Vice President Of Operations resume example with 16+ years of experience

Jessica Claire
  • Montgomery Street, San Francisco, CA 94105 609 Johnson Ave., 49204, Tulsa, OK
  • Home: (555) 432-1000
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Executive Summary

Visionary, transformational and resilient healthcare executive with demonstrated success in operational leadership over both clinical and non-clinical service lines. Demonstrated expertise in serving as a catalyst for change, convening diverse groups and collaborating across services lines and across communities, both locally and regionally. Recognized as a strategic and results-oriented leader with a proven track record in producing quality outcomes, building accountable teams and creating cultures that focus on both patient and staff engagement. A passionate advocate for population health initiatives and programming to address social determinants in both patient and staff populations.

  • Strategic decision making
  • Financial management, analysis, budgeting and reporting
  • Project coordination: Ambulatory development/management & service line expansion
  • Human Resources & Talent Management
  • Motivational leadership style
  • Relationship management
  • Population Health initiatives
  • Community Engagement
Professional Experience
Vice President of Operations, 07/2012 to Current
Orange Regional Medical CenterMiddletown, NY,

Nationwide Children's Hospital is a 552 bed (146 leased neonatal off-site beds, total of 698) pediatric hospital, with 2020 anticipated growth in the Behavioral Health Pavilion. Ambulatory visits exceed 1.56 million (Dental visits highest), with 40+ offsite locations and 15+ regional hospital affiliations. Employees across the hospital, offsites and Research Institute exceed 13,000. NCH was named to the U.S. News & World Report Children's Hospital Honor Roll in 2019 at number seven, with 5 specialties in the top ten listing and an additional 3 in the top 15 (8 of 10).

Administrative oversight over 12 service lines/ancillary divisions, 24 offsite Close to Home Centers (local & across 8 county region). Current service lines include: Clinical Therapies (Inpatient & Ambulatory, 400+ staff; 275,000 visits), Dental (Clinic & Surgery; 50,000 visits), Complex Health Care, Cerebral Palsy, Developmental & Behavioral Pediatrics (Myelo, Down Syndrome clinics), Center for Healthy Weight and Nutrition (Medical & Surgical), Sports Medicine, Nutrition Services, Child Care Center, WIC feeding program, Intensive Feeding Program, Literacy Programs (Reach Out & Read, Ohio Governor's Imagination Library). Previous oversight over Primary Care Network (100 providers, 250,000 visits), 2012-2018.

  • Provide leadership to 12 department managers while overseeing performance and productivity of 1000+ employees (Retention rates: 90-95% in professional/licensed staff, 75-90% in nonlicensed staff-increased from 30% to 75% in 18 months).
  • Provide executive leadership and support, with dotted line reporting structure for 4 chiefs (Dental, Developmental & Behavioral Pediatrics, Complex HealthCare, Sports Medicine).
  • Conduct and administer fiscal operations (accounting, planning budgets, authorizing expenditures, establishing rates for services, introducing cost reduction/containment strategies and coordinating financial reporting). Presented and received approval for annual operational budget of $200,000,000+. Capital requests/approvals of $50,000,000+. Enhanced operational performance by developing effective business strategies, consistent procedures and effective systems.
  • Maintain communication between governing and regulatory boards, medical/dental staff, academic chiefs/deans and department heads by attending board/faculty/divisional/departmental meetings and promoting interdepartmental functioning.
  • Plan, implement and administer programs and services in a large health care organization with multi-county offsite centers, including personnel administration, training/onboarding, and coordination of medical, nursing and site staff in multiple offsite locations.
  • Consult with medical, business, and community groups in local and regional areas to respond to community needs, enhance public relations, coordinate activities and plans, promote health programs and discuss/address service issues.
  • Develop/expand/implement programs and services to promote rehabilitation, population/community health and research.
  • Manage, improve and enhance various procedures, including requirements, gaps analysis, training and development, as well as expanding new programs to keep services agile and responsive to changing market conditions.
  • Promote professional skill development in both licensed and nonlicensed employees through effective training, management and motivation (work force development, talent management).
  • Manage change in an integrated health care delivery system, inclusive of work restructuring, technological innovations (telehealth) and shifts in the focus of care (value-based consumerism).
  • Lead/support business plans, strategic plans across organization, partnering with internal and external stakeholders.
  • Lead regional growth initiatives with adult healthcare system partners to enhance ambulatory networks and maximize access points, provide operational leadership in ambulatory ventures. Current partners include: Ohio Health, Dayton Children's Hospital, The Ohio State University (College of Dentistry, Wexner Medical Center), Madison Health, Genesis, Adena.
  • Lead/support quality and safety initiatives: participant in Quality Improvement Essentials 2016, served as QIE Executive Coach 2017/2018/2019; served as executive sponsor for Operational Excellence/Process Improvement Academy for multiple projects; served as executive sponsor for Zero Hero Employee Safety initiative, resulting in decreased injuries due to patient lifting; Pascal survey data above average in service lines.
  • Participate in community boards: Access Health Columbus (AHC)/ Healthcare Collaborative of Greater Columbus (HCGC): 2012-2018; Heinzerling: 2012-current, Secretary of Board
  • Achieved Tier One rollup in Press Ganey employee engagement surveys.
  • Serve as executive sponsor for two Employee Resource Groups: Military and CapABLE.
  • Serve as executive sponsor for Operation Feed, organization-wide initiative to support local food bank (Mid-Ohio).
  • Serve as executive sponsor for Ambulatory Clinical Coordinating Council.
  • Serve on multiple steering committees across the organization to represent Ambulatory Operations.
Director of Clinical Therapies, 03/2006 to 06/2012
Riverpoint Post-Acute RehabilitationCarmichael, CA,

Inaugural Director of Clinical Therapies (PT, OT, SLP, Therapeutic Recreation, Massage, Audiology).

  • Planned, implemented and administered programs and services, inclusive of personnel administration, training, coordination of staffing. Expanded staff from 100-300, with retention rates of 90%+. Increased productivity from 35-50% to 55-70% (inpatient vs. ambulatory). Expanded volumes/revenues from budget of $5 million in 2006 to $39 million in 2012.
  • Reviewed and analyzed facility activities in a data-driven manner (planning, fiscal expenditures, risk management) to improve patient access and service utilization. Resulted in expansion of offsite locations (4 in 2006, 12 in 2012, 20 in 2020-with pending 2+). Planned and executed multiple facility expansion/renovation projects, in collaboration with Planning and Business Development partners, most notable was completion of Inpatient Tower, with relocation of Inpatient Therapies and opening of Rehabilitation Gym/Kitchen, transitional apartment.
  • Maintained awareness of advances in practice, computerized diagnostic and treatment equipment (telehealth initiatives), data processing technology (EPIC, EDW, etc.), government regulations (PFK), insurance/billing/revenue cycle changes.
  • Proposed infrastructure changes to support growth: introduction of Research Coordinator, Evidence Based Practice Coordinator to support EBP, as well as Performance Improvement Coordinator to enhance outcomes and standardize metrics.
  • Provided effective strategic planning across multi-disciplinary, multi-site departments in collaboration with internal and external stakeholders. Participated in multi-disciplinary business plans
  • Managed change to meet needs in ever-changing climate (fee for service programming, scheduling initiatives, weekend compensation bonuses, incentive programs).
  • Expanded professional education opportunities: residency/fellowship programs (Pediatric PT Residency, Sports & Orthopedic PT Residency, Speech Fellowship, Audiology Fellowship).
  • Developed employee engagement opportunities: Shared Governance, multiple employee task forces (waitlist, research, retention, clinical advancement, replacement hospital, etc.).
  • Led/participated in multiple hospital-wide initiatives and committees (Magnet Exemplar Committee, Informatics Executive Committee, ENT Leadership, Rehabilitation Unit Advisory Council, Close To Home Leadership, Diversity Council, Home Care Advisory Council, Tobacco-Free Task Force, etc.).
  • Participate in community boards: Sertoma (Director, VP); Westerville Symphony (Chair, Fundraising).
Administrator, 10/2004 to 02/2006
Personal Touch Home CareCity, STATE,

Home Care Administrator of adult home care company (national for-profit, multidisciplinary services, skilled and private-duty).

  • Responsible for expanding market share in Columbus community
  • Successful recruitment of Director of Nursing and Marketing Director to enhance leadership infrastructure
  • Standardized operations and competencies for multi-disciplinary team
  • Increased patient and staff satisfaction
  • Provided strong attention to detail, exemplary customer service and team-player attitude.
  • Handled all public relations, enhancing company's reputation through media exposure.
  • Improved processes to maximize operational efficiency.
Education and Training
Master of Science: Health Care Administration, Expected in
Ohio University - Athens, OH,
Bachelor of Science: Physical Therapy, Expected in
The Ohio State University - Columbus, OH,
Activities and Honors


Member, American Physical Therapy Association

Member, Ohio Physical Therapy Association

Member, American College of Healthcare Executives

Community Boards:

Board member/Secretary, Heinzerling Community

Past Board member: Sertoma (Director/VP), Westerville Symphony, Healthcare Collaborative of Greater Columbus


Nationwide Children's Hospital 2008 Manager of the Year


Ohio PT License 1981-Present

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Resume Overview

School Attended

  • Ohio University
  • The Ohio State University

Job Titles Held:

  • Vice President of Operations
  • Director of Clinical Therapies
  • Administrator


  • Master of Science
  • Bachelor of Science

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