Customer Service Management

ADELE E. EMERY, R.N., MSN

*** **** ******* ******

Oldsmar, FL 34677

727-***-**** ************@*****.***

SUMMARY

A highly experienced Healthcare Executive who has demonstrated the ability to lead diverse teams of professionals through integrated processes in complex multi-level organizations. Goal oriented healthcare leader with strong nursing and business qualifications and an impressive track record of more than 22 years in management, 30 years in nursing. Recognized for the implementation of excellent customer service/patient experience standards and the ability to organize and implement multiple projects from design phase, budget forecast, organize teams, purchase equipment, create policy/procedures and manage to completion. Identified continuous change actions to increase volumes, reduce cost, increase efficiencies and enhance quality patient care by evaluating processes, successfully creating business plans and developing service outcome and cost reports.

Efficiency- Cost Reduction Planning

Strategic Development - Implementation

Team Building/Collaboration

Budget/Projections/Reimbursement

Patient Experience/Customer Service

Six Sigma Green Belt/Quality Management

PROFESSIONAL EXPERIENCE

UNIVERSITY OF SOUTH FLORIDA, Tampa, FL 2008 - Present

Director of Endoscopy and Surgery Center, 2009 to present

Business Administrator College of Medicine – Faculty Practice Plan, 2008-2009

Responsible for clinical/business operations for a five suite endoscopy/pain/swallowing center and four suite

multidisciplinary OR/SPD to include ENT, Ortho, Podiatry, Cataracts, General Surgery, GYN, Breast Cancer, Plastic

Surgery, Ophthalmology, and Urology. Responsible for 51 FTE’s and approximately 6,000 procedures annually.

Decreased staffing expense by approximately $900,000 by creating an efficiency workflow program

Development Planning with Consultant Teams for patient experience program, efficiencies, strategy, contract

reimbursement, process work flows, coding/billing/reimbursement and registration processes

Decreased supply expense by approximately 30% through negotiating vendor supply contracts/GPO contracts

Decreased implant cost by approximately 25% negotiating contracts with vendors and implemented IPG program

Increased efficiencies by implementing low census program and cross-training initiatives throughout the center

Responsible to ensure compliance with state regulatory requirements/licensure-AHCA and AAAHC.

Oversee Quality/Risk/Life Safety/Fire/Infection Control/Patient Safety programs to meet regulatory requirements

Created RFP for J.A. Haley VA Hospital, implemented contract – increase volume growth by approx. 35%

Developed inventory program – implemented processes to ensure control/cost reduction of supplies.

Developed and created new programs/business plans for ASC to improve quality, increase volume and revenue to include

Pain Management, Plastic Surgery, ECT. Managed Care Contracts/Charges/Reimbursement oversight

Developed electronic cost per case data program HART by CPT code/case number to evaluate profitability of cases

Oversee the clinical implementation of an EMR for the OR, Endoscopy, Pre-Op and Recovery areas.

Business Administrator for the College of Medicine – Developed new programs and created Business Plans for

Pulmonary Function Program, Vascular Program, Sleep Center Program, Rheumatology Clinic Efficiencies

MORTON PLANT MEASE HEALTHCARE, Clearwater, FL 2004 - 2007

Director of Gastroenterology, Ambulatory Surgery Center, Urology Services

Oversaw new Medical Specialist Building/Parking Structure Project. Building project encompasses 85,000 square feet of multidisciplinary outpatient physician offices, education auditorium, ancillaries including a $17 million budget.

■ Developed operating budgets in excess of $12 million and oversaw clinical operations in four locations for GI, GU,

ASC, Bariatrics and Endoscopy/Urodynamics labs in-patient and out. Evaluated profitability, supply utilization and

physician efficiencies for each product line. Developed Service, Outcome and Cost reports for new programs.

■ Designed multidisciplinary Center Of Excellence Program in Bariatrics receiving provisional status.

■ Worked in collaboration with marketing to define marketing strategy and develop collateral marketing material for

daVinci robot program in urology, digestive disease center and bariatrics.

ADELE EMERY Page Two

■ Developed multidisciplinary intake programs with a focus on quality/wellness/patient experience for women and men’s

health to include colon-cancer, prostate cancer, incontinence and weight management.

Oversaw strategic planning, management, development and profitable volume growth for GI, GU, Bariatrics and Endoscopy/Urodynamics product lines for four hospitals.

Coordinated Physician Joint Venture project for Endoscopy Center and Ambulatory Surgery Center.

WASHINGTON UNIVERSITY SCHOOL OF MEDICINE, St. Louis, MO 1998 – 2004

Clinical Administrator Shared Medicine, OB/GYN and Surgery Centers, 2001- 2004

Lung Center Practice Manager, 1998-2001

Responsible for administrative supervision and leadership for out-patient clinical managers in designated service areas within the Center For Advanced Medicine to include infusion, clinical practices, MA float pool, courier service, laboratory, medical records, charge capture, pulmonary function lab, scheduling hubs, and pharmacy.

Designed and coordinated process improvement plans and grouped practices with five clinical center medical and surgery directors, practicing physicians, and other staff to provide quality medical services, patient centered care program, one stop shopping process in an efficient and effective manner that statistically improved customer service scores.

Implemented tactical and strategic planning processes to address changes in clinical services and volume, including formulating recommendations with each centers’ medical directors in response to requests for changes in room sessions, workflow efficiencies, cost reduction, staffing and exam room utilization.

Organized a major move in organizational restructuring from 14 current multiple locations to one location.

Oversaw the clinical operations for the ID/Geriatrics/Weight Management/Medicine Multidisciplinary Centers located off site as well as out-patient clinics located in the Siteman Cancer Center, GI, Lung, Heart, Vascular and Medicine.

Developed and oversaw operating budgets in excess of $15 million for all ambulatory care activity sites consistent with the allocation methodology. Oversaw over 130,000 patient visits per year/103 exam rooms.

Worked with physician steering committee to incorporate the physicians into the operational/strategic plan.

Created policy and procedure manual, monthly quality indicator report and reporting processes for all clinical sites to include, % of co-pays collected, % patient satisfaction, % registration verified, time of appointment to room, patient wait times, % HIPAA compliance, no show rate, % abandoned rate, occupancy rate, cancelled sessions.

Designed staff competencies and new employee orientation programs by job role.

Received Galaxy Customer Service Award (Lung Center 2000 and 2003) In Recognition of the Highest Level of Patient Satisfaction Scores and Service Excellence for the School Of Medicine. Honorable Mention Awards: Siteman Cancer Center & Department of Internal Medicine for Outstanding Improvement in Patient Satisfaction Scores. (2003)

Published CEU program on the Management of Bronchial Herpes Virus in the immunocompromised Cancer Patient.

Knowledge of Human Subjects Protection Regulations. Participation in research projects in Pulmonary and Oncology.

VENCOR HOSPITAL, St. Louis, MO 1994 - 1998

Quality Review Director, 1996-1998

Rehabilitation Director, 1994-1996

Responsible for the management of Quality Care, Infection Control, Utilization Review, Mortality Review, Risk Management, Physician Peer Review, PT, OT, ST and Restorative Therapy.

■ Developed and implemented a hospital wide quality assurance, team building, and education program for a 60 bed long

term acute care hospital. Implemented and analyzed quality indicator reports to include the assessment of aggregate data.

Maintained a cost efficient budget by hiring per diem staff and completely eliminated agency staff.

■ Won Administrators Council Award (1995) In Recognition of Exceptional Contributions to Quality Patient Care.

Coordinated and Executed State and Internal JCAHO Hospital survey process. Provided hospital wide education to all hospital staff. JCAHO – 1995 Accreditation with Commendation (99%), 1998 Accreditation (97%).

PREVIOUS EMPLOYERS:

WASHINGTON UNIVERSITY SCHOOL OF MEDICINE, St. Louis, MO – Pulmonary Nurse Specialist

BARNES HOSPITAL, St. Louis, MO – Registered Nurse

EDUCATION

Master of Science, Nursing (MSN), Southern Illinois University at Edwardsville, Edwardsville, Ill

Bachelor of Science, Nursing (BSN), Southern Illinois University at Edwardsville, Edwardsville, Ill

Pursuing Certification in Healthcare Quality-CPHQ

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