HEATHER HOWARD

HEATHER HOWARD

*** ***** **** ****** *** Woodlands, Texas 77381

Home Phone: 281-***-**** Cell Phone: 713-***-**** E-Mail: acgb2z@r.postjobfree.com

CLINICAL ADMINISTRATION AND OPERATIONS MANAGEMENT

High-performing surgical and clinical operations director with expertise in building and

optimizing organizational processes, measurement systems, and infrastructure to

maximize business through delivering optimal results that exceed operational performance

targets and yield measurable outcomes: operational improvements, cost reductions

through improved process performance and revenue growth.

Expert in gathering, analyzing and defining business, state, federal and accreditation

requirements; creating policy, trend charts and other decision-making tools; designing/re-

engineering processes and workflows to improve workplace productivity and employee

satisfaction.

Highly motivated team leader who inspires team through organizational support and

design to help balance the talents of the individual team members so that everyone can

work together towards organizational goals.

Areas of Expertise

Strategic Planning and Leadership Peer Review

Operational Process Analysis Credentialing

Program Design and Development Infection Control

Facility Construction and Quality Improvement

Development Problem Solving

Equipment and Supply Acquisition Decision Making

Project Management Customer Satisfaction

Facility Licensing and Accreditation Contract Negotiations

Process Redesign Resource Allocation

Policy and Procedure Development Regulatory Compliance

Fiscal Management Performance Management

Training and Leadership Development Utilization Review/Risk Management

Staff Development EMR Implementation and

Relationship Building with Key Documentation

Business Stakeholders for successful Medical Record Documentation

organizational outcomes

Professional Experience

University General Hospital – Houston, TX

University General Health Systems – Houston, Tx

Regional Director Surgical Operations and Development (December 2012 – July 2014)

Director Perioperative Services (November 2010 – December 2012)

University General is a diversified, integrated multi-specialty health care provider that delivers

concierge physician and patient-oriented services by providing timely, innovative health solutions

that are uniquely competitive, efficient, and adaptive in today's health care delivery environment.

Professional Highlights

Launched and grew business and surgical operations of three Ambulatory Surgery Centers

and Hospital, overseeing 120 FTE’s; clinical and non-clinical. Departments managed

include, OR, Perioperative Services Unit (Pre-op/PACU/DSU), Endoscopy, Preadmission

Testing, Central Sterile Processing Department, Cardiac-Vascular Cath Lab, Scheduling and

Ambulatory Surgery Centers.

Heather Howard Resume Page 1

HEATHER HOWARD

HEATHER HOWARD

152 Eagle Rock Circle The Woodlands, Texas 77381

Home Phone: 281-***-**** Cell Phone: 713-***-**** E-Mail: acgb2z@r.postjobfree.com

Expertise in strategic planning, recruitment and patient care management combined with

strong planning and leadership qualifications resulting in identification and capturing of

opportunities to accelerate the growth of the organization, decrease costs and increase

revenue for UGH. Under my direction, surgical case volume increased 40% from 2011 –

2013 at main facility and increased 72% organizationally.

Passionate, trusted leader characterized by staff members as fair, open-minded, results-

driven, honest communicator who places the needs of her staff above her own, inspires

others to help create an environment where employees feel valued, respected and trusted;

readily assuming responsibility for her actions and her team.

Developed and implemented plans for improving and expanding services, focusing on

processes/workflows and workplace interaction. Increased access for patients by

expanding evening hours, created departmental services values, defining behaviors that

drive exceptional customer service, supportive workplace interactions and physician

satisfaction.

Raised team performance, placing renewed emphasis on quality assurance standards to

ensure that patient’s consistently receive the best care.

Provided vision, strategic direction and leadership to Perioperative Services Department,

bringing new level of respect to the Perioperative Services Director role.

Hands-on approach to reduce employee turnover. 68% of the staff under my direction in

department from 3 to 7 years.

Successfully implemented and developed Perioperative Paramedic Program. Provided

support training and hands-on simulation to integrate paramedics within the Perioperative

Services Department giving UGH the opportunity to support our community with quality

allied healthcare providers and allowed paramedics to explore nursing; supporting the

growth of our profession.

Served on the following Committees: Policy and Procedure, Core Measures, Medical-

Surgical, Surgery, MEC and ASC Governing Boards.

November 2008 – August 2010

SADLER cLINIC sURGERY cENTER – tHE wOODLANDS, tx

Clinical Director

Clinical Operations leader of a large accredited multispecialty ambulatory surgery center.

Launched and grew business and clinical operations of facility overseeing 30 FTE’s; clinical and

non-clinical, four operative suites, four procedure rooms, 12 bed post-operative unit, 10 bed pre-

operative area and 8 bed step-down unit. Services include endoscopy, general surgery, neuro-

spine, orthopedics, ophthalmology, otolaryngology, pain management, plastic surgery, podiatry

and urology.

Professional Highlights

Led daily clinical and business activities in accordance with state and federal regulations,

accreditation standards, ASC policies and procedures and the governing board for the

multispecialty facility.

Developed, implemented, monitored and evaluated clinical pathways, medical

documentation and policy and procedure. Lead analyst, consultant, planner, coordinator

and facilitator for the utilization of human, financial and equipment resources to establish

the ASC.

Spearheaded facility’s initial CMS and AAAHC certifications ensuring accreditation for the

facility.

Directed quality improvement processes resulting in providing the highest quality care.

Heather Howard Resume Page 2

HEATHER HOWARD

HEATHER HOWARD

152 Eagle Rock Circle The Woodlands, Texas 77381

Home Phone: 281-***-**** Cell Phone: 713-***-**** E-Mail: acgb2z@r.postjobfree.com

Exceeded national ASC benchmark standards in surgical site infections, patient burns,

patient falls, transfers, wrong site/wrong patient, IV antibiotic timing and appropriate

surgical hair removal.

Implemented the WHO “Clean Hands Saves Lives” Program.

Led the development of Endoscopy /Central Sterile Training Program in infection control.

Developed and implemented operational plan for ASC cost reduction resulting in

elimination of the ASC’s use of agency by 100%, streamlined ASC supplies and their use

and increased utilization of the current space and resources.

Led the ASC to 98% customer satisfaction rating in Nursing Services. The ASC received

ratings from 94% - 100% in overall customer satisfaction for the ASC during my leadership.

Guided the ASC’s training and implementation of patient scheduling, billing and endoscopy

software for physician EMR. Designed training programs and optimized training documents

to implement go-live for AdvantX and Provation software.

Monitored inventory, charges, performing invoicing for ASC.

Handled duties of biller / coder during first year.

Coordinated ASC committees, generated ASC Surgery Board minutes, infection control, and

surveillance as well as benchmarking and trending of quality improvement data.

Appointed to the Sadler Clinic Culture Committee. Created employee evaluation document

utilized by Sadler Clinic for performance evaluations based on Sadler Clinic’s pillars

(Service, Accountability, Dynamic, Leadership, Excellence and Respect)

December 2006 – October 2008

JOURNEYLITE OF HOUSTON – HOUSTON, TX

ASC Administrator

Administrator of a Bariatric Ambulatory Surgery Center – Accredited Center of Excellence,

specializing in Laparoscopic Banding Surgery. Managed three operative suites, one procedure

room, six bed pre-operative and eight bed post-operative units and 16 employees (clinical and

non-clinical).

Professional Highlights:

Led daily clinical and business activities in accordance with state and federal regulations,

accreditation standards, ASC policies and procedures and the governing board for the

facility.

Created and implemented Laparoscopy Banding Clinical Pathway and Post-operative

Treatment Protocol.

Designed facility medical record documentation. Lead analyst, consultant, planner,

coordinator and facilitator for the utilization of human, financial and equipment resources

to establish the ASC.

Attained facility’s initial CMS certification with no deficiencies sited and ensured facility’s

initial AAAHC certification in which 3 years were awarded. Generated the facility’s

application to the American College of Surgeons Accredited Bariatric Surgery Center

Network program in which Provisional Approved status was granted based upon

application and Center of Excellence was obtained by the facility.

Monitored budgets annually, monthly financials and performing invoicing/coding for ASC.

Coordinated all ASC committees, generated all minutes, surveillance and trending of

quality improvement data.

Developed Bariatric Support Group Program and taught monthly meetings.

Designed quality improvement program to include patient outcome results following

Laparoscopic Banding surgery at 2 weeks, 6 weeks, 3 months, 6 months and 1 year post-

op. Patient outcomes monitored were improvement in activities of daily living, elimination

Heather Howard Resume Page 3

HEATHER HOWARD

HEATHER HOWARD

152 Eagle Rock Circle The Woodlands, Texas 77381

Home Phone: 281-***-**** Cell Phone: 713-***-**** E-Mail: acgb2z@r.postjobfree.com

or reduction in disease processes (i.e. diabetes, hyperlipidemia), weight-loss, pain status

and mental status.

Results of program included:

o 100% of patients losing up to 50% of their excess body weight

o 100% improvement in activities of daily living among patients

o 100% of patients treated for diabetes reported either a reduction in medication

used to treat Type II Diabetes or an elimination of diabetic medication. Those

patients with Type II Diabetes who had eliminated diabetic medication use were

controlling their diabetes with dietary intake.

June 2001 – December 2006

BARIX CLINICS OF tEXAS – WYLIE, TX

Director of Nursing Services

Oversaw 20 employees in Nursing and Surgical Services Departments, as the Director of Nursing,

at a 55-bed Bariatric Specialty Hospital with four operative suites, two endoscopy rooms, full-

service PAT department with six treatment rooms, pre-operative unit, post-operative unit and two-

bed community ER.

Professional Highlights:

Managed Medical and Surgical Nursing Staff employees by fostering an environment and

culture of empowered leadership, learning, and mentoring resulting in quality patient care

and outcomes.

Developed, implemented, monitored and evaluated policies and procedures to ensure

standards were met.

Served as an analyst, consultant, planner, coordinator and facilitator for the utilization of

human, financial and equipment resources.

Facilitated retention of employees and employee satisfaction.

In absence of Hospital Administrator directed and coordinated all activities of the hospital

including but not limited to operational issues, program effectiveness, financial and capital

resources.

Ensured facility met all CMS and other regulatory requirements.

Trained all hospital personnel in tracer methodology in preparation for facility’s Joint

Commission on-site survey 2004 – Received no recommendations from surveyor onsite.

Coordinated Joint Commission Committee for completion of PPR 2006.

Prepared, implemented and monitored budgets annually for Nursing Administration,

Nursing Services, Surgical Services and Employee Health. Reviewed monthly financials

and invoicing.

Served on Medical Executive /Credentialing /Peer Review/ Pharmacy & Therapeutics and

Environment of Care Committees. Served as Chairman/Coordinator of Continuous Quality

Improvement, Utilization Review and Infection Control Committees.

Provided direct patient care in Medical and Surgical Services, taking call for Surgical

Services Department.

As Director of Utilization Review maintained hospital’s utilization plan.

Oversaw preauthorization, continued stay review, surveillance data, nurse audits, benefits

verification, maintained policies, procedures and minutes to Utilization/Tissue and

Transfusion Committee meetings.

As Director of Infection Control maintained infection control program providing

surveillance, education and evaluation of infection control processes.

Evaluated infection control surveillance data for trending, unusual infections, clustering,

etc. Determined corrective plans to decrease infection rates based on findings.

Heather Howard Resume Page 4

HEATHER HOWARD

HEATHER HOWARD

152 Eagle Rock Circle The Woodlands, Texas 77381

Home Phone: 281-***-**** Cell Phone: 713-***-**** E-Mail: acgb2z@r.postjobfree.com

As Director of Employee Health maintained all hospital and Bariatric Specialist Group

employee health records. Coordinated and participated in employee physicals, annual TB

skin testing, Annual Flu Vaccine Campaign, Post Exposure Program, injury follow-up and

immunization awareness.

Ensured facility’s compliance with OSHA, APIC and CDC guidelines.

As Director of Education responsible for ensuring an environment of learning and

mentoring, orientation of all hospital employees as well as serving as the liaison to the

Corporate Human Resources department. Updated hospital employee files, administered

annual orientation examinations to employees, developed educational calendar, objectives

and goals for Bariatric program and developed specialized patient care programs for

nurses. Developed and implemented Bariatric Surgical Services Nursing Training Program

and Charge Nurse Training Program.

Served as IT Super User for Texas facility.

Educated all hospital employees in computerized documentation system, troubleshooting

general computer issues, training of hospital employees to computer payroll system.

Education

WESTERN GOVERNOR’S UNIVERSITY – TEXAS

Master of Nursing – Administration and Leadership, December 2012 – present

CAnYon COLLEGE – Idaho

Master of Nursing – Administration/Master of Business, Fall 2002 – Fall 2008

EL CENTRO COLLEGE – DALLAS, TEXAS

Associates Degree Nursing, May 1999

sTEPHEN f. aUSTIN sTATE uNIVERSITY – nACOGDOCHES, tEXAS

Bachelor of Science Psychology, December 1992

Professional Affiliations/Certifications

Certifications BLS, ACLS, PALS, Certified Bariatric Nurse (CBN) ASMBS

:

Affiliations: AORN, ASPAN, ANA, TNA, ASMBS, National Bariatric Nurses Association, Obesity Action

Coalition

License: Registered Nurse: Compact – Texas

Heather Howard Resume Page 5

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