Improving the healthcare within my community- focused on improvement and growth within Cardiology and Vascular services.

Managing the development of Staffing Coordinators, Staffing Specialists & Client Specialists while developing relationships within our communities. Changing the culture and creating a new perspective to focus on teambased collaboration.

Laid off due to restructuring • Responsible for creating patient complaint response processes. Implemented CRM program/ Standard Operating Procedure for receiving, investigating and resolving all patient concerns, allowing for data tracking and performance efficiency. • Created Experience Ambassador training program. Focused on improving the patient, employee, and provider experience within operations. “Experience Ambassador” program highlights a culture of excellence. • Created and conducted Patient Experience New Hire Orientation, focused on culture of excellence, organizational mission, and proven framework for excellence. • Collaborate with clinic, operational and executive leadership to ensure development of Patient Experience efforts, including partnering with Press Ganey, improving the patient satisfaction survey to increase participation. • Develop and lead Operational Intern program- Partnering with University of Toledo, Healthcare Administration degree program. Ensuring that Interns have necessary skills to succeed upon graduation, including an Operational Impact project for each set of Interns. • Managed launch of Epic EMR within Operations, as well as responsible for provider and clinic training- clinical workshop creation improving software optimized utilization by 83% • Assisted with the development and launch of new service lines and clinic locations including a premier women’s health clinic. Monitors clinic Patient Experience performance using custom dashboards and reports, implementing. change when necessary to improve the quality of patient care. performance improvement initiatives and best practices • Member of the Patient Experience committee, Physician Advisory Counsel, Leader of Experience Ambassador program.

Pediatric Medical Assistant with proficiency in Pediatric Endocrinology as well as General Pediatrics.

Created culture change by empowering team members and holding focus groups to understand areas of importance for employees, reducing staff turnover by 30%. Lead initiatives and strategies to improve Value Based Care and CICIP programs. • Supervised team of 29 healthcare staff members within 5 clinics across 2 locations. Fostered excellence by example by "setting pace" and being a hands-on mentor to clinical staff. • Developed and updated policies and procedures, maintaining compliance with statutory, regulatory, and local, state and federal guidelines relating to HIPAA, benefits administration and general liability. • Recruited, hired, and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees. • Oversaw fiscal operations, including accounting, budgeting, authorizing expenditures, and financial reporting, improving annual budget by 90% • Consulted with healthcare professionals on business decisions. • Boosted staff morale by offering constructive feedback and specific direction. • Collaborated on the recruitment of new physicians and negotiated as well as maintained contracts with outside vendors. • Worked with Medical Directors on all aspects of operations, which included onboarding of new physicians and the implementation of residents through The University of Toledo.

Interim PM for UTC & Regency Clinics.

Facilitated a team effort for delivery of quality patient care, surveyed patients for feedback on care provided, worked with Press Ganey Associates on monitoring customer satisfaction surveys, utilized “Plan Do Act Respond” (PDCA) method for clinic, which resulted in exceeding target goals of an 95% customer satisfaction rate. • Delegated tasks to staff members, monitored completion of all duties and provided support to enhance performance. • Delivered effective onboarding and training to new and existing employees and cross-trained staff members in other job roles to maximize coverage. • Maintained clinic's records and files, utilizing proper techniques to keep patient data confidential. • Communicated with patients, asked appropriate questions, and employed active listening to determine the best care. • Managed daily operations of 7 provider Pediatric clinic, with 5 staff members, supporting approximately 180 patients per week. • Established a team environment with regular meetings and improved interactions with leadership and staff, which increased referrals, created easier accessibility for patient appointments.