Laurie Johnson
Ottawa,Canada
Summary
Dynamic business professional with expertise in Quality Management and Project Management, recognized for leading teams to exceed performance benchmarks. Proven ability to enhance medical clinic operations through data analysis, identifying strategic opportunities, and fostering cross-functional collaborations. Strong leader with exceptional communication skills, committed to driving collective achievements and maintaining integrity in all endeavors.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Director of Operations
Canadian Addictions Treatment Centres
GTA
01.2024 - 12.2024
- Ensure clinical excellence across multiple locations by leading strategic planning for long-term business objectives, KPI development, operational processes, and the establishing training best practices
- Initiated and directed the development an employee education program
- Advanced the development of reports and Key Performance Indicators (KPIs)
- Formulated strategic business plans and corresponding measurements for success
- Managed operations of 70+ clinics specializing in the treatment of substance abuse
- Collaborated with Pharmacy to ensure service levels were maintained
- Worked with pharmacy to move clinics to a delegation model with minimal interruption
- Tracked and supported census growth and retention initiatives
Director of Health Strategy and Operations
Shoppers Drug Mart
GTA
01.2023 - 12.2024
- Ensure clinical excellence across multiple locations by leading strategic planning for long-term business objectives, budget development, operational expense management, and the establishing billing departments across two provinces
- Initiated and directed the development of a billing department for ten locations
- Advanced the development of reports and Key Performance Indicators (KPIs)
- Formulated multi-year strategic business plans and corresponding budgets
- Managed and reduced operational expenditures, contributing to financial efficiency
- Successfully launched nine clinic locations, substantially expanding service reach
- Uphold a 90% patient satisfaction rate through continuous management and improvements
- Facilitated collaborations between design, development, finance, and contract teams to enhance clinic functionality and streamline vendor relations
- Pioneered comprehensive health programs including women’s health, migraine, and medical dermatology initiatives
Senior Manager of Health Strategy and Operations
Shoppers Drug Mart
GTA
01.2022 - 12.2023
- Oversaw the expansion and modernization of clinic operations by leveraging skills in strategic planning, quality management, and collaborative development of clinical services
- Orchestrated the development of an operating system tailored for clinic-based business, focusing on turnkey solutions to drive positive EBITDA
- Designed and implemented comprehensive operating, training, and reporting systems for the health clinic business
- Formulated and streamlined processes to enhance the quality of medical center operations
- Played pivotal role in recruiting and defining roles for key personnel, enhancing the structure and efficiency of the team
- Managed profit and loss (P&L) and operational expenses, optimizing financial performance
- Collaborated with various departments to broaden and improve clinical services offered
- Developed and managed clinical programs, ensuring a diverse range of healthcare services
- Directed the conversion and renovation of four new clinic locations, maintaining a strong brand identity
- Strategized and planned for multi-year business objectives, setting a course for sustained growth and success
Vice President of Operations
Appletree Medical Group
01.2018 - 12.2022
- Managed comprehensive operations of 32 medical clinics, oversaw performance enhancement and strategic growth, streamlined success by prioritizing high-level decision-making, effective financial management, and process improvement
- Instituted key performance indicators and formulated action plans to elevate clinic standards
- Proudly managed international operations, overseeing all administrative services located in Grenada
- Implemented a bonus structure for staff incentivization and retention
- Managed patient feedback and high-level complaints, ensuring quality patient care
- Presented clinic and company performance metrics to senior executives, informing strategic decisions
- Assisted in setting strategic organizational goals and managing financial operations
- Negotiated critical lease renewals and project contracts, optimizing resource allocation
ISO Quality Systems Manager 13485
Canadian Health Systems
01.2018 - 12.2021
- Conducted internal audits to evaluate the conformance of processes and systems with applicable standards.
- Provided training for staff in quality assurance practices, techniques and principles.
- Reviewed customer complaints and initiated corrective action plans to address product non-conformance issues.
- Investigated process failures and identified root causes using data analysis tools such as fishbone diagrams, Pareto charts.
- Created reports outlining quality system trends, process improvements, audit results.
- Assisted in preparation for external audits by regulatory agencies or customers.
Director of Operations
Appletree Medical Group
01.2012 - 12.2018
- Led operations across two cities, this position involved the management of medical clinics and contact center operations, with a focus on team leadership and operational improvements
- Enhanced clinic performance through comprehensive monitoring and improvement strategies
- Conducted specialized training, contributing to clinical service excellence
- Managed financial budgets and optimized spending efficiency
- Negotiated contracts and managed the opening and ongoing maintenance of new clinics
ISO Internal Auditor 13485
Canadian Health Systems
01.2012 - 12.2018
- Conducted gap analysis to identify areas of non-conformance with ISO standards.
- Developed internal audit plans and schedules for all departments.
- Reviewed and analyzed processes, procedures, policies, and documentation related to ISO compliance.
- Performed detailed audits of management systems and identified any potential risks or issues.
Quality Assurance Manager
Appletree Medical Group
01.2011 - 12.2012
- Developed and implemented a quality assurance program, fostering a culture of clinical excellence that continues to be a standard within the organization
Education
Masters Certificate - Business Analyst
Masters Certificate - Project Management
Masters Certificate - Lean Six Sigma Black Belt
Quality Management Certificate - ISO 13485
Lead Auditor Certificate - ISO 13485
PMP Designation -
Project Management Institute
Skills
- Efficiency Optimization
- Revenue Enhancement
- Operational Process Improvement
- Team Leadership
- Patient Experience Management
- Quality Improvement Strategies
- Comprehensive Project Planning
- Operational Technology Implementation
- Tactical Strategy Formulation
- Results-Oriented Growth Management
- Quantitative Evaluation
- Effective Problem Resolution
- Electronic Record Keeping
- Talent Management
- Strong Interpersonal Skills
- Risk Mitigation Strategies
Affiliations
- PMI International
- PMI Ottawa Valley Chapter
- International Institute of Business Analysis
Educationandprofessionaldevelopment
- Masters Certificate, Business Analyst
- Masters Certificate, Project Management
- Masters Certificate, Lean Six Sigma Black Belt
- Quality Management Certificate, ISO 13485
- Lead Auditor Certificate, ISO 13485
- PMP Designation, Project Management Institute
Professional Highlights
- Pilot Project Leadership, Spearheaded a Medical Directive pilot project, enhancing diabetic care through integrated pharmacy support systems.
- Healthcare Access Initiative, Developed and currently executing a project aimed at providing comprehensive multidisciplinary care to patients lacking a family doctor.
- Turnaround Management, Rescued a floundering project by reopening and operationalizing 8 out of 10 underperforming clinics, resulting in a 600% revenue increase and halving EBITDA within two years.
- Process Innovation, Championed the creation of novel operational processes at Appletree Medical Group, establishing new standards for efficiency and innovation in clinic management.
- Strategic Expansion, Turned around a struggling clinic operations strategy post-acquisition, catalyzing growth after a two-year period of stagnation.
Certification
- ISO Quality Systems Manager, Canadian Health Systems, 01/01/18, 12/31/21
- ISO Internal Auditor, Canadian Health Systems, 01/01/12, 12/31/18
References
References available upon request.
Timeline
Director of Operations
Canadian Addictions Treatment Centres
01.2024 - 12.2024
Director of Health Strategy and Operations
Shoppers Drug Mart
01.2023 - 12.2024
Senior Manager of Health Strategy and Operations
Shoppers Drug Mart
01.2022 - 12.2023
Vice President of Operations
Appletree Medical Group
01.2018 - 12.2022
ISO Quality Systems Manager 13485
Canadian Health Systems
01.2018 - 12.2021
Director of Operations
Appletree Medical Group
01.2012 - 12.2018
ISO Internal Auditor 13485
Canadian Health Systems
01.2012 - 12.2018
Quality Assurance Manager
Appletree Medical Group
01.2011 - 12.2012
Masters Certificate - Business Analyst
Masters Certificate - Project Management
Masters Certificate - Lean Six Sigma Black Belt
Quality Management Certificate - ISO 13485
Lead Auditor Certificate - ISO 13485
PMP Designation -
Project Management Institute
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