Project Management Customer Service
Resume:
SCOTT CHARLES NYQUIST
St. Paul, MN 55105
***********@*****.***
LinkedIn: www.linkedin.com/in/scott-nyquist-21a124a
Customer and Results Oriented Management Professional
Dynamic leader with a long history of developing strong partnerships and lasting relationships.
Effective communicator, with an understanding of change
management process documentation and improvement, problem solving skills, strategic
planning, project management skills, and leading the decision-making process.
Core Competencies
Client Relationship Management, Cross Functional Teamwork, Strategic Planning,
Communication, Relationship Building, Integrated Workflow Design and Analysis, Training,
and Call Center
Experience Summary
MHealth Fairview Volunteer Services – Current
Oversee Volunteer Services at Lakes Medical Center, Community Health and Wellness HUB,
Assisted in Recruiting at East Bank Medical Center
Over see Volunteer Services at West Bank
Increasing Volunteer Hours at each site,
Increasing community outreach with Forest Lakes Schools
Working to build community within the Volunteer workforce for lasting engagement
Lund’s & Byerly’s
Oversight of customer service staff of 18.
Daily operations of retail grocery store, customer service, training, orders, money management, special projects
Gravie
Implementation Manager
InnovoAdvisors
Fairview Health Systems
Project Management for Qventus 1/19-3/19
Project Management for Avantas 4/19-12/19
Facilitation of cross functional workgroups as part of implementation plan
Issue Tracking and resolution during go live
Weekly communication with Stakeholders
Spoken Impact
Coordination of Corporate Training program, logistics, registration, scheduling, assembly of training materials
End user testing of web application, filming presentations, Uploading of presentations to site
Training liaison with corporate stakeholders, creation of registration profile of attendees,
Allina Health
Developed an Expansion Toolkit, Penny George Institute (PGIHH), including software build requirements, technical and space needs, position descriptions, as part of a future state vision and strategic planning goals to expand clinics in 2011.
Served as Information Systems / EPIC resource in the expansion of Unity Hospital Cancer Center, Serving at Subject Matter Expert for the Virginia Piper Cancer Institute, Sister Kenny Institute and the Penny George Institute for Health and Healing.
As a result of Gap Analysis, established Revenue Cycle process for PGIHH that cut billing work queue to 3rd party payers to day 3 resulting is cost savings to hire a dedicated billing specialist.
Developed and implemented a centralized scheduling process with the Allina Call Center for Penny George Institute appointment schedule for Abbott Northwestern Hospital and Unity Cancer Center patients to ensure acupuncture appointment availability within 24 hours for Cancer patients
Served as lead in patient satisfaction survey for PGIHH clinics utilizing Allina standardized metrics for Inpatient and Outpatient surveys, working to optimize dashboard for managers in PGIHH.
Contributor at National PGIHH conference August 2010 presenting the “Operational Challenges of Opening an Integrated Medicine Clinic in Minnesota”.
Co-chair of Revenue Recovery pilot at Unity hospital, utilizing PDSA methodology for revenue recovery within hospital departments. Pilot program, Anesthesia, uncovered missing chargeable revenue resulting in the Surgical Services department hiring a billing specialist.
Directed a supply charging project within Mercy and Unity Hospitals to ensure the all supplies were charged for; example, Radiology recovery in excess of $1 million in supplies.
Documentation of integrated hospital workflow, encompassing the door to door patient experience
Facilitation of stake holder meetings and presentations
Documented outcomes for implementation work groups and team meetings.
Consulted with hospital departments and documented integrated workflow processes.
Conducted patient care specific focus groups to ensure efficient patient flow between inpatient units and Hospital Service Departments within Mercy and Unity Hospitals.
Provided at the elbow support to physicians and clinical staff of EMR use in their practice. SME EPIC EHR
Created user testing scenarios and demonstrations for hospital staff in Proof of Concept environment.
Developed interdepartmental patient flow process within the Emergency Department and Radiology ensuring timely care for critical patients.
Creating user testing and role play scenarios, guiding staff in training as they prepared for their implementation of the Electronic Medical Record,
Lead Cadence Hospital representative at New Ulm Hospital. Built, in Proof of Concept environment, and implemented the Cadence Hospital application at New Ulm Hospital
Implemented Electronic Medical Record / EPIC within 14 departments at Abbott Northwestern Hospital
EPIC Applications: ADT, Cadence, Hospital Billing, ClinDoc/Orders, Optime, ASAP
Associations: EPIC Minnesota User Group 2007 – 2010
SIG (Special Interest Group) Chair 2008 - 2010
Additional Training:
Process Improvement styles:
Adaptive Design
PDSA
LEAN
Blue Cross Blue Shield
Provided technical support to clinicians and physicians
Behavioral Health case review consultation and member contract interpretation
Claim adjustments liaison on Behavioral Health Crisis Line
Problem resolution, special projects coordination resource in Behavioral Health Division
Provided technical supervision to a Behavioral Health Call Center staff of 30
Assessed patients/clients for mental health care in a Call Center Setting
Assisted in referrals for Behavioral Healthcare appointments in a Call Center setting
Employment:
7/2015 – Present Lund’s & Byerly’s
Online Operations Manager
Front End / Customer Service Manager
9/2021 – 12/2021 Gravie
Implementation Manager
1/2019 – 7/2020 Fairview Health Systems / InnovoAdvisors
Project Manager – Qventus / Avantas
12/2015 – 12/2016 Spoken Impact
Program Manager
9/2004 to 6/2013 Allina Health
Penny George Institute–Business Systems & Operations Manager
Mercy and Unity Hospitals–Senior Business Analyst
Allina Hospitals and Clinics–EPIC Implementation Project Specialist
9/2000 to 9/2004 Blue Cross Blue Shield
Behavioral Health / Crisis Line -Technical Specialist
5/1997 to 8/2000 Family Attachment Center –
Mental Health Intern Therapist
9/1995 to 5/1999 Alfred Adler Institute / Hennepin County Foster Care
Graduate Student and foster parent
9/1993 to 9/1995 IBM, Dayton’s, Northwest Airlines
Sales and Service positions
7/1992 to 9/1993 American Cancer Societies
District Representative
Education:
Alfred Adler Institute, Hopkins MA / Clinical Psychology
University of Minnesota, Duluth BS / Psychology
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