Customer Service Project Manager
Resume:
Leena Dhand, MBA, MS
Email: ********@*****.***
Qualifications:
Dynamic 20 + year career in health care industry involving information systems implementations, upgrades, systems development and project management roles. Broad based exposure to various constituencies of Healthcare industry such as providers, payers and systems vendor organizations. Proven expertise in effective system selection, vendor product management, data systems analysis, end user training, project leadership and administration, and excellent client relationship building skills.
Educational Background:
Master in Business Administration-Major: Health Systems Management, Rush University, - June, 1994
Master of Science, Microbiology - June, 1989
Bachelor of Science, Biology - June, 1986
Career Background:
Feb 2014 – Current – Consultant/Founder Partners In Technology Solutions Inc.
Provided Project specific consulting support for the following client organizations:
Dignity Health – Project Manager IT (Contract Engagement expired Nov 20th)
oProject Managing ICD 10 conversion initiative for the organization’s HIE platform (Mobile MD), and Oncology applications Aria and Mosaiq. More specifically the engagement covered:
Evaluation and redefinition of scope of work needed to take these applications to ICD 10 compliance
Leading the effort for ICD 10 remediation from a systems, integration and workflow perspective
Coordination of testing and go live activities specific to these projects.
**Recipient of “Making a Difference Award” for project work related to Dignity Health’s ICD 10 initiative **
WKG Advisory and Consulting – Project Manager (Contract Engagement)
oProject managing Entire Care acquisition by Next Level Health Plan from an IT perspective. Both Entire Care and Next Level Health Plan are Care Coordination Entities created under the state of Illinois’s Innovations Project for Medicaid recipients.
oProject managing ongoing software development needs for Next Level Health Plan and expanding technology platform to cover the needs of Entire Care acquisition utilizing Virtual Health platform.
RASS- Support corporate objectives with technology staffing and offshore project initiation work.
Sept 2012 - Jan 2014 – Project Manager, Universal American Corp.
Provided Project Management oversight to assigned projects related to development of organization’s ACO technology operations and framework. More specifically to include following initiatives:
Quality measures reporting initiative – provided overall direction, technical and business requirements for in house development of a system to support clinical quality measures data collection from providers and subsequent reporting to CMS. Heavily engaged in SDLC as well post development support of the application while working with both offshore and onsite resources. The system supported clinical quality data collection and reporting for 16 ACOs comprising of over 200 physician practices across the country. Gained a good understanding of PQRS as well as meaningful use measures.
Developed communications protocols for Executive Directors responsible for various markets as well as corporate ACO leadership before and during submission period.
Supported abstractor training and served as a liaison between temporary staff and Universal American.
Developed and conducted physician training to promote automation for clinical quality data extraction from their respective EMRs and submission to our system.
Staffed the command center for the duration of the submission period.
Provided direction on data storage for subsequent CMS audit needs.
Care Coordination System – Developed data extracts from a data repository to send routine updates to the care coordination system for ACOs.
Streamlined the process by introducing automation to the data extraction and submission process. The initiative reduced the total number of extracts from over 128 to 4 for a given time period and eliminated human errors in the process of file generation while enhancing data integrity.
Nov 2011 – Apr 2012 – Sr. Business Analyst. Contract Engagement, MD Anderson Cancer Center
As part of the institutional initiative to introduce use of barcode technology solutions to further Patient Safety, provided project management/evaluation support for implementing barcode technology for Pathology specimen collection process with the overall objective of positive patient and specimen identification at the point of collection. Specific responsibilities included:
Work with end user community to observe current work flows, analyze business processes and make recommendations for future state technology solutions for Pathology specimen collection processes.
Provide process analysis including current state workflow assessments, functional requirements and technical feasibility analysis to feed into design review sessions for an in house development solution to support positive patient and Pathology specimen identification at the point of collection.
Prepare hardware roll out inventory for all collection areas.
Nov 2009 – May 2011 Sr Clinical Applications Analyst, Memorial Hermann Healthcare System
As part of the organization’s HIE team supported all integration/lab orders and results automation initiatives for Outreach lab system – Lifepoint Informatics to physician practice EMRs. Managed interface implementations through full project cycle of design/workflow analysis, build, test; train, live and post go live support. Successful implementations with eCW, and Genius Doc (pending live).
Worked with the vendor, customer to implement/test several custom application developments in response to special requests or application bug fixes for Lifepoint
Provided production support for Cerner Lab application and Outreach lab system –Lifepoint including interfaces to Allscripts, Logician and Supra EMR systems.
Sept. 2006 – Aug. 2009 Project Manager, Vanguard Health Systems – Chicago Market
Provided effective Project Management oversight of assigned technology portfolio projects. Responsibilities included: budgeting, planning, personnel, vendor and customer relationship management. Worked through several successful implementations and upgrade projects initiatives such as:
Hardware migration and replacement of the lab AIX server and subsequent application (Sunquest/Misys) upgrade to ver 6.2. This upgrade migrated the application from roll and scroll to GUI as well as enabled ISBT functionality for both Macneal and Weiss hospital laboratories. Project completed in time and in budget with much recognition within the organization.
Automated Pathology orders from lab reference system (Atlas) to lab Pathology System (Copath). Project completed in time and under budget receiving accolades from market and corporate executives.
Implemented orders and results interfaces to remote EMR Systems which facilitated information exchange between lab and remote physician offices to support outreach lab business. Successful implementations with e-clinicalworks, and GE Centricity products. ADT and results interfaces implementations with E-Md, Orchard Systems and Anteq were in progress. Responsible for work flow evaluations, proposing optimum solutions and managing implementation through full cycle.
Implemented Systoc application at two Occupational Health Clinics. Project successfully completed and within time and budget constraints
Copath application and hardware upgrades are in progress. This project will allow the Copath application to make a leap of three versions providing framework for additional pathology modules implementations.
Provided systems and process change support for HIS Order Entry replacement initiative underway at the organization representing impact to laboratory systems.
Provided project management support for Horizon clinicals implementation project for Home Health.
Feb. 2005 – Aug. 2006 Implementation Manager, Morrisey Associates Inc.
Provide implementation services oversight for roll out of Morrisey’s clinical suite of product offerings (MCCM - Morrisey’s Concurrent Care Management software). Manage all aspects of systems implementation through project delivery while maintaining high customer service standards.
Key responsibilities summary:
Conducted Implementation Project Kick Offs with client executive sponsors groups representing departments of Utilization Management, Discharge Planning, Risk/Incident Reporting, Infection Control, Clinical Quality and Patient Relations at provider organizations.
Developed, maintain and communicate project plan, project status, pending issues logs, risk profiles to clients as well as Morrisey leadership for multiple concurrent roll outs nation wide.
Identified, communicate and drive resolution of critical issues and risks to ensure timely completion of implementations and to ensure that customer quality requirements are met per expectations.
Owned and managed customer relationships for implementations
Interfaced with the development team on application enhancements, testing and release management.
Developed and manage cross product implementation approach and documentation for roll outs and integration activities for MCCM and MSOW.
Developed application training curriculums for client sites in implementation.
Coordinated team members from cross functional teams for site specific system design, work flow requirements gathering and system build activities.
Developed curriculum for Crystal training for adhoc report writing for Utilization Management, Discharge Planning, Quality, Infection Control and Risk Incident modules of MCCM
Dec. 2003 - Feb. 2005 Sr. Business/Clinical Systems Analyst, University of Chicago Hospitals.
Lead the effort for Copath implementation and Cortex systems replacement for the Pathology laboratories. Provide project management oversight by working in support of all activities related to systems implementation cycle such as analysis, design, build, system testing, end user training and Cortex data conversion effort.
Core responsibilities are summarized as follows:
Responsible for developing, maintaining and communicating project plan, project status, pending issues logs, risk profile, risk mitigation strategies and change requests to the user group, project management organization and IS leadership.
Performed detailed scope analysis of the cortex data conversion approach and activities such as requirement gathering, dictionary comparison, data mapping, defining functional and or technical limitations, and conducting user reviews.
Developed, executed and coordinated ADT, orders/results, billing interface testing scripts among user representatives, integration team, system vendor and integrated systems support representatives. Generated test data using Last Word registration system.
Chaired weekly meetings to coordinate system build domain management, reporting and other design initiatives to support intradepartmental processes.
Developed and structured the end user training approach.
Conducted review meetings to synchronize hardware deployment strategy and schedule with the rest of the project activities.
Jan 1998 – Dec. 2003 Applications Analyst, Northwestern Memorial Hospital, Chicago
Active member of the hospital’s patient safety design benefits modeling committee. As part of health care systems delivery/support team provide project management services for systems implementation and support functions. Proven background in systems delivery and support functions of clinical (Powerchart -Cerner), ancillaries (Lab - Sunquest), medical records (Softmed), and quality management (Midas) systems. Core responsibilities included coordinating, project managing and supporting key system/information management needs of the assigned portfolio of user departments among integration, helpdesk, and network support groups while ensuring high customer service/support standards.
1995 - 1998 Account Representative, HCIA Inc formerly Mercer Consulting. Deerfield
Provided systems management/service support to 8-10 application (CHAMP) clients. CHAMP is a compilation of Health plan claims and enrollment data supporting plan performance evaluation support over a period of time. The databases were developed by collecting claims and enrollment data and running through a conversion protocol to facilitate reporting. The scope of services included development of database design, review accuracy of the translation reports, trouble shooting and coordinating issue/resolution through a team of programmers, production and database analysts. Analyze databases to identify trends to determine if any potential studies should be performed to ensure the most efficient health benefit plan design. Provided health plan evaluation consultations, supported all account activity while maintaining excellent customer service and communication standards within the organization.
1990 - 1991 Research Technologist, Northwestern University, Chicago
Accomplished author of publications in FEMS and Journal of Immunology.
Responsible for conducting and supporting multiplel research projects involving recombinant DNA technology.
Computer Skills
Proficient in the use of Microsoft Office Applications.
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