April Gaines

April Gaines

Experienced Project Manager
  • San Antonio, Texas
  • July 14, 2019

Accomplished Project Management professional with more than 21 years of experience within large, diverse organizations. Expertise in Healthcare and Human Resources Administration, with breadth of experience in Program Management, Compliance, Team and Talent Management, and information privacy and security. A natural communicator and skilled leader, effectively guiding high-performance teams to accomplish strategic and organizational goals, while simultaneously adapting to shifting situational conditions. Success derived from application of lessons learned analysis and industry best practices used to brief executive stakeholders, identify and resolve issues, effectively manage programs and resources, and boost employee morale. United States Air Force Veteran, Secret security clearance.

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Professional Project Manager @ Project Management Institute
Mar 2019 — Jun 2019
Master Healthcare Administration @ Trident University
Jan 2012 — May 2013
Master Business Administration @ Webster University
Aug 2002 — May 2003
Buiness Administration/Human Resources @ Regis University
Dec 1998 — May 2002


Director, Health Services Management @ United States Air Force
Jun 2017 — Current

Senior consultant accountable for training, resourcing, and utilization of 2nd largest medical career field in the Air Force. Plans, organizes and executes strategic initiatives for 5K+ employees across 76 hospitals, servicing 260K population.
Piloted Health Benefits and Patient Administration leadership course and developed core competencies and curriculum. Implemented training platform for 214 managers across 76 facilities.
Conducted corporate site visits and evaluated training programs and operation practices, recommended corrective actions for compliance and employee concerns to executive stakeholders.
Guided hiring, retention, and training practices for 2.4K employees. Identified 52 new competencies and re-certified 476 performance standards, ensured 100% task validation of staff training needs.
Led team of 12 senior managers and crafted strategic communication plan. Re-designed social media and mobile app platforms and drove 80% increase in staff engagement.
Streamlined career entry requirements for 400 new recruits annually and aligned prerequisites with corporate strategic mission objectives. Bridged functional training deficiency, first in 5 years.

Senior Human Resource Program Manager @ United States Air Force
Jun 2015 — Jun 2017

Senior advisor for the largest military medical center in the Air Force. Oversaw a $155M budget supporting 376K DoD/VA beneficiaries. Led employee relations programs for 2.5K staff and ensured facility accreditation throughout the enterprise.
Initiated staff needs assessment survey for 435 employees, performed exit interviews, identified gaps, and conducted training and education workshops. Efforts were benchmarked across 7 organizations.
Identified and prioritized employee hiring actions for multiple regional areas, handled and mitigated resourcing staffing concerns. Maximized staff fill rate for 12 medical facilities and organizations.
Evaluator for senior level promotion board and reviewed performance records for 980 candidates. Highlighted top 2% of high performing employees for promotion advancement.
Guided High Reliability Organization initiative and certified 45 trainers and safety coaches. Reduced patient harm events 50% and earned “Best Inpatient Safety Program” in the Air Force.

Senior Human Resource Program Manager @ United States Air Force
Mar 2013 — Jun 2015

Principle senior advisor responsible for training and utilization of 78 employees with the Medical Support Division. Oversaw a $20M budget supporting 163K multi-service market population. Led organization’s recognition, development, and performance evaluation programs. Served as the enterprise Customer Relations Manager, Benefits Counselor and Compliance officer.
Overhauled call center operations during 44% staff turnover period, reallocating resources to tackle 9K appointment scheduling. Reduced abandon call rate by 56% and improved customer satisfaction.
Initiated electronic patient grievance tracking system. Executed training to 19 enterprise stakeholders, reduced response and resolution time by 46%.
Led Cyber Readiness Inspection preparation and mitigated 11.8K security threats despite 33% staff gap. Earned “Excellent” score, rated #1 in region, and top 10% across the Department of Defense.
Audited medical records and identified/rectified 232 critical data errors. Drove zero discrepancies for 7 consecutive months, ranked #1 of 178 Patient Safety programs in the DoD.

Senior Human Resource Program Manager @ United States Air Force
Mar 2012 — Feb 2013

Senior advisor responsible for training and utilization of 84 employees within the Medical Operations Division. Oversaw a $20M budget supporting 163K multi-service market population. Led recognition, development, performance evaluation and employee relations programs.
Managed high risk population and resourced clinical practice guideline managers. Increased preventative care compliance by 43% and reduced urgent care visits 44% - 18 of 19 ‘best in region’.
Implemented a business support tool for appointments and initiated automated call-back patient reminder notifications, reduced no-shows by 54% and generated a $154K yearly savings.
Facilitated Family Medicine clinic operations and monitored delivery of 9K visits while ensuring 97% access to care, exceeding business plan goal by 31% and earning a $78K incentive award.
Implemented electronic claims management program across 5 departments. Recaptured 5.8K billable accounts and $143K in reimbursements.

Manager, Medical Readiness & Contingency Operations @ United States Air Force
Mar 2011 — Feb 2012

Led unit deployment functions for 207 personnel, six deployable units, and four equipment cargo packages. Managed training programs to ensure compliance and served as Security Program manager for 397 employees.
Led critical operations employee training programs. Tracked and reported compliance to regional and corporate level. Earned two best practices and compliance - ranked #2 in region.
Audited 47 functional departments and analyzed operation requirements / timeliness. Identified and rectified 140 discrepancies, briefed executive stakeholders, and drove 100% compliance in one month.
Initiated and validated security clearances for employment. Coached and trained staff on case submission, ensured zero security incidents or gaps in account access for IT systems.

Senior Human Resource Program Manager @ United States Air Force
Jul 2010 — Mar 2011

Senior advisor responsible for training and utilization of 91 employees. Oversaw an $8.2M budget supporting 9.9K beneficiary population. Led recognition, development, performance evaluation and employee relations programs.

Led Business Expense Accounts program and executed a tracking and reporting system, briefed executive stakeholders on status, and reduced delinquent accounts by 575%.
Piloted an employee performance evaluation tracking system, showcased as ‘best in command’ by senior stakeholders. System drove zero late reports and was benchmarked across 16 organizations.
Managed compliance program for 35 functional departments. Audited self-inspection reports and coordinated executive stakeholder briefings, earned clinic re-accreditation by AAAHC survey.

Manager, Resource Management, Health IT, Human Resources @ United States Air Force
Feb 2009 — May 2010

Led a team of 17 staff across three functional work centers supporting 9.9K beneficiaries, while executing a $8.2M operating budget. Oversaw a $1.2M IT equipment inventory and handled all in-out processing actions for 270 employees.

Oversaw claims management program and implemented an electronic insurance verification system, recouped $212K, surpassed goal by 222%, and increased budget 45% with collections at 3-year high.
Oversaw implementation of a $450K Digital Dental Radiology system and eliminated film usage for 3.5K beneficiaries, produced savings of $56K and 12.8K man-hours annually.
Managed employee timecard program. Monitored compliance and transmitted staff / expense data reports to corporate office in less than 24 hours - ranked #2 of 36 facilities with no report delays.

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