Experience

The Ravens Group, Inc.

• United States
• Business Consulting and Services
• 1 - 100 Employee

• Director of Operations

  • May 2009 - Present

  Personally recruited by the President/CEO to implement first-ever US Army Healthcare Hospitality program at Walter Reed Army Medical Center (WRAMC) with focus on improving patient and visitor satisfaction. Within two years, patient satisfaction for WRAMC moved from last to first place in Army Medicine. Over past 10 years, have overseen cradle-to-grave cycle for over 50 federal contracts, to include concept and proposal development, service implementation and delivery, and contract closeout. • Lead sales and quality meetings with top government officials including members of Congress, military leadership, and civilian government executives • Built team relationships and networks to best support both corporate and client initiatives, to include assessing tools for information sharing and quality management • Participated in ISO 9001 certification, creating standard operating procedures and overseeing implementation • Responsible for direct oversight of team of 7 Contract/Project Managers with combined teams of over 350 contract employees in 32 states and 3 countries; duties include defining position requirements, interviewing, hiring and disciplinary actions, performance assessments and counseling • Developed major process improvement initiatives for clients within Department of Defense, Department of Veterans Affairs, Federal Emergency Management Agency, and National Institutes of Health encompassing human resources, logistics, intelligence, training, administrative support, acquisitions, IT support, and operations. • Spearheaded peer support program in collaboration with New England Center and Home for Veterans to help prevent and reduce homelessness among Veterans. • Implemented visitor safety and satisfaction initiative at Arlington National Cemetery, including staffing, training, logistics, and security. • Directed departmental budget in excess of $50 million. Show less



Avascend Healthcare Hospitality

• Hospitality
• 1 - 100 Employee

• Director, Healthcare Operations

  • Feb 2005 - Apr 2009

  Was recruited by the CEO and Vice President of Operations to develop training and compliance program for hospitality crew unfamiliar with healthcare environments. Transitioned to become Director of Operations for 75 client hospitals with over 700 employees in the Western United States, from Missouri to Alaska. During tenure, customer satisfaction scores increased by 25%. • Conducted sales and quality meetings with top hospital executives and department leaders with a focus on patient throughput and satisfaction • Built relationships with community and commercial healthcare leaders to identify areas for growth and improvement • Developed customized quality plans, and conducted on-site assessments and audits • Oversaw service implementations, coordinating resources and logistics between software vendors, suppliers, and clients • Implemented “Avascend Gives” program, to promote employee engagement in community service • Created workplace safety program, resulting in 30% reduction in workplace injuries • Responsible for oversight of $3 million operating budget • Established key performance indicators (KPIs) to assess productivity and customer satisfaction • Provided employee and leadership training, coaching, and recognition or corrective feedback • Conducted personnel performance assessments, established priorities, and ensured adhered to standard operating procedures and company/client policies Show less



Wright Career College

• United States
• Education Administration Programs
• 100 - 200 Employee

• Lead Medical Instructor

  • Sep 2001 - Feb 2005

  Led effort to transition academic format from a “flex-paced” to “lecture/lab” format. Within 6 months, had successfully selected course materials, developed syllabi and lesson plans, and created class schedules for allied health programs. Within 3 years, post-graduation employment rate increased by 50%. • Taught lecture classes for anatomy & physiology, medical terminology, and pharmacology • Secured off-site externship assignments for graduating students through collaboration with community physician practices and hospitals • Responsible for management of all allied health educators, with 7 staff members instructing 170 students in day and evening programs • Added programs in surgical technology, medical billing & coding, and pharmacology technician • Served as school nurse for medical emergencies Show less