Manager Staff

Qualifications: Experienced healthcare manager with strong leadership and teambuilding skills. Able to lead and direct in a fast paced ambulatory care setting. Excellent communication skills. Creative problem solver. Innovative and energetic. Organized and efficient. Passion for Patient Experience and Patient Safety.

Experience:

Clinic Supervisor December 2017-present Swedish Heart & Vascular Clinic-Electrophysiology/Device Clinic, Advanced Cardiac Support (Heart Failure), and Structural Heart Teams.

Responsible for supervision of Access Team for three sub-specialty clinics within the Heart & Vascular Clinic.9 Physicians, 11 APC’s, and 13 support staff. Responsible for recruiting, hiring and training of new staff. Tracking and monitoring provider time away and CME, expense reimbursement. Accomplishments:

Collaborated with Clinic Supervisors to create monthly meeting and training for all referral and patient care coordinators.

Working to develop culture of sharing staff across sub-specialty clinics.

Developing relationships with Medical Directors of each sub-specialty clinic that are collaborative in a culture where this has not been the norm.

Developing a culture of accountability and team work in the context of high supervisory and executive leadership changes.

Safety Committee chair-assumed oversight of Safety Committee, including recruiting new members. Ensured overdue fire drills with evacuation were completed, Assessed EMR down-time workstations and ensured that standard forms are available and monthly testing is completed. Created tracking sheet for completion and participation in drills in order to document all caregivers have participated in at least one full evacuation drill annually.

Clinic Manager July 2015-October 2017 Southlake Clinic (Pulmonary/Sleep, General Surgery, Research, Allergy & Immunology, Infectious Disease & Southlake Select)

Responsible for overall clinic operations, hiring, training, and coaching of staff. On boarding for new providers, orientation to clinic, scheduling Epic training and hospital orientation. Coordination of staff and provider schedules. Management of expenses within budget. Conflict and complaint resolution.

Accomplishments:

Responsible for Ancillary Services: Durable Medical Supplies provided by Southlake Clinic Sleep Center, Pulmonary Function testing including ABG's.

Introduced monthly and daily staff and provider schedule.

Oversight of 11 providers and 20-25 staff.

Assumed oversight for Research Dept and subsequently assumed Research Coordinator duties when both Research Coordinators departed abruptly within a month of each other.

Assumed duties two weeks prior to EMR transition from Nextgen to Epic and one month prior to physical space move. Ensured clinical staff completed required training prior to conversion. Successfully

Coordinated physical space move of department losing only one clinic day.

Held All Staff Team Building session day after move to establish new workflows prior to re-opening clinic in new space.

Served on Patient Experience Committee-part of team that developed Southlake Clinic Pillars and Service Guidelines.

Clinic Manager-UW Medicine Neighborhood Clinics Sept 2004-July 2015 Primary Care, Internal Medicine, Sleep Medicine, Infectious Disease, Urgent Care.

Responsible for overall clinic operations, hiring and training of staff. Provider and staff licensing. Facility maintenance and upkeep. Assessment of capital equipment needs. Coordination of staff and provider schedules. Management of expenses within budget. Management of staff within FTE budget. Conflict and complaint resolution. Health & Safety training for staff & providers.

Accomplishments:

Strong collaborative partner with Clinic Chief and provider team. Managed clinic expense budget of $671,000.Total clinic budget of 5M

Clinic visit volume of 23K FY13 and 27K in FY14.

CGCHAPS Patient Satisfaction Scores (Willingness to Recommend) at or above

93% 7 of 12 months 2014-2015.

Managed expansion of services from Primary Care, Family & Internal Medicine to include

Sleep Medicine, Cardiology, Infectious Disease, and Urgent Care.

Oversight of laboratory & x-ray services provided on site.

AHRQ Culture of Safety Survey for all Neighborhood Clinics in 2013, Federal Way Clinic in

2008. Collaborated with Director of Clinical Services to complete survey network wide.

Piloted and developed workflow for Telephonic Interpreter Services with HMC Interpreter

Services.

Staff Engagement Score FY13 4.3 and FY14 4.1 (scale of 0-5)

Oversight of 25 staff including RN, Social Worker, MLT, and other support staff.

Launched Patient Service Representative Workgroup. Including writing charter, agenda and minutes for Network wide meeting of Patient Service Representatives.

Piloted use of data loggers for vaccine refrigerators and freezers before they became a requirement.

March 2014-November 2014 on site construction supervision for major clinic remodel that included phased construction.

Successfully transitioned team from provider office and MA workstation configuration into a team zone model.

Successfully led clinic team through transitions of Clinic Chiefs as well as provider departures and arrivals.

Held off site retreats for All Staff and various departments that included recognition, team building, and development of new workflows.

Performed Mock Survey’s at other network clinics in preparation for AAAHC Survey.

Have prepared and been a part of 100% compliant surveys since 2005. Developed drill completion standards and trained new managers on Safety Training.

Piloted use of data loggers for vaccine refrigerators and freezers before they became a requirement.

March 2014-November 2014 on site construction supervision for major clinic remodel that included phased construction.

Successfully navigated expansion and contraction of provider base over successive years. Clinic opened with 2 providers in 1998 and currently has 8 providers.

Active member of the following committee's: Patient Care, Safety Committee, Quality Improvement Committee, and Medical Equipment Committee.

Served as representative to multiple entity (UWMC, HMC, UWMNC, NW, VMC) Registration Standards Committee.

Education:

University of Washington Certificate Program in Medical Management

Medical Practice Quality Measurement & Management Autumn 2008

Health Services Financial Management Autumn 2006

Strategic Management of Healthcare Organizations Winter 2005

Leadership & Change Management Spring 2007

Associate of Arts Degree

Green River Community College Auburn, WA 1997

Medical Assistant

Temple School of Maryland Silver Spring, MD

Honors Graduate Lindbergh High School Renton, WA

References:

Available upon request

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