Front Office Data Analyst

Memory Waddle, MHA

San Antonio, TX • ***—***—****

******.******@*****.*** • www.linkedin.com/in/memorywaddle

Professional Experience

University Medical Center—Lubbock, TX September 2018—September 2020 Patient Experience Advisor: Organizational expert and data analyst for a 500-bed county hospital and 30+ outpatient clinics where I utilized CAHPS data through Press Ganey and NRC to benchmark, develop goals, and offer best practice solutions for service lines throughout the system .

Trained/coached front-line staff and providers on best practices, which improved patient experience CAHPS results to above the 90th percentile for Medical Practice, Urgent Care, and Ambulatory Surgery.

Created and managed 50+ department dashboards via Sharepoint where front line staff centered daily huddles to improve engagement and promote front line driven solutions to process improvement initiatives at the system and department levels.

Partnered with the Emergency Department to develop a tailored patient experience action plan and goals resulting in a 10% increase in likelihood to recommend from 2019 to 2020.

Conceptualized and implemented a reporting system through Qlik that associated CAHPS results to nurses, attending physicians, and resident physicians to reward and recognize individuals who consistently received high patient reviews.

Project lead on transitioning patient experience survey vendors for 6 service lines, requiring management of a team of 10 across the health system and vendors which led to a 200% increase in patient engagement volumes

Managed patient experience vendors through which I improved operational efficiencies in data transmission. I worked closely with IT to review processes and applied LEAN methodologies to enhance accuracies in data points within daily files.

Project lead on the revitalization of the patient experience strategy including supervising the patient experience team to meet deadlines, standardizing best practice resources to apply across the system, and establishing a leadership partner program.

During the COVID-19 pandemic, my team established and managed a daycare program for hospital staff’s children by partnering with a local school district. The daycare number of children grew from 25 to 70 within 2 weeks and allowed them to complete schoolwork and to participate in extra-curricular activities while we provided a safe environment.

Baptist Health—Little Rock, AR May 2017—May 2018

Graduate Resident: Graduate Resident for the System Director of Risk Management

Continued Lean Six Sigma training through Juran Global by participating in a project to decrease the amount of behavioral health patients that leave against medical advice. Result included establishing processes in the Emergency Department and Behavioral Health units to quickly indicate when higher level of treatment is necessary.

Produced patient safety data reports for nine hospitals to identify and evaluate risks to reduce injury to patients, staff, and visitors. Clinical team members utilized reports to amend policies and procedures.

Identified and presented data trends to the system Patient Safety Committee on a quarterly and monthly basis.

Arkansas Psychiatric Clinic—Little Rock, AR September 2014—May 2017 Operations Assistant: Assistant to the Executive Director and to front office operations of a large psychiatric clinic.

Processed 80 independent medical examination requests entailing case reviews, administering and scoring psychological testing, and final report creation for legal cases.

Processed all medical records and patient disability paperwork. I introduced a streamlined process to manage medical records requests by launching electronic transmission, improving weekly output by 25% and decreasing turnaround time.

Standardized front office processes, designed front office training material, and coached twelve front line employees, decreasing patient wait times.

Academic Experience

Research and Process Improvement January 2017—May 2018 Student

3 process improvement projects with multiple organizations where six sigma tools were used to solve process issues within organizations to improve efficiencies on higher levels of care and length of stay. Results included process mapping the care continuum for Myeloma patients, identifying preventable death identifiers in TBI patients, and adjusting antibiotic guidelines to decrease length of stay in surgical site infection patients.

Leadership and Volunteer Experience

San Antonio Hope Center (2020 – Present) • Patient Experience Committee Co—Chair (2018—2020) • Carpenters Kitchen Soup Kitchen (2019—2020) • Delta Omega Honor Society (2018—Present) • UAMS MHA Case Competition Team (2017 –2018)

Education

University of Arkansas for Medical Sciences, Master of Health Administration May 2018

Hendrix College, Bachelor of Arts, Psychology May 2014

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