KELLY M.

VAUGHN-DAVIS
Phone: (818) 317-1234, kvaughndavis@gmail.com

EXPERIENCE SUMMARY
Dedicated professional with 25 plus years of health care experience including 17 ½ years focused on Alternative Medicine
(i.e. Chiropractic and Massage Therapy). Bringing a unique quality with years of experience being in both medical
administrative experience and physical hands-on therapy experiences (i.e. physical therapy modalities). Over 7 years of
supervisory experience and 13 years of training new employees on workflow, treatment protocols, and company
guidelines. Advanced organizational and time management skills to meet or exceed predetermined fundraising, face-to-
face visit, travel, and portfolio management goals, through effective program/project planning, execution, and evaluation.
Proven record of successful accomplishment and expert knowledge in the field of major gift development and fundraising,
including demonstrated success meeting or exceeding fundraising goals, designing and executing cultivation strategies
that lead to the personal solicitation and closing of major cash and planned gifts. Volunteer management experience,
including recruiting, developing, and empowering active, philanthropically focused volunteer boards; or equivalent
transferrable professional experience. Advanced written, oral, and interpersonal communication skills to establish and
maintain effective working relationships at all organizational levels with both internal and external constituencies. Strong
persuasion and negotiation skills.

EXPERIENCE
University of California Medical Center, Agoura Hills, CA
Patient Communication Center- Quality Analyst June 2016 – Present
● Actively monitor and score agent calls to proactively identify potential learning opportunities
● Ensure collection of information is accurately stored in computer systems
● Perform assigned quality monitoring of call center staff to ensure the highest level of service and quality
● Perform quality checks of agent appointment transactions and review other transaction types as assigned
● Work collaboratively with Coach/Trainer and Supervisors to identify training opportunities for assigned staff
● Assist MSO in reviewing all operational systems, identifying any potential issues seeking opportunities for
process improvements
● Analyze and troubleshoot current office practices and propose solutions to improve patient satisfaction and public
relations
● Review call system reports identifying opportunities for adjustments to staffing or workflows with improving
service levels and behavior medication of representatives
● Assist with facilitating classroom presentation of Quality Assurance form and response to questions and concerns
of hew hires

University of California Medical Center, Agoura Hills, CA

Patient Communication Center, Patient Resolution Specialist Feb 2016 to June 2017
● A resource to Patient Communication Representatives with escalated patient matters (i.e. medication refill, urgent
messages, service complaints, etc.)
● Investigated clinic emails involving any scheduling and/or message errors
● Coordinated issue resolution and service recovery with involved parties, which may include clinic management,
physicians, Patient Communication Center or department administration
● Analyzed and troubleshoot current office practices and propose solutions to improve patient satisfaction and
public relations
● Worked collaboratively with members of the Service & Quality Team to provide support to PCRs in the form of
additional coaching and training
● Liaison coordinator between the physicians, the Practice Manager, and the clinical and non-clinical staff
● Assisted Nurse Triage with scheduling same day/urgent appointments
● Assisted with various Healthy U projects that include following up, analyzing, and collecting data for patient care
census

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University of California Medical Center, Agoura Hills, CA

Patient Communication Center, Patient Authorization Representative Sept 2014 to Feb 2016
● Coordinated referrals from physicians and health care facilities for patients to specialty departments
● Provided a significant level of patient education related to their illness and planned treatment
● Provided a high level of analytical services over the telephone for assigned practices or service areas
● Scheduled & register a variety of appointments for new UCLA patients and answer basic insurance inquires
● Served as the initial point of contact for the UCLA Health System, including the 1-800-UCLAMD1 line, with
guiding callers to particular clinic/service based on information provided by callers
● Promoted core and specialty services to the physician community
● Provided support services in all functional areas of referral management including the utilization of affiliate
services, cultivating, and strengthening referral activities by implementing and promoting professional services

Massage Therapist, Trainer South Beach, FL & Los Angeles, CA April 1997 to Sept 2014
● Provided massage therapy services for various Chiropractor’s offices (Pain Relief Center and New
Millennium Institute of Wellness), hotel, spa (The Setai, Ritz Carlton, and other small boutique hotels) and
client's homes
● Assisted with the training of new therapists on treatment protocols and hotel standards for independent Miami
Massage Company

ESPA @ Acqualina Resort and Spa, Sunny Isles, FL Oct 2006 to Dec 2007/May 2008 to Sept 2011
Dual Spa Therapist/Spa Group Concierge
● Performed various holistic spa treatments including advanced Ayurvedic treatments on spa guests (deep
tissue, relaxation massage, prenatal treatment and massage, body scrub, body wrap, intensive facials)
● Periodically assisted with the inventory of spa supplies and products
● Assisted with the training of new therapists on treatment protocols and hotel standards
● Developed training manual of treatment protocols for Spa Therapists
● Assisted with front desk reservations (guest relations, scheduling treatment appointments, point of sale
transactions)
● Scheduled, organized, and facilitated spa events for groups (Bridal, Birthday, Social Events, etc.)

Le Spa Hair and Beauty Salon, Miami South Beach, FL Dec 2007 to May 2008
Manager of Operations
● Inputted monthly inventory of all professional and retail products and made purchases as needed
● Prepared daily, weekly, and monthly sales reports showing volume and revenue potential
● Attended weekly financial status meetings with owner and budget controller
● Implemented and maintained the new infrastructure of spa and new spa software (i.e. Elite Software)
● Oversaw day-to-day operations of the spa (i.e. client satisfaction, client follow-up, management of staff)
● Developed relationships with the surrounding business for referral networking
● Interviewed, hired, and trained new employees on Spa protocols and standards
● Developed training manual of treatment protocols for Spa Therapists

New Millennium Institute of Wellness, Los Angeles, CA Dec 2000 to Aug 2004
Massage Therapist/Chiropractor’s Assistant
● Performed various physical therapy modalities (myofascial release, neuromuscular re-education, PNF,
strengthening exercises, ultrasound, hydrotherapy, electric stimulation); Triaged (blood pressure, vital signs)
incoming patients
● Assisted with writing worker’s compensation reports and short/long term patient treatments
● Assisted Doctor and Nurse Practitioner with the implementation of customized nutritional diets and correction
of Meridian points
● Created and maintained Excel spreadsheet of incoming revenue and sales reports showing volume and
revenue potential
● Trained and supervised Medical Assistants
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University of California Medical Center, Dept. of Neurosurgery, Los Angeles, CA Oct 1994 to Nov 2000
Administrative Assistant III
● Provided administrative, academic, and patient care services for three Neurosurgery faculty members
● Assumed responsibility for initiation and completion of patient care services; screened patients, scheduled
appointments (i.e. MRI, CT scans, PET scans, and surgeries); coordinated patient referrals; maintained patient
charts; compiled patient billing; composed general patient correspondence
● Arranged and attended financial status meetings
● Coordinated division conferences: designed mail-outs, reserved room, prepared mailing, coordinated catering,
and audio-visual needs
● Interviewed, hired, trained, supervised, and prepared the weekly schedule for student employees
● Developed workflow charts and manual for student employees

EDUCATION/LICENSES
Purdue University Global
B.S. Health and Wellness November 2020
California State Licensed Massage Therapist and Esthetician

SYSTEMS/SKILLS
EPIC, Calabrio, Sharp Focus, Right Fax, Salesforce, ERS, PIMS, Spa Soft, Elite Spa Scheduling, and Weebly Web
Development.

AWARDS & OTHER VOLUNTARY ACTIVITIES

● Purdue University Global - Chancellor’s and Dean’s List GPA 3.98
● UCLA Health Star Award Recipient 2016
● Department Co-Captain for the Light the Night Fundraiser, 2017, 2018, 2019 (Raised $22,000)
● UCLA Patient Communication Center’s Health and Wellness Ambassador
● Coordinator for periodic interdepartmental mobile blood drives