Business Liaison Sleep Disorder Centers Resume Example

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Jessica Claire
  • , , 100 Montgomery St. 10th Floor
  • H: (555) 432-1000
  • C:
  • Date of Birth:
  • India:
  • :
  • single:
Professional Summary

Energetic Mentor excited to manage both team and individualized instruction in the Healthcare operations and patient care to promote learning and personal development. Offering over 10 years' experience in Healthcare services with hands-on patient care experience and operational excellence. I've grown businesses, developed new service lines that generate over $500,000 in annual revenue and improved staff engagement by utilizing high emotional intelligence and passion for helping others succeed. When other succeed, the team succeeds. Passionate and excited about helping a diverse and highly skilled team grow because that increases patient satisfaction and safety which results in increased referrals and revenue.

  • Staff mentoring, development and growth
  • High emotional intelligence
  • Training & Development
  • Interpersonal Communication
  • Leadership
  • Leadership Development
  • Staff Management
  • Skill Building
  • Teamwork
  • Mediation
  • Program Development and Management
  • Planning and execution of major projects
  • Strategic planning
  • Strategy realignment
  • Cost reduction
  • Positive Working Relationships
  • Superior Organization Skills
  • Written And Verbal Communication
  • Ability To Manage
  • Quality Improvement
  • Service Delivery
  • Continuous Improvements
  • Design And Development
  • Excel
Work History
Business Liaison-Sleep Disorder Centers, 03/2021 to Current
Campbells Pineville, NC,
  • Devised processes to boost long-term business success and increase profit levels.
  • Set, enforced and optimized internal policies to maintain responsiveness to demands and ensure patient and staff safety while collaborating with Sleep Lab Medical Director.
  • Developed and deployed Epic EMR Transition while minimizing business interruption and enhancing overall lab operations.
  • Led corrective action plans, procedure development, staff performance reviews and training programs.
  • Refocused home sleep testing program and restructured teams to meet changing patient and insurance demands.
  • Offered expertise on employee and business development plans to enhance implementation and routine oversight.
  • Conferred with customer account representatives to service accounts and reduce annual write offs by thousands thus far.
  • Coordinated educational meetings and inclusive team activities to smooth implementation of Somnostics, LLC transition to St. Joseph Health System's policies and procedures.
  • Provided personalized business consulting and overhauled services and staffing to strengthen patient satisfaction.
  • Devised strategies to improve organization efficiency and optimize staff utilization.
  • Assisted with identifying, interviewing and testing top talent to optimize productivity.
  • Strengthened sleep operations and team functionality by reviewing process data, developing solutions and monitoring implementation.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives by adding more PRN Sleep Techs, changing from 10 to 12 hour shifts and utilizing techs to score on the fly versus having others score later.
Regional Cutover Coordinator, 12/2020 to Current
Saint Joseph Health System City, STATE,
  • Exhibited high energy and professionalism when dealing with department leads and Epic TogetherCare executive leaders.
  • Recruited and retained highly skilled and diverse team members to fill crucial roles for Cutover project during staffing shortage without incentive pay available.
  • Facilitated inter-departmental communication to effectively plan and oversaw transition from multiple legacy systems to one EMR system, Epic.
  • Liaised with other Regional Cutover Coordinators, TogetherCare Leads and management teams to develop best process flows for Cutover and accomplish shared objectives.
  • Recorded actions taken, issues resolved and inpatient Cutover information to effectively manage project deadlines.
  • Consistently completed Dry Run backloading with most accurately completed patient chart registration and data entry numbers between three major Trinity Health Ministry sites.
  • Provided onboarding, guidance and cross-training to over 100 other Cutover team members while managing operations and workflow details for TogetherCare.
  • Assisted in development of new Cutover application that interfaced with our legacy EMR to query data, assist with work completion tracking and serve as overall more efficient dashboard for Cutover.
  • Responded proactively and positively to rapid change. Pivoting positively was a daily utilized skill.
Operations Manager, 03/2018 to 03/2021
Saint Joseph Health System City, STATE,
  • Trained and guided team members to maintain high productivity and performance metrics. One specifically being collections from patients from $5/month to 100% collection rate.
  • Established and administered annual budget with controls to prevent overages, minimize burn rate and support sustainability objectives.
  • Spearheaded department staff training for cross-training and reduction of operational errors resulting in lower operations write-offs and increase in revenue.
  • Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
  • Reduced staff turnover and increased colleague satisfaction surveys from level red to level green in one year's time.
  • Reduced over 500 outstanding referrals and patient risk by recruiting and training referral specialist and changing process flow so referrals are read, triaged and addressed in safe and sustainable timeframes.
  • Partnered with vendors and suppliers to effectively manage and budget.
  • Identified and resolved unauthorized, unsafe or ineffective practices while following The Joint Commission's Best Practices that resulted in successful surveys.
  • Established positive and effective communication among unit staff and physicians, reducing miscommunications and improving patient care.
  • Recruited, hired and trained initial personnel, working to establish key internal functions and outline scope of positions for growing and constantly changing residency and faculty family practice office.
  • Directed strategic workforce planning, performance management, and mentored colleagues for growth opportunities.
  • Eased team transitions and new employee orientation through effective training and development.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
  • Monitored over 100 employees' day-to-day activities and made plans to rectify issues resulting in overall departmental growth, staff retention and increased operational revenue in safety net clinic (low income and underserved population) that was budgeted to lose money prior to my time of employment.
  • Delegated clinical and operational daily tasks to employees, streamlining daily progress and efficiency.
  • Coordinated educational workshops to improve team members skills on best practices to optimize productivity while increasing overall engagement.
  • Provided exceptional customer service to customers, increasing patient satisfaction survey scores from below 50% to over 80% (over 90% in some areas) in two years.
  • Served instrumental role in implementation of TakeCare Program for colleagues mental and emotional support.
  • Communicated with staff, patients and healthcare providers to encourage highest quality of service.
  • Directed management meetings to enhance collaboration and maintain culture based on trust and group problem-solving.
  • Promoted positive customer experience through day-to-day supervision and management of all colleagues and physicians.
Sleep Lab Supervisor, 01/2011 to 02/2018
Somnostics, LLC-Contractor For Saint Joseph Health City, STATE,
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Created successful work schedules for each team member to maintain deadlines and fully staff shifts.
  • Increased annual revenue by over $300,000 by strategizing, planning, purchasing equipment and supplies, and successfully implementing new service line within sleep lab which was first in area for home sleep testing.
  • Supported accreditation officer to enforce regulations, The Joint Commission best practices and established policies throughout operational stages.
  • Established new relationships with key referral sources in community for two different county sleep labs, resulting in 25% increase in overall referrals annually.
  • Analyzed equipment breakdowns using various troubleshooting methods.
  • Consistently met quarterly sales goals and increased customer retention rate year-over-year.
  • Evaluated employee performance and coached and trained to improve weak areas.
  • Worked with owner to implement proper division of responsibilities and improve efficiency.
  • Mentored newly hired employees on operating equipment and safety and developed training manual to use for reference.
  • Set overall vision and provided team leadership.
  • Introduced team goals to enhance productivity and improve employee morale.
  • Directed staff and managed annual capital budget.
  • Handled customer complaints, resolved issues and adjusted policies to meet changing needs.
  • Identified individual employee's unique work styles and adapted management methods.
  • Provided supportive link between external customers (referring physicians and patients) and internal operations.
  • Maintained clean and well-organized production areas to avoid violations or unnecessary work delays due to hazards or inefficient layouts.
  • Measured effectiveness of customer success by defining operational metrics and PI projects, tracking systems and reporting to executive team.
  • Performed annual evaluations and reviews for all employees.
  • Successfully managed high volumes of client-facing interactions and established strong rapport with physicians, medical and laboratory staff and patients.
  • Interviewed, hired and trained new employees for all lab positions (clinical and non-clinical).
  • Adjusted job assignments and schedules to keep pace with dynamic business needs, factoring in processes, employee knowledge and customer demands.
  • Developed training, task and process guidelines and communicated clear and concise directions to employees.
  • Repaired equipment to keep jobs moving smoothly, informing team and owner of major equipment failures.
MHA: Healthcare Administration, Expected in 08/2017
Ohio University - Athens, Ohio,
Bachelor of Arts: Liberal Arts And General Studies, Expected in 06/2014
Indiana University - Richmond, IN,

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Resume Overview

School Attended
  • Ohio University
  • Indiana University
Job Titles Held:
  • Business Liaison-Sleep Disorder Centers
  • Regional Cutover Coordinator
  • Operations Manager
  • Sleep Lab Supervisor
  • MHA
  • Bachelor of Arts

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