CHRIS ARNOLD
Trumbull
Summary
Over 20 years of management and operations experience in the healthcare and fitness industries. Expertise in streamlining processes to improve day-to-day operations while ensuring superb customer service and overseeing long-term development plans including revenue growth. Regularly manages large teams while providing strong strategic, communication and collaboration skills that help companies succeed.
Overview
25
25
years of professional experience
Work History
Northeast Field Operations Manager
Somatus
Remote
11.2024 - Current
- Analyzes and interprets profit and loss data, including variance reports, to drive financial performance in a healthcare setting.
- Utilizes business intelligence resources to drive operational improvements and enhance decision-making processes.
- Supports regional quality and financial performance initiatives to drive growth and improve contribution metrics.
- Evaluates and organizes case assignments in collaboration with care teams to ensure optimal care for identified patient populations.
- Supervises the care team of field-based nurse care managers, social workers, Patient Health Advocates, and dietitians and monitors performance, growth, and development.
- Manages transitional care teams in assigned region(s) to support members throughout transitions of care (in patient, SNF, home, etc.) to prevent avoidable admissions and re-admissions. 7 day TCA rate improved from 11% to 38% over the last 6 months.
- Manages staff adherence to Somatus workflows, protocols, best practices, and documentation expectations via documentation and call audits.
- Supports training, advancing the clinical model and re-training efforts, and identifies gaps where additional staff training/coaching is needed; facilitates ongoing training in the market.
- After training, show proficiency in the Somatus care management and RenalIQ applications.
- Supports the AVP of Operations in tracking Somatus Payor partner requirements and standard reports.
- Works with market leadership to track market progress to goal for engagement, quality, SLAs, and patient experience.
- Audit care team documentation to drive improvements and audit recorded calls for coaching opportunities and quality performance. Improved CSAT scores from 78% to above 90% consistently over the last 6 months for all 5 teams.
- Performs shadow visits in the field as needed to support performance improvement.
- Reports/resolves issues and system barriers to efficient and effective care.
- Engages in collaborative care team meetings to drive performance improvement strategies and optimize patient satisfaction efforts.
- Utilizes population management data and resources to identify patients at risk and facilitate appropriate support and resources.
- Maintains compliance with organizational policies, procedures, and evidence-based guidelines.
- Ensures pertinent patient information and performance reports are appropriately shared with care teams.
- Oversees an effective communication link between patient and medical staff, including relaying messages from providers, gathering information from patients for providers.
- Coordinates with AVP of Operations to track and share data with the Medical Advisory Board on patient outcomes measures and performance against outcomes and industry standards.
- Screens job applicants, conducts interviews and makes hiring recommendations for all positions on team.
- Working collaboratively with Technology, Finance, Population Health Product & Innovation, and Human Resources.
General Manager of Operations
Vanguard Medical, LLC
Shelton, CT
08.2021 - 08.2024
- Oversaw a diverse team of 25+ professionals, focusing on logistics, product specialization, and virtual fitting to deliver outstanding customer service and reliable product distribution.
- Ensured operational efficiency by implementing quality control standards and safety protocols.
- Designed measurement frameworks to assess departmental effectiveness and foster a culture of high performance among team members.
- Implemented strategies that resulted in a 90% customer satisfaction rate in 2023, marking a 6% improvement over 2022.
- Streamlined driving routes, achieving a significant decrease in overtime expenditures by $3,000 each pay period.
- Performed systematic evaluations of processes and procedures to identify areas for improvement.
- Analyzed market trends and provided actionable suggestions to enhance company initiatives and foster growth.
- Creates training materials and oversees all aspects of department training and development
- Managed seven satellite offices, coordinating logistical efforts and executing plans for establishing new locations.
- Achieved improved employee performance through consistent performance evaluations. Implemented targeted performance improvement plans to address development needs. Cultivated a motivating environment that rewarded exceptional contributions.
- Achieved higher retention rates through consistent mentorship efforts. Optimized onboarding and training processes, resulting in smoother transitions for new hires. Increased employee engagement through effective communication and recognition strategies.
- Screens job applicants, conducts interviews and make hiring recommendations for department averaging two hires per month
- Administered vehicle licensure and insurance processes while implementing safety measures for all drivers to enhance operational efficiency.
- Facilitated agreement with contractor for fleet management services, resulting in annual savings of $35,000.
- Collaborates with Customer Service, Sales and Materials departments to streamline processes and ensure quality while achieving company goals.
Product Specialist Manager
Vanguard Medical, LLC
Shelton, CT
03.2020 - 08.2021
- Responsible for overseeing 17+ Product Specialists in CT and satellite locations
- Reviewed team productivity daily and assisted with optimizing drive routes
- Trained new hires on department procedures and provided regular training to employees on new products and updated policies
- Processed patient paperwork to ensure insurance approval and reimbursement
- Created and provided reports on department metrics
- Managed an online platform for patient equipment statuses
- Assisted employees and patients with troubleshooting
- Held biweekly meetings with Product Specialists in both CT and the satellite locations to provide updates and remain up to date on department operations
- Assisted with hiring and performance evaluations
- Collaborated with Dispatch and Warehouse teams to identify areas of improvement and implement changes
- Acted as a liaison between the Customer Service Department, the Materials teams and the Product Specialists
Owner/Manager
Physically Fit, LLC
Trumbull, CT
01.2007 - 02.2020
- Managed facility operations, ensuring efficient service delivery and member satisfaction in a 7,500 square foot fitness training environment.
- Cultivated business development strategies that resulted in annual revenue increase to $280,000 from startup.
- Analyzed market trends and executed initiatives leading to an 18.3% boost in total revenue and a 20% improvement in fee operations since 2017.
- Achieved consistent year-over-year growth in membership and improved retention rates by 25% to strengthen community engagement.
- Directed all aspects of operations to ensure efficient management of finance, budgets, payroll, facilities upkeep, and equipment purchasing.
- Led recruitment, onboarding, and training initiatives for 20 subcontractors, enhancing team capabilities.
- Designed comprehensive sales and marketing initiatives aimed at elevating brand visibility for fitness center and its primary offerings.
- Used market and demographics analysis to customize programs tailored to consumer trends
- Executed a series of fundraising events aimed at securing $5000 for company improvement initiatives.
- Directed comprehensive facility expansion efforts to enhance operational capacity, managing lease negotiations and relocation logistics.
- Developed regular challenges for members and used metrics to track and monitor client progress
- Analyzed performance metrics and optimized social media and advertising platforms to drive audience engagement.
Fitness Director
Tully Health Center, Stamford Hospital
Stamford, CT
01.2001 - 10.2005
- Managed a team of 8 Fitness Instructors and 3 Health Fitness Specialists providing exercise and rehab programs for the hospital
- Created and established the personal training program for the hospital
- Contributed to aggressive program growth and grew fitness program participation by over 100%
- Managed the department budget and allocated funds accordingly
- Responsible for the hiring, onboarding and regular training of all department staff
- Analyzed and identified industry trends and developed related programs
- Developed operations and staff training manuals to ensure consistent and exemplary service
- Collaborated regularly with the sales team and hospital staff to ensure implementation of programs
Education
Masters of Science - Exercise Physiology
Texas Tech University
Lubbock, TXBachelor of Science - Psychology
Texas Tech University
Lubbock, TXSkills
- Proficient in Microsoft Suite
- Proficient in Google Suite
- Dialpad, RingCentral, and MAX Agent proficiency
- Gimbal operation
- Salesforce proficiency
- Power BI
- CSAT/NPS Analysis
- Jira workflow management
- Recruiting Platforms- Indeed, Ziprecruiter, LinkedIn
- Employee coordination
- Operational effectiveness
- Coaching and guidance
- Collaborative team development
Timeline
Northeast Field Operations Manager
Somatus
11.2024 - Current
General Manager of Operations
Vanguard Medical, LLC
08.2021 - 08.2024
Product Specialist Manager
Vanguard Medical, LLC
03.2020 - 08.2021
Owner/Manager
Physically Fit, LLC
01.2007 - 02.2020
Fitness Director
Tully Health Center, Stamford Hospital
01.2001 - 10.2005
Bachelor of Science - Psychology
Texas Tech University
Masters of Science - Exercise Physiology
Texas Tech University