JEFFREY D.

CUSTER
3506 Stoney Ridge Road | Midlothian, Virginia 23112
(804) 366-9568 | jc10b631a@westpost.net
______________________________________________

Change Management | Needs Assessment | Cost-Benefit Analysis | Operational Overs

ight | Quality Assurance
Financial Control | Contract Negotiations | Client Relations | Personnel Oversig
ht | Employee Retention
Collaborative Team Building | Budget Management | Business Development | Relatio
nship Building
- QUALIFICATIONS SUMMARY -
Highly-accomplished health care manager with many years of comprehensive experie
nce and an exceptionally strong track record of success analyzing needs, reducin
g costs, increasing revenues, and providing the healthcare community with expert
organizational leadership. Strategic, analytical thinker who excels at analyzin
g situations and implementing process improvements and creative solutions to sol
ve even the most complex problems. Transformational change agent with a proven h
istory of turning around underperforming organizations.
- CORE COMPETENCIES -
* First-rate communication and interpersonal skills to easily establish trusting
rapport with all individuals
* Friendly and positive team player who enjoys working in a collaborative enviro
nment to meet goals
* Empowering and respected natural leader with proven team-building and employee
-development skills
* Adept at exceeding client expectations while maximizing opportunities to incre
ase revenue and productivity
- PROFESSIONAL EXPERIENCE -
Regional Operations Director, DaVita Dialysis, Richmond, VA 8/06 - 11/10
Direct and oversee regional operations and provide strategic leadership to 13 ch
ronic care dialysis centers and 12 acute care hospitals. Evaluate operational ef
fectiveness at all service sites and implement process improvements to increase
efficiency, productivity, quality. Built and now lead an execution-minded team o
f 243 quality employees. Evaluate employee performance and provide constructive
feedback and coaching to increase individual productivity levels. Hold full fisc
al (P&L) responsibility for all service sites and direct financial planning effo
rts.
* Transformed a region in disorder into a functional and profitable region, taki
ng the region from a ranking of 4th in the division to a ranking of 1st in the d
ivision-with a very high ranking in the entire DaVita organization
* In only four years of employment, increased regional level of quality care by
15%, increased overall regional profits by 20%, and increased regional client re
tention by 15%
* Increased overall revenues by effectively controlling expenses and negotiating
favorable contracts
President and Consultant, Custer Enterprises, LLC, Midlothian, VA 8/04 - 8/06
Conceptualized (from scratch), developed, and established this successful consul
ting company providing strategic planning and operational management to numerous
private medical practices. Conducted extensive networking to build a strong and
loyal clientele base. Spearheaded and directed several office relocations, open
ings, and closures. Negotiated favorable contracts with insurance carriers to re
duce costs. Conducted cost-benefit analysis and analysis of client financial per
formance, and then provided expert recommendations to strengthen the bottom line
.
* Significantly increased client revenues by over 200% (above consultant fee)
Jeffrey D. Custer | Resume Page 2 | (804) 366-9568 | jc10b631a@westpost.net
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Practice Administrator, Cardiovascular Associates of Virginia, P.C., Richmond, V

A 7/94 - 8/04
Directed operations for this cardiology practice with 13 physicians and 63 staff
members throughout several office locations. Designed and opened five new offic
es. Hired and discharged physicians and practice employees. Authored and impleme
nted an operational manual outlining personnel procedures. Negotiated with insur
ance carriers to maximize reimbursements and with vendors to reduce supply costs
. Modified physician pay scales and developed and administered the practice budg
et. Cultivated positive relationships with administrators, bankers, accountants,
and attorneys. Served in a leadership role as a member of the Virginia Health Q
uality Council.
* Increased practice revenue by 14% (over $1M annually) through the addition of
profitable ancillary services
* Partnered in establishing a state-wide cardiology practice network and led the
practice to a position of strength in the cardiology community throughout the R
ichmond market
* Increased annual practice revenue by over $35K by negotiating nuclear service
readings away from radiologists
* Significantly reduced transcription costs by over $200K by implementing an ele
ctronic medical records system that included voice recognition transcription
* Decreased expenses to below MGMA averages by closing eight office locations an
d implementing standardized policies and procedures at remaining office location
s
* Saved over $50K per year by negotiating preventative maintenance contracts wit
h vendors
* Negotiated service contracts with all hospitals in the area for non-invasive l
ab times
* Saved over $78K in management/transaction fees by changing providers of the Pe
nsion and Profit Sharing Plan
- EDUCATION -
Bachelor of Science, Health Care Management - Virginia Commonwealth University,
Richmond, VA
Associate of Arts, Pre-Physical Therapy - Wesley Junior College, Dover, DE
- PROFESSIONAL MEMBERSHIPS -
Medical Group Management Association (MGMA)