Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Bianca Lohja

Scottsdale

Summary

Dedicated, and results-driven, with proven experience leading hospital operations, staff development, and client relations, in fast-paced settings. Skilled in optimizing workflow efficiency, controlling labor costs, and driving revenue growth while maintaining the highest standards of patient care. Adept at coaching and mentoring teams, fostering a collaborative work environment, and implementing process improvements to support long-term hospital success. Recognized for rebuilding underperforming hospitals, strengthening client trust, and empowering staff to deliver compassionate, high-quality veterinary care.

Overview

17
17
years of professional experience

Work History

Practice Manager

Banfield Pet Hospital
01.2021 - Current
  • Hospital operations management
  • Revenue optimization, and financial analysis
  • Labor cost control, and scheduling
  • Turnaround, and change management
  • Strategic planning, and process improvement
  • Staff development, and mentorship

Lead Surgery Technician - Shift Lead

Green Tree Animal Hospital
01.2019 - 01.2021
  • Oversaw and assisted in a wide variety of surgical procedures, ensuring strict compliance with aseptic techniques, and patient safety protocols
  • Trained, mentored, and supervised veterinary technicians and assistants in surgical preparation, anesthesia monitoring, and recovery care
  • Managed surgical schedules, equipment readiness, and inventory of medical supplies to support efficient daily operations
  • Implemented process improvements that reduced surgical turnover times, and improved patient outcomes
  • Collaborated closely with veterinarians to anticipate needs, and support advanced procedures

Veterinary assistant

Glen Oak Dog and Cat Hospital
01.2016 - 01.2017
  • Assisted veterinarians and technicians during exams treatments, and procedures by safely restraining patients and preparing supplies
  • Monitored and cared for hospitalized patients
  • Supported front desk operations by scheduling appointments, admitting/ discharging patients, and providing client education
  • Managed inventory and restocking of medical supplies to ensure readiness for daily operations

Escalations Manager

Swift Prepaid Solutions
01.2013 - 01.2016
  • Acted as primary point of contact for complex customers concerns
  • Resolving escalated issues with professionalism, and empathy
  • Investigated complaints by gathering details, reviewing account history, and collaborating with internal departments to deliver fair solutions
  • De-escalating high-tension situations through active listening, conflict management, and clear communication
  • Documented escalation cases accurately, identifying trends to support process improvements, and enhance customer satisfaction

Office manager

Wellness at Work
01.2009 - 01.2013
  • Oversaw daily front office operations
  • Payroll
  • Schedules
  • Labor control
  • Maintained accurate financial records, processed billing/ payments, and tracked inventory of retail and clinic supplies

Education

College of Lake County
01.2020

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William Howard Taft High School
01.2012

Skills

    Team leadership & staff development

    Operational & workflow management

    Financial oversight (budgeting, revenue, and labor control)

    Client relations & communication

    Regulatory compliance & safety standards

    Training, coaching & performance management

    Conflict resolution & problem-solving

    Inventory & supply chain oversight

    Strategic planning & process improvement

Languages

Serbian
Full Professional

Timeline

Practice Manager

Banfield Pet Hospital
01.2021 - Current

Lead Surgery Technician - Shift Lead

Green Tree Animal Hospital
01.2019 - 01.2021

Veterinary assistant

Glen Oak Dog and Cat Hospital
01.2016 - 01.2017

Escalations Manager

Swift Prepaid Solutions
01.2013 - 01.2016

Office manager

Wellness at Work
01.2009 - 01.2013

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William Howard Taft High School

College of Lake County

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Bianca Lohja