Caridad Marten

Strategic leader overseeing admissions operations across 17+ behavioral health and substance use treatment facilities in four states. Directly manage a team of 10+ admissions coordinators and provide indirect leadership to over 25 team members within a high-volume call center environment.

• Increased monthly census by 23% YoY by optimizing call flow processes, redesigning team structure, and aligning performance targets to organizational growth goals.
• Built and led a specialist team for teen residential admissions, reducing average placement time by 38% and improving client-family satisfaction scores.
• Developed and executed onboarding and performance coaching plans that reduced early turnover by 40% and improved average coordinator ramp-up time by 35%.
• Partnered with clinical, utilization review, and marketing teams to streamline communication pipelines, resulting in a 15% improvement in admissions-to-inquiry conversion rate.
• Created real-time reporting dashboards using Salesforce and operational KPIs, increasing visibility and accountability across the department.
• Lead weekly supervision and structured 1:1 coaching, maintaining a team engagement score above 90% in internal pulse surveys.

Led day-to-day operations of a high-acuity, value-based primary care clinic within a national healthcare organization. Managed a cross-functional team of 15+ staff, including medical assistants, front office personnel, and care team support. Operated as part of a leadership triad (with Center Medical Director and Outreach Director) responsible for patient experience, clinical performance, and operational efficiency.

• Improved patient throughput by 18% by revamping scheduling protocols, streamlining huddle execution, and introducing lean process improvements.
• Maintained a 95%+ patient satisfaction score through proactive service recovery strategies and real-time feedback loop implementation.
• Spearheaded the rollout of in-clinic operational initiatives, including standardized preventive care workflows, resulting in a 20% lift in annual wellness visit completion rates.
• Navigated daily staffing challenges with real-time solutions to maintain compliance, minimize care disruption, and uphold clinical quality standards.
• Leveraged proprietary EMR and reporting systems to drive accountability, manage clinic KPIs, and ensure adherence to SOPs across departments.
• Co-led strategic planning sessions with clinical and outreach leaders, aligning care delivery goals with revenue and growth targets.

Led full-scope operations for a multi-specialty integrative medicine practice, overseeing patient experience, staffing, financial management, and clinical workflow optimization. Reported directly to ownership and functioned as a key driver of practice growth, employee engagement, and compliance with regulatory standards.

• Increased monthly patient visits by 30% through targeted marketing initiatives, improved front-office conversion strategies, and optimized provider scheduling.
• Reduced operating expenses by 22% over two years by renegotiating vendor contracts, implementing cost controls, and introducing digital billing workflows.
• Directed all revenue cycle operations, including oversight of accounts payable/receivable, payment collections, and monthly financial reporting.
• Built a culture of performance accountability and cross-functional collaboration by establishing KPIs and conducting regular team performance reviews.
• Developed and implemented comprehensive SOPs, employee handbooks, and operational manuals to support consistency, compliance, and scalability.
• Served as the key liaison between providers and operational staff, ensuring seamless coordination of patient care and internal communications.
• Maintained full regulatory compliance, including HIPAA, OSHA, and local health department standards, through routine audits and staff education.