Manager Project
Resume:
SUSAN HOWARD-CAMPBELL
Fate, Texas 75087
***************@*****.***
linkedin.com/in/susan-howard-campbell
SUMMARY
A people-oriented, diplomatic, and conscientious leader who uses analytical problem solving to make logical decisions in order to achieve goals. An energetic facilitator with 25 years’ experience in the ever-changing landscape of healthcare, encompassing numerous roles in both acute and ambulatory care services. An inspiring role model and objective evaluator of organizational performance and processes. Innovative performance improvement coach and forward-thinking motivator experienced in process and quality initiatives. Possesses organizational skills, time management, project management, planning, lesson design, classroom design, and management skills. Utilizes critical thinking skills and interpersonal communication skills. Leads, coaches, and facilitates curriculum and process improvement teams to achieve success. Knowledgeable in Microsoft Office, Healthcare Management Systems, measurement system analysis, and reporting to support corporate and business unit strategy.
EXPERIENCE
OPTUM 360 AMBULATORY SERVICES (f/k/a MEDSYNERGIES), Irving, Texas
Revenue Cycle Management Senior Quality Assurance Manager, 2017-2017
Managed all aspects of quality audit team and developed, implemented, and maintained process measurement and control systems for healthcare and practice management systems. Engaged in quality improvement opportunities, focused audits, and root cause analysis. Taught and managed the Green Belt program for Lean Six Sigma Green Belt certification.
Directed offshore and onshore quality auditors.
Established and Facilitated Quality Committee for quality review and quality improvements in support of business goals and strategy.
Partnered with internal control to ensure compliance.
MEDSYNERGIES, Irving, Texas
Client Service Excellence Leader and Training Development Advisor, 2015-2017
Operated as project manager/facilitator for two development programs: business process redesign (BPR) and practice manager development program (PMDP). Partnered with clients to lead workshops to review and improve medical workflow processes. Developed a curriculum for Practice Manager Development Program.
Project Manager/Facilitator for Business Process Redesign (BPR):
oAchieved four-fold increase in wRVUs, increased revenues, and implemented new no-show policy.
oImproved workflow efficiency resulting in higher staff and patient satisfaction.
Facilitator for Practice Manager Development Program (PMDP):
oIndividualized action plans and practical tools to measure financial health and employee responsibilities.
oCreated and administered a participant engagement survey with a facilitator rating of 4.51 and content of 4.11 out of 5.
UNIVERSITY OF TEXAS SOUTHWESTERN MEDICAL CENTER, Dallas, Texas
Manager, Clinical Workflow Optimization, Ambulatory Care Center, 2013-2015
Provided expertise in clinical and practice operations. Used Six Sigma methods to develop efficient operational workflow enhancements. Managed optimization team implementing workflow optimization plans for ambulatory clinics. Led practice through workflow redesign by identifying gap between current and best practice workflows. Oversaw daily work assignments for employees assigned to particular aspects of workflow optimization team. Performed tracer audits to ensure continued compliance with Joint Commission accreditation standards.
Developed structure for improvement projects.
oInstituted project management techniques creating structured and manageable portfolio for improvement projects.
Performed Lean Six Sigma Yellow Belt training.
oFacilitated Lean Six Sigma Yellow Belt Program for managers and supervisors resulting in successful PDCA and Kaizen projects.
Managed Lean Six Sigma redesign of neurosurgery.
oRedefined role responsibilities for front desk and clinical staff in neurosurgery ambulatory practice improving staff satisfaction scores.
oRedesigned workflows for front desk and clinical staff in neurosurgery ambulatory practice, improving Press Ganey patient satisfaction scores with “likely to recommend” scores exceeding 95%.
Facilitated Anticoagulation Steering Committee.
oDeveloped and maintained single repository for meeting agenda/minutes and committee decisions.
oProvided data analysis resulting in improved patient monitoring procedures.
THE ROME GROUP, INC, Arlington, Texas
Consultant, 2012
Conducted on-site training for superiors and managers for quality and process improvement. Developed instructional materials for “Principles of Quality” based on ISO 9000. Designed instructional materials for “Basics of Lean Thinking.”
Facilitated compliance project, fulfilling all contract requirements and satisfying HR compliance requirements.
Led Lean reorganization of workflows to decrease processing time.
Conducted 5S redesign training.
CHILDREN’S MEDICAL CENTER DALLAS, Dallas, Texas
Performance Improvement Project Manager, Quality Administration, 2008-2011
Directed performance improvement projects within quality division. Improved processes using Lean Six Sigma (LSS), Kaizen, 5S, GE Cap, and Value Stream Mapping (VSM) methodologies. Assisted with Joint Commission readiness, inspection and evidence of compliance. Conducted tracer audits for compliance with accreditation standards. Collaborated with clinical and non-clinical staff. Performed research and analysis, defined project scope, and conducted process and improvement training prior to project initiation. Identified key resources, developed teams, facilitated root cause analysis, and designed and executed system improvement projects. Managed LSS and VSM projects in administrative, emergency, and inpatient services departments. Developed and maintained strong relationships with team leaders and engaged members to drive improvement initiatives. Presented to senior leadership regarding project end-to-end accomplishments.
Directed document compliance improvement project, improving documentation compliance from 75% to 90%.
Performed Lean Six Sigma Green Belt training and certification project with net revenue of $5,700,000.
oAchieved 70% certification rate (vs. industry average of 40%).
oDeveloped and led initial training and coached and mentored university students through project work.
Managed multidisciplinary care plan redesign.
oSet up Kaizen experiment; created team of 26 from all disciplines to redesign disjointed care plan process.
oEnabled hospital to meet accreditation standards and regulatory requirements.
oDecreased length of stay for patients by establishing systems to support collaboration across all disciplines.
Led 5S Lean reorganization for ICU’s respiratory equipment and supplies.
oIncreased patient safety and unit efficiency by developing system for storing and maintaining equipment and supplies.
oCreated SOPs, developed visual diagrams, and labeled locations for supply storage.
Implemented just-in-time performance improvement training.
oBolstered project success; designed and led training modules for value stream mapping, lean, and performance improvement methodology to educate team members before project initiation.
ADDITIONAL EXPERIENCE
PARKLAND HEALTH & HOSPITAL SYSTEM, Dallas, Texas
Project Manager, Training and Development, 2005-2008
Designed instructor materials, facilitated training, and mentored students for success. Served as EPIC Ambulatory trainer responsible instructor-led training, design of materials, and upgrade testing/implementation. Facilitator for Lean Six Sigma Green Belt training and mentoring candidates for Green Belt certification.
Created LSS GB educational materials and led two six-week training programs for 27 students.
Coached and mentored students on projects for six months with 100% achieving certification.
Quality Analyst, Pathology Administration, 2002-2005. Directed improvement projects and oversaw staff to support quality control. Enhanced lab specimen identification 64%, from 18% to 82%. Improved TAT chemistry specimens 40%. Reduced Rad-Sure supplies 50% for irradiation of blood products.
Blood Bank Supervisor, Transfusion Services, 1997-2002. Oversaw high-complexity serological antibody ID testing. Managed new employee onboarding process and training. Led medical technology student education.
EDUCATION
TEXAS A&M UNIVERSITY, Commerce, Texas
M.S., Business Management, 2015
SCHOOL OF ALLIED HEALTH, Hartford, Connecticut
Post-Graduate Certificate, Medical Technology, 1991
EASTERN CONNECTICUT STATE UNIVERSITY, Willimantic, Connecticut
B.A., Biology, 1978
CERTIFICATIONS
Certified Medical Practice Executive (CMPE), 2017
Six Sigma Master Black Belt (MBB), 2011
GE Change Agent/Work-Out Facilitator, 2010
Lean Six Sigma Black Belt, (BB), 2009
Development Dimensions International Certified Facilitator, 2007
Medical Technologist, American Society for Clinical Pathology, 1991
PROFESSIONAL DEVELOPMENT
MS Project, 2011
MS Office, Excel, 2011
Statistical Software, Minitab, 2011
AFFILIATION
MGMA
COMPUTER SKILLS
Microsoft Office Suite, Minitab, Patient Management Systems (Epic and Cerner)
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