Candice Hieber Email & Phone Number

Support the design, implementation, and evaluation of high-priority projects through data collection, analysis, project management, and reporting Serve as the day-to-day project point of contact for local leaders, escalating issues to internal team leadership as needed Design and perform analyses to support project work group’s decision-making and monitor performance Develop tools to independently track and report on project performance against goals Facilitate project-related meetings and discussions, helping to create an atmosphere of collegiality and bringing discussion to resolution. Support the work of project-related committees, work groups, and teams to drive decision-making and support effective communication

Winchester Hospital (Bilh) / Highland Healthcare Associates Ipa

Responsible for developing project timelines, assigning task responsibilities to appropriate individuals/teams, and identifying external resources to ensure timely completionAssess project/program progress, adjusting approach and priorities as needed to meet required goals and deadlines Manage project-related communication between various individuals, teams and departmentsPrepare materials related to Highland and/or TMIN initiatives/projects for newsletter and website publicationCollaborate with PCP and specialty practices to address individual performance improvement opportunitiesSchedule and lead meetings, set agendas, take minutes, and assign action items for subsequent meetings Anticipate potential obstacles, work with associated individual/team to troubleshoot and identify solutions as neededManage/oversee multiple projects simultaneouslyAppraise Medical Directors and stakeholders of ongoing project progress

Greater Boston Area

Supervised/mentored a support staff of 60+ in a busy primary care setting that treated 32, 000+ patients and received 20,000+ calls per month Responsible for building/maintaining cohesive and successful department teams through interviewing, hiring and continual coachingOversaw primary care department’s Care Improvement Process, identified areas for improvement and implemented department process updatesCollaborated with the Medical Director and Site Administrator as neededDirected the ongoing management of the scheduling template program for primary and urgent care departmentsOversaw customer support processes and manage them to enhance customer satisfaction Coordinated, implemented and monitored department’s annual budgetGuided department in being DPH compliant and inspection-ready at all timesAnalyzed Press Ganey comments

Greater Boston Area

Consistently audited department and staff protocols to coordinate and implement updates to keep up with the needs of the practiceDepartment liaison for EPIC/IT team during roll-out of patient self-scheduling software via the Myhealth EPIC feature as well as an experiment in telemedicine, identifying system problems and solutionsServed as a primary resource to address/resolve department concernsParticipated in creating the administrative and clinical structures of the first clinical weight management program at HVMALead manager on the project group that created the “Warm Hand Off” process that transitions complex pediatric patients into primary careWorked with HVMA’s Education Department to match residents from the BI’s residency program with clinical mentors, manage their department onboarding, and the logistics of their clinical, assisted in the expansion of the program to include resident from other local programs including BWH Continued to identify, track, and manage quality metrics on MDI boardsAdvised senior leadership on realistic budget parameters via patient encounters

Greater Boston Area

Supported all levels of clinical staff with managing their schedules as well as department schedules for Internal Medicine, Urgent Care and Student HealthAnalyzed clinical access data and wrote formalized reports for corporate LEAN reportingActed as a liaison between senior leadership, clinicians, patients and support staffCoordinated management, individual, and multi-clinician/departmental meetings as neededCreated and implemented multi-departmental protocols and acted as a consultant to other HVMA sites when they opted to install said protocols within their own departmentsIdentified scheduling/booking patterns that were or could impact clinical productivity goals/expectationsTrain and mentor team leaders, clinical supervisors and schedulers for other HVMA sitesManaged administrative needs of several departments when department supervisors were off-site or away, employing service recovery techniques to resolve patient concerns/complaintsAdvised senior leadership on realistic budget parameters via patient encountersIdentified ways to improve how primary care meets HVMA quality metrics, as well as maintained metrics and drivers on department MDI boards

Greater Boston Area

Directed incoming and outgoing communications to appropriate parties efficientlyScheduled appointments and tests for patientsAssisted scheduling coordinator in maintaining department scheduleResolved communication issues between third parties (pharmacies, medical equipment vendors, outside specialists, etc.) and patients to ensure patient needs were being met in a prompt mannerParticipated in LEAN program implementationCoordinated Travel Medicine Program for the patients at the Kenmore location

Greater Boston Area

• Transcribed physician orders accurately and updated patient information• Directed incoming and outgoing communications to appropriate parties efficiently• Worked in all inpatient areas, including intensive care, telemetry, PACU, and case management• Assisted unit case managers in ascertaining post-operative needs/care for patients after discharge