Cassandra Willis-Abner Email & Phone Number

South Bend, In, Us

Livonia, Mi, Us

Livonia, Mi, Us

Trinity Health is one of the largest multi-institutional Catholic health care delivery systems in the nation, serving diverse communities that include more than 30 million people across 22 states. Trinity Health includes 94 hospitals, as well as 120 continuing care programs that include PACE, senior living facilities, and home care and hospice services. Responsible for the creation and implementation of a national strategy and framework to support consumer experience and creating/sustaining a diverse and inclusive organization mirroring the communities served.

Ann Arbor, Mi, Us

Operational scope includes Customer Service Excellence, Paging & Information Services, Entrance Services, Valet Services, Retail Contract Services, Security Services, House Officers Association, Gifts of Art, Comprehensive Healing Music Program and Parking & Transportation Services.

Ann Arbor, Mi, Us

Responsible for transforming the service excellence aspects of the patient/family/employee experience for the University of Michigan Health System. A successful change agent with corporate oversight responsibility to design, plan and direct integration strategies, which promote and support achieving ideal experiences for all stakeholder groups (patients, families and employees). Key Achievements: -Developed curriculum and framework, used to train over 1,650 leaders and has spread to over 17,000 of the total 25,000 UMHS employees. -Created service excellence standards and philosophy adopted by the entire health system.-System achieved and maintained record-high patient satisfaction scores since 2013 while activity at all-time highs. -Developed department and infrastructure from inception, including staffing (team of internal consultants and trainers), policy development, and framework implementation.-Established and fostered strong professional relationships with customers, staff, and physicians, across all levels of the organization. Maneuvered through complex political situations and effectively managed sensitive matters.-Corporate oversight of Customer Service Excellence, Entrance Services, Hospital Paging and Information Services consisting of both bargained for and non-bargained for staff.

Ann Arbor, Mi, Us

Created from inception and managed the operational and administrative activities associated with the UM Hospitals and Health Center’s managed care contractual agreements, which represent over $500M annually in professional and facility related charges. Directed a department that consisted of four divisions: Provider Services and Network Development, Member/Enrollment Business Services, Referral and Authorization Support Services and Training and Education.Key Achievements: -Successfully created a managed care operations infrastructure from the start-up, including staffing, policy development, and framework implementation.-Led multiple revenue recovery and waste reduction efforts, reducing write-offs over $15M in Fiscal Years 2004 to 2007. Recovered over $8M in claims disputes during same period.-Held numerous key board and committee positions, including: Front End Redesign Steering Committee I and II, Managed Care Application Steering Committee (chair), Ambulatory Care Executive Committee, M-CARE Steering Committee, Write Off Reduction Task Force (co-chair), Leadership Day Planning Team, Operations Improvement Council, Workforce Investment Steering Committee (sub-committee chair), Senior Management Team, Diversity Steering Committee (sub-committee chair) MLK Symposium Planning Committee (Chair), and board member of the Michigan Health Management Corporation (MHMC).

Directed the Claims Processing, Claims Inquiry, Coordination of Benefits and Enrollment Processing Departments for a 115,000 member HMO with Commercial and Medicaid product lines. Led the plan-wide management information system conversion process. Served on Finance, Quality Improvement and Strategic Planning boards and committees.Key Achievements: -Reduced claims processing turnaround time by 50%.-Improved inefficiencies in the payment of claims totaling over $115M annually.-Increased plan and provider savings through enhancing COB efforts, total exceeding $9.5M in 1996.-Contributing author for items related to operations in the plan’s Medicare Risk Application and the State of Michigan Comprehensive Health Care Program RFP. -Participated in organizational planning and developing policies and procedures.

Master'S Degree, Health Services Management And Policy

Bachelor'S Degree, Organizational Behavior Studies/Development