Teri Lancaster Email and Phone Number

Change Management (PROSCI), Project Management (Enterprise Architect), Program Management, DevOps, Software Application configuration & implementation• Conducted predictive and statistical analysis• JIRA Project Management, CRM tool, Software as a Service tool implementation management & execution from planning to go live to continued Customer (internal/external) support• Skilled in business intelligence process variation• Change management introduction and facilitation to new accounts and employee user training providing introduction to new software application software impact testing of new design features for functionality• Customer Feedback obtained User Education/Mentoring/Training completed on in-house software application with Troubleshooting and Suggested Actions/Questions (VOC) for further development• Defining and understanding critical milestones as well as overall project deliverables to achieve successful implementation• Understanding components of call center agent and accounts/lines of business metrics for new software application implementation• Process roles and responsibility creation and defined process documentation including customer experience and input communication with account managers and directors for implementations• Successful project management providing effort analysis• User guide/training content creation• Review of Customer Feedback data• Customer Journey Mapping• Advisor to international student interns with communication to local universities and meeting with key stakeholders to understand needs and recruitment process

Project Program Management (LEAN); Business Transformation, Process Excellence, VOC, Business Process, Analysis, Metrics, C-Suite Communication, Process Mapping, Customer Experience, Business Waste identificationSuccessfully accomplished department Kaizen events in 2 years with standard work and KPI metrics with sustainment plan• Designed and implemented Employee Communication relating to Transformation and Business Change• Executed strategic planning mapping with senior staff key metrics and ROI analysis created and enhanced internal processes• Info gathering, coaching root cause analysis offering training across the organization using fundamental lean and change management techniques to identify and eliminate waste resulting in value-add change for staff, patients, and families• Administering LEAN tools of DMAIC for supply chain change management project and program management • Strategic planning as well as utilizing best practices with recommendations for enhancement and development of current processes and new ones• Trained and supervised 275 employees for a move relocation with communication timeline to employees and deployment with note to major milestones and accomplishments• Identified and implemented process improvements to enhance and improve customer (internal and external) experience and identify high priority issues and resolutions• Spearheaded cross-divisional teams towards achieving common project goals• Crafted executive communications for business transformation initiative

• Submitted 100+ mid-level providers information for insurance companies for credentialing processes• Investigated, tracked, and resolved patient complaints on erroneously charged patient bills• Assisted managing annual department budget including employee FTE, operations, revenue, and expenses• Appointed as United Way campaign coordinator for entire organization of 5000+ employees• Compiled, reviewed, and managed RFP and vendor agreements for submissions

Supported the CIO, Corporate Compliance Director and Vice President of Community Affairs and Planning

• Coordinated communication and task management with employee survey vendor, Vendor & Project Management• Managed and executed employee survey for 5000+ employees• Created and sustained the Employer of Choice program• Instigated successful employee incentive programs to promote positive work culture and increase retention• Cultivated, analyzed, and managed employee turnover report to correlate with employee exit interview data• Presented solutions for Employee Relations issues• Executed employee retention reward and recognition program• Created & Managed employee exit interview survey• Built relationships and ongoing communication with stakeholders, board members and executive leadership and C-Suite level leadership

• Tracked and reported monthly on hospitals institutional operating statistics by department• Reviewed variances with department heads for explanations• Assisted with annual budget planning and review by senior department leaders