Project Manager Management

SUSANNE N. JOHNSON

** ****** **. (H) 609-***-****

Ewing, NJ 08638 *********@***.***

SENIOR OPERATIONS EXECUTIVE

Healthcare / Hospital Administration

Performance-driven healthcare leader with 20+ years of operations

experience in a leadership position. Recognized for excellent business

acumen, integrity, and ability to build teams of high achievers in a

diversity of working environments.

Consensus-building change agent with engaging public speaking abilities who

leverages a financial services background to develop sustainable business

models.

Core qualifications in project management, organizational development,

patient care delivery, health outcomes, process improvement, and

relationship building.

PROFESSIONAL EXPERIENCE

HENRY J. AUSTIN HEALTH CENTER - Trenton, NJ 2001-2010

Chief Operating Officer

Set strategic direction for medical facility through multiple change

initiatives that transformed patient care and internal operations. Directed

100+ employees to perform a large number of functions: administration

services, information management, patient billing, patient advocacy,

patient registration, project management, facilities management, and

medical records. Reported to CEO.

. Organizational Leadership. Achieved recognition for attaining buy-in,

financing, and completion of complex projects and process improvements

in a heavily regulated organization.

. Technology Advance. Strengthened information management by selecting

and implementing Practice Management/Electronic Medical Records

system.

1. Accelerated patient flow and improved patent revenue tracking

and projections.

2. Cash collections improved by $500K annually, and expedited

insurance billing produced additional $350K annually.

. Workforce Planning. Introduced alternative work schedules that reduced

annual salary cost by $378K without sacrificing quality of work or

patient flow.

. Joint Commission Accreditation. Developed and implemented 4 plans to

meet Joint Commission requirements: Environment of Care, Emergency

Management, and Leadership, and Information Management.

- Achieved 3 Satisfactory Joint Commission survey ratings since

2002 that sustained health center's accreditation status.

. Call Center Implementation. Increased patient satisfaction by 35% by

planning and launching a call center. Selected and implemented Avaya

VoIP software, recruited and trained staff, developed standards and

expectations, and monitored performance.

. Capital Project Leadership. Launched medical facility expansion,

directing all project aspects for a 14,000 sq. ft. state-of-the-art

building.

- Secured land and funding and managing architectural and

construction activities.

- Enabled increase of 10,000+ patient visits annually.

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HARMONY SCHOOLS - Princeton, NJ 2001

Office & Business Manager

Advanced educational and operational goals of private school by directing

day-to-day business operations including accounting, payroll, front desk

activities, customer relations, purchasing, and communication management.

SUSANNE N. JOHNSON - Page 2 of 2 - *********@***.***

PARENTING SABBATICAL 1999-2001

MERRILL LYNCH - Somerset, NJ 1993-1999

Senior Project Manager (1996-1999)

Leveraged analytical and client relations skills to lead all project phases

including gathering requirements, defining scope, creating budget,

developing and implementing plan, testing, and training. Effectively

communicated new ideas, project status, and ongoing initiatives to top

management and staff.

. Process Improvement. Delivered consistently successful projects by

developing and implementing new criteria for project risk analysis.

. Team Leadership. Ensured shared understanding of project outcomes by

bringing together business and technology contributors to define

specifications.

Manager / Eastern Client Services (1993-1996)

Strengthened customer experience by leading call center operations to

deliver high standard of service.

. Organizational Development. Restructured call center operations to

achieve 15% reduction in staff and $100K in annual salary costs by

introducing alternate work schedules and flextime.

. Team Leadership. Reduced employee turnover by 30% by improving

communication between management and staff.

. Workforce Strategy. Introduced joint goal setting between managers and

staff that led to new performance standards.

PREVIOUS POSITIONS

Vice President - Banking Operations, CHASE MANHATTAN BANK - New York, NY

BANKERS TRUST COMPANY - New York, NY

EDUCATION

Bachelor of Arts, ADELPHI UNIVERSITY - Garden City, NJ

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