Dawn Mccaskill Email & Phone Number

Pine & Gilmore Certified Experience Economy Expert is an officially endorsed expert in the use of the rich portfolio of Pine & Gilmore ideation tools, as well as techniques for creating and enhancing compelling experiences for either external clients or internal employees. Membership is granted through the completion of the Strategic Horizons LLP Experience Economy Certification Course to ensure sufficient acuity with the principles outlined in The Experience Economy.

South Bend, Indiana Area

*Responsible for directing the activities of Consumer Access Services to ensure the Beacon customer experience is well designed (coordinated, convenient, and connected) customer-centric experience through all front end processes.*Ensures that all daily activities within front end revenue cycle activities; insurance and benefit verification, pre-registration, centralized referrals and scheduling, prior authorization, and the customer check-in experience support all BMG strategic objectives.*Ensures that the integrity of these processes are well defined and thoroughly communicated to stakeholders throughout.

South Bend, Indiana Area

• Provide leadership and expertise to execute and support the overall strategy of Beacon Medical Group for the systemic vision of centralization.• Prioritize the task of referrals and prior authorizations as a high value-added service for the customer.• Ensure the patient receives connected and coordinated care to prevent delays in diagnosis & treatment that negatively impact patient’s well being.• Design process to avoidance preventable financial loss- denials.• Design excellent processes for an outstanding patient experience.

South Bend, Indiana

•Provided leadership and expertise to drive enhanced customer experience strategies. •Developed / Executed targeted interventions designed to increase patient satisfaction and associate engagement. Examples: Be A Beacon - eLearning course promoting a customer-centered culture, a year-long customer listening tour and system-wide experience standards. Sample:•Be A Beacon - a first-of-type eLearning course promoting a customer-centered culture to more than 7k associates. The “Be a Beacon” learning experience is designed to help associates move to relationship-based care - from being focused on the task at hand to being present in the moment and promoting intentional human connections. Impact:After heavy course consumption an uptick occurred in both nurse communication and best hospital/overall scores:•Campus A: 7215 courses thru July (82% completion rate) = 22 month high +10 Nurse Comm. 84.1 7215 courses thru July= 22 month high +4.1 gain in 30 days Best Hospital 78.5 (9’s,10’s)Associate Engagement: 2014 = 24.0, 2015 = 28.9, 2016= uptick occurred 33.8•Campus B: 7837 courses thru July (69% completion rate) = +2.6 in 30 days Nurse Comm. 84.37837 courses thru July= 22 month high +6.122 month high Overall 77.7 (Rate 0-10)Associate Engagement: 2014 = 37.4, 2015 = 33.8, 2016= uptick occurred 33.9Essential functions included:•Consulting and leading initiatives to determine the most appropriate approach to customer service enhancements with consideration of short and long-term implications.•Leading interactive educational and design workshops using experience design, deep dive, and innovation methodologies.•Supporting organization-wide patient engagement and satisfaction improvement initiatives through action plan development and monitoring.•Identifying and leveraging best practices. •Proven ability to influence others and successfully manage change.•Being a change agent, promoting positivity, cooperation, and collaboration.

Elkhart, Indiana Area

•Managed up to 15 associates and consistently earned high engagement scores (89%+) from staff.•Advised other hospitals on how to successfully drive Lean philosophy down to departmental levels through on-site shadowing. •Successfully implemented two new software products to enhance order management procedures and provide a more streamlined scheduling user experience online. •Developed improved customer service initiatives that drove volume by allowing orders to trigger scheduling, calling customers who were overdue for preventative appointments, and ensuring the customer was never turned away due to thorough prescreening to prevent bottom-line loss.

Elkhart, Indiana Area

•Served as lead facilitator for dozens of Kaizen events. Able to quickly move a diverse group of people, who did not know each other, into a cohesive, inspired, well-functioning team who came to unanimously agree on solution approaches. The ROI of these events was 5:1. •Served as a core management team member of various value streams for process improvement or patient experience.•Managed my own department of 15 team members with Lean philosophy driving value-added business decisions. •Reduced scheduling dropped call rate from 5.9% to 2%, which resulted in the reduction of waste within physician office practices, higher patient compliance and associate satisfaction in the Integrated Scheduling department. •Reduced scheduling manual cycle time by 50%, which allowed for an increase in call volume without increasing staff.•Designed a robust order management process that reduced manual cycle time by 50%. As a result, there was a significant increase in scheduling efficiencies. There was also a decrease in bad debt due to higher order accuracy. •Led house wide HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) initiative for Mutual Code of Respect by designing and facilitating the content to all employees.

Elkhart, Indiana Area