Gressa Dugan

• Provided strategic leadership and operational oversight across multiple home-care locations, driving regional growth, profitability, service excellence, and organizational performance.
• Directed multi-site operations with accountability for P&L performance, revenue growth, staffing, client retention, operational efficiency, and regulatory compliance.
• Built and executed regional growth strategies focused on market expansion, client acquisition, referral development, retention, and sustainable revenue generation.
• Led, coached, and developed branch leadership teams, establishing performance expectations, accountability structures, and talent-development initiatives to strengthen organizational capabilities.
• Leveraged KPI and financial performance data to identify opportunities, address operational gaps, and implement strategic initiatives that improved productivity, profitability, and overall business performance.
• Strengthened strategic relationships with clients, families, healthcare providers, referral partners, and community organizations to expand market presence and enhance the customer experience.
• Led organizational turnaround initiatives within underperforming operations by establishing clear priorities, improving execution, strengthening leadership accountability, and aligning teams with regional objectives.
• Partnered with executive leadership on strategic planning, budgeting, forecasting, business development, talent management, and long-term regional growth initiatives.

• Directed statewide operations across 13 urgent care clinics, providing strategic oversight of nearly 100 employees, including Providers, Office Managers, Medical Assistants, and Front Desk teams.
• Led multi-site operations with accountability for financial performance, staffing, productivity, patient experience, compliance, and operational excellence.
• Developed and coached leadership teams, strengthening accountability, performance management, employee engagement, and succession development.
• Analyzed operational and financial KPIs to identify performance gaps, drive corrective actions, and improve overall business results.
• Optimized staffing, workflows, and resource allocation across 13 locations to maximize productivity, patient throughput, and cost efficiency.
• Partnered with physicians, executive leadership, and cross-functional stakeholders to execute strategic initiatives and support organizational growth.
• Implemented process improvements that enhanced patient experience, operational efficiency, service quality, and team performance.
• Oversaw regulatory and organizational compliance, including HIPAA, healthcare standards, safety requirements, and company policies.
• Managed escalated operational, employee, and patient issues across multiple locations, ensuring timely resolution and maintaining organizational standards.
• Fostered a high-performance culture centered on accountability, collaboration, employee development, patient-centered care, and continuous improvement.

• Managed daily clinic operations, ensuring efficient patient flow, exceptional service, and a high-quality patient experience.
• Led front desk and clinical support teams, overseeing staffing, scheduling, training, performance, and development.
• Managed clinic KPIs including patient volume, revenue, labor costs, productivity, and patient satisfaction.
• Coordinated staffing and resources to optimize coverage, workflow, and operational efficiency.
• Oversaw billing, administrative processes, inventory, vendor relationships, and expense management.
• Ensured compliance with HIPAA, healthcare regulations, safety standards, and company policies.
• Partnered with providers and leadership to improve workflows, address operational challenges, and achieve business objectives.
• Resolved escalated patient and employee concerns while maintaining a positive, professional environment.
• Supported patient growth and retention through exceptional customer service and community-focused initiatives.
• Developed a high-performing team culture focused on accountability, collaboration, efficiency, and patient-centered care.

AWARD: 2022 Manager of the Year — Selected from all Office Managers company-wide; recognized for exceptional leadership, operational performance, team development, and commitment to patient experience.

Business Administration, Business Management, Accounting, and Office Administration