Lean Six Manager
Resume:
DENEEN E. BAKER, MBA
Stafford, Va 22554
******.*******@*****.***
OBJECTIVE: To build strong management teams that increases productivity and synergy across the organization. Along with developing clear business strategies to secure strong customer service relations, internally and externally.
QUALIFICATION SUMMARY: MBA with 12 years of patient and guest relations experience. On-boarding and managing the volunteer services departmental staff, and working with all levels of Organization.
MAJOR ACCOMPLISHMENTS
-Execute New Employee Orientation -Led New Leader Orientation
-Completed Lean Six Sigma Yellow Belt Education -Led HAP HCAHPS workshops
-Implemented Secret Agents for HCAHPS -Led Employee Grievance Panel
Improvements -Led educational session for colleagues
-Developed and executed Train the Trainer -Developed and executed Cultural
Education Compliance skills
-Servant Leadership Certification -Just Culture Training
-Developed and led Crucial Conversation Training -Press Ganey Initiatives
EMPLOYMENT
October 2017 – Present Metropolitan Health Services – Fairfax, Va
Site Manager- Fair Oaks Hospital
Manage the daily operations of the transportation department which includes the Patient Safety Associates, transporters, valets, greeters.
Manage the placement of the PSA, greeters in the facility.
Liaison for both the PSA and the clinical staff
Manage the daily schedule of all staff
Attend leadership meeting on behalf of department
Schedule education session for all staff
Handle budgetary issues of department
Skillfully handle department goals, objectives, performance standards.
July 2003 – Jun 2016 Mercy Health Systems- Philadelphia, Pennsylvania
Director – Patient/Guest Relations & Volunteer department
Manage the day to day operations of the department
Manage, investigate, and resolve complaints, concerns, and inquiries from patients and family
members
Operating budgetary responsibility for patient relations department in excess of $100,000.00 annually
Liaison for both patient and clinical staff
Chair the Environmental of Care Rounds by aligning hospital policies and procedures with JACHO
requirement as a learning tool for colleagues
Member of the Ethic Committee, The Patient Family Advisor Committee, and The Patient Experience
Committee
Skillfully develop departmental goals, objectives, performance standards, policies and procedures
Develop educational sessions with senior management and colleagues for the Values In Practice
program
Develop Cultural Inclusion skills for all colleagues to assist in empathy learning
Manage the day to day operations for the Volunteer department
oLead meetings with the Ladies Auxiliary and manage vendor sales to promote profitability for Youth summer program
oProcess all volunteer applications, PPDs, background checks, and assignment of new volunteers
oBudgetary responsibility for volunteer department in excess of $75,000.00 annually
oManage 100 to 150 volunteers yearly
oManagement of daily operations of the Gift shop, including resource scheduling
December 2003 – July 2003. Mercy Health Systems- Darby, Pennsylvania
Scheduler/Registrar - Mercy Imaging Center
Managed the daily operation of the imaging center
Liaison for both clinical staff and patients
Integrated the Radiology department’s services with the hospital by implementing policies, and
procedures to guide or support services
Implemented process improvement of the departmental performance by managing calls and ensuring
the correct scheduling of outpatient procedures using the RMS scheduling system
Pre-certified patients to ensure compliance with insurance coverage
Ordered radiology test and provided excellent customer service to hospital personnel and patients
June 2001 – December 2003 Mercy Health Systems- Darby, Pennsylvania
Install Specialist – Mercy Advantage
Supported management and trained departmental personnel on the use of the laboratory computer
system
Provided hands-on training for software users and developed end-user training material
Successfully marketed, collaborated and maintained a professional relationship with physicians and
nursing home of Mercy Advantage Information Network System
Scheduled technicians and engineers for installation of laboratory computer system
Managed the design and implementation of the training sessions
EDUCATION
Cornell University – Online 2011
Professional certification
HealthCare Facilitates: Strategic and Innovation
University of Phoenix –Philadelphia, PA 2007
Masters of Business Administration
Majored in Healthcare
Widener University- Chester, PA
Bachelor of Arts Degree 2005
Associates Degree of Arts 2004
SKILLS
- Microsoft Office -SMS Unity Systems
-Microsoft Access -HRIS Software System
-Microsoft Word -EVS HDX Software
-Microsoft PowerPoint -MediTech
-Microsoft Excel -MIDAS
REFERENCES AVAILABLE UPON REQUEST
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