Rachael E. Sprague
North Smithfield,RI
Summary
Highly skilled and enthusiastic professional with more than 20 years of experience managing operations in patient-centric Veterinary Hospitals. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service. Plan and implement strategies for developing improved efficiency with. patient care and creating cultures. of trust within fractured teams. Proven problem solver and excellent communicator. Strong organizational skills, superb understanding of data collection and performance metrics. Recognized for staff development leading to high performing teams.
Overview
25
25
years of professional experience
1
1
Certificate
Work History
Director of Clinical Operations-Watertown
Bond Vet
01.2023 - Current
- Provided leadership, delegation, and exceptional medical service in high-pressure situations.
- Assisted in medical examinations, treatments and procedures for diverse conditions and patient populations.
- Maintained operational organization by ensuring equipment functionality, inventory levels and employee medical training.
- Engaged with prospective customers to qualify product fit via multiple channels.
- Coordinated business and financial health reviews to discuss business performance and new opportunities and provide benchmarking data and insights.
- Fostered positive, proactive and professional relationships to achieve short- and long-term business goals.
- Identified workflow inefficiencies to formulate and implement operational improvements at network level.
- Developed and executed performance management programs to increase employee engagement and productivity.
- Provided coaching and mentoring to employees.
- Opened and improved single location EBIDTA from -40% during opening month (February 2023) to 6% in June 2023 along with increasing by 0.5-1.0% each month, closing September at 8.4% EBIDTA
- Market growth from 2 hospital to 6 hospitals within 4 months.
- Supporting additional location leadership teams to create inventory processes, work flow efficiencies, marketing and client experience improvement to support closing the gap between not-profitable/profitable.
- Boston market growth from -67% EBIDTA to 4% within 5 months.
- Oversaw day-to-day production activities in accordance with business objectives.
- Developed systems and procedures to improve operational quality and team efficiency.
- Collaborated with senior management to develop and execute long-term corporate goals and objectives.
- Mentored and coached team members to foster productive and engaging work environment.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
Hospital Manager
Bluepearl Pet Hospital, Boston Market
04.2021 - 12.2022
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Held annual and quarterly strategic planning meetings to obtain market partnership and strength of regional market
- Oversaw and was responsible for the proper execution of a full hospital, 3-million dollar renovation while keeping community and associate communication highest priority in order to ensure the hospital remained open 24/7/365.
- Worked with Assistant Practice Manager (APM) to create clear inventory process to ensure QOH was appropriate
- View the hospital as a sum of the whole. Each department was run as separate entities, including Revenue goals, payroll, cogs,standard operating process to increase efficiency without sacrificing patient care or the client experience.
- Created and oversaw bi-weekly and monthly hospital metrics including para & clinician labor plans and net effects for both para and clinician labor.
- Created long term plan to ensure each department along with the emergency department remained open 24/7/365 throughout the pandemic.
- Worked closely with our Assistant Practice Manager to ensure all equipment maintenance and repairs and coordinated variety of services such as waste removal and pest control.
- Reviewed work procedures and operational problems to determine ways to improve service, performance and safety.
- Organized and directed worker training programs to resolve personnel problems, hire new staff and evaluate employee performance.
- Evaluated patient care and initiated procedural changes for increased benefit.
- Directed, supervised and evaluated work activities of 187- member medical, nursing, technical, clerical and maintenance team.
- Created annual goals, objectives and budgets to reduce overall facility costs 23%.
- Created annual goals, objectives and budgets to reduce payroll from 27% to 16%.
- Increased active revenue from $14,000,000 annual revenue to $19,000,000 annual revenue despite two of our highest producing clinicians totaling a potential loss of production of $7,000,000 with the retirement of both clinicians.
- Able to continue develop a plan to obtain immense growth despite not replacing either clinician by aggressively deep diving each department and the efficiency of every aspect of department P&L statements and creating aggressive but obtainable goals for each department to increase their efficacy hoping to close the gap the two clinicians produced.
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Developed policies and procedures for effective pharmacy management.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Monitored and inspected staff processes to eliminate hazards posed for both residents and staff while ensuring continuous compliance with regulations.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Spearheaded and implemented new projects to expand scope of engagement of associates and reach within the community.
- Reviewed work procedures and operational problems to determine ways to improve service, performance and safety
- Established and maintained effective communication with staff, physicians and community organizations to promote high quality patient care
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility
Senior Leadership Team
Dedham & Buzzards Bay Veterianry Assocaites & BVS
03.2012 - 01.2020
- Responsible for overseeing day to day operations, marketing, inventory, staffing, and client experience with 3 hospitals
- Managed daily opposition over multiple sites totaling 17 Doctors total, 94 para staff
- Working closely with the medical director to ensure all support staff and team leaders are following written and proven protocols
- Overseeing and managing daily, weekly and monthly production metrics, identifying trends and building quarterly plans based off the data and fail-safe to help booths over
- Managing profits and losses, accounts receivable and payroll to ensure each location has maximum profitability while actively working on ever improving each area
- Overseeing, developing and executing customer relations protocols and standards of care
- Creating a team schedule that is payroll % beneficial while keeping the hospital appropriately staffed
- Overseeing and successfully resolving team member and client conflicts or concerns
- Interviewing and setting up onboarding for all potential employees along with termination of employment process if needed
- Developed a successful internship program with local veterinary technician school
- Assessing inventory true need vs
- Actual and working on decreasing products on te shelf without interrupting the flow of hospital service team members or clients
- Created and implemented OSHA approved safety manual, PPE training
- Create and execute all marketing efforts, including social media, Google reviews, print and the customer experience for two general practice hospitals and one specialty surgical division
- Overseeing all community events from first contact until event visitor follow-up
- Evaluating and performing quarterly team member check-in and annual performance reviews
- Provided leadership, delegation, and exceptional medical service in high-pressure situations.
Riding Instructor, Youth Group Leader
Anne Benson Stables
01.2004 - Current
- Responsible for developing and running a nationally recognized riding program of 50 weekly riding lessons
- Scheduling and teaching riding lessons, summer camps, youth group and horse shows
- Diligently working with Universities at a national level to set up student summer internship program
- Developed and created the ABS Iron Horse Youth Group
- Work weekly with student council to assist in the weekly and monthly running of the ABS Iron Horses which includes meetings, learning content, community events and philanthropy work
- Create and oversee all marketing efforts, including social media, Google reviews and print
- Created a family atmosphere to ensure client loyalty and increase of word of mouth traffic
- Overseeing all barn community events from first contact through event visitor follow-up
- Taught proper communication and riding commands for optimal control and safety around horses
Summer Intern, Riding Instructor and Youth Group Director
Biggins Stable
01.1999 - 01.2003
- Taught proper communication and riding commands for optimal control and safety around horses.
- Supported students needing extra assistance in learning basic tenets of horseback riding with patience and deliberation.
- Diffused potentially dangerous situations between horses and students with practices instilled through experience and repetition.
- Met needs of different students by adapting teaching materials and methods.
- Supported riders' pursuit of advanced equestrian sports at the World Champion level.
- Cleaned and maintained facility with 14 horses, adhering. to veterinary visit schedule, feeding routines and cleaning practices.
- Taught 180 horseback riding lessons weekly.
- Monitored student progress and provided individualized instruction to meet student needs and goals.
- Worked closely with students and parents to increase positive feedback from parents and boost overall student success.
- Supported students in identifying, setting and achieving personal goals.
- Collaborated with colleagues to share ideas and resources to enhance student experience and success.
Youth Group Director
Anne Benson Stables
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals of. the program.
- Oversaw the guidance of each youth group member in partnership with. the American Morgan Horse Association.
- Created lesson plans for each, that supported learning horsemanship, safety, team work along with indented solution based learning, fundraising, and public speaking.
Education
Certified Veterinary Practice Manager -
Penn Foster College
Scottsdale, AZ05.2024
Bachelor of Science - Equine Science & Management
William Woods University
Fulton05.2002
Skills
- CORE QUALIFICATIONS
- Strong ability to assess hospital metrics and turning less profitable areas into profitable including KPI tracking, Profitability Strategies, Profit Improvement, Workflow Processes, Stakeholder Coordination and Accreditation Coordination
- Especially adept at prioritizing employee and customer needs and fine tuning protocols to ensure that the entire hospital runs as smooth as possible
- Familiar with Google Drive and MS Office applications, UKG, Workday, Power BI, Sisense, Vetspire and Stripe to further organize office/hospital operations
- Especially strong with conflict resolution- inter hospital or client related
- Ability to identify less motivated team members and working closely with a personal improvement plan, giving them the tools and support needed to get them back on track
- Human Resource Management including staff evaluations, incident reporting, development plans, corrective actions, recruiting, performance reviews
- Especially strong at leading support staff to be a highly driven and dedicated team
Affiliations
Veterinary Hospital Managers Association 2014-Present
United Professional Horsemen's Association 2005-Present
New England Horsemen's Association 2005- present
New England Morgan Horse Association 2005-Present
Certification
- Inventory Management Certification, Patterson. University - 2020
- Navigating Complex Situation, Patterson University, 2020
- Certified in Mental Health First Aid, Nation. Suicide Prevention/Bluepearl, 2021
- RECOVER BLS/ALS Certified, 2022
Timeline
Director of Clinical Operations-Watertown
Bond Vet
01.2023 - Current
Hospital Manager
Bluepearl Pet Hospital, Boston Market
04.2021 - 12.2022
Senior Leadership Team
Dedham & Buzzards Bay Veterianry Assocaites & BVS
03.2012 - 01.2020
Riding Instructor, Youth Group Leader
Anne Benson Stables
01.2004 - Current
Summer Intern, Riding Instructor and Youth Group Director
Biggins Stable
01.1999 - 01.2003
Youth Group Director
Anne Benson Stables
Certified Veterinary Practice Manager -
Penn Foster College
Bachelor of Science - Equine Science & Management
William Woods University
- Inventory Management Certification, Patterson. University - 2020
- Navigating Complex Situation, Patterson University, 2020
- Certified in Mental Health First Aid, Nation. Suicide Prevention/Bluepearl, 2021
- RECOVER BLS/ALS Certified, 2022
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