Erin Cheng, Cnmt, Msha, Mshi Email & Phone Number

Los Angeles, Ca, Us

Seattle, Wa, Us

• Digital Workplace Generative AI Lead at at Global Biopharmaceutical Company responsible for the deployment of generative AI tools including Copilot for Microsoft 365, Moveworks Enterprise Chatbot, and Microsoft Copilot. Developed PowerBI dashboard to measure Teams adoption and utilization in preparation for Copilot for Microsoft 365 deployment.• Developed automation prototypes in Smartsheet & Microsoft (Power Automate, Project for Web and PowerBI) to drive efficiency in organizational-wide effort to retire Box.com.

Seattle, Wa, Us

• Responsible for driving strategy, design, and execution of robotic and intelligent automation solutions to solve operational challenges and streamline processes by leveraging robotic process automation (RPA), machine learning, and other intelligent automation capabilities across various technology platforms and tools• Engagement Lead for a team of 8 Point B associates across various solution areas supporting Perioperative Program Re-Design effort. Lead for the Surgical Readiness workstream responsible for establishing a pre-anesthesia clinic. Documented a playbook for expanding anesthesia services across 40 surgical clinics and devised a 3-year financial model and business case to support surgical volume growth and enterprise expansion.• Data & Analytics Program Manager for a wealth management firm responsible for driving the remediation of 4 data privacy internal audit remediation findings related to data mapping, data retention and monitoring processes.

Seattle, Wa, Us

• Data & Analytics Program Manager driving data requirements, RACI, data mapping, retention, and monitoring processes; coordinated with Data Privacy and Retention workstreams to advance data governance initiatives.• Data & Analytics Principal responsible for the development of various dashboards using Power Query, Power Automate and PowerBI to provide metrics critical to supporting network adequacy and expansion efforts at a large health insurance plan. • Senior Program Manager at an international automotive retailer leading the planning and execution of changes that would yield close to $6M cost savings across the enterprise data services team. Oversaw scaled agile transformation, operating model re-design and organizational structure changes that impacted over 100 employees and contractors.• Product Manager & Chief of Staff to Senior Director of Data Products & Reporting at Global Footwear & Sports Apparel Manufacturer. Responsible for the development of a product roadmap integrating consumer data across marketplace.

Seattle, Wa, Us

• Solutions Architect & Process Improvement Lead managing the re-design of both the unemployment claims process and supporting data architecture after unemployment costs increased 5-fold at a large multi-state provider system. Created a data model and corresponding PowerBI reports to analyze over $100M worth of unemployment claims due to COVID-19. •User Adoption Lead & Cloud Migration Project Manager responsible for migrating a global investment management company’s data from an on-prem warehouse to an Azure cloud platform. Leveraged JIRA to manage user stories and story point velocity to drive an on-time deployment. Developed documentation in Confluence to communicate with over 6000 users across 70 business areas.•Analytics Consultant & Engagement Leader overseeing a team responsible for developing an analytics strategy and vision. Designed a new operating model, organizational structure, and implementation roadmap for a regional health care provider undergoing an acquisition.

Seattle, Wa, Us

•Process Improvement Leader overseeing a team responsible for the creation of current state workflows, future state designs and implementation roadmap for various organizations including a national health plan and a life insurance company. Acted as a process improvement coach for junior consultants, vendors, and clients.•Engagement Lead managing data scientists, database architects and engineers focused on providing HEDIS reporting at a large health insurance company. Individually responsible for delivering quarterly risk scores impacting over 200 medical groups’ financial incentives using SQL, Microsoft Access, and Excel VBA.•Analytics Consultant & Engagement Leader utilizing dimensional modeling to identify measures and dimensions necessary to produce key Tableau reports for an investment management firm. Defined a plan for implementing the analytics roadmap, including timeline, resources, people, and technology costs. Developed reports and dashboards in Tableau to provide a uniform view of performance across 194 senior housing properties.

Duarte, Ca, Us

Reported to VP, Foundation Operations. Manage Centralized Support Services finance and operations for 11 sites, including financial authorization, new patient services, contact center, centralized scheduling, and MA/RN float pool. Responsible for enhancing Press Ganey patient satisfaction scores and process standardization by leveraging process improve men, business intelligence and project management skills.•Accountable for $4MM budget; manage 47 direct and 14 indirect reports across 11 sites and 350 FTEs.•Managed float pool of 3 RNs and 5 MAs; created float pool processes, managing requests and approvals through shared cost center.•Created a contact center and centralized scheduling department responsible for handling over 10,000 calls per week; increasing call service level from 60% to 85% and decreasing average abandonment from 5% to less than 1%.•Key stakeholder for driving the hardware and software Avaya platform upgrade across a team of 16 operators.•Developed metrics/data-driven best practices for organizational patient access departments. Created, automated, and trained practice directors on 15 Tableau KPI dashboards.•Provided post-merger internal business process and technology consulting services to foundation leaders.•Served as key operations contact for City of Hope Medical Foundation’s internal/external relationships.•Served as the EPIC ARCR lead for patient access and revenue cycle for professional billing.

Duarte, Ca, Us

Report to VP, Enterprise Business Intelligence. Hired to provide technical consultation and guidance on CRM design and implementation of Salesforce.com, across 16 locations and 3,000 FTEs. Assist with business strategy/planning and business process engineering/transformation. Design and develop new business metrics and capabilities. Informally managed staff for authorizations initiative from Jul/2014–Feb/2015.•Managed 10-member outpatient authorization improvement teams driving adoption/adherence process; led WFM, mentored employees, fostered teamwork, and reduced man-hours by 10 hours weekly.•Collect and process data from multiple sources, deriving meaningful/actionable insights supporting enterprise-wide business intelligence/performance improvement efforts, enhancing patient experience.•Analyze every department and individual touching the outpatient surgery value stream to identify and improve potential inconveniences that lead to poor patient experience and surgery attrition rates.• Lead interdisciplinary team, comprised of technical and operational stakeholders, integrating technology solutions into various patient-access departments to provide data, driving improvement. • Managed team/productivity for Kronos Workforce Analytics implementation/rollout for 100 end users.•Design and implement standardized community practice revenue cycle processes, centralizing and consolidating medical records, including authorizations and new patient paperwork.•Work closely with internal and external stakeholders to perform business case analysis, including cost examination, ROI benefits, and alternative solutions. •Implemented and created personal training and training video for Nurse Call Light System, improving call light response times and HCAPHS-Inpatient Satisfaction Scores.•Provide technical expertise in the use, analysis, and design of information systems in keeping with needs of medical center and medical foundations employees and patients.

Duarte, Ca, Us

Reported to SVP, Operations. A one-year, work-oriented program focused on operations and patient care services. The project cultivates executive leaders in the health care field through exposure to a wide range of operational activities, fostering close working relationships between the fellows and City of Hope senior management. •Project managed relocation and opening of a new $750K outpatient facility in Lancaster, California. •Led Lean 2P process preparation team, centralizing development of lab outreach administrative processes. •IT project manager, implementing EDCO Solarity Scanning Solution and Forms Management. •Developed and administered administrative support staff survey, evaluating the care coordination model for redesign of the outpatient facility.•Assisted with managing medical center’s $5MM routine capital budget/expense authorization process.•Project manager for the implementation of Salesforce.com in 4 disparate call centers to improve overall patient experience; increased call throughput by eliminating ~1,500 hours of post-call work per month.

Vestavia Hills, Alabama, Us

Reported to CMO and COO. Managed a portfolio of complex projects/programs, focusing on quality metrics, incentive payments, and patient access. Responsible for policy development, staff and new hire training, and software/hardware support for 50 end users across 4 offices. •Key driver in creating and maintaining intranet that centralized forms and operating procedures. •Planned, managed, audited, implemented, and evaluated IT and operations projects, including CMS Meaningful Use stage 1 and 2 implementation, PQRS, and HIPAA. •Managed technology implementations, including electronic faxing and automated confirmation calling, improving operational efficiency and tripling weekly consult volume visits from 100 to 300.•Developed and implemented educational initiative in compliance with the Risk Evaluation and Mitigation Strategy for Extended-release and Long-acting Opioids strategy set forth by the FDA. •Developed reporting/auditing strategies to increase efficiencies in areas including durable medical equipment, compounding pharmacy, marketing, and new patient services. •Drove physician and P.A. licensing and credentialing process in 4 states (OK, GA, LA, and AL).

Vestavia Hills, Alabama, Us

Reported to Front Office Manager. Served as first point-of-contact, answering and triaging incoming calls, greeting and registering patients, and preparing charts. Collected co-payments, scheduled appointments, completed daily bank deposits, and performed day-end reconciliations. Filed charts and entered patient medical records into the electronic health record system.

Reported to PMO. Researched/reported leading practices and client information systems KPIs. Assisted with revenue cycle engagement design session with administrators, physicians, and staff members, driving $10MM additional revenue. Conducted client’s medical group billing staff interviews, documenting key system issues.

Wichita, Ks, Us

Observed specialists, surgeries and emergency rooms. Assisted in clinic screenings targeting the large amount of orphans. Worked with children and adults living with issues ranging from mental and physical disabilities to autoimmune diseases.

Worked over 1,100 hours in three semesters of clinical rotations in 8 different nuclear medicine departments including Children’s Hospital and UAB Hospital. Also shadowed radiation therapists and the department manager to gain more knowledge about treatment processes, finances, daily managerial issues, and health care administration.

-Troubleshoot hardware and software issues with windows laptops and desktops.-Responsible for retail sales of parts and custom build systems.-Provided customer service to businesses and customers by building customized desktop computer systems.

Masters Of Science, Health Services Administration

Masters Of Science, Health Informatics

Bachelor Of Science (B.S.), Nuclear Medicine Technology