Ryan Phipps Email and Phone Number

Serving as Executive Director for the Central, Ohio region.

Secretary of the Board, and member of the Board of Directors

Managed medical center operations, including staffing, sales, and ~$30M P&L. Monitored outcomes for clinical and non-clinical staff (Primary Care Physicians, Nurse Practitioners). Supervised department leaders (Care Supervisor, Center Operations Manager, Center Director in Training, Sales Lead, Lead Care Facilitator, Community Outreach Associates) in responsibility to hire, train, and coach employees (12 direct / 40 indirect reports). • Increased patient panel / membership from 850 (04/2022) to 2K+ (02/2024) by leading sales team to gain 100+ in new patients for 15 consecutive months.• Decreased employee turnover from 97% (01/2022) to 37% (03/2023) to regionally low 20% (02/2024) and maintained ~90% employee satisfaction / engagement score by focusing on culture, retention initiatives, and staff relationship building. • Cut cumulative net disenrollment from 28% (2022) to 19.5% (2023) by focusing on patient retention programs, increasing activities, developing patient ambassador program, and providing additional community resources to patients / families.• Boosted EBT 50%+ by focusing on leading indicators and establishing profitability protocol within center, which enabled $800K in month-over-month (MoM) revenue increase from 2022 to 2024.• Created Leadership Roundtable, spearheading initiative that allowed staff to participate in leadership development through series of group sessions and individual mentoring that was modeled throughout company.

• Responsible for all operations, acting as contact for all staff, residents, prospects, community organizations, government agencies and the public. • Empowered department leaders to supervise, direct, and motivate staff with their oversight. • Supported department leaders in responsibility to hire, train, discipline and coach associates in accordance with company policies. Reviews hires, promotions, disciplinary actions and termination of employment of associates ensuring consistency in the selection and retention of quality associates. • Ensured buildings, grounds and property are up to company standards through the oversight of preventative maintenance systems and programs, and frequent inspections. • Oversaw and developed COVID procedures and policies during the COVID-19 pandemic. Monitored and administered testing protocol, testing, and reporting to local, state, and CDC agencies. • Served as a member on the Union County Department of Health’s COVID-19 committee and provided advice and direction to the Health Department regarding COVID-19 in relation to seniors/senior living communities.• Grew occupancy from 65% to 82% during the COVID-19 pandemic due to an increased emphasis on resident and family satisfaction, clear admissions process, and a strong leadership team.• Increased employee satisfaction scores from 33% in 2020 to 84% in 2021 due to an increased emphasis on the culture, associate morale, and relationship building. • Exceeded budgeted goals for Revenue and NOI throughout 2021 including through the COVID-19 pandemic.

• Responsible for the overall supervision and management of the staff, residents, and community• Oversaw all departments, including Nursing, Sales & Marketing, Maintenance, Kitchen & Dining, Activities, and Front Desk Operations • Worked closely with each department to implement systems and best practices to ensure a high-quality experience for all residents.• Worked closely with area referral sources, businesses, and partners to develop community programs and outreach events. Host several outreach events for the community each year. • Engaged and develop employees to reduce turnover and have done so effectively by keeping annualized turnover numbers under 50% for the last two years. Employee engagement scores have increased by 62% in 2018 and an additional 4% in 2019.• Engaged and develop new programs and activities for residents to increase resident satisfaction and have done so by increasing annual satisfaction scores by over 33% in 2018 and an additional 14% in 2019.• Maintained an average occupancy of 95.6% in 2019 YTD, reaching as high as 100% occupied. • Increased Resident Satisfaction Scores from 193rd (2017) to 43rd (2018) to 5th (2019) out of 240 communities in the company. Reaching a total satisfaction score of 93% in 2019.

• Responsible for the overall supervision of two Day & Employment Services facilities in the central Ohio region.• Responsible for daily operation and supervision of the central, Ohio leadership team. • Responsible for fiscal management for two programs under my supervision.• Developed policies and programs to help facilitate staff development and client satisfaction.• Responsible for ongoing training and development of staff and individuals served in my care. • Served as a liaison between ViaQuest, Franklin/Delaware counties, nursing services, behavior specialists, providers, family members, and care givers of individuals.• Implemented the C3PO program with ViaQuest, a new program between Franklin Heights High School and companies providing services to adults with Developmental Disabilities. This program trained high school juniors/seniors in the Developmentally Disabled field and prepared them to take on jobs as Direct Support Professionals when they graduated.