Working with Owners to prepare for franchise expansion including: developing best practices, process improvement, defining staffing models, and supporting transition to a new software platform.

Fresenius is a major provider of dialysis treatment, support services and education in North America.DirectorProvided leadership, motivation and support in development and execution of processes for team and customer relations, billing, new technology and best practices.Managed site operations in Chicago, Ohio and Minnesota; worked directly with the Vice President on continuous quality improvements to service delivery and alignment of various processes and systems.Hired, trained, mentored and supported operational staff; motivated personnel by recognizing their talents and working with HR to develop their skill sets through cross-training and job opportunities. Achievements:• Led team selected to pilot new software for the organization; identified critical performance issues and established achievement goals and timelines.• Liaison between IT, vendor and management for articulating challenges to pilot program. Recognized by senior management for successful rollout.• Recruited, hired and trained personnel during organizational structural change; built relationships with executive-level staff to improve operations.• Mentored managers at three separate sites, Chicago, Minnesota, and Ohio; focused on their adaptability to change and skills improvement to meet ongoing needs within the organizations. • Recruited two top-achieving managers, (Chicago and Minnesota); Chicago candidate was instrumental in new software rollout; Minnesota candidate improved group performance to rank #2 of 30+ groups.• Orchestrated process improvement that resolved a division-wide backlog of transactions and successfully prevented future issues with monthly reporting.

NovaCare / Select Medical provides professional rehabilitation services.Directed staff and ensured work was performed in conformity with policies and procedures.Responded to concerns of internal and external customers as a key troubleshooting resource.Managed all escalated issues as a key resource for diplomatically resolving problems.Trained, mentored and supported staff in billing / reimbursement issues, policies and procedures.Performed special projects related to service delivery, changes in policies and procedures, and implementation of new technology in order to improve cost controls, productivity and efficiency.Collaborated with HR to establish employee performance evaluations and skills development.Achievements:• Determined staffing needs, defined roles and positions, assessed talent of existing staff, hired and selected new talent, and successfully integrated business by executing the right fit of talent to roles.• Selected to wind down all phases of operations and assist employees in new employment endeavors (resume preparation, interview coaching) after company centralized operations into one location.