Ashley Patterson, MBA, PMP, LSSGB, CMA

As Director of Operations, I lead strategy, process improvement, and team development for our Accounting, Support, Training, & Quality Assurance departments to ensure that we are delivering results efficiently and at the highest standard. With a background in Quality Assurance, Business Process Analysis, Product Development, Project & Program Management, I bring a strong focus on compliance, risk management, and operational excellence, ensuring that every stage of procurement supports both business goals and our vendor and member needs. I thrive in dynamic, fast-paced environments where attention to detail and big-picture thinking must go hand in hand. From streamlining workflows and implementing performance improvement, my role centers on building sustainable growth and operational resilience. Key strengths include: - Operational leadership and cross-functional team management - Quality assurance, compliance, and process optimization - Construction, IT, & Operations Project Management - Product Development - Workflow Diagram Creation - Developing KPIs and SMART Goals - I’m passionate about aligning people, processes, and technology to create reliable operations that deliver measurable impact in the construction sector.

In my role, I focus on driving continuous improvement, client satisfaction, and operational excellence. I helped design and implement our application for post-project surveys, which allows us to collect and analyze client feedback. I oversee survey distribution, evaluate results, and take action—whether that’s arranging additional training, introducing clients to their Program Manager, or addressing other needs. I lead quarterly review meetings with our VP of Construction, where we assess past performance and align on goals for the upcoming quarter. I also manage the planning and execution of our annual TIPS Construction Summit, which brings together 200+ attendees to collaborate, share best practices, and strengthen partnerships. Key areas of expertise include: - Quality assurance & process improvement - Client experience management - Data analysis & reporting - Training & development - Cross-functional collaboration - Event planning & stakeholder engagement

As Program Manager, I oversaw a portfolio of initiatives that spanned the organization, ensuring alignment between executive leadership, customer priorities, and internal teams. I led cross-functional collaboration to deliver on strategic goals, provided executive-level reporting, and drove process improvements to strengthen project delivery. - Directed multiple high-impact projects simultaneously with a focus on business outcomes - Served as the key liaison between customers and leadership, shaping deliverables to exceed expectations - Delivered monthly executive presentations in Austin, guiding decision-making with data-driven insights - Partnered with business development on RFPs to define project management strategies and ensure competitive positioning

As Program Manager, I functioned as Portfolio Manager for the PMO, overseeing a portfolio of our larger Global eCommerce initiatives valued in the Millions. I drove alignment across cross-functional stakeholders through regular portfolio reviews and led the monthly executive leadership meeting. I built and rolled out the end-to-end project intake and execution framework—Research, Resource, Roadmap, Release, Review, Refine - which standardized delivery, improved project success rates, and accelerated time-to-market. In addition, I developed all supporting documentation and delivered enterprise-wide training, enabling all Global eCommerce departments to fully adopt and execute against the new process.

As Business Process Manager, I designed and managed scalable processes to improve both analytics delivery and organizational training. Business Intelligence & Analytics: Built and led the end-to-end intake and development process for dashboards and reports. Standardized workflow included idea intake, stakeholder review (approval/denial/training redirection), design, implementation, user acceptance testing, standard operating procedure form creation, and continuous improvement. This framework reduced redundant requests and improved delivery efficiency. Training & Development: Developed process frameworks for analyzing workflows, mapping business processes, and implementing automation to boost productivity. Collected and analyzed user stories and data trends to inform future process design, enabling more effective training strategies and measurable business improvements. Key achievements: - Streamlined Business Intelligence request intake, cutting review/approval time. - Improved adoption of Business Intelligence dashboards/reports. - Introduced automation in training workflows that increased productivity. - Enhanced process visibility through process mapping and data-driven improvement strategies.

- Established and implemented Project Management Office processes to streamline project intake, tracking, and reporting, improving efficiency and alignment across IT and Operations. - Led IT and Operations projects including application sunsetting (eClinicalWorks), construction remodels, new clinic openings, and the second Epic implementation (community connect model), ensuring on-time delivery and budget adherence. - Identified opportunities to reduce electronic health record costs, generating significant annual savings for the company of over $250,000 annually. - Co-developed the Capital Expenditure Form and standardized project charters, templates, progress reports, and leadership dashboards, enhancing executive visibility and decision-making. - Drove cross-functional alignment and process adoption through structured training and reporting, strengthening team compliance with new PMO processes. - Developed workflow diagrams via Visio to document current state, planned future state, and improved process flow. - Led multiple process-improvement initiatives for the ambulatory clinics to improve patient wait and care time, provider documentation time and create better clinic flow.

- Drove strategic sourcing and procurement initiatives to optimize costs, streamline supplier relationships, and support organizational goals. Key responsibilities include: - Analyzed spend data, supplier performance, and market trends to identify cost-saving opportunities and mitigate supply risks. - Developed and maintained sourcing strategies, RFPs, and contract negotiations to ensure favorable terms and alignment with business objectives. - Collaborated cross-functionally with operations, finance, and stakeholders to ensure procurement processes support project and departmental needs. - Monitored supplier performance, track KPIs, and provide actionable insights to improve efficiency, compliance, and supplier partnerships. - Supported budgeting and forecasting by providing detailed procurement analytics and reports for leadership decision-making.

- Supported ambulatory clinics (eClinicalWorks) and EMS (Zoll) with training, system functionality, and workflow optimization. - Created provider dot phrases and managed MIPS reporting to improve clinical efficiency and compliance. - Implemented process improvements and leveraged data analytics to drive operational enhancements and adoption across departments.