Jacqueline Ward
Albany,GA
Summary
Results-driven Operations Manager with a proven track record in process improvement and operational efficiency. Developed innovative strategies that enhanced service delivery and reduced operating costs while maintaining high customer satisfaction.
Overview
31
31
years of professional experience
5
5
Certifications
Work History
Operations Manager Home Health and Hospice
Phoebe Putney Memorial Hospital
Albany, Georgia
02.2020 - Current
- Oversaw daily operations for patient care services and support teams, ensuring quality service delivery.
- Developed and implemented process improvements to enhance operational efficiency.
- Collaborated with medical staff to optimize workflow and resource allocation.
- Led training sessions for new staff on hospital policies and procedures.
- Oversaw inventory management systems to ensure adequate supply levels.
- Coordinated cross-departmental communication to streamline patient services.
- Analyzed operational data to identify trends and areas for improvement.
- Facilitated team meetings to address challenges and foster collaboration among staff.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Managed scheduling, training and inventory control.
- Resolved customer complaints in a timely manner while ensuring customer satisfaction remains at optimal levels.
- Directed daily operations by implementing short-term and long-term strategies to align with business plan and profitability objectives.
- Built strong operational teams to meet process and production demands.
- Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Ensured compliance with safety regulations and maintained a safe work environment for all personnel.
- Identified areas of deficiency and performed root-cause analysis to solve problems.
- Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
- Recruited, hired and trained crew members on application of projects, customer relations, and customer service.
- Developed and enforced policies and standard operating procedures to maintain quality standards in customer service and logistics.
- Developed and implemented operational procedures to ensure quality standards are met.
- Collaborated with management team on long-term strategic planning initiatives for the organization.
- Analyzed data from daily reports to identify trends in production performance metrics.
- Maintained accurate inventory records to track stock levels and minimize costs.
- Responded to information requests from superiors, providing specific documentation.
- Improved morale and management communication by creating employee recognition and rewards practices.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Collaborated with team leaders on quality audits.
- Analyzed and controlled materials, supplies and equipment operational expenses.
- Created detailed reports on the performance of individual departments within operations.
- Planned delivery routing, team workflows, and promotional initiatives.
- Presented performance and productivity reports to supervisors.
- Oversaw financial management, budget management, accounting and payroll activities.
- Established effective relationships with vendors to negotiate pricing and secure materials needed for production.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
- Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
- Developed key performance indicators to measure effectiveness of operational processes.
- Performed cost analysis for various projects to determine budget requirements.
- Coordinated cross-functional teams to ensure timely delivery of products and services.
- Prepared staff work schedules and assigned team members to specific duties.
- Delegated work to staff, setting priorities and goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Used excellent verbal skills to engage customers in conversation and effectively determine needs and requirements.
- Implemented successful business strategies to increase revenue and target new markets.
- Mitigated business risks by working closely with staff members and assessing performance.
- Monitored progress by establishing plans, budgets and measuring results.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Coordinated and directed activities of businesses or departments concerning production, pricing and sales.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Structured HR consulting services to support clients during organizational developments and changes.
Business Manager
Amedisys Home Health
Moultrie, Georgia
12.2010 - 01.2020
- Oversaw daily operations for home health services and patient care programs, ensuring quality care delivery.
- Coordinated staff schedules to optimize coverage and enhance service delivery efficiency.
- Developed training materials for new hires to enhance team performance and compliance.
- Implemented process improvements that streamlined administrative workflows, minimizing delays.
- Oversaw budget management and resource allocation for operational efficiency.
- Facilitated communication between healthcare teams to promote collaboration and patient satisfaction.
- Analyzed patient feedback to identify areas for service enhancement and quality improvement.
- Ensured adherence to regulatory standards in home health operations and documentation practices.
- Managed a team of staff members, providing guidance and direction to ensure successful completion of projects.
- Collaborated and built trust within organization and with customers, meeting or exceeding expectations.
- Maintained financial records, prepared budgets, and monitored expenditures for multiple departments.
- Monitored inventory levels of supplies needed for daily operations and ordered additional items when necessary.
- Facilitated communication between different teams within the organization through regular meetings.
- Drove high performance by developing team members.
- Prepared monthly financial statements for review by executive leadership team.
- Implemented safety protocols throughout the workplace to protect employees from harm.
- Improved tools to enable better tracking and business analysis.
- Recommended process improvements that would reduce costs while increasing productivity.
- Gained product knowledge to assist team members with structuring customer purchase, closing and delivery.
- Conducted research on current industry trends to identify potential areas for improvement in business operations.
- Maximized business growth by driving high adoption and usage of marketing platform.
- Developed strong supplier relationships by obtaining alignment and delivering on mutually established goals.
- Assessed employee performance evaluations and recommended changes or improvements.
- Provided feedback to improve strategies, programs and initiatives.
- Designed strategies for improving the quality of services provided by the organization.
- Developed marketing plans for new products or services offered by the company.
- Provided training sessions for employees on new software systems used in business operations.
- Created comprehensive onboarding processes and activities to acclimate new hires.
- Worked closely with internal teams to deliver on high-profile, complex projects.
- Communicated client priorities, delivering presence and business objectives.
- Translated customer needs into operational plan to fulfill projects with right resources.
- Addressed customer questions and concerns regarding products and services.
- Implemented process improvements to streamline operations and reduce costs.
- Conducted market research and analysis to identify growth opportunities and competitive threats.
- Ensured compliance with legal, regulatory, and ethical standards across the organization.
- Streamlined operational processes and systems to enhance efficiency and reduce costs.
- Prepared and presented business reports and presentations to senior management and stakeholders.
- Directed customer service policies to enhance customer satisfaction and loyalty.
- Managed budgeting, forecasting, and financial analysis processes to ensure financial health.
- Set and monitored performance metrics to evaluate and improve business operations.
- Utilized data analytics to inform decision-making and identify areas for improvement.
- Led cross-functional teams to drive project completion and operational excellence.
- Oversaw daily operations across multiple departments, including sales, marketing, and HR.
- Coordinated with HR to recruit, train, and retain top talent, ensuring a high-performance team.
- Prepared staff work schedules and assigned team members to specific duties.
- Reviewed financial statements and sales or activity reports to measure productivity or goal achievement.
- Delegated work to staff, setting priorities and goals.
- Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
- Implemented successful business strategies to increase revenue and target new markets.
- Monitored inventory levels and placed new orders for merchandise to keep supply well-stocked.
- Monitored progress by establishing plans, budgets and measuring results.
- Improved productivity initiatives, managing budgets and accounts, coordinating itinerary and scheduling appointments.
- Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
- Formed and sustained strategic relationships with clients.
- Directed or coordinated financial or budget activities to fund operations and maximize investments.
- Implemented campaigns and promotions to help with developing goods and services.
- Structured HR consulting services to support clients during organizational developments and changes.
Scheduling Coordinator
Amedisys Home Health
Valdosta, Georgia
12.2008 - 12.2010
- Coordinated patient schedules with healthcare providers and caregivers.
- Managed appointment logistics to ensure timely service delivery.
- Communicated effectively with patients for scheduling and follow-ups.
- Utilized scheduling software to enhance appointment process efficiency.
- Collaborated with clinical teams to optimize resource allocation.
- Resolved scheduling conflicts promptly to maintain service continuity.
- Maintained accurate records of patient appointments and changes.
- Responded promptly to all customer inquiries regarding availability or schedule changes.
- Maintained up-to-date records of staff availability, absences, holidays, vacations.
- Communicated effectively with team members to ensure they are aware of their shifts and any changes that may occur.
- Entered information into system to update status reports.
- Managed daily operations related to employee scheduling such as approving time off requests or assigning shift swaps.
- Sent out frequent telephone or email reminders of scheduled meetings to participants.
- Provided support in resolving scheduling conflicts between employees.
- Created and maintained employee schedules to ensure adequate staffing levels.
- Organized training sessions on proper scheduling techniques for new hires.
- Coordinated with department managers to adjust employee schedules.
- Managed personnel schedules to keep shifts properly staffed.
- Collaborated with other departments to coordinate resources when necessary.
- Generated reports on attendance records, leave balances, overtime hours, and other related metrics for management review.
- Gathered employee and staff data to develop monthly work schedules.
- Assisted in the recruitment process by conducting interviews and making hiring decisions based on candidate qualifications.
- Developed scheduling processes that improved production objectives.
- Copied and faxed patient records to ensure timely information sharing.
- Conducted regular reviews of existing scheduling policies and procedures to identify areas for improvement.
- Followed prescribed list of questions and provided appropriate responses to get and give information during scheduling calls.
- Implemented new systems for efficient scheduling processes such as automated reminders for shift changes or vacation requests.
- Streamlined communication channels to ensure timely updates and changes to schedules were disseminated efficiently.
- Created and enforced scheduling policies and procedures to standardize operations.
- Developed and maintained a comprehensive database of employee availability and preferences.
- Monitored employee attendance and time-off requests to ensure compliance with company policies.
- Led weekly scheduling meetings to address concerns, distribute assignments, and gather feedback.
- Responded to emergency scheduling changes promptly, minimizing disruptions to operations.
- Facilitated cross-training sessions to ensure staff could cover multiple roles, improving operational flexibility.
- Developed a backup plan for critical positions to ensure uninterrupted service.
- Utilized scheduling software to organize and update daily, weekly, and monthly schedules.
- Coordinated scheduling for a team of over 50 employees, ensuring optimal coverage and efficiency.
- Coordinated with HR to onboard new hires, including scheduling interviews and orientation sessions.
- Analyzed scheduling trends to recommend process improvements that increased overall operational efficiency.
- Collaborated with department managers to forecast staffing needs and adjust schedules accordingly.
- Issued work schedules, duty assignments and deadlines for office or administrative staff.
- Developed work schedules according to budgets and workloads, covering priority tasks.
- Reviewed employees' work to check adherence to quality standards and proper procedures.
- Delegated work to staff, setting priorities and goals.
- Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.
- Guided employees in handling difficult or complex problems.
- Computed balances, totals or commissions to support accounting team.
- Participated in subordinates' tasks to facilitate productivity or help overcome difficulties.
CNA Administration Assistant
Presbyterian Home
Quitman, Georgia
06.1995 - 12.2007
- Assisted residents with daily living activities and personal care needs.
- Monitored vital signs and reported changes to nursing staff promptly.
- Maintained cleanliness and orderliness in resident living areas and common spaces.
- Communicated effectively with residents, families, and interdisciplinary team members.
- Documented patient care activities accurately in electronic health records systems.
- Supported mobility by assisting residents with walking and transferring safely.
- Participated in training new staff on resident care protocols and procedures.
- Advocated for resident needs and preferences in care planning meetings.
- Provided assistance with activities of daily living, including bathing, dressing and grooming.
- Performed vital sign assessments, such as taking blood pressure and temperature.
- Documented patient care services by charting in designated areas.
- Maintained a clean, safe environment for the patient by adhering to infection control policies and procedures.
- Answered patient call lights promptly and responded to requests appropriately.
- Demonstrated excellent customer service skills when interacting with patients, families and guests.
- Assisted patients in ambulation and transfers using proper body mechanics.
- Reported changes in patient conditions to registered nurse or physician.
- Observed patients for any physical or emotional changes, reported findings to medical staff immediately.
- Ensured compliance with HIPAA regulations regarding confidentiality of information.
- Monitored food intake and output according to nursing staff instructions.
- Provided emotional support to family members during difficult times.
- Transported residents within the facility as needed.
- Utilized appropriate safety measures when handling hazardous materials or waste products.
- Recognized signs, symptoms of abuse, neglect and reported them per policy.
- Assisted with range of motion exercises and other rehabilitative activities per physician orders.
- Collaborated with interdisciplinary team members to ensure quality patient care was delivered at all times.
- Educated patients on self-care techniques that would help them maintain their independence.
- Participated in educational programs designed to improve knowledge of health care practices.
- Facilitated communication between patients, family members, and healthcare professionals.
- Turned and repositioned residents using proper body mechanics to prevent pressure ulcers.
- Observed and reported unusual symptoms and changes to charge nurse.
- Answered signal lights, bells or intercom systems to determine resident needs.
- Distributed drinking water and nourishment to residents.
- Assisted residents in preparing for activities and social programs.
- Maintained accurate, timely flow of information by completing thorough patient records and updating healthcare team on patient status.
- Supported non-ambulatory residents in range of motion exercises.
- Rendered hands-on nursing care under direct RN supervision, adhering to medical center policies and procedures.
- Communicated with patients to determine feelings, need for assistance or social and emotional support.
- Safeguarded patient privacy with strict adherence to HIPAA protocols.
- Managed daily office operations, optimizing workflow to enhance team productivity and service delivery.
- Assisted in scheduling appointments and coordinating meetings for staff.
- Supported administrative tasks such as filing, data entry, and correspondence.
- Facilitated communication between departments to enhance collaboration efforts.
- Provided exceptional customer service to residents and their families at all times.
- Provided administrative support to management team.
- Performed data entry tasks accurately within specified timeframes.
- Answered incoming calls in a professional manner.
- Updated contact lists regularly with current information.
- Provided general clerical support as required by departmental needs.
- Managed physical and digital files, monitored spreadsheets, and updated reports to coordinate project materials.
- Tracked and submitted employee timesheets to prepare for payroll processing.
- Managed daily calendars for multiple staff members.
- Greeted visitors or callers to handle questions or direct to appropriate staff.
- Scheduled appointments for department personnel as needed.
- Maintained employee attendance records according to company policies.
- Assisted with the preparation of reports, presentations and spreadsheets.
- Managed daily office operations and maintained office supplies inventory, ensuring efficient workplace functionality.
- Executed projects on time and under budget by identifying and resolving complex issues for senior leadership.
Education
High School Diploma -
Brooks County High
Quitman, GA05-1986
Some College (No Degree) - Psychology
Wiregrass Georgia Technical College
Valdosta, GASome College (No Degree) - Business Administration
Wiregrass Georgia Technical College
Valdosta, GASkills
- Case management
- Operations oversight
- Budget and inventory management
- Procurement strategies
- Performance monitoring
- Process improvement
- Compliance oversight
- Project management expertise
- Workflow planning
- Cross-functional collaboration
- Customer relationship management
- Cost containment
- Staff training and development
- Effective communication skills
- Conflict resolution
Certification
CNA 1995
Accomplishments
Top Tier Leadership Recognition for Department 2024
Affiliations
Volunteer Combo Marathon 2025 and 2026
Timeline
Operations Manager Home Health and Hospice
Phoebe Putney Memorial Hospital
02.2020 - Current
Business Manager
Amedisys Home Health
12.2010 - 01.2020
Scheduling Coordinator
Amedisys Home Health
12.2008 - 12.2010
CNA Administration Assistant
Presbyterian Home
06.1995 - 12.2007
High School Diploma -
Brooks County High
Some College (No Degree) - Psychology
Wiregrass Georgia Technical College
Some College (No Degree) - Business Administration
Wiregrass Georgia Technical College