Summary
Overview
Work History
Education
Skills
Accomplishments
CORE COMPETENCIES
Timeline
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Keana Burton

Londonderry,NH

Summary

Motivated and results-driven Practice Manager with over 9 years of experience in the veterinary and healthcare sector. Expertise in staff leadership, project planning, client service, and operations management. Proven ability to lead large teams, drive client satisfaction, streamline operations, and ensure compliance. Passionate about mentoring and continuous process improvement to meet both business and team goals.

Overview

10
10
years of professional experience

Work History

Practice Manager

Reading Animal Clinic
11.2021 - Current
  • Oversee daily operations of an 8-doctor practice with 45+ staff members
  • Lead recruitment, onboarding, performance evaluations, and HR compliance
  • Manage payroll, benefits, PTO tracking, and labor law adherence
  • Conduct financial reviews and monitor KPIs alongside ownership and leadership
  • Ensure OSHA compliance, safety training, and risk management
  • Implement client service protocols to elevate satisfaction and consistency
  • Direct social media marketing and community outreach
  • Mentor students and support career development of staff
  • Addressed patient concerns promptly and professionally, demonstrating empathy and excellent problem-solving skills.
  • Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.

Client Care Manager

Reading Animal Clinic
07.2021 - 11.2021
  • Oversaw client services, virtual communications, and workflow improvements
  • Trained and supervised 12+ client care representatives
  • Managed escalated client issues and maintained communication standards
  • Provided education on medications, procedures, and preventive care
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.

Client Care Assistant Supervisor

Massachusetts Veterinary Referral Hospital
09.2019 - 07.2021
  • Trained front desk staff and optimized workflow SOPs
  • Streamlined internal communication between departments
  • Assisted hospital managers with data reporting and evaluations
  • Onboarded new employees and managed scheduling logistics
  • Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.

Concierge

Massachusetts Veterinary Referral Hospital
01.2018 - 01.2019
  • Acted as liaison between ICU/ER departments and clients
  • Supported billing, medical record keeping, and post-care follow-up
  • Offered emotional support and facilitated end-of-life care transitions
  • Provided exceptional customer service to diverse clientele, fostering an atmosphere of inclusivity and respect.
  • Assisted guests with special needs or requests, demonstrating empathy and understanding in every interaction.

Client Care Specialist

Massachusetts Veterinary Referral Hospital
01.2016 - 01.2018
  • Handled multi-line phones, appointment scheduling, and high-volume desk work
  • Clarified treatment plans and communicated medical costs to clients
  • Maintained accuracy in client records and payment transactions
  • Responded to all client inquiries and asked appropriate questions to facilitate resolution.
  • Managed high call volume efficiently, prioritizing urgent requests and maintaining composure under pressure.

Education

High School Diploma -

Woburn Memorial High School
Woburn, MA
06-2014

Skills

  • Microsoft Office Suite (Excel, Word, Outlook)
  • Practice Management Software (Cornerstone, ezyVet, etc)
  • Multi-line Phone Systems & Office Equipment
  • Social Media Platforms (Facebook, Instagram)
  • Schedule management
  • Staff development
  • Payroll administration
  • Budget oversight
  • Supplies ordering
  • Regulatory compliance
  • Human resources
  • Marketing
  • Policy development
  • Bookkeeping
  • Budgeting

Accomplishments

Google Certificates

  • Foundations of Project Management
  • Project Initiation: Starting a Successful Project
  • Cyber Security Certificate

CORE COMPETENCIES

  • Team Leadership & Coaching
  • Project Management & Workflow Design
  • Staff Recruitment & HR Policy
  • Client Satisfaction & Retention
  • Financial Analysis & Budget Oversight
  • Scheduling & Operations Coordination
  • Performance Management
  • Social Media Marketing
  • OSHA Compliance & Safety Training
  • High-Level Communication & Emotional Intelligence

Timeline

Practice Manager

Reading Animal Clinic
11.2021 - Current

Client Care Manager

Reading Animal Clinic
07.2021 - 11.2021

Client Care Assistant Supervisor

Massachusetts Veterinary Referral Hospital
09.2019 - 07.2021

Concierge

Massachusetts Veterinary Referral Hospital
01.2018 - 01.2019

Client Care Specialist

Massachusetts Veterinary Referral Hospital
01.2016 - 01.2018

High School Diploma -

Woburn Memorial High School

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