VERONICA AVILA
Fargo,ND
Summary
Progressive healthcare leader with a proven track record of driving change in senior positions. Recognized for leading innovative improvements in patient/client care, streamlining operations, and championing strategic endeavors that not only enhance organizational effectiveness but set ambitious objectives. Committed to cultivating an emotionally intelligent environment that nurtures talent retention and sustains a healthy work culture.
Overview
17
17
years of professional experience
Work History
Director of Operations
Retina Consultants
01.2023 - Current
- Developed comprehensive policies and procedures to establish clear structure and expectations, leading to increased colleague accountability and support
- Cultivated emotionally intelligent leadership approach through tailored development programs and training initiatives, fostering stronger workplace relationships
- Restructured multiple departments to promote succession planning, facilitating identification and development of future leaders while enhancing departmental efficiencies
- Implemented change management processes, integrating a project management platform to enhance colleague engagement and provide a measurable framework for outcomes tracking
- Spearheaded implementation of a comprehensive Profit and Loss statement, resulting in 21% increase in patient appointments and 20% rise in revenue compared to previous year
- Formulated realistic and aligned key performance indicators (KPIs) to drive organizational goals and objectives effectively
- Enhanced and streamlined existing training protocols to align with industry best practices, optimizing colleague skill development
- Facilitated cross-functional collaboration to improve decision-making processes, reducing departmental silos and fostering strategic planning skills within the leadership team.
Director of Operations/ Quality Assurance Project Manager
Intermountain Deaconess
12.2021 - 10.2023
- Overhauled Continuous Quality Improvement processes, resulting in 32% improvement in note timeliness and 27% increase in treatment plan completion
- Implemented an upgraded internal auditing process, rectifying deficiencies and attaining favorable external audit outcomes from regulatory agencies
- Developed digital marketing materials and crafted key messaging to enhance community education efforts
- Orchestrated ramp-up plans for multiple programs and devised business strategies for new service expansions, broadening the organization's referral network and enhancing access to care across various communities in Montana
- Played a pivotal role in managing grant projects, leading to streamlined tracking, heightened accountability across departments, and judicious utilization of grant funds to achieve realistic outcomes.
Business Development Manager
Groups Recover Together
07.2020 - 11.2021
- Spearheaded substantial census growth in the territory by cultivating, nurturing, and expanding a strong community network and referral pipeline
- Managed a meticulously organized servicing schedule, skillfully allocating time between nurturing existing referral partners and pursuing new business development opportunities
- Oversaw seamless go-live transitions in new site territories, guaranteeing attainment of projected census growth objectives
- Participated in and hosted presentations at local and regional conferences and events, augmenting community awareness of organization's services
- Worked closely with internal stakeholders, including market-level operational lead and clinical director, to formulate and implement strategies aimed at bolstering overall network expansion efforts.
Site Director
Therapeutic Alliance
05.2019 - 07.2020
- Implemented and standardized processes to streamline workflow, resulting in enhanced efficiency and minimized operational bottlenecks
- Drove significant business growth, resulting in a 56% increase in billable hours through the implementation of strategic initiatives and workflow optimizations, ultimately enhancing the organization's profit margin
- Oversaw multiple sites, managing a team of over 80 Behavioral Therapists, Clinicians, Clinical Supervisors, and Field Assistants
- Spearheaded initiatives to improve clinical outcomes by revamping new hire training, refining client assignment procedures, and conducting ongoing audits for compliance maintenance
- Developed new leadership roles, crafted job descriptions, provided comprehensive training, and established overarching goals to guide these roles towards maturity
- Educated organizations, schools, and healthcare professionals on Therapeutic Alliance's business model and services, fostering increased community support, referral opportunities, and business expansion.
Location Manager
Rotech
04.2017 - 05.2019
- Planned and executed successful quality improvement initiatives, ensuring compliance with JCAHO (Joint Commission on Accreditation of Healthcare Organizations) standards
- Partnered with referral sources to educate them about Rotech's services, leading to increased long-term business growth and referral opportunities
- Leveraged and continually updated advanced knowledge of Medicare, Medicaid, and insurance regulations to ensure proper billing and compliance
- Evaluated workflow and implemented changes that maximized productivity, improved efficiency, and increased accuracy in daily operations
- Drove improvement in services by facilitating daily meetings with colleagues and conducting quarterly audits to maintain high-quality standards.
Operations Manager
Alignment Healthcare
04.2015 - 04.2017
- Worked closely with a multidisciplinary team to develop comprehensive policies and procedures for care centers in Wake County region, ensuring standardization and consistency in patient care delivery
- Spearheaded development and implementation of processes that improved workflow, leading to enhanced overall clinical outcomes and patient satisfaction
- Delivered numerous improvements, including elimination of gaps in patient care and unnecessary expenditures, resulting in improved operational efficiency
- Conducted community outreach initiatives to educate patients and providers on Alignment's business model and services, fostering stronger relationships and increased patient engagement.
Assistant Center Operations Director
Concentra Urgent Care
10.2006 - 06.2015
- Reduced wait times and streamlined front office procedures, resulting in increased patient satisfaction
- Introduced timekeeping solutions and communication boards to improve workflow efficiency
- Implemented time-saving measures, reducing average check-in times
- Supported the implementation of a patient-centric culture through coaching and training
- Oversaw supply chain functions to verify inventory levels and budget adherence.
Education
Bachelor of Science - Healthcare Science
Kaplan University
Davenport, IA01.2015
Associate in Medical Specialties -
Stevens Henager College
Murray, UT01.2008
Skills
- Data Analysis & Reporting
- Policy/Procedure Development
- Operational Realignment
- Emotionally Intelligent Leadership Development
- Management of multi-million-dollar Profit and Loss (P&L) statements
- Strategic Planning & Execution
- Political Savvy/Conflict Resolution
- Developing Key Performance Indicators
Timeline
Director of Operations
Retina Consultants
01.2023 - Current
Director of Operations/ Quality Assurance Project Manager
Intermountain Deaconess
12.2021 - 10.2023
Business Development Manager
Groups Recover Together
07.2020 - 11.2021
Site Director
Therapeutic Alliance
05.2019 - 07.2020
Location Manager
Rotech
04.2017 - 05.2019
Operations Manager
Alignment Healthcare
04.2015 - 04.2017
Assistant Center Operations Director
Concentra Urgent Care
10.2006 - 06.2015
Bachelor of Science - Healthcare Science
Kaplan University
Associate in Medical Specialties -
Stevens Henager College
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