Director
CurrentDirector of VA CCN Appointment Scheduling responsible for managing growth, relationships, client experience, and appointment scheduling for 19 facilities in VISN 6, ,7, 8, 9, 12 and VISN 16Scaled operations to support a 152% growth in monthly referral volume, increasing from 13,500 to 34,000 referrals over a 21 month period, while consistently improving quality and service standards.Enhanced production efficiency through automation and process improvements, reducing scheduling time by 50%—from 18 days to just 9 days—and significantly improving service delivery for Veterans.Achieved a 98% customer satisfaction rate by implementing quality control processes and real-time issue resolution mechanisms, resulting in enhanced service reliability and client trust.Established key performance indicators (KPIs) and developed dashboards to track and manage company-wide performance, aligning all departments toward organizational goals and providing real-time insights for leadership, internal stakeholders and the client (VA).Fostered a culture of innovation and agility, driving initiatives that supported referral growth, operational enhancements, and business expansion, resulting in an annual revenue increase of over $25 million Spearheaded the expansion of business operations by introducing services to 6 new sites, directly contributing to a significant revenue increase and enhancing service delivery capacity to meet growing demand.Led a high-performing team of 550+ employees, growing the organization from 230 staff members in under two years, while reducing turnover through engagement strategies and creating a morale committee to boost employee satisfaction.