Yyyyyy x. yyyyyy

Dynamic, service-oriented Educator and Administrator with years of teaching and training experience in the Access Services arena. Focused and hardworking with a background in facilities planning in healthcare administration settings. Successful educator and trainer. Driven to succeed, both independently and in teams. Seeking to return to a teaching or administrative role in a university setting as a Dean, Department Head or Healthcare Administration Professor. Targeting opportunities that call on policy development, curriculum design and program assessment acumen.

         Serve as an effective cultural change agent to drive positive, forward-thinking movement in Vanderbilt staff teams

         Skilled in managing Vanderbilt s budgets of up to $10M; adept at always staying within limits; currently preparing a related doctoral dissertation to be presented in February and March of 2018, with a corresponding national survey to be released this year as well

         Supervisor of two Vanderbilt Residents that researched women Physicians that report sexual harassment in academic medical centers

         Key player in executing internal Professional Development training programs at Vanderbilt across all staff levels including a Book Club, speaker series and individual classes centered on requested topics.

         Directed Program Managers during the establishment of Vanderbilt s Secret Shopper programs; sought to identify barriers to access and recommended changes that called for faster access for patients and specialists in four separate clinics

         Supervised a team of scheduling staff that processed over 200K annual calls for Vanderbilt; also produced 8K appointments per month and handled over 3K monthly patient and provider messages

         Partook in a three-month pilot program for a redesigned phone system that improved Vanderbilt s caller access and significantly lowered abandoned call rates in the process

         Headed a Vanderbilt departmental Reward and Recognition program including two formal events where 28 awards were dispensed

         Served on an LSU task force to complete a two-year project on assessment for College of Education and Student Services accreditation

         Managed a talented team of Consultants that led an extensive peer review of the LSU Recreational Sports Department; fueled positive changes in programs and services based on findings

Customer Service Delivery | Team Leadership | Strategic Planning & Analysis | Fiscal Management & Budgeting

Classroom & Online Instruction | Curriculum Design | Training & Development | Interpersonal Communication | Change Agent

Outcomes Assessment | Evaluation | Collaborative Problem Solving | Data Analysis | Classroom Technology | Microsoft Office

ABD, Doctorate of Healthcare Management, Central Michigan University (in progress)

Master of Business Administration, Tulane University

Master of Education, Northeast Louisiana University

Bachelor of Science in Education, Northeast Louisiana University

VANDERBILT UNIVERSITY MEDICAL CENTER

Director, Access Service Quality, 2016-Present

         Lead a driven team of 10 professional staff members in overseeing process improvements to heighten levels of efficacy in access and clinical operations specific to patient access, thus improving the overall patient experience significantly

         Collaborate with the Project Portfolio Manager to develop and execute new hire training program for Patient Access Services; encourage professional development and career progression amongst all staff levels

         Ensure quality performance and training of all staff in the areas of call recording and productivity reporting

         Hired two Trainers and three Quality Performance Analysts to lead selected trainings, as well as offer ongoing evaluation and revisions

         Integrated an error reporting system to track and trend scheduling errors; use resulting data to pinpoint training or re-training needs to improve quality performance in clinics scheduling processes

Assistant Director, Access Operations, 2009-2016

         Managed access operations for 147 providers in Specialty and Primary Care practices, as well as the Center for Women s Health

         Also supervised the division s Career Advancement Program for Access Specialist staff

         Led the hiring and training of 43 team members; also evaluated the performance of all supervisees

         Tracked and mentored eight individuals in 2014 that progressed from Access Specialist I to Access Specialist II roles

Manager, Patient Access, VMG, Williamson, 2009-2014

         Headed scheduling functions for the Primary Care and Specialty practices within the VMG Williamson Access Center that served more than 47 providers; included jointly implementing Access Center operations with the Performance Improvement Team

Yyyyyy x. yyyyyy

Manager, Patient Access, VMG, Williamson, Continued

         Developed and launched comprehensive training efforts for the CAS staff with focuses on customer service, Physician protocols and access management best practices; also led a two-day team builder for CAS and Nursing teams to improve relations between the two

         Worked intensively with all staff members in setting work group improvement goals and crafting plans for achieving those objectives

         Merged the float pool and RRS staff into an all-inclusive Access Center work group

         Boosted staffing through the development of a more flexible staffing coverage plan including PRN, part-time staff and full-time CAS personnel

Manager, Patient Access, Orthopaedic PCC, 2006-2009

         Directed operations for Western Kentucky clinics in Murray and Paducah; revamped all work units to include an administrative support element and increased levels of both responsibility and pay grades for senior team members

         Managed a Physician Scheduling Unit to serve 14 Surgeons and six Primary Care Physicians; incorporated the scheduling of all clinic visits, resolution of patient concerns, coordination of Physician schedules and handling of VIP patients

         Also led Rehabilitation Services scheduling and front desk functions

         Supervised the hiring, training and assessment of staff, using monitoring systems to ensure timely scheduling of patients with their appropriate providers

         Developed and facilitated a structured staff training program for all new hires

         Created team performance standards as a result of analysis of call data and benchmarks from other practices; used these to measure outcomes and determine performance scores for both quarterly and annual assessments

         Prepared and analyzed statistical reports; also monitored budget performance regularly to stay in line with set limits

         Established seamless network communication between the Front Desk, Surgery and Physician Schedulers, as well as all Administrative Assistants in order to optimally coordinate scheduling and communicate changes to everyone within these areas

o    Decreased scheduling errors and created an improved chain of communication

o    Also allowed for all necessary changes to be made more swiftly and in a manner that kept all work groups informed

         Founded and implemented a reporting process used to disseminate bi-weekly clinic access data to each Physician

         Served on the Department JCAHO Committee and was named a Site Visit Team Member for the Medical Center

Director, Sports Medicine and Hand Center, 2004-2006

         Oversaw operations for the Sports Medicine and Hand Center practices including outpatient therapy functions; managed clinic duties such as staffing, training, orientation and performance development

         Guided and mentored team members in how to achieve the utmost in patient satisfaction, quality and safety across all clinic areas

         Functioned as the Interim Manager of the Vanderbilt Orthopaedic Clinic in Franklin, XXXXXX from April to October 2005, managing all clinic operations during tenure in this capacity

         Worked with senior leadership to develop a successful transition program for all Ortho Practice groups and Rehabilitation Services to guide the consolidation and move into the Vanderbilt Orthopaedic Institute

         Developed and implemented the existence of Assistant Manager positions at the Center, which allowed for more direct supervision and staff development in the Clinical and Rehabilitation Services areas

Director of Recreational Sports, Louisiana State University, 2000-2003

Instructor and Adjunct Faculty-Department of Kinesiology, Louisiana State University, 1980-2003

Adjunct Faculty Member, Baton Rouge Massage Therapy School, 2002-2003

Associate Director, Program and Facilities, Louisiana State University, 1986-1999

Aquatics Director, Louisiana State University, 1980-1986

Health and Safety Director, American Red Cross, 1976-1980

Member, Xxxxxx Health Care Access Management Association

Member, National Association of Health Care Access Management

Volunteer, United Way s Reading in the Schools Program

Mentor, Return to School to support employees seeking further education toward a degree program

Vice Chair, American Red Cross Committee

Yyyyyy x. yyyyyy

March 16, 2018

Hiring Agent Name

Title

Company Name

Address

City/State/Zip Code

Dear [Hiring Agent Name],

I am pleased to submit my application materials for the (INSERT TITLE OF TARGET POSITION) vacancy and am submitting my documents for your review. As illustrated in the accompanying resume, my professional qualifications include the following accomplishments:

• As an executive-level professional, I bring to any position years of progressive healthcare management experience. I am skilled in expert areas including employee training, operations coordination, policy development, curriculum development, program assessment and professional development planning, among others.

• My hope moving forward is to take the nearly 15 years of Access Services experience I ve gleaned, paired with my previous work in administrative and academic roles in university settings, and leverage them as a Dean, Department Head or Healthcare Administration Professor role.

• I possess a career history marked by a track record of delivering clear, comprehensive guidance in deadline-driven, fast-paced environments that call for flexibility, time management and the ability to work well under pressure. I am often regarded by others as a valuable trainer, professional development subject matter expert (SME) and mentor. This will serve me well in any executive-level position in a higher education setting.

• My diversity of experience includes seeking out areas for improvement in any operational capacity and developing plans that center on those areas and allow for efficiency increases. I also spend much of my time working with professionals at all levels to further their educational and professional development aspirations.

• Currently, I am enrolled in a Doctorate of Healthcare Management program at Central Michigan University and have ABD status. I will be working on defense of my dissertation this year with the beginning steps to take place in February.

• I also have both an MBA and a Master of Education, which pair well with both my previous career background and my hopes for future growth.

I am a focused, capable and highly experienced applicant committed to supporting the long-term goals of an innovative, reputable firm. I am confident that I could be a valuable asset to your organization, and look forward to interviewing with you in the near future.

Yours Truly,

Yyyyyy x. yyyyyy

Enc. Resume