CAROL YOUNG-WALKER

***** ***** **** ****** •Las Vegas, NV 89141 •702-***-**** •j4uixl@r.postjobfree.com

CAREER SUMMARY

Highly motivated and resourceful administrative and operations leader with solid professional background and a MBA graduate. Demonstrate expertise in the direction of hospital operations, patient satisfaction, budgeting, and strong organizational skills. Utilize expertise as a strategic thinker and decision-maker that engage in root cause analysis to evaluate the impact of decisions on all aspects of business. An effective change agent with experience engaging employees at all levels of the organization. Successfully led multiple teams to meet organizations mission, vision, and values using team based decision-making. Possess strong verbal, written and interpersonal communication skills.

PROFESSIONAL EXPERIENCE

ST. JOSEPH MERCY HEALTH CENTER 3/05 – 10/06

Hot Springs, AR

DIRECTOR, PATIENT RELATIONS & SERVICE EXCELLENCE

Customer Service Department

• Reengineered patient satisfaction methodologies resulting in high-quality performance that exceeded operational goals at the local and corporate level.

• Provided strategic oversight for patient satisfaction leadership training to Nursing Executive Directors, Managers, and Physicians regarding service line goal setting, tracking, trending and analyzing data to determine root causes of problems and operational objectives.

• Chaired Patient Satisfaction Senior Leadership Council to ensure compliance to Sisters of Mercy performance metrics, Centers for Medicare and Medicaid Services and The Joint Commission service standards.

• Actively participated on local and national patient satisfaction committees sharing best practices and new initiatives.

•Designed and implemented Patient Satisfaction website and intranet.

• Responsible for editorial content and design of three patient satisfaction publications and coordination of marketing strategies.

• Supervised nurses in customer service call back program for 3 facilities which conducted 30,000 calls and provided an annual profit of $100,000.

• Planned, monitored, and met annual budget for Customer Service Department.

• Supervised Patient Advocates with a focus on patient relationships and perceptions.

• Accountable for 9 Service Team Leaders and 124 employees with emphasis on developing mechanisms to communicate patient satisfaction goals and reward and recognition

• Coordinated Annual Service Team Recruitment with an emphasis on the organization service theme, mission, and core values.

UNIVERSITY OF CHICAGO HOSPITALS 10/92- 7/03

Chicago, IL

OPERATIONS MANAGER 10/01-7/03

Pharmaceutical Services Department

• Streamlined multidisciplinary issues as they related to pharmacy and developed positive relationships with nursing and medical staff to achieve positive patient care for 453 bed facility.

CAROL YOUNG-WALKER Page Two

OPERATIONS MANAGER

• Developed strategic plans to consolidate 2 pharmacies and implemented a workflow redesign which resulted in cost efficiencies

• Supervised and assigned work for 20 Clinical and Staff Pharmacist, 40 Pharmacy Technicians, and 5 Lead Technicians.

• Coordinated daily staffing needs and operational issues for 3 work shifts.

• Developed 8 week scheduling assignments for 65 FTEs.

• Performed coaching and mentoring regarding job performance including written disciplinary action.

• Composed 65 yearly performance evaluations that occurred twice a year.

• Recruited, hired, and coordinated training for pharmacists and technicians.

• Provided direction to the senior management team regarding system problems with recommendations for resolutions.

HOSPITAL ADMINISTRATOR 11/98-10/01

Patient Services

• Provided specialized administrative leadership when managing 500 FTE’s

• Utilized broad based strategic analysis for solving varying patient care issues

• Served as primary leader for hospital-wide operational and personnel issues

• Resolved complex organizational problems that led to the fluid efficiency of departmental operations including the surgery room, nursing, ancillary, emergency and support departments

• Coordinated patient bed assignments (560 licensed beds) with admission staff

• Instituted methodologies to prevent the hospital from going on emergency ambulance diversion

• Worked with Admission Services staff and funeral homes to ensure timely completion of Medical

Certificate of Death and morgue removal

• Worked with Physical Plant Department regarding hospital facility issues i.e. electrical failures, etc.

• Consulted with Human Resources regarding union contract, corrective action and other personnel issues

• Interacted with Security Department to ensure safe working conditions for employees, patients, and visitors

• Advised, directed and implemented emergency strategies during internal and external disasters

• Worked with Radiology Department to decrease turn around time for x-ray processing

• Consulted with the Department of Children & Family Services regarding children protective custody issues

• Collaborated with media regarding patient care and organizational issues

• Work with Medical Legal Department on confidential issues impacting patient care

EDUCATION

Robert Morris College, Chicago, IL 2/99

BACHELOR, HEALTHCARE ADMINISTRATION

University of Phoenix, Phoenix, AZ 10/10

MASTER BUSINESS ADMINISTRATION

PROFESSIONAL AFFILIATIONS

Clinton Library (Volunteer)

Woman of Wisdom Ministries, Administrative Director

REFERENCES

Available upon request

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