Baldrige-Based Quality Consulting, Data Analysis, Meeting Facilitation

Attend board meetings in person and take meeting minutes with action itemsObtain electronic copies of all reports distributed at meetingDistribute meeting minutes and reports within 72 hours after meeting occursMaintain RecordsMaintain electronic copies of all board meeting minutes and reportsMaintain electronic copies of pertinent board documentsProvide treasurer with copy of BoD and BoA list at the end of each year for the auditorsMaintain BoD and BoA listing and distribution listsUpdate lists as changes occur and distribute listing after substantive changes Provide treasurer with copy of BoD and BoA list at the end of each year for the auditors

Emergency Medical and Transportation ServicesResponsible for design and execution of Strategic Planning process | managing company wide strategic planning, strategic alignment, and strategy deployment | oversight and direction of process improvement efforts | and project manangement.•Designed and led Strategic Development Process resulting in defined core competencies, key strategic objectives, action plan development and deployment, and strategic performance tracking using a Balanced Scorecard tool.•Leadership in the area of Malcolm Baldrige Criteria for Performance Excellence including communication; process development, documentation, measurement and improvement; measurement, analysis, review and improvement.•Directed process improvement efforts companywide including Billing and Collections, Operations, and Workforce development.•Led improvement efforts and application to various awards including improved performance and Silver lelvel recognition in Partners in Performance Excellence award.•Key contributor to request for proposal process.•Led Call Center operations, communication, processes, and performance improvements, including reduction in lost calls, development of a staffing pipeline, performance consistency, and customer satisfaction.

Led Corporate Security team in efforts to develop, maintain, and continually improve security processes and procedures to meet the needs of NQR and NQR client base, including first SAS70 review.Directed the design and implementation of company-wide business continuity processes including disaster recovery testing.

Member of Corporate Strategic Planning team: Led design and execution of annual strategic planning and goal-setting process.Taught CQIA preparation class to NQR employees for successfully passing certification examination.Planned and directed corporate improvement efforts throughout NQR.Report Redesign team member: Redesigned report structure to meet dual needs of executives and line managers.Client Relationship Manager: Led Survey team efforts to plan and implement client deliverables accurately and on time.Client Conference Committee member: Identified and recruited keynote speaker; identified and recruited external expert speakers; designed and facilitated popular 5-Star client roundtable sessions.Promoted Baldrige use and measures throughout NQR.

•Managed Corporate Quality function and business-improvement initiatives, including Baldrige Process, Quality System, Six Sigma (DMAIC) program, training function, business continuity planning, policy deployment, and corporate compliance.•Program manager and author of application receiving Massachusetts Performance Excellence Award.•Program manager for Baldrige application efforts driving operational excellence. Directed and developed improvement processes culminating in consensus review from national Malcolm Baldrige Award program.•Implemented quality metrics dashboard to drive key areas of continuous improvement companywide; this included claims processing accuracy, financial accuracy, enrollment, and call accuracy.•Program manager, owner, and developer of corporate compliance program, including HIPAA.•Project manager/owner for design and implementation of statistically valid sampling process throughout operations. Implemented processes for creation, revision, and control of all operational documentation, leading to standardized results and improvement of quality of metrics, reducing error rate over 90% and increasing process control 60% over 7 years.•As Program manager, developed, directed, and owned corporate business continuity planning.