KELLY HAYES
Malden,MA
Summary
Dynamic and results-driven professional with over 8 years of experience in people management, customer service and human resources. Adept at employee development, process improvement, cross-functional collaboration, and operational efficiency. Proven ability to enhance patient satisfaction, employee engagement, and clinic productivity while leading and mentoring high-performing teams. Strong background in talent acquisition, performance management, and organizational development. Skilled in data analysis, change management, and customer experience strategies to drive business success.
Overview
9
9
years of professional experience
Work History
Practice Manager
Joint Ventures Physical Therapy & Fitness
12.2025 - Current
- Responsible for overseeing the day-to-day administrative and operational functions of (5) fast-paced and growing physical therapy practice
- Managed budgeting and financial reporting, optimizing resource allocation for practice efficiency.
- Work directly with Clinic Directors to ensure that operational systems and best practices are in place, and to implement effective workplace procedures
- Responsible for overseeing administrative, operational, and clinical key performance indicators (KPIs), including copay collection, conversion rates, plan-of-care (POC) compliance, weekly and monthly targets, Support Staff Ratios (SSR), clinic FTE, and other operational metrics.
- key driver of a successful patient experience by implementing operational strategies that prioritize service quality.
- Hire, mentor, and manage all administrative and support staff. Oversee staffing schedules, time off requests, attendance, and timesheet entries. Complete operational system onboarding for clinical staff.
- Coordinated staff training programs, ensuring team proficiency in new healthcare technologies and protocols.
- Collaborate with HR department to ensure compliance with company policies and employment law, administer corrective actions or performance reviews as needed, and conduct annual reviews for administrative staff.
- Clinic expert in the EHR system, dashboards, reporting, and budgeting processes.
Employee and Patient Experience Manager
Joint Ventures Physical Therapy & Fitness
01.2023 - 12.2025
- Design and launch an employee development program, resulting in six internal promotions, six individual growth plans, and four performance improvement plans.
- Champion employee engagement initiatives, empowering Patient Care Coordinators to lead development meetings and provide daily operational insights to leadership.
- Analyze customer feedback and clinic satisfaction metrics, producing monthly executive reports.
- Lead interview processes, onboarding experiences, and new hire check-ins, ensuring smooth integration, clear role expectations, and high employee satisfaction.
- Establish a Cultural Calendar to recognize federal holidays and cultural events, fostering diversity, equity, and inclusion.
- Efficiently collect, process, and track employee timesheets and PTO requests, ensuring compliance with company policies and streamlining payroll operations.
- Manage a team of 15 direct reports, providing leadership, mentorship, and performance oversight to drive team success and operational efficiency.
- Co-lead a Leadership Education course alongside the director, fostering leadership development.
- Train and mentor four lower-tier managers, providing guidance on performance management, employee engagement, and professional growth.
- Prepare and facilitate Quarterly Development Meetings, Monthly 1-on-1 Meetings, and Annual Reviews to track progress.
- Manage clinic manager feedback, ensuring clear communication and actionable improvements.
- Develop and implement Performance Improvement Plans to support struggling employees and drive accountability.
- Oversee the recruitment process, including candidate evaluation, interview facilitation, and hiring decisions.
- Led patient feedback initiatives to enhance service delivery and satisfaction levels.
- Developed training programs for staff to improve patient interaction and care quality.
Administrative Manager
Joint Ventures Physical Therapy & Fitness
01.2020 - 01.2023
- Designed and implemented a comprehensive manager training program focused on leadership development, organizational effectiveness, and cross-functional collaboration.
- Partnered with clinical leadership to develop team training initiatives, increasing manager confidence and boosting team performance across 12 clinics.
- Managed 15 direct reports, providing leadership, mentorship, and performance oversight.
- Led full-cycle recruitment efforts, improving job descriptions, interview processes, and outreach strategies via Indeed, resulting in higher-quality talent acquisition and reduced time-to-hire.
- Strengthened patient communication and HIPAA compliance by streamlining privacy policies across all clinics, enhancing regulatory adherence and operational transparency.
Administrative Assistant
Joint Ventures Physical Therapy & Fitness
01.2017 - 01.2020
- Served as primary point of contact for patients, ensuring an exceptional first impression and seamless clinic experience.
- Managed insurance verification, billing processes, and co-pay collection, maintaining accurate patient accounts and financial integrity.
- Optimized Physical Therapist scheduling to ensure full bookings, improving clinic productivity and patient care outcomes.
- Assisted the Clinical Director with reporting and documentation, ensuring compliance, accurate record-keeping, and operational efficiency.
Education
Bachelor of Business Administration -
Plymouth State University
Skills
- Employee onboarding and training
- Skilled in resolving conflicts
- Recruitment expertise
- Team leadership
- Collaborative project engagement
- Workflow optimization
- Performance improvement strategies
- Data-driven decision making
- HIPAA regulations adherence
- Customer engagement
- Healthcare practice management
- Budget management
Timeline
Practice Manager
Joint Ventures Physical Therapy & Fitness
12.2025 - Current
Employee and Patient Experience Manager
Joint Ventures Physical Therapy & Fitness
01.2023 - 12.2025
Administrative Manager
Joint Ventures Physical Therapy & Fitness
01.2020 - 01.2023
Administrative Assistant
Joint Ventures Physical Therapy & Fitness
01.2017 - 01.2020
Bachelor of Business Administration -
Plymouth State University