Serena Rivera
Austin,TX
Summary
Dynamic and results-driven Regional Operations Director with extensive experience overseeing multi-location operations, including 8 Urgent Care facilities across multiple states. Proven expertise in leadership development, team engagement, and operational excellence, with a focus on improving processes, achieving profitability, and driving growth. Skilled in P&L management, staff development, and community outreach, with a strong ability to cultivate a positive organizational culture that exceeds both client and associate expectations. Adept at managing complex projects, including DeNovo hospital openings, while ensuring compliance with regulatory standards and promoting high-quality care. Highly effective in building strong relationships with external partners and leading teams to deliver exceptional service across all levels. Demonstrated success in achieving the highest Associate Engagement Scores and maintaining operational continuity even during staffing challenges.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Regional Operations Director
VCA Urgent Care
Austin, TX
02.2024 - Current
- Multisite Operations Management: Supervised 8 Urgent Care locations across multiple cities and state lines, ensuring consistency in performance and quality.
- Leadership & Team Engagement: Fostered a culture of accountability, engagement, and work-life balance; achieved highest Associate Engagement Score in the MARS organization.
- Process Improvement & Data-Driven Decision Making: Implemented tracking systems to identify patterns and improve operational efficiency, including regulatory compliance across jurisdictions.
- Business Development & Brand Growth: Opened 23 Urgent Care centers in partnership with the DeNovo team and enhanced brand visibility through local collaborations.
- Client & Associate Experience: Promoted exceptional service by maintaining consistent communication with hospitals and creating impactful training materials for associates. Upheld operational guidelines to consistently achieve top-tier NPS and medical quality metrics.
- Strategic Recruitment & Workforce Management: Recruited qualified veterinarians and ensured uninterrupted service through effective relief coverage management.
- Training & Development: Delivered leadership training on managing COGS and T&E, and held regular one-on-one meetings for engagement and performance.
- Community & Partnership Engagement: Designed community-focused projects and established partnerships to raise local awareness and drive business development.
Hospital Director
VCA Urgent Care
Pflugerville, TX
05.2023 - 02.2024
- Opened & Managed Operations: Successfully launched and operated 4 Urgent Care facilities in the Austin market, expanding the model to additional U.S. markets.
- Marketing & Community Engagement: Developed and executed targeted marketing plans for Austin and San Antonio, driving brand awareness and enhancing community outreach.
- Leadership & Training: Trained Hospital Directors for both new and existing Urgent Care centers, creating standardized training guides to ensure consistent execution of the Urgent Care model.
- Operational Efficiency: Designed marketing and training processes to improve community awareness, streamline hospital operations, and support future facility openings.
- Staffing & Coverage: Managed staffing schedules and maintained relationships with relief vets to ensure consistent staffing and facility coverage.
- Facility Operations & Compliance: Collaborated with leadership and sub-contractors to resolve operational challenges, maintain facility standards, and ensure compliance with regulatory guidelines.
Assistant Manager
Banfield Pet Hospital
Austin, TX
02.2020 - 04.2023
- P&L Management & Business Growth: Maintained the hospital’s P&L to meet target goals, presented business reviews with actionable growth plans, and communicated regularly with leadership on hospital standing and needs.
- Staff Management & Training: Created staff and doctor schedules, addressed staff concerns, ensured all team members were up to date with training materials, and assisted with new hire training.
- Client Relations & Care: Delivered exceptional care to 20+ pets daily, addressed client complaints, and effectively communicated treatment plans and follow-up care with clients and doctors.
- Clinical Support & Patient Monitoring: Performed blood draws, IV catheter placements, and assisted in anesthetic procedures, while continuously monitoring patient vitals during surgeries.
- Inventory & Operational Efficiency: Managed weekly inventory counts, ordered medical supplies, reviewed PPE usage, and maintained pharmacy organization, including documentation of expired medications.
- Administrative & Communication Support: Handled client communications (calls, appointment confirmations, medication refills), ensured smooth patient check-ins, and supported team engagement through daily huddles and shift management.
Workforce Support Specialist
Fresenius Health Partners
Austin, TX
07.2018 - 02.2020
- Documentation & Workflow Management: Uploaded incoming documentation for staff, ensuring they had the necessary resources to follow through with requests.
- Scheduling & Real-Time Monitoring: Managed NICE IEX for schedule updates and real-time adherence, adjusting schedules as needed to meet business demands.
- Transportation & Operational Efficiency: Monitored Transportation Platforms to address any failures, ensuring smooth operations.
- Time-Off Approval & Staffing: Approved/denied Paid Time Off based on business needs, maintaining staffing levels and operational efficiency.
Education
High School Diploma -
Amarillo High School
Amarillo, Texas05.2015
Skills
- Proficient in Microsoft Office
- Effective Communication Skills
- Effective People Leader
- Project Management
- Policy/program development
- Cross-functional team leadership
- Professionalism
- Reliability
- Time management abilities
- Cultural Awareness
- Collaboration
- Workflow Improvement Strategies
- Training and Development
- Client & Community Engagement
- Marketing & Outreach
- Operational Support & Troubleshooting
- Compliance & Regulatory Management
Certification
- Crucial Conversation Certified
References
References available upon request.
Timeline
Regional Operations Director
VCA Urgent Care
02.2024 - Current
Hospital Director
VCA Urgent Care
05.2023 - 02.2024
Assistant Manager
Banfield Pet Hospital
02.2020 - 04.2023
Workforce Support Specialist
Fresenius Health Partners
07.2018 - 02.2020
High School Diploma -
Amarillo High School
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