Megan Henley
Skokie
Summary
Highly skilled and enthusiastic professional with more than 10 years of experience managing operations in patient-centric medical offices. Successfully oversee human resources, budgeting, supply management and patient services. Develop and lead productive and efficient office staff. Contribute to high-volume medical practices by providing exceptional customer service.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Hospital Manager
Veterinary Emergency Group
06.2022 - Current
- Actively recruit, hire, and onboard the right people for VEG Lincoln Park
- Mentor and lead support staff by facilitating regular developmental meetings and providing educational opportunities and resources
- Manage HR-related responsibilities in compliance with state and federal law
- Market the Lincoln Park hospital to prospective customers and the veterinary community by identifying and attending relevant local and regional events
- Actively seek out customer feedback through in-person conversations, phone calls, and requests for surveys
- Evaluate customer experience metrics to identify hospital successes and areas for growth, and to inform action plans
- Perform routine system maintenance and work with the appropriate departments to resolve any issues that may arise
- Ensure the hospital remains clean and in an orderly condition
- Maintain inventory control, including controlled drugs, by monitoring product quantities, qualities, and price points
- Implement hospital policy, including DEA/Controlled Substances and OSHA
- Purchase equipment, as needed, to increase hospital efficiency and flow
- Create non-doctor scheduling that adequately supports customer saturation and considers labor costs to budget
- Ensure payroll is completed and submitted accurately and in a timely manner
- Manage accounts receivable and cash on hand
- Participate in regular financial meetings with the Medical Director, Regional Hospital Manager, and Regional Medical Director to understand cost analysis and to develop strategic plans to increase the hospital's overall profitability
- Coordinated review, revision and creation of operational policies within ER Department.
- Compiled and analyzed accounting records and other data to determine required financial resources to implement new programs and services.
- Directed, supervised and evaluated work activities of 33 medical, nursing, technical, clerical and maintenance team members.
Practice Manager
Banfield Pet Hospital
03.2019 - 06.2022
- Increased revenue by 600k YOY through improved clinical services, increased case volume, nursing talent, and team efficiency in patient care delivery.
- Dealing with daily operations
- Scheduling associates, coordinating time off and managing continuing education needs
- Partner with the Chief of Staff (if applicable) to manage the hospital as role models and champions of the Banfield brand to provide consistent high quality care and exceptional service to the most pets and clients and to maximize efficiency, productivity and profitability
- Train the team on Banfield guidelines and practices and supervise associates to ensure compliance
- Regularly supervise the team of paraprofessionals in the hospital, consisting of at least two associates and often more (the size of the paraprofessional team will vary by hospital depending on factors such as business volume and client needs)
- Oversee and train associates on professional, efficient and exceptional client service (lead by example), to include client education about Optimum Wellness Plans, preventive care, pet health needs, hospital services, marketing campaigns, and other related information; effectively resolve client issues
- Follow all Banfield protocols and practices and be responsible for ensuring that associates achieve practice priorities while building our culture and brand
- Identify potential 'bottlenecks' and formulate solutions to remove barriers in medical operations that would impede the doctors from providing world class care
- Partner with the Field Director and Chief of Staff (if applicable) to interview, select, train, develop, coach, mentor and, if necessary, discipline and terminate paraprofessional staff
- Direct, lead and mentor the paraprofessional staff to realize their full professional potential and deliver outstanding, high quality medical care, client service and business results
- Work with the Field Director to establish development plans (PDPs) for the paraprofessionals, and focus teams to deliver the practice priorities and exceed goals while building our culture and brand
- Conduct frequent development discussions with paraprofessionals to construct compelling development plans and execute them
- Effectively create and maintain paraprofessional schedules and work with Chief of Staff to schedule associates to meet client needs according to Banfield guidelines, while proactively planning time off and CE scheduling
- Provide effective communication between associates, clients, field leadership and Central Team Support
- Act as communications liaison, including holding routine hospital team meetings, sharing business information and messaging to all hospital associates, ensuring they remain informed, engaged and have opportunities to provide feedback
- Provide inspirational leadership to the team by creating a positive professional relationship with the Chief of Staff, PetSmart associates, adoption center agencies, clients, field leadership and Central Team Support
- Create a collaborative environment and develop an efficient, productive hospital team that provides the highest quality care and service to the most pets and clients
- Develop annual planning, budgeting and hospital productivity levels for the hospital in partnership with the Chief of Staff (if applicable), Field Director and Director Veterinary Quality
- Boosted staff morale by offering constructive feedback and specific direction.
- Ordered all office supplies and kept check on inventory levels.
- Managed daily practice operations to optimize appointment scheduling, patient records management and billing functions.
Business Operations & Marketing Manager
Art of Modern Dentistry
11.2016 - 06.2022
- Designed standard operating procedures and office protocols for third party dental financing, OSHA regulations and HIPAA compliance
- Managed human resources and staff in-office benefit packages for the South loop, Lakeview, and Pediatric offices
- Reestablished and re-opened the pediatric by troubleshooting dental and radiology equipment, installing computers and software, and onboarding doctors and support staff
- Established a rolling gross profit of $63,000 for the pediatric office
- Increased overall appointment frequency by 4 appointments per day through transitioning office documents to an electronic format, which cut down on in office lag time
- Improved Art of Modern Dentistry South Loop Google reputation from 2.9 stars to 3.9 stars
- Maintain the Art of Modern Dentistry website and all social media outlets
- Create programs with the partnership of local vendors to service underprivileged communities and Chicago veterans
- Carry out daily clerical duties: answering client calls and escalations, daily account reconciliation, monitor accounts receivable
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Managed workflow between staff, coordinating documents, planning, and creative material distribution.
- Boosted brand awareness and generated leads while managing internal and external marketing campaigns and programs.
Hospital Administrator, Business Development Assistant, & Inventory Manager
Companion Animal Hospital Partners, LLC
07.2017 - 09.2018
- Increased Hyde Park location's rolling gross profit by $300k through profit/loss analysis, staffing vs
- Supply budgeting, and collecting on/decreasing accounts receivable
- Developed standard operating procedures for the Companion Animal Hospital group that equipped hospital inventory officers with the necessary tools to monitor drug and supply orders and properly manage stock in-house
- Developed B2B relationships with local animal shelters and established contracts for all medical services provided for shelter animals
- Secured a contract with the Chicago Wolves owner Don Levin to provide medical services for animals in need on Chicago's southside
- Established sponsorship for the Chicago Free Pet Fair with Lost Dogs of Illinois
- Developed and initiated the Hyde Park location's first annual 5K walk/run to raise money for the Hyde Park Cats shelter
- Created the Companion Animal Hospital surgical rotation program which allowed veterinary assistants to gain exposure to a variety of surgical procedures and establish themselves as surgical veterinary technicians
- Managed the acquisition of the Skokie, IL location, which consisted of hiring staff, installing and maintaining hospital software, setting up hospital pharmaceutical accounts, establishing a hospital budget, and marketing to surrounding communities
- Provided training and support for the Vernon Hills, Skokie, Crawford WI and Oak Park management teams
- Oversaw and/or managed doctor, reception and technician schedules
- Maintained efficient schedules, limiting overtime
- Initiated changes in staff coverage for varying case load
- Conducted new hire orientation, job training and development of the technical support staff, doctors and receptionists
- Developed and present continuing education topics to the staff on a regular basis
- Developed and lead all staff meetings, oversee reception and technical meetings
- Managed call-ins and physically cover shifts as needed
- Contributed to on the floor/overall performance modification
- Wrote and administered any performance corrections
- Submitted payroll, vacation and sick time hours
- Enforced hospital policies, update policies as necessary
- Oversaw and/or manage OSHA training and compliance (including radiology badge monitoring)
- Oversaw facility and equipment repair
- Managed scheduled and emergent maintenance throughout the hospital
- Monitored clinic supply inventory
- Oversaw clinic cleanliness and custodial duties
- Managed practice software user security
- Oversaw price changes on a quarterly basis and discussed percentage increases with the chief hospital administrators and ownership
- Forwarded invoices to financial officer
- Managed advertisement and administration of clinic specials
- Monitored and respond to online client complaints
- Monitored and responded to in person client complaints
- Conducted client surveys and client service calls
Hospital Administrator
Broadway Animal Hospital
12.2017 - 08.2018
- Utilized ADP software to process payroll and monitor employee hours, benefits, and vacation requests
- Resolved escalated issues involving employees or clients within each location
- Organized and approved scheduling for receptionists, technicians, and kennel attendants
- Hired, conduct reviews for, and terminated employees
- Scheduled and conducted bi-weekly and monthly staff meetings
- Perform maintenance on laboratory, surgical, and radiology equipment
- Tracked the hospital performance through consumer surveys, analyzed the data, and created an improvement strategy for Broadway Animal Hospital
- Develop and maintain the hospital network's websites, marketing materials, and department renovations
- Created an inventory tracking system for hospital supplies, pharmaceuticals, and prescription food
- Monitor Accounts receivable and payable
- Organize meetings with pharmaceutical reps on new products and events
- Implemented health, life, and accident insurance for employees
- Developed a bonus structure for the employees
- Perform veterinary technician and surgical technician duties as needed
Regional Hospital Administrator, Veterinary Technician
Randall Road Animal Hospital
01.2016 - 12.2017
- Oversaw operations at Crystal Lake, South Elgin, North Aurora, and Huntley locations
- Resolved escalated issues involving employees or clients within each location
- Organized and approved scheduling for receptionists, technicians, and kennel attendants
- Hired, conduct reviews for, and terminated employees within the Crystal Lake and South Elgin locations
- Scheduled and conducted bi-weekly and monthly staff meetings
- Perform maintenance on laboratory, surgical, and radiology equipment
- Tracked the hospital performance through consumer surveys, analyzed the data, and created an improvement strategy for the Crystal Lake hospital
- Develop and maintain the hospital network's websites, marketing materials, and department renovations
- Created an inventory tracking system for hospital supplies, pharmaceuticals, and prescription food
- Monitor Accounts receivable and payable
- Organize meetings with pharmaceutical reps on new products and events
- Implemented health, life, and accident insurance for employees
- Developed a bonus structure for the employees
- Established IDEXX radiology, laboratory, and reference laboratory services within the Crystal Lake location and the reference laboratory within all other network locations
- Prepared the Crystal Lake hospital to become AAHA accredited
- Conduct monthly shelter billing
- Perform veterinary technician and surgical technician duties as needed
Nursing Care Administrator, Marketing Coordinator
DeVries Animal Hospital
04.2015 - 01.2016
- Managed the inventory for all pharmaceutical, radiology, surgical, dentistry, and office supplies
- Organized CE meetings for nursing staff employees
- Conducted employee reviews and skill level critiques throughout the year
- Trained veterinary technicians and assistants to perfect techniques in surgery, radiology, phlebotomy, anesthesia monitoring, dentistry, veterinary pharmacology, laboratory blood work, and animal restraint
- Monitored the controlled drug inventory and documented inventory
- Constructed career opportunity listings for open positions
- Developed and maintained hospital social media outlets
- Edited employee profiles and client forums for the company website
ICU Technician, Marketing and Client Relations Administrator
Emergency Veterinary Services
08.2014 - 08.2015
- Created and organized the company website, which included the home page, the history of the practice, staff biographies, and information for clients to know about emergencies
- Developed and maintained hospital social media outlets
- Created marketing materials, such as brochures and magnets, for the practice to distribute to clients and referring veterinarians
- Communicated with surrounding practices to strengthen relationships with EVS
- Constructed and issued holiday and appreciation letters to surrounding practices for their partnership
- Conducted mass mailing and marketing tactics in new up-coming neighborhoods
- Assisted in the hiring and mentoring of new employees
- Balanced the register nightly and settled End-of-day accounts
Education
Master of Business Administration - Healthcare & Marketing
Saint Xavier University
Chicago, IL01.2015
Bachelor of Arts - Business Administration
Saint Xavier University
Chicago, IL05.2013
Associate of Applied Science - Surgical Technology
Robert Morris University
Chicago, IL01.2012
Skills
- Account Reconciliation
- Conflict Management
- Business Development
- Employee Engagement
- Communications
- Vendor Relationships
- Software Troubleshooting
- Practice Management
- Microsoft Office
- Operations management
- Human resources management
- Quality improvement
- Staff development
- Patient care coordination
- Project oversight
- Drug inventory management
- Facility management
- Business development
- Employee recruitment and hiring
- Operational efficiency
Personal Information
Work Permit: Authorized to work in the US for any employer
Certification
Surgical Technologist, 04/01/12, 04/01/14
Willing to Relocate
- Evanston, IL
- Skokie, IL
- Chicago, IL
Timeline
Hospital Manager
Veterinary Emergency Group
06.2022 - Current
Practice Manager
Banfield Pet Hospital
03.2019 - 06.2022
Hospital Administrator
Broadway Animal Hospital
12.2017 - 08.2018
Hospital Administrator, Business Development Assistant, & Inventory Manager
Companion Animal Hospital Partners, LLC
07.2017 - 09.2018
Business Operations & Marketing Manager
Art of Modern Dentistry
11.2016 - 06.2022
Regional Hospital Administrator, Veterinary Technician
Randall Road Animal Hospital
01.2016 - 12.2017
Nursing Care Administrator, Marketing Coordinator
DeVries Animal Hospital
04.2015 - 01.2016
ICU Technician, Marketing and Client Relations Administrator
Emergency Veterinary Services
08.2014 - 08.2015
Master of Business Administration - Healthcare & Marketing
Saint Xavier University
Bachelor of Arts - Business Administration
Saint Xavier University
Associate of Applied Science - Surgical Technology
Robert Morris University
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