Customer Service Registered Nurse

Jacqueline Conrad RN, MBA

***** ********* ***** 708-***-****

Orland Park, Illinois 60467 ************@***.***

Career Summary

Senior healthcare executive and proven clinical leader with extensive experience in hospital

operations, staff development and change management. Significant accomplishments in the areas of

operational efficiency, patient throughput, nursing recruitment and retention, and information

technology applications for patient records, staffing and dashboard reporting. Solid reputation as an

innovative leader of culture change; inspiring teamwork across disciplines and commitment to mission

and vision.

Professional Experience

Adventist GlenOaks Hospital, 2008 – Present

Glendale Heights, Illinois

GlenOaks Hospital is a 186-bed acute care facility. This growing, community hospital has over

17,000 Emergency Department (ED) visits per year and serves as the main campus for the Adventist

Midwest Institute for Behavioral Medicine which comprises over half of the inpatient volume.

GlenOaks is designated as Chest Pain Certified, holds level II trauma and level II perinatal

designation and was named a Thompson Reuters top 100 hospitals in 2008 for Quality Improvement.

GlenOaks is part of Adventist Health System, a large, faith based, not for profit health system.

Chief Nursing Officer and Vice President of Patient Care Services,

Responsible for inpatient nursing, imaging, cardiology, surgery, emergency, behavioral health,

rehabilitation, respiratory and pharmacy services. Directs quality initiatives in the areas of staff

retention and engagement, clinical quality and patient and physician satisfaction.

Launched region-wide new graduate RN residency Program.

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Restructured regional behavioral health services to create region-wide Adventist Institute for

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Behavioral Medicine, based at GlenOaks. Led 1.3 million dollar renovation of behavioral health

units.

Reduced utilization of behavioral restraints by over 50%

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Achieved 100% compliance with Acute Myocardial Infarction and Surgical Care Improvement

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Program

Reduced RN monthly turnover from 1.8% to .9%

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Implemented Studer initiatives – discharge phone calls, leadership patient rounding, hourly patient

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rounding, thank you notes, employee rounding, internal customer rounding, scripting, stoplight

reports. Improved HCAHPs top box from 50% to 60%

Initiated AAA repairs in Interventional Labs

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Cross-trained OB staff to scrub and circulate for C-Sections

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Improved physician satisfaction in surgery department leading to 5% increase in case volume and

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9% increase in revenue

Mount Sinai Hospital and Schwab Rehabilitation Hospital, 1984 – 2007

Chicago, Illinois

Mount Sinai Hospital is a 432-bed teaching, research and tertiary care facility with childrenʼs hospital

designation, providing Level I trauma and Level III perinatal services. This busy urban hospital has

over 46,000 Emergency Department (ED) visits per year and over 3800 births per year. Schwab

Rehabilitation Hospital is a 125-bed teaching, physical medicine and rehabilitation facility serving both

adult and pediatric patients. Schwab treats over 1,800 inpatients per year. Both hospitals are

members of Sinai Health System, a not for profit health system serving one of Chicagoʼs most

economically and socially deprived communities.

Jacqueline Conrad RN, MBA Page 2

Chief Nursing Officer and Vice President of Patient Care Services, Mount Sinai Hospital and

Schwab Rehabilitation Hospitals (2002 – 2007)

Responsible for nursing services for Mount Sinai and Schwab Rehabilitation Hospitals, and

administration of Emergency Department of Mount Sinai Hospital. Operational responsibility for 718

FTEs and $47 million budget. Directed quality initiatives in the areas of staff retention, quality of care,

customer service, capacity management and patient throughput.

Reduced RN vacancy rate from 14% to 6% in competitive urban market.

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Implemented New Graduate RN Residency Program. Improved new graduate RN retention from

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50% to 81%, achieving a $480,000 net program benefit.

Increased academic partnerships in order to “grow our own” caregivers.

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Initiated onsite BSN completion program and MBA program in partnership with Olivet

Nazarene University.

Increased clinical site affiliations by 30%.

Participated in “Career Lattice” program with city colleges to promote CNA advancement into

professional nursing careers.

Implemented on line shift bidding for nurse scheduling (first Chicago hospital to do so).

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Led hospital wide Emergency Department throughput initiative with sustained positive results.

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Reduced Emergency Department throughput time by 30%, currently four hours.

Reduced walkouts by 60%, currently less than 2%.

Up to 70 – 80% of patients seen by provider in 30 minutes or less.

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Achieved 100 percentile ranking amongst peer hospitals in Emergency Department patient

satisfaction as measured by Professional Research Consultants, Inc. (known as PRC).

Achieved improved operational efficiencies in ancillary and support departments.

Achieved targeted $3 million labor expense reduction as part of three year turn around plan.

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Implemented team model utilizing LPNs in med surg and maternal child divisions.

Achieved operating expense results at 2% under budget for FY 06.

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Participated in four, city wide Emergency Response Tabletop Drills led by staff from U.S.

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Department of Homeland Security. Sinai was noted to be “model program” in emergency

response. Developed expertise in Operations Chief role in Hospital Incident Command Structure

through actual facility related Code Triage situations (four to six per year).

Planned and implemented Health System Emergency Preparedness Fair for employee caregivers

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and community members. Coordinated Hospital Vaccination Response Team training.

Led the development and implementation of successful Plans of Correction in response to state

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Public Health regulatory issues. No further deficiencies noted in follow up visits.

Led clinical team responsible for re-initiating open-heart surgery program.

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Re-implemented Meditech computerized nursing documentation at Mount Sinai Hospital.

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Integrated interdisciplinary team documentation.

Created systems and processes to improve interdisciplinary communication.

Linked documentation to quality data collection to automate processes.

Implemented wireless, bedside documentation.

Reduced hospital acquired pressure ulcers by 40% through improved assessment and

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documentation systems .

Achieved restraint utilization rates 46% below benchmark for medical surgical units and 92%

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below benchmark for critical care units.

Achieved perfect Joint Commission score at Schwab Rehabilitation Hospital in 2005.

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Director of Nursing, Schwab Rehabilitation Hospital ( 2000 – 2002)

Responsible for administration of nursing services, including out patient clinic. Directed quality

initiatives in the areas of staff retention, customer service and interdisciplinary teamwork.

Restructured department to enhance role of nursing within interdisciplinary team.

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Improved patient satisfaction scores regarding quality of care from 30% excellent to 50%

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excellent as measured by Professional Research Consultants, Inc. (PRC).

Reduced new hire turnover from 30% to 12%.

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Created interdisciplinary, computerized patient assessment and discharge summaries.

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Improved staff performance in Code Blue response, reducing avoidable errors by 80%.

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Implemented shared governance committee for administrative decision-making.

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Jacqueline Conrad RN, MBA Page 3

Spinal Cord Injury Unit Manager, Schwab Rehabilitation Hospital (1999 – 2000)

Responsible for clinical management of complex rehabilitation clients through supervision and

direction of licensed and non-licensed nursing staff. Planned, implemented and evaluated education

and quality improvement activities with unit staff members.

Enhanced spinal cord injury nursing practice through interdisciplinary collaboration and

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educational presentations.

Implemented shared governance model of unit management.

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Clinical Nurse Educator, Brain Injury and Spinal Cord Injury Units, Schwab Rehabilitation

Hospital (1998 – 1999)

Planned and implemented unit based education and quality improvement program for Brain Injury and

Spinal Cord Injury Units. Prepared and presented staff education programs. Coordinated unit

orientation and preceptor program.

Initiated “Nursing Rounds” on Spinal Cord and Brain Injury Units with Physicians and Therapists.

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Chaired Multidisciplinary Pain Management Committee.

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Awarded best poster for “The Gang Affiliated Spinal Cord Injury Patient” at national Association of

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Rehabilitation Nurses conference.

Clinical Nurse Educator, Schwab Rehabilitation Hospital (1988 – 1998)

Coordinated monthly orientation for all nursing staff members. Provided leadership for

implementation of new clinical documentation system (Meditech). Coordinated educational

programming and competency evaluation process for Nursing Department. Prepared for Joint

Commission and Commission on Accreditation of Rehabilitation Facility Surveys (CARF).

Initiated Hospital Sponsored Basic CNA Program with 24 successful graduates.

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Designed and Implemented Computerized Clinical Documentation Module for Nursing

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Department (Meditech).

• Coordinated Competency Evaluation Program for Nursing Department utilizing creative

approaches, i.e. crash cart relay, competency fairs, bowel jeopardy.

• Chaired Multidisciplinary Patient Education Committee.

Staff Nurse / Diabetic Clinician, Schwab Rehabilitation Hospital (1984 – 1988)

Provided rehabilitation nursing care in a primary care model. Coordinated patient and family

education and discharge planning activities for assigned patients.

Established inpatient diabetic class for disabled diabetics.

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Developed patient education materials and resources.

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Education

Masters of Business Administration - Olivet Nazarene University, Bourbonnais, Illinois, 2006

Bachelors of Science in Nursing - Saint Xavier University, Chicago, Illinois, 1984

Licensure, Certifications, Professional Activities

Registered Professional Nurse, State of Illinois

Certified Rehabilitation Registered Nurse (1988- 2006)

Certified Nursing Assistant Instructor

Member of Advisory Board for Robert Morris Collegeʼs Nursing and Surgical Scrub Technician

Programs

Member of American Association of Nurse Executives

Member of Illinois Organization of Nurse Leaders

Member of American College of Healthcare Executives

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