Motivated Six-Sigma trained professional with experience in Project Management, Customer Service, and Process Improvement. Passionate about helping others while keeping a positive mindset and remaining flexible. Highly organized, proactive and punctual with team-oriented mentality. Focused on customer satisfaction and have a proven track record of success in initiating, planning, and implementing projects. Strive to maintain positive business relationships, and effectively communicate with internal and external business partners across multiple organizational levels.
Provided ongoing organizational support for Revenue Cycle Management and Shared Services teams at a national level. Participated in subcommittee meetings and helped bring understanding of potential impact to other teams while remaining solution focused. Analyzed existing and proposed workflows and provided recommendations for improvement and potential effort. Managed and prioritized multiple projects simultaneously, provided weekly status reports, hosted project team meetings and maintained project documentation. Provided updates to leadership regarding initiatives being driven by subcommittees and hosted monthly meetings to provide awareness across operational teams. Drove cross-functional communication and change control when changes impacted training, quality assurance criteria, internal processes, reporting and finance. Collaborated with subject matter experts, training, quality assurance and leadership to develop operational playbooks, training materials and process maps. Maintained application user profiles and system dictionaries. Submitted system maintenance forms to third-party vendor and validated updates upon completion. Reviewed application issues and provided root cause analysis for requests submitted by end users and department leadership via Service Now ticketing system.
Provided project management support working remotely with Stryker's Professional Services team, a leading medical device and technology company. Managed system conversion project while onsite with a large local customer. Maintained a positive client and customer relationship and collaborated with core project team, technical teams and leadership to achieve project and business goals. Delivered weekly Excel reports to leadership and created ad hoc data reports upon demand. Hosted weekly status meetings, provided status reports, and maintained project documentation. Escalated issues when appropriate and provided solutions to the group. Assisted project team in mitigating project risks through careful analysis and tracked weekly throughout the project. Partnered with internal teams to improve operations, billing, and reporting. Collaborated with cross-functional teams to review, analyze and resolve issues. Assisted leadership with locating electronic Prehospital Care Reports for patient record requests. Performed system administration tasks and assisted field staff with troubleshooting device syncing issues for 58 Fire-Rescue stations and Emergency Medical Service teams.
Spearheaded enterprise-wide projects for a large healthcare organization in a fast-paced environment. Led projects of various sizes and complexities focused on quality, efficiency, business requirements and customer satisfaction. Managed projects with competing deadlines and exceeded client expectations. Partnered with cross-functional teams, leadership, and core project teams to deliver projects on time and within budget. Implemented a $2.5 million relocation project and partnered with the IT Service team to relocate 200 personnel from their existing location to the new building to accommodate current staff and 25% future growth. Managed large system conversion project, converting 250 clinics, 185 hospitalists, and 441 providers from legacy system to the new application to optimize revenue cycle management tools and workflows. Developed and maintained project documentation, monitored resource time, analyzed work performance reports, and managed project risks/issues. Provided go-live support to business partners and maintained positive client relationships while accomplishing project goals. Partnered with internal and external project teams to produce a web-based collaboration tool for 19 provider practices, conducted user acceptance testing, resolved issues, and gathered stakeholder feedback during project closures.
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