Resume

ROSALIND CONNER
Kansas City, Missouri 64119
816-309-8407 Rosalind@rosalindconner.com

OPERATIONS MANAGEMENT
Accomplished Operations Manager with broad-based experience in operations, process redesign, revenue cycle
management, compliance, and associate training and development, as well as, solid experience in general business
and sales management across industries. Positioned to leverage enhanced management, process improvement
and customer service skills. Proven success managing cross-functional departments and partnering with members
of the community and other executive leadership to achieve company objectives increased revenue. Research and
develop corporate policies and procedures, training modules, and external and internal communications. Ability to
successfully manage multiple projects simultaneously.


Budgeting Financial Analysis Internal Controls Change Management Consulting Restructuring
Project Management Strategic Planning Team Leadership / Motivation Policy Development Recruiting
Process Improvement Training / Development Employee Engagement Needs Assessment Performance
Management Business Development Client Relations Negotiations Cost Reduction Operations
Management OSHA / Regulatory and HIPPA Compliance

Administration
Directed operations, programs, and large staffs across multiple healthcare facilities and systems. Handled audits
and compliance efforts partnering with executive management and cross-functional departments ensuring accuracy
and efficiency in performances throughout enterprise. Directed multi-million dollar budgets, expense control, process
improvements focused on Six Sigma methodologies, and evaluated and enhanced workflow patterns, scheduling
processes, and designed training department and curricula for upgraded software, as well as increased customer
service. Developed and sustained executive level relationships with clients purchasing multi-million dollar software
enterprise solutions. Gathered feedback regarding client/customer requirements and communicated changes to
engineers establishing timelines for enhancements. Oversaw on-boarding, development, and management of staffs,
served as project troubleshooter identifying issues and proactively addressing potential obstacles, as well as,
delivering problem resolution for existing issues. Participated in National Access Organization Board and on the
JCAHO board to ensure compliance and up-to-date insurance requirements were met as well as operational
processes met JCAHO requirements. Directed $5M contract leading medical software implementation for large
multi-system organizations. Managed admissions, financial counseling, emergency department registration, pre-
certification, insurance verification, bed management, patient information, patient transportation, and valet services.
Drove executive communication and collaboration across operations significantly increasing process improvement,
reimbursement, revenue cycle management, customer service, and training liaison with employees, executives and
physician leadership.
Accomplishments
Reduced operating expenses 20% for large hospital and boosted patient satisfaction scores 30+% by delivering
patient friendly services based on feedback from patient focus groups and implemented cost effective
scheduling and registration process.
Benchmarked new standards and garnered Quality Achievement Award developing and directing new
integrated delivery system through close coordination with health plan and physician practices.
Saved $300k in operating costs two years straight.
Implemented state-of-the-art software in physician practices and medical center by leading project and change
management functions installing new software and re-designing every patient throughput process, authoring
new policies and procedures, and conducting necessary training for all employees.
Slashed payment denials 25% across system by evaluating all existing processes and developing upgraded
operational standards and processes.
Increased medical software solution sales $300k and boosted client satisfaction 25% by redesigning sales
plans focusing on strategic partnerships with key accounts.
Reduced customization costs $500k for software implementation of products for large multi-system
organizations replacing obsolete systems.

Resume
ROSALIND CONNER Page 2 rosalind@rosalindconner.com

Decreased operating costs $150k for healthcare system while increasing productivity and enhancing customer
satisfaction by leading redesign of silo departments.
Increased revenue 20% over two months and 50% over six months for large teaching healthcare system by
spearheading implementation of transfer/referral center with 24/7 customer service coverage expediting and
streamlining patient movement, communication, and treatment.

GENERAL MANAGEMENT EXPERIENCE

Business Management: Led operations and sales improvements across industries including banking, retail, and
medical technology. Managed cross-functional departments driving cost control, process improvements, policies
and procedure development and implementation, customer service and sales training. Coached employees
ensuring high performing sales teams focused on increased revenue, customer satisfaction and exceeded sales
goals. Oversaw scheduling, goal achievement, communication, and internal conflict resolution. Handled profit and
loss, customer relationship management, and sales enhancements. Managed on-hand inventory, ordering, and
vendor management. Managed a $5M operating budget and staffing complement of 250 employees
Accomplishments
Increased bank branch customer service scores from 62% to 75% garnering feedback from customers and
implementing enhancements based on suggestions and needs.
Boosted bank sales $100k in one quarter by tenaciously prospecting for new business and meeting with clients
conducting needs assessment sessions and offering products to match.
Drove bank sales up 25% as key market sales motivator and deepen client relationships
Added $25k in consumer lending engagements and 50 new checking accounts by designing and leading off-
site events.

EMPLOYERS

PARK UNIVERSITY, Parkville, Missouri 1/06 Present
Adjunct Faculty
US BANK, Kansas City, Missouri 10/2012 04/2014
Customer Service Manager
TIRES PLUS, Overland Park, Kansas 05/2008 10/2012
Manager / Assistant Manager / Sales
BANK OF AMERICA, Kansas City, Missouri 05/2006 05/2008
Acting Manager/Assistant Manager
HEARTLAND REGIONAL MEDICAL CENTER, St. Joseph, Missouri 03/2003 05/2005
Director Access Services
FOUR K CABLE SERVICES, Blue Springs, Missouri 06/2002 02/2003
Consultant
CERNER CORPORATION, Kansas City, Missouri 05/2000 05/2002
Product Development/Consulting
DUKE UNIVERSITY HEALTH SYSTEM, Durham, North Carolina 02/1997 04/2000
Director, Access Services
THE ALLIANCE, CINCINNATI HOSPITAL, Cincinnati, Ohio 1990 1997
Director of Admitting and Holmes on Eden

EDUCATION

Master of Science Management - Lesley University Cambridge, MA
Bachelor of Science Psychology - University of Cincinnati Cincinnati, OH