Six Sigma Lean

CHRISTINA C. DAVIS, CSSBB

*** ********* ***** 919-***-****

Clayton, NC 27527 ChristyDavis80@ g m a i l . c o m Operational Excellence/ Lean-Six Sigma Profile Accomplished certified Lean Six Sigma practitioner with 10+ years healthcare systems experience in leading and implementing complex quality performance improvement projects to meet strategic goals and objectives for sustainable change. Known for effective operational excellence coaching yielding improved quality, safety, operating cost, service delivery, and customer satisfaction metrics. Credentials include Lean Six-Sigma Black Belt certification.

Career Highlights and Accomplishments

● Facilitation of strategic plan development to prioritize lean six sigma tactics to align with organizational Hoshin goal attainment. Primary focus on leveraging lean six sigma management framework in partnership with executive leadership and key system stakeholders.

● Experienced in leading cross-functional strategic improvement and interdisciplinary complex project teams in two health systems, representing multiple entities.

● Experience applying statistical concepts, tools and techniques, and working with knowledge of advanced topics (X-Y prioritization matrix, Design of Experiment, histograms, Pareto charts, etc.)

● Effective process improvement coach in designing lean management systems and quality improvement training programs including team facilitation, daily lean management, business analytics, and change leadership to develop and mentor people and improve overall performance.

● Extensive experience in coaching and mentoring teams to develop department Quality Improvement Champions while working on Lean projects (A3, PDSA, 5S, DMAIC, DMADV, Value Stream Mapping, Value Stream Analysis, process mapping, data analytics, Root Cause Analysis, Key Driver Diagram, SIPOC, etc.)

Education Lean Six Sigma Institute / Lean-Six Sigma Black Belt Certification 2021-2023, ONLINE

North Carolina State University / Lean-Six Sigma Green Belt Certification 2017-2018, RALEIGH

University of North Carolina Healthcare / Kaizen Lean Coach Certification 2016-2020, CHAPEL HILL

University of North Carolina Healthcare / Yellow Belt, Blue Belt, Purple Belt Certifications 2014-2016, CHAPEL HILL

University of North Carolina at Chapel Hill / BA in Religious Studies 1998 - 2002, CHAPEL HILL

Professional Experience UNC Health / Healthcare System Quality & Business Project Leader MARCH 2020 - PRESENT, MORRISVILLE, NC

Responsible for driving organizational excellence through teammate empowerment, innovative thinking, strategic planning, education, and training. Skillful in leading cross-functional quality and process improvement initiatives. Serve as a mentor, consultant, coach, and specialist to stakeholders, analysts and subject matter experts. Currently dedicated to an enterprise improvement initiative to improve Emergency Department Utilization. Primary focus is to design an enterprise measurement system to identify, improve, and spread high impact projects across the UNC Health Alliance. Also experience in leading and coaching 3 system collaboratives within UNC urgent cares, UNC primary cares, and independent primary care teams to facilitate teams with leading improvement projects, utilizing lean six-sigma tools and best practices to improve quality measures.

● Care Transitions workgroup lead and facilitator to reduce unnecessary ED utilization and unplanned acute care utilization across the UNC Health System.

● Forward Together Strategic Initiative to provide Alternate Care Pathways to sub-specialty clinics to advert unnecessary hospital admissions, reduce ED Boarder times, and reduce repeat ED visits to decrease total cost of care and improve quality outcomes.

● Designed and Implemented community standard for Red Flags to identify potentially life-threatening symptoms to be prioritized for triage and ensure patients receive the appropriate site of care treatment to improve patient safety and patient satisfaction.

● Quality Improvement Leader, empowering teams and strategic partners within the UNC Urgent Care Improvement Collaborative to transform quality care by aligning quality standards to support healthier communities.

UNC Johnston Health / Operational Excellence Improvement Advisor OCTOBER 2015 - MARCH 2020, CLAYTON/SMITHFIELD, NC

Responsible for transforming culture using lean principles at the front-line to develop problem solvers and improve quality performance to meet system goals. Developed and deployed Operational Excellence program that included a formalized Operational Excellence training, Value Stream Analysis workshops, Lean Daily Management, Executive Tiered Huddles and management of system-wide quality improvement project(s).

● Developed Lean Daily Management Workshop program that was adopted by 70+ interdisciplinary departments to solve daily operational problems and improve process performance.

● Partnered with Quality Assurance and Risk Management clinical teams to facilitate required Failure Mode Effect Analysis (FMEA) to meet regulatory patient safety improvement project requirements.

● Built-in lean six-sigma project management program which included measurement dashboards, business analytics and cost savings and performance improvement benefit analysis

● UNCH System improvement initiative to decrease Sepsis Mortality and implemented an internal governance committee for sustainment. Decreased Sepsis mortality by 6% in 4 years. UNC Johnston Health / Contract and Denial Management Supervisor SEPTEMBER 2013 - OCTOBER 2015, CLAYTON/SMITHFIELD, NC Responsible for managing the Financial Counselors Revenue Cycle team to efficiently maximize reimbursement claims processing. This included reducing aged Accounts Receivables, ensuring compliance on payer contract language in order to capture correct and accurate payments to improve revenue flow. Process improvement projects included Revenue Cycle value stream analysis, improving new employee onboarding process for the health system and decreasing behavior health claim denials in order to be eligible for increased funding in 3-way contract between the Behavior Health, NC State Medicaid, and Johnston Health. Results yielded more than $250,000 per year, and promoted additional decreases inpatient claim authorization denials. UNC Johnston Health / Contract and Denial Management Specialist MAY 2009 - SEPTEMBER 2013, CLAYTON/SMITHFIELD, NC

Responsible for identifying trends in revenue cycle denials and resolving claims through the appeals process. Also responsible for reviewing potential underpayment based on payment variance per payer contract requirements. Facilitated Requests for Proposals (RFP) process to obtain contract vendors to assist with Medicaid and Self-pay accounts. Credentialed and re-credentialed payer contract applications. Partnered with Care Management to improve the billing and posting process of Veteran Affairs billing process, resulting in increased revenue of $250,000 per year.

AIM Healthcare / Regional Account Manager

NOVEMBER 2006 - MAY 2009, RALEIGH/SMITHFIELD/HALIFAX/DUNN, NC Responsible for resolving credit balances (overpayments from insurance companies) in 4 prevalent hospitals in the Raleigh region and surrounding areas. Achieved and maintained quarterly Refund Request Management Portfolio performance scores at 98% or above to sustain credit balance reporting account with dedicated provider partnerships. Collaborated with revenue cycle leadership on special projects to achieve organizational goals. Reduced provider’s credit balance by over $1 million in the first year. Jeffers Mann & Artman Pediatrics / Front Office Team Lead & Referral Coordinator JANUARY 2004 - NOVEMBER 2006, CLAYTON, NC

Responsible for collaborating with diagnostic, specialty, and surgical service areas to ensure timeliness, accuracy, and completeness when scheduling patient appointments, tests, and procedures. Provided complete and accurate demographic and insurance information to ensure patient safety and quality patient care. Managed the Policy and Procedure Handbook with Providers and Partners to ensure policies were up-to-date. Collaborated with the nursing manager to improve patient flow in order to decrease wait times and patient complaints. Partnered with the office manager in staff development to promote a positive environment that motivated staff, set goals for employees, and performed evaluations. Additional Recognition and Accomplishments Community Service: President of the Parent Teacher Student Association (PTSA) at Riverwood Middle School (2022 to 2023)

Awarded Top Projects at UNC System 2023 Quality Expo Forum for Designing an ED Utilization WorkgroupUNC System 2021 Quality Expo Forum for Urgent Care Depression Screening and Reduction in ED Utilization Recipient of 2019 UNC Johnston Health “You Make a Difference Award” Recipient of Johnston Health 2017 Operational Excellence Project Award ‘Sepsis Waits for No One’ Awarded AIM ‘Train the Trainer’ recognition 2007

Computer Competencies include: Microsoft Office (360), QI Macros, Visio, Epic, PMMC, MURAL, TEAMS, and Web-Ex

Project highlights available upon request.

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