Hi, I’m
SARAH CLEGG UTTERBACK
Program & Operations Executive
Christiana,TN
The price of anything is the amount of life you exchange for it.
Henry David Thoreau
Summary
Performance-driven Executive Leader with more than twenty-one (21) years of experience aligning systems with business requirements, policies, and regulatory requirements. Passionate about applying excellent organization and communication skills to manage and lead teams. Results-oriented individual well-versed in interfacing and consulting on business processes to drive results based on sound overall business judgment.
Overview
22
years of professional experience
Skills
- Quantifiable Revenue Increases
- Strategic Initiatives & Business Process Re-Engineering
- Agile and Waterfall Methodologies
- Project & Program Management
- Implementation Management
- Process Improvement Strategies
- Policy and Procedure Implementation
- Operations Oversight & Business Planning
- Performance Monitoring and Evaluation
- Budgeting and Cost Containment
- Health Information Policy and Procedure Development
- Customer Relationship Management
- Business Strategy Development
- Continuous Improvement Strategies
- Key Performance Indicators (KPI)
- Microsoft Office Suite Expertise
- Salesforce Classic & Lightning Administrator
- FinancialForce Administrator
- Ringcentral Administrator
Work History
UTTERBACK DISTRIBUTION INCChristiana, TN
Chief Executive Officer
2023.02 - Current (2 education.years_Label & 6 education.months_Label)
Job overview
- Developed key operational initiatives to drive and maintain substantial business growth.
- Directed market expansions to propel business forward, meet changing customer needs.
- Negotiated terms of business acquisitions to increase business base and solidify market presence.
- Identified new revenue generation opportunities to maximize bottom-line profitability.
VUEPOINT DIAGNOSTICS, LLC
Director of Operations
02.2022 - 11.2022
Job overview
- Developed and enhanced the program design, infrastructure, technology, process documentation, and resourcing for a startup mobile screening program within the organization, as well as overarching policies and procedures, technology, and security for the entire organization
- Increased billable services by 45% over prior year with only an 11% increase in staffing
- Selection and implementation of a zero-cost travel and expense booking application to manage large travel expenditure, with employee rewards program for organizational cost saving, ultimately reducing travel spend by approximately $20k monthly
- Designed and documented process maps and instructional documentation including but not limited to call center talk tracks, remote work policies, communication policies, standard operating procedures, and work instructions, to drive higher efficiency and efficacy
- Designing, building, and implementing a $250k custom patient management and scheduling software to support contact center and mobile screening services workflows
- Redesigning organizational structure, role descriptions and pay scales to enhance recruiting and build an engaged community of central and mobile teammates and improve retention rates by 90%
- Identified key performance indicators and developed reporting dashboards to provide real-time, actionable metrics impacting operational excellence; as well as individual performance dashboards to enhance employee engagement and goal attainment.
- Developed and updated policies and procedures, maintaining compliance with statutory, regulatory and local, state and federal guidelines relating to HIPAA, benefits administration and general liability.
THE CRANEWARE GROUPDeerfield Beach, FL
Manager of Project Management
07.2016 - 02.2022
Job overview
- Served as Manager of Project Management for Implementation Services Department responsible for leading an entirely remote workforce of fourteen to sixteen Project Managers
- Managed all aspects of delivery of all platform software including hospital supply chain, pharmacy charge and ordering, financial analytics, internal infrastructure, and process implementations
- Developed and monitored key performance indicators, capacity planning, and communication standards for project management to ensure consistent client experience
- Additionally, responsible for strategic planning and process design of internal project management process and organizational restructuring of project management role
- Developed proactive project go-live planning reviews, project audits and project quality-based incentive plan to promote project quality and on time/on budget implementations which resulted in reduction of client escalations by 20% and reduction of average project duration from 300 days to 100 days (kickoff to go-live)
- Designed new PM onboarding processes which produced productive staff in 75% less time; recruits were managing client facing projects in 30 days as opposed to 4 months under prior administration
- Developed organizational and Project Manager org and role redesign to align implementation resources with skills and expertise, allowing for a more robust Project Management experience for clients
NAVIHEALTH, INCBrentwood, TN
Director Health Services Connections
10.2014 - 07.2016
Job overview
- Directed non-clinical operations of a 60-member, partially remote administrative communications center responsible for initiating the clinical process as well as validating data integrity of the clinical systems
- Selected as a core team member and subject matter expert for multiple enterprise-wide process improvement and operational design efficiency projects
- Designed and lead a quarterly departmental review committee for all policies, standard operating procedures, accountability measures, metrics and analytics ensuring documented operational guidelines remained current and relevant
- Developed and implemented productivity standards, operational procedures and quality standards for all roles within an administrative support center and served as productivity metric SME for enterprise
- Defined an incentive program for “remote work qualification” in conjunction with quality and productivity standards to provide the opportunity for high performing individuals to work remotely up to 60% of scheduled time per week
- Implemented departmental engagement plan including mandatory on-site monthly Town Hall meetings, a peer elected “engagement committee”, a peer recognition board and reward program, and biweekly 1:1 meetings with leadership to ensure consistent communication and interaction between centralized and remote associates.
THE CRANEWARE GROUPBrentwood, TN
Implementation Manager / Project Manager
09.2013 - 08.2014
Job overview
- Coordinated and managed the implementation of proprietary software as a service for between 8-12 small to medium sized hospital clients simultaneously while directly supervising a team of partially remote implementation specialists
- Additionally, selected by CEO and COO as Project Coordinator and interim department head for newly created client-centric service department
- Managed and supervised a team of five Implementation Specialists responsible for data loading and coordination with development team and data extract specialists
- Administrated a new project coordination tool for Implementation team and training staff on effective usage to improve communication and project status
- Monitored contracts and service level agreements to identify potential risks and implement mitigation actions to protect development process from unforeseen delays and costs.
FOUNDATIONS RECOVERY NETWORKBrentwood, TN
National Admission Center Manager
10.2011 - 07.2013
Job overview
- Implemented complete operational redesign and significant culture shift of a 48-member call center from a service to a sales focused environment; organizing selection committees, developing project plan, scope and business requirements documents, implementation and training for new systems
- Analyzed business needs and identified cost-neutral technology and software solutions that increased overall departmental productivity and efficiency, resulting in more targeted training for staff performance improvement
- Developed criteria for content of custom CRM software enhancement project; new application efficiencies resulted in an increase from 80% to 93% accuracy of front end revenue predictions and allowed staff higher level of productivity by reducing staff time spent on data entry by 5%
- Implemented new training techniques and processes which developed productive staff in 75% less time; recruits were productive and attaining bonus potential within 3 weeks as opposed to 12 weeks under prior administration
- Recruited, hired, and trained 16 highly efficient and successful new staff which on average produced 1.2% higher call to sale conversion rates than their counterparts
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
VILLAGE BEHAVIORAL HEALTHLouisville, TN
Director of Admissions
12.2010 - 09.2011
Job overview
- Recruited by facility Chief Executive Officer as a key member of operations management team to restructure and improve operations efficiency of the admissions department for a 145-bed psychiatric residential treatment facility for adolescents
- Implemented department-wide performance improvement initiative by creating a strategic outline for the department, improving referral tracking and reporting methods, and making recommendations for office technology and telecommunication system requirements to increase referral retention and census
- Identified new funding streams and negotiated ad hoc and individual case agreements for new business referrals, additionally serving to support and justify new provider enrollments
- Wrote and implemented standardized operational procedures that significantly increased client admissions
- Contributed to referral volume by building and maintaining relationships with multiple referral sources, state agencies, court personnel, managed care organizations and direct consumer families.
- Worked with clinical team to develop admission strategies in accordance with organizational goals and within clinical guidelines
UNIVERSAL HEALTH SERVICES, INC
Director of Referral Administration
07.2002 - 11.2010
Job overview
- Recruited to direct all aspects of planning, start-up, strategic development and opening of the new centralized referral coordination and processing center involving 37 company-owned child and adolescent residential behavioral health treatment centers including identifying, development and implementation of all technology and software needs for corporate and five remote departments
- Managed all aspects of the referral and coordination center start up including creating the strategic outline for the facility set up and recommendations for office technology and telecommunication system requirements
- Project business owner for a successful 18-month, $500,000 software development project by working with programmers to develop a customized, proprietary enterprise CRM for 96 behavioral health treatment facilities; new application resulted in software licensing costs savings of approximately $400,000 annually
- Served as sole subject matter expert to develop content and functionality for enterprise custom .NET database as well as writing content for the system administration and training manuals
- Developed pilot implementation plan and served as sole trainer and system administrator for newly developed enterprise .net CRM
Camelot Care CentersNashville, TN
Billing Clerk
10.2001 - 07.2002
Education
Carson-Newman UniversityJefferson City, TN
Bachelor of Arts from Music
07.2001
Availability
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Timeline
Chief Executive Officer
UTTERBACK DISTRIBUTION INC
2023.02 - Current (2 education.years_Label & 6 education.months_Label)
Director of Operations
VUEPOINT DIAGNOSTICS, LLC
02.2022 - 11.2022
Manager of Project Management
THE CRANEWARE GROUP
07.2016 - 02.2022
Director Health Services Connections
NAVIHEALTH, INC
10.2014 - 07.2016
Implementation Manager / Project Manager
THE CRANEWARE GROUP
09.2013 - 08.2014
National Admission Center Manager
FOUNDATIONS RECOVERY NETWORK
10.2011 - 07.2013
Director of Admissions
VILLAGE BEHAVIORAL HEALTH
12.2010 - 09.2011
Director of Referral Administration
UNIVERSAL HEALTH SERVICES, INC
07.2002 - 11.2010
Billing Clerk
Camelot Care Centers
10.2001 - 07.2002
Carson-Newman University
Bachelor of Arts from Music
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