Jennifer Gardner

•Overseeing the entirety of the clinic staff consisting of 19 staff members
and 2 doctors.

•Managing all aspects of a multimillion dollar business, hitting monthly KPI's to keep sales and surgical production on track to 13% yearly growth when the location was not able to do that the previous years.

•Consistently delivered sales and production growth during a 4 year trend of declining consultations.

• Conducted live video reports on KPI's and all other performance metrics with root cause analysis and action plans with the president of the company, chief financial officer and sales president for weekly board presentations.

•Lead QI studies on no sale outcomes and refund requests, I created trackers to implement a standardized best practices process for refund objections and retention.

• Created a system for reputation management as well as a process of responses and escalation all the way up to legal action.

• Conducted performance evaluations for staff and doctors including PIP's.

• Brought on Med Spa services - Hydra/Hydro Facial machines, PRP, Botox and a new surgical procedure for the entire network - hair transplantation.

•Conducted QI studies on patient reports and procedure outcomes, Doctor peer reviews and conducted quality controls on testing supplies.

• Collaborating with the operating room manager, charge nurse and nurse manager to improve and maintain patient safety as well as manage patient complaints and grievances.

• Deescalating aggressive patients and mediating all negative patient experiences for the purpose of resolution or mitigation.

• Supported multiple extensive HR investigations for a year of prior incidents with on site interviews and preparing video and written reports for the finance company and board to review.

•Stabilized each member of the team through open dialogue, talk therapy
and guided group realized solutions.

• Shifted the culture towards trust, positive connections and production.

• Built a private practice with multiple locations from the ground up, as the owner I have done everything from the inside out.
• Performance analytics, implementing operational changes in relation to an active and ever changing market.
• Developed business and marketing plans as well as prepared monthly financial reports.
• Set pricing structures according to market analytics and capturing new services based on emerging trends.
• Creation of operational procedures and workflow planning.
• Hired and trained teams on specific operations and requirements for each job site, including applicable procedures, techniques and safety regulations
• Supervised and evaluated performance of workers with goals of improving productivity, efficiency and cost. created and implemented retraining courses.
• Enhanced operational performance by developing effective business strategies, systems and procedures.
• Monitored supplier operations to verify quality, delivery schedule and conformance to contract specifications.
• Secured long-term accounts, managing sales presentations to promote product and brand benefits.
• Identifying and implementing sales techniques to increase sales performance.
• Keeping up with trends and technology advances in the industry to bring in new energy devices and treatments with successful track records.

• Evaluating safety violations, employee complaints and patient complaints (BBB, AG etc) to strategize best practices and reputation management.
• Developed retraining courses for each location and identified reliable key players in each location to reshape the company attitude and structure.
• Worked closely with team members to develop an ethical business model to replace reoccurring violations and problematic systems.
• Juggled multiple projects and tasks to ensure high quality and timely delivery.
• Ultimately recommended a replacement program and left due to my discomfort of continued safety violations, unethical business practices and an inability to inact meaningful change that would improve the toxic work environment and the overall business model.

• Medical Spa treatment provider - light energy devices, chemical peels, HCG programs, body detox treatments.
• Relayed messages from patients to physicians about concerns, condition updates or refill requests to facilitate treatment.
• Interviewed and engaged patients to obtain medical history, chief complaints and to explain the treatment process.
• Educated patients about the science behind the treatment techniques and realistic expectancies of results.
• Prepared treatment rooms for patients by cleaning surfaces and restocking supplies.
• Educated patients about medications, procedures and physician's instructions.
• Organized charts, documents and supplies to maintain team productivity.
• Secured patient information and maintained patient confidence by completing and safeguarding medical records.
• Partnered with healthcare and administrative staff to create patient-centered, inviting and supportive environment for patients.
• Coordinated and executed medical waste disposal according to governmental and organizational standards.
• Implemented inventory tracking system to maintain product accessibility and lead the research team to lower equipment cost.
• Measured patient peak flows to improve workflow efficiency.