Susan Watson Email & Phone Number

Flower Mound, Texas, Us

Carrollton, Texas, Us

✓ 20+ years Innovative Operations Leadership✓ P&L Management of more than $130M✓ Direct Reports up to 75, Indirect Reports 200+✓ Strategy and Financial Planning✓ Drive Efficiencies and Reduce Costs✓ Persuasive Communicator and Effective PresenterCurrently involved in various healthcare-related networking and focus groups, advisory councils, boards, and chamber events. Serving as coach and mentor for jobseekers in the healthcare space. Mentoring two recent MHA graduates on leadership development and mentoring young girls for Women Leading Technology. Volunteer leader at Southlake Focus Group, facilitating a weekly breakout session for jobseekers.

Dallas, Texas, Us

In this role, functioned as hospital COO and served on administrative senior leadership team. Oversaw operations and held direct responsibility for laboratory, radiology, women's imaging, food/nutrition service, patient transport, housekeeping, bio-med, marketing/public/community relations, OP clinics, volunteers, and compliance departments. Directed business development initiatives, including physician relations, physician recruitment, and strategic service line accreditations and development.✓ Built and operated a Wellness Screening Program generating a profit of $1.03M/year to the facility. ✓ Secured $20K in grant funds for the hospital to receive payments for colonoscopies on unfunded high-risk patients.✓ Oversaw $3.5M laboratory expansion with replacement of all instrumentation, increased footprint 30%, completed $150K under budget; Post-expansion, all test turnaround times maintained 95% or above of goal and cost per test was reduced 16%, saving $750K/year.✓ Led $2M MRI replacement, improving image quality and increasing volume 150% (from 4 to 10 exams/day).✓ Implemented an IP detox program generating 18 admits/month and $36K in CM/month.✓ Utilized process improvement/LEAN principles to reduce and maintain both the blood culture contamination rate (from 2.8% to 0.8%) and the urine culture contamination rate (from 6.9% to 2.4%), saving $527K per year. ✓ Redesigned Laboratory and Radiology staffing models, permanently reducing by 8.5 FTEs and saving $442K per year.✓ Renegotiated contract for pathology services, decreased average cost/test by 9% (from $50.39 to $45.73), saving $65K annually.✓ After implementing LEAN and twice daily pre-shift huddles in the laboratory, achieved a 14-point increase in employee engagement (from 75% to 89%), the highest year-over-year department improvement.✓ Achieved Joint Commission total hip and total knee replacement certifications and the Commission on Cancer (CoC) Accreditation by the American College of Surgeons.

Dallas, Texas, Us

In charge of the public, community, and physician relations activities, advertising/marketing, communications, and strategic planning. Oversaw senior clinic operations, bariatric program, comprehensive wound center, business development, physician recruitment, and service line development.✓ Coordinated large scale communications and major image campaigns to inform the community of positive changes at the hospital after acquisition by Baylor. Post-campaign saw an average increase of 10-points in categories such as awareness, preference, and advocacy, according to the National Research Corporation (NRC) survey data.✓ Realized $500K+ in operational savings by closing two underperforming service lines (invitro fertilization program and senior clinic), directed all staff realignment, patient notification, equipment sale and removal, and all other operational details.✓ As trainer/facilitator for Baylor’s system-wide two-day orientation program presented bi-monthly to 200-300 new employees.✓ Managed $1.4M Annual Marketing Budget for Image and Communication Campaigns.✓ Taught 560 Employees on Change Management after Acquisition by Baylor Health Care System.✓ Created Robust Employee Choice Awards Physician Recognition Program.

Us

Led strategic planning, new product line development, public/community and physician relations, physician recruitment, advertising and marketing, and internal communications; managed senior clinic operations and bariatric surgery program. ✓ Recruited 88 Physician Investors, Raised $20.2M to Syndicate Facility, Created JV.✓ Recruited Five Bariatric Surgeons, Grew Volume 400% from 92 to 425 Cases/Year in 24 Months.✓ Created New Comprehensive Wound Care Service Line & Constructed Ambulatory Clinic. ✓ Designed and launched a new public website and e-mail server for 700 employees, created a new facility logo and launched image campaign for new ownership, Hospital Partners of America (HPA); implemented online store for company-branded merchandise.✓ Assisted partnership process to operate as a stand-alone entity with no oversight or support after operator declared bankruptcy. ✓ Maintained employee retention at 85% through two operator transitions, one bankruptcy, and RFP process for a new operator.

Us

While still overseeing clinical lab services, took on the role of physician relations and business development. Also served as facility’s Service Excellence Initiative Champion.✓ Received Tenet’s Service Excellence Award for creating Target 100 Ambassador Program; recognized as best practice for service.✓ Created and facilitated in-house customer service training program, increasing patient satisfaction by 10 points (Press Ganey). ✓ Completed 10 requirements for the facility's first Center of Excellence (COE) in bariatric surgery survey. Achieved COE designation from American Society for Metabolic and Bariatric Surgery; subsequently achieved COE status from four insurance carriers.

Us

Led all clinical laboratory operations at two hospital campuses, two satellite clinics, and an In-Vitro Fertilization (IVF) Program, responsible for 75 FTEs. ✓ Built two satellite clinic laboratories, achieving CAP accreditation for both within first year.✓ Achieved facility's first CAP Accreditation of the In-Vitro Fertilization Lab.✓ Served as CAP inspector for multiple off-site inspections. ✓ Oversaw multiple equipment/instrumentation and software platform conversions.

Bachelor Of Arts - Ba, Professional Development

Master Of Science - Ms, Human Relations And Business

Medical Microbiology And Bacteriology