Kim Greenwood
Round Rock,Texas
Summary
Operations Manager with over 19 years of leadership and sales/marketing experience in the fast-paced setting of healthcare. Strong commitment to hiring and staff development evidenced by never utilizing a staffing agency for 17 years, until the height of the pandemic. Maintained 0% administrator turnover at all of our long-term care communities throughout the pandemic. Consistently navigated complex state and federal long-term care regulatory guidance and adapted into policies and procedures for all areas of business. Expert understanding of state and federal long-term care regulations. Commitment to high-quality customer service and ethical community values. Heightened ability to problem-solve and forge solutions in unexpected and often urgent situations.
Healthcare consulting professional prepared to drive impactful outcomes in healthcare sector. Adept at analyzing complex systems, optimizing operational efficiency, and implementing effective strategies. Strong focus on team collaboration and achieving measurable results. Reliable, adaptable, and skilled in data analysis, project management, and stakeholder engagement.
Overview
30
30
years of professional experience
Work History
Healthcare Consultant (Hybrid)
The Marshall Foundation, LLC
01.2023 - Current
- Revamped educational training materials - Customer Service, Dementia, Infection Control, Dignity and Emergency Preparedness.
- Hosted healthcare trainings for nursing and non-clinical staff via Zoom.
- Site visits - provided hands - on training and complete audits.
- Created and revised policies for assisted living and dementia certified communities in Texas.
- Created Certified Medication Aide training curriculum according to state of Kentucky assisted living regulations.
- Assisted with the transition of two (2) assisted livings to a new owner and the closure of one (1).
Regional Operations Manager (Hybrid)
Uncommon Care
11.2013 - 11.2022
- Provided daily operational and marketing/sales support to five specialized memory care facilities in Texas and Kentucky. Annual revenues totaling $5.8 M (2021) and $7M (2022).
- Directly supervised Administrators, Community Relations Directors, Regional Marketing Director & Dietary Manager.
- Played major role in the start-up of two (2) memory care communities (Bader House San Antonio and Bader House Plano). For months prior to opening, worked onsite to build network of referral sources.
- Planned Open Houses.
- Trained and supervised Regional Community Relations Director, Regional Food Service Manager, Community Relations Directors and Administrators.
- Created and managed monthly payroll budgets; monthly budgets totaling $290K.
- Sustained top referral sources with no referral fee required for placement.
- Constructed individual Quarterly Marketing Plans for each community, educated Administrators and Community Relations Directors on the multitiered plan & supported them in achieving their sales goals.
- Assisted with the redesign of company websites, marketing collaterals and admission paperwork.
- Average occupancy 2021: San Antonio – 92% (Sold 2021).
- Average occupancy July 2021 – June 2022: Plano – 93%, Sugar Land – 90%, Kentucky – 92%.
- Average occupancy January 2022 – July 2022: Georgetown – 92% (Managed as of January 2022).
Managing Director (On-Site)
Starlite Caregivers
07.2006 - 10.2013
- Played key role in the start-up of licensed private-duty home care agency, specializing in Memory Care.
- Organized and directed daily operations.
- Hired, trained, and supervised twenty-three (23) caregivers & two (2) office staff.
- Averaged 350 hours weekly; $18 - $25 hourly rate.
- Handled all business development. Marketed to referral sources (assisted living, long-term care, physician offices, care managers, and hospitals—general and psychiatric).
- Created all marketing materials.
- Managed all incoming leads & created individual care plans and weekly staffing schedules based on client needs.
- Maintained compliance with Texas Department of Health and Human Services; consistently receiving zero (0) citations on renewal surveys. Handled all regulatory and licensing matters.
- Created policy and procedure manual.
- Created all training materials based on strict adherence to regulatory requirements.
- Pivot role in the sale of the agency to Heavenly Caregivers (October 2013).
Marketing Representative (On-Site)
River Ranch Radiology
06.2001 - 06.2006
- Managed #1 company account by monthly/yearly scan volume (Dr. Robert Cain – Neurologist).
- Comprised 45.5% of total company business (5713 units out of 12555) out of a team of 4 sales staff.
- Established and maintained strong relationships with an individual data base of 300+ providers in the Greater Austin area consisting of physicians in the following disciplines: neurology, orthopedic surgery, pain management, gastroenterology, internal medicine and family practice.
- Monitored and reported on physician referral patterns and developed plan to acquire/increase referrals.
- Coordinated and participated in special events to include physician education dinners, open houses, exhibits and customer appreciation events.
- Opened two (2) additional imaging centers to support increase in referrals (north & south Austin).
- Managed and documented sales activity in CRM database – ACT.
- Participated in quarterly marketing meetings with CEO.
- Handled all aspects of corporate sponsorships for PAHCOM's (Professional Association of Healthcare Office Managers) Annual Seminar for three (3) years - repeatedly grossed more than the seminar itself.
- Developed/implemented a patient satisfaction survey to be utilized at all clinical sites.
- Presented on various topics internally as well as in the community (Customer Service/Staff Retention/Imaging Tests/Radiology Equipment Specs/Physician Protocols).
Administrator (On-Site)
Barton House
05.1996 - 11.2000
- Organized and directed daily operations; hire, train & supervise all staff.
- Created and managed a successful team, which consisted of both clinical and non-clinical staff.
- Marketed to referral sources (assisted living, long-term care & psychiatric hospitals).
- Handled all tours and managed prospects.
- Presented at Governor's Conference on Aging (1999).
- Consistently maintained profitable occupancy levels.
- Maintained staffing within budgetary guidelines while ensuring the needs of the facility were met over a 24-hour time frame.
- Maintained compliance with Texas Department of Health and Human Services; consistently scoring in the 90th percentile on all state inspections.
- Worked closely with the Central Texas chapter of the Alzheimer's Association.
- Promoted from nurse within six (6) months of employment.
Education
Bachelor of Liberal Studies - Minor Healthcare Administration
St. Edward's University
Austin, TexasLicensed Vocational Nursing Program - undefined
St. Phillip's College
San Antonio, TexasSkills
- Healthcare Leadership
- Effective communication
- Partnership development skills
- Skilled in utilizing ACT CRM tools
- Self-motivated professional
- Regulatory adherence
- Proficient in Microsoft Office
- Continuous improvement initiatives
- Collaborative strategic planning
- Cross-functional teamwork
- Emotional awareness
- Innovative problem-solving
- Service excellence
- Proficient in Zoom
- Healthcare data analysis
Timeline
Healthcare Consultant (Hybrid)
The Marshall Foundation, LLC
01.2023 - Current
Regional Operations Manager (Hybrid)
Uncommon Care
11.2013 - 11.2022
Managing Director (On-Site)
Starlite Caregivers
07.2006 - 10.2013
Marketing Representative (On-Site)
River Ranch Radiology
06.2001 - 06.2006
Administrator (On-Site)
Barton House
05.1996 - 11.2000
Licensed Vocational Nursing Program - undefined
St. Phillip's College
Bachelor of Liberal Studies - Minor Healthcare Administration
St. Edward's University