KRISTINA TAYLOR
Richmond
Summary
Highly accomplished and results-oriented Operations Director with 15 years of progressive experience leading and optimizing operations within diverse healthcare settings. Expertise includes strategic planning, process improvement, budget management, employee development, and team leadership. Adept at building strong relationships with key stakeholders and fostering collaborative environments to achieve organizational objectives.
Overview
11
11
years of professional experience
Work History
Director of Call Center Operations
Journey Health & Lifestyle
10.2023 - Current
- Lead and mentor a combined team of 68 professionals, including a 50-person sales department and an 18-person customer service department.
- Develop and maintain strong partnerships with five manager direct reports and key stakeholders within the organization, facilitating collaboration on projects aimed at improving call center operations while also supporting broader company goals.
- Implemented sales team restructuring to maximize Manager effectiveness, and provide successful coaching to sales agents.
- Created and implemented new agent-level and manager-level compensation plans to drive performance improvement and employee satisfaction.
- Established quarterly business reviews as a developmental effort for managers to present on team accomplishments and challenges.
- Implemented customer service team restructuring to provide targeted training and improve the customer experience.
Director of Operations
Atlantic Vision Partners
03.2022 - 09.2023
- Oversaw daily clinic operations across region ensuring seamless coordination and consistency in clinical and operational processes.
- Ensured the successful operations of six ophthalmology and optometry clinics and one Ambulatory Surgery Center in the Richmond, VA region.
- Mentored and coached four Practice Managers, one Surgical Manager, three Surgical Coordinators, and two Patient Services Managers to foster a productive and engaging work environment.
- Provided ongoing insight and support to three ophthalmologists and six optometrists.
- Successfully managed clinic visit revenue for all locations and provided direction to location leaders to ensure goals were exceeded.
- Created regional leadership team and executed monthly meetings to include continuous leadership education topics.
Director of Operations
WellcomeMD
07.2021 - 03.2022
- Oversaw successful company operations to ensure consistency of clinical and operational processes.
- Mentored and coached Practice Managers across four locations and three states to foster culture of development and innovation.
- Directly managed three Practice Managers, two Membership Directors, one Marketing Manager, one EMR Specialist, and one Executive Assistant.
- Defined, implemented, and revised operational, recruiting, and human resources policies and guidelines.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Oversaw successful implementation of new HRIS system to streamline employee effectiveness.
- Developed and delivered board meeting presentations to highlight operational growth and success.
Client Engagement Supervisor
Owens & Minor
11.2018 - 07.2021
- Managed and mentored a cross-functional team of twenty-two customer service representatives across five states.
- Developed and delivered structured Supervisor onboarding training for my peer group.
- Created and spearheaded the teammate Lead Program to provide mentorship, development, and growth opportunities for identified top talent.
- Completed Six Sigma Yellow Belt classes.
- Successfully championed and supported a high-profile, high-revenue hospital system customer.
- Streamlined communication channels, resulting in improved collaboration between teams and clients.
- Enhanced client relationships by consistently delivering exceptional service and support.
- Cultivated a results-driven culture within the team, promoting accountability for individual performance metrics as well as collective goals aligned with company objectives.
- Delivered quarterly and annual performance reviews for twenty-two direct reports ensuring clear communication of expectations, providing constructive developmental feedback, and fostering professional growth.
Associate Director of Operations
Concentra Occupational Health
04.2017 - 04.2018
- Position was eliminated during company restructure following acquisition of US Healthworks.
- Mentored and managed two Center Operations Directors, one Physician Assistant, three Registered Nurses and three Medical Assistants.
- Responsible for the successful operations of four onsite clinics and two occupational medicine / urgent care centers.
- Assisted in recruiting, hiring and training of team members.
- Optimized resource allocation by analyzing data trends and making informed decisions on staffing levels and inventory management across the region.
- Managed complex projects with tight deadlines, ensuring timely completion and seamless execution.
- Empowered team members by delegating responsibilities effectively while still offering support when needed.
- Cultivated a culture of continuous improvement by encouraging feedback from staff at all levels within the organization.
- Improved operational efficiency by identifying bottlenecks in clinic workflows and implementing targeted solutions.
- Achieved regional staffing stability by hiring top talent, training and guiding team members to maintain high productivity and performance metrics.
Practice Director
PartnerMD
04.2014 - 04.2017
- Managed and mentored four Practice Managers across three states while creating an environment that fosters individual development and organizational goal achievement.
- Championed initiatives aimed at enhancing employee engagement, promoting collaboration among team members, and fostering a positive work environment conducive to success.
- Oversaw the acquisition of new practices, effectively managing contract negotiations and leading the conversion, onboarding and implementation processes.
- Improved operational efficiency by streamlining processes and implementing best practices across the region.
- Successfully instilled company culture to remote teams during and post-conversion to concierge practices.
- Managed department budget and P&L to ensure financial targets were met.
Education
Bachelor of Arts Degree - English
James Madison University
Skills
- Project Management
- Budget & P&L management
- Process improvement & implementation
- Verbal & written communication
- Strategic planning & execution
- Innovation and creativity
- Developing & improving KPIs
- Leadership coaching & development
- Customer experience
- Operational efficiency & excellence
Systems And Programs
- Microsoft Office
- Salesforce
- HubSpot
- Dropbox
- SharePoint
- NextGen
- Athena
- PowerBI
- Compulink
- Solution Reach
- Switchvox
- DOMO
- Accumatica
- Five9
Timeline
Director of Call Center Operations
Journey Health & Lifestyle
10.2023 - Current
Director of Operations
Atlantic Vision Partners
03.2022 - 09.2023
Director of Operations
WellcomeMD
07.2021 - 03.2022
Client Engagement Supervisor
Owens & Minor
11.2018 - 07.2021
Associate Director of Operations
Concentra Occupational Health
04.2017 - 04.2018
Practice Director
PartnerMD
04.2014 - 04.2017
Bachelor of Arts Degree - English
James Madison University
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