Mary Anne Miller, MHA, RRT

SUMMARY

Mary Anne is a Senior healthcare executive with experience in multiple healthcare settings spanning the continuum including acute care, ambulatory, home care and hospice ranging from national for-profits to small community non-profit organizations. She has diversified experience in strategic planning, fiscal management, fund development, operations, human resources, quality and risk, professional development, Provider and Board relations. Passionate, value-driven leader who pursues excellence through balancing purpose and profit.

PROFESSIONAL EXPERIENCE

Telligen 2023

Senior Quality Improvement Facilitator serving Illinois

SimiTree Consulting 2021-2022

Hospice Interim Executive Director with assignments in in Iowa and Illinois

Independent Consulting & Interim Management Positions

for hospice in AZ, TX, IL, IA 2017-2021

• Interim Administrator, turn around operations of two hospital owned (JV) hospice

• Interim Administrator after poor survey-Assessed and audited for regulatory compliance

• Operational Consulting-Provided recommendations for resources and improvement

• QAPI Coordinator-Provided compliance program integration along with organizational education

Online Education, Coaching and Mentoring 2019-2020

• Assisted new Hospice Executive Director through education, coaching, and mentoring

• Taught Hospice regulations through boot camp

Heartland Hospice, Northbrook, IL 2015 - 2016

National Healthcare Organization

Administrator

Responsible for overall direction and operation of hospice branch.

Beloit Regional Hospice, Beloit, WI 2011 - 2015

Freestanding, community, non-profit hospice serving five counties in Wisconsin and Illinois.

Executive Director

Reported to the Board of Directors. Responsible for overall direction and operation of the hospice. Organization has a 4 million dollar annual operating budget with 50 employees. Seven direct reports.

• Coordinated and organized a Human Resource transition from outsourcing to a Professional Employee Organization (PEO) to an Administrative Service Organization (ASO) bringing the HR functions in-house for the first time resulting in the creation of an Employee Handbook, policies, procedures, processes and forms.

• Created a monitoring and measuring system for the Strategic Plans’ goals, objectives, strategies and action plans by aligning metrics with goals that resulted in processes to develop leadership’s accountability for reporting and thorough communication to the Board.

• Instituted an organization-wide performance improvement project resulting in family satisfaction scores at the 95th percentile using a variety of customer service techniques.

• Drove financial results from zero profit to a 4% net operational margin.

• Changed a culture from top-down to one of staff engagement and empowerment resulting in functioning committees, teaming and collaboration.

• Designed Facility Build-Out of existing space and a new Branch office resulting in the creation of beautiful and thoughtful space to enhance the sacred work of hospice for the employees, patients, families, clients and the community at-large.

• Successfully recruited for Medical Director position

• One of three founding members of a hospice alliance forming a cooperative alliance

Peer Quality Benchmarking

Best Practice and Forms Development and Implementation

Shared efficiencies and economies of scale

University of Illinois, McKinley Health Center, Urbana, IL 2008 - 2011

Freestanding ambulatory health care clinic serving 42,000 students in central Illinois. Clinic offered full range of medical and psychiatric services including rehab, lab and X-Ray.

Assistant Director, Program Support Services

Reported to the Director. As part of the Senior Leadership I had responsibilities for Quality, Risk, accreditation and Medical Staff Relations including Peer Review, CME Education and Credentialing and Facilities. Two direct reports.

• Developed physician benchmarking study for the first time resulting in an appreciation of comparing internal aggregated data against national data which led to improved scores and better patient care.

• Instituted a program evaluation and needs assessment questionnaire to the entire 42,000 student population that resulted in identifying new opportunities for programs and hours, signage and several performance improvement projects.

• Managed the patient satisfaction program internally and introduced the priority index resulting in learning correlations to improve patient care.

Decatur Memorial Hospital, Decatur, IL 2007 - 2008

Community, not-for-profit, private healthcare system providing over 75 services and twelve Centers of Excellences serving central Illinois. The organization has 300 acute beds, 30 satellite offices, surgical outpatient centers, home care and hospice. The organization has over 2500 employees and 300 physicians.

Internal Six Sigma Consultant

Reported to the VP of Finance. Responsible for internal consulting for the hospital, ambulatory home care and hospice programs in all business areas including HR, Finance, Administration, Operations, Clinical and Quality

• Implemented an electronic monitoring and notification system for compliance and changes with the law, regulations, policies and OIG’ high risk areas to all business units resulting in zero noncompliance.

• Co-managed physician medical group office start-up resulting in opening of office ahead of schedule.

• Facilitated a six sigma project in billing and reimbursement that resulted in the change of processes that brought results that exceeded the director’s goals.

• Facilitated several Root Causes Analysis, Failure Mode Effect Criticality Analysis and Lean Methodology projects resulting in improved Quality of Care.

Journey Care (formerly Hospice of Northeastern Illinois), Barrington, IL 2004 - 2007

Freestanding, community, non-profit hospice serving several counties in northern Illinois. Patient census was over 100 with 80 employees.

Director of Quality Management and Education

Reported to the CEO/President. As part of the Senior Leadership; I had responsibilities for oversight of Quality, Risk Management, contracts, Legal, Accreditation and Staff education and Medical Records.

• Built infrastructure for sustainable programs in Quality, Risk and Accreditation that resulted in the improvement of internal operational processes and the hard-wiring of reporting and accountability.

• Managed outsourcing of employee satisfaction survey and action plans, increasing scores from the 75% to 95% percentile teaming with Press Ganey.

• Designed curriculum and facilitated workshops for Leadership that resulted in improvement in knowledge, understanding and application.

• Facilitated implementation of 100% electronic medical record.

Walgreens Health Initiatives, Elmhurst, IL 1999 - 2003

For-profit, start-up home care initiative in pharmacy infusion, respiratory therapy and rehab serving six states through 25 branches

Manager, Quality Improvement

Reported to the Director of Respiratory. Responsibilities were to develop, implement and monitor the Quality Management program for a new and growing home care organization.

• Developed a Balanced Scorecard for the organization resulting in its’ use determining the pharmacy and branch manager of the year award.

• Developed and implemented the performance improvement methodology used across the country.

• Completed the curriculum writing and design of an educational monograph for CEs for over 1000 pharmacists within the parent company.

• Developed new methodologies for the delivery of customer satisfaction surveys including phone delivery which resulted in improving return rates.

• Developed and implemented the 360 evaluation tools and processes resulting in 100% employee participation.

The Joint Commission, Oak Brook, IL 1998-1999

Nonprofit accrediting agency for healthcare organizations

Program Manager

Reported to the Director of Hospital Programs within the Department of Education Programs. Responsibilities for planning, development, implementation and oversight of accreditation and survey readiness programs, surveyor education planning and conference planning.

• Program manager for the first surveyor cross-training education program for all health care programs.

• Program manager for Ethics, Patient and Family Education, Improving Organization Performance: Tools and Techniques in Performance Improvement, Minimizing Medication Errors, Survey Process for the hospital program line (multi, large, small and rural) and developed all materials for programs.

• Used Project Management software

Respiratory Health Association of Metropolitan Chicago (formerly American Lung Association of Metropolitan Chicago), Chicago, IL 1993-1998

Nonprofit public health organization dedicated to research, education and advocacy activities for community lung health

Director of Patient and Professional Education

Reported to the Deputy Director. Responsible for the asthma camp, community and professional education, conference planning, support groups, outreach, coalition building, volunteer and intern management, income and financial development including grant writing, marketing, advocacy initiatives for lung health, board engagement through committees and participation on national committees.

• Advocacy and Policy initiatives included beginning work with the School Work Group and the Self Medication Administration Policy for the Chicago Public Schools, asthma education delivered to all the school nurses in the Chicago Public School at their annual education program, development of a Patient’s Rights Advocacy Task Force and review of bills in the House that related to managed care.

• Extensive coalition building within the community through local grass roots movements and committees such as the Henry Horner/Westhaven Pediatric Program and extensive coalition building among professionals resulting in the creation of the Chicago Asthma Consortium.

Various Respiratory Clinical Positions in Healthcare 1978 – 1983

Experience in Adult, Pediatrics and Neonatal

• Children’s Memorial Hospital, Chicago, IL

• Rush University Medical Center, Chicago, IL

• Columbus Hospital, Chicago, IL

• Rockford Memorial Medical Center, Rockford, IL

• Advocate Good Shepherd, Barrington, IL

PROFESSIONAL CERTIFICATION

• Il State License Temporarily Reinstated 4/7/20-9/30/20 for COVID-19

• COVID-19 Contact Tracing Course from John Hopkins University

• Registered by the National Board of Respiratory Therapists #15463

• Previously Licensed Respiratory Care Practitioner #194.003825

EDUCATION

Master of Healthcare Administration 1989

Governor’s State University, University Park, IL

Bachelor of Arts, Health Sciences Administration 1983

National Louis University, Chicago, IL

Associate in Respiratory Therapy 1980

Rock Valley College, Rockford, IL

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