Patient Services Officer
Resume:
Stephanie Wilcher - BSN, MBA, MSS
***** ******** **** #***, ***** Hollywood, CA - 91601
**********@*****.***
Chief Nursing Officer
Progressive Leadership Organization ꟾ Project Management ꟾ Strategic
An army veteran, steadfast, and focused leader with a proven record of success in streamlining daily nursing activities, paired with an ability to develop long/short-term objectives and priorities, treatment guidelines, and standardized protocols for clinical operations. Adroit at providing oversight to optimize workflow and building positive working relationships with internal/external stakeholders to support the program and resolve challenges in patient care and management activities. A seasoned professional, recognized for working as a proactive liaison to increase program performance, seeking to demonstrate exceptional organization skills by establishing specific, measurable, achievable, realistic, and timely (SMART) goals and ameliorating the operational procedures and productivity.
PROFESSIONAL ATTRIBUTES
Holds experience in improving nursing governance structure, administrative processes, and educational programs by providing guidance and continuous support
Expert in identifying system-wide quality indicators to determine the overall project performance
Capable of strategic planning towards quality performance and consistency in care model through effective program modeling, tracking and monitoring outcomes and trends
Skilled in maintaining collaborative working relationships with different tiered staff through exceptional interpersonal skills and collaborative communication
Highly passionate about paying attention to details and have expertise in quick decision making to solve complex problems and conflicts
PROFESSIONAL EXPERIENCE
Associate Director of Nursing
Concorde Career College - North Hollywood, CA 2020 - Current
Support Director of Nursing in monitoring ongoing practices and systems, developing a culture of continuous quality improvement, and resolving day-to-day management issues
Perform comprehensive curriculum reviews to update nursing programs and incorporate evidence-based teaching and learning techniques
Supervise the preparation of syllabi, lesson plans, and assessment materials in compliance with the organization’s policy, State Board of Nursing, and regulatory agencies
Collaborate to implement initiatives to support learning through different activities such as skills labs, clinical, and orientation
Counsel students to guide them about different paths towards career success using exceptional communication and collaborative skills
Senior Consultant
DiversePro, LLC - Houston, TX 2019 - Current
Work as subject matter specialist and help in designing and implementing service goals, strategic business plans, and presentations for various contract employees
Analyze the performance metrics to determine shortcomings and risk factors and develop cutting-edge solutions to address the potential issues in business flows and launch
Worked with the interdisciplinary teams and management to gather and analyze client site information and determine start-up requirements, prepare documents
Sr. VP Patient Services/Chief Operating Officer
Beverly Hospital - Montebello, CA 2017 - 2019
Led over 600 staff to streamline daily operations of an independent 202-bed acute care facility with revenue growth of over USD 400 M
Directed different nuances of development projects:
oUSD 3M budget Emergency room expansion from 15 to 37 (opened in 2019)
oUSD 7M up-gradation of the Cardiac Cath Lab and MRI suite (2020)
enhanced 25% recognition of critical response and reduced 20% Code Blues by initiating professional development programs with a significant 98% attendance for over 300+ employees and 4 credentialed wound care nurses
Restructured the bed management system, resulting 10% boost in revenue and patients census
Started competency-based nursing transition program and initially provided a total of 30 nurses for ICU, OR, ER, and currently 35
Chief Clinical Officer / Chief Nursing Officer
Curry Health Network - Gold Beach, OR 2016 - 2017
Ensured revenue growth and generated UD 10 M within 18-months by improving patient census through service quality assurance and promoting cross-functional collaboration
Oversaw daily operations of a 25-bed outpatient clinic, free-standing ER facility, surgical services, and a family practice clinic worth USD 54M patient revenue
Enhanced professional performance and proficiency by steering staff dietary, laboratory, pharmacy, infection control, ED, OR, acute care, coumadin clinic, and nuclear medicine clinics and ensured recertification for the annual DNV
Deputy Chief, Quality Services
Brooke Army Medical Center Fort - San Antonio, TX 2015 - 2016
Liaised with department chiefs and PI coordinators in setting training program goals in accordance with organizational objectives to acquire High-Reliability Organization (HRO) competencies
Advocated for distinguished programs, awarded "no findings" rating status in critical Joint Commission evaluations
Proactively contribute to quality improvement of various programs such as patient safety and joint commission preparedness
Associate Dean
Academic Support Division - Fort Sam Houston, TX 2013 - 2015
Spearheaded registrar for 5 sections worth USD 2M assets and 49 accredited medical programs
Proactively contributed to the compilation of the institution's first Academic Affairs lexicon, which included over 700 terms and over 300 potential metrics
Directed first-ever evaluations on data and organization constraints, resulting in exceeding medical training goals
Augmented operation’s political, social, and cultural framework by articulating database management plans for 51 training programs with 1,500 faculty members across 7 divisions
Chief Executive Officer (Clinic Commander)
Dunham Army Health Clinic - Carlisle, PA 2011 - 2013
Produced USD 50K annually by strategizing patient care for 50 K on service Army officers, their families, and veterans, increasing quality, safety, and accessibility resulted in increased patient satisfaction
Maintained compliance with 60 standards and 40 reporting standards while leading through NCQA certification
Implemented internal financial control to reduce costs, resulting in saving USD 72K in specialty care and USD 680K in urgent care costs through successful diabetic group appointments generating an additional 600 Relative Value Units (RVU)
Facilitated 5K boost in productivity (RVUs) by 5K and saved four full-time equivalents (FTE) worth USD 400k/month
Secured USD 150K regional reimbursement by improving HEDIS measures and maintained
MILITARY EXPERIENCE
VP of Nursing (Deputy Hospital Commander)
21st Combat Support Hospital - Fort Hood, TX
Chief Nursing Administrator
Ireland Army Community Hospital - Fort Knox, KY
Deputy Commander
Warrior Transition Department - Fort Knox, KY
Chief Clinical Nursing Operations
Brooke Army Medical Center Fort - San Antonio, TX
PROFESSIONAL SKILLS
Strategic Planning and Implementation ꟾ Project Management ꟾ Process Improvement ꟾ Cost Control ꟾ Documentation ꟾ Policy and Project Development ꟾ Strong Verbal and Written Communication ꟾ Collaboration ꟾ Negotiation ꟾ Time Management ꟾ Workload Prioritization ꟾ Staff Training and Development ꟾ Independent and Team Work ꟾ Risk Assessment ꟾ Counseling ꟾ Hospital Operations ꟾ Nursing Education ꟾ Healthcare Consulting ꟾ Curriculum Development
EDUCATIONAL BACKGROUND
Ph.D. (In progress)
Master of Strategic Studies
U.S. Army War College
Master of Business Administration in Nursing
Webster University
Bachelor of Science in Nursing
Oregon Health Science University
REFERENCES
Available upon request
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