Cornerstone Practice Management System
Christina Hayden
Veterinary Practice Manager
Cypress,TX
Summary
Forward-thinking professional bringing more than 7 years of experience working for a fast-paced veterinary hospital. Exceptional success driving financial improvements, revenue increases, client satisfaction, and overall hospital efficiency. History of positive personnel and project management skills resulting in improved operations and performance.
Overview
2
2
years of professional experience
2
2
Languages
Work History
Hospital Manager
Southern Veterinary Partners
08.2022 - Current
- Managed budgets and financial resources, ensuring optimal allocation of funds for necessary equipment, staffing, and supplies.
- Increased efficiency in hospital operations by streamlining processes and implementing best practices in management techniques.
- Coordinated responses during emergency situations, ensuring prompt action was taken to protect patient safety and restore normal operations as quickly as possible.
- Evaluated employee performance regularly, providing constructive feedback to support growth and skill development within the organization.
- Oversaw recruitment efforts for healthcare professionals, resulting in the hiring of highly skilled and compassionate staff members.
- Led efforts to obtain accreditation for the hospital by successfully meeting stringent quality standards set forth by accrediting organizations.
- Established efficient scheduling systems that minimized wait times for patients while optimizing staff workload distribution.
- Facilitated cross-departmental collaboration to address complex medical cases, leading to more accurate diagnoses and appropriate treatment plans.
- Spearheaded community outreach initiatives aimed at increasing public awareness of hospital services and promoting a positive image of the institution.
- Translating medical appointments, SOAPS, and prescriptions for Spanish-speaking clients.
Hospital Manager
Generation Pet Veterinary Clinic
8 2021 - 08.2022
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to OSHA, DEA, and TVMA.
- Developed plans for international pet travel. Created international health certificates in accordance with USDA regulations and specific country regulations.
- Updated and maintained Employee Handbook.
- Developed clear protocols for patient care that ensured best medicine for the patient and great customer service for the client.
- Developed training programs to ensure streamlined service.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Created and implemented recruitment program for future DVM's.
- Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation to Practice Owners.
- Implemented best practice standards for billing, resulting in substantial reduction of accounts receivable.
- Successfully negotiated vendor contract renewals to create increased revenue and increased rebate programs.
- Streamlined the inventory process and decreased the amount of product kept within the hospital, keeping costs low.
- Directly handled client complaints and offered resolutions to misunderstandings to ensure a positive outcome for all parties.
- Implemented improved reminder system and client communication platform.
- Created and implemented Emergency Protocol Plans with clear expectations and outlines.
- Directed day-to-day administrative and operational functions for busy 2-doctor practice, providing guidance and leadership to over 40 employees.
Practice Manager
Village Veterinary Clinic
2017 - 07.2021
- Oversaw fiscal operations, including accounting, budgeting, authorizing expenditures and financial reporting.
- Produced monthly financial reports like income statements, balance sheets and cash flow statements for presentation to practice owners.
- Implemented protocols and standards for billing, resulting in substantial reduction of accounts receivable.
- Consulted with practice owners on business decisions.
- Developed plans for international pet travel. Created international health certificates in accordance with USDA regulations and specific country regulations.
- Implemented an API Integration system to allow clients to keep credit cards on file for efficient invoicing.
- Created and implemented organizational policies and procedures for effective practice management.
- Supervised team of 5 doctors and 18 support staff.
- Authored an employee handbook in accordance with labor laws and hospital protocols.
- Addressed and remedied all client or team member issues.
- Responsible for researching and understanding international travel requirements and communicating with the USDA and foreign countries to create and submit health certificates for travel.
- Spearheaded the move to an electronic reminder system and online communication platform.
- Implemented and set up an online pharmacy to decrease inventory on shelves and increase products and medications offered.
- Implemented the use of social media to increase client compliance and connection.
Assistant Practice Manager
Village Veterinary Clinic
2015 - 01.2017
- Provided supervision and management to team of 4 doctors and 15 support personnel.
- Managed OSHA Compliance Program.
- Monitored and inspected staff processes to eliminate hazards posed for both clients and staff while ensuring continuous compliance with regulations.
- Created offline database of SDS sheets for a streamlined system and easy access within every area of the hospital.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines.
- Recruited, hired and trained all staff, providing direct supervision, encouraged ongoing staff development and continuing education to employees.
- Generated and reviewed incident reports, administered reprimands, and created improvement plans.
- Administered and tracked employee benefits.
Inventory Manager
Village Veterinary Clinic
2014 - 07.2021
- Strengthened inventory processes to balance supply needs with budget and space limitations.
- Set minimum and maximum inventory levels based upon hospital history and need.
- Implemented initiatives to reduce cost of inventory to drive profitability.
- Kept all documentation and records accurate and up-to-date with latest data to prevent errors in processing or receiving.
- Maintained accurate records of Controlled Substances in accordance with DEA regulation.
- Oversaw monthly inventory audits and end of year inventory reporting.
- Maintained strong vendor connections, including negotiating pricing and rebate programs for the hospital.
Client Care Specialist
Village Veterinary Clinic
2013 - 07.2021
- Fostered an environment of efficient hospital work-flow, high-level customer service, intelligent scheduling, and quality medicine.
- Identified service gaps and facilitated resolutions to create quality customer service.
- Crafted a multi-phase onboarding training program which provided new members of the reception team with the tools to succeed and provide excellent client and patient care.
- Supervised the reception team and implemented educational tools to provide coordinated protocols.
Education
Bachelor of Science - Biomedical Science
Texas A&M University
College Station, TexasBachelor of Science - Bioenvironmental Science
Texas A&M University
College Station, TexasSkills
Practice management
Affiliations
Tuberous Sclerosis Alliance of Houston
Step Forward to Cure TSC -Houston Walk Chair 2018, 2019
- Organized a Fundraiser Event to help find a cure for Tuberous Sclerosis Complex. Assembled volunteers, vendors, and teams to promote donations and awareness. Put together care packages for families and children affected by TSC. Scheduled support resources to provide help for families with children newly diagnosed with TSC.
Houston Veterinary Practice Management Alliance
Sponsorship Director, 2024
- Fostered relationships with vendors to provide sponsorship for the organization. Organized quarterly meetings to provide continuing education and support materials for Houston-area Practice Managers. Recruited speakers, members, and vendors to add value to membership.
Software
Microsoft Office
Quick Books
Timeline
Hospital Manager
Southern Veterinary Partners
08.2022 - Current
Hospital Manager
Generation Pet Veterinary Clinic
8 2021 - 08.2022
Practice Manager
Village Veterinary Clinic
2017 - 07.2021
Assistant Practice Manager
Village Veterinary Clinic
2015 - 01.2017
Inventory Manager
Village Veterinary Clinic
2014 - 07.2021
Client Care Specialist
Village Veterinary Clinic
2013 - 07.2021
Bachelor of Science - Biomedical Science
Texas A&M University
Bachelor of Science - Bioenvironmental Science
Texas A&M University
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