Director

• Jul 2023 - Present

Associate Director

• Oct 2021 - Jul 2023

Enterprise Director, Patient Access

• Nov 2020 - Oct 2021

Director, Ambulatory Practice Optimization

• Nov 2019 - Nov 2020

Director Of Special Projects

• Feb 2018 - Nov 2019

Ambulatory Services Administration

Project Manager

• Aug 2017 - Feb 2018

Project Manager on the non profit operations of sixteen pediatric sub-specialties, consisting of 170,000 square feet, in the Novak Center for Children's Health. Facilitates multiple sub-specialty neighborhood meetings to integrate relationships among the shared services pediatric departments. • Designed and developed standardized, organizational policies and procedures.• Planned and organized a Practice Manager professional development program.• Designed, developed and delivered service excellence educational material promoting the organization mission.• Successfully facilitated bi-weekly, operations neighborhood meetings that consist of organization leadership, practice managers and team members with efforts to standardize process workflow.• Established Business Services professional development material introducing CG CAHPS and patient experience data results, online recognition tools and the ability to Connect the Purpose for each team member. Show less

Patient Experience Improvement Leader

• Mar 2016 - Aug 2017

• Strategic Operations Specialist for conducting gap analysis, intervention, and recommendations for 19 Pediatric Specialty Medical practices. Developed and delivered standardized Patient Experience training curriculum to improve employee, provider, and leadership communication • Conducted role, site based classroom, and workshop style training on industry best practice• Conducted experiential based skills development training via role playing and simulated patient interactions. Directs, real time, objective observation of patients/families within the care experience, including interactions, processes, and workflow • Leader and mentor at all levels of the organization• Driver and supporter of service recovery initiatives with organizational standardization and best practice implementation• Targeted improvement initiatives and monitors success of education and coaching efforts via data analysis for performance improvement• Partnered with Marketing and Communications for conducting patient focus groups • Identified and improved the effectiveness of work methods, systems, and operational equipment to leverage the value of information technology and assets to improve patient services • Developed, designed and evaluated processes to promote efficiency and lean culture• Articulated value-added or realized benefits from an improvement project by outlining specific performance measures, targets and goals Show less

Manager of Training and Design

• Jun 2014 - Dec 2015

• Manager of Training and Design for the third largest specialty pharmacy in the nation • Strategically planned, directed, coordinated, maintained, and delivered high quality educational services and solutions for specialty clients and associates • Successful learning project leadership: Organization curriculum development, patient education delivery model, clinical systems training for new hires, clinical systems orientation • Strategic leadership for all learning operations including learning technologies, targeted instructional design approaches, diverse training delivery methods, multi-level learning evaluation, accreditation support and gap analysis • Planned, implemented, and evaluated an innovative and practical leadership development curriculum and role specific training • Executed training programs in excess of eighteen specialty pharmacies, managing a remote instructional design team that resided on both, the East and West coast • Collaborated with executive leadership, external consultants, staffing administration, and front line support services to develop state of the art educational solutions through a blend of cutting edge technologies and strategies including mobile, in person workshops, online webinars, eLearning, and rapid training delivery processes • Driver of enterprise wide, multi-level improvement and enhancement evaluation strategy to assess the impact of training activity on the organization • Coaching leader and mentor to a cross functional team of Continuous Improvement Coaches, subject matter experts, designers and best in class operations team • Partnered with cross-functional stakeholders to identify gaps and recommended measurable learning and performance solutions • Researched, evaluated, and leveraged best practices to expand the quality and accessibility of leadership and staff development to target audiences Show less

Training and Development Specialist

• Mar 2012 - Jun 2014

Training and Development Consultant Training and Development Consultant

Training Specialist / Instructional Designer

• Mar 2012 - 2014

Online course and classroom training development and design. Lean Learning collaboration with subject matter experts to design and develop online course and classroom training material. Development and design of job aids focused on lean, continuous learning systems. Conducted project analysis, project management and coordination of logistical training concepts. Online course and classroom training development and design. Lean Learning collaboration with subject matter experts to design and develop online course and classroom training material. Development and design of job aids focused on lean, continuous learning systems. Conducted project analysis, project management and coordination of logistical training concepts.

Corporate Project Manager / Business Analyst

• 2008 - Jun 2009