Project Portfolio

CLIENT:  Regional Health Care System

PROJECT SCOPE:

• Provide interim leadership during transition, and assist with operational improvements
• Manage day to day operations
• Recommend, develop and implement operational efficiencies
• Evaluate work flow/clinic flow process and assist in redesign
• Coordinate and communicate with billing system provider
• Improve and manage accounts receivables
• Develop staff relations and ongoing communications

RESULTS:

• Established and implemented policies:  cash management, staffing, time and attendance, clinic inventory, financial assistance and accounts payables
• Initiated new marketing initiatives including: new mailing, expanded scope of ads, refreshed brochures
• Partnered with providers to create a collaborative team developing patient materials to enhance the patient visit (What is a preventative exam? What is included in a preventative exam? Questions to ask your physician or midlevel at your exam.)
• Integrated regular communication with staff and providers through monthly meetings, email updates and direct one on one communication
• Recommended operational efficiencies to enhance provider productivity
• Facilitated a successful annual audit working directly with the billing system provider
• Established with the Quality Improvement Department the first step of the clinic work flow redesign: observation of the clinic work flow process

CLIENT COMMENTS:

• ” She was very operations focused and direct.  She not only held things together but was able to assess areas needing immediate attention and took responsibility to make the necessary changes while gaining the respect and trust of the staff and physicians.”

CLIENT:  Health Care Professional Association

PROJECT SCOPE:

• Develop a strategic plan using the balanced scorecard model
• Recommend new mission and vision statement
• Identify key strategies and goals
• Review plan with Board leadership
• Conduct a member survey to obtain member feedback
• Present a final draft of the plan to the full Board and facilitate discussion
• Make final revisions

RESULTS:

• Strategic Plan updated, with full board and executive team participation
• Mission statement and vision revised
• Strategic goals and objectives defined

CLIENT COMMENTS:

• "He came in open minded, well prepared and understood the broader health care perspective.  He was very comfortable and confident.  The results we received were a clearer direction, unified approach and a firm foundation in which to execute the plan."

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.”