Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Kiana Johnson

Owings Mills,MD

Summary

Seasoned Operations Manager and talented leader with 8 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Operations Manager

MedStar Health
10.2022 - Current
  • Improved operational efficiency by streamlining processes and implementing cost-saving measures.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Collaborated with cross-functional teams to develop innovative solutions for complex business challenges.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Developed systems and procedures to improve operational quality and team efficiency.

Practice Manager

Healthcare For The Homeless
08.2019 - 10.2022
  • Increased patient satisfaction by streamlining appointment scheduling and implementing efficient check-in processes.
  • Improved practice revenue through effective financial management and strategic cost reductions.
  • Enhanced staff productivity by providing comprehensive training programs and regular performance evaluations.
  • Developed strong relationships with patients, ensuring a high level of care and satisfaction throughout their experience.
  • Coordinated with physicians to optimize appointment schedules and maximize daily patient flow.
  • Oversaw the hiring process for new employees, selecting candidates who aligned with the practice''s mission and values.
  • Reduced employee turnover by implementing competitive compensation packages and creating a supportive work atmosphere.

Client Service Supervisor

Aveanna Healthcare
04.2016 - 03.2020
  • Enhanced client satisfaction by addressing concerns and resolving issues in a timely manner.
  • Streamlined communication channels for improved efficiency and quicker issue resolution.
  • Supervised day-to-day operations, ensuring a high level of quality service delivery to clients.
  • Developed strong relationships with clients, fostering trust and loyalty that resulted in repeat business.
  • Implemented training programs for new hires, elevating team performance and client service standards.
  • Created clear expectations for the team, resulting in consistent high-quality service delivery to clients.
  • Mentored junior staff members, providing guidance and support that fostered professional growth and development.
  • Ensured adherence to company policies and procedures while maintaining exceptional levels of client service standards.
  • Facilitated open lines of communication within the team to encourage collaboration and problem-solving efforts for complex cases.
  • Maintained accurate records of client interactions through diligent documentation practices that allowed seamless information transfer among colleagues when needed.
  • Promoted a culture of excellence by recognizing and rewarding team members who consistently exceeded client expectations, inspiring others to strive for similar levels of achievement.
  • Created customer support strategies to increase customer retention.
  • Participated in community events to promote services and engage with public.

Education

Bachelor of Science - Health Sciences

Coppin State University
Baltimore, MD
05.2020

Associate of Science - Nursing

Baltimore City Community College
Baltimore, MD
12.2015

Skills

  • Process Improvement
  • Workflow Optimization
  • Financial Management
  • Health and Safety Compliance
  • Customer Service
  • Business Planning
  • Schedule Management
  • Data Evaluation
  • Team Leadership

Certification

  • American Institute for Healthcare Management- (06/2022-12/31/2024)

CPHMG Certification-Certified Professional in Healthcare Management


Timeline

Operations Manager

MedStar Health
10.2022 - Current

Practice Manager

Healthcare For The Homeless
08.2019 - 10.2022

Client Service Supervisor

Aveanna Healthcare
04.2016 - 03.2020

Bachelor of Science - Health Sciences

Coppin State University

Associate of Science - Nursing

Baltimore City Community College

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Kiana Johnson