executive director of operations resume example with 20+ years of experience
JessicaClaire
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Summary
Executive Senior Living Professional with extensive senior living, CCRC and multi-site management experience. Proficient in operations of senior living operations including SNF, Assisted Living, Memory Care and Independent Living. Highly effective leader over 25 years of experience directing operations and community management. Focused on employee engagement, quality and service excellence to achieve growth objectives.
Skills
Proven leadership and management skills of a successful CEO, Regional Director and Nursing Home Administrator, to include successfully managing, leading and inspiring administrators, executive directors, management teams, department managers and professionals to exceed goals.
Strong financial operations experience to include meeting and exceeding budgets. Experience developing and implementing budgets without sacrificing services.
Proficient in written and oral communication to include public speaking, professional reports to owners, communities and corporate executives.
Expert computer skills including Excel and PowerPoint and others.
Ability to assess needs of facilities and make quick decisions, which have proven to reduce liabilities and increase customer satisfaction.
Promote safe work environment through safety awareness programs, safety games and safety bonuses.
Strong regulatory knowledge and ability to quickly learn regulations of any state. Well versed in Florida regulations and federal regulations.
Successful sales leader to include managing, training and coaching sales teams to exceed revenue and census goals, particularly in new openings and premier senior living communities.
Customer first approach to care and services which has been recognized by outstanding customer satisfaction scores.
Proficient in personnel management to include recruitment, retention, employment laws, policies and procedures.
Experience
05/2022 to 12/2022Executive Director of OperationsThe University Of Oklahoma | Norman, OK,
Developed analytical assessments to make crucial decisions on pending projects.
Conducted financial forecasting to explore strategic options and develop creative solutions to complex business issues.
Maintained productive relationships and communication channels across organization.
Increased customer satisfaction and streamlined business processes and procedures.
Reviewed, analyzed and interpreted financial statements.
Achieved 87% resident satisfaction rate throughout range of services offered.
Accomplished leader, skilled at maximizing employees skills and knowledge, to achieve highest performance goals.
Prepared financial reports, including budgeting, profit and loss and legal analysis.
Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
06/2021 to 05/2022Interim Executive DirectorFirst United Methodist Church | , CA,
Managed, Lead and Directed operations of 3 multi-level communities which included Skilled Nursing Home (Rehab), Assisted Living, Memory Care, and Independent Living. Communities ranged in census from 200-400 average daily census.
Planned and implemented strategies to grow revenue. Credited with increasing census and reducing agency from $95,000 month to $10,000 per month average in 3 months.
Organized and oversaw capital improvement projects to maintain business viability.
Defined quality metrics and KPIs by checking RFI and RFP processes.
Recruited, hired and trained employees on operations and performance expectations.
Provided organizational leadership to over 20 professionals.
Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
During this time, survey improvement from 23 deficiencies to 4 for the latest state survey
07/2018 to 05/2021Opening Operations DirectorCorry Manor | Corry, PA,
Opening operations of a Memory Care community
Hired, and onboarded 15 professional member team and implemented proven tactics for exceptional customer service and quality standards which support organizational mission.
Developed marketing strategies that promoted product branding tactics and optimized public recognition.
Supported senior leadership by accurately reporting monthly and annual budgets.
Administered financial management, reported finances to senior management and analyzed payroll, receipts and accounts payable and accounts receivable activities.
Developed policies and procedures in compliance with state regulations.
Collaborated with business partners to initiate contract for new vendors.
Lead and managed the sales team to identify business development opportunities and determine customer needs. Credited with opening community over budget.
Developed onboarding and training program.
02/2015 to 07/2018Executive Director/LNHACapstone Logistics | , SC,
Operations of a CCRC community to include a 100 bed SNF, 45 bed AL, 24 Memory care and 112 independent living community.
Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
Drove revenue up by 22% by cultivating successful management of finances and relationships with customers, leadership team and community.
Improved census from 62% of budgeted census to 91% of budgeted census in 2 years.
Developed and maintained strong business relationships between departments.
Oversaw strategic business decision-making to develop, enhance and enforce community mission.
Increased company revenue by $150,000 within first year.
Created and implemented marketing campaigns which capitalized on new media and Internet advertising opportunities.
04/2011 to 01/2015JEA SeniorSagora | , ,
Managed operations and opening of 3 communities to include, Tulsa, Oklahoma City and Kansas City.
Opened company's first community. Developed programs, lead sales, hired all staff, initiated all orientation programs. Assisted owner in all aspects of opening community.
Credited with opening, exceeding budget by 15%.
Budget management and implementation.
Built lasting relationships with customers to expand client base.
Supervised 20 employees to ensure quality standards and customer satisfaction.
Promoted positive customer service experiences by promptly resolving conflicts. Consistent resident satisfaction scores above 85% at all communities.
Implemented training initiatives to coach staff on best practices and protocols for enhanced quality and customer satisfaction.
Boosted team morale and overall revenue by creating sales contests.
03/2006 to 04/2011AdministratorOur Lady Of The Lake Regional Medical Center | Covington, LA,
Operations of a premier nursing home
Managed operations which resulted in improved quality from a 2 star to 5 star community.
Facilitated communication between departments, management and customers to resolve issues and achieve performance targets.
Monitored payroll, credit card purchases and invoicing to prevent financial errors.
Managed and lead business office to ensure accounts receivables are paid and managed customers accounts to resolve unpaid or past due accounts.
Led meetings with department heads to discuss census information, admissions and discharges for residents.
Communicated with patients with compassion while keeping medical information private.
Developed policies to align procedures with nursing home strategic initiatives and complied with statutory, regulatory, state and federal guidelines.
Initiated training and education programs for supporting healthcare staff.
Directed daily operations at facility caring for more than 115 individuals.
Supervised administrative staff of 15 professionals and leaders, delivering consistent coaching and mentoring to improve job efficiency.
02/2001 to 03/2006Regional Director of OperationsSun West Senior Living | , STATE,
Managed operations of 7 AL/IL communities in Oklahoma, Texas, Tennessee.
Hired, trained, coached talented administrators to drive new business strategies to grow revenues.
Transformed region from negative returns to 120% profit.
Implemented change management and restructuring strategies, identifying underperforming locations for focus.
Successfully developed market expansion business case for senior leadership on multi-national coordination processes, including sales and marketing, staffing, logistics and product R&D investments.
Improved individual location efficiency through effective leadership restructure.
Minimized turnover through effective training and employee engagement programs.
08/1999 to 02/2001Executive DirectorBrighton Gardens | City, STATE,
Opened Marriott Senior Living's first premier assisted living community in Oklahoma.
Credited with opening community which exceeded census and revenue resulting in awarded 2nd in region for revenue, two consecutive years.
Revitalized business plans and realigned company objectives to increase overall profits.
Cultivated positive corporate image by developing partnerships with media, business and community groups.
Built referral pipeline by remaining active with community and establishing referral networks and resources.
Shared mission of organization with public through successful community outreach, public speaking and marketing strategies.
Defined quality metrics and KPIs by checking RFI and RFP processes.
Delivered speeches, attended industry conferences and wrote articles to promote company image and engage with buyers.
Orchestrated successful team and customer events to drive engagement, satisfaction and loyalty.
Recruited, hired and trained employees on operations and performance expectations.
Executed on-time, under-budget project management
12/1989 to 08/1999Chief Operating OfficerSunshine Health, LNHA | City, STATE,
Managed operations including human resources of home health company, medical equipment and private duty company.
Delivered speeches, attended industry conferences and wrote articles to promote company image and engage with buyers.
Revitalized business plans and realigned company objectives to increase overall profits.
Reviewed, analyzed and interpreted financial statements.
Served as strategic advisor and functional expert on critical strategic and operational matters. Report to board of directors
Monitored outcome measures, program outcomes and performance improvement.
Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
Managed $1,500,000.00 budget and developed innovative financial controls tools, resulting in improved accuracy and better accountability for department heads.
Provided organizational leadership to over 150 associates.
Received exceptions state surveys in this time.
Education and Training
Expected in 12/2002 to to MBA | business administrationUniversity of Oklahoma, , GPA:
Expected in to to Bachelor of Business Administration | Healthcare AdministrationSouthern Nazarene University, , GPA: Florida LNHA, Core Trained Assisted Living Administrator, Dementia Care Practitioner
Activities and Honors
Certifications
Licensed Nursing Home Administrator
Certified Assisted Living
Skills
Proven leadership and management skills of a successful CEO, Regional Director and Nursing Home Administrator, to include successfully managing, leading and inspiring administrators, executive directors, management teams, department managers and professionals to exceed goals.
Strong financial operations experience to include meeting and exceeding budgets. Experience developing and implementing budgets without sacrificing services.
Proficient in written and oral communication to include public speaking, professional reports to owners, communities and corporate executives.
Expert computer skills including Excel and PowerPoint and others.
Ability to assess needs of facilities and make quick decisions, which have proven to reduce liabilities and increase customer satisfaction.
Promote safe work environment through safety awareness programs, safety games and safety bonuses.
Strong regulatory knowledge and ability to quickly learn regulations of any state. Well versed in Florida regulations and federal regulations.
Successful sales leader to include managing, training and coaching sales teams to exceed revenue and census goals, particularly in new openings and premier senior living communities.
Customer first approach to care and services which has been recognized by outstanding customer satisfaction scores.
Proficient in personnel management to include recruitment, retention, employment laws, policies and procedures.
Work History
05/2022 to 12/2022Executive Director of OperationsAsbury Place Maryville | Maryville, TN
Developed analytical assessments to make crucial decisions on pending projects.
Conducted financial forecasting to explore strategic options and develop creative solutions to complex business issues.
Maintained productive relationships and communication channels across organization.
Increased customer satisfaction and streamlined business processes and procedures.
Reviewed, analyzed and interpreted financial statements.
Achieved 87% resident satisfaction rate throughout range of services offered.
Accomplished leader, skilled at maximizing employees skills and knowledge, to achieve highest performance goals.
Prepared financial reports, including budgeting, profit and loss and legal analysis.
Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
06/2021 to 05/2022Interim Executive DirectorImpressive Health, Good Samaritan Society | , FL
Managed, Lead and Directed operations of 3 multi-level communities which included Skilled Nursing Home (Rehab), Assisted Living, Memory Care, and Independent Living. Communities ranged in census from 200-400 average daily census.
Planned and implemented strategies to grow revenue. Credited with increasing census and reducing agency from $95,000 month to $10,000 per month average in 3 months.
Organized and oversaw capital improvement projects to maintain business viability.
Defined quality metrics and KPIs by checking RFI and RFP processes.
Recruited, hired and trained employees on operations and performance expectations.
Provided organizational leadership to over 20 professionals.
Improved profitability by accurately maintaining P&L to meet prime fiscal responsibility.
During this time, survey improvement from 23 deficiencies to 4 for the latest state survey
07/2018 to 05/2021Opening Operations DirectorProvidence Living | Maitland, FL
Opening operations of a Memory Care community
Hired, and onboarded 15 professional member team and implemented proven tactics for exceptional customer service and quality standards which support organizational mission.
Developed marketing strategies that promoted product branding tactics and optimized public recognition.
Supported senior leadership by accurately reporting monthly and annual budgets.
Administered financial management, reported finances to senior management and analyzed payroll, receipts and accounts payable and accounts receivable activities.
Developed policies and procedures in compliance with state regulations.
Collaborated with business partners to initiate contract for new vendors.
Lead and managed the sales team to identify business development opportunities and determine customer needs. Credited with opening community over budget.
Developed onboarding and training program.
02/2015 to 07/2018Executive Director/LNHAVia Christi Village, CCRC | , OK
Operations of a CCRC community to include a 100 bed SNF, 45 bed AL, 24 Memory care and 112 independent living community.
Provided organizational leadership and collaborated with executive partners to establish long-term goals, strategies and company policies.
Drove revenue up by 22% by cultivating successful management of finances and relationships with customers, leadership team and community.
Improved census from 62% of budgeted census to 91% of budgeted census in 2 years.
Developed and maintained strong business relationships between departments.
Oversaw strategic business decision-making to develop, enhance and enforce community mission.
Increased company revenue by $150,000 within first year.
Created and implemented marketing campaigns which capitalized on new media and Internet advertising opportunities.
04/2011 to 01/2015JEA SeniorLiving, Southern Plains Memory Care Aka Cypress Springs | ,
Managed operations and opening of 3 communities to include, Tulsa, Oklahoma City and Kansas City.
Opened company's first community. Developed programs, lead sales, hired all staff, initiated all orientation programs. Assisted owner in all aspects of opening community.
Credited with opening, exceeding budget by 15%.
Budget management and implementation.
Built lasting relationships with customers to expand client base.
Supervised 20 employees to ensure quality standards and customer satisfaction.
Promoted positive customer service experiences by promptly resolving conflicts. Consistent resident satisfaction scores above 85% at all communities.
Implemented training initiatives to coach staff on best practices and protocols for enhanced quality and customer satisfaction.
Boosted team morale and overall revenue by creating sales contests.
03/2006 to 04/2011AdministratorOdyssey | Tulsa, OK
Operations of a premier nursing home
Managed operations which resulted in improved quality from a 2 star to 5 star community.
Facilitated communication between departments, management and customers to resolve issues and achieve performance targets.
Monitored payroll, credit card purchases and invoicing to prevent financial errors.
Managed and lead business office to ensure accounts receivables are paid and managed customers accounts to resolve unpaid or past due accounts.
Led meetings with department heads to discuss census information, admissions and discharges for residents.
Communicated with patients with compassion while keeping medical information private.
Developed policies to align procedures with nursing home strategic initiatives and complied with statutory, regulatory, state and federal guidelines.
Initiated training and education programs for supporting healthcare staff.
Directed daily operations at facility caring for more than 115 individuals.
Supervised administrative staff of 15 professionals and leaders, delivering consistent coaching and mentoring to improve job efficiency.
02/2001 to 03/2006Regional Director of OperationsSun West Senior Living | , Oklahoma, Texas, Tennessee
Managed operations of 7 AL/IL communities in Oklahoma, Texas, Tennessee.
Hired, trained, coached talented administrators to drive new business strategies to grow revenues.
Transformed region from negative returns to 120% profit.
Implemented change management and restructuring strategies, identifying underperforming locations for focus.
Successfully developed market expansion business case for senior leadership on multi-national coordination processes, including sales and marketing, staffing, logistics and product R&D investments.
Improved individual location efficiency through effective leadership restructure.
Minimized turnover through effective training and employee engagement programs.
08/1999 to 02/2001Executive DirectorBrighton Gardens | Tulsa, OK
Opened Marriott Senior Living's first premier assisted living community in Oklahoma.
Credited with opening community which exceeded census and revenue resulting in awarded 2nd in region for revenue, two consecutive years.
Revitalized business plans and realigned company objectives to increase overall profits.
Cultivated positive corporate image by developing partnerships with media, business and community groups.
Built referral pipeline by remaining active with community and establishing referral networks and resources.
Shared mission of organization with public through successful community outreach, public speaking and marketing strategies.
Defined quality metrics and KPIs by checking RFI and RFP processes.
Delivered speeches, attended industry conferences and wrote articles to promote company image and engage with buyers.
Orchestrated successful team and customer events to drive engagement, satisfaction and loyalty.
Recruited, hired and trained employees on operations and performance expectations.
Executed on-time, under-budget project management
12/1989 to 08/1999Chief Operating OfficerSunshine Health, LNHA | Edmond , OK
Managed operations including human resources of home health company, medical equipment and private duty company.
Delivered speeches, attended industry conferences and wrote articles to promote company image and engage with buyers.
Revitalized business plans and realigned company objectives to increase overall profits.
Reviewed, analyzed and interpreted financial statements.
Served as strategic advisor and functional expert on critical strategic and operational matters. Report to board of directors
Monitored outcome measures, program outcomes and performance improvement.
Hired, trained, evaluated and retained high-performing, effective and diverse team embodying organizational culture.
Managed $1,500,000.00 budget and developed innovative financial controls tools, resulting in improved accuracy and better accountability for department heads.
Provided organizational leadership to over 150 associates.
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