Joseph Crain Email & Phone Number

Bremerton, Wa

Puyallup, Washington

Operational GuruDramatically simplified phone system with a new phone menu and consolidated call-center staffing model. Established SFM’s Patient Services Center (PSC), comprised of the Call Center, Referrals, Case Management, Medical Records, and Registration.Improved scheduling strategies within the PSC to include more standardized scheduling guidelines and bull’s-eye scheduling techniques to increase access to care and keep patients within our practice.Identified operational gaps in Front Office (FO) workflows and established SFM’s Registration Department.Implemented RetinaVue to SFM and continuously monitored clinical quality performance.o Supports revenue growth with operational tactics:Ramped a physicals outreach pilot Jan-Feb 2017 that improved this campaign by 47% over previous years with nearly 2000 CPEs scheduled.Transitioned previous recall system to an automated daily recall system that is now responsible for scheduling over 5000 visits since June 2018. Improved provider schedule templates, which increased patient access by up to 55% for individual providers (Open Access). o Data-Driven:Developed dashboard with operational metrics to help make informed decisions, including the Break-Even report, and Capacity and Growth report.Established Key Performance Indicators (KPIs) to improve organizational performance.o Excellent communicator:Presented a 1-hr communications class for every new staff member as part of SFM’s new employee orientation (NEO) program.Developed the Op/IT newsletter to communicate weekly news across the organization.

4056 Calle Platino, Oceanside, Ca

-Hired to develop this new position and direct the daily operations of the Patient Navigation Centerwhich comprises four departments: Call Center, Registration Department, Referrals Department andHealth Information Department (Medical Records). This involved creating 2 new departments from scratch (Referrals and Registration) and moving the four departments (over 70 FTE) to a new location. These four departments removed all of the appropriate administrative workload off of NCHS’s 10 medical and dental clinic locations, so they can focus more directly on patient care.-Oversaw the development of NCHS’s semi-automated specialty referral processing program which is the only system of its kind in San Diego County. Staff have gone from 10-12 referrals per day to over 30referrals processed per day. The team now processes over 3000 referrals per month.-Grew the Call Center to handle over 6000 calls per week in the wake of the Affordable Care Act (a 50%increase in call volume in less than 6months).-Instrumental in the implementation of Direct Messaging and getting NCHS onto the Health InformationExchange (HIE).-A champion for Clinical Integration and Triple Aim initiatives; developed a new acute-visit accessstrategy that allows for more ER f/u and Hospital Admit discharges to be seen at each of NCHS cliniclocations. This improved continuity of care, increased PCP continuity, increased patient experience,increased patient safety and decreased per-capita costs in healthcare. This also decreased patientno-show rates collectively across NCHS.

Executive Certificate (Doctoral Level), Strategic Leadership, 4.0

Master Of Business Administration - Mba, Business Administration And Management, Healthcare Management Cognate

Master Of Arts - Ma, Management & Leadership

Bachelor Of Science - Bs, Business Administration And Management, Focus On Leadership