Carmen Natale Email & Phone Number

Cleveland/Akron, Ohio Area

Currently responsible for the overall performance & strategic direction of the Specialty Practice Division of Unity Health Network which is the largest Independent Physician Network in Northeastern Ohio and 3rd largest in the state of Ohio.

Cleveland/Akron, Ohio Area

Defined, integrated and implemented the “Summa Experience” strategic plan across 6 acute care hospitals, outpatient locations, employed physician group and health plan.•Improved patient experience outcomes annually in major service areas including Inpatient, Emergency, Outpatient, and Medical Practices achieving 71% of all areas above the national average and 29% in the top quartile. •Implemented a centralized discharge call center proven to significantly enhance compliance, experience and reduce readmissions•Implemented pre-visit patient engagement technology platform resulting in overall experience of engaged patients being rated at 83rd percentile vs. 47th percentile for those not engaged.•Leveraged CRM technology to respond and track concerns, grievances and compliments through a decentralized service recovery model. Improved response time on average from 30 days to 12 days and policy compliance to 100%.•Managed oversight and compliance of all Value Based Purchasing initiatives achieving 97% all withhold dollars.•Fostered culture of “Servant Leadership” through initiatives involving education, coaching, mentoring and accountability resulting in employees rating engagement in customer experience > 75th percentile nationally. •Incorporated “Language of Caring” skill modules improving physician communication contributing to patient experience increase from the 15th percentile to the 55th percentile nationally.•Initiated Leadership Rounding to Influence program which held all leaders accountable for structured rounding to reinforce key service and safety behaviors. •Developed network of Patient Advocates successfully resolving 5,000+ patients / family concerns annually.•Led all patient experience measurement initiatives, analytics and research to drive targeted improvement and accountability.

Cincinnati, Ohio Area

Architect for the strategic direction of the Outcomes Systems Measurement team focused on aligning clinical and business strategy with measurement. Budgetary control for over $750k and 8 direct reports.•Integrated outcomes measurement into the EPIC electronic medical record system for 100 different clinical conditions in 36 specialties.•Lead organizational transparency initiatives including all external ratings and rankings to assure top performance and alignment with internal measurement and accountability (US News #1 Rated Children’s Hospital, Leapfrog – Safest Hospital, Ohio quality reporting, and CCHMC Website).•Developed a Faculty Leader performance based evaluation system to align organizational and divisional outcomes to meet strategic objectives improving accountability and clinical outcomes.•Oversaw Medical Staff Performance Based Privileging ensuring compliance with standardized measures for re-credentialing and accreditation. •Leadership champion responsible for development and implementation of Organization Balanced Scorecard and Accountability system.

Cleveland/Akron, Ohio Area

Developed and deployed business intelligence infrastructure to provide accurate, objective and unbiased data for operational decision making.•Implemented Labor Productivity Tracking System to achieve approximately $2 million in annual savings by better management of premium labor, skill mix and labor / volume ratios.•Utilized operational benchmarking to target budgeted cost reductions and organization efficiencies achieving $1 million annual savings.•Developed standardized project management methodology and project tracking portfolio to assure a standardized approach and accountability to key operational initiatives.•Developed and implemented strategic plans for effective operational integration of affiliated hospitals determining centralized or decentralized services meeting budgeted targets.•Conducted Annual Employee Opinion Surveys and targeted areas for improvement achieving top quartile performance and NorthCoast 99 Best Places to Work.•Conducted internal service assessments to identify internal customer / supplier relationships resulting in annual improvements in internal service delivery.•Introduced and implemented balanced scorecard methodology and accountability structure identifying actionable objectives and attainment of strategic plan with improvement from a negative operating margin to a +5% margin annually.•Member of the Summa Leadership Institute Faculty responsible for teaching courses in “Management Tools for Success.”

Columbus, Ohio Area

Created and directed Analytical Services Department to effectively organize analytical resources and decision support systems to drive quality improvement, compliance and clinical operations.•Coordinated development and implementation of an executive information system (EIS) integrating key clinical, financial, and patient satisfaction data accessible to end-users.•Designed and managed process improvement structure for all departmental clinical process improvement teams.•Conducted functional health research in a variety of patient populations (stroke, CHF, COPD, total hip/knee, etc.)•Coordinated development and implementation of severity adjusted confidential physician profiling system to improve clinical/financial outcomes and worked directly with physicians on improvement.•Managed oversight and contract management of employed physicians.•Served as internal consultant providing consultation to executive management, physicians, and clinical leaders regarding decision analysis. •Member of the OhioHealth Board of Directors Quality Committee to guide and provide oversight of strategic initiatives.

Bachelor'S Degree

Master Of Science (M.Sc.), Industrial And Organizational Psychology