Brittany Philpott
Smithfield,VA
Summary
Proven Operations Manager with a track record of enhancing operational efficiency and employee performance at Care Advantage. Skilled in Operations Management and Team Leadership, achieving higher employee retention and improved customer satisfaction. Expert in implementing effective policies and fostering client relationships, significantly boosting operational outcomes. Seasoned Operations Manager and talented leader with years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
18
18
years of professional experience
Work History
Operations Manager
Care Advantage
Newport News, VA
10.2021 - Current
- Manage 178 PCA & CNA's plus 6 in office staff members such as Recruiter and RN's and Schedulers
- Payroll
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Facilitated smooth collaboration between departments through clear communication channels.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Reported issues to higher management with great detail.
- Planned hiring events and seasonal incentives for caregivers and office staff.
- Putting together training manuals for new hires and PCA students.
- Sending welcome packages to new private duty clients.
Surgery Scheduler
Orthopedic And Spine Center
Newport News, VA
03.2020 - 10.2021
- Educated patients on pre-surgery requirements, such as fasting protocols or medication adjustments, resulting in fewer complications on the day of the procedure.
- Handled urgent requests effectively, prioritizing cases requiring immediate attention while also balancing routine surgery demands appropriately.
- Arranged pre-operative and post-operative appointments for surgical patients.
- Expertly managed planning, scheduling, and coordination of outpatient procedures.
- Verified insurance coverage and obtained pre-authorizations.
- Maintained strict confidentiality in handling sensitive patient information, adhering to HIPAA guidelines and clinic policies.
- Obtained pre-authorizations and pre-certifications ahead of scheduled surgeries.
- Resolved scheduling conflicts to maintain high-quality patient services.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Acted as a liaison between patients, insurance carriers, and the surgical team to secure necessary authorizations for timely procedures.
- Coordinated surgical team schedules for seamless procedure planning and execution.
- Updated daily operating room calendars with accurate appointment schedules.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Cashier/Snack Bar Attendant
Peninsula Family Skating Center-newport News Virginia
Newport News, VA
07.2006 - 02.2021
- Greeted customers entering store and responded promptly to customer needs.
- Welcomed customers and helped determine their needs.
- Worked flexible schedule and extra shifts to meet business needs.
- Operated cash register for cash, check, and credit card transactions with excellent accuracy levels.
- Answered phones
- Party Hostess on weekends
Sales Representative
The Smithfield Times
Smithfield, VA
08.2016 - 04.2018
- Enhanced client satisfaction by addressing concerns promptly and providing exceptional service.
- Generated additional sales opportunities with upselling and cross-selling techniques.
- Expanded customer base through cold calling, networking, and relationship building.
- Increased sales revenue by identifying and targeting high-potential accounts.
- Get the clients ads and work with the team to get the ad layout the way the client wanted it and then send the proof off to get it approved.
Motorclothes Sales Associate
Hampton Roads Harley Davidson
Yorktown, VA
01.2012 - 03.2014
- Managed customer inquiries via phone or email communication channels, providing prompt responses that resolved issues swiftly.
- Assisted in training new hires on store procedures, product knowledge, and sales techniques to ensure a smooth onboarding process.
- Maintained accurate records of daily sales activities, including individual performance metrics and overall store results for management review.
- Put out new clothing items when they came in .
- Help setup and get everything ready for Open Houses and Special Events.
- Had to meet weekly goals
Education
High School Diploma -
Smithfield High School
Smithfield, VA06.2006
Skills
- Problem-Solving
- Team Leadership
- Operations Management
- Customer Service
- Decision-Making
- Employee relations and conflict resolution
- Staff Training
- Inventory Management
- Project Management
- Staff Management
- Planning and Implementation
- Operations Oversight
- Performance monitoring
- Staff Development
- Customer Relationship Management
- Policies and procedures implementation
- Client Relationships
- Goal Setting
- Schedule Management
- Performance Management
- Health and safety compliance
Timeline
Operations Manager
Care Advantage
10.2021 - Current
Surgery Scheduler
Orthopedic And Spine Center
03.2020 - 10.2021
Sales Representative
The Smithfield Times
08.2016 - 04.2018
Motorclothes Sales Associate
Hampton Roads Harley Davidson
01.2012 - 03.2014
Cashier/Snack Bar Attendant
Peninsula Family Skating Center-newport News Virginia
07.2006 - 02.2021
High School Diploma -
Smithfield High School