Joanne Higgins Email & Phone Number

Hampton, Va, Us

Arlington, Virginia, United States

Leading planning and performance management of large-scale and cross-functional initiatives, I leverage my technical expertise to roadmap, complete, and produce reports on projects. Liaising with senior leadership, I align activities with clients and company goals plus provide updates on any issues encountered. Scheduling and hosting multi-disciplinary project meetings, I draft detailed project plans and project charters. Optimizing and coordinating personnel and resources, I retain accountability for project success. Identifying project goals and objectives, I define critical success factors, key performance indicators (KPIs) and metrics. Monitoring adherence to budgets and forecasted benefits, I support project analyst activities and build project teams. Taking ownership of change management, I meet contract terms. and ensure modifications were recorded and executed. Realizing the deliverables of multiple, concurrent, and complex tasks to schedules, budgets, and agreed specifications, with cross-functional collaboration and prioritization, I foster robust relationships with stakeholders and clients plus maximize operational efficiency enterprise-wide, by enhancing communication.

Arlington, Virginia, United States

Directing strong Reporting and Analytics team, charged with developing and generating critical reports, I provided data-driven insights that promoted the strategic decision-making of Business Operation, Finance, Compliance, Quality, Procurement and Clinical functions' management and senior leadership. Leading policy, processes, and system creation and updates, I coordinated projects and forged an elite Reporting and Analytics team, that helped colleagues from other departments attain objectives. Defining priorities and the level of effort(LOE) required for internal and external reporting, operational, financial, compliance metrics, and quality activities required for the provision of updates given to staff and the user community. Liaising with end-users and stakeholders, I determined reporting requirements to maximize accuracy and efficiency. Tracking key metrics and updating leadership on potential risks related to activity forms, I performed data analysis to facilitate improvements in data retrieval, data analysis, and application development. Guiding and mentoring staff, supervisors, and teams on counselor dashboards, data, activity record scenarios, newsletters, and additional Toolkit Tip Sheets that aided end-users of integrated system, I coordinated projects, identified, and overcame potential roadblocks. Executing programming and analysis, including monitoring data, reporting, and ad-hoc tasks for government stakeholders, I advocated for change processes that boosted the efficiency and accuracy of reports.

Mclean, Virginia, United States

Reviewing and analyzing data deliverables for the DoD-funded Military Life and Family Life Counseling program, I focused on enhancing non-medical support to personnel and families, leveraging quality methodology. The task required data analysis, the identification and mitigation of knowledge gaps plus adherence to contract terms and conditions, that enabled internal and external customer satisfaction goals to be met and exceeded. Tracking project progress, I ensured all contract deliverables were realized to schedules and agreed levels of data accuracy. Assisting with ad-hoc requests and pinpointing issue trends and common requests for program improvements, I communicated information to government contacts and senior leadership. Uncovering opportunities for further program development and the refinement of quality assurance strategies, I utilized DMAIC methodology. Cutting deficiencies and ameliorating quality related to client and stakeholder needs, I contributed to, and retained oversight of, centralized data collection.

Hampton, Virginia, United States

Conducting data analysis and authoring an exhaustive review of reports for The Office of the Secretary of Defense (OSD) covering a DoD-funded initiative for personnel and families, I addressed mandated requests and strengthened infrastructure to support field operations and quality assurance to meet the terms and conditions of contracts. Reinforcing cross-functional collaboration, across all levels of management, I leveraged my customer service skills, technical expertise, and problem-solving. Identifying opportunities to streamline analysis, tracking, research, and data flow integrity activities for OSD reports, I realized continuous improvement, in partnership with stakeholders. Pinpointing and mitigating operational inefficiencies, I provided constructive feedback, encompassing the accuracy and timeliness of data, to support the achievement of defined metrics

Hampton, Va

Led day-to-day operations and monitoring of all performance requirements for service delivery, assignment fulfillment and quality assurance of all locations for expansion of a DoD funded Program for non-medical counseling services for U.S. Air Force service and family members- Briefed Command & POCs at military installations on the implementation, program scope of work and service deliverables & ongoing responding to government customer requests.- Provided ad hoc reports & documentation to senior team members as well as site visits if deemed warranted for customer satisfaction.- interdisciplinary work with Quality Assurance Department, Staffing /Recruitment, HR & Administrative Services to maximize fulfillment of personnel for all assignments.- Demonstrated proven ability to develop, strengthen and maintain strong working relationships with all levels of management including the DoD and all branches of the military.- Supervised staff members to ensure adherence to quality control & customer services goals by tracking and assessing success rates through quality assurance dashboards to track progress.- Managed 3 Clinical Supervisors and over 125 clinicians on military installations working with the development of metrics to monitor & measure employee performance with evaluation tools outlining clear expectations with measurable outcomes.- Handled all internal & external customer complaints working with Human Resources for any significant complaints that may result in remediation, performance improvement and termination. - Assisted business groups with document organization & dissemination during contract procurement. - Researched & updated all required materials needed for mandatory educations and resource documents for entire network of providers including live orientations.- Development of all Field Operations policies and procedures assisting with initial and ongoing ISO certification audits, Record Manager Coordinator for Field Operations department.

Norfolk, Virginia Area

Responsible for five departments with responsibility for all operations, capital budgets, policies/procedures, hiring/termination & staff development of clinical, administrative staff & ancillary staff . - Developed a merit retention initiative which led to an increase of 15% in employee satisfaction.- Provided ongoing mentoring & leadership training to all operational units to assist with personal & professional development & strategic succession planning. - Ensuring adherence to quality control & customer services goals by tracking & assessing success rates through quality assurance dashboards to track progress.- Initiated the development of program retention strategies; Leadership development to promote staff development & increased job satisfaction. - Involved stakeholders & assistance to PR with fundraising development to purchase high cost capital expenditures by developing strong relationships with outside entities to include donation strategies, presentations, site visits & public speeches to assist with objectives.- Executed cost management methods such as automating processes that increased efficiency.- Managed a fiscal budget of over $3.5 million for multiple departments including operational budgets - Successfully negotiated contract with USN for transport of neonates/pediatric patients for military dependents. - Hired & assisted in training & monitoring staff resulting in quality care & staff retention increasing number of personnel & recruitment programs in difficult to fill staff positions to increase staff by 15%. - Successful negotiation of contracts with traveling nurses’ agencies & recruitment bonuses for clinical staff. - Successfully ensured that all departments met regulatory quality standards for JCAHO, CMS, DOH.- Assisted with development, implementation and process to obtain CEUs for participants of two national neonatal/pediatric conferences and served as national conference speaker

Served as Clinical Manager for stand-alone neonatal/pediatric transport team managing all staff including Registered Nurses, Paramedics with two teams 24 hours a day. - Developed and implemented independent dispatch team with quality assurance measurements established for timely response and tracking throughout transport process. - Assisted with development of mandatory education , clinical labs and certification processes to ensure all team members were up to date on all procedures, certifications and compliant with EMS regulations and hospital requirements. - Worked with Medical Directors in the Neonatal ICU and Pediatric ICU to ensure all best practices and protocols were developed and followed. - Developed clinical review team to conduct case studies with physicians and reviews of transport with outside hospitals to improve patient outcomes. - A proven educator with healthcare professionals and counselors in clinical and professional requirements including ongoing education, arranging and teaching at national conferences. -Ensured compliance with all regulatory agencies including Department of Health, JCAHO, CMS and EMS regulations,-Served as BLS, NRP and PALs certified instructor for pediatric staff.