STEVEN LEE
Redlands,CA
Summary
Knowledgeable Operation Director with proven track record in optimizing operational efficiency and streamlining processes. Successfully managed large teams and implemented strategic initiatives that improved productivity and reduced costs. Demonstrated leadership and problem-solving skills to drive continuous improvement and achieve organizational goals.
Overview
1
1
Certification
16
16
years of professional experience
Work History
Director of Operations
Home Instead Irvine–Laguna
Irvine, CA
02.2022 - Current
- Direct daily operations for a rapidly growing healthcare organization serving 45 clients with a workforce of 66 caregivers and more than 1,200 service hours weekly.
- Lead operational improvement initiatives by developing and implementing standardized operating procedures that improved workflow consistency, accountability, and organizational efficiency.
- Monitor key operational performance indicators, staffing metrics, scheduling trends, payroll accuracy, and service outcomes to support leadership decision-making.
- Analyze operational data to identify workflow inefficiencies, recommend corrective actions, and implement sustainable process improvements.
- Coordinate interdisciplinary teams including caregivers, schedulers, HR, payroll, and leadership to ensure high-quality service delivery, regulatory compliance, and continuity of care.
- Managed weekly payroll exceeding $50,000, ensuring compliance with company policies and labor regulations to support financial integrity.
- Led recruiting, interviewing, onboarding, and orientation initiatives to support rapid organizational growth and develop a skilled workforce.
- Maintain accurate operational documentation, compliance records, reports, and confidential employee information while adhering to regulatory requirements.
- Maintained approximately 70% caregiver retention through proactive employee engagement, coaching, and communication to foster a stable workforce.
- Resolve complex staffing and scheduling issues within one hour to minimize service interruptions and maintain continuity of patient care.
- Collaborate with clinical leadership and administrative departments to resolve operational challenges and improve organizational performance.
- Successfully prepared for and supported Department of Social Services and Home Instead franchise audits, achieving zero deficiencies over the past two years.
Licensed Sales Producer / Account Manager
Allstate Insurance – Alsop and Associates Insurance Agency
Chino, CA
08.2017 - 12.2021
- Managed high volume of client accounts, ensuring service quality and adherence to administrative and compliance standards.
- Reviewed daily business metrics for compliance and underwriting, identifying process issues for leadership to address operational gaps.
- Coordinated reporting and workflow for upper management, streamlining administrative operations.
Staff Coordinator / Medication Technician / Caregiver
Parkside Gardens
Hemet, CA
06.2010 - 03.2014
- Supervised medication distribution and ensured compliance with regulations while supporting resident care.
- Developed skills in care coordination, team support, and healthcare operations through hands-on experience.
- Coordinated staff schedules, ensuring optimal coverage and efficient operations.
- Implemented onboarding procedures for new hires, improving training consistency and engagement.
Education
Associate of Arts - Liberal Studies
Mt San Jacinto College
Hemet, CA2012
Associate of Arts - Math and Science
Mt San Jacinto College
Hemet, CA2013
Bachelor of Arts - Business Administration in Healthcare Management
La Sierra University
La Sierra, CA01-2024
Skills
- Healthcare Operations
- Performance Improvement (PI)
- Quality support
- Regulatory Compliance
- Audit Readiness
- Process Improvement
- Operational Reporting
- KPI reporting
- KPI metrics
- Data Analysis
- Project Coordination
- SOP Development
- Staffing Operations
- Scheduling Management
- Payroll Administration
- Microsoft Excel
- Microsoft Office Suite
- WellSky
- Augusta
- Confidential Info Management
- Cross-functional teamwork
- Policy development
- Problem solving
Certification
Former Property & Casualty and Life, Accident, and Health Insurance Licenses
Languages
Fluent in conversational Mandarin
Timeline
Director of Operations
Home Instead Irvine–Laguna
02.2022 - Current
Licensed Sales Producer / Account Manager
Allstate Insurance – Alsop and Associates Insurance Agency
08.2017 - 12.2021
Staff Coordinator / Medication Technician / Caregiver
Parkside Gardens
06.2010 - 03.2014
Associate of Arts - Liberal Studies
Mt San Jacinto College
Associate of Arts - Math and Science
Mt San Jacinto College
Bachelor of Arts - Business Administration in Healthcare Management
La Sierra University