent Care Centers
02.2020 - 02.2021
- Full financial P&L as well as development and growth responsibility for fifty-four (54) urgent care and occupational health business units with gross revenues of $210m+ with a resulting 35% clinic level profit level
- Leadership responsibility for all supporting functions, medical, operations, revenue cycle, business development, marketing
- Restructured key support roles and functions to ensure attainment of needed metrics and services, inclusive of creation of telehealth and central referral departments
- Developed capitated rate program option for employers that could include workers' compensation, occupational health and urgent care services, generating additional $350k in revenue
- Training program development and oversight; provider, clinical support, case management and care coordination, resulting in 17% turnover reduction and average visit charge rate improvement of 8%
- Facilitated efforts in the successful opening of four (4) DeNovo locations
- Integrated staffing model for optimization of associate schedules and management which resulted in improved patient total visit times by 30%.
Senior Vice President of Operations
UCI Medical Affiliates
11.2018 - 12.2019
- Manage and direct all aspects of operational performance and oversight for fifty-seven (57) urgent care and twenty-four (24) physical therapy clinical locations, financial performance outcomes, budget development, quality metrics achievement
- Financial performance outcome responsibility totaling $180m in net revenues; company realized year to date improvement over prior year of $36m in net income
- Successfully led the alignment of the medical and physical therapy company entities through collaboration with both the Chief Medical and Chief Physical Therapy officers
- Developed and implemented centralized referral management process and program which resulted in improved referral capture rate to 87% compared to prior average of 45%
- Direct management and oversight responsibility of ancillary service programs that included Telemedicine, Referral Management, Customer Care/Call Center, Laboratory Testing and Services, In-Center Pharmacy Program, Audiology Program and Corporate Health & Wellness
- Implementation of Key Performance Indicators to measure and manage center, region and director success
- Training and management leadership programs for regional directors, center managers and clinical support staff.
National Vice President of Operations & Development
U.S. HealthWorks Medical Group
01.2013 - 11.2018
- Led the implementation of quality improvement initiatives to maximize financial performance resulting in top line revenue totaling $630m annual net revenue at $182.7m (29%) net income profit margin
- Led operational performance improvements and program development for 218 clinical locations with focus on workers' compensation and occupational health, urgent care and physical therapy
- Monitored and managed financial P&L's and operations performance identifying opportunities for performance improvement and implement applicable action plans to achieve targeted results
- Successfully provided leadership and directed strategic support to effectively reduce salary expense in 2017 by $700k below budget and $1.7m below prior year
- Delivered business updates, managed projects to drive change and promoted alignment by gaining efficiency within the portfolio and across lines of business
- Facilitate development of functional strategy and implement throughout the organization
- Interpret, execute and recommend modifications to functional policies and procedures
- Standardized performance measurement practices while assuring compliance with established operating standards as well as governance policies and procedures
- Developed and integrated national training program for staff in supervisor or management positions
- Developed and integrated national call center supporting all clinical locations referral coordination needs
- Developed and integrated national telemedicine program platform offering both urgent care and workers' compensation injury/illness type visits.
Education
Master of Business Administration-Healthcare Management -
Western Governors University
Bachelor of Science-Healthcare Management and Business -
Western Governors University
Fellow/Board Certification -
American College of Healthcare Executives
10.2022
Skills
- Organizational Development
- Change Management
- Strategic Planning & Execution
- Leadership & Team Building
- Cross-Functional Teamwork
- Workforce Planning
- Financial Analysis & Reporting
- Process Improvements
- Negotiation & Contracts
- Budget Planning
Affiliations
- Medical Group Management Association (MGMA)
- American College of Healthcare Executives (ACHE)
Timeline
Senior Vice President, Operations
Complete Health
03.2021 - Current
Vice President, Operations/Division Vice President Occupational Health
MD Now Urgent Care Centers
02.2020 - 02.2021
Senior Vice President of Operations
UCI Medical Affiliates
11.2018 - 12.2019
National Vice President of Operations & Development
U.S. HealthWorks Medical Group
01.2013 - 11.2018
Master of Business Administration-Healthcare Management -
Western Governors University
Bachelor of Science-Healthcare Management and Business -
Western Governors University
Fellow/Board Certification -
American College of Healthcare Executives