Results-focused Healthcare Consulting Leader with strength in managing, leading, and mentoring domestic and internationally based, culturally diverse teams for effective service delivery. Proactive leader with strengths in communication and collaboration. Proficient in leveraging healthcare consulting and business acumen to promote team capabilities, focusing on Provider Solutions, Care Coordination, Project Management, System Implementations, Applications Support, and Cloud Data Migrations. Adept at managing concurrent objectives to promote efficiency and influence positive outcomes.
Skills
Business and Management
Leadership and Supervision
Operations Management
Change Management
Remote and Onsite Team Management
Training & Development
Relationship Building
Planning & Organizing
Conflict Resolution
Critical Thinking
Customer Service
Experienced HCIS Physician and Office staff solution adoption leader, architect, and trainer
Technology
Microsoft Office
Electronic Health Record (EHR): Cerner and MEDITECH
Education and Training
University of PhoenixTempe, AZExpected in 05/2001 – –MBA:Business Administration And Management - GPA:
University of RedlandsRedlands, CAExpected in 05/1997 – –Bachelor of Science:Business And Management - GPA:
Pierce CollegeWoodland Hills, CA, Expected in 06/1995 – –Associate of Arts:Liberal Arts - GPA:
The Bryman SchoolLos Angeles, CA, Expected in 02/1972 – –Certified Medical Assistant:Medical Assisting - GPA:
Experience
NTT DATA Services - Healthcare Consulting Engagement Leader  City, STATE, 01/2012 - 12/2015
Engagement Leader: Delivered consulting services and created investment scenarios using established framework, leveraging a team of thirty professional multidisciplinary direct-reports.
Mentored and encouraged team to make sales and provided training on effective strategies to motivate members.
Developed client proposals outlining project structure, approach, work plan, and financial model.
Formulated implementation plans, evaluating effectiveness of actions and programs.
Offered presales consultations via telephone and face-to-face meetings, supporting sales and marketing teams.
Cerner Practice Manager: Provided thought leadership to C-Level Executives; responsible for understanding the business implications of solutions and assisting in defining the solutions to support future business requirements. • Lead a team of eleven (11) Project Management Consultants and Subject Matter Experts/Analysts in the day-to-day operations and management of the engagement's PMO office.
Customer Account Management: Managed the delivery of Cerner Millennium implementations, ensuring contract delivery within the scope of the agreement.
Interacted with subject matter experts to bring highest level of expertise and service to engagement.
Collaborated with stakeholders to contribute recommendations and deliver client objectives.
Researched key business issues, collecting and analyzing quantitative and qualitative data.
Conducted formal presentations to inform senior-level audiences.
Met with clients and discussed the scope of the project to ascertain how long it would take and what resources would be needed.
Designed survey questionnaires to gather high-quality data and insights.
Delivered high level of service to customers in effort to build upon relationships for future.
Identified risks, resolved project issues and implemented corrective actions to prevent recurrence.
Delivered performance reviews and provided recommendations for rewards.
NTT DATA Services, LLC - Associate Director/Sr. Manager City, STATE, 01/2015 - 10/2021
Implemented continuous improvement process, developing systems to scale activities.
Leveraged financial indicators to assess department's outcomes.
Collected, analyzed and interpreted data to assist with project decisions and prioritization.
Managed client relationships to deliver high levels of client satisfaction, trust and strong partnerships.
Interpreted key performance indicators, determining root cause for variances while implementing solutions to improve results.
Led business processes optimization, promoting effective use of resources.
Led and drove collaboration with internal teams and partners to meet expected timelines, budget and quality standards.
Provided direction and coaching to direct reports through team and one-on-one meetings.
Identified targeted areas of improvement and implemented data-driven solutions, improving business.
Managed full-cycle human resource operational activities to maximize HR employee performance.
Initiated employee evaluation process and recommended policy changes to help staff progress toward desired goals.
Devised metrics to provide data-driven mentoring and feedback to staff.
Furthered diversity, equity and inclusion by partnering with leadership, driving operational excellence.
Drove revenue growth by leveraging knowledge of business and industry.
Developed short- and long-term strategic plans in collaboration with senior leadership, based on operational knowledge and data analysis to further business unit and company vision.
Cultivated relationships to grow and expand market share.
Aligned processes and resource planning to drive overall business strategy.
Identified and actioned strategies to drive growth and end-customer experience.
Supported top talent identification processes by interviewing candidates and executing onboarding, orientation and benefits processes.
Held exit interviews and documented information discussed with employees.
Identified operational weaknesses to improve or innovate people, processes, and technology.
Facilitated learning and development programs and initiatives resulting in advancement opportunities for employees.
Compiled reports to provide management with accurate information and comply with policies and procedures.
Used data and analytics to improve company processes for recruitment, selection and onboarding.
Worked with management to create performance measurement, employee development and employee compensation strategies.
Recruited new employees and built relationships, driving visibility.
Cultivated relations with referral agencies to maintain strong applicant flow.
Handled sensitive employee and company information with highest level of confidentiality and discretion.
Formulated corrective action plan through analysis of management feedback and consultation with employee.
Achieved desired work environment and performance by proactively advising and guiding employees on best practices and overseeing HR training.
Investigated workplace issues with professionalism and sensitivity and detailed incidents in reports to senior executives.
NTT DATA Services (formerly Dell Services) - Senior Manager/Customer Executive City, STATE, 01/2011 - 12/2012
Successfully lead the organization’s data center conversion and local server-farm setup from legacy vendor-managed to the Dell Services Cloud solution.
Transitioned legacy managed services resources to Dell Services employees.
Managed steady-state data center operations team for IT and Applications support including Infrastructure, Networking, Telecom, MEDITECH, LSS, and Lawson, upstream/downstream 3rd party interfaces, end-user computing, remote connectivity, supply chain, vendor, financial and contract management.
Monitored and reported Service Level Agreement (SLA) matrices and operational effectiveness, and developed strategies for adjusted courses of action.
Owned the customer relationship and experience; provided thought leadership to C-Level Executives; responsible for understanding the business implications of solutions and assisting in defining the solutions to support future business requirements.
Advised C-Level Executives on IT strategy and governance.
Developed and reported growth strategies to Dell Services leadership.
Insured contract compliance and accurate financial reporting.
Aligned the customer’s business objectives with innovative solutions and strategies.
Established the budget, developed the operation plans, performance requirements, standards, and matrices.
Initiated new policies, procedures, programs, and initiatives.
Analyzed organizational preparedness for Meaningful Use compliance, ICD-10 planning, identified gaps, and developed next-step strategies.
Conducted risk analysis on key issues.
Managed and removed barriers to change.
Formed and lead the IT Steering Committee in partnership with senior leadership.
Participated on the physician governance team.
Participated in planning for a new Ambulatory Care Clinical System, Infrastructure network re- build, and new telecommunications system.
NTT DATA Services (formerly Dell Services) - MEDITECH Applications and Delivery Manager City, STATE, 01/2009 - 12/2011
Managed the day-to-day operations and provided analytical and project support to the MEDITECH Healthcare Applications Management business unit.
Directed a team of MEDITECH Applications’ Tower Leads and Business Analysts within a leveraged global delivery model; directed teams in achieving the strategic and operational objectives of the Healthcare Applications Management group.
Additional Information
ADOPTS Methodology, Organizational Change Management Chair, NTT DATA Services
ARRA/Meaningful Use Community of Practice, NTT DATA Services
Thrive Employee Resource Group, NTT DATA, Inc.
Healthcare Application Management Innovation, Globalization, and Business Development, NTT DATA Services
Information & Technology Market Security Committee, HCA Healthcare Corporation, Los Angeles Market, Chairperson
University of Redlands/Whitehead College Leadership Society, Faculty Nominated Member
National Association of Female Executives, Member
National Black MBA Association, Member
Students for Information Technology, Mentor, HCA Los Robles Regional Medical Center
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