Kelly Clancy
Summary
Experienced administrative and quality management professional with a strong focus on driving continuous improvement and achieving operational excellence. Demonstrated success in leading teams, implementing quality assurance programs, and fostering collaboration to meet the ever-changing demands of the business. Adept in regulatory compliance, process optimization, and strategic planning. Recognized for reliability, adaptability, and consistent delivery of measurable results.
Overview
22
22
years of professional experience
Work History
Director of Quality Management
NOVO Healthnet Limited
01.2022 - 01.2025
- Conduct audits for management, vendor managers, colleges, and executive leadership teams to maintain quality assurance for over 150 clinics
- Investigate complaints and resolve conflicts involving affiliates, claimants, and vendors
- Develop and manage tracking systems for motor vehicle insurance vendors to ensure efficiency and reduced time allotment by 30%
- Oversee timely submission of reports and monitor compliance with deadlines
- Streamline intake and training processes, improving onboarding and operational workflows
- Facilitate monthly performance reviews and maintain regular communication with vendor managers to drive accountability
- Ensure adherence to FRSA, Governing colleges, PHIPA compliance through comprehensive data collection and variance investigation
- Drive clinic growth and monitor revenue vs expenses with profitability increases of 20%
- Collaborated with the VP of Operations and VP of Clinical Services to achieve fiscal objectives by implementing cost-saving measures and streamlining processes, resulting in improved operational efficiency and sustained profitability
- Oversaw change management activities related to product enhancements or modifications, ensuring seamless transitions without compromising on quality standards.
- Ensured adherence to company policies and procedures through regular quality management system reviews and updates.
- Reduced customer complaints by establishing effective corrective and preventive actions plans.
Director of Administration
Back on Track Physiotherapy
04.2015 - 01.2022
- Managed fiscal operations, including budgeting, expenditure authorization, and financial reporting
- Oversaw recruitment, hiring, and training processes, ensuring alignment with organizational goals
- Directed scheduling, payroll, and contractor invoice reconciliation across 11 clinics
- Implemented and maintained record management systems for efficient data processing and reporting
- Developed policies and procedures to enhance operational efficiency and compliance
- Monitored facilities for safety, security, and regulatory compliance
- Delivered training on billing systems, ensuring accuracy and adherence to WSIB, DVA, DND, RCMP, and FSCO guidelines
- Mentor, guide and instruct staff on billing procedures for HCAI, OHIP, PCVRS, DVA, DND, WSIB and EHC
- Planned and executed new clinic setups, including interior design and procurement of equipment, repeatedly under budget by 8%
- Conducted periodic supplier evaluations as part of an ongoing supplier qualification program, strengthening supply chain partnerships.
- Conducted statistical analyses to inform strategic growth initiatives
- Fostered employee engagement, leading to improved staff morale and retention
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
Senior Clinic Administrative Manager
Back on Track Physiotherapy & Health Centres
06.2003 - 04.2015
- Planned and executed new clinic setups, including interior design and procurement of equipment for 9 new clinics
- Administered health programs and coordinated clinical and administrative staff activities
- Established work schedules, managed supplies, and implemented computerized record systems
- Maintained communication with boards and departments to ensure seamless operations
- Enhanced service utilization through data analysis and operational planning
Education
Medical Administration -
Kingston Learning Centre
Smiths Falls, ON11.2003
Skills
- Leadership & Team Management
- Quality Assurance Expertise
- Process Optimization
- Budget Management
- Employee Engagement Initiatives
- Conflict Resolution Skills
- Expertise in Electronic Health Records
- Medical Claims Processing
- Auditing processes
- Strategic Development
- Quantitative Analysis
- Customer satisfaction focus
- Documentation and reporting
Accomplishments
- Successfully revamped intake and training processes, leading to a 15% reduction in onboarding time.
- Boosted employee satisfaction through mentorship and team-building initiatives, reducing turnover by 20%.
- Spearheaded compliance initiatives that resulted in 100% audit success rates for three consecutive years.
- Implemented a billing system overhaul, increasing claim processing efficiency by 25%.
Timeline
Director of Quality Management
NOVO Healthnet Limited
01.2022 - 01.2025
Director of Administration
Back on Track Physiotherapy
04.2015 - 01.2022
Senior Clinic Administrative Manager
Back on Track Physiotherapy & Health Centres
06.2003 - 04.2015
Medical Administration -
Kingston Learning Centre
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