Ellie Conway

• Executed strategic procedures in hospitals to enhance operational efficiency, including staff hiring and termination as needed
• Served as a liaison between hospitals and senior leadership, ensuring clear communication on performance metrics, policy changes, and best practices
• Assisted the ROM in supporting 14 hospitals, with local focus to 4 locations in my area.
• Collaborated quarterly with Senior Leadership on operational and strategic initiatives
• Led talent acquisition efforts to ensure skilled staffing at all locations - Used data analytics to identify areas for improvement and inform strategies at regional and hospital levels
• Cultivated a culture of open communication, collaboration, and shared accountability
• Oversaw business reporting and leveraged insights for forecasting and planning
• Develop and implement strategies to improve clinic financial health
• Coached and trained Hospital Managers/Leaders to ensure consistent monitoring and analyzing of clinic financial performance, including revenue, expenses and profitability
  
  

• Establish and maintain healthy and engaged hospital culture
• Successful management of all aspects of people development from training and onboarding to continued career development
• Support needs of Doctors through coaching and execution of appropriate teammate scheduling, maintaining appropriate client schedule and coaching team on opportunities that will improve their skills and efficiency
• Effective P&L management including appropriate management of Cost of Goods and labor
• Mentor new Hospital Managers/Teams
• Developed and implemented effective inventory control protocols reducing costs by $24k

• Direct day-to-day administrative and operational functions for 4- doctor practice providing guidance and leadership to over 32 employees across 4 departments
• Lead regular team meetings and CE training
• Institute and monitor key performance indicators and fee schedules.
• Boosted staff morale by offering constructive feedback and specific direction by implementing mid-year and annual reviews.
• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines.

• Promote client-centered environment and facilitate programs and processes that meet client needs
• Resolves financial problems with clients, collecting delinquent accounts and "NSF'” checks; determines when special financial agreements are appropriate
• Developed employee handbook, written job descriptions, employee personnel files
• Schedules and coordinates regular performance reviews
• Created and implemented phase training and helped staff plan for continuing education
• Resolves staff issues and remains accessible by staff while maintaining a professional relationship with them
• Review financial statements and key performance indicators and discusses them with owners and doctors
• Develops schedule for hospital maintenance; contracts for and supervises all maintenance activities to ensure that practice medical standards are met
• Promotes internal marketing programs to increase client/patient visitation rate
• Communicates objectives, motivates staff, builds and maintains morale; maintains core values and standards
• Facilitate regular practice staff meetings
• Assessed processes and procedures, complying with OSHA regulations
• Boosted staff morale by offering constructive feedback and specific direction

• Manage and drive consistent revenue growth and profitability improvements in hospital
• Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately
• Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
• Select, train and supervise paraprofessional team to ensure quality medical care, exceptional client service and maximum productivity.
• Used innovative methods to promote hospital and practice growth by developing preventive care protocols which delivered 47% increase to medical quality KPI's.

• Performed general nursing duties, surgical assistance, and client communication.

• Perform general nursing duties including: calculating and administering various medications to patients, assess and monitor new and existing patients, ensure treatment area is organized and clean, and various other duties
• Perform pre- and post-operative care duties including: perform intravenous catheterization, induce anesthesia intravenously, intubation with endotracheal tubes, monitoring patient
• Collect and ship blood samples
• Assist with front office duties including: filling prescriptions, answering and routing incoming calls, triage incoming patients during emergencies, filing patient records.
• Answered owner animal health questions and advised on best care practices
• Greeted pet owners and went over available services, outlined costs and determined special needs of animals under care
• Walked pets outside throughout each shift to prevent accidents in group play areas and on bedding
• Triaged incoming patients to determine treatment needs and urgency of care
• Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions
• Assessed paws, ears and eyes for injuries or infections as part of initial evaluation

• Direct day-to-day administrative and operational functions for 4- doctor practice providing guidance and leadership to over 32 employees across 4 departments
• Lead regular team meetings and CE training
• Institute and monitor key performance indicators and fee schedules
• Promote positive social media presence
• Boosted staff morale by offering constructive feedback and specific direction by implementing mid-year and annual reviews.
• Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines, benefits administration and general liability

• Promote client-centered environment and facilitate programs and processes that meet client needs
• Maintain practice philosophy for attracting new clients and retaining existing clients
• Resolves financial problems with clients, collecting delinquent accounts and "NSF'” checks; determines when special financial agreements are appropriate
• Developed employee handbook, written job descriptions, employee personnel files
• Schedules and coordinates regular performance reviews
• Hires and manages support staff and/or staff supervisors; schedules staff and doctors
• In consultation with owners and doctors, sets and periodically reviews salaries and benefits
• Provides phase training and helps staff plan for continuing education; establishes and maintains publications and veterinary medicine library
• Resolves staff issues and remains accessible by staff while maintaining a professional relationship with them
• Review financial statements and key performance indicators and discusses them with owners and doctors
• Develops schedule for hospital maintenance; contracts for and supervises all maintenance activities to ensure that practice medical standards are met
• Maintains facility visually appealing to client and staff
• Promotes internal marketing programs to increase client/patient visitation rate
• Communicates objectives, motivates staff, builds and maintains morale; maintains core values and standards
• Facilitate regular practice staff meetings
• Promotes cooperative working environment among staff members
• Assessed processes and procedures, complying with OSHA regulations
• Boosted staff morale by offering constructive feedback and specific direction
• Supervised team of 35 office personnel

• Manage and drive consistent revenue growth and profitability improvements in hospital
• Monitor all financial and operational metrics ensuring deviations from plan are addressed timely and appropriately
• Manage overall labor costs while ensuring appropriate scheduling/staffing during all operating hours
• Use innovative methods to promote hospital and Practice growth
• Develop efficient, productive hospital teams that provide highest quality care and service to pets and clients while following all Banfield protocols and practices
• Focuses team to achieve practice priorities while building hospital culture and brand
• Select, train and supervise paraprofessional team to ensure quality medical care, exceptional client service and maximum productivity.
• Boosted staff morale by offering constructive feedback and specific direction
• Developed preventive care protocols to deliver 47% increase to medical quality.

Regional Area Manager

• Managed a portfolio of 5 hospitals
• Coached and developed managers and support staff at 5+ locations
• Supported critical operations in hospitals requiring immediate attention by executing strategic procedures to rapidly enhance operational efficiency, including the termination and hiring of staff as necessary
• Served as a key liaison between regional stores and headquarters, facilitating open lines of communication for updates on performance metrics, policy changes, and sharing best practices across locations
• Assisted the ROM with supporting 15 hospitals
• Collaborate with Senior Leadership on a quarterly basis
• Drove talent acquisition efforts to ensure that each location was staffed with highly skilled professionals who could contribute positively to the company''s success
• Implemented data-driven decision-making processes, using analytics to identify areas for improvement and inform future strategies at both the regional and store levels
• Cultivated culture of open communication, collaboration and shared accountability for business success
• Oversaw daily, weekly and monthly business reporting and leveraged information to optimize forecasting and future business plans
• Supported department management to empower medical support staff with skills and knowledge to carry out day-to-day assignments.