Clinical and Medical Operations Health Administration Medical Terminology

Facility Management Patient Engagement Process Reengineering

Qualifications Profile

Highly effective, goal-driven, and results-oriented professional with extensive experience in general management and operations within the healthcare and medical industry; complemented with proven expertise in strategic planning, clinical education, research, and program development. Equipped with outstanding leadership skills in developing and directing top-performing teams toward the achievement of set-forth goals and objectives. Strict at enforcing compliance with company policies and other regulations, such as National Committee for Quality Assurance (NCQA) and the National Commission on Correctional Health Care (NCCHC) accreditation and auditing requirements. Proficient with Microsoft Office Suite (Word, Excel, and PowerPoint).

Education and Credentials

Master of Science in Nursing Education, Dec 2010 § Indiana Wesleyan University, Marion, IN

Bachelor of Science in Nursing, Dec 2008 § Indiana Wesleyan University, Marion, IN

Diploma in Nursing § Northwestern University School of Nursing (James Ward Thorne), Chicago, IL

Advanced Cardiovascular Life Support (ACLS) Certification, 1995, 1997, 1999, 2001, 2012

Certified Correctional Health Professional (CCHP), National Commission on Correctional Health Care

Leadership Experience

Grand Traverse County Commission on Aging § Traverse City, MI

Director October 18, 2017–June 11, 2020

Directs, manages, administers, monitors and oversees all operations and activities of the department that conforms with mission, goals and objectives of the County.

Supervises all staff of the department, either directly or indirectly through subordinate supervisors, including interviewing, participating in disciplinary actions and evaluating appropriate performance standards.

Develops strategic plans and strategic initiatives for the department, implementing new procedures and policies, analyzing financial and operations data.

Prepares the annual budget for the department: reviews financial reports, prepares budget adjustments; manages assigned accounts and funds.

Directs and manages community or public relations activities, representing the department to the public. Oversees the development of press releases, website content, newsletters, marketing plans, promotional materials, annual or periodic reports. Participates in community events and partnerships.

Provides comprehensive customer service, including delivery of accurate and prompt assistance on complex policies, guidelines and standard practices to internal and external customers. Investigate and resolves complaints and concerns from clients and constituents.

Manages contracts with vendors and contractors. Develops requests for proposal/price package, selects vendors/contracts and oversees and evaluates the work of vendors/contractors.

Collaborates with County leadership, other County departments, representatives of other jurisdictions in order to establish and maintain optimal department operations and appropriate services to clients and constituents.

Ensures compliance with statutory responsibilities and directives; evaluates and communicates the impact of potential legal or regulatory changes on the department and County.

Conducts and or oversees a variety of special projects, including research, data analysis, and reporting related to the department’s function or mission.

Family Health Network-Community Care Alliance of Illinois § Chicago, IL

Director of Care and Disease Management April 2015 to October 12, 2017

Efficiently oversees complex and disease management, behavioral health, and the community outreach teams for Medicare and Medicaid members

Maintains complete conformity with care coordination contract elements and Family Health Network (FHN) policies and procedures

Determines and enforces best practices and evidence-based solutions, in coordination with the vice president of Healthcare Management, vice president of Quality and Preventive Health, and vice president of Utilization Management

Facilitates effective training for 78 CM and DM staff in optimizing care coordination efforts and staff productivity

Initiates and integrates technology-based approach to enhance care coordination and promote health and wellness throughout the population

Serves as catalyst and key liaison accountable for establishing and strengthening provider and community relationships, while maintaining direct communication with interdisciplinary teams to maximize care opportunities

Tracks and assesses the success of care coordination and patient engagement efforts through data analysis and collection

Identifies selection criteria for BI/report creation requirements through coordination with information technology (IT) staff

Capitalized on extensive experience in processing and obtaining the NCQA accreditation

Corizon Health § New Castle, IN

Health Services Administrator, New Castle Correctional Facility (NCF) 2014–2015

Acted as chief on-site administrator to direct the delivery of comprehensive contract service, which involved personnel selection and retention, budgeting, and care coordination with internal and external resources

Provided expert leadership throughout the Nursing, Medical, Mental Health, and Dentistry departments

Delivered comprehensive care to over 3,100 offenders, involving 2,165 sexual offenders

Administered clinical operations within the 28-bed medical infirmary and 128 bed mental health infirmary for the serious mentally illness (SMI) patients transferred from other facilities across the state

Cermak Health Services-Cook County Health and Hospital Systems § Chicago, IL

Chief Nursing Officer, Cook County Jail and Juvenile Detention Center 2011–2014

Led the development and implementation of nursing standards and practices for all areas of Cermak Health Services (CHS)

Offered effective care to over 10,500 detainees consisting of 20% behavioral health patients facility wide; 300 acute and sub-acute care patients; and over 986 patients intermediate care patients

Restructured emergency response to cover the 100-acre campus facility

Provided interdisciplinary oversight to effectively manage the mental health infirmary with 100 SMI patients

Assumed full accountability in identifying and allocating nursing resources and budget to secure a quality, safe, and effective health care, while overseeing nursing staff of 313 full-time equivalent (FTE)

Worked with the COO and CMO in developing and implementing vision and strategic plan for nursing and clinical practices, as well as handling yearly revision of policies with the interdisciplinary team

Created physical assessment documentation in Cerner related to nursing practices electronic documentation

Applied leadership to Process Management Team through Six Sigma processes

Closely monitored staffing patterns, while supervising and guiding 21 Cermak nursing managers

Spearheaded the development and implementation of continuous quality improvement (CQI) for auditing process within the first year and served as co-authored in writing the Nursing Protocols Handbook

Functioned as an executive level member of the CNO Team and spearheaded projects, from initiation to process management

Corizon Health § Westville, IN

Director of Nursing, Westville Correctional Facility 2009–2011

Administered and managed nursing practices, nursing education, and staff nurse professional development

Worked with the Department of Corrections in administering quality healthcare to over 3,400 male offenders involving sub-acute care, intermediate care and the Urgent Care and Emergency response team to cover the 50-acre facility

Collaboratively worked with all mental health staff in achieving and generating optimum care and results

Took charge of integrating evidence-based practice and research applications to promote nursing excellence in delivering comprehensive care to diverse populations

Planned and organized Psychiatric and Community Health student nurse programs within Valparaiso University and Purdue North Central University

Created and wrote the student practicum handbook

Directed the rollout and managed the program for Telemedicine

Effectively functioned as lead coordinator for a government-funded research study in the state of Indiana

Served as interim health services administrator (HSA) in coordinating and directing all aspects of nursing, mental health, and dental services

Received recognition awards such as Director of Nursing Award for 2010; Medical Facility Award for Correctional Medical Service (CMS) in 2010; and Bridging Alliance Award from DOC in 2009

The University of Chicago, Dyna Care Home Health (Amedisys) § Chicago, IL

Clinical Accounts Manager Supervisor 2004–2007

Developed and ensured an accountable referral system for over 500 referrals per month by enforcing changes, creating office standard operating procedures (SOP), and daily workflows

Oversight of daily clinical interaction and marketing of all referral agents for UCH patients, which involved case managers, clinic nurses, physicians, and outside clinics

Guaranteed appropriate and necessary home care referrals and extensive on call response to patient calls

Coordinated a large percentage of cardiac patients population, which consisted of telemedicine patients with congestive heart failure (CHF)

Coordinated with the Home Health Team in ensuring and delivering quality complicated care, which involved home visits consultation

Supervised four full-time equivalents (FTEs), while coordinating comprehensive care across six Dyna Care branches

Handled the preparation and submission of protocols for Telemedicine CHF study, in collaboration with a principal investigator (PI)

Pioneered the establishment of home care referral process after the DynaCare’s acquisition of UCMC home care office in 2004

• Dyna Care Home Health Employee of the Year Award in 2006

Clinical Experience

University of Chicago § Chicago, IL

Nurse Associate, Vascular Surgery 2007–2009

Offered effectual care to all vascular surgery patients, which involved clinical evaluation, assessment, and follow-up care for both inpatient and outpatient clients

Conducted screening and follow-ups to all bariatric patients who needed inferior vena cava (IVC) filter placement before surgery and other issues within the designated nurse clinic

Made use of the state-of-the-art technology in communicating patient’s status to vascular surgeon in multiple sites

Earlier Positions Held:

Cardiac Solutions § Elmhurst, IL

Cardiac Nurse Specialist 1996

Northwestern Memorial Hospital § Chicago, IL

Critical Care Nurse Cath Lab 1990–1996

Home Health Care and Hospital § Medical Personnel Pool

Critical Care Registered Nurse 1987–1990

Oak Park Hospital § Oak Park, IL

Critical Care Registered Nurse 1986–1988

Research Experience

University of Chicago § Chicago, IL

Research Nurse, Vascular Surgery 2007–2009

Led the research studies for the department in collaboration with four surgeons focused on research protocols

Earlier Positions Held:

Research Nurse Associate, Pathology 2002–2004

Research Nurse Associate, Interventional Cardiology 1997–2001

Teaching Experience

Purdue North Central University § Westville, IN

Adjunct Faculty Member, School of Nursing 2010–2011

Served as clinical instructor for the baccalaureate nursing program

Traditional classroom, online and onsite clinical instruction

Professional Experience

Virtual

Independent Legal Nurse Consultant 2012–2014

Executed keen analysis on facts and testimonials regarding nursing and other healthcare services and outcomes within the correctional settings, which involved thorough observation of compliance with nursing practice standards and guidelines

Prepared and presented informed opinion of findings through writing and disposition

Earlier Positions Held:

Northwestern Memorial Hospital § Chicago, IL

Buyer, Cath Lab 1993–1996

Medical Personnel Pool § Oak Park, IL

Branch Office Manager 1986–1987

Licenses: active

Registered Nurse: State of Florida

Registered Nurse: State of Indiana

Registered Nurse: State of Illinois

Registered Nurse: State of Michigan

Affiliations

National Association of Healthcare Quality (NAHQ)

National Commission on Correctional Health Care (NCCHC)

Board Treasurer Traverse Area Community Rowing (TACR)

Awards and Honors

Corizon Indiana Director of Nursing Award for 2010

Bridging Alliances Award, Indiana Department of Corrections: 2009

Dyna Care Home Health Employee of the Year 2006

Activities

Volunteer Nurse (DynaCare Home Health), Kahuta, Kashmir, Pakistan

Presenter, Board Members, System Meetings, Nursing Schools

Capstone Speaker, National Conference on Correctional Healthcare

Speaker, National Commission on Correctional Health Care (NCCHC) National meeting

Publications

Kienlen, C. (2010). Student nurse practicum handbook: Westville Correctional Facility directive, WCC 01-16.

Kienlen, C. (2010). The impact of depression affecting glycemic control.

Kienlen, C. (2013). Cermak Health Services nursing protocols.

Presentations

Kienlen, C. (2010). The impact of depression affecting glycemic control. CMS Regional Conference, Indianapolis, IN

Kienlen, C. (2014). Cook County Jail and Juvenile Temporary Detention Center. Cook County Board, Chicago, IL

Kienlen, C. (2016). Challenges in care coordination. Medicaid Managed Care Congress, Baltimore, MD.

Kienlen, C. (2017-2020) Presentations to the Grand Traverse County Board of Commissioners on COA Transportation Program, and other COA Services Provided

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