Naomi Kelly

About Naomi Kelly

Given the high stakes, enhancing administrative functions within healthcare environments requires a strong focus on both the big picture and the finer details. As an Operational Excellence leader in behavioral healthcare organizations, I have consistently tackled the complexities of such demands with a keen eye for achieving precision, efficiency, compliance, and adaptability—delivering remarkable success.Navigating the intersection of strategic vision and tactical execution, my career has been defined by my ability to refine operational frameworks and create opportunities for growth. From automating routine tasks to spearheading major transitions in learning management systems, my efforts have reduced turnaround times, enhanced employee training efficacy, and elevated client satisfaction.In addition, I champion a people-first strategy. By understanding and addressing the human elements within the workplace, I have created environments that prioritize employee well-being, engagement, and collaboration—driving exceptional productivity. I built, led, and scaled the Central Operations Department for LEARN Behavioral, consolidating and enhancing quality of support for 5K+ employees. I achieved unprecedented efficiencies, including the fastest ticket turnaround times enterprise-wide, by streamlining response times by 88% and full resolution times by 67%. Committed to continuous growth, I facilitated the career progression of over 70% of Operations team members through focused mentorship and leadership training. Through strategic operational management and improvement, I avoided over $1M in annual claim write-offs and saved $150K+ in labor costs. Process Improvement Change Management Project Management Business Analysis Quality Management People Leadership Root Cause Analysis Risk Management Training & Development Business Process Mapping Regulatory Compliance Continuous Improvement Product Ownership Business Intelligence Employee Engagement Operational Audits The path to operational excellence is a journey that’s both unique and universal. I look forward to engaging with professionals passionate about driving impactful change through operational excellence strategies. Let’s connect! n••••••••@gmail.com

Experience

1. Senior Director, Practice Operations

   LEARN Behavioral

   Apr 2023 — Present

   Promoted to refine the Revenue Cycle Management and Clinical units’ operations, I spearheaded an expanded 11-member Central Operations Department across process standardization, readiness assessments, impact evaluation, and training for 5K+ employees. I also closely partner with Executive Leadership in establishing KPIs and driving Business Intelligence application to sustain growth. By championing Zendesk-based support streamlining and monitoring solution, combined with support unit centralization, I expedited first issue response time from 24 hours to 3 and full ticket resolution from 48 hours to 16 – the quickest enterprise-wide. After initiating switch of LMS and Content Delivery System to Docebo, I bolstered learning efficiency and completion rates of LEARN employees. I also executed redesign and restructuring of the admin components of clinical staff’s training, which effectively enhanced efficacy of non-clinical tasks. Through developing targeted communication campaigns and user-friendly web resources, I grew annual Client Services Agreement renewal completion rate from 66% to 92%- mitigating audit risks and enhancing operational efficiency. I rose submissions by 300% and reduced rejected claims by implementing a user-friendly webform for insurance changes during open enrolment, leading to significant cost savings and enhanced client satisfaction. By standardizing fulfill and track processes, creating a P&P, developing record request form, and designing template response emails, I slashed turnaround time for medical record requests by 29.87%, thus growing resolved requests by 33.15% YoY. I reduced staff availability change response time from over a week to ~12 hours by digitizing the submission and approval process. As Executed leadership training that shaped 2 newly promoted Operations Managers; influenced promotion of 8 direct reports

Education

• Pepperdine Graziadio Business School

  Master’s Degree, Management and Leadership

  2018

Skills

• Travel Management
• Time Management
• Research
• Training
• Business Process Improvement
• Data Entry
• Teamwork
• Leadership
• Executive Administrative Assistance
• Events Coordination
• Operations Management
• Customer Service
• Integration
• Event Planning
• Microsoft Excel
• Microsoft Office
• Microsoft Word
• Project Management
• Event Management
• Ms Excel Pivot Tables