Operational Excellence
Resume:
MARLA DORSEY
*************@*****.***
Medical Professional: Strategic, emotionally intelligent, transformative professional, driven to improve medical quality, streamline processes, and elevate universal access to care, allowing all people the opportunity for their best health and wellness. I am a servant leader who provides solutions through building trusted relationships and utilizing clear communication, with keen listening. I thrive on managing complex projects and am driven by the excitement of successful results that advance everyone’s quality of life. PROFESSIONAL EXPERTISE
• Quality improvement
• Program/project management
• Continuum of care alignment
• Medical systems
• Data analytics and reporting
• Conflict resolution/negotiation
• Six Sigma, Plan-Do-Study-Act, Lean, etc
• Adult education and training
• Interpersonal and relationship-based change
• Microsoft, Google Suite, EMRs, PowerBI, Tableau, Visio
• CMS, CDC, HCAHPS, ACO, IPA, VBP, MIPS
• Communication and public speaking
PROFESSIONAL EXPERIENCE
PEREGRINE CONSULTING TEAM, LAGUNA BEACH, CA 08/2022 – Current Consultant, Patient and Employee Experience
• Hoag Family Cancer Institute and Women’s Health Institute consultant for change, affecting 12,000 patients/year
• Led executive leaders, surpassing system-wide goals through, end to end processes
• Implemented goal setting, root cause analysis, process improvement, strategic planning, and sustainability
• Analyzed and synthesized multiple data sets to derive narrative reports, as impetus for advancement
• Developed key deliverables as aligned w/ corporate scorecard: business cases, KPI, financial accountability
• Interpreted, synthesized qualitative and quantitative data, to derive a clear narrative across the system, to bolster accountability, empowerment, and transparency
• Led transformational change management programs throughout the continuum of care, large and small teams to increase HCAHPS performance, efficiencies, and outcomes
• Pioneered effective patient and employee experience initiatives utilizing best practices and cutting-edge industry trends
• Effectively implemented excellent project management through clear communication, relationship building; negotiation, problem solving, analytical skills
• Acted as patient and employee advocate, motivating team members to affect change and make realized/sustainable experience improvements
• Influenced C-Suite, Executive Administration, Executive Medical Chiefs, etc. to accept and utilize concepts of structured change management, to ensure constant improvement at a system-wide level to bridge the organizational hierarchy
• Aligned and leveraged initiatives that affect the experience ancillary departments: Enterprise Project Management Office, Performance Improvement, Quality/Safety, IT, Digital Interactive, Marketing/Communications, Nursing Education CHOC CHILDREN’S HOSPITAL ORANGE, CA 08/2014 – 08/2022 Quality Improvement Advisor, Population Health Management Division
• Effectively led and managed multiple complex projects including coordination, project plan development, schedule management, risk and issue management, communications, and change management
• Developed tools/strategies that enhanced care coordination between community resources, medical practices, and non- profits which directly benefited underserved patients
• Managed multiple project workstreams, large and small, incorporating numerous interdepartmental/community partners, medical systems, grantors, etc.
• Synthesized data from multiple data sources, provided verbal and written reporting, presentations, papers, grant reports to all stakeholders in support of project goals
• Simultaneously managed multiple assignments, using critical thinking, problem-solving, root-cause analysis, decision- making, prioritized workload, and independently producing accurate, detailed work product P a g e 2
• Tracked multiple project progress: management costs, improved patient/provider satisfaction, developed project charters, tracked objectives, metrics, action plans, by utilizing best practice tools
• Managed collaborative relationships between C-suite, nursing, clinicians, researchers, grantors, community resources, etc.
• Managed portfolio of 60 specialty, pediatric, family-practice medical practices, assuring access to care for all patients, success in quality, clinical, and economic outcomes by creating unique project plans
• Collected, analyzed, reported, presented data metrics and narratives at national, state, and local government agencies
• Identified care gaps, barriers, waste, vulnerabilities, resulting in deriving and transforming processes, training, standardizing work
• Built a culture of quality by training, educating, and developing clinical champions
• Provided feedback to all levels of program participants, assuring accountability to agreed-upon key action items as related to the success of project
• Analyzed and reported Healthcare Effectiveness Data and Information Set (HEDIS), while auditing accurate billing/coding Patient and Family-Centered Care Coordinator
Reported to the Customer Service Department, responsible for the complete function of the Patient and Family Centered Care
(PFCC) Department throughout all departments of CHOC Children's.
• Provided education, leadership, direction, and support for the development/implementation of PFCC programs and processes to specialty and primary care inpatient, outpatient, ancillary departments at CHOC Orange, Mission, and satellite offices
• Implemented programs/support to Medical/Surgical/Neuro floors of the hospital to improve NRC Patient Experience scores
• Rounded with administration on all floors of the hospital to identify care gaps and quality of experience
• Provided coaching, advisement, team development, and change management programs across the organization to reinforce PFCC in the vision of CHOC 2002 Strategic Plan
• Implemented and taught PFCC training program for all 2nd year CHOC Physician Residents
• Implemented and taught PFCC training modules for all CHOC Nursing Residents
• Partnered with C-Suite management to identify patient satisfaction; create programs to close care gaps
• Conducted mandatory education to all CHOC Associates - Living the Value of Service
• Designed, developed, implemented, and monitored all levels of PFCC
• Mentored CHOC MI3 interns, led them in hospital-wide projects
• Project management: including process improvement, interventions, team effectiveness initiatives, leadership development and change management programs
• Collaborated with all levels of leadership to meet the needs of professionals in a high-paced environment
• Developed and implemented education and training, as identified through patient and family interventions
• Chaired Joint Advisory Council, Family Advisory Council, Inter-Professional Council
• Liaison between all levels of medical professionals and patients/families
• Wrote and was awarded grants, in support of the efforts of providing PFCC to all families at CHOC Academic Affiliations, Clinical Education and Academic Advancement Cultivate collaborative, positive, and trusted relationships with Nursing Leadership, 82 universities, and Southern California hospitals
• Initiated and managed legal contracts between CHOC Children’s and universities across the nation
• Managed preceptorships of over 80 students per year
• Managed clinical rotations of over 90 schools through varying hospital departments
• Chaired CHOC Children’s Nursing Practice Council
• Coordinated nominations, evaluations, and awarding of International Nursing Daisy Award
• Represented CHOC as an Executive Board Member of the Orange County Consortium Operations Manager – Pediatric Adolescent Diabetes Research &Education Responsible for patient/family education, grants, budgets, and communication. Managed health initiatives for Endocrine Diabetes Clinics and Hospital
• Wrote and awarded grants, as well as negotiated gifting of over a million dollars in private donations P a g e 3
• Organized educational forums, training events, and connectivity between the patient/families across multiple counties
• Provided weekly one-on-one education and group education
• Derived, implemented, and executed Southern California School Nurse Training Program, trained more than 300 So Cal school nurses in the care of children chronically ill children affecting over 800 students
• Managed day-to-day operations of foundation, including education, training, guidance to over 1600 families
• Managed event and education budgets through multiple software programs COLLEGE NANNIES AND TUTORS MANAGER, FULLERTON CA 2011-2014 Manage nannies and families of special needs kids, for care as outlined by Orange County Regional Center
• Strengthened special-needs kids’ experience in comprehensive care via Regional Center respite hours
• Reconciled care concerns/complaints of parents and staff
• Managed bi-weekly payroll
• Increased retention, providing continuum of care by over 50% in 12 months
• Managed communication with upwards of 150 families/year
• Created new education, training, and care models for caregivers/families PROFESSIONAL AT-HOME MOTHER 1998-2011
Nurtured and raised four amazing children
STATE FARM INSURANCE – SENIOR CLAIMS SPECIALIST 1993-1998 Analysis, policy translation, and negation for national disaster team, with $500,000 settlement authority ACCOMPLISHMENTS
• Certificated by Institute of Healthcare Improvement in Population Health, Quality, Safety, Leadership, and Equity, 2024
• National Presenter, Harvard, Brigham and Women's Hospital National DULCE Conference, 2021, 2022
• Multi-Ethnic Collaborative Community Agency Advisory Council Member, 2022
• National Presenter, International Patient and Family Centered Care Conference, 2020
• National Presenter, Centers for Medicare & Medicaid Innovations (CMMI), Quality Exposition, 2019
• National Presenter, Centers for Medicare & Medicaid Services (CMS), Quality Conference, 2019
• Authored CHOC Children's PFE Performance Story, awarded by CMS, 2019
• Awarded Excellence in Person and Family Engagement by CMS, 2019
• Awarded Excellence in Person and Family Engagement by CMS, 2018
• Published in Institute of Patient and Family Centered Care (IPFCC) Pinwheel, 2018
• Expert PFE Speaker – TCPI Southern California Learning Collaborative, 2019
• Ethics Council Member at CHOC Children's, 2016-2022
• Expert PFE Panelist – California Pediatric Obesity Conference, 2019
• Expert PFE Panelist – Patient-Centered Primary Care Collaborative, 2018
• Chair, Orange and San Diego County Joint Advisory Council, 2017- 2020
• National Presenter, Children’s Hospital Association, PFE - Improving Pediatric Sepsis Outcomes, 2017
• Expert PFE Presenter – TCPI Learning Collaborative, 2017
• Scholarship recipient from Medical Innovations at CHOC Children’s, 2017 EDUCATION
National University, La Jolla, CA
Master of Science, Business Management – Organizational Leadership Patient Experience Institute, Nashville, TN
Certified Patient Experience Professional
California State University, Fullerton, CA
Bachelor of Science, Kinesiology
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