Bachelors of Business Administration Degree from Northwood University. Developmental courses in leadership, operations, and LEAN concepts/principles through both Spectrum Health & University of Michigan Health Leadership programs. Certified as a Call Center Manager through Purdue University/BenchmarkPortal15 years of healthcare experience among Primary Care, Specialty Care, Ancillary Care (Radiology), Rehabilitation, and Contact Centers.• Operational Management, Change Management, Process Development, Strategic Thinking, and HR/Teambuilding.• Value Transformation strategy & care models to improve patient care outcomes. Includes experience changing how we deliver care; to a model that focuses on improving the coordination of care & management of “high risk” chronic conditions. Methods being process and teams that focus on prevention and “high touch” value-based care. Components of experience include: Population Health & Panel Management, Rick Contracts, Payer Mix and Cost Management, Clinical Program Management, & value points like HCC Scoring, PMPM, Medical Loss Ratio, etc. (to name a few).• Project Management & project initiatives of which I have been assigned or taken part operationally.• Building management & oversight responsibilities.• HR management of teams consisting of support staff, supervisors, & medical professionals/providers. Functional supervision of services line employees relative to operations, work site, and environments (e.g. Allied Health).• Operational Budget / Financial Management.• Statistical Analysis and Key Performance Indicators (KPI) to drive operational decision making within my role. • LEAN techniques & principles to drive management outcomes. Includes: A3 thinking, Kaizen Culture, Measuring Daily Improvement (MDI), Obeya, & PDSA (to name a few). • Advancement of healthcare practices via program development, quality outcomes, provider group hiring, patient mix & growth in market share, building expansions, etc. Improved operational benchmarking & performance with overall improvement of financial outcomes.• Leading separate service lines into a new clinical alignment & working collaboration.• Support, guidance, training, & overall implementation of multiple Electronic Medical Records within varying healthcare environments.• Reorganization & advancement of a failing call center. In turn became recognized in national benchmark rankings; most notably for improved performance and key statistical indicators.Ability to learn, grow, & generate successful outcomes.
Listed skills include Athena Emr, Epic Systems, Process Improvement, Emr, and 33 others.