Patient Service Systems Analyst

CHARLENE H. HARRIS

***-* ******** *** *****: 941-***-****

Chattanooga, TN 30750 **********@*****.***

Summary

Energetic, creative individual with prior healthcare administration and community outreach development experience in diverse market environments, and hospital size (35-1200 beds) or sites (single to multiple). Proven ability in operations/project management, personnel development, marketing/sales, and medical staff/customer relations in high stress situations dealing with multiple priorities. An innovative thinker and effective planner with excellent data analytics and communication skills.

Experience

2022 PARKRIDGE MEDICAL CENTER, Chattanooga, Tennessee

to A medical center comprised of a 275-bed acute care facility plus an off-site, free standing emergency room,

Present has been recognized for America’s 250 Best Hospitals Award among other awards. PMC features

comprehensive diagnostic and medical/surgical services, including cardiovascular surgery, cancer

treatment, intensive care, orthopedic and spine surgery, and rehabilitation.

Director, Laboratory Services

Responsible for the administrative oversight of the PMC and North FSE laboratories. Ensures compliance

with regulatory requirements, hospital policies and laboratory procedures. Responsible for daily oversight

of laboratory operations, including expenses and labor management. Reviews and updates policies and

procedures per regulatory requirements. Establishes and maintains positive physician, vendor and

interdepartmental relationships.

•Decreased cost per test 16.9%, decreased FTEs by 15.2%, and improved productivity by 27.3% with volume maintaining steady to prior fiscal year.

•Improved emergency room turnaround time by 11.6%.

•Successful CAP inspection with only 2 minor deficiencies.

•Developed volume capture resulting in the identification of significant incongruence between volume capture and financial system affecting productivity system and equipment procurement methodology.

•Established new roles for improved efficiency and quality/certification requirements.

•Developed/reengineered/implemented processes dealing with: reference lab submission and reporting, microbiology EMR reporting, CBC auto verification, manual differential guidelines, process improvement plan dealing with specimen receiving, microbiology testing, short/long term renovation

2018 NORTH ALABAMA MEDICAL CENTER, Florence, Alabama

To A regional referral center and part of the LifePoint system, the 273-bed healthcare system, certified as both 2021Chest Pain

2021 and Stroke Program Centers, provides Level II trauma, open-heart/orthopedic surgery, cardiac cath, acute ortho/cardiac rehab,

Neonatal Intensive Care, OB/GYN, oncology and general med/surge.

Director, Laboratory Services

Responsible for all Laboratory Services within NAMC and affiliate services to include strategic planning budgeting,

operational efficiencies improvement, menu development and/or equipment evaluation/installation, and personnel

engagement, plus Laboratory Outreach growth including courier efficiencies, billing accuracy, and service quality

improvements.

•Decreased cost per test 3.5% over two fiscal years with total volume increase of 11.1% with no increase in budgeted FTEs and a 10.1% improvement in productivity.

•Increase outreach volume by 24.8%, developed outreach volumes contribution/projection system, and added five draw sites-two patient service centers and three provider offices through improved marketing and customer relations.

•Developed volume capture, batch rejection reconciliation, and revenue integrity programs to ensure accurate charge capture and billing.

•Implemented inventory control and invoice approval processes to save supply costs and accurately reflect invoice costs/sub-account location.

•Coordinated the implementation of three, new instruments and the addition of eight new in-house tests while decreasing their costs per test.

2015 KINGMAN HEALTHCARE INC, Kingman, Arizona

To A Mayo Clinical Care member and the first Arizona rural teaching system, the 235-bed healthcare system

2018 provides Level I trauma, open-heart/orthopedic surgery, cardiac cath, acute ortho/cardiac rehab, OB/GYN,

oncology and general med/surge.

Director, Laboratory Services

Responsible for service line excellence through the development and implementation of strategic and

tactical growth plans. Oversee the development and ongoing operations of system services.

•Decreased cost per test 49.2% over three fiscal years with total volume increase of 10.6%.

•Increased employee engagement by 4.2% while decreasing HR costs by 29.2% and turnover by 23%.

•Designed and implemented instrument acquisition project to include RFP and selection criteria, logistic/renovation design/oversight, workflow analysis/redesign, laboratory information system upgrade, development of auto verification criteria including reference ranges, critical ranges, AMR, CRR, delta checks, absurd values, and dilution factors.

•Planned and implemented remote outreach program with net of $300,000 the first month of operation.

•Presented at Mayo Leveraging the Laboratory conference on payor contracting for lab outreach.

Charlene Harris

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2007 SARASOTA MEMORIAL HEALTH CARE SYSTEM, Sarasota, Florida

To An 819-bed regional medical center with a trauma center, NICU, a remote ER and a network of urgent care centers,

2015 ambulatory care service centers, long-term care and rehabilitation, with over 100-providers’ group

System Director, Laboratory Services

Responsible for administration and operations for Sarasota Memorial’s Core Laboratory, medical center’s

point of care testing, ER remote laboratory, 7 patient service centers, and 5 urgent care centers.

•Increased laboratory outreach volume by 158%.

•Increased employee engagement by 24% (Gallup) while decreasing FTEs by 5%.

•Designed and implemented laboratory serving a free-standing emergency room and regional outreach.

•Presented at ThinkLab, War College, Quality ConFab and Mayo national meetings on lab organizational redesign, workflow efficiencies, billing, and outreach development.

2006 LABFIRST, Birmingham, Alabama

To A hospital-based, regional lab outreach serving northwest Alabama

2007 Director, LabFirst Business Development

Responsible for all outreach, reference and satellite lab operations and business development. Regional reference laboratory serving four additional hospitals, 16 outpatient clinics, and other clients including physician offices, home health services, hospice, long term care facilities, rehabilitation services and various commercial clients within a 6-county, urban/rural market.

•Developed sales plan and directed/made sales calls, resulting in an increase in test volume from an average of 500 requisitions per day to 900 requisitions per day.

•Planned and directed the phased integration of outreach testing for four regional medical centers.

1999 REGIONAL LAB OUTREACH, Athens, Georgia

To A hospital-based, regional lab outreach serving northeast Georgia.

2006 Director, Regional Lab Outreach

Responsible for the overall administration and supervision of the laboratory outreach organization

•Developed marketing and sales plans including collaterals and monthly sales reports, resulting in a increase in test volume from an average of 7,800 tests per month to 65,000 tests per month and expansion of market area from two to 17 counties.

•Decreased cost per test from $7.57 to $1.69.

1998 MCLARENS TOPLIS NORTH AMERICA, INC, Atlanta, Georgia

to International insurance adjusters, surveyors and third party administrators

1999 Systems Analyst and Account/Data Base Manager

Designed information system requirements for the solution of business problems.

1996 NATIONAL CASH REGISTER (NCR), Peachtree City, Georgia

to International data warehousing, communications, consulting, and systemedia business conglomerate

1998 Methods and Procedures Specialist

Coordinated ISO certification moving towards Malcolm Baldridge and Oglethorpe award status.

1995 THE HAY GROUP: HAY HEALTHCARE CONSULTANTS, Atlanta, Georgia

to International human resources and business consulting group

1996 General Healthcare Consultant

Provided leadership and direct management of onsite projects dealing with healthcare service reengineering, role design and business strategy development including case management and finance.

1991 UNIVERSITY OF ALABAMA AT BIRMINGHAM HOSPITAL, Birmingham, Alabama

to A 975 bed, tertiary care, academic medical center

1995 Administrative Director

Provided leadership for 410 FTEs and coordinated a professional services area plus outreach program.

1987 UNIVERSITY OF IOWA HOSPITALS AND CLINICS, Iowa City, Iowa

to A 1200 bed, tertiary care, academic medical center

1991 Health Services Administrator

Leadership for 575 FTEs-clinical service, outreach program, practice plan, college of medicine department

Education

SOUTHWEST TEXAS STATE UNIVERSITY, San Marcos, Texas

Master of Science in Health Administration and Health Research

UNIVERSITY OF TEXAS AT ARLINGTON, Arlington, Texas

Bachelor of Science in Medical Technology

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