Service Quality
Resume:
MAUREEN H. ZIPPARO, MPA, RN
** ********* ****, **********, ** • 203-***-****(H) 203-***-**** (C) • *******.*******@*****.***
EXECUTIVE MANAGEMENT/SENIOR OPERATIONS
Strategic Planning • Financial Management • Performance Improvement
Results driven, high profile Senior Executive with over 20 years of experience leading complex operational and strategic initiatives achieving desired outcomes on schedule and within or under budget. Offering excellence in managing relationships among a diverse team of high profile physicians, board members, community members, and staff at all levels. Extensive experience in financial and operational management including nursing staff, clinical and support personnel and demonstrated ability to succeed in a competitive, fast-paced environment utilizing excellent communication, leadership and motivational skills.
CORE EXECUTIVE COMPETENCIES
Quality and Process Improvement
Budgeting/Cost Controls
Executive Communication
Financial Planning
Nursing Leadership
Forming Strategic Alliances
Implementing Operational Initiatives
Improving Staff/Customer Satisfaction
TRACK RECORD OF SUCCESS
Improved operating performance, resulting in $8 million gain from operations and maintained solid track record of positive operating margins in the 5% to 6% range.
Received recognition from US News and World Report ranking in the top 25% of NY Metropolitan Hospitals, received the Healthgrades Outstanding Patient Experience award and the Commission on Cancer Outstanding Achievement award.
Provided executive leadership for the development and completion of the Camarda Care Center Master Facility Project. This $37 million project, represented 115,000 sq. foot campus expansion, including 70 private medical surgical beds, development of the radiation oncology service line, private physician offices on the hospital campus and enhanced parking facilities.
Initiated employee engagement survey, participation exceeded 90%.
Focused on customer service, safety, quality, and physician satisfaction and collaborated with community agencies, which resulted in attaining a dominant regional market share.
PROFESSIONAL EXPERIENCE
Quality Management and Magnet Healthcare Education Coordinator February 2015 - Present
Saint Joseph’s Medical Center, Yonkers, NY
Provided leadership, education and oversight of Magnet program based upon National Healthcare Foundation Standards. As a student mentor, introduced numerous career pathways in healthcare. Responsible for supporting and developing programs and practicums. Provided educational experience including both lecture and lab for students in a variety of healthcare specialties.
President & COO/CNO January 2012 – February 2014
COO /CNO February 2014 – June 2014
Putnam Hospital Center (PHC), (Health Quest affiliate), Carmel, NY
President and COO/CNO of a 164-bed acute care hospital with over 1,000 employed staff and 350 medical professional providing healthcare to over 100, 000 residents. Directed, administered, and managed the organizational functions to meet key objectives and the mission, providing quality healthcare in the community. Functional areas of responsibility included both clinical and support services. Participated in the development of the organization’s strategic plan; developed and implemented long and short-term operational initiatives that supported the realization of the system’s goals.
Selected Results:
Increased revenues through new services lines; FY 2013 annual revenue of $160 Million.
Provided executive oversight for the development of Physician Leadership Council significantly improving hospital and physician relationships.
Coordinated clinical integration of service line development for the Emergency Department, Oncology, Pharmacy and Radiology resulting in a best practice approach across the system.
Led hospital wide performance improvement initiatives partnering with the Studer Group resulting in development and execution of hospital wide pillar goals in the areas of Growth, Quality/Service, Funding our Future, People and Physician Partnering. Resulting in significant improvements in VBP HCHAP scores and Core Measures, receiving national recognition.
Expanded intensivist and hospitalist program, enhancing quality and safety and improved patient and physician satisfaction
Coordinated successful expansion of surgical services including the completion of new OR and PACU suites; project was completed on time and on budget.
Improved workplace safety and developed clinical initiatives in key service lines including wound care center and hyperbarics, bloodless medicine, neurosurgical program and palliative care.
Provided leadership and project coordination for a new 23-bed telemetry unit; completed on time and on budget
Senior Vice President & COO/CNO December 2001 – December 2011
Putnam Hospital Center, (Health Quest affiliate), Carmel, NY
Led hospital wide initiatives resulting in significant improvements in physician relationships, patient satisfaction, quality of care and financial viability. Developed financial strategies, operating plans, and managed financial operations. PHC received national recognition and was awarded the Healthgrades Outstanding Patient Experience Award in 2010 and 2011 for significant improvements in patient satisfaction scoring to the top 10% nationally. PHC received the CEO Cancer Gold Standard award, was recognized first in the region of NYS hospitals for safety by Consumer Reports and best practice in medication management by NYSDOH patient safety initiatives.
Selected Results:
Developed intensivist program, enhancing quality and safety and improved patient and physician satisfaction.
Collaborated with key physicians to expand the hospitalist program and created a pain management joint venture with orthopedic group.
Assumed executive responsibility for project oversight and implementation of Cerner electronic medical record.
Restructured clinical leadership to create strategic service line focus resulting in regional market growth and improved business literacy of clinical leadership.
Developed new programs including home sleep studies, bariatric and robotic surgery, and infusion services.
Assistant Vice President - Patient Care Services October 1997 – December 2001
Putnam Hospital Center, Carmel, NY
Developed best practice approach for delivery of patient care. Implemented reengineering plans positively affecting quality, patient satisfaction, safety, and financial outcomes. Primary oversight included operational responsibility for the practice of nursing, the development of nursing services and clinical support services. Implemented clinical programs in collaboration with the medical staff and executive team. Developed leadership programs for all aspects of nursing and clinical support services to ensure the highest quality of patient care. Successfully reorganized, directed and administered Patient Care Service.
Upgraded leadership function from independent dedicated hospital teams to an integrated service line.
Provided leadership and support for the patient care service directors in the coordination of management responsibilities including service, quality, patient safety initiatives and regulatory compliance.
Established performance structure to monitor clinical outcomes, patient safety and resource utilization.
Designed staffing models based on best practice, ensuring adequate and appropriate levels of staffing.
Achieved and sustained financial turnaround, producing a record of positive operating margins.
EDUCATION
Master of Public Administration, Health Care Administration, 1998
Pace University, White Plains, NY
Master of Science, Biological Sciences, 1995
Fordham University, Bronx, NY
Master of Science, Health Care Services, 1980
University of Bridgeport, Bridgeport, CT
Bachelor of Science, Nursing, 1976
Western Connecticut State University, Danbury, CT
PROFESSIONAL LICENSURE
New York State Registered Professional Nurse, License Number: 285599
Connecticut Registered Professional Nurse, License Number: 126466
New York State Nursing Home Administrator, License number: 05921
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