NANCY LEWIS

109 North 87th Ave. Yakima, WA 98908 509-823-6513 nlbf57d6@westpost.net

DIRECTOR OF OPERATIONS
Process Improvements / Startups / Cost Control / Budgets / P&L / B2B / Call Cent
er Management
Policy and Procedures / Turnarounds / Business Plans Business Development / Comp
liance
As an award-winning expert in medical operations, I have successful turned aroun
d multi-site businesses and revamped call centers, restoring customer confidence
/loyalty and generating new business. By effectively managing budgets, while con
trolling costs, I've dramatically increased the company's bottom line.
My strengths include:
* Consistently meeting all compliance mandates
* Leading successful startups to profitability
* Ensuring cost control and cash flow to improve the bottom line
* Initiating customer satisfaction policies, and maintaining long-term client lo
yalty
* Implementing new business strategies, generating significant revenue
My credentials include a Masters Degree from the Oregon Health & Science Univers
ity and a BS in Business Administration/Healthcare from the University of Oregon
. Described by my colleagues as a highly professional expert in health service o
perations, I have been invited to speak at medical centers throughout the Northw
est.
SELECTED ACCOMPLISHMENTS
Developed business strategy, igniting double-digit growth. Orchard Village, LLC
required expansion to existing facilities due to increasing market demand. Initi
ated new strategy, leveraging current reputation to increase customer base and j
ustify expansion. Dramatically increased service capacity, growing revenues by 5
0%.
Revamped call center, boosting service quality. Community Health's PBX system wa
s at capacity, resulting in potential delays of emergency calls. Initiated re-de
sign of call center infrastructure upgrading legacy systems and new call procedu
res. Eliminated patient risk by significantly improving call center capacity.
Restructured department, increasing cash flow. Community Health was failing to c
ollect past-due patient payments. Restructured accounting department, incorporat
ing new procedures to optimize A/R collections. Reduced past due receivables by
$125K.
Reversed deficiencies, generating revenue. Mt. Adams Surgical required re-struct
uring due to continued financial losses. Hired to reverse both operational and r
evenue deficiencies. Set new company vision and direction. Implemented plan to c
apture new markets. Expanded business to multi-site locations, restoring financi
al viability.
CAREER HISTORY
Clinical Director of Operations, Community Health of Central Washington, 2009 to
2010. A multi-site, managed healthcare provider. Responsible for all aspects of
daily operations as well as budget, billing, scheduling and medical records. M
anaged 51 MD's, 175 employees and $2M budget.
Chief Director of Operations, Mt. Adams Surgical Association a division of Pross
er Memorial Hospital, 2008 to 2009. Oversaw entire operations function as well a
s union relations, payroll, and administration for $28M health services firm. Ma
naged 51 employees and a $10M budget.
Executive Director, Orchard Village, LLC., 2006 to 2008. A $6M, 400-unit assiste
d-living facility for seniors. Accountable for the entire operation, including p
urchasing, medical records, facilities and requirements. Exceeded corporate sale
s by $4M. Managed a staff of 41 employees and a $6M budget.
Executive Director, Beaverton Hills Assisted Living Residence, 2004 to 2006. A 1
10-unit facility located near Portland, OR. Directed all operations for this 110
-unit facility, including, medical records, maintenance, compliance issues, sche
duling and staffing. Managed 34 employees and $650K budget plan.
Earlier: Held positions including Operations Manager, Sales Consultant and Admin
istrator in the medical and banking industry.
Personal Interests: I enjoy spending time with my family, volunteering and parti
cipating in charitable events.