Our Coaches

Education

• University of Texas, Business Administration and Psychology
• Pacific International University, Religion
• Sterling Commerce University, AS400 and EDI certified
• Life Office Management Association – Life and Health Insurance Administration certified

Experience

• Service Excellence Manager, Quality Process Improvement Consultant and Service Improvement Coach
  Baylor Health Care System, Dallas, Texas

• IT Programming/EDI Mapping and Translation/Database Administrator
  Walls Industries, Inc., Cleburne, Texas

Results

• Extensive expertise in interpreting patient satisfaction data using the various patients’ perception of care measurement tools and developing and coaching for targeted action plans with results of 90+% or better in emergency, inpatient, and outpatient service lines.
• Noted for outstanding service and departmental productivity – recipient of leadership award in 2004 and 2006
• Dynamic leader with the ability to manage projects in an efficient manner with verifiable results.
• Extensive expertise in strategic and budget planning and implementation, team building, and employee training.
• Created processes for pre-admissions to increase insurance verification prior to hospitalization to over 95%
• Created programming to increase revenue cycle charge capture by over 300%.
• Successful in coordinating quarterly town hall meetings with 90%+ employee attendance and created evaluation and measurement tools for effective communication.
• Patient advocate management successfully increasing patient satisfaction outcomes and complaint resolution with verified results of 90+% or better likelihood to recommend
• Served on organizational steering committee for Leadership Development Institutes
• Increased employee alignment with purpose from the 60% (2007 to 2008) to 90% or better with all managers, directors and senior leadership team by partnering with senior leaders and developing a system of accountability and measurable tools for senior leaders to use monthly to sustain their gain.

Professional Affiliations

• Susan G. Komen Race for the Cure
• United Way