• Provide leadership on business analysis and strategic direction for PAS.• Deliver business analysis on projects including engagement and stakeholder management.• Lead business change and define business requirements and processes on projects.• Advise, design, and build WalkMe, Smartsheet, and REDCap content.

• Actively supported the Vanderbilt Advanced Scheduling (VAS) Project to transition from REDCap to Epic decision support for frontline staff with advice, content building, and communication.• Designed, built, and maintained novel decision support tools in REDCap for over 200 frontline PAS scheduling staff supporting 45 VUMC specialties. Tools included scheduling, insurance, urgent protocols, messaging, contact information, and general information.• Created training with quizzes for PAS non-clinical staff to learn the basics principles of practice and key terms for 23 VUMC specialty departments.• Managed the VUMC transition to Epic for PAS. Participated in multiple committees and led local work groups, delivered weekly updates to staff and monthly reports to access leaders, and developed workflows and guidelines for new processes. (October 2016 – January 2018)• Established the Opportunity to Improve Service (OTIS) issue reporting tool in REDCap for appointment scheduling concerns. Included training, automated follow up to requester, and reporting. • Created appointment scheduling cross-training protocols for 16 specialty department’s access centers.• Led project that migrated 105 VUMC accounts to new third-party after-hours answering service. Communicated with stakeholders, updated phone numbers, revised protocols, and expanded disaster recovery processes.

• Lead 77 access employees and five supervisors serving nine specialty departments while maintaining VUMC goals of less than 5% abandonment rate and less than 30 second on average to answer. • Member of the leadership team that centralized outpatient access operations.• Management of several department-wide improvement projects (audit improvement, business intelligence, access agent working remotely).• Built and lead new quality improvement team to perform audits and coach staff and supervisors. This team had a reputation for solid reporting, fairness, integrity, and approachability.• Designed and implemented agent auditing/reporting tools in the DVS Encore call recording system based on department and VUMC goals and policies. • Lead the project to initiate and fully utilize the DVS Encore call recording system for 220 scheduling agents and 20 supervisors at two physical locations.

Vanderbilt Heart and Vascular Institute• Developed a simple, easily to update Visio decision support system to guide scheduling of sub specialty appointments that decreased errors and on-boarding time for new schedulers.• Implemented a mix of part-time and full-time schedulers to match call demand while allowing for employee time off and illness.Vanderbilt Medical Group Central Call Center• Team coordinated appointments for nine different programs, included a triage nurse, and answered the Vanderbilt Medical Group physician referral/information line.Office of Outpatient Referral Assistance• Designed and managed team providing VUMC providers and patients with a resource for coordinating care when community resources are appropriate and available.