Health Service Representative

Future Partner,

I offer you a highly versatile, responsible, results driven professional to join your team. I have listed some of my many accomplishments that I feel will be of interest to you:

•Key leader in multiple large projects that have seen significant improvement in patient satisfaction scores, process improvement, cost savings, regulatory compliance, and full implementation of vendors.

•Led multiple cross functional teams through continuous improvement efforts and implementations within different environments; medical clinic, hospital, health plan, and Physician Network.

•Proficient in PowerBI, Microsoft Teams, Microsoft Excel including Pivot Tables, Outlook, Powerpoint, and Work Planning.

•I am involved in: Community Health, Equity, and Wellness (CHEW) and Treasurer for Boy Scout Troop 1234.

Thank you for your time and I look forward to speaking with you.

Respectfully,

Melanie J. Fisher

734-***-****

Melanie J. Fisher

734-***-**** **************@*******.***

PROFESSIONAL SUMMARY

Professional with successful track record in leading teams and project management by utilizing my talents for relationship building and unique abilities for process improvement. I have independently facilitated multiple large group meetings, built engagement and networked with many different levels of staff, independently managed multiple projects, provided analytical data for multiple dashboards, researched best practice, and collaborated with leadership to identify and implement tactics to achieve desired goals.

SKILLS & ABILITIES

LEADERSHIP

· Lead multiple workstreams simultaneously, developing strategy and workplans. Keeping teams on track towards goals.

· Lead CE and PI teams, working towards goal of increased member and patient satisfaction by establishing objectives, desired outcomes, and work plans. · Strategy sessions with key leaders.

RELATIONSHIP BUILDING

· Ability to lead projects with any level of staff to strategize plans, working toward mutual goals and outcomes.

· Consult with senior leaders, department managers, supervisors, Physicians, and staff to develop plans to increase patient satisfaction.

· Mentor and coach management and staff to effectively implement and execute various improvement strategies.

· Nominated for Quint Studer Difference Maker award for 2016.

ANALYTIC ABILITIES

· Seek trends in data and match with behaviors to identify opportunities for change.

· Create organizational and departmental reports to display and monitor progress of goals and strategic plans.

PROFESSIONAL EXPERIENCE

HENRY FORD HEALTH SYSTEM-CORPORATE

PRACTICE TRANSFORMATION SPECIALIST, HENRY FORD PHYSICIAN NETWORK November 2019-PRESENT

·Identified and developed suggestions for provider participant’s improvement plans, assist providers in developing, implementing, monitoring, and tracking of improvement activities.

·Utilized professional quality improvement experience and expertise to guide the practice team members in definition of project-specific goals and timelines.

·Worked with network and practice team members to facilitate development and adoption of effective interim monitoring tools to track progress toward goal-oriented plans

·Accessed and incorporated available resources, tools, and/or materials (IT, analytic, clinical program and field education) to support transformation activities and clearly articulate and communicate areas of concern, needed tools, or barriers to practice achievement of goals to network leadership and other project team members.

·Partnered with the leadership and team members to identify and support standard improvement activities across practices as appropriate to improve network-wide performance

·Participated in sharing and learning related to improvement initiatives and other similar activities.

·Identified opportunities for improvement of processes in which multiple team members are involved.

·Established successful working relationships and interact effectively with colleagues, leadership, committee and board members, providers, practice managers, community partners, management, and other staff to solicit input and buy-in from clinical program customers/end users and staff.

HENRY FORD HEALTH SYSTEM-HEALTH ALLIANCE PLAN

MANAGEMENT ENGINEER-HEALTHCARE MANAGEMENT MAY 2018-November 2019

· Annual planning for major capital projects

· Development of strategic goals for each division within department

· Prioritization of operational improvement activities across department

· Development of business cases, work plans, project and resource estimates

· Assessment of relationships and agreements with external partners

· Integration of internal solutions or vendors with existing operations for business readiness

· Implementation of change management and performance improvement strategies within department.

HENRY FORD HEALTH SYSTEM

COORDINATOR-CARE EXPERIENCE JUNE 2016-MAY 2018

· Analyze data for trends; work closely with leadership to create initiatives to improve scores and ratings.

· Key leader on Quiet Time initiative to improve overall Inpatient quietness scores with a link to the Overall Likelihood to recommend scores.

· Key leader on Discharge Instructions Improvement initiative that saw significant improvement.

· Developed informational and marketing signage for Surgical Services department.

· Develop and work closely with multiple departments to create Employee Engagement Group to directly impact staff engagement.

· Go-to resource to pull specific data needed for regulatory compliance.

· Key resource on reorganization and restructure of focused rounding.

CARE EXPERIENCE SPECIALIST I FEBRUARY 2016-JUNE 2016

· Assume accountability for special projects delegated by department leadership.

· Review electronic medical record and email to triage patient inquiries.

· Assist in improvement efforts by proactively working with other departments within the organization.

· Maintain effective communication channels to ensure timely completion and coordination of projects within the care experience area and throughout HFHS.

SERVICE EXCELLENCE ASSOCIATE MAY 2015-FEBRUARY 2016

· Arrange meetings, conferences, schedules, interviews, and appointments.

· Establish, maintain, and revise recordkeeping and filing systems. Sorting and filing of correspondence, articles, and records.

·Provide notes on patient complaints and ensures Patient Advocate notified for appropriate follow-up.

CLINIC SERVICE REPRESENTATIVE DECEMBER 2013-MAY 2015

· Analyze and verify demographics and insurance information for patients through EPIC; achieved an error rate of 0.01% for 12-month period.

· Maintain cash drawer; achieved collection rate of 100% in 12-month period.

· Maintain confidentiality when handling patient information; excellent grasp of HIPAA.

TELLER II WINGS FINANCIAL FEDERAL CREDIT UNION NOVEMBER 2010-DECEMBER 2013

· Exceeded member satisfaction as well as transaction accuracy rates.

· Excellent interpersonal skills while interacting with many diverse cultures.

· Using analytical skills to detect sales opportunities while moving through the transaction process.

· Investigate teller losses and institute a corrective flow of work.

EDUCATION

UNIVERSITY OF PHOENIX, PHOENIX, AZ

· Master of Business Administration-Current Student

· Bachelor of Science-BSHA/HM

· Associates of Arts

TAYLOR CENTER HIGH SCHOOL, TAYLOR, MI

AFFILLIATIONS

COMMUNITY HEALTH, EQUITY, AND WELLNESS (CHEW)

· Henry Ford Health System-Community Health Group member

BOY SCOUT TROOP #1234

·Treasurer

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