Hi, I’m
Kelly Gwin
Kansas City,MO
Summary
Proven and visionary Senior Director of Operations with a strong business acumen. Specializing in administrative services, business development, and cross-functional team leadership. Recognized for driving company-wide transformations, spearheading strategic initiatives, ensuring compliance, and optimizing operations. Adept at fostering a client-centric culture, enhancing efficiency, and delivering tangible results. An effective communicator skilled in conveying complex concepts to diverse audiences, both verbally and in writing. Exceptional at managing multiple projects, meeting deadlines, and maintaining seamless day-to-day operations.
Overview
12
years of professional experience
1
Certification
Work History
Bardavon Health InnovationsOverland Park, KS
Senior Director of Customer Solutions
02.2022 - Current
Job overview
- Successfully orchestrated and led a company-wide digital transformation, aligning processes, technology, and organizational structure to achieve operational efficiency and enhanced customer experience.
- Utilized data-driven insights to make informed decisions, driving operational efficiency and performance.
- Spearheaded strategic initiatives and executed operational plans, resulting in substantial improvements in efficiency and profitability.
- Oversaw cross-functional teams, fostering collaboration and achieving departmental and organizational objectives.
- Ensured compliance with industry regulations and standards, mitigating risks and promoting operational excellence.
- Recruited, hired and trained employees on operations and performance expectations.
- Cultivated and maintained relationships to promote positive work culture.
- Establish clear business-focused goals and key performance indicators (KPIs) to drive increased productivity and performance, aligning with business outcomes, resulting in head count optimization.
- Lead, manage, recruit, train, retain, and inspire employees dedicated to delivering outstanding service to clients, customers, and internal partners.
- Increased customer satisfaction and streamlined business processes and procedures.
- Developed highly effective working relationships with other departments by being positive and constructive leader.
- Revamped internal procedures into clearly defined structure, resulting in higher quality services and cost reductions.
- Developed analytical assessments to make crucial decisions on pending projects.
- Developed dashboard and reporting to monitor metrics and department goals.
- Formulated and implemented efficient processes, stringent controls, and performance metrics to enhance operational efficiency, accuracy, and quality
- Collaborated with product teams to design and implement a reporting system for daily team monitoring
- Contribute and execute yearly project plan yearly to eliminate waste and minimize defect.
Bardavon Health InnovationsKansas City, MO
Director of Client Experiene
02.2021 - 02.2021
Job overview
- Liaison between clients and internal teams, driving innovation and strategy to push our brand while maintaining client satisfaction
- Strategized with department heads to build onboarding program to maximize operation value and create excellent customer service
- Consistently work towards deeper relationship with client, and push the add value our brand brought to the industry, Create engaging presentations for key stakeholders for expansion.
- Evaluate each client’s unique requirements and create customized proposals, delineating specific services, and software to meet their goals
- Lead experience team to hit up sell quotas.
- Work with internal teams to meet client goals; product, operations, marketing and clinical services
- Generated reports to review data and issue corrective actions for improvements.
- Recruited, hired and trained employees on operations and performance expectations.
- Developed and presented new ideas and conceptualized new approaches and solutions.
- Coordinated activities with other departments to expedite work and improve interdepartmental performance.
in2itive Business SolutionsKansas City, MO
Business Development Manager
01.2020 - 01.2021
Job overview
- Attract and retain new clients using comprehensive knowledge of medical billing financial benchmarks to communicate value proposition to administrators, physicians, and boards of directors
- Develop client relationships and employ critical thinking skills to overcome objections and close sales in a highly competitive environment
- Negotiate contracts with potential clients
- Attend trade shows, call upon leads, and develop innovative strategies to cultivate prospects
- Create engaging presentations, regularly meet with corporate CFO, CEO, board members, physicians, surgeons, and other key stakeholders
- Evaluate each client’s unique requirements and create customized proposals, delineating specific services, and software to meet their goals
- Lead sales team to hit quotas by data analytics and pipeline review
in2itive Business SolutionsKansas City, MO
Client Services Manager
06.2018 - 12.2020
Job overview
- Spearheaded revenue cycle management operation to assist in client’s financial success
- Engage with individual facilities medical directors, board members and physician partners to develop clear understanding of individual facility and physician needs
- Cultivated strong client relationships and liaised with facility and bill of work
- Analyzed existing processes and implemented new procedures to maximize revenue
- Provided exceptional client support, oversaw billing and collections charges entered, claims filed, and payments posted
- Generated quantitative reports to optimize monthly revenue
- Managed teams of 15+ to efficiently and accurately process $8M net revenue monthly across 10 clients
- Prioritized competing deadlines for clients, with on time deliverables
- Acquired zero turnover on revenue teams, providing data analytics for performance and maintained monthly one on ones to help each member increase performance and grow
- Achieved average 8% increase in net revenue for each client through effective account collection and maximizing insurance reimbursements.
Physician Office PartnersOverland Park, Kansas
Payment Posting Supervisor
10.2017 - 06.2018
Job overview
- Led team to post claim payments precisely and efficiently for multiple clients
- Developed and implemented induvial and team training in technology, revenue cycle management strategies, understanding contracts, insurance benefits, and regulatory compliance
- Motivated staff to set and achieve individual and corporate goals
- Developed, implemented, communicated, and monitored objectives and expected performance outcomes
- Collaborated with hospitals and surgery centers to maintain accurate payment records
- Effectively communicated with clients to ensure satisfaction, created processes for clients to communicate needs, and promptly resolved any concerns
- Set up credentialing access for insurance websites
- Prepared and disseminated weekly AR reports for clients
- Consulted with outside clients on effective strategies to streamline processes
- Managed 14 employees to post $35M+ monthly accurately and quickly
- Created high-performing teams, achieved 6%+ improvement on daily account posting rate, minimized overtime by 5%, and reduced departmental staff turnover.
Retina AssociatesShawnee Mission, Kansas
Clinic Coordinator
11.2011 - 08.2017
Job overview
- Orchestrated day to day clinic activities, coordinated tasks for team of 8 – 15, implemented effective patient care, and HIPAA guidelines
- Motivated team to remain positive and effective in stressful situations
- Scheduled and counseled surgical patients, arranged surgeries with hospital and post-operative care, audited patient charts, and processed internal and external diagnostic reports
- Accountable for returning patients' calls to answer medical and FMLA questions
- Collaborated with front desk to develop new insurance protocols, create efficient patient flow, and attract new patient demographics
- Worked synergistically with physician to manage clinic in alignment with his schedule and requirements, and coordinated with surgery center to effectively accommodate physician
- Learned entire business by working thru the company starting at front desk receptionist to managing physician clinic
- Grew patient base by 20%, through initiation of google business page to advertise physician and other business development strategies
- Implemented lean process methodologies to decrease appointment time by 23%
- Increased efficiency to process 80-100 patients daily while minimizing overtime, fulfilled quarterly goals to be top earner in practice of eight physicians
- Skilled in vision test, medical history, applanation tonometry, Optical Coherence Topography, B-scan Ultrasound, administering drops for patient dilation
- Able to assist in intravitreal injections, pneumatic retinopexy, and multiple lasers procedures
- Developed end to end processes for clinic to avoid bottlenecks by conducting time studies
Education
Avila University, Kansas City, MO
Bachelor of Science from Health Administration
06.2017
Skills
- Team Motivation and Leadership
- Lean Process Methodologies
- Critical Thinking
- Networking and Collaboration
- Business Development
- Strategic Planning
- Strong team relationships
- Client Growth
- Data Analysis
- Analytical Problem Solving
- Builds strong client relationships
Certification
- Certified Six Sigma Green Belt, - 2023
Timeline
Senior Director of Customer Solutions
Bardavon Health Innovations
02.2022 - Current
Director of Client Experiene
Bardavon Health Innovations
02.2021 - 02.2021
Business Development Manager
in2itive Business Solutions
01.2020 - 01.2021
Client Services Manager
in2itive Business Solutions
06.2018 - 12.2020
Payment Posting Supervisor
Physician Office Partners
10.2017 - 06.2018
Clinic Coordinator
Retina Associates
11.2011 - 08.2017
Avila University
Bachelor of Science from Health Administration
- Certified Six Sigma Green Belt, - 2023
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