Kylee Thompson
Philadelphia
Summary
Experienced general manager specializing in healthcare customer service, adept at fostering teamwork and improving service delivery. Demonstrated ability to implement effective customer service initiatives that result in measurable improvements in client satisfaction. Strong background in art design and marketing, leveraging creative skills to enhance brand visibility and customer engagement.
Overview
19
19
years of professional experience
Work History
General Manager
Schweiger Dermatology & Allergy Group
Philadelphia
06.2024 - Current
- Lead day-to-day operations across 3 busy dermatology clinics: managed and coached 43+ clinical, administrative, and support staff.
- Developed high-performing team that achieved operational excellence and enhanced service delivery.
- Perform as a stable operations leader - displays strong leadership that achieves KPIs and measurable goals as outlined by the RM team.
- Optimized operational processes to meet staffing percentages and adhere to budgetary goals.
- Effective and collaborative management - able to effectively collaborate with other company departments/teams to achieve successful results.
- Independently drive key changes and transformation initiatives aligned with organizational strategic goals.
- Culture of Positivity NPS for providers & staff >82.
- Audited SOPs and ensured compliance across all center levels while supporting providers.
- Held team accountable for C.A.R.E core habits, fostering a culture of accountability and excellence.
- Lead marketing initiatives, community outreach, and expansion support.
General Manager Mentor
Schweiger Dermatology Group
Philadelphia
04.2024 - Current
- Mentored and onboarded new General Managers to enhance leadership effectiveness across the organization.
- Developed a structured 90-day onboarding program with weekly coaching and operational training.
- Delivered workshops and performance coaching to elevate skills of underperforming managers.
- Ensured training aligned with organizational SOPs and regulatory standards to maintain compliance and operational integrity.
Assistant General Manager
Schweiger Dermatology
Philadelphia
06.2023 - 06.2024
- Led operations with strong leadership that achieved key performance indicators (KPIs) in financial collections, no-show rates, and provider utilization.
- Built and developed a high-performing team to deliver exceptional operational outcomes and streamlined processes.
- Fostered a culture of positivity among providers and staff by implementing initiatives that improved the Net Promoter Score (NPS) above 82.
- Optimization of operational processes to deliver on goals – staffing percentages and budget adherence
- Effective and collaborative management - able to effectively collaborate with other company departments/teams to achieve successful results.
- Independently drive key change and transformation initiatives aligned with organizational strategic goals
- Conducted audits of SOPs and ensured compliance across all center levels while coaching and developing staff to elevate performance standards.
- Ensured team accountability for C.A.R.E Core Habits through regular performance evaluations and feedback sessions.
- Completed various additional tasks assigned by the supervisor to support team objectives and enhance workflow.
Lead Patient Coordinator
Schweiger Dermatology Group
Philadelphia
01.2022 - 01.2023
- Led insurance verification, prior authorizations, and payment collection to ensure seamless patient financial interactions.
- Coordinated continuity of care and follow-up scheduling, facilitating effective patient management.
- Supervised front desk operations, enhancing scheduling processes and maintaining high service quality.
- Trained staff in EHR usage, billing workflows, and patient communication standards.
- Managed inventory and vendor communication.
Patient Coordinator
Schweiger Dermatology Group
Philadelphia
01.2021 - 01.2022
- Handled incoming phone calls, scheduling tasks, and online leads promptly while ensuring a positive experience for each caller.
- Promote a professional and welcoming atmosphere to enhance quality of service and care offered to patients and for respective provider(s)
- Facilitated provider to patient flow by anticipating provider’s next steps to improve patient interaction and care.
- Managed inventory responsibilities and stocked supplies and equipment.
- Participated in all in-house training and continued education opportunities to enhance skills and service delivery.
Lead Service Coordinator
Home Instead Senior Care
Anchorage
01.2020 - 01.2021
- Matched caregivers with clients, ensuring alignment of medical needs and competencies for optimal care delivery.
- Coordinated care schedules, accommodating diverse client needs and preferences to enhance service continuity.
- Managed urgent staffing needs with rapid response strategies.
- Built complex schedules minimizing overtime and preventing service disruptions.
- Collaborated with healthcare professionals to ensure comprehensive care delivery.
- Communicated with families to address concerns and provide support, fostering satisfaction with care services.
- Documented services for QA, billing, and care reviews.
Assistant Front Desk Manager
The Hotel Captain Cook
Anchorage
01.2018 - 01.2020
- Managed front desk scheduling and collaborated with HR on hiring and performance plans, streamlining staff coverage.
- Oversaw front desk operations, enhancing guest satisfaction and ensuring effective service recovery.
- Trained and supervised front desk staff; analyzed feedback to improve service delivery.
- Manage guest reservations, check-ins, and check-outs efficiently using hotel management software.
- Manage guest inquiries, complaints, and requests promptly and effectively.
- Greeted and assisting guests with the registration and checkout process, ensuring a seamless and welcoming experience.
- Coordinate with other hotel departments to fulfill guest needs and ensure cohesive guest experience.
- Provided information and assistance with special requests, hotel events, and local attractions.
- Managed operations across all hotel departments as Manager-on-Duty, ensuring seamless service delivery.
- Oversaw scheduling of front desk staff to ensure coverage.
Lead Leasing Manager
The Golf Villas Luxury Apartments
Tucson
01.2015 - 01.2017
- Oversaw lease management for potential and existing clients, ensuring compliance and client satisfaction.
- Coordinated and scheduled lease applications while adhering to compliance requirements.
- Execute new lease agreements and coordinate move-in processes.
- Prepared and organized lease-related paperwork to facilitate efficient leasing processes.
- Develop marketing strategies for rental listings to attract potential tenants.
- Coordinated property viewings and follow-ups while maintaining updated contact management database for streamlined communication.
- Manage regulatory and compliance related services.
- Respond to queries/leads and conduct property inspections.
Hair Stylist
Fringe Hair Salon
Tucson
01.2011 - 01.2013
- Delivered customized hair services and product education, enhancing client satisfaction.
- Conducted consultations to recommend styles and treatments, improving client outcomes.
- Built strong client relationships, resulting in repeat business and referrals.
- Partnered with team members to create a cohesive client experience, fostering loyalty.
- Managed appointment scheduling and maintained an organized workstation.
- Uphold strict sanitation, safety, and state compliance standards.
Sales Associate
Planet Beach Contempo Spa
Tucson
01.2007 - 01.2011
- Assisted clients in selecting spa services and products tailored to their needs.
- Educated customers on skincare benefits and recommended tailored treatments to meet individual needs.
- Promoted membership programs and upsold additional services, enhancing client satisfaction and loyalty.
- Delivered skincare and wellness consultations.
- Processed transactions efficiently while providing excellent customer service experience.
- Managed transactions and streamlined inventory systems to ensure accurate stock levels.
- Managed appointment scheduling using spa management software for optimal service flow.
- Handled client inquiries and resolved concerns in a timely and professional manner.
- Ensured safety compliance for tanning protocols.
Education
Certificate Program - Graphic And Digital Design
Noble Desktop- Digital Design School
New York, NY12-2025
License - Cosmetology
Regency School of Cosmetology
Tucson, AZ01-2012
Associate of Arts - Fine Arts
University of Arizona
Tucson, AZ01-2010
Skills
- Electronic Medical Record (EMR) Systems
- EMA (Modernizing Medicine)
- Klara Patient Communication Platform
- Qlik (Data Analytics & Reporting)
- Microsoft Power BI
- Microsoft Office
- Figma (UI/UX Design)
- Adobe Photoshop
- Adobe Illustrator
- Adobe InDesign
- Procreate
- Graphic design
- Marketing strategies
Locations
- Philadelphia, PA
- Brooklyn, NY
Design Skills
- Figma (UI/UX Design)
- Adobe Photoshop
- Adobe Illustrator
- Adobe InDesign
- Procreate
Websites
Timeline
General Manager
Schweiger Dermatology & Allergy Group
06.2024 - Current
General Manager Mentor
Schweiger Dermatology Group
04.2024 - Current
Assistant General Manager
Schweiger Dermatology
06.2023 - 06.2024
Lead Patient Coordinator
Schweiger Dermatology Group
01.2022 - 01.2023
Patient Coordinator
Schweiger Dermatology Group
01.2021 - 01.2022
Lead Service Coordinator
Home Instead Senior Care
01.2020 - 01.2021
Assistant Front Desk Manager
The Hotel Captain Cook
01.2018 - 01.2020
Lead Leasing Manager
The Golf Villas Luxury Apartments
01.2015 - 01.2017
Hair Stylist
Fringe Hair Salon
01.2011 - 01.2013
Sales Associate
Planet Beach Contempo Spa
01.2007 - 01.2011
Certificate Program - Graphic And Digital Design
Noble Desktop- Digital Design School
License - Cosmetology
Regency School of Cosmetology
Associate of Arts - Fine Arts
University of Arizona