Health call center consulting activities. Highlights of our services include:•Clinical and Non Clinical program design, Implementation Services, Project Management, Telehealth best practices, Vendor evaluations-RFPs•Strategic Consulting, Customer Service and Call Center Audits, Education/Training, URAC/NCQA Readiness•Operational Efficiency, Sales and Marketing, Leadership Training, Litigation Assistance with Triage Calls, Quality Program Design

Nurse Executive responsible for clinical contact center operational areas.Instrumental in the design and deployment of the Intelliview call center management system for triage and health information, in existing and network partner call centers. Project manager for various client implementations including acquisitions and assimilations. Achieved URAC accreditation for Health Call Center in all sites and developed call center policies, job descriptions, CQI, risk management and orientation programs. Provided marketing and sales support through presentations and demonstrations of systems and services. Lead the initiative to implement innovative strategies including a shared governance model and telecommuting remote nurses to assure profitability while recruiting and retaining an experienced team of tele-nursing professionals. Significant Business Development expertise with new product and service design to meet strategic goals.

Project manager for the implementation of Demand Management Products to include telephone nurse triage, audio health library, after hours utilization review program, and network physician referral in a call center environment. Instrumental in achieving company’s “first in the nation” status for accreditation of URAC 24 Hour Telephone Triage and Health Information Standards. Responsible for developing call center policies, job descriptions, CQI and orientation programs. Provide marketing and sales support through presentations and demonstrations of systems and services. Administratively responsible for educational programs.

Provided various managerial assistance/support to new patient focused work team while nurse manager was hired on a 59 bed surgical-orthopedic-neuro/renal unit. Ensured proper staffing ratios of RNs to multiskilled personnel while preparing unit for successful JCAHO survey. Facilitated staffing and scheduling workgroups, leadership council, and implemented a multidisciplinary unit based practice group for CQI projects.Accountable for the clinical, fiscal, educational and administrative management of the Emergency and Minor Emergency Departments as well as an off site Walk in Care Facility. Managed over 50 staff while search for Nurse Manager occurred. Marketed to physicians in outlying towns for Trauma Referral program. Collaborated with Occupational Health Service Line Manager to develop contracts for local businesses. Completely revised policies for all areas resulting in a successful JCAHO survey.