Greater Cleveland
Strategic Project Manager with over a decade of experience in the Software and Healthcare industries, adept at driving transformative projects and aligning executive stakeholders. Proficient in strategic project management, relationship management, and utilizing methodologies like Agile and Waterfall to optimize business operations and system transitions. Known for fostering collaborative environments, facilitating crucial conversations, and delivering impactful results through innovative solutions and detailed planning.
• Facilitated productive, three-day value stream workshop that identified six data-driven improvement areas for the cloud customer support process, prioritized as a 2024 corporate strategic initiative. • Program managed corporate strategic initiative, driving process transformation and fostering cross-functional collaboration for enhanced cloud customer experience resulting in 20% reduction in escalations. • Partnered with the data governance team to introduce standard definitions for key system data points and reporting metrics to resolve data integrity issues negatively impacting business operational intelligence. • Created and executed communication plans to successfully guide user groups through change management. • Delivered frequent, ad hoc internal consulting to executive leadership and project sponsors upon request. • Developed centralized repository of templates, training, and use cases to enhance PMO team efficiency and brand consistency so that stakeholders can quickly understand any project’s documentation.
• Successfully led three key workstreams aligned with Hyland’s 2022 strategic vision to optimize business and system operations culminating in a new enterprise Salesforce instance. •Analyzed and documented business use cases for the supplemental technology stack integrated with Salesforce, reducing integration system applications from 22 to 12 and saving Hyland over $10M annually. • Program managed a corporate strategic initiative to transform support for the company’s cloud customer population. Coordinated efforts across multiple business subject matter experts to define clear goals and objectives for seven workstreams to drive alignment and successful execution. • Successfully managed multiple projects at one time using varied methodologies with a focus on identifying risks, determining mitigations, ensuring on-time and in-scope completion. • Fostered strong partnerships with key stakeholders, ensuring alignment on project goals and effective communication to drive project success and team cohesion.
• Served as the business analyst liaison for the Marketing department • Primary business analyst on Salesforce integration project for an acquisition responsible for identifying deltas between systems and processes as well as working closely with the project manager to assist in user acceptance testing, change management and project management. • Developed a monthly reporting process to prioritize work requests and assisted in the coordination of the prioritization within the various Information System teams. • Authored multiple Request for Proposals including Return to Work Hoteling Software, Marketing Productivity Tool (Workfront), Marketing Automation Platform (Pardot Replacement), Customer Data Platform (Segment), and Master Events and Webinar tracking platform. • Conducted successful vendor demonstrations by providing vendor demo scripts and facilitating the meeting to keep the vendors on script for consistent information to the business. • Updated and standardized business analyst knowledgebase and outlined new hire onboarding. • Successfully managed multiple technical projects from selection through implementation
• Implemented real-time NPS feedback solution to highlight opportunities for immediate ownership and action. • Automated and standardized monthly reports by utilizing SQL and Crystal Software which resulted in up to 75% reduction in time required monthly to run, analyze and distribute reports. • Established standardized report views among health system to align with overall Key Performance Indicators. • Led the organizational transition from a vendor's proprietary survey instrument to the AHRQ developed version by engaging with pediatric services across the enterprise to educated and prepare them for the transition as well as develop a monthly report that provides pertinent information to leadership. • Re-designed report processing to drive production efficiencies into existing reports based off the Teradata platform. • Co-led efforts with Medina Hospital leadership in an improvement collaborative to promote daily executive leader rounds to proactively identify patient experience opportunities.
• Developed relationships and collaborated with external partners through best practice sharing, as well as program and service management, with an emphasis on gap analysis, process development, and data analysis and utilization. • Conducted market research to identify industry benchmarks trends, best practices, and strategies. • Assisted in the coordination and completion of patient experience assessments at both internal and external organizations to identify opportunities for improvement and offer proven best practice strategies for implementation. • Collaborated in development of Patient Experience Core Programs (customer service, service recovery, facilitation and crucial conversations programs) as well as the train-the-trainer model for each program. • Delivered Patient Experience Core Programs training to both internal teams as well as external clients. • Worked with external clients to customize Patient Experience Core Programs to meet their organizational needs and increase adaptability. • Coordinated, facilitated and promoted Patient Experience Leaders Forum which hosted local and international clients for a three-day educational seminar. • Negotiated vendor contracts for Patient Experience Leaders Forum which resulted in a 30% reduction in expenses and an increase in overall profit.
• Interpreting and presenting results and trends in Patient Experience data to help identify opportunities for improvement related to Patient Experience to audiences across the organization at various levels. • Developing, training, and supporting other caregivers on patient experience feedback system reporting as well as report interpretation. • Developing understanding of patient encounter files and processing for survey administrations. • Facilitates support as needed with IT and survey vendor. • Assisting with the transition from several patient registration system to one, dynamic system. • Accurately and efficiently process invoices for several departments within the Office of Patient Experience. • Report development with Crystal Software to generate monthly routine and ad-hoc patient experience reports. • Training and educating on CMS CAHPS regulations and survey administration across the enterprise.