“Forward Thinker. Results-Oriented. Quality Driven. Empathetic. Compassionate. Change-Artist.”

Over 13 years proven strategic business leadership in regional senior level, executive and midlevel management across service lines with interdisciplinary teams, both hospital based and in national managed care firms. Transformational leader strong in communication, collaboration, engagement, coaching, & influencing.

Living Our Values Every Day Award for Excellence 2021

Gold Kudos Award 4/5/2021 and Silver Kudos award for 2020.

Silver Owl Award(x3) and Bronze Owl Award quarterly from 2016 - 2017.

National President’s Club Award three consecutive years.

National developer of CEU certified – CCM/CRC/CRRN/RN Safety and Best Practice training programs.

83% Quality Improvement Hospital Based Key Metrics.

Collaborated with Key Stakeholders on strategic implementation of DNV driven ligature risk monitoring and on improvement in process of consent for psychotropic medications documentation.

Achieved Regional Quality improvements by 35% on URAC indicators.

Data analysis of quality indicators of DNV, TJC, State Department of Mental Health, and URAC. Identified opportunities to improvement and developed and implemented successful action plan demonstrating improvement.

Specialty consultant to proprietary EMR system development in three national managed care organizations.

Delivered annual revenue growth by 108%, 36%, 60% and 27%, attributed to translating strategy into action, extending contracts and reimagining hiring practices.

Reduced turnover by 24% due to increasing nurse engagement.

Chair of Nursing Coordinating Council; achieved consecutive annual goals for three years.

Improved culture from tier three to a tier one following significant event.

Exceeded revenue and margin goals by focusing on quality high touch service delivery.

Collaborator and innovative driver of the development of new line of business to provide safe and timely RTW, impacting customer ROI.

EDUCATION

Master of Science – Nursing Leadership and Administration (4.0)

Sigma Theta Tau

Capella University, Anticipated graduation: 12/2024

Bachelor of Science – Nursing (3.94)

Wichita State University, 2014

Master of Science – Rehabilitation Counseling Specialization: Industrial Rehabilitation (3.67)

Boston University, 1992

Bachelor of Science – Communication Disorders

Boston University, 1990

LEADERSHIP ROLES

EK Health Services, Inc.

Managed Care/Case Management

RN Supervisor/Manager of National FCM/TCM Team

United Health Services, Inc

Granite Hills Hospital

Chief Nursing Officer - Behavioral Health

Emerson Hospital, Concord, MA

Director of Nursing – Behavioral Health, Interim

AdvocateAurora Healthcare

St. Luke’s South Shore Medical Center

Cudahy, WI

Interim Leadership - Behavioral Health

AdvocateAurora Healthcare

Aurora Psychiatric Hospital

Wauwatosa, WI

RN Supervisor

AdvocateAurora Healthcare

Aurora Psychiatric Hospital

Nursing Coordinating Council (2017, 2018, 2019)

AODA Residential RN

Float Pool Medical and Psychiatric

Shared Governance NCC Chair

NRIC Representative

EBP Committee Member

Advanced Directives Committee

Berkley Medical Management Services

Case Management/managed Care

Berkley Southeast Insurance Group

Kansas City, MO

Lead

Telephonic Nurse Case Management

GENEX Services, Inc.

Case Management/Managed Care

Brookfield, WI

Wisconsin Branch Operations Manager

Medical Case Management

CONCENTRA Managed Care, Inc.

Case Management/Managed Care

Brookfield, WI and Boston, MA

Regional Quality Manager

Midwest Territory

Medical Case Management

New England Medical Center, Department of Psychiatry Boston, MA

Vocational Program Manager

Vocational Rehabilitation Counselor

PROFESSIONAL EXPERIENCE

EK Health Services

Case Management

December 2022 – Present

Manager/RN Supervisor of National Field and Telephonic Case Management Team

CA, MA and Compact States

Promoted from Telephonic Case Manager after 30 days.

Responsible for oversight of national business accounts.

Exceeded three consecutive quarterly revenue targets for field and telephonic case managers in CA, SC, AZ, WI and GA. On track for exceeding Q3.

Collaborated with Quality Management Team on developing action plan and target dates for URAC response. Attained URAC full accreditation.

Provided day to day direction for Case Managers to meet division goals, comply with quality and company policies and procedures as well as strategic plan.

Coaches team members on providing cost effective, high quality, value added nurse case management services with a sense of urgency in coordinating utilization review and care coordination of reasonable and necessary, authorized medical treatment.

Adjunct to trainer onboarding new team members in developing motivational interviewing, Telehealth nursing assessment skills with patients.

Monitor and manage quality dashboard, improved quality indicators through overall performance improvement interventions with team members by 19%.

Developer and delivery of training modules with evidence-based research content on complex care management.

Strive to exceed expectations as a medical resource thorough in data harvesting and information sharing of the medical and transitional RTW perspective.

Collaborative lead in development of new services to increase quality and drive revenue regarding job analysis and expediting RTW.

United Health Services, Inc

Granite Hills Hospital, West Allis, WI. July 2022 – December 2022

Chief Nursing Officer

Operations for a start-up, 120 bed psychiatric hospital.

Recruitment and retention strategic development.

Quality, safety and risk assessment evaluation and solution driven response.

Implementation of quality improvement and rollout of flash re-education in the midst of census increases with majority of team members in the onboarding phase.

Integration of corporate policies and procedures backed by evidence based practice.

Lead response to State visits, TJC visits and inquiries. Developed action plans and implemented new processes to improve quality.

Improved retention by 90% over time in the role.

Lead cohesive nursing leadership team of managers, RN Supervisors, Education and Infection Prevention.

Emerson Hospital, Concord, MA March 2022 – July 2022

Director of Nursing-Behavioral Health, Interim

Gap Analysis, recommendation and action plan in preparation for TJC visit.

Created improved culture through team cohesion, development, cohesions with increased collaboration and morale.

Collaboration with engineering to mitigate ligature risk points ad environmental changes needed for regulatory requirements. Identified need for zone to reduce risk for elopement.

Mentor new RN unit manager.

Collaborated with quality, medical director, CNO, outpatient director, engineering and education to prepare for The Joint Commission survey and respond to previous DMH survey.

Facilitated committee to formulate intricacies of seven required process changes, accompanying educational competency development and team rollout.

Managed, planned, reported on budget variance.

Developed staffing grid based on DMH guidelines, flow chart for downsizing and identified vacancies in FTEs for staff recruitment.

Reorganized team members, FTEs to meet unit need with flexibility required to retain staff. Patterned team members in W2W to improve work life balance and allow team members knowledge of their schedule in advance.

Managed fiscally responsible operations of unit.

Operations of a 30 bed mental health and AODA inpatient stabilization unit through CoVID outbreak.reviewed and revised 27 BH policies, presented in operations meeting and obtained approvals. Disseminated information to keep staff up to date.

Implemented a Unit Quality Board, lead by team members.

Initiating Shared Governance on unit level.

Lead team with 60 members through transition while maintaining high quality service delivery and positive patient experience.

Implement SBAR communication tool, revise eight policy and procedures, developed, planned and rolled out new best practice processes evidence based meeting requirements of regulatory agencies.

Collaborated with Pharmacy to enhance response time for patients at risk for imminent harm.

AdvocateAurora Healthcare

Aurora Psychiatric Hospital, Wauwatosa, WI May 2017 – March 2022

Interim Leadership Behavioral Health, St. Luke’s South Shore, Medical Center

RN Supervisor, Behavioral Health, Aurora Psychiatric Hospital

APH, Summit, WAMC Float Pool: COVID, AODA and Behavioral Health, ICU, Med/Surg, Rehab, OP

Transformational leadership overseeing nursing practice of primary and secondary inpatient behavioral health units with 30 beds, mental health partial hospitalization program and intensive outpatient program budget management and annual development, LCE, hiring and assessment of team members, DNV regulatory committee visit preparation.

Collaborated with C-suite leadership and Medical Leadership teams to identify needs, gaps, develop strategies and take action to develop improvement in areas of opportunities.

Identified innovative strategies of how to use mid-level management, and hiring strategies to impact budget through assessment of hiring strategies, reduce fixed budget to impact the business.

Reported to the CNO/VP of Nursing Behavioral Health during 7 month interim leadership position for 14 bed inpatient behavioral health unit at SLSS.

Collaborated with key stakeholders across service lines to leverage their expertise in process development change to align unit with regulations by state and DNV.

Disaster Preparedness of unit through collaboration with house President, VP and CNO-BH.

Inspire trust and confidence by listening to team members and patients openly talk about their struggles, weaknesses, experiences and desires to progress through a leadership change and maintained 90% of team members.

Initiated evidence based practice BH RN Consult to medical units in the house to help med/surge nurses care for patients with violent and non-violent behavioral health diagnoses, learn assessment of and non-pharmacological interventions and understand how/when to use psychotropic medications ordered based on their BVC assessment.

Built accountability and engagement by 40%, through change management.

Collaborated with Human Resources to management performance challenges using fair and just practices.

Using fair and just practices to investigate patient complaints/grievances while collaborating with Risk Management.

Influenced process development solutions to achieve regulatory expectations by empowering team members to contribute to solution management.

Taken the time to go the “extra mile” to develop trust and rapport with direct care team members to improve Sub2 and quality indicators that impact patient outcomes and patient experience. Directly influence and guide team members to improve Quality Indicators too 100% in five of eight categories.

Driven quality improvement 83%; published on SMESS Huddle Board through countermeasure development.

Improved inpatient and outpatient program NRC scores by 17% by implementing KWKTs and increased engagement.

Collaborator with direct care team to guide more proactive approach to response to BVC scoring and patient safety.

Contributor to QMOC data collection and analysis. Influenced improved interdisciplinary treatment team meetings by working with leadership in Access, Case Management and Therapy.

MIDAS report review, investigation and collaborated to develope and implement process solutions.

Collaborating with director of spiritual care to extend and enhance support services to address the ripple effect of the team members’ response to an usually challenging experience.

Met with patients individually for leadership rounding, achieved service recovery by working with patient and client rights advocate to demonstrate understanding of patient complaint, followed up with patient after a thorough investigation to gather professional observations and recommendations from team members.

APH Nursing Coordinating Council Chair

APH NRIC Representative, EBP Committee Member

Advanced Care Planning, Employee Engagement Committee Member

Medication Administration Work Group

Achieved 100% of site annual goals for three years.

Developed patient care education curriculum through collaboration of psychiatrist, using SAMSHA resources and Evidence Base Practice: Hepatitis C; Preventative Health; Sleep Hygiene; Post Acute Withdrawal Symptoms.

Collaborative member of interdisciplinary team collaborating with patients, therapy, medical, case management, dietary and spiritual advisor in the stabilization phase of recovery.

Piloted the CSSR assessment and documentation for APH.

gap analysis, developed A3 for medication administration and identified solutions for quality improvement.

Berkley Medical Management Services, Kansas City, MO August 2015 – April 2017

Lead Telephonic Nurse Case Manager dedicated to Berkley Southeast Insurance Group

Recipient: Silver and Bronze Owl Awards for Quality Service Delivery. Nominated by leadership, and customers

Responsible for managing account needs and building services provided to increase business and staffing.

Team member developing and enhancing Case-e web-based EMR pilot.

Trainer for BSIG Telephonic Nurse Case Managers nursing practice.

Medically manage claims exceeding the $200,000 and $300,000 exposure specially requested by adjusters.

Licensed and provided medical critical care case management services to patients in the following states: NC, SC, GA, FL, TX, TN, AL, MS.

Managed medical treatment needs InNetwork following ODG guidelines, UR and Peer Review.

Via Christi Hospitals – St. Joseph, Wichita, KS January 2015 – August 2015

Intermediate Care, Locked Unit and Cardiac ICU Stepdown – Registered Nurse

Acute care of four medically unstable patients diagnosed with polysubstance use disorder, alcohol use disorder/detox, anxiety, major depressive disorder, schizophrenia, bipolar I and II, borderline personality, eating disorder and suicidal/homicidal ideation and attempt, HH, HTN, post cardiac cath/stent placement, pneumonia, post-surgical hernia repair, in a partially locked unit.

Provided integrated patient centered medical and behavioral health nursing care by rounding with cardiac and psychiatric attending physicians.

Wichita State University, Wichita, KS January 2013 – December 2014

Quality Program Management Nursing Projects

Research and Data Analysis of NDNQI, HCAHPS, White Papers, and Evidence Based Practice:

Researched outcomes data through HCHAPS and performance metrics determined baseline quality indicators and evaluate effectiveness of interventions.

Lead researcher and developer of evidence based, innovative projects for team of 10:

oPrimary Care Health promotion program

Smartphone App Technology Based telehealth strategies to improve chronic disease management and reduce the number of individuals with uncontrolled hypertension and diabetes.

Quality improvement program to improve HCAHPS scores, patient safety and satisfaction following hospitalization resulting in a reduction of all-cause hospital readmissions bridging the gap with re-engineered discharge technology and telehealth.

Developed Hourly Rounding Training Program presented in clinical setting to enhance patient satisfaction, safety, HCAPS scores, RN efficiency, continuity of care and Award Recognition.

Nursing member of the Autism Evaluation Team

Proposal Developer Innocentive Challenge Proposal Submission

oDeveloped conceptual designs for a mobile application with RN, MSN colleague

5-14 year old population in the Southern India State of Tamil Nadu based on neurological and developmental psychology and data analysis of trends.

Impact the health and infant mortality rate through education by changing perception of cultural practices with increased governmental financial investment using behavioral modification.

Self Employed, Rated through PSA and Certified through FSIA December 2004 – February 2012

Program Director

Responsible for budget, team, program growth and marketing/advertisement for three non-profit programs.

Attained 60-100% growth in size and bridged gap to enhanced association growth, lead program diversification, community outreach, quality improvement, staff development.

GENEX Services, Inc., Brookfield, WI November 2000 – November 2004

Wisconsin Branch Operations Manager

Awarded National President’s Club Recognition three consecutive years

Responsible for account management, branch operations, budget, TJC compliance, and growth.

Grew team of 3.2 FTEs Nursing to 26.2 FTEs of Nursing and vocational specialists, built team work through collaboration, mentoring, supporting, listening and engaging in strategic planning.

100% branch compliance with THC and URAC certification policies, processes and procedures.

Strategic planner of new program development and contract expansion to achieve 153% growth in revenue and contracts due to 30% increased quality outcomes and enhanced relationships.

Program manager; Doubled Federal and State Funded Grant Award due to professional interaction with funding source representatives to review program, discuss improvement and follow through on recommendations.

Weekly and quarterly audits generated quality data, dialogue and action plans for continuous improvement.

CONCENTRA Managed Care, Inc. Brookfield, WI and Boston, MA September 1994 – November 2000

Regional Quality Manager, Midwest Territory, regional travel 75%

Lead and coordinated the National Management Summit, Presented on National Quality Initiatives, Reviewed Roll-Out Algorithm, Branch Trainings and Project Overview for Nurse Managers, Nursing Supervisors and Sales Team. ppt available.

Collaborated with team of six national training managers, developed CEU approved, evidence based practice training modules approved for RN license, CCM, CRRN, CRC national certifications held by nurses and vocational specialists/expert witnesses.

Audited 11 offices in 10 states, resulted in 36% quality improvement, TJC and URAC accreditation compliance: OH, IN, IL, WI, IA, ND, SD, KY, NE, MN, MI.

Account manager of projects for development of services meeting customer and patient needs resulting in increasing revenue and product lines. Traveled regionally to roll out projects of EMR and provided computerized training on windows and DOS based applications for statistical analysis and nursing charting.

Promoted from Supervisor responsible for mentoring, training and supporting team of 11 nurses and three vocational specialists.

Promoted from Medical Case Manager and Expert Witness for Loss of Earning Capacity Evaluations for LTD and WC Claims in MA, RI, WI and FL.

Program Manager of The Big Dig worker’s compensation medical case management and transitional RTW programming in Boston, MA.

New England Medical Center, Department of Psychiatry Boston, MA January 1993 – December 1994

Vocational Rehabilitation Counselor-Vocational Program Manager

Lead and developed enhancements to the vocational training programs in a Medicare/Medicaid funded day hospital for individuals with mental health diagnoses such as depression, bipolar disorder, personality disorder, schizophrenia, anxiety, dual diagnosis, substance use and alcohol use disorders.

Supervisor of three Behavioral Health Techs who facilitated training and groups for patients on vocational training track.

Researched and wrote grants, managed vocational training program budget.

CERTIFICATION, TRAINING, MEMBERSHIP, VOLUNTEER

Certified Case Manager, #4232405, 5/2017 – 2027

RN compact license

RN Massachusetts license

RN California licensing

AVADE Certified 2022

VDI Trained: 9/2020

Certified Rehabilitation Counselor, #29072, 9/1992 – 9/2012 CPI Trained: 5/2015

Clinical Associate, Boston University and UMASS Boston Graduate Schools

Appointed to Board of Directors UMASS Boston Graduate School

Invitation to Board of Directors UW-Parkside School for Business

APNA Member Since 2017 PSA Senior Rated Coach Since 2005

BLS (Exp.: 4/2023) PSIA Certified Alpine Ski Instructor Since 2007

Lakers Alpine Racing 1/2020 – Present; VAMC – Wichita KS; Hospice 2013 – 2015; Addison and Sunflower Elementary Schools – 2008-2015

LinkedIn Profile: http://linkedin.com/in/susan-prevost-bsn-ms-rn-ccm-89306b29

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