Professional Experience

Oscar Management Corporation (Oscar Health)
East Coast Concierge Operations Manager                     
2020-present

• Oversee concierge member service operations, performance management, labor productivity, and complex member access to care/care coordination strategies for 11 markets for a direct-to-consumer health insurer.

• Service Operations, Member Experience, Strategic Planning, Data Analysis, Workforce Management, Staffing, Hiring, Performance Management, Onboarding, Professional Development, Teambuilding, Leadership Development, Training, Coaching, Mentoring, Key Performance Indicators (KPI), Employee Satisfaction

Dignity Health
Director of Performance Excellence (Operations) & PMO                   
2018-2019

• Operational executive leadership and recommendations for a 404-bed hospital, created a shared vision on problem-solving, change management, process improvement, and business development to create financial stability.

• Hospital Operations, Program Management, Project Leadership, Budgeting, Capital Planning, Strategic Planning, Hospital Construction, Facilities Management, IT Implementation, Physician Relations, Ambulatory, Imaging, Health Information Management (HIM), Business Development, Joint Venture, Utilization Management, Market Analysis, Contracts, Business Plans, Workforce Planning, Staffing Models, Labor Relations, High-Reliability Organization, Patient Safety, Patient Satisfaction, Patient-Centered Care

Projects included:

• Awarded a $10M multi-year contract to continue operations of the medical clinic at San Francisco International Airport

• Collaborated with UCSF physician and strategy leaders to lay the groundwork for a joint venture by relocating and operationalizing specialty inpatient, fellowship training, and hospitalist program(s) at SMMC,

• Introduced hospital-wide demand-based staffing, labor cost controls, and staffing model development; recommended reorganization to ensure appropriately skilled and staffed units, while meeting 101% productivity measures

• Led service-line model implementation supporting growth across oncology, orthopedic, heart/vascular, primary care, procedural, and spinal patients to improve workflow efficiency/reliability and increase revenue integrity

• Partnered with CMO/CNO to establish a comprehensive ambulatory center of care by reconfiguring workflow and patient flow of pre/post-surgical care units, while ensuring a positive patient experience

• Provided direction and operational oversite on strategies to improve labor costs and productivity, HCAHPS/patient experience, quality, supply par standards, length of stay goals, growth opportunities, and physician clinics

• Led the market assessment and strategic planning to position a joint venture for an $8M ambulatory imaging center

• Led facility and IT project planning and execution for a portfolio of improvements, including the construction of a new chapel, upgrade of a CT/MRI suite, upgrade of a Hybrid OR Cath Lab, reconfiguration of the office suite and inpatient wing

• Operations

• Strategic Planning

• Change Management

• Business Growth

• Capital Planning

• Multi-Disciplinary Teams

• IT and Business Relations

• Labor Relations

• Physician Relations

• Service Line Planning

• Consumer/ Patient Experience

• Project Management

• Construction Planning

Susan G. Komen Arizona
Executive Director                 
2017-2018

• Managed statewide operations, strategic planning, clinical programming, fund development, financial performance, community outreach, and multiple offices and staffing for a national nonprofit brand.

• Executive Leadership, Nonprofit Leadership, Operations, Financial Performance, Fund Development, Fundraising, Budgeting, Property Management, Board Relations, Stakeholder Relations, Legal Dissolution, Exit Strategy, Crisis Management, Community Reinvestment, Health Programs, Public Policy, Community Outreach, Public Relations, Spokesperson, Media

• Operations (including market exit strategy)

• Financial Management

• Fund Development

• Business Growth

• Strategic Planning

• Mission Development

• Crisis Communications

• Brand Management

• Market Strategy

• Exit Strategy

• Nonprofit

Dignity Health
Strategy & Operations, Enterprise IT
Marketing & Communications, ACO/ CI Network           
2014-2016

• Strategy and operations leader for Enterprise IT driving executive budget and planning process for $20M EMR implementation and technology prioritization to meet clinical and patient care objectives across 8 service areas

• IT Operations, Strategic Planning, Capital Planning, Budgeting, Program Management, Project Leadership, Electronic Medical Records (EMR), Implementation, Go-Live, Digital Strategy, Business Transformation, Technology, Digital Applications, Consumer Technology, Provider Technology, Physician Networks, Accountable Care Organization (ACO), Clinically-Integrated Network (CI, CIN), Population Health, Disease Management, Care Delivery, Patient Experience, Journey-Mapping, Physician Integration, Board Relations, Dyad Leadership

• Digital Strategy

• IT Business Development

• Business Strategy

• IT and Business Relations

• Budget Strategy

• User Experience

• Consumer Experience

• Physician Relations

• Innovative Planning

• Marketing & Communication Strategy

• Creative Services & Design

• Marketing Analytics

• Digital Strategy

• Business Development

• Physician Relations; Provider Engagement

• Population Health

• Patient Journey

Crisis Response Network, Inc.
Director of Business Relations
2012-2013

• Regional business development leadership for the largest publicly funded crisis service continuum of care

• Strategic Communication Planning

• Community & Business Partnerships

• Business Development

• Executive Presentations

• Public Affairs; Media Relations

• Sponsorship

• Financial Planning; Budgeting

• Performance Management

NARBHA (a subsidiary of Health Choice Integrated Care)
Director of Communications, Public Information Officer (PIO)
2007-2012

• Recognized for creation of regional Marcomm strategies, policies, and procedures aligned with the M/V/V and goals for a complex, publicly funded, integrated behavioral health system serving northern Arizona (13 locations, >120 providers)

• Led critical incident team, responsible for responding to community crises and natural disasters under state medical direction, provided support to law enforcement, first responders, and medical staff mobilized for community support

• Spokesperson

• Strategic Communication Planning

• Corporate Communications (Provider and Member)

• Public Relations; Community Representative

• Community Outreach; Special Events

• Creative Services & Design

• Brand Management

• Web & Social Media Content Development

• Multicultural Marketing

• Project Management

• Policy Development

• Budgeting

• Performance Management

• Emergency Preparedness

• Rural Healthcare

Northern Arizona Healthcare/ Guardian Medical Transport
Communications Lead
2001-2007

• Project leader for EMR strategy and implementation for hospital-based ambulance division (Level 1 Trauma), managed budget, selection, technical direction, training and governance, third-party billing integration, and quality reviews

  Participated in statewide EMS initiatives and represented ambulance division in hospital leadership and community forums

• Communications

• Project Management

• Provider Relations

• Emergency Dispatch Systems

• Electronic Medical Record (Cerner, Zolldata)

• EMR Implementation

• Patient Documentation

• Statistical Review; Quality Improvement

• Representative; Business Development Division

• Patient Experience; Patient Satisfaction

• Employee Recruitment & Retention

• Rural Healthcare
  

Additional professional experience

• University of Phoenix Faculty (7 years)

• 25 years of professional sports experience; director and head coach; special events; administration

• 20 years of volunteer media and community relations; special events; promotions

• 20 years as an emergency medical technician (EMT) and paramedic

• 8 years of experience in sales, retail and restaurant management

• 5 years of media experience; radio (major and small market); news bureau writer/editor

• 2 years of military experience; US Army Medic; Honorable Discharge