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Healthcare Expert

The Bronx, New York, United States
August 23, 2019

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C: 607-***-**** E: LinkedIn: EDUCATION

PATIENT EXPERIENCE INSTITUTE Certified Patient Experience Professional (CPXP); 2018 ELMIRA COLLEGE Elmira, NY Master of Health Services Management; 2009 GPA 3.8 out of 4.0

SUSQUEHANNA UNIVERSITY Selinsgrove, PA Bachelor of Science in Accounting; 2004 Sigmund Weis School of Business ~ AACSB accredited EXPERIENCE

THE KINDNESS FOR KAREN FOUNDATION, New York, NY October 2018 – Present Founder and Executive Director

• Oversees and implements appropriate resources to ensure operational success of the Foundation

• Responsible for the fiscal integrity of the Foundation; to include developing resources sufficient to ensure the financial health of the organization, submissions to the Board of a proposed annual budget and monthly financial statements, and overall fiscal management of the operating budget, fundraising and development

• Works with board and staff to ensure that the mission is fulfilled through programs, strategic planning and community outreach

• Responsible for strategic planning to ensure that the Foundation can successfully fulfill its mission and vision while enhancing the Foundation’s image by being active and visible in the community and by working closely with other professional, civic and private organizations

CAREMOUNT MEDICAL, Chappaqua, NY October 2017 – October 2018 Director, Patient Experience

• Achieved 8.5% increase in medical practice locations and 7.9% increase in urgent care locations as measured by the organizational goal of NPS Would Recommend

• Designed and implemented a strategic coaching framework to align people, processes, systems, and behaviors to achieve a cultural transformation resulting in improved patient perception and employee and provider engagement.

• Responsible for providing an exceptional experience to our 525+ physicians, 3500+ employees, and 550,000+ patients per year

• Worked with key stakeholders across the medical group to identify and share best practices that engage employees and providers in service excellence

• Identified challenges and opportunities for improvement that are impacting the patient experience and created a strategy to overcome the barriers to our success and progress toward achieving desired results

• Served as the subject matter expert for patient experience and service excellence, maintaining an active understanding of current thinking and innovative programs

• Created and monitored service standards and accountability structures to act as guiding principles for how we live our daily lives as CareMount Medical employees in our commitment to our patients and each other STUDER GROUP HURON, New York, NY June 2015 – September 2017 Coach and Service Line Leader, Physician Service Line / Medical Group

• Consistently achieves outstanding client results within integrated healthcare systems throughout the United States. Aligns results by pillars: Finance, Growth, Service, People, and Quality. Specifically, driving engagement, patient experience, financial return on investment (ROI) and profitability, account management, and clinical quality metrics

• Individual accomplishments include: reduction of overall clinic no show rate by an average of 6%; in the same calendar year, improved CG CAHPS results in all 5 domains from the 0th percentile to the 70th percentile (which was greater than or equal to client target of), as measured by AHRQ; increased employee and provider satisfaction by 12% and 20%, respectively, in a single year

• Accountable for elevating client performance through effectively leveraging key performance and operational dashboards, Evidence-Based LeadershipSM, and harnessing process improvement teams to facilitate next level results

• Responsible for building and managing relationships among internal and external customers to increase productivity and coordinate multiple stakeholder across large platforms

• Managed multiple medical group resources, including oversight of engagement deliverables, resource deployment, and proforma to meet or exceed client’s financial return on investment BAIRD GROUP (Baird Consulting, Inc.), New York, NY/Ft. Atkinson, WI 2012 – 2015 Consultant, Patient Experience (Contract)

• Developed and delivered customized training programs to establish patient-centric road maps to a vast array of diverse audiences to enhance efficiencies, engagement and workflow

• Conducted on-site and virtual assessments, based upon proprietary methodology, during first cycle engagement activities

• Responsible for performance improvement and executive coaching within engagement parameters.

• Provided original thought leadership for client-based improvement initiatives to support deliverables

• Supported client in identifying and implementing best practices vital to improving patient satisfaction and employee engagement metrics

MOUNT SINAI HEALTH SYSTEM, New York, NY 2013 – 2015 Program Manager, Men’s Health Center/Practice Manager, Department of Urology Practice Manager, Department of Surgery

• Achieved a 24% growth in outpatient volume; 16% growth in procedural volume; and 23% growth in overall service volumes; all in fiscal year 2013 for the focus Division of Colorectal Surgery

• Comprehensive management of up to 20 physician FTEs and 10 administrative FTEs

• Developed practice operation efficiencies by increasing patient flow, reducing clinic wait times, and improving patient, physician and employee satisfaction scores through the use of Lean, Six Sigma, and Studer Group tactics

• Conducted implementation tasks including workflow analysis and redesign, application training, post go-live optimization support for end users around EPIC and GE/IDX (Centricity)

• Conducted gap analysis exercises to identify operational and software (GE/IDX and EPIC) implementation issues

• Successfully recruited numerous specialty physicians to the comprehensive Men’s Health Center program

• Acted as EPIC superuser for physician, clinical, and administrative team members

• Partnered with the Building and Facilities Manager on construction of the new 1500 sqft Men’s Health Center WEILL CORNELL MEDICAL COLLEGE, New York, NY 2012 – 2012 Practice Supervisor, Pediatrics

• Comprehensive management of 12 physicians and APPs and 45 administrative and clinical FTEs

• Served as key implementation expert for EPIC and GE/IDX (Centricity) workflow analysis and redesign, application training, and post go-live optimization support

• Analyzed and implemented specific clinical practice procedures and systems to ensure the cost-effective management of patient care operations without jeopardizing innovative quality of care

• Redesigned front desk and telephone operations to increase patient access flow to the practice by 5% as measured by increased outpatient volume

• Developed key clinical performance indicators (KPI) that were used to develop corrective action plans aimed at maximizing practice efficiency

GUTHRIE CLINIC, LTD, Sayre, PA 2010 – 2012

Practice Manager Advanced - Senior Director, Cardiovascular Service Line

• Comprehensive management of 27 providers and 50 administrative, clinical, and technical FTEs

• Successfully managed a forecasted $1.2MM loss into a $200K gain by: maximizing patient throughput, growing clinical volume, reducing no show rate by over 10%, cutting practice expenses by over 4%, and restructuring staff responsibilities resulting in more efficient day-to-day operations

• Achieved 13% growth in outpatient volume; achieved 9% growth in procedural volume; achieved 3% growth in overall service volumes; all in fiscal year 2011

• Successfully opened and operated 4 new satellite locations (which were identified thorough extensive market and volume analysis)



• Ruda, Jason B. “The Value of Real-Time Feedback: Insights from Early Adopter CareMount Medical”. NRC Health. September 2018. Webinar.

• Ruda, Jason B. “Simulation Labs: Creating a Safe Space for Physicians to Practice”. Physician Insight Series. May 2016. Print.

Professional Associations

• The Beryl Institute (Member); Patient Experience Journal (Peer Reviewer); Medical Group Management Association

(Member); American College of Healthcare Executives (Member); Health Leaders of New York (Member)

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