• Led Agency Management System (AMS) implementation projects, providing strategic direction and ensuring successful execution and user adoption.
• Collaborated with RCM and Operations teams to identify and document root causes of billing discrepancies, improving revenue cycle outcomes.
• Developed comprehensive program plans in partnership with IT program leadership, including timelines, budgets, resource allocation, and risk management strategies.
• Partnered with M&A to ensure successful transitions of business divestitures and acquisitions.
• Managed a team of Operation Support Specialists and Trainers.
• Developed a comprehensive onboarding and training program that successfully onboarded 250 new administrative employees in the first half of 2024.
• Facilitated KPI oversight and management, including the development and delivery of internal reporting packages to management.
• Collaborated with other departments across the enterprise to support effective field operations and achieve growth targets.

• Led consolidation of 40 office locations down to 22 within 6 months, streamlining operations and reducing overhead.
• Oversaw operational expense (OPEX) reduction initiatives, driving cost savings and efficiency.
• Directed cross-functional business process improvement projects to enhance workflow and scalability.
• Partnered with market leadership and finance teams to manage P&L, aligning financial strategy with business goals.

• Collaborated with Market Leaders to develop an Operations Improvement Strategy focused on growth in client and caregiver census and increasing branch-level efficiency.
• Led successful implementation projects for MatrixCare, Docebo, and SendHub across 20 offices with 3,000+ field and admin employees.
• Directed a Referral/Intake process improvement project in the IL Market, resulting in a 4.2% increase in client census in one quarter (13 weeks).
• Analyzed current processes to identify inefficiencies and made data-driven future state recommendations aligned with company strategies.
• Drove continuous improvement and innovation across the enterprise.
• Monitored and tracked KPIs related to process improvement projects.
• Supported data migration, change management, training, and implementation activities post-acquisitions.
• Collaborated with M&A on training and integration.

• Developed and executed onboarding and training for new employees in Indiana.
• Reconfigured hiring processes and updated company policies to align with COVID-19 safety protocols.
• Monitored Federal and State requirements to ensure compliance standards were enforced at the branch level through documentation audits and mock surveys.
• Supported branch leaders on contact tracing as a COVID-19 Pandemic Task Force Member.

• Responsible for recruiting, hiring, and training Direct Support staff.
• Managed client and employee schedules.
• Addressed client/employee concerns.
• Managed referral and client intake processes.
• Monitored and tracked KPIs to ensure monthly targets were met.