Manage the daily practice functions for a multi-million dollar leading global supply chain consulting and IT services firm. • Implement innovative solutions for planning, organizing, and project management of all aspects of internal initiatives assigned by senior leadership over five service lines. • Partner with leaders for process standardization and automation to ensure successful execution of activities related to internal projects. • Create and execute standard operating… Show more Manage the daily practice functions for a multi-million dollar leading global supply chain consulting and IT services firm. • Implement innovative solutions for planning, organizing, and project management of all aspects of internal initiatives assigned by senior leadership over five service lines. • Partner with leaders for process standardization and automation to ensure successful execution of activities related to internal projects. • Create and execute standard operating procedures for internal processes, and statements of work for external processes.• Extensive knowledge of the design, implementation, and maintenance of records management and archival system in relationship to contract management. • Responsible for budget and cost control related to the operations of the corporate office. • Reduce expenses by renegotiating vendor contracts and managing all office expenditures. • Administer skill matrix maintenance in Microsoft D365 Finance & Operations and how the information is assessed.• Knowledgeable in the Customer Relationship Management process. • Highly adept at assisting human resources with the onboarding and offboarding processes. Show less

Oversaw the daily business operations of a busy 24/7 occupational/urgent care facility with 5 physicians, 3 nurse practitioners and 30 medical and administrative staff. Provided leadership for the staff and acted as a liaison for solving problems. Ensured standard procedures and operations were being executed efficiently and guaranteed optimal patient satisfaction.• Full P&L and budget responsibilities - $7.5-$8 million annually.• Partnered with center leadership team and staff to… Show more Oversaw the daily business operations of a busy 24/7 occupational/urgent care facility with 5 physicians, 3 nurse practitioners and 30 medical and administrative staff. Provided leadership for the staff and acted as a liaison for solving problems. Ensured standard procedures and operations were being executed efficiently and guaranteed optimal patient satisfaction.• Full P&L and budget responsibilities - $7.5-$8 million annually.• Partnered with center leadership team and staff to ensure clinical and administrative policies were followed for compliance and better quality of care, while understanding their frustrations and concerns to ensure an adequate support system.• Facilitated daily communications with clients to retain retention.• Mentored and coached employees resulting in increased productivity and minimal staff turnover.• Coordinated documentation, scheduling and cadence of up to 200 patient visits per day.• Identified and resolved workflow issues.• Oversaw inventory and allocation of office and medical supplies while controlling all expenditures within the center. Show less

Managed patient access department and volunteer services for Community Hospital North, and Community Heart and Vascular, providing customer service and support for the revenue cycle for a multi-campus environment with over 500 patient beds. Recruited, mentored and developed up to 70 direct reports. • Managed daily operations of the Patient Access Department and Volunteer Services for multi-campuses.• Oversaw admitting, registration, insurance verification, denials, compliance… Show more Managed patient access department and volunteer services for Community Hospital North, and Community Heart and Vascular, providing customer service and support for the revenue cycle for a multi-campus environment with over 500 patient beds. Recruited, mentored and developed up to 70 direct reports. • Managed daily operations of the Patient Access Department and Volunteer Services for multi-campuses.• Oversaw admitting, registration, insurance verification, denials, compliance, employee productivity and upfront collections.• Increased associate satisfaction from a 36% to a 78% during an eight-month period, exceeding the goal set of 75%. • Facilitated bi-monthly staff meetings. Conducted and participated in routine meetings with network managers, directors, COO, revenue integrity, case management, and hospital Senior Leadership. • Mentored supervisors and leads for succession planning. Show less

Developed, facilitated and implemented training programs to ensure achievement of hospital strategic initiatives and department goals.• Launched and developed the hospital’s first patient experience training retreat, to include assessment, planning, organization, implementation and measurement of educational content.• Ensured competencies and best practices for all levels of staff through course development and delivery.• Directed structured learning experiences, and managed… Show more Developed, facilitated and implemented training programs to ensure achievement of hospital strategic initiatives and department goals.• Launched and developed the hospital’s first patient experience training retreat, to include assessment, planning, organization, implementation and measurement of educational content.• Ensured competencies and best practices for all levels of staff through course development and delivery.• Directed structured learning experiences, and managed group discussions and group processes.• Provided consultative expertise regarding development and/or assessment of departmental competency programs based on the organizational model, specifically regarding employee orientation, onboarding, patient experience, and customer service.• Consulted with senior leadership and management to gain knowledge of work situations requiring training and to support policies, procedures, regulations, business initiatives and technologies. Show less

Managed patient experience department providing customer service and issue resolution for customers in an acute care hospital system with over 1,000 patient beds in a multi-campus environment. Created strategies and business plans to execute strong customer service programs. Recruited, mentored and developed up to 30 direct reports. Conducted performance reviews and provided conflict resolution.•Attained highest associate satisfaction scores in the organization from 2009-2012 by… Show more Managed patient experience department providing customer service and issue resolution for customers in an acute care hospital system with over 1,000 patient beds in a multi-campus environment. Created strategies and business plans to execute strong customer service programs. Recruited, mentored and developed up to 30 direct reports. Conducted performance reviews and provided conflict resolution.•Attained highest associate satisfaction scores in the organization from 2009-2012 by mentoring and developing staff.•Initiated the hospital’s patient experience rounding for purpose program providing all aspects of patient advocacy resulting in increased patient satisfaction and net loyalty scores.•Designed and led first campus-wide initiative to create a comprehensive all-day patient experience retreat resulting in training for 6,000+ associates over a 12- month period.•Recruited participants for advisory councils to act as focus groups for five service line areas that addressed customer satisfaction, hospital efficiency and productivity, and customer comfort. Councils were recognized as the first for an Indiana hospital system.•Wrote 25 grant proposals resulting in $80,000 in funding for customer experience programs.•Administered customer satisfaction database, and coordinated database activities including data population, report activities and training.•Created and summarized patient satisfaction and net loyalty scores through PowerPoint and verbal presentations to inform hospital board of patient satisfaction and improvement metrics.•Achieved positive year-end budget variances through effective cost containment and strong stewardship.•Increased volunteer participation by 70% over a two-year period at St. Vincent Women’s Hospital through community outreach and networking.•Recognized as patient advocacy expert resource to hospital council for improving organizational performance to meet state and federal guidelines and maintain healthcare accreditation. Show less