Experience

Massachusetts Health Quality Partners (MHQP)

• United States
• Hospitals and Health Care
• 1 - 100 Employee

• Senior Director

  • Jan 2022 - Present

• Director of Statewide Patient Experience Survey Program

  • 2020 - Present

  Directs the Massachusetts Annual Statewide Commercial Patient Experience Survey, the organization's flagship large-scale, high-profile program. Results of the statewide patient experience survey (CAHPS-based) are used for both high-stakes purposes, including pay-for-performance risk contracts, and internal quality improvement efforts and incentives ➢Responsible for efficiency, program integrity, quality assurance, public and private reporting used for achieving targeted performance metrics and implementing quality improvement strategies and initiatives➢Ensures functionality, actionability, accuracy, validity, and reliability of statewide publicly reported practice results and provider-level results; integral in production and dissemination of high quality, detailed practice and provider-level reports ➢Instrumental in strategic planning around patient-centric measurement and quality improvement initiatives; advance patient experience agenda, generate creative and innovative service offerings and portfolio, modernization of performance metrics and measurement, with emphasis on stakeholder-driven tools➢Develop and leads cutting-edge work on patient experience narratives/comments. Drive development and implementation of a machine learning-based natural language processing tool to classify patient narratives ➢Drives qualitative research projects, focusing on quality improvement projects incorporating voice of patient/caregiver to understand and identify barriers and facilitators to receiving services, used for target performance goals and designed to provide health care leadership in planning, promoting, integrating and administering patient care experience improvement initiatives ➢Liaison with key stakeholders including health plans, provider organizations and practices, consumers/patients, advisory groups

• Director Of Operations

  • 2020 - Present

  Directs organization's operations, monitor office workflow and administrative processes to keep operations running smoothly➢Defines, implements, and revises operational policies and guidelines; maintain, update and communicate appropriate administrative policy and procedures manuals➢Provides smooth and efficient operations, including oversight of facility, vendor relations, employee evaluation processes, employee guidelines and HR policies, and oversees organizational culture initiatives➢Directs the preparation and production of accurate and timely materials to support all Board of Directors and Stakeholder Councils governance activities➢Implements on-boarding program for all new staff members to assure successful assimilation into organization including time-sensitive milestones in order to streamline and accelerate new staff independence➢Assesses performance management structures and implements enhancements to improve and strengthen performance evaluation processes, with eye toward continuous improvement for employee and organization➢Participates as a part of senior management to cultivate, promote, model and sustain an organizational culture that fosters positive employee experience, morale and performance

• Senior Project Manager of Massachusetts Statewide Patient Experience Survey Program

  • 2014 - 2020

  Responsible for planning, coordinating, and overseeing day-to-day operations of Annual Statewide Patient Experience Survey Program➢Oversaw all phases of survey implementation, administration, and reporting including recruitment and client retention, contracting, survey fielding, data collection, and timely production and dissemination of methodologically and statistically valid and reliable survey results used for risk contracts, quality improvement initiatives and incentives, public and private reporting➢Created, launched, and implemented Statewide Commercial Patient Experience Performance Awards Program, identifying and celebrating highest performing primary care practices in Massachusetts based on statewide patient experience results, highlighting best-practice strategies and initiatives among top performers➢Devised and implemented new systems, policies, and specific processes to streamline workflows, internal controls, tracking, reconciling, reporting, and alleviate bottlenecks



Tufts Medical Center

• United States
• Hospitals and Health Care
• 700 & Above Employee

• Research Manager, Center for the Evaluation of Value and Risk in Health

  • May 2008 - Oct 2013

  Provided strategic and operational oversight of the Center's infrastructure while leading a combination of important research projects; and most notably responsible for the creation, implementation, and driving CEVR’s sponsorship program https://cevr.tuftsmedicalcenter.org/sponsorship ➢Managed budget administration, fiscal planning, grant and contract maintenance➢Created and implemented marketing and heightened awareness of Center's research initiatives and mission➢Implemented and continuously increased the scale, scope, and effectiveness of key pharmaceutical and medical device sponsorship program➢Researched new grant opportunities and responded to a variety of RFPs while also authoring new grant proposal submission, working closely with senior management and legal counsel on the preparation of IRB applications and compliance related reporting; ensured protection of all proprietary materials and Intellectual Property➢Facilitated Executive Advisory Board Annual Meeting and oversaw participation in conferences, workshops, symposia, and webinars



Stern Search Consultants

• Co-Principal & Chief Legal Recruiter

  • 2004 - 2008

  Built and ran a successful executive search firm specializing in the recruitment and placement of partners and associates for large national law firms, as well as midsized, and boutique law firms.➢Wore multiple hats developing new business and following through with all stages of service delivery, including research, screening, short listing, interviewing, and placing top talent Built and ran a successful executive search firm specializing in the recruitment and placement of partners and associates for large national law firms, as well as midsized, and boutique law firms.➢Wore multiple hats developing new business and following through with all stages of service delivery, including research, screening, short listing, interviewing, and placing top talent



National Institute on Aging (NIA)

• Principal Investigator

  • 2001 - 2002

  Served as Principal Investigator on Pilot Study Grant “Consumer Perspectives on Quality in Adult Day Care” funded by National Institute on Aging ➢Examined quality of care and end user satisfaction in adult day care. Conducted qualitative research, ensured validity and reliability of all input Served as Principal Investigator on Pilot Study Grant “Consumer Perspectives on Quality in Adult Day Care” funded by National Institute on Aging ➢Examined quality of care and end user satisfaction in adult day care. Conducted qualitative research, ensured validity and reliability of all input



The Medstat Group

• Biotechnology Research

• Research Consultant

  • 2001 - 2002

  ➢Prepared and analyzed national teleconference and national listening sessions reports on removing federal barriers to community living for people with disabilities under the New Freedom Initiative, commissioned by President George W. Bush➢Provided operational support to Home & Community Based Services Resource Network (HCBS)➢Prepared Promising Practices reports through inter-state contract with Disabled and Elderly Health Program Group within The Centers for Medicare & Medicaid Services (CMS)



The Picker Institute

• Principal Survey Scientist and Project Director

  • 1998 - 2000

  Provided consultative, technical, and administrative leadership on patient experience and health care services measurement➢Designed and developed consumer satisfaction surveys regarding quality of health care➢Oversaw workplans, timelines, and budgets; managed relationships with clients and key stakeholders➢Authored proposals, prepared statistical analyses, oversaw database management – and presented results to senior leaders➢Developed assessment tools for examining quality of care and well-being with early-stage dementia and Alzheimer's disease, conducted focus groups with all involved parties➢Organized and ran research project “User Perceptions of Skilled Nursing Environments” funded by the Rothschild Foundation examining user perceptions of skilled nursing facilities (operations and service)➢Collaborated on feasibility study for Nursing Home CAHPS Project with founding fathers of CAHPS instruments–examining and evaluating data collection, patient assessments, and cognitive reviews➢ Directed and oversaw large-scale research project “Consumer Perceptions of the Health Care Environment: An Investigation to Determine What Matters.” Developed project's operational and interpretive platforms



Department of Veterans Affairs Medical Center-National Center for Post Traumatic Stress Disorder

• Project Director and Health Science Specialist

  • 1995 - 1998

  Played lead role in two large-scale U.S. Department of Defense, Veterans Administration Health Services Research and Development Grants: “Female Veterans Perceptions and Experiences in Accessing VHA Care” and “Female Gender & Other Potential Predictors of Functional Health Status Among Persian Gulf Veterans”➢Directed project scope expansion and design, developed survey instruments, completed literature reviews, conducted focus groups, performed data analyses, and integrated set-up and management of databases➢Represented Division working with professional, government, and independent groups➢Managed budgets, provided scientific outreach, and led new grant writing and assessment initiatives as well as program evaluations