Gloria "Vicki" Merrell
West Columbia,SC
Summary
Results-driven Senior Director of Operations with proven expertise in logistics management and workforce planning. Known for driving cost-reduction initiatives and enhancing operational strategies within multi-site healthcare facilities.
Dynamic leader with extensive experience in operational strategies and financial management. Skilled in cross-functional coordination and performance improvement, contributing to significant enhancements in efficiency and quality within healthcare operations.
Overview
22
22
years of professional experience
Work History
Senior Director of Operations
UCI Medical Affiliates Inc.
Columbia, SC
01.2020 - 09.2025
- Directed operational strategies to enhance efficiency across multi-site healthcare facilities.
- Provided leadership to all Regional Operation Directors, Tele Health Services, and Marketing Department through communication, performance management activities, and monitoring of KPIs.
- Provided leadership, management and vision necessary to ensure that the organization had the proper operational controls, administrative and reporting procedures as well as people systems in place to effectively grow the organization and to ensure financial strength and operating efficiency in accordance with clinic operating budgets, goals and objectives.
- Accountable for all center budgets, and partners with Regional Directors to review their centers' and region's budgets including revenue forecasts, workload requirements, and expense management to assure financial success.
- Responsible for the implementation and achievement of the business plan and key performance indicators. Reviews analysis of performance including financial and productivity data for each operating department and center with the CEO and CFO and makes appropriate changes in strategies, goals and objectives responding to current status and conditions.
- Led cross-functional teams in executing cost-reduction initiatives while maintaining quality standards.
- Developed and monitored key performance indicators to drive operational excellence and accountability.
- Responsible for driving the organizations Mission, Vision, Values, operational strategy and hiring levels in order to ensure outstanding care is provided to patients.
Regional Director of Operations
UCI Medical Affiliates, Inc.
Columbia, SC
04.2009 - 12.2019
- Provided effective leadership to Center Managers through communication and performance management activities.
- Led operational strategy to optimize regional efficiency and resource allocation.
- Implemented best practices for process improvement across multiple locations.
- Directed cross-functional teams to enhance productivity and streamline operations.
- Analyzed performance metrics to identify areas for operational enhancement.
- Reviewed center staffing models, plans / forecasts manpower needs and optimized staff utilization.
- Collaborated with senior leadership on strategic planning and execution of major projects.
- Managed budgets and forecasts to ensure alignment with organizational goals.
- Fostered a culture of continuous improvement through regular team assessments and feedback sessions.
- Standardized operational procedures across all regional locations to ensure consistency in quality and performance.
- Provided regular updates on regional performance to senior leadership through comprehensive reporting and data-driven insights.
- Accountable for center budgets, including revenue forecasts, workload requirements, and expense management to assure financial viability.
- Responsible for positive customer service. Listen to and resolve patient complaints.
Patient Services Auditor
UCI Medical Affiliates Inc.
Columbia, SC
03.2007 - 04.2009
- Conducted compliance audits to ensure adherence to regulatory standards.
- Analyzed financial statements for accuracy and completeness.
- Audit all UCI Medical divisions for compliance in Collections, Customer Service, and Insurance Protocols.
- Trained, evaluated staff, coached improvement on front desk skills.
Revenue Cycle Manager
UCI Medical Affiliates, Inc.
Columbioa, SC
08.2003 - 03.2007
- Oversaw revenue cycle operations, ensuring compliance with regulatory standards and organizational policies.
- Implemented process improvements to enhance billing accuracy and reduce claim denials.
- Led cross-functional teams to streamline workflows and optimize resource allocation across departments.
- Developed training programs for staff on revenue cycle best practices and system utilization.
Education
High School Diploma -
Airport High School
West Columbia, SCSkills
- Operational excellence
- Logistics management
- Workforce planning
- Cross-functional coordination
Timeline
Senior Director of Operations
UCI Medical Affiliates Inc.
01.2020 - 09.2025
Regional Director of Operations
UCI Medical Affiliates, Inc.
04.2009 - 12.2019
Patient Services Auditor
UCI Medical Affiliates Inc.
03.2007 - 04.2009
Revenue Cycle Manager
UCI Medical Affiliates, Inc.
08.2003 - 03.2007
High School Diploma -
Airport High School