Manager, Patient Services (Pharmacy & Direct-to-Patient)

• Oct 2022 - Present

Senior Program Leader, Patient Access

• Oct 2021 - Oct 2022

Evaluated and stabilized Hub Pharmacy Network, and maintain operational effectiveness for both the Hub and Pharmacy Network, including managing vendor performance, invoices, data inquiries, and strategic conversations.Manage key relationships with multiple vendors. Implemented over three new vendor relationships in the new access channel space, including contracting, data validation, operational process design, and cross-functional collaboration.Spearheaded numerous initiatives to create efficiencies and cost savings against Budget, saving the organization over $1mil/yr through the completion of key contracting changes and redistributing accountability to vendors.Explore new access channels and partnerships, and evaluating vendors for alignment with organizational strategy. Show less

System Program Manager, Virtual Health and Telemedicine

• Mar 2019 - Oct 2021

Report directly to the Vice President, Virtual Health and Consumer Services for the system office, overseeing initiatives for multiple states. Defined accountabilities and initiatives for the system's new Virtual Health strategic plan. Rapidly scaled and deployed Virtual Health solutions across the continuum of care to address COVID-19 needs, specifically in the Ambulatory, Hospital Outpatient Department, and Direct to Consumer space. This resulted in over 3,000 providers gaining access, training, billing, and documentation capability in less than 2 weeks, and the completion of over 100,000 scheduled virtual visits in 4 weeks (the previous average was 20/month). Manage operations and design for the ministry’s largest virtual health programs, telebehavioral health and telepsych, including staffing model analysis, contract management, data analysis, documentation, and workflows. Created, implemented, and managed the system-wide governance structure for virtual health, which included: developing over 22 new programs from scratch in 5 months, managing the pipeline of new programs and existing programs, designing and managing all metrics of success for programs and a tracking mechanism. Designed clinic-to-clinic programs, inpatient programs, community-based programs, and remote monitoring programs. Function as the team subject matter expert and team liaison for all things related to virtual health reimbursement, regulations, policy, data, technology (software and hardware), electronic medical record. Produced a monthly dashboard for key performance indicators of virtual health programs for distribution to leaders across the organization. Manage inventory of existing programs and relationships with accountable owners to achieve metrics of success. Show less

Project Management Analyst, Ambulatory

• Jun 2017 - Mar 2019

Operational Owner of MyChart, Bon Secours' patient portal, growing MyChart active users by 30% in unique log-ins by 35% in a 12 month period, transforming the tool from transactional to transformational. Researched, designed, implemented, and maintained a Secret Shopper program designed to measure patient access for the system's primary care services, while managing a group of 10 secret shoppers (recruitment, training, huddles, crucial conversations, constructive feedback). Part ownership of a system-wide Board Approved Goal for improving in-network utilization of radiology services, focused around screening mammograms, resulting in roughly 6,500 more Medicare Shared Savings Program women receiving a screening mammogram and having a better grasp on their health. Directed and managed the system-wide Emergency Department leadership group, the Emergency Services Market Segment, reducing Left Without Completing Care by 22% since joining the work and keeping the group focused and working together. This requires frequently influencing physicians, administrators, and nurses without the official positional authority to do so. Responsible for standing up Epic Video Visits through MyChart, including identifying use cases, working out operational logistics for practices going live with the technology, billing, and legal/compliance. Tying together a prioritization process for enhancements for the electronic medical record, growing the culture of partnership between local market operators and the technical build team. Analyze a $3.5 million budget and identify areas for improvement, tracking progress month to month.Vice Chair the Maryland Region Emerging Leaders Employee Resource Group, planning activities and providing support to better engage and include emerging leaders within the organization. Show less

Administrative Resident

• Jun 2016 - May 2017

Drive strategy and project manage for system-level senior services development within the health system.Co-project lead for developing a baseline, standardized ambulatory care management training program for new ambulatory care management employeesProject manager for the Emergency Services Market Segment group, driving improvement and the sharing of best practices in our system's emergency departments, responsible for seeing over 600,000 patients per year, resulting in over 50% of our inpatient admissions. Assist on projects pertaining to business intelligence, population health, finance, clinical operations, and employee engagement. Show less

Graduate Assistant

• Mar 2015 - May 2016

Acted as team lead to help the Complex Care Clinic obtain level 3 PCMH status (Patient Centered Medical Home). This included compiling documentation to adhere to a multitude of recognition standards. This typically takes clinics over a year to do, our clinic team achieved from start to application submission in 8 months. Project Manager for a process and IT system transition from one system of data entry to another for VCU's Advanced Health Homes Created the plan, process, data collection tool for a patient satisfaction survey in the Complex Care Clinic. This project also included me managing a third year medical student as they rotated through the clinic and collected the patient satisfaction survey data. Planned, researched, and stood-up a Patient Advisory Council for the Complex Care Clinic Acted as a liaison for consulting groups working with the Office of Health Innovation Show less

Health Administration Intern

• Jan 2015 - Feb 2015

8 week internship rotating through different departments such as medical records, marketing, and the Athena EHR rollout team, assisting with projects in each department 8 week internship rotating through different departments such as medical records, marketing, and the Athena EHR rollout team, assisting with projects in each department

Project Associate/Intern

• May 2013 - Oct 2014

Started as summer intern and after three months was kept on to be a part time project associate Assisted cohort and completed over 20 projects including but not limited to: creating and filling a matrix of Joint Commission standards for NVHA’s 14 member hospitals, running and writing the report for the Eastern Shore Coalition Workshop consisting of over 20 organizations, created, conducted and analyzed surveys that reached up to 50 people, scheduled and organized over 50 skilled nursing facilities as a part of the Extended Care project Show less

MAD Sales Team

• Apr 2012 - Oct 2013

Assisted over 30 customers per shift as well as worked high volume days such as Valentine’s Day Trained over 7 new employees over the course of a year and a half Assisted over 30 customers per shift as well as worked high volume days such as Valentine’s Day Trained over 7 new employees over the course of a year and a half

Volunteer

• Jul 2013 - Aug 2013

Researched and compiled data for over 1,000 patient visits for grant purposes. Without this information, the organization would not have the data to support their application for grants. Researched and compiled data for over 1,000 patient visits for grant purposes. Without this information, the organization would not have the data to support their application for grants.

Research and Planning Intern

• Aug 2012 - Dec 2012

Planned and researched an emergency bioterrorism exercise for the Eastern Shore region, consisting of over 20 organizations involved Wrote the After Action Report for the exercise Planned and researched an emergency bioterrorism exercise for the Eastern Shore region, consisting of over 20 organizations involved Wrote the After Action Report for the exercise

Administrative Assistant

• May 2012 - Aug 2012

Organized 6 months of neglected administrative work in an immunology lab, such as excel spreadsheet tracking, grant documentation and reconciliation, and inventory tracking Organized 6 months of neglected administrative work in an immunology lab, such as excel spreadsheet tracking, grant documentation and reconciliation, and inventory tracking

Senior Counselor

• Jun 2011 - Aug 2011

Care for children aged 8-16 for a week, 24 hours a day. I also was responsible for lifeguarding, teaching various activities such as digital photography, dance, low and high ropes, and arts and crafts. I ensured the safety of campers and other counselors, while still encouraging responsible fun. Care for children aged 8-16 for a week, 24 hours a day. I also was responsible for lifeguarding, teaching various activities such as digital photography, dance, low and high ropes, and arts and crafts. I ensured the safety of campers and other counselors, while still encouraging responsible fun.

Waitress

• May 2010 - Sep 2010

Seated, took the order of customers, delivered their food, and cleaned their tables afterwards. I learned a lot about customer service and how to interact with people with all sorts of personalities to make their experience at the restaurant the best it could be. Seated, took the order of customers, delivered their food, and cleaned their tables afterwards. I learned a lot about customer service and how to interact with people with all sorts of personalities to make their experience at the restaurant the best it could be.

PEER

• Sep 2009 - Jun 2010

Assisted in the guidance office with secretarial work, such as answering phones, helping students and parents as they came in with questions, delivering things around the building for the office, and working with the guidance counselors on special programs. Assisted in the guidance office with secretarial work, such as answering phones, helping students and parents as they came in with questions, delivering things around the building for the office, and working with the guidance counselors on special programs.

Office Assistant

• Jul 2007 - Oct 2007

In charge of filing, alphabetizing, mailing, and copying papers. Organized office spaces and supply closets for easier access. Also assisted at larger events, such as Strides for Breast Cancer. In charge of filing, alphabetizing, mailing, and copying papers. Organized office spaces and supply closets for easier access. Also assisted at larger events, such as Strides for Breast Cancer.