Heather Watterlond
Henderson,NV
Summary
Executive leader with deep experience driving organizational success and fostering collaboration. Skilled in strategic planning, financial oversight, and stakeholder engagement. Known for adaptability, resilience, and delivering results in evolving environments. Strong interpersonal skills, effective communicator, and results-driven approach.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Executive Director / Director of Operations
Choice Hospice
06.2023 - Current
- Launched and scaled a new operational site from inception, establishing infrastructure, policies, workflows, and governance systems.
- Recruited, onboarded, and led a high-performing, cross-functional team, achieving top-tier performance metrics within the first year.
- Directed day-to-day operations, including performance management, compliance oversight, budgeting, forecasting, and reporting.
- Developed and implemented standard operating procedures (SOPs) to ensure compliance with state, federal, and accrediting standards.
- Led strategic planning initiatives, aligning operational goals with organizational growth objectives.
- Managed vendor relationships, referral partnerships, and payer contracts to support sustainable revenue growth.
- Championed employee development, training programs, and performance evaluations to improve retention and engagement.
- Represented the organization in business, community, and industry forums, strengthening brand presence and stakeholder relationships.
Executive Director / General Manager
Charter Healthcare of Las Vegas
06.2020 - 05.2023
- Led organizational restructuring and integration following acquisition, aligning people, processes, and culture with corporate standards.
- Redesigned staffing models and operational workflows to improve efficiency, scalability, and service delivery.
- Maintained 100% regulatory and contractual compliance through education programs, internal audits, and performance monitoring.
- Oversaw financial operations, including budgeting, cost controls, and resource allocation.
- Successfully guided the organization through a multi-year external audit and oversight review, ensuring risk mitigation and governance compliance.
- Developed and executed a company-wide compliance and quality assurance program across all departments.
- Expanded market presence and brand visibility through outreach initiatives, partnerships, and sponsorships.
- Keywords embedded: change management, compliance programs, audit management, financial oversight, operational efficiency, acquisition integration
Operations & Care Management Lead
Healthcare Partners of Nevada
02.2013 - 05.2020
- Coordinated complex service delivery plans across internal teams and external stakeholders to improve outcomes and reduce inefficiencies.
- Implemented performance improvement initiatives through data analysis, education, and proactive case management.
- Built strong cross-functional and external partnerships, earning formal recognition for collaboration and service excellence.
- Maintained consistent top audit scores by adhering to organizational standards and quality benchmarks.
- Recognized multiple times for exceeding customer experience and service expectations.
- Conducted comprehensive operational assessments, including records review, stakeholder interviews, and on-site evaluations.
- Served as trainer and mentor for new hires across multiple operational settings.
- Keywords embedded: performance improvement, stakeholder coordination, audits, quality metrics, training & development
Education
Bachelor of Arts - Health Care Administration
Ashford University
San Diego, CA10-2016
Skills
- Community engagement
- Program management
- Strategic planning
- Project management
- Budgeting and financial management
- Operations management
- Staff management
- Public speaking
- Innovation and creativity
- Operational planning
- Compliance and regulations
Certification
- Licensed Practical Nurse- Nevada and California
- BLS Certification
- IV Certification
Timeline
Executive Director / Director of Operations
Choice Hospice
06.2023 - Current
Executive Director / General Manager
Charter Healthcare of Las Vegas
06.2020 - 05.2023
Operations & Care Management Lead
Healthcare Partners of Nevada
02.2013 - 05.2020
Bachelor of Arts - Health Care Administration
Ashford University