When the pandemic hit, I developed a virtual consultation process that was implemented across 100 locations, allowing us to serve 25,000 additional patients and retain 50% of our workforce. I later applied the same program for a smaller LASIK organization while consulting with the CEO on business improvements.

When I was promoted to Sr. Regional Director at Proud Moments, I identified a key opportunity to centralize client intake, relieving local centers of this task. I developed a small call center, customized HubSpot (CRM), and created scalable training materials. This led to a cultural shift, improved team productivity, and faster client onboarding, delivering significant results within weeks of launching the pilot.

As Regional Director of Operations, I led an initiative to standardize operations across 120 locations. I assembled a committee to develop an operational playbook, outlining mission, values, and objectives for each center, position, and brand. After supporting regional implementation, we saw a 10% decrease in turnover in 12 weeks and a 25% decrease over six months.

I implemented a revenue improvement plan that uncovered $1M in outstanding accounts receivable and successfully recovered over 80% of that revenue. By optimizing workflows—aligning EMR with payer regulations, cleaning up co-signing processes, improving provider credentialing, and streamlining the reporting structure for key revenue cycle metrics (DSO, 90+ A/R, Bad Debt, Denial %, First Pass %, and FUQ Age)—we were able to significantly enhance financial performance and streamline operations.