Rachael Erwin Email & Phone Number

Kent, Wa, Us

Greater Seattle Area

-Assist client in definitions of project objectives, scope, organization, timelines and overall approach.-Conduct research and data collection to gain understanding of the business.-Support development of process improvement and change management knowledge for client and team members. -Define business process requirements, identify gaps and recommend process changes to client.-Facilitate subject matter experts on workflow and data needs for process efficiency-Develop and implement client-based training.-Develop and implement project measurement/KPI plans-Participate in Eleven8 Consulting business activities.

Seatac, Wa

-Lead continuous improvement and operational business improvement initiatives for operating divisions within Alaska Airlines and Horizon Air.-Own continuous improvement activities within the operational business improvement portfolio and develops and leads divisional programs supporting key focus areas including change management, training development, and team development.- Analyze and proposes innovative solutions to divisional stakeholders on operational business improvement opportunities.

Seattle, Wa

-Provide process improvement and project management services across department and functional boundaries using Lean, Six-Sigma and other strategies. -Lead project teams that are focused on delivering measurable results, documented and sustained improvement in health care and service delivery.-Establish and maintain effective working relationship with leadership, staff and medical staff, supporting efforts to identify and implement strategies to improve the efficiency and effectiveness of quality and safe care.-Partner with leaders to implement front line improvement program by fostering a culture of shared communication, engagement, collaboration, decision making and continuous process improvement.

Involved with highly complex improvement projects using Lean strategy deployment system. Met quality standards and the production of expected deliverables during all phases of project life cycle: initiating, planning executing, controlling and closing. - Member of Emergency Department Hospital Inpatient Lean Team, working to implement transition management to reduce inpatient hospital stays, potentially avoidable days and admits resulting in a $50M cost savings.- Lead Lean team on Health Plan Business transformation project resulting in creation of a design and standard work for Kitsap Physician Services conversion to a new computer system and business structure. Provided change management support for staff transition to Group Health in order to help individuals manage the integration of work teams. - Designed an improvement approach for a CMIS projects Behavioral Health and Continuing Care functions to capture program performance metrics, pinpoint most effective care interventions and maximize investments in care programs. - Facilitated customer focused management training to diverse team of managers from health plan and delivery system resulting in management ability to independently implement improvements within their own departments.- Provided training in Lean methodologies, mentoring and coaching to develop team members and managers in the Lean improvement process, and in implementation of solutions to increase proficiency of daily management system.- Established effective working relationships and managed communications with project sponsors, project oversight group members and key business customers resulting in engagement, ownership and sustainability of improvements

- Implemented Lean Daily Management System including standard work and process improvement for claims team of 20 claims processors, adjusters and auditors resulting in a reduction in inventory and wait time and an increase in quality.-Guided the work activities of team members covering Intake and Commercial Claims functions of Claims Department.- Provided assistance to assure timely and accurate processing of internal and external delivery system claims in order to meet and exceed service level agreements with contracted providers. - Recommended policy changes to Health Plan Operations based on analysis of team functions and analysis of workflow.- Documented and implemented process and procedural changes to facilitate the resolution of claims issues and to support the Health Plan Operations goals for customer satisfaction.- Designed and implemented solutions to staffing, quality and workload problems, and altered workflow as needed to meet or exceed standards.- Conducted in-services and training sessions as needed in order to promote an environment of continuous learning. -Collaborated and coordinated with other Group Health Cooperative areas and other affiliates in order to ensure seamless administration of all Health Plan products.

- Delivered classroom or one-on-one training, using lesson plan and training course materials created for the class or product.- Responded to priority training requests in order to meet regulatory requirements. - Met with sponsors and/or manager to determine training needs and objectives, and recommend training design.- Developed training plans in order to support new product/project implementations.- Developed and updated training course materials, lesson plans and assessment tools in order to provide accurate documentation as a single source of truth.- Created departmental procedural and technical documentation regarding claims processes using knowledge of the claims system, current departmental processes and workflow.- Responsibility for ensuring accurate documentation resulting in adherence to established Federal and State regulatory and compliance requirements.

- Monitored calls for staff of 25 Customer Service Representatives in order to determine if representatives provided customers current, accurate information and were adhering to professional customer service standards. - Conducted taped monitoring and side-by-side monitoring of representatives and met monthly to provide feedback, identify good performances and offered suggestions for improvement.- Provided individual and group performance information to supervisors. - Identified and analyzed trends, recommended formal and informal training opportunities.- Recommended and wrote/revised quality assurance policies and procedures for the department.- Maintained automated quality monitoring system.- Facilitated new employee training sessions on quality assurance program.

- Consulted with managers to develop recruitment strategies for difficult to fill positions.- Ensured that hiring processes were in compliance with employment laws and collective bargaining agreements.- Composed and placed advertising in appropriate media.- Facilitated new employee orientation.- Communicated daily with potential candidates regarding all aspects of employment process.- Trained and supervised employment support staff.- Managed computerized applicant tracking system.

Bachelor Of Arts, Sociology

Activities and Societies: Resident Assistant

Education record