KASSANDRA RUSSELL
Orrville,United States
Summary
Responsible and Motivated Regional Operations Manger with 17 years of experience in the healthcare field bringing strong leadership and employee development. Proven skills in building and directing strong teams to achieve challenging objectives. Deep understanding of the healthcare industry and patient experience.
Overview
11
11
years of professional experience
Work History
Regional Director of Operations
Wellnow Urgent Care
Cleveland, Ohio
03.2022 - Current
- Leading regional operations with a focus on improving patient care and satisfaction
- Implementing innovative strategies to enhance patient experience and reduce costs
- Solving complex operational challenges through data-driven decision making
- Contributing to a 20% increase in employee retention through collaborative leadership and supportive management
- Eager to tackle challenges with a strong commitment to improving team efficiency and productivity
- Boosted team productivity by fostering a culture of accountability and excellence
- Mentored staff to develop their skills, elevating team performance and morale
- Pioneered a patient-first approach, significantly enhancing customer experience.
- Actively participated in events or conferences relevant to regional operations.
- Developed relationships with customers in the region through frequent visits or calls.
- Collaborated with executive team and different departments to ensure alignment between departments on regional initiatives.
- Monitored Customer service KPI's and took corrective action when necessary.
- Responded quickly to any customer complaints or issues arising from regional operations activities.
- Reviewed financial reports and identified opportunities for cost savings.
- Monitored inventory levels to ensure adequate stock was available at all times.
- Provided leadership and guidance to subordinate managers and supervisors.
- Maintained budgeting documents for accurate tracking of expenses.
- Managed regional staff, including hiring, training, performance reviews and disciplinary actions.
Multi-Site Manager
Wellnow Urgent Care/Hometown
Wooster
11.2013 - 03.2022
- Led multi-site operations, ensuring seamless service delivery across all centers
- Achieved 20% increase in patient satisfaction through strategic management and staff training
- Evaluated employee performance regularly and provided feedback on areas needing improvement.
- Drove a culture of innovation, resulting in the implementation of several process improvements
- Spearheaded staff development initiatives, raising team performance
- Enhanced staff morale through leadership and recognition programs, leading to a 30% decrease in turnover
- Streamlined operations, cutting costs by 10% without compromising service quality.
- Supervised the recruitment process for all locations, including interviewing candidates and selecting appropriate personnel.
- Organized team-building activities for staff members across multiple sites in order to promote collaboration and foster a positive work environment.
- Maintained effective communication channels between different sites through email, phone calls or video conferencing tools.
Education
Bachelor's degree - Healthcare Administration
Mercy College
05.2020
Skills
- Strategic Planning
- Excellent Communication
- Team building
- Staff hiring
- Staff Management
- Decision-Making
- Problem Solving
- Team Development
- Leadership
- Operations Oversight
- Schedule Management
- Customer Service Management
- Inventory Management
- Time Management
- Finance and Accounting Oversight
Affiliations
- Volunteer at Northwestern Elementary School with the Christian Education Program
- History of Coaching Middle school Cheer for 7th and 8th Grade.
Accomplishments
- Outstanding Leadership Award: Wellnow Urgent Care 2020
References
References available upon request.
Timeline
Regional Director of Operations
Wellnow Urgent Care
03.2022 - Current
Multi-Site Manager
Wellnow Urgent Care/Hometown
11.2013 - 03.2022
Bachelor's degree - Healthcare Administration
Mercy College
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