Customer Service Care

Delanda Bryson

Buford, GA • 773-***-****

adt8ze@r.postjobfree.com

Clinical Operations Leader

A goal oriented, strategic leader with expertise in business operations, clinical operations, nursing, and department management. Highly skilled in quality metrics, program development, education and quality improvement, performance improvement, training, development, financial analysis and customer care. Effective communicator adept at collaborating with cross-functional departments to achieve organizational vision and goals. Proven success in increasing market-share growth and enhancing operational efficiencies and workflows. Technical proficiency in Microsoft Word, Excel, SPSS, Epic, LastWord, AllScripts, and NextGen.

Core Competencies

Leadership • Strategic Planning • Operations • Relationship Management

Team Building & Development • Collaborative Communications • Budgets

Process Improvements • Program & Project Management• Quality Customer Care

Professional Experience

EMORY HEALTHCARE, Atlanta, GA 2022– Present

Unit Director, Rollins Immediate Care Center at Winship

Direct all aspects of performance and operations, clinical and project management functions. Ensure the provision of optimum patient care for a nursing unit; provides leadership in the development, implementation, and evaluation of policies, procedures, strategies, and services for the unit. Prepares, develops, and submits department budget to nursing administration for final approval. Monitors expenditures to ensure compliance with fiscal constraints and explains any variances. Directs the allocation of resources within selected areas through planning, budget process, analysis of statistical reports and other pertinent information. Directs and supervises nursing staff.

Key Achievements:

With a focus on short and long term quality goals and objectives, launched cancer focused immedicate care facility to bridge the gap between cancer centers and emergency rooms for oncology patients.

Evaluation and implementation of triage system for enhanced clinical practice and administrative processes, maintaining safe continuation of therapy while addressing urgent needs.

Facility policy development; establish, administers and communicate policies, procedures and related forms in accordance with state, federal, and organizational guidelines. Communicates and monitors compliance with regulatory, licensing and accreditation standards.

Developed a team of oncology trained experts through individually focused on boarding plans.

Established nursing competencies, key performance indicators, patient care objectives and employee development plans.

EMORY HEALTHCARE, Atlanta, GA 2020 – 2022

Senior RN Clinical Services & Sr. Operations Manager

Oversee operational processes to enhance clinical and office efficiencies, patient satisfaction, and cost-effective outcomes while ensuring quality patient care. Responsible for performance improvement and project management Provide financial management including budgeting, inventory control, and purchasing. Administer departmental policies and procedures in collaboration with ancillary departments.

Key Achievements:

Implement and maintain standardized telephone triage system to ensure appropriate patient contact, treatment, and constancy of practice by collaborating with physician leadership.

Establish standard work process system, promoting collaborative clinical practice and ensuring professional standards of nursing practice.

Ensure operational efficiency, workflow, and patient flow by providing strategic oversight.

Generate accurate and complete reports for management and regulatory agencies while collecting, organizing, and analyzing data.

Develop competent and productive staff by providing employee coaching and training, performance feedback, and problem resolution.

GRADY MEMORIAL HOSPITAL, Atlanta, GA 2019 – 2020

Registered Nurse, Hematology and Oncology

A registered professional nurse who managed outcome directed patient-centered care. Provided care for patients undergoing wide range of cancer treatments. Created patient specific plan of care while utilizing patient/family input and goals. Evaluated patients’ response to planned care and adjusted plan as needed. Accurately recorded patient data for charts and research purposes.

Key Achievements:

Managed individualized patient care by promoting and restoring patients’ health through the nursing process; collaborating with physicians and multidisciplinary team members and providing physical and psychological support to patients and families.

Identified need to revise policies and procedures for patient population based on receipt/review of evidence-based research.

Developed strong Hematology and Oncology teams by coaching and guiding nursing aids and LPNs.

MOUNT SINAI HOSPITAL, Chicago, IL 2010 – 2014

Executive Director of Clinical Outpatient Services & Operations

Held leadership, clinical performance and operations management, project management and fiscal responsibility for eleven clinic sites. Managed $30M dollar budget. Collaborated with Vice President of Physician Services to create vision and long-term goals. Developed clinical programs and strategic initiatives to support market-share growth and created annual operating and capital budgets. Developed and implemented management training program, recruiting and coaching managers in provision of quality patient care.

Key Achievements:

Achieved consistent departmental needs by developing and maintaining affiliations with various healthcare providers.

Delivered high-quality patient care by developing well-functioning, well-trained staff.

Ensured achievements of customer service expectations by creating and implementing customer service training programs.

Served as member of Quality Improvement (QI) Committee to monitor QI measures and establish steps to ensure QI compliance.

Fostered growth of clinical enterprise by increasing specialty referrals and clinical appropriate admissions.

Implemented electronic medical records across 11 clinical sites.

Developed “Gold Standard” for Management training.

Additional Experience:

Manager, Clinical and Administrative Operations Advocate Healthcare Systems, Chicago, IL

Manager, Clinical and Administrative Operations University of Chicago, Chicago, IL

Grants and Contracts Officer University of Chicago, Chicago, IL

Education & Certifications

Master of Business Administration in Healthcare Administration, Roosevelt University

Master of Business Administration in Finance, Roosevelt University

Bachelor of Science in Nursing, Herzing University, Atlanta, GA

Bachelor of Science in Biology, Chicago State University

Certification in Project Management Strategy, University of Chicago

Certification in Process Management and Improvement, University of Chicago

Professional Affiliations

Seven Stones Leadership

National Associations of Health Services Executives

American College of Healthcare Executives

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