KRISTINA REDMOND
Baltimore,MD
Summary
Operations professional with proven track record in optimizing processes and driving efficiency. Strong focus on team collaboration, strategic planning, and achieving measurable results. Adept at adapting to changing needs and leading cross-functional teams. Skilled in project management, process improvement, and resource allocation. Dependable and results-driven, known for enhancing operational performance.
Overview
13
13
years of professional experience
Work History
Operations Manager
PsychTMS
07.2024 - Current
- Developed business plan alongside owner to build new office
- Managed internal office/medical staff
- Expanded patient list by 75%
- Streamlined operations by implementing efficient workflow processes across multiple departments.
- Led cross-functional teams to enhance service delivery and operational effectiveness.
- Developed and executed strategic initiatives to optimize resource allocation and reduce costs.
- Mentored team members in best practices for process improvement and performance management.
Assistant & Interim Center Director
Octapharma Plasma
06.2021 - 06.2023
- Strategically recruited to spearhead the launch and opening of the newest high-volume clinic in the state of Maryland.
- Successfully manage staffing and scaling efforts while overseeing multiple projects, culminating in a seamless clinic opening within an impressive five-month timeframe.
- Demonstrated exceptional leadership skills, effectively leading and motivating a diverse team of 35+ clinical and non-clinical professionals, consistently delivering top-performing results, and cultivating emerging leaders in the process.
- Proactively identified and tapped into untapped markets, surpassing projected goals by 20%, thereby contributing to the overall growth and success of the organization.
- Implemented a self-designed approach aimed at elevating and sustaining an exceptional patient experience, resulting in above-average retention, referral rates, and production growth.
- Instrumental in enhancing Google star ratings, elevating them from 3.8 to a notable 4.3 stars within less than six months by providing comprehensive coaching and mentoring to all team members, instilling a shared commitment to the patient experience strategy developed.
- Conducted thorough quality assurance checks on staff members' work, meticulously observing their task performance, and cross-referencing the follow-up documentation in the software system with established SOPs.
- Ensured compliance with federal and state regulations through continuous performance management of all team members, fostering a culture of clinical and operational excellence, and sustaining compliance for the entire duration of employment.
- Managed daily operational tasks to ensure smooth plasma collection processes.
Assistant Center Director & Interim Center Director
The Lasik Vision Institute
01.2013 - 01.2021
- Promoted June of 2020 due to outstanding solution-focused leadership and a strong focus on bottom-line performance, consistently exceeding expectations.
- Drove a powerful +131% year-over-year increase in EBITDA for 2019 through extensive mentoring and coaching of both clinical and operational team members, emphasizing excellence in all aspects of the business.
- Led and motivated operational and clinical teams as an Interim Leader in the absence of the Center Director, resulting in a remarkable +30% year-over-year revenue increase in 2020.
- Consistently ranked among the Top 5 performers in consultative sales company-wide for 2 consecutive years by surpassing conversion rate expectations through the implementation of self-developed strategies, placing a strong emphasis on delivering an exceptional patient experience.
- Received national recognition for exceptional operational excellence and successfully introduced self-developed tools, dashboards, and strategies across multiple regions, significantly enhancing the performance of underperforming locations.
Patient Counselor & Ophthalmic Technician
Patient Counselor & Ophthalmic Technician
01.2018 - 01.2020
- Promoted in 2018, recognized for consistently delivering expert strategies in clinical and office supply ordering, KPI/metric reporting, data tracking, and analysis, resulting in remarkable budget management and enhanced profitability.
- Achieved an exceptional +154% year-over-year increase in center revenue, comparing 2019 to 2018, by strategically leveraging positive social media presence to enhance overall patient experience and generating valuable leads.
- Recognized nationally for surpassing company social media goals by an impressive +222%, elevating star ratings from 3.2 to an outstanding 4.8 within just 6 months, through unwavering commitment to clinical and operational excellence.
- Acknowledged by C-Level Leadership for consistently demonstrating exceptional problem-solving skills, analyzing complex issues, and delivering ultimate solutions that drive operational success.
- Chosen by upper management to obtain specialized ophthalmic technician certifications, showcasing dedication to clinical excellence and providing valuable support to clinical operations during periods of minimal staffing.
Patient Care Coordinator
Patient Care Coordinator
01.2013 - 01.2018
- Played a key role in the successful opening and launch of a center, working alongside the Clinical Director and demonstrating exceptional autonomy and resourcefulness.
- Maintained an outstanding individual performance record, consistently ranking within the Top 5% for revenue generation and conversion rates over a span of 5 years.
- Recognized as a high-performing team member and selected to train and onboard new hires, showcasing expertise in key performance indicators (KPIs).
- Self-developed innovative operational strategies that significantly improved overall efficiencies were adopted company-wide.
- Efficiently designed and implemented incentives for both team members and patients, driving sales performance and exceeding KPI goals, fostering a positive impact on overall business performance.
- Recipient of the prestigious Operational Excellence Award from the Chief Operating Officer, acknowledging exceptional contributions to the organization's success.
Education
Bachelor of Science - Nursing
University of Maryland School of Nursing
Bachelor of Arts - Biology
Notre Dame of Maryland University
Skills
- Healthcare Management
- Operations management
- Customer service
- Data Analysis
- Team Development & Growth
- Sales Management
- Strategic Planning
- Team Leadership
- P&L Management
- Standard Operating Procedures (SOPs)
- Quality Assurance
- KPI & Metrics Reporting
- Innovative Problem Solving
Timeline
Operations Manager
PsychTMS
07.2024 - Current
Assistant & Interim Center Director
Octapharma Plasma
06.2021 - 06.2023
Patient Counselor & Ophthalmic Technician
Patient Counselor & Ophthalmic Technician
01.2018 - 01.2020
Assistant Center Director & Interim Center Director
The Lasik Vision Institute
01.2013 - 01.2021
Patient Care Coordinator
Patient Care Coordinator
01.2013 - 01.2018
Bachelor of Arts - Biology
Notre Dame of Maryland University
Bachelor of Science - Nursing
University of Maryland School of Nursing