Human Resources Customer Service

Meghan C. Farmer, MHA

**** **********; Odessa, TX 79762

Phone: 432-***-****

****************@*****.***

Summary:

A collaborative and motivational trust advisor, experienced in leading employee engagement, recruitment, and retention initiatives in large organizations resulting in measured improvements in employee and consumer engagement and consumer outcomes.

Education

Master of Healthcare Administration (MHA), 2016

Walden University – Minneapolis, MN

Bachelor of Arts in Public Relations, 2001

Minor in Marketing

Texas Tech University Lubbock, TX

Relevant Experience

Medical Center Health System, Odessa, Texas

Director, Service Excellence

July 2008–January 2018

Responsibilities: Provide operational over sight of system-wide initiatives, including executive level to front line staff training and development, coaching, and validation of evidence-based employee engagement and retention tools, tactics, policies, procedures and processes across all service lines. Health system diversity coordinator and provide oversight of system-wide patient experience, patient advocacy services (including risk management and complaint management), and interpreter services initiatives.

Accomplishments (based on most up to date data):

Oversight of the reorganization of the New Hire Onboarding Process, maintaining adjustments as needed to align with organizational and industry changes, achieving and sustaining a 99% employee satisfaction rating bi-monthly.

Improved system-wide employee turnover from 28% to 21% (FY 2016 – FY 2017)

Improved system-wide employee engagement from 42nd percentile to the 54th percentile (FY 2015 – FY 2016)

Increased Emergency Department employee engagement from 28th percentile to 63rd percentile (FY 2016 – FY 2017).

Collaborated with Human Resources leadership to develop and implement recruitment and retention strategies, resulting in a 12% reduction in turnover in the first 2 years

Developed and coordinated leadership development seminars.

Collaborated with Executive Team to align Human Resource strategies with organization’s long term strategic plan.

Facilitated implementation of Studer Group initiatives in the Emergency Department, Inpatient acute care and critical care units, 32 Medical Practice clinics/centers, and outpatient services areas

Improved patient flow metrics in the Emergency Department resulting in a reduction of Left Without Being Seen rates from 7% to 3%, decreased door to treatment room time by 20 minutes, and decreased door to doctor time by 7 minutes.

Improved Emergency Department patient satisfaction by 18 percentile points over Fiscal Year 2016

Improved Imaging Services patient satisfaction by 14 percentile points.

Coach and mentor the annual goal writing for leaders’ evaluations; achieving 100% compliance on scorecard and 90-day plan completion

Co-author of the Quality Texas Award for Performance Excellence (TAPE) Progress Level application and Award Level application.

Lone Star State Bank, Odessa, Texas

Director of Marketing/Business Banking Administrator

September 2007-July 2008

Responsibilities: Administrative oversight of the organization’s marketing plan and business banking relationships.

Accomplishments:

Developed human resources policies and procedures for the new bank

Established a new employee training.

Provided onboarding support for all new hires.

Increased number of accounts by 49% during first operational year

Developed a customer satisfaction survey to guide process and service improvements

Managed commercial banking and lending operations, including compliance and loan review.

History Maker Homes

New Home Sales Professional / Regional Manager

June 2003-July 2005

Responsibilities: Provided oversight for five communities South Arlington/Mansfield area.

Accomplishments:

Grossed approximately $15 million in new homes sales.

Identified top closer at History Maker Homes.

Increased gross sales through the development of marketing strategies for “challenged” communities

Partnered with the Arlington and Fort Worth Chambers of Commerce and Arlington Association of Realtors.

Partnered with realtors and investors to sale multiple listings within History Maker Homes.

Created and conducted monthly training on customer service skills and closing tools.

Professional and Social Organizations:

American College of Healthcare Executives (ACHE) Member (2016 – present)

Golden Key International Honor Society Member, Walden University (2016 – present)

Children’s Miracle Network (CMN) Council

oBoard Member (2013 –2015)

The Crisis Center (2010 – 2013)

oPresident (2012 – 2013)

oSecretary (2011 – 2012)

The Odessa Rotary Club (2007 – 2016)

Kappa Alpha Theta Sorority

Contact this candidate