Service Representative Medical Assistant
Resume:
Patrick Olsen BSN RN MAS (Health Law)
La Mesa, CA 91942
Home Phone/cell 619-***-****
Email *********@*****.***
W O R K H I S T O R Y
February 2022 – Senior Vice President Clinic Operations, Family Health Centers of San Diego January 2023
FHCSD is one of the nation’s ten largest FQHCs and operates 72 sites across San Diego County, including 22 primary care clinics, behavioral health facilities, dental clinics, vision clinics, mobile medical units, mobile counseling centers, physical rehabilitation, pharmacy and outpatient substance use treatment programs to support services throughout San Diego County. The breadth of clinic locations, services and programs makes FHCSD the largest community clinic provider of health care to the uninsured in the county and one of the top 10 largest community clinic organizations in the nation. FHCSD is the largest health care safety-net provider, largest school-based health care provider and largest comprehensive HIV/AIDS services provider in the San Diego region. As the Sr. VP, I provided oversight of Clinic Operations and integration throughout the multitude of sites across San Diego County. Responsibilities:
Direct reports include, two Vice Presidents of Clinic Operations; Director of Nursing & Chief Academic Officer, Laura Rodriguez Medical Assistant Institute (LRMAI); Director Patient Experience & Registration Services; Director Women’s Services, Director Clinic Operations & the Associate Clinic Director Internship Program.
Via direct reports, provide oversight and the robust development of Primary Care Clinics and Urgent Cares, programs and site specific Leadership, Medical Providers, Medical Assistants, LVNs, RNs, Patient Service Representatives, Support Services, Vision Services, Women’s Services, newly developed Patient Experience Program, the LRMAI staff, and the Infusion Clinic [the county’s only site that provides COVID-19 Test & Treat services]
FHCSD’s Quality Council Co-Chair.
FHCSD’s Chief Quality Officer for the GME Program.
Provide onsite clinic coverage in the absence of Clinic Leadership.
Mentor Associate Clinic Director Interns through our internally developed training program.
Accomplishments:
Successful implementation of a Medical Assistant Clinical Ladder with performance expectations, sustainable growth, and development of MA Leaders and staff.
Creation of a new position, Director Patient Experience & Registration Services, to align initiatives and maximize the patient experience systemwide. Subsequently mentored the development of a 24-month Patient Experience Strategic Plan.
Revised, standardized, and implemented new hire orientation programs for Medical Assistant, Nursing, and Registration staff, including support for the Behavioral Health program.
In collaboration with the Chief Academic Officer of the LRMAI, oversaw development of the program’s curriculum, budget, student recruitment, and Patrick Olsen BSN RN MAS (Health Law)
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the first cohorts of Medical Assistant students which opened in January 2023.
Successful implementation of a Patient Service Representative (PSR) Clinical Ladder to include performance expectations for sustainable growth and development of PSR Leaders and staff.
Implementation of a Sterile Instrument Processing training program for staff
Implemented monthly and ad hoc mandatory Clinic Director meetings as a bidirectional forum for the standardization of multidisciplinary communication of new programs, products, QAPI, best practices.
Led a collaboration with clinic leadership and Human Resources
(Recruitment) to effectively revise staffing models for the delivery of care to address the shortage of nursing staff.
Partnered with the VP of Facilities Engineering to implement an asset management program and bring the services, ‘in-house’ increasing the efficacy, tracking, control of medical equipment while reducing costs and loss of assets.
August 2010 – Director Regulatory Affairs, UC San Diego Health, San Diego, CA June 2020 Led the systemwide Regulatory Affairs Department (RA), which provides oversight for the Health System’s two main hospital campuses and licensed ambulatory operations. Provides integrative support for the non-licensed Ambulatory operations. UCSDH is composed of 800 inpatient beds and over 100 ambulatory clinics. Oversight and consultative support extend to the multiple affiliations and operational agreements UCSDH has developed throughout the southern California region. RA serves as an integrated consultative resource to Risk Management, Quality & Patient Safety, Compliance, Nursing, Medical Staff, Lab, Pharmacy, and NIH & privately funded Research Protocol approvals via the Institutional Review Board (IRB). Systemwide Administrator On-Call (AOC)
Operating under delegated authority to represent the Chief Executive Officer
(CEO), function in the AOC role to resolve high-profile and high-risk situations. Rotating 24/7 responsibility.
Regulatory Affairs
With the recent growth of UCSDH, the department increased to over ten integrated nursing and professional staff.
Introduced and facilitated initiatives throughout the University of California system with statewide impact including the UC Inspect electronic compliance tool and the reduction in Compliance, Privacy, and Immediate Jeopardy penalties.
Regulatory Affairs received recognition for our accomplishments as one of UCSDH’s Best Team’s of 2016.
Regulatory Agencies
Liaison with regulatory agencies, including The Joint Commission (TJC), the California Department of Public Health (CDPH), the Food & Drug Administration (FDA), and Centers for Medicare and Medicaid Services
(CMS) to ensure compliance with state and federal laws and regulations.
Coordinate and facilitate site inspections, mandatory reporting events, and complaint investigations from state and federal regulatory agencies.
Prepare staff and providers for state and federal systemwide surveys, including TJC Accreditation & Certification and CDPH / CMS Surveys.
Successfully facilitated oversight for the development and implementation of all action plans that result from these surveys.
Ensure ongoing readiness and preparedness of over 10,000 employees and providers for both announced and announced state and federal surveys. Patrick Olsen BSN RN MAS (Health Law)
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Serve as the Health System’s Disaster Management Operations / Command Center, Liaison Officer and point of contact for San Diego’s Airport
(Lindbergh Field), Cruise Ships, and the region’s Indian Reservations, Transportation, and the County’s Emergency Operations Center.
Served as the Hospital Incident Command Center’s Liaison Officer for the COVID-19 response. Maintained ongoing communication and facilitation of onsite visits with regulatory agencies, including TJC, CDPH and the CDC. Licensing
Coordinate and ensure compliance with all licensing activities including construction / remodeling projects, change in usage of patient care areas, and new hospital and outpatient surgery centers and clinics.
Facilitated preparations and led the CDPH on-site licensing survey for Jacobs Medical Center, resulting in full CDPH licensure in under 2.5 days.
Oversee systemwide initiatives to utilize licensed and non-licensed space to provide care to patients based on surges that impact capacity. Seek approvals from CDPH, as necessary.
Compliance / Privacy
Initiate and lead timely reporting of Privacy related incidents to CDPH.
Lead on-site investigations and the development and submission of Privacy related action plans to CDPH.
Initiated collaboration with CDPH’s newly developed Medical Breach Branch to define the investigative process and the rights of employees.
Developed and submitted COVID-19 waiver requests to State and Federal agencies (CMS & CDPH) to ensure reimbursement / payment for the care provided during the epidemic.
Implemented a systemwide process for expedited development, review, approval, and tracking of COVID-19 related protocol revisions to ensure regulatory compliance.
Risk Management
As the systemwide regulatory expert, provide Risk Management and UC Legal Counsel consultation on legal matters and subpoenas related to significant adverse events.
Physician Engagement
Engage physician leads of the disease specific certification programs and work in partnership for ongoing compliance, onsite surveys, and the submission of action plans to regulatory agencies.
Provide education and support to Medical Staff and trainees on new and existing regulatory and compliance requirements.
Provide Medical Directors input and consultation for physician driven quality initiatives related to regulatory compliance and patient safety.
Ensure individual Medical Staff and trainees are adequately prepared for regulatory surveys and investigative interviews related to their practice. Systemwide Regulatory & Compliance Resource
Present monthly compliance data and regulatory updates to the systemwide Quality Council, Patient Safety Committee, Hospital Operations Committee, and the Executive Governing Body.
Member of the biweekly Significant Event Committee and provide consultative analysis of regulatory and clinical compliance and risks. As the systemwide expert on reportable adverse events, provide guidance on immediate actions and reportability.
Patrick Olsen BSN RN MAS (Health Law)
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August 1998 - Nurse Manager Acute Care Trauma, Orthopedics and Neurosurgery, University August 2010 of California San Diego Health, San Diego, CA Unit Management
Manage a 29-bed Acute Care Trauma, Orthopaedic, and Neurosurgery unit with over 60 employees.
Managed a general surgery and medicine Acute Care unit in combination with above for a total of 84 beds.
Responsibilities included daily operations, financial planning, budgeting, hiring, staff development, performance appraisals, scheduling, coordination of patient care, performance improvement, TJC readiness, patient safety, patient satisfaction and ANCC Magnet designation readiness.
Unit specific Press Ganey Patient Satisfaction Scores on the Nursing Section are at the 98th percentile rank when moved to the position in Regulatory Affairs. Research
Awarded 20,000 dollars in funding as the PI for an IRB approved (#090137) research study to determine the effects of massage on acute care nurses and correlations in reducing injuries and improving patient safety and satisfaction, 2008–2010.
Worked collaboratively with the research center, physicians, nursing, and finance to implement three NIH surgical pain studies on the orthopaedic unit. Named contributor for the published study, Ilfeld et al. RAPM 2007; 32: 46.
Supported by evidence-based research, gained capital approval, and implemented the use of Bladder Scanners® in acute care. Team Facilitation
Co-chair of the UCSDH’s Leadership Development Team (2007-2008). Initiatives included development of 450 healthcare leaders, including mandatory quarterly, off-campus, full-day training sessions. Active involvement 2006-2010.
Received the 2005 Diversity Award for UCSDH for recognition of developing a high performing diverse patient care team.
Chaired Nursing Informatics in 2005.
Care Coordination
Acted as a regular Nursing Supervisor for the Hillcrest and La Jolla Medical Centers, 1999-2003. Coordinated efficient patient care by managing patient flow and placement.
Initiated a pilot that became the standard of practice for daily multidisciplinary team rounding, including Case Managers, Social Workers, Patient Service Representatives and Nursing staff that decreased the average length-of-stay on the Trauma / Orthopaedic Acute Care Unit from 6.0 to 4.8 days, 2008-2009.
Member of a multidisciplinary team that created and implemented a Joint Reconstruction Clinical Practice Guideline that decreased length of stay from 4.3 days to 2.8.
Member of a multidisciplinary team that developed a Minimally Invasive Spine Surgery Clinical Practice Guideline.
Nursing representative on the Service Line Teams for Orthopaedics and Rehabilitation.
Nursing representative on multidisciplinary QAPI workgroups that successfully reduced Falls, Restraint usage, and redesigned the Medical Center’s multidisciplinary Plan of Care.
Facilitated the staff in developing improved communication across the continuum Patrick Olsen BSN RN MAS (Health Law)
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by implementing a written shift report with a bedside handoff.
Implemented process to improve the continuum of care by assigning Acute Care nurses to follow patients from pre-op clinic visit, teach pre-op classes, observe the OR and care for the same patient on the floor. Program Development
Developed and presented a proposal for implementing inpatient Orthopedic Technologists. Program approved with projected savings to the Medical Center of a half-million dollars annually by reducing contracted labor.
Facilitated a multidisciplinary team to develop and implement guidelines and training which successfully reduced ‘sitter’ usage from 19 to 3 FTEs and saved the Medical Center three quarters of a million dollars annually, 2002.
Chair of the QAPI team for the Failure Modes and Effects Analysis (FMEA) for the TJC National Patient Safety Goal, Free-Flow Protection, and implemented highly reliable safety measures and education.
Facilitated staff in developing the only annual orthopaedic conference (BONES) in the region, 2005-2009 with national awards / recognition http://nursing.ucsd.edu/BONES Full enrollments continue through 2019. Staff Development
Developed the role of the Quality Compliance Specialist to oversee the Health System’s compliance with state and federal requirements. Trained and mentored seven staff that ensure outstanding patient safety and measurable outcomes.
Mentored and trained three Assistant Nurse Managers who became Managers.
Developing eight unit based Advance Practice Nurses (CNIII).
Supported staff in development of over 45 educational boards on orthopaedics in 2005, 2006, 2007, 2008, and 2009.
Developed and implemented scope of practice guidelines for the Licensed Vocational Nurse that are still in use as of 2020.
Ensured each staff member had a continuing education plan. Several staff received promotions to LVN, RN, Charge Nurse, or Manager. Major Presentations
Podium presentation, Chair Massage Therapy on a Teaching Hospital’s Inpatient Nursing Unit Staff and its Effects on Stress, Patient Satisfaction and Safety. BONE Symposium, 2013.
Emergency Medical Treatment and Active Labor Act (EMTALA) 101: The Basics, Presented to the UC San Diego Health System, 2012.
Presented at the Association of California Nurse Leaders Innovations Conference in 2002 and submitted two poster board presentations.
BONE Symposium Master of Ceremonies in 2005, 2006, 2007, 2008, 2009.
Leadership Development Team presentations May 2006, October 2006, February 2007, June 2007, October 2007, February 2008, June 2008, October 2008.
Poster board contributor, National Association of Orthopaedic Nurses Annual Congress, 2008 & 2010, Academy of Med-Surg Nurses Annual Convention 2009, Association of California Nurse Leaders Annual Conference 2010. Committee Involvement
Patient Safety Committee, Quality Council, Pharmacy and Therapeutics Committee, Significant Events Committee, Nursing informatics, Environment of Care, Emergency Preparedness, Restraints, Falls, Pay and Rewards, Plan of Care, Nursing Care Model, Nurse Appreciation, Interpreters Workgroup, RFP review for the inpatient electronic documentation system, site visit and selection of an Electronic Medication Administration Record and Provision of Care. Patrick Olsen BSN RN MAS (Health Law)
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2009 – Present Legal Nurse Consulting
Medical record and standards of care review with a focus on surgery and orthopaedics for legal counsel and law firms.
February 1997 - Associate Nurse Manager 4 West and Intravenous Team, Columbia Hospital, June 1998 Milwaukee, WI
Co-managed a 46-bed General Medical-Surgical unit with over 65 employees that specialized in Diabetes and its complications, OBGYN surgical patients, and general surgery patients
Co-managed the Intravenous Team comprising of 20 nurses specializing in maintenance and insertion of IV lines, chemotherapy and blood product administration, outpatient and nuclear medicine procedures.
Responsibilities included: interviewing, hiring, performance appraisals, staff development, daily operations, budgeting, financial planning. May 1996 - Acting Nurse Manager Intermediate Care, Columbia Hospital, Milwaukee, WI October 1996
Management of a 21-bed Intermediate Care Unit with an emphasis in cardio- thoracic surgery, ventilator management, and general surgical patients with cardiac complications.
Responsibilities included interviewing, hiring, performance appraisals, staff development, and financial planning.
Prepared the unit and staff for TJC’s Accreditation visit, July 1996.
Maintained superior quality patient care using CQI/TQM process improvement. 1993 – 1996 Shift Coordinator Intermediate Care, Columbia Hospital, Milwaukee, WI
Fostered growth of RN’s in the Charge Nurse role.
Used critical thinking to solve staffing emergencies.
In collaboration with the Nurse Manager, devised cost-effective plans for solving acute staffing shortages, which included an overtime plan and nurses from a network hospital.
Time card processing.
Produced balanced staff schedules by implementing a self-schedule process resulting in improved staff satisfaction, autonomy, and teamwork.
Developed the first electronically produced staff schedules using computer coding to dynamically calculate coverage and needs, resulting in legibility, and minimized coverage calculation errors.
Developed the first electronically produced schedule developed a homegrown electronic scheduling tool to improve the process.
Performed interviews of prospective RNs and NAs for the Intermediate Care Unit. 1990 - 1996 Staff Nurse Intermediate Care, Columbia Hospital, Milwaukee, WI
Organized and facilitated several Care Conferences as the Primary Nurse of critically ill patients.
Preceptor of RNs, GNs, Externs, and Nursing Students.
Functioned in the Charge Nurse Role.
1988 - 1990 Nursing Assistant, Columbia Hospital, Milwaukee, WI Worked as a Nursing Assistant based in the IMU and CCU units while in nursing school.
1988 Nursing Assistant, Cedar Crest Retirement Home, Janesville, WI 1984 Admissions Department Volunteer, Mercy Hospital, Janesville, WI Patrick Olsen BSN RN MAS (Health Law)
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E D U C A T I O N
Master of Advanced Studies (MAS) Health Law, UC San Diego & California Western School of Law, March 2012.
Hospital Survey Preparation Clinic: The Advanced Course, Joint Commission Resources, 2002.
Bachelor of Science in Nursing, Carroll University, 1990.
Leadership Laboratory, 1999.
L I C E N S E S & C E R T I F I C A T E S
American Heart Basic Resuscitation Training. Expires February 2024.
California RN license number 549377 expires June 30, 2024.
Health Center Workforce Resiliency and Retention: Community of Practice Certification. May through August 2022
Life Wings® Training 2020.
Archery Coach Level-I Certification 2016 to present, expires April 19, 2023.
Certificate in Grant Writing, Grant Development Solutions & Chapman University, Irvine, CA, 2007.
Professional Certificate in Healthcare Executive Leadership (HELP I, II, & III) from UCSD Extension, San Diego, CA 2004.
S P E C I A L S K I L L S
Developed and maintain several websites for the Medical Center including Regulatory Affairs, Nursing Recruitment, BONE Symposium and an online auction for the Patrons of Nursing fundraiser. The online auction raised over five thousand dollars in 2004.
Possess advanced skills in computer literacy, PowerPoint, Excel, computer programming, and video creation manipulation and presentations.
Skilled in all fields of construction and woodworking using a home-based workshop.
P R O F E S S I O N A L A F F I L I A T I O N S
President of the Nation Association of Orthopaedic Nurses, Chapter 37, 2009- 2010. Member 2008-2015.
Girl Scouts of America volunteer and First Aid instructor 2013-2020.
American Heart Association Heart Walk 2002-2008, 2019.
Making Strides Against Breast Cancer Walk, 2011-2019.
Wisconsin Runner Racing Team, Sponsorship by Adidas 1994-1998. A W A R D S
Best Nursing Team of the Year (Regulatory Affairs) 2016, Honorable Mention.
UCSD Medical Center Leadership “Oscar for Best Cinematographer, 2010” for creative and inspiring filming and editing of Leadership Development videos.
San Diego Business Journal, Health Care Champion Award Finalist, 2008.
Advance for Nurses: 2008 Best Nursing Team of the Year for BONES Planning Team.
2008 Nominee for, The Marguerite Jackson Award for Professional Nursing Excellence.
UCSD Healthcare Diversity Award 2005.
Commendation from the Governor of California, Gray Davis, for Excellence in Nursing Leadership, 2002.
Presented with the Key to the City of La Mesa, CA, by Mayor Art Madrid, 2003.
Leader of the year UCSD Medical Center 2002.
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