Christina Fuentes, Mha Email & Phone Number

Partner with healthcare organizations and provide innovative solutions designed to help our customers understand the totality of how their organization is experienced by the people they serveDevelop relationships with customers that promote portfolio development, expansion, retention, and loyaltyStrategize with Growth Team members to devise and facilitate customer success plans, which requires teaming with multiple decision-makers, working knowledge of the healthcare industry, and a thorough understanding of NRC Health’s solutionsLead insight-driven sales conversations with customers as you move them toward Human Understanding

Houston, Texas, United States

• Coordination and management of project planning, project development and strategic project creation with various leadership. • Lead and supervise technology development and training on platforms adopted to improve and/or monitor patient experience. • Oversee and manage project processes to include estimation, design, scheduling, quality assurance, communication, and procurement. • Coordinated efforts around the implementation of new NRC Platform, Real Time, and implemented a new leader rounding tool and standards throughout the organization. • Lead efforts in correlating various data sets such as grievance trends, rounding compliance, alert monitoring, and Net Promotor Score changes to demonstrate ROI and improve utilization of various tools / initiatives. • Created the strategy and training program for leadership in various specialties that taught them how to use various data sets to create corrective action plans and improve patient experience.• Oversaw the growth of the Patient Navigator Program including standardizing their paper process and creating a database for documentation which led to reporting and awareness of weaknesses in the operations. • Built a strategy and process to ensure Patient Navigation patients had an improved patient experience with UT Physicians and marketing of the program to our referral sources.

Sugar Land, Texas

• Created business case for focused intervention in Discharge Improvement and partnered with Magnet Director, RN Leadership, front line staff, clinical education, and quality to create discharge tools and training staff.• Provided project management, vendor relationship management, and invoice submission to various third party companies that contract with System Service Quality to provide data and tools for staff (MyRounding & NRC Health)• Facilitation and scheduling of key meetings with key stakeholders to provide updates, create timelines, discuss barriers and assess project risks.• Internal client relationship management while leading and coaching multidisciplinary teams towards performance and process improvement initiatives• Event coordination and coordination of large hospital wide events• Oversaw the coordination of Spanish Speaking Staff language validations to improve patient’s access to care in a language they can understand in sync with federal law.• Held positions on various committees and volunteered for various initiatives focused on employee engagement since it correlates directly with positive patient experience (Diversity and Inclusion Committee, Co-Chair for Employee• Activities Committee, Facilitator for Pathway to Unparalleled Training, Star of the Month Award)• Led various SWOT and Unit/Department performance improvement initiatives across the system• Organized Houston Methodist Experience (HMX) Expo to celebrate and reinforce Standards of Practice with staff• Provided leadership with various reporting (Connect Discharge Data) and acted as liaison between leadership and assigned Service Quality Improvement Analyst assigned to HMSL.• Project Management support for Physician Engagement Survey facilitated through Press Ganey• General Project Management support for Service Quality Team regarding pilots, events, and team needs• Multi-site project management for Patient Experience centered performance and process improvement initiatives

Houston, Texas

• Create and review project plans as requested taking into account pertinent time frames, funding limitations, procedures for accomplishing project, work with project leads / owners to establish staffing requirements, and help manage allotment of available resources for various phases of project as needed• Establish work plans and staffing for each identified project and project phase. Coordinate recruitment and/or assignment of Altus ACE resources under the direction of project leadership, initiative owner.• Outline work plan and assign duties, responsibilities and scopes of authority for each project.• Coordinate activities to ensure project schedule and fiscal targets are met.• Develop status reporting mechanisms and tools• Gather data required for project management, status and other reports• Compile and develop status reports for approval by project leads or other management entities• Review status inputs prepared by project personnel and modify schedules or plans as required.• Prepare project reports for management, clients, or other designated partners as requested.• Manage issues logs and support resolution • Provide technical advice and resolve pertinent issues.• Ensure project activities comply with any/all regulatory requirements.• Coordinate project activities with governmental agencies as required.• Support any additional Altus ACE initiatives as required (including but not exclusively Process Documentation, Document Management, Ad Hoc projects both client and internally based.

Sugar Land, Tx

Participates in all meetings related to state Pay for Quality program, workgroups on quality improvement and specific clinical care management initiatives, practice transformation initiatives; and other meetings as assigned;Coordinates, leads, and completes projects across various functional areas;Navigate a challenging matrix environment, lead multi-faceted and multi-functional teams with a strong ability to problem solve and lead and motivate others in problem resolutionWill Work directly with plan Chief Medical Officer, Senior Quality Director, Health Services Directors, and Chief Financial OfficerResponsible for assessing & documenting business process, workflows, SOPs for expansions of existing business, and/or training documentsDocument and identify gaps in the process - provide findings to project team and present potential alternative solutions as appropriateCreates clear and concise written and oral communication, including presentations to management, that details project status, risks, issues, scope and timelineEnsures projects are completed on time and in scope.Provides subject matter expertise in areas including project scope definition, risk identification, project methodology, resource allocation, facilitation, and other areas of expertise based on established project management techniquesResearch and report out on technical issuesBuild trust and form effective relationships with stakeholdersDelivers in-service training for other teams as appropriate to ensure thorough understanding of programs, goals and objectives

Stafford, Tx

Manage Operations Quality Improvement Program (OQIP). Provide Administrative Support to Senior Leadership including: creating presentations and agendas, planning meetings, taking minutes, answer phones, creating reports, heading projects assigned by AVP and arranging travel arrangements for Sr. Leadership. Tracked Key Performance Indicators for Operations Council and Diabetic Focus Program (encompassing

Rosharon, Tx

Time keeping for hourly staff via Kronos. Medical records management and appointment scheduling via PEARL EMR. Researched patient complaints and presented findings to the Senior Practice Manager for resolution. Attended Facilities Management Team Meetings and worked closely with unit management (TDCJ and UTMB). Submitted reports to Senior Practice Manager regarding clinic flow, access to care, and patient missed appointments. Recognition: 2 Going the Extra Mile “GEM” Awards. Training: Bioethics, Conflict Management, Medical Terminology, Managing Personal Effectiveness, Mental Health, Improving Staff Performance, Management of Motivation, and CPR Certification (Expires 11-30-2014).

Richmond, Tx

Responsible for expense reports for medical supplies, maintenance supplies, and food purchased for shelter clients. Coordinated facility inspections for building. Managed staff during night shift. Worked closely with local law enforcement and medical organizations to ensure client safety and health. Supervised various large volunteer projects at the shelter. Reviewed resumes and conducted new hire interviews. Responsible for time keeping and payroll for shelter staff (approx 24 employees). Acted as liaison between shelter staff and Human Resources Director. Member of Morale Committee and attended various community events as representative of organization Recognitions: Employee of the month, Dec 2011. Training: Child Abuse Recognition, Managing Difficult People, and Direct Service Training.

Austin, Texas Area

Coordinated various marketing campaigns in the local community. Researched and created a community outreach material/activities for the South Austin Medical Center. Created a pregnancy seminar “Tummy Talk” that garnered a large amount of media attention in Austin, TX. Created and edited various news releases and blog posts. Created marketing materials to advertise medical services. Managed social media marketing campaigns. Worked closely with HR for staff appreciation and ICARE initiatives. Recognitions: Award of Appreciation from Erol Akdamar, CEO.

Master’S Degree, Health/Health Care Administration/Management, 3.75

Activities and Societies: National Society of Leadership and Success Upsilon Phi Delta Honor Society Healthcare Students AssociationI was.

Bachelor'S Degree, Health/Health Care Administration/Management

Activities and Societies: Kappa Delta Chi Sorority, Inc., Who's Who Among American Universities and Colleges, American College of Health.