Customer Service Manager

Sarah “Sally” Ceselski, MS, CPHQ, CSSBB

**** ****** ******* ****, ********, Ohio 43015

614-***-**** C *********@*******.**.*** 614-***-**** W

SUMMARY OF QUALIFICATIONS

• Extensive experience in healthcare, including administration, operations, clinical quality and patient safety improvement, performance improvement, research & teaching

• Certified Professional of Healthcare Quality (CPHQ); ASQ certified Six Sigma Black Belt; Total Quality Advantage facilitator; Service Plus facilitator; Root Cause Analysis Event facilitator; in-house trainer and consultant for Lean/DMAIC

• Malcolm Baldrige Board of Examiners, alumni examiner for healthcare (five site visits); Baldrige consultant for Schneck Medical Center (2011 Baldrige recipient)

• Member of teaching faculty for MHA Program at the University of Cincinnati (Healthcare Quality/Baldrige online course); Guest speaker for Ohio State University’s undergraduate and graduate courses (topics have included continual survey readiness, quality, and Lean/DMAIC)

PROFESSIONAL EMPLOYMENT

OHIO STATE UNIVERSITY WEXNER MEDICAL CENTER, ARTHUR G. JAMES CANCER HOSPITAL AND RESEARCH INSTITUTE, Columbus, OH

Six hospital, tertiary, teaching, Trauma 1 health system.

Senior Quality Manager, Quality and Patient Safety, 6/2007 to present

• Facilitate highly successful process improvement teams

• Reduction of hospital acquired conditions and unintended hard/ infection prevention (e.g. reduction of CAUTIs and pressure ulcers; hand hygiene improvement)

• Just in time root cause analysis with key stakeholders of adverse events (e.g. OR)

• Reduction of medical errors (e.g. orders process and toxicity form enhancement for chemotherapy)

• Enhancement of patient experience and building efficiency/throughput (e.g. improve capacity of ambulatory unit; increase efficiency and effectiveness of scheduling process)

• Accreditation readiness activities and teams (experience as JC chapter chair for infection control, process improvement, and patient rights; participant on POC chapter)

• Planning and facilitation for the Quality and Patient Safety Committee

• Chair Policy Committee

• Governance Board preparation

• Teach Lean/DMAIC one day course to hospital leaders

• Share best practices related to organizational excellence using Baldrige criteria

Presentations:

- Facilitated QIHC workshop May 21, 2012 titled “How to Develop an Action Plan in an Hour”

- OAHQ regional meeting poster presentation May 4, 2012 titled “Personalizing Lean and DMAIC”

Manager, Customer Service, 1/2003 – 6/2007

• Escalated complaint management resolution (navigated through complex family and quality of care issues with sensitivity)

• Chapter Lead for Joint Commission Patient Rights– University Hospital & OSU East

• Chair, system-wide Patient Rights Advisory Committee (led team for advance directive process improvement)

• Chair, Complaint Management Process Re-design Team

• Chair, Administrator Advisory Committee – College of Medicine

• Co-Chair, Behavior Standards Implementation Team – University Hospital

• Customer Service Strategy committees – UH Core team, UH Service Council, & System-Wide Service Council

• Process improvement, operations and personnel management for access service delivery including front line management of staff at information desks – 35 direct reports

• Develop and teach customer service and process improvement workshops

• Health system level Joint Commission survey continual readiness strategy development in 2006/2007

• Note that during this time period, 1.5 years was under a title of Program Director of Accreditation to assist with alignment and integration of hospital business units - developed an accreditation scorecard, system-wide educational processes, and sharing of best practices forums

Presentations and Awards:

- OSU Medical Center “Making A Difference” award for success of University Hospital Behavior Standards Implementation Team (2005)

- Ohio Association of Healthcare Quality Poster at 2006 Annual Meeting

“The Roadmap to Continual Survey Readiness” 3rd Place Award

GRANT/RIVERSIDE METHODIST HOSPITALS, Columbus, Ohio

Seven hospital regional health system.

Department Manager, Cancer Research and Tumor Registry, 6/1999-1/2003

• Expansion of market share by building relationships with OhioHealth affiliates and providing exceptional research and registry customer service

• Increase revenue by developing a pharmaceutical sponsored clinical trials component to the department

• Led multi-department process improvement team to improve cancer staging by physicians; process improvement team to enhance revenue generated from Infusion Centers at Grant and Riverside

• Develop relationship with Ohio Cancer Information Surveillance System and the Ohio Department of Health to increase awareness of needs of community cancer programs – Reporting Source Committee chair in 2002

• Planning to establish the vision and guiding principles for cancer research and the tumor registry

• Hiring, supporting and evaluating staff to maximize efficiency, effectiveness and quality of the department

• Preparing, administering and monitoring of the departmental and research ledger budgets

• Overseeing and initiating day-to-day operations of the clinical research and registry programs (17 FTEs including RNs and non exempt staff)

• Ensuring that regulatory compliance and American College of Surgeons accreditation is maintained, including development of annual report

• Customer Service Culture Council

• Value-Stream mapping team for Sterile Processing area (Johnson & Johnson Six Sigma principles)

• Liaison with other hospital departments, community agencies, organizations, the Grant/Riverside Foundation, and Corporate Development

Publications/Presentations/Awards:

• Primary author on article entitled “Preparation for American College of Surgeons Accreditation by Community Hospitals” published in the Journal of Registry Management, Spring 2002.

• Two abstracts were presented in 2001 at the National Cancer Registry Meeting (one regarding increasing productivity and one regarding increasing employee satisfaction)

• Presentations to OhioHealth oncology staff on the importance of clinical trials for cancer patients

• OhioHealth Prism Award for Integrity (2001) awarded to the Cancer Research team for expansion efforts and for exceeding expectations in all four quadrants of the accountability scorecard (quality, customer service, finance, and employee satisfaction)

• Galaxy Star Award (2002) to registry PI team for sustained process improvement with physician staging of cancer cases

THE OHIO STATE UNIVERSITY, Columbus, Ohio

Administrative Manager, Comprehensive Cancer Center (CCC), 10/1997-4/1999

• Provide support to senior leadership in the development and implementation of the short and long-range strategic plan to meet the new NCI guidelines for the CCC

• Liaison between senior leadership and the 200 CCC faculty members from 11 different colleges

• Build and facilitate collaborations between the researchers and the different research programs

• Administrator for the CCC e-mail two-way distribution list, a weekly communication tool for the 200 faculty in the CCC

• Supervise CCC support staff, including performance evaluations and performance training

• Coordinate efforts with a database consultant to re-design the CCC database

ARTHUR G. JAMES CANCER HOSPITAL AND RESEARCH INSTITUTE, Columbus, Ohio

Supervisor, Bone Marrow Transplant, 10/1993-9/1997

• Patient care during autologous bone marrow transplants

• Brought research lab into compliance with clinical accreditation requirements – Joint Commission, CAP, AABB

• Operations and personnel management for laboratory

• Staff competency assessment and performance evaluations

• Performance counseling and progressive disciplinary action

• Liaison with hospital administrators and clinicians

• High complexity testing -General Laboratory Supervisor under CLIA ’88 guidelines

• Administrative manager for Gamma Irradiator; oversight of 30 people

• CPT coding issues for new procedures, cost analysis for new procedures, reimbursement issues, strategic planning

• Accreditation, quality assurance and quality improvement program

THE OHIO STATE UNIVERSITY/ ARTHUR G. JAMES CANCER HOSPITAL AND RESEARCH INSTITUTE, Columbus, Ohio

Research Associate, 1/1987-10/1993

• Bench research and product development

• Outcomes that include 10 publications and a patent

EDUCATION

MS, Microbiology/Immunology, 1984, The Ohio State University, Columbus, OH

BA, Biology, 1981, Earlham College, Richmond, IN

Additional Courses and Certifications completed since 1984:

Economics I and II, 200 & 400N

Accounting I and II, 211 & 212N

Business Management – Value Stream Mapping, 739N

Certified Facilitator of Quality, Organizational Dynamics, Inc - 2002

Certified Facilitator of Customer Service, Development Dimensions, International - 2003

CPHQ, Certified Professional of Healthcare Quality, Healthcare Quality Certification Board – 2006

Six Sigma Black Belt, ASQ certified 2012

BOARD PARTICIPATION, MEMBERSHIPS & VOLUNTEERISM

• Grant Medical Center Institutional Review Board, 2000 – 2003

• Columbus Community Clinical Oncology Program Institutional Review Board, 2000 – 2002

• Columbus Community Clinical Oncology Program, Executive Committee, 2000 – 2001

• Delaware and Morrow County Mental Health and Alcohol and Drug Board – county commissioner appointee for 5 yrs, Board president in 1999; ODADIS representative starting in 2005 - 2009

• Science Fair Judge – Delaware County, various years from 1990 – 2000

• Operation Feed, Building Coordinator, 2005

• Ohio Partnership for Excellence, 2003- present; Team Lead, 2004 – present; Council, 2004; Advisory Board, 2005 - present; Judge, 2009-2011

• Malcolm Baldrige, National Board of Examiners (2006 - present)

• American Society for Quality (2006 - present)

• Ohio Association for Healthcare Quality (2006 - present)

• National Association for Healthcare Quality (2006- present)

• Pelotonia Annual Bike Ride for Cancer Patients (2009 – present)

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