Project Portfolio

PROJECT:  Design and Implement Strategic Marketing/Business Development Plan for Regional Health Care organization

PROJECT SCOPE:

• Align strategic marketing initiative with new business plan
• Conduct SWOT Analysis
• Define and prioritize market audiences
• Identify market growth potential and business opportunities
• Clarify key marketing goals, messages and tactics

RESULTS:

• Completed SWOT Analysis
• Developed comprehensive plan to support strategic business plan
• Enhanced or implemented:
  • Communication goals and standards
  • New organization brand and key messages
  • Advertising and media objectives
  • Comprehensive media placement plan \
  • Radio, TV, print and outdoor ad production for one year
  • Organization Website
  • New physician Website
  • Physician recruitment and referral initiatives
  • New educational and health screening programs

CLIENT:  Chapter of a large, national social service organization with multiple sites

PROJECT SCOPE:

• Implement care delivery model integrating three clinics into one cohesive tea
• Evaluate and implement patient flow model to meet patient volume and revenue goal
• Implement new staffing model
• Evaluate state-funded service enrollment process, provide analysis, recommend and implement improved processes
• Identify training and staff competency gaps and recommend improvement to program

RESULTS:

• Increase in patient volume
• Increase in revenue associated with patient volume
• Successful stabilization of customer and employee environment
• Significant potential gains identified in recommendations for process improvement
• Increase in level of staff satisfaction
• Increased state-funded patient enrollment

CLIENT COMMENTS:

• “Experienced Resources professional was quickly assimilated into the environment and immediately accepted by staff.  Non-threatening and authoritative presence was very effective”

CLIENT: Large statewide human service organization

PROJECT SCOPE:

• Served as primary support for employees of a large division of the organization including administration of:
• Internal and external hiring documents
• Verification of candidate background
• Documented and monitored employee education
• Administered employee performance reviews
• Managed annual salary changes
• Handled all new hire paperwork

RESULTS:

• Effectively managed a variety of support functions during a time of transition.
• Assisted in successful restructuring of several departments

CLIENT COMMENTS:

• ”Experience Resources professional brings maturity, calmness, depth and breadth of knowledge.  We want her to come back to cover an executive taking maternity leave.”

CLIENT: Rural health care provider with acute care hospital and multiple site clinics.

PROJECT SCOPE:

• Preparation of annual audit
• Development of annual organization-wide budget
• Preparation and monitoring of cost reports
• Supervise direct reports in finance department
• Preparation of monthly financial statement
• Educate staff on budgeting cycle and process

RESULTS:

• Successfully performed role of CFO in a time of change and leadership transition
• Significantly improved budgeting process though identification of improvement opportunities
• Moved forward with process improvement activities in the business office
• Reduced Accounts Receivable
• Completed annual audit and budget in timely manner
• Improved relationship between business office and employees

CLIENT COMMENTS:

• “Exactly the person we needed; provided a steady, guiding hand. He saved us a year of headaches.”

CLIENT:  Rural health care provider with acute care hospital and multiple site clinics

PROJECT SCOPE:

• Provided executive support and expertise for senior leadership team, physicians and managers relating to Information Systems
• Successfully directed the implementation of additional phases of EHR
• Identified priority projects and worked with leaders to define, assign and coach staff in attainment of goals
• Served as mentor to IT department manager
• Offered senior support to IT department

RESULTS:

• Successful implementation of EHR including 2009 and 2010 budget
• Directed implementation of prioritized projects
• Improved communication of IT projects throughout staff, improving inter-department relationships
• Improved communication, customer service and leadership skills of IT manager through successful coaching and mentoring

CLIENT COMMENTS:

• “Actually delivered results, improved integrity of the department.  Experienced Resources provided key people at the key time. They became part of our team.”

CLIENT:  Urban acute care hospital

PROJECT SCOPE:

• Assist in negotiation of health plan to secure maximum reimbursements
• Conduct market intelligence research
• Assess current health plan contracts
• Develop strategy for health plan negotiations
• Negotiate favorable terms and maximum reimbursements
• Execute health plan contracts within sixty days

RESULTS:

• Successfully completed negotiation with health plans
• Able to leverage skills that were not internal to organization and effectively complete difficult task
• Developed valuable market intelligence for informed decision making
• Achieved cost savings goals

CLIENT COMMENTS:

• “Very pleased with the success of this project; received good advice on market information. The Experienced Resources professional was able to advance things quickly.”

CLIENT:       Large integrated health care system

PROJECT SCOPE:

• Research and build format for detailed provider database
• Extract key data from Client data reports and interview key individuals to develop hard-copy summary and evaluate extent of available data
• Review websites and related sources to establish best practice models for strategic alignment between health care organizations and medical groups
• Create graphical model illustrating critical elements of “command – control – coordination” relationships for strategic alignment
• Create flowchart illustrating critical path for strategic alignment: database development, CRM (see below) development and project execution
• Recommend best option for organizational ownership of strategic alignment, types of software and systems to be used, and support or maintenance responsibilities
• Develop working outline of essential elements or metrics to describe and evaluate “Customer Relationship Management” (CRM) software products and applications
• Review potential CRM vendors and select three vendors and products to be considered by Client for possible acquisition
• Complete review and prepare recommendations to enable Client to begin internal review and acquisition process for CRM implementation

RESULTS:

• Greater understanding of potential uses, applications as well as limitations of provider database
• Recognition that strategic alignment is critical to successful relations with provider groups but requires substantial internal structure, discipline and focus
• Generated internal conversations among key management staff about challenge of CRM and need for commitment, clarity and leadership
• Enabled Client to recognize substantial differences among CRM applications and need to find vendor with best fit for Client’s long term strategy

CLIENT COMMENTS:

• “A very thorough business case analysis.  He explored all the possibilities… did a balanced comparison and complete vetting of options.  He thinks thing through and gets deeper in the detail.”

CLIENT:  Large integrated health care system    

PROJECT SCOPE:

Provide operational leadership in the following areas:

• Financial
• Patient and Customer Service
• Operations
• Human Resources
• Marketing
• Clinical Excellence
• Business Development
• Strategic Planning
• Regulatory Compliance
• Revenue Cycle Management

DELIVERABLES:

• Evaluate, recommend and implement business support processes and systems
• Implement and integrate policies and procedures
• Evaluate staffing model, positions and performance standards
• Participate in start-up strategy planning
• Decrease days in AR to under 60 days

Client Comments: 

• The ER executive brought much wisdom and his style was unflappable and calm and others picked up on that.  He brought a great deal of value to our vision.

CLIENT:  Large metro area health clinic

PROJECT SCOPE:

• Maintain momentum on current initiatives and provide leadership to day-to-day operations
• Evaluate, recommend and execute improvements in patient, physician and staff relations
• Evaluate and make recommendations on overall organizational structure
• Partner with Medical Director to improve processes, systems and physician behavior management
• Co-lead internal focus team for EHR readiness assessment, partnering with Quality Director and Stratis Health
• Execute strategies with respect to capacity, access and efficiency

RESULTS:

• No “back-sliding” on initiatives between permanent directors
• Influenced staff and positively changed behaviors
• Provided needed expertise on the EHR team
• Defined process improvement opportunities in administrative and clinical areas
• Effectively handled day-to-day operations, including high-level personnel issues

CLIENT COMMENTS:

•  “ER executive hit it head on – not afraid to do the tough things.”
• “Very respectful and professional.” 
• “We appreciated this executive’s efficiency.”
  

CLIENT:  Multi-site, in-patient and out-patient health care organization

PROJECT SCOPE:

• Assess growth potential and operational efficiency of outpatient medical practice in areas of:
• Strategic Management
• Business Operations
• Financial Oversight
• Payer Relations
• Human Resources; staff and physician relations
• Marketing and Community Relations

DELIVERABLES:

• Evaluation of current operations
• Recommendation, development and implementation of operational efficiencies
• Evaluation of staffing model, positions and performance standards
• Expansion strategy planning
• Compensation model recommendations

Client Comments:

• The ER executive stepped in very quickly, was very experienced, good about tough conversations, behavior and had high expectations. 

CLIENT:  Large physician-owned specialty care group with multiple locations

PROJECT SCOPE:

• Maintain day-to-day operations at 9 sites
• Serve on overall leadership team
• Develop team approach to retail sales
• Integrate retail philosophy into larger medical practice
• Provide training in retail sales and marketing
• Evaluate and make recommendations on current Director job description
• Evaluate leadership position and recruit permanent Director

RESULTS:

• Increased revenue by 33% in six months
• Designed 12 month retail marketing and sales plan
• Trained staff in customer service and front-line sales skills
• Decreased discount rate by 15% improving profit margin
• Recruited and oriented permanent Director

CLIENT COMMENTS:

• “ER executive did a lot of fixing, followed through on promises, clarified processes and procedures across locations.”
  

CLIENT:  Multi-site specialty care practice with multiple physician owners

PROJECT SCOPE:

• Comprehensive due diligence review of income and expenses for last 2 years to support sale of practice
• Gap analysis developed for income and expenses, as compared to industry benchmarks
• Current capital valuation
• Review of existing employment, real estate and vendor agreements
• Executive Summary and Excel workbook presentation to stakeholders

RESULTS:

• Significant potential gains identified in recommendations for process improvement
• 90% of work accomplished off-site, maintaining optimal confidentiality and reducing travel costs
• Regularly scheduled status meetings allowed for up-to-date information to be included in due diligence
• Documents created in a format usable to new owners for financing purposes

CLIENT COMMENTS:

• “Thank you.  Work was expertly prepared.”
  

CLIENT:  Independently owned multi-site primary care group

PROJECT SCOPE:

• Define current operational processes and procedures as related to providing health and safety care
• Provide gap analysis between current and optimal tracking systems, integrating with computerized practice management system
• Make specific and tangible recommendations for improvements
• Outline the course of action required and identify all stakeholders
• Provide an expected time line to completion

RESULTS:

• Current manual processes outlined and participants identified
• Relationship built with the practice’s IS support team to ensure technical and cultural success
• Research completed on a national level to identify other practices with similar challenge and their respective resolutions
• Provided three (3) potential plans of action, with pros and cons of each
• Refined steps and stakeholders for chosen plan of action
• Created and installed data-base to support occupational health and safety care services

CLIENT COMMENTS:

•  “Training provided by the ER executive eased staff adoption of new system.”

CLIENT:  Large, independently owned specialty care practice with multiple sites

PROJECT SCOPE:

• Serve as initial dedicated human resources professional within organization
• Review, assess and implement policies and procedures for all HR requirements
• Identify, role model and communicate the value of an effective human resources professional and function within the organization
• Recruit and hire a permanent HR director

RESULTS:

• Implemented 25+ written HR policies and procedures
• Created human resources manual and process for distribution of additions and changes
• Defined human resources function and improved overall organizational effectiveness
• Increased employee engagement
• Decreased work-load on practice administrator and other leaders
• Recruited a qualified permanent HR director
• Created new organizational chart and reporting structure
• Re-aligned staff and management positions

CLIENT COMMENTS:

• “ER executive is able to articulate simply and concise so the managers understand it and can incorporate/implement.  Translated vision to organizational structure.”
  

CLIENT:  Twin cities based global outreach organization

PROJECT SCOPE:

• Define business objectives and role of communications
• Identify market audiences
• Align organizational stakeholders
• SWOT Analysis
• Update Mission Statement
• Establish organizational goals and objectives

RESULTS:

• Strategic Plan updated, with full board and executive team participation
• Mission statement reviewed and revised
• SWOT analysis completed
• Goal and objectives defined, with implementation plan
• Marketing plan designed

CLIENT COMMENTS:

• “This was a great service to the organization, the intervention was very timely.”
• “ER executive did an excellent job of laying plan out for the board members, and was very good at keeping us honest, making sure we do our part.  Good fit.”
  

CLIENT:  Twin cities based social services organization

PROJECT SCOPE:

• Administer FMLA, short and long-term disability and Workers Compensation injury claims
• Generate compliance reporting
• Provide case management for claims submission
• Complete wage statements
• Coordinate with third party administrators
• Orient and train permanent employee

RESULTS:

• Organization was able to meet previously determined goals for electronic implementation of HR work
• Claims submitted on an accurate and timely basis
• Permanent Administrator recruited, oriented and trained into position
• Interim employee retained to fill additional project needs

CLIENT COMMENTS:

• “ER executive was very responsive, professional, flexible, and effective from day one.”
  

CLIENT:  Twin Cities based higher education institution

PROJECT SCOPE:

• Incorporate core values into performance management system
• Evaluate appraisal methodology/structure
• Design on-line performance management system tool
• Present recommendations for tool design to senior leadership
• Update on-line system
• Communicate and train new system(s) to managers, supervisors and staff

RESULTS:

• Coordinated with senior leadership to outline integration of values
• Created hard-copy and on-line tools
• Oriented and trained managers and staff on new tool and system

CLIENT COMMENTS:

• “Very responsive kept things moving along, good partner in terms of brainstorming.”
• “ER executive has a very patient, persistent style, doesn’t get rattled, works well with senior leadership, and had good experience she was able to share.”
  

CLIENT:  Large, physician-owned multi-specialty care practice

PROJECT SCOPE:

• Comprehensive assessment of current operations
• Recommendations for process improvement
• Action plan outline
• Presentation to physicians and administrative leadership

RESULTS:

• Detailed analysis of current operations
• Recommendations for multiple process improvements
• In-depth interviews with all staff and physician leaders
• Comprehensive action plan presented to practice and department leadership

CLIENT COMMENTS:

• “ER executive was very professional; great to work with, very informative, worked with open disclosure.”