Kelly Ferguson
Washougal
Summary
Passionate and dynamic healthcare leader with 19 years of progressive executive leadership and management experience and over 25 years in the medical field. Proven expertise in healthcare operations, strategic planning, quality assurance, and staff development across non-profit and for-profit organizations. Adept at leading multidisciplinary teams, driving process improvements, and aligning operations with organizational goals. Committed to service excellence with a “goal over role” leadership philosophy.
Overview
19
19
years of professional experience
Work History
Chief Operating Officer / Interim HR Director
Columbia River Mental Health Services
Vancouver
07.2013 - Current
- Executive Leadership Team member responsible for overseeing administrative operations, HR, IT, and facilities across six locations.
- Spearheaded agency-wide service expansion by securing and developing a new facility from concept through completion, including building layout, permitting, code compliance, and interior setup—resulting in a 60% increase in patient flow and admissions from ~300 to 800+.
- Partnered with contractors, engineers, and city departments to ensure facility development met operational needs and compliance requirements.
- Implemented Same Day Access model, eliminating care delays and allowing walk-ins to receive services without prior appointments.
- Co-managed a full Electronic Health Record (EHR) system conversion, ensuring a seamless transition and minimal disruption to workflows.
- Launched and maintained a Tele-psychiatry program; transitioned 90% of staff to remote work with no service interruption during critical periods.
- Led centralized scheduling, compliance monitoring, and data integrity efforts to meet internal and state-mandated standards.
- Direct hiring, performance evaluations, training, coaching, and staff development across clinical and administrative teams.
- Conduct internal employee investigations in accordance with the CBA guidelines.
- Participated in CBA negotiations with the Union.
- Create and implement agency policies and procedures.
- Developed a strong positive relationship with the Union, which was previously in a hostile state.
- Leading the agency during critical rebuilding phase.
- Decreased agency spending and expenses by roughly $300,000 per month.
- Successfully converted a failing billing department to an outsourced solution, improving efficiency and collections, with significant cost savings.
- Collaboration with CFO and department heads on building budgets.
- Maintained strong community and inter-agency relationships.
- Promoted from Manager to COO within 2 years of employment.
Practice Manager
AV Pediatrics, Allergy & Family Medicine
Lancaster
11.2006 - 07.2013
- Managed full administrative operations for a multidisciplinary medical practice, including pediatrics, family medicine, chiropractic, and massage therapy.
- Supervised departments such as billing, eligibility, front office, and medical records.
- Oversaw payroll, accounts payable/receivable, insurance verification, financial planning, and reconciliation.
- Led credentialing, contract negotiation, and compliance activities for multiple providers.
- Trained staff on EMR systems and enforced HIPAA and regulatory compliance.
- Maintained provider schedules and improved patient access to care and satisfaction.
- Direct hiring, performance evaluations, training, coaching, and staff development across clinical and administrative teams.
- Responsible for all HR matters to include investigations, disciplinary action, employee handbook creation, and terminations.
Education
Bachelor of Science - Healthcare Administration
Western Governors University
Associate of Arts - Liberal Studies
Antelope Valley College
Skills
- EHR Systems: Avatar, CareLogic, Dr First, MD Systems, DrNotes
- Software & Systems: Ultipro, ADP, Paychex, Microsoft Office, Scheduling Platforms
- Leadership: Emotional Intelligence, Problem Solving, Supervision & Coaching, Change Management, Team Development
- Operations: Budget Management, Facility Expansion, Strategic Planning
- Compliance: HIPAA, State Regulatory Standards
- Communication: Executive-level communication and reporting, Negotiation, Stakeholder management, Mediation, Conflict Resolution, Grievances, Team building & Motivation
Skills And Certifications
Avatar, CareLogic, Dr. First, MD Systems, DrNotes, Ultipro, ADP, Paychex, Microsoft Office, Scheduling Platforms, Staff Supervision, Change Management, Team Development, Budget Management, Facility Expansion, Strategic Planning, HIPAA, State Regulatory Standards, Executive-level communication and reporting, Negotiation, Stakeholder management, Mediation, Conflict Resolution, Grievances, Team building & Motivation, Workflow Optimization, Centralized Scheduling
Timeline
Chief Operating Officer / Interim HR Director
Columbia River Mental Health Services
07.2013 - Current
Practice Manager
AV Pediatrics, Allergy & Family Medicine
11.2006 - 07.2013
Bachelor of Science - Healthcare Administration
Western Governors University
Associate of Arts - Liberal Studies
Antelope Valley College
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