Rebecca McIntyre
Millbury,MA
Summary
Highly skilled and enthusiastic professional with more than 15 years of experience managing operations in patient-centric medical offices. 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.
Overview
16
16
years of professional experience
Work History
Veterinary Hospital Manager
VCA Hospitals
Lancaster, Ma
12.2023 - Current
- Managed daily operational activities to maintain compliance with veterinary industry standards and regulations.
- Managed staff scheduling, optimizing workforce efficiency to enhance patient care.
- Implemented inventory management systems, reducing supply costs through accurate tracking.
- Developed training programs for new hires, improving onboarding efficiency and team performance.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Cross-trained existing employees to maximize team agility and performance.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Achieved departmental goals by developing and executing strategic plans and performance metrics.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Managed budgets effectively, ensuring optimal financial performance while investing in necessary resources for business growth.
- P&L
- Improved customer satisfaction scores by overhauling customer service protocols and training staff in customer engagement techniques.
Office Manager
Sunderland Animal Hospital
Sunderland, MA
12.2019 - 12.2023
- Communicated corporate objectives across all divisions through regular correspondence and scheduled status updates.
- Compared vendor prices and negotiated for optimal savings.
- Handled all incoming business and client requests for information.
- Provided complete meeting support, including materials preparation and notes or minute taking.
- Improved office operations by automating client correspondence, record tracking and data communications.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Established efficient workflow processes, monitored daily productivity and implemented modifications to improve overall effectiveness of personnel and activities.
- Liaised with patients and addressed inquiries, appointment requests and billing questions.
- Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
- Aggregated and analyzed data related to administrative costs to prepare budgets.
- Oversaw office inventory activities, including ordering and requisitions.
- Handled new-hire orientation and basic recruiting tasks for best-in-class talent identification.
- Maintained computer and physical filing systems.
- Created and managed electronic patient records, encompassing data entry and administrative functions related to insurance, billing and accounts receivable.
- Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
- Received, screened and routed incoming calls.
- Updated and created new policies.
- COVID-19 training and implementing new guidelines and procedures.
- Staff engagement.
- Monthly reports.
Client Service Supervisor
Vca Inc
West Brookfield, MA
01.2018 - 12.2019
- Conferred with customers about concerns with products or services to resolve problems and drive sales.
- Educated clients on account services and resolved client inquiries regarding statement information and account balances.
- Executed and devised business development strategies to attract and acquire new clients, including content marketing, cold-calling and networking.
- Maintained accurate and current customer account data with manual forms processing and digital information updates.
- Coordinated client meetings to offer expert, individualized service, driving sales and boosting brand loyalty.
- Coordinated with operations staff to resolve service problems and boost client satisfaction.
- Maintained accurate record-keeping with proactive attention to client information updates.
- Cultivated long-lasting client relationships based on trust and solid understanding of business needs.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Managed receptionist area by greeting visitors, responding to telephone and email inquiries and providing information for in-person requests.
- Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Veterinary Technician Supervisor
Vca Inc
Springfield, MA
09.2013 - 12.2017
- Prepared surgical instrument packs and drapes for use in sterile environments by processing in autoclave under high pressure and high temperature conditions.
- Monitored health and behavior of animals by looking for urine and fecal output, completing weight checks and observing appetite during feeding.
- Evaluated incoming patients to determine treatment needs and urgency of care.
- Assisted DVM in performing basic exams and tests such as vaccinations and blood draws for all species of patients.
- Conducted preliminary patient workups including gathering patient history information, description of symptoms from owner, and documenting presenting condition.
- Cleaned and disinfected exam areas, equipment and kennels to prevent spread of disease, control odors and maintain healthy environment.
- Provided exemplary customer service to owners by answering animal health questions and educating about positive animal care practices.
- Developed and facilitated community classes to provide information for pet owners while building hospital's reputation.
- Processed new patients and updated client records with key information using Woofware.
- Interacted with clients regarding animal health, questions and concerns, education on treatment protocol and general procedures.
Office Manager
Feeding Hills Animal Hospital
Feeding Hills, MA
12.2009 - 09.2013
- Carefully selected, developed and retained qualified staff, as well as trained 1 new staff annually.
- Evaluated patient care procedural changes for effectiveness.
- Assisted in the design and execution of programs that contributed to a 50% increase in growth of the organization in the 3 years.
- Directed the installation of improved work methods and procedures to achieve agency objectives.
- Ensured the accuracy of public information and materials.
- Provided thorough supervision for day-to-day operations of facility in accordance with set policies and guidelines.
- Regularly evaluated employee performance, provided feedback and assisted, coached and disciplined staff as needed.
- Developed and managed budget and revenue expectations while actively seeking ways to eliminate or reduce expenses.
Education
High School Diploma - General
Doherty memorial High School
Worcester, MA01.2000
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Quinsigamond Community College
Worcester, MASkills
- Policy and Procedure Mo
- Vaccination protocols
- Patient care standards
- Scheduling coordination
- Performance evaluations
- Human resources
- Veterinary care
- Budget planning
- Payroll administration
- KPI tracking
- Customer service
- Teamwork and collaboration
- Time management
- Reliability
- Expense Reporting Office management
- Team Leadership Performance improvement
- Documentation and control
- Excellent multi-tasking ability
- Training and Development
- Workflow planning Scheduling
- Staff Management Organizational skills
- Account Reconciliation Clear oral/written communication
Languages
English
Professional Working
Interests
- Hiking
- Horseback Riding
- Gardening
- Volunteering
- Kayaking
- Adventure Travel
- Passionate about balancing physical health with mental and emotional wellness
Timeline
Veterinary Hospital Manager
VCA Hospitals
12.2023 - Current
Office Manager
Sunderland Animal Hospital
12.2019 - 12.2023
Client Service Supervisor
Vca Inc
01.2018 - 12.2019
Veterinary Technician Supervisor
Vca Inc
09.2013 - 12.2017
Office Manager
Feeding Hills Animal Hospital
12.2009 - 09.2013
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Quinsigamond Community College
High School Diploma - General
Doherty memorial High School