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Customer Service Management

Location:
Pittsburgh, PA, 15239
Posted:
February 03, 2017

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Resume:

John J. St. Leger

***Blue Ridge Rd. / Pittsburgh, PA 15239 / T: 724-***-****; M: 412-***-**** / acynil@r.postjobfree.com

Senior Healthcare Executive

Senior healthcare executive with 20+ years’ experience leading operations supporting large, diverse healthcare organizations. Successful directing teams in reengineering processes and operations to generate sustainable cost savings and efficiencies across operations. Highly effective building and expanding healthcare organizations and service programs to achieve aggressive business / patient care goals. Excel at leveraging strategic relationships, key resources, growth strategies, and multi-million dollar budgets to maximize service performance, quality, and profitability in support of healthcare programs. MBA Graduate.

Core Leadership Competencies

Services Operations &/ Critical Care Management

Strategic Resource Planning & Execution

Staff Training & Development

Maximizing Service Delivery Performance

Strategic Alliances & Partnerships

Team Leadership & Collaboration

Business Process Reengineering

P&L / Budget Accountability

Professional Experience

SELECT MEDICAL CORPORATION – Pittsburgh, Pa.

2007 – Present

CEO / Market Administrator Pittsburgh (Multi-Facility Oversight)

Recruited by Dr. Mehboob Chaudhry to plan and execute a turnaround management strategy that would reverse many years of ineffective operations.

Selected to oversee day-to-day operations for a nationwide healthcare organization with 108 locations. Accountable for the P&L, strategic vision & direction, clinical operations, service delivery, goal setting & achievement, patient / employee relations, operating & capital budgets, marketing, community relationships, resource management, and staff training & development. Manage 298 direct / indirect reports. Maintain governmental and corporate compliance requirements.

Selected Highlights

Executive Leadership

oPartnered with the Board of Directors to plan and execute a turnaround management strategy

oNegotiated a 15-year extension on an existing contract, which brought costs back to Fair Market Value and provided stability for Select Medical to invest greater than $5 Million dollars in renovations. These renovations will allow private rooms, which will generate a Return on Investment in approximately 3 years.

Strategic Planning

oAchieved 30%+ in average daily census by establishing and maintaining a relationship network of Physicians and healthcare providers to provide award-winning care.

Change Management

oGenerated 25%+ increase in cost savings by redesigning processes to provide more efficient, cost-effective care across organization.

Internal Partners

oImplemented an Ambassador Program within the Senior Leadership Team and oversaw the ongoing development, implementation, and management of improving Patient satisfaction/customer service, quality, productivity, program evaluation, and patient information management. Patient Satisfaction scores increased into the 90th percentile.

Talent Management

oDeveloped and implemented strategies to establish and maintain LTACH programs as a high quality service provider and employer of choice. Decreased voluntary turnover for Direct Care Providers to less than 2%.

Performance Management

oHospital of Excellence Award for 2009, 2010, 2012, 2013 and 2015 (only 9% of Hospitals achieved)

oOverall Quality Award for 2013

oPatient Satisfaction Award for 2009, 2010, 2012, 2013 and 2014 (only 1% of Hospitals achieved)

oCEO Leadership Award for 2013

oAchieved Pulmonary Center of Excellence Award in 2016

FORBES REGIONAL HOSPITAL – Monroeville, PA

2001 – 2007

Director, Cardiopulmonary Services

Recruited by Dr. Steven Sotos to plan, develop and execute short and long term strategies to increase Quality Patient Outcomes and efficiency

Regional tertiary, 355-bed acute healthcare organization.

Oversaw all aspects of planning, evaluating, and managing Cardiology, Neurodiagnostics, and Respiratory Care Departments supporting adult, adolescent, pediatric, geriatric, and newborn infants. Led 84 direct / indirect reports. Tracked and managed a $10 million annual operating budget. Expanded EEG Services that included addition of ambulatory and spike analysis. Served as member of planning team for Regional Heart Center as well as Chairperson of Policy and Procedure Committee.

Selected Highlights

Successfully expanded respiratory therapy (RT) services to assist resuscitation teams in carefully managing all difficult births. This allowed Forbes Regional to become a Level II Nursery and keep more patients versus transferring to a higher level of care.

Improved patient satisfaction rates and overall productivity across operations by restructuring a non-invasive cardiology operation from five days to seven days a week critical to discharging patients in a timely manner.

Lowered “VAP” rate well below national average by serving as Chairperson of a Ventilator Associated Pneumonia (VAP) Sub-Committee responsible for creating VAP awareness. Expanded membership to institute IHI 100,000 lives campaign.

Planned, developed and executed strategies to implement Invasive Cardiology Services to Forbes Regional. This program is up and running and generating greater than $10 million in revenues annually.

LIFECARE HOSPITAL OF PITTSBURGH – Pittsburgh, PA

1998 – 2001

Assistant Manager, Cardiopulmonary Services

Long-term acute healthcare organization.

Led daily operations supporting the delivery of cardiopulmonary services with more than 46 direct / indirect reports. Accountable for the safe and effective administration and delivery of cardiopulmonary services for acute long-term patients. Served as member of ICU, Safety, QI, Education, P&T, and JCAHO Prep Committees.

Selected Highlights

Developed and implemented respiratory care patient-driven protocols for all respiratory care services including ventilator weaning.

Introduced a respiratory care intubation service in conjunction with the University of Pittsburgh Medical Center.

UNIVERSITY OF PITTSBURGH MEDICAL CENTER – Pittsburgh, PA

1992 – 1998

Team Leader, Respiratory Care Services

Regional tertiary care center.

Provided team leadership in supporting all aspects of respiratory care services that included transplantation ICUs, neuro-trauma ICUs, cardiac care ICU, cardio thoracic ICU, emergency room, medical ICU, transitional care ICU, and general floor therapy. Oversaw 25 indirect reports. Led a neuro-trauma ICU respiratory care team.

Selected Highlights

Provided in-services and lectures for nursing department, critical care medicine, and the respiratory therapy department.

Department of the Navy 1975 – 1991

Team Leader US Navy and US Marine Corps

Education / Professional Memberships

Education:

Master of Business Administration, University of Phoenix, Monroeville, PA

Bachelor of Science in Human Resource Administration, Geneva College, Beaver Falls, PA

Associates Degree in Respiratory Therapy, Western School of Pittsburgh, Pittsburgh, PA

Professional Memberships:

American Association of Respiratory Care / Pennsylvania Society for Respiratory Care

American College of Healthcare Executives (ACHE)



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