Roxanne Kellenberger

Oversee operations strategy and execution for over 300 urgent care clinics across multiple states driving performance quality compliance culture and growth
• Partner with CEO COO and senior leadership collaborate with HR IT Analytics Facilities Marketing Business Development and Clinical leadership to align strategic priorities optimize operations and ensure readiness for scaling
• Co-own budgets manage P&L and monitor R&M costs maintain facilities standards and direct capital planning for clinic upgrades and renovations
• Develop and maintain operational frameworks including onboarding guide Occupational Medicine manual Pre-Op program playbooks best practice workflows to ensure consistency and compliance across sites
• Lead integration of 30+ acquired clinics manage merger alignment with HCA build grassroots marketing tracking system to find event gaps and partnership opportunities
• Create real-time dashboards to monitor provider utilization staffing patient volume and profitability coach leaders to translate data into action
• Implement rounding schedules and center manager checklists to standardize audits improve compliance and operational efficiency
• Use ComplyOS for compliance tracking HealthStream for annual training and testing including OSHA safety and harassment requirements drive accreditation readiness and quality programs
• Design employee engagement programs reduce turnover through recognition initiatives surveys task forces cross-training programs that build leadership capacity
• Lead patient experience initiatives improve NPS and online review scores using AIDET Beat the Greet Share the Love QR code review campaigns
• Optimize telephony scheduling and inventory workflows partner with IT to reduce missed calls and wait times significantly
• Oversee safety risk programs deliver fire drills code training calibration programs clinic dispensing and ensure clinic safety and readiness

Managed daily operations across 60+ clinics and 450+ employees balancing demand resources compliance cost and growth
• Managed operating budget and P&L for multi-clinic portfolio forecast staffing needs reduce overtime costs improve provider availability during high volume periods
• Collaborated with Facilities team to scope R&M projects stay within budget allocate capital dollars for renovations improvements and equipment upgrades
• Standardized onboarding with detailed checklists role-based training modules improve speed to fully functional performance for new staff
• Introduced morning huddle cards to synchronize clinic managers front line staff target KPIs and boost accountability communication and morale
• Worked with Marketing to deploy seasonal campaigns flu back-to-school ensure clinics equipped with branded collateral signage and planograms
• Served as escalation for complex patient issues resolve complaints coach managers in service recovery best practices

Directed operations for multiple high-volume clinics averaging 75+ patient visits per day ensuring quality satisfaction compliance and team performance
• Managed staffing scheduling and inventory to meet patient demand maintain cost controls and efficient clinic workflows
• Led preparedness for AHCA and UCA audits develop documentation staff drills and compliance protocols ensure successful inspections
• Trained clinical and non-clinical staff on service excellence use AIDET communication frameworks to improve patient satisfaction scores
• Mentored over ten clinic managers build consistency in leadership methods improve retention and performance across sites
• Collaborated with Facilities and vendors to maintain building standards address repairs proactively and support clinic upgrade projects
• Partnered with clinical leadership to launch new service lines improve operational access and support occupational medicine offerings

• Oversaw office inventory activities by ordering and requisitions and stocking and shipment receiving.
• Oversaw appointment scheduling and itinerary coordination for both clients and personnel.
• Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
• Resolved issues through active listening and open-ended questioning, escalating major problems to manager.
• Provided backup to front desk to step in to assist with various tasks whenever employee was absent or at lunch.
• Delegated tasks to administrative support staff to organize and improve office efficiency.
• Kept high average of performance evaluations.