AMY WOODRUFF
Princeton,NC
Summary
I have more than 12 years of healthcare management and organizational leadership expertise with a major healthcare organization in North Carolina. I have a Doctorate of Health Administration and a dual Master's Degree in Healthcare Administration and Organizational Leadership, as well as numerous national awards and certifications.
My professional responsibilities include leading, coaching, and directing service excellence, which involves process improvement teams and continuous improvement activities across the organization. I also manage, coordinate, and enhance the entire patient experience, assuring compliance and excellence with CAHPS and other patient experience surveys. Furthermore, I have substantial experience with cancer certification processes and guidelines, as well as other accreditation processes and recommendations, including TJC, chest pain, stroke, and low-dose CT lung cancer. I am knowledgeable in numerous national database systems, healthcare software and technologies, and healthcare legislation and regulations.
My aim is to serve the community with high-quality, patient-centered, and compassionate care, as well as to empower and assist staff and providers in providing excellent care. I am deeply committed to improving the patient experience and guaranteeing optimal outcomes and reimbursement in today's value-based and performance-driven environment. My appetite for knowledge is insatiable, and I thrive when given the chance to work with others toward common objectives.
Overview
25
25
years of professional experience
Work History
Manager, Patient Experience / HCAHPS Authority / Customer Relations
UNC HEALTH JOHNSTON
01.2020 - Current
- Responsible for leading, coaching and directing the service excellence program including process improvement teams and driving continuous improvement throughout the organization
- Responsible for managing and coordinating and improving the overall patient experience across the Johnston Health system
- Ensure goals and objectives of all assigned initiatives are accomplished within the prescribed time frames and funding parameters
- Serves as the authority on HCAHPS and other patient experience surveys within the system
- Delivers significant and measurable business results by leading complex strategic process improvement projects, and coaching process improvement projects at the department level
- Serves as a coach, developer and guide, and serves as an internal process performance consultant to function and interface with physicians, directors, managers, and clinical educators
- Disseminates information, drives standardization and collaboration, resolving issues, and leading teams to identify and improve key performance metrics
- Serves as a liaison between the department and clinical service line teams, representing the resources of the department and providing specialist knowledge in assigned area of expertise
- Ultimately responsible for patient perception measurement programs with give Johnston Health a competitive edge in the healthcare market
- Assists Executive levels with survey results interpretation and applications
- Educates and represents patient satisfaction interests to various groups across the Johnston Health service spectrum to assure organization maintains consistent and quality patient satisfaction research practices
- Develops strategies and tactics for implementation of service excellence goals by assessing and trending patient perception of care results
- Coaches leaders in identifying opportunities for service enhancements and resolving any service issues
- Provide input about new and ongoing service excellence processes to ensure alignment with Johnston Health strategies and goals
- Collaborates with clinical leadership concerning clinically specific service excellence initiatives to ensure alignment with Johnston Health strategies and goals
- Oversees budgetary recommendations regarding service excellence and organizational development needs
- Oversees on-going communication and follow-through of Johnston Health's Patient Experience Program
- Oversees distribution and presentation of patient perception of care results to Johnston Health leadership
- Leads meetings and is involved with committees regarding patient perception of care surveys and service excellence improvement initiatives
- Leads process improvement initiatives ensuring initiative alignment with business vision and strategy, and provides coaching and guidance to process improvement team.
Accreditation Programs Coordinator
UNC HEALTH JOHNSTON
06.2011 - 01.2020
- Maintains the operations and compliance requirements for Cancer Accreditation according to the Commission on Cancer and National Comprehensive Cancer Network Clinical Practice Guidelines
- Manages the American College of Radiology Lung Cancer Screening Registry
- Manages the operations and processes of cancer conferences and ensure compliance
- Evaluates performance benchmarks and establishes review metrics for future tracking
- Creates reports detailing findings and recommendations
- Utilizes knowledge of data modeling and statistical analysis to note trends and draw conclusions
- Collects, organizes and inputs information into digital databases
- Ensure the Multidisciplinary Cancer Committee focuses on critical understanding of the cancer program's need to provide optimal solutions
- Supported department staff by performing a wide range of administrative tasks
- Prepared month end closing entries for detailed reporting and record-keeper
- Collaborates extensively with surveyors during accreditation survey processes
- Collaborates with multidisciplinary healthcare teams to provide comprehensive care
- Delivered administrative support to drive organizational objectives and patient care goals.
Senior Quality Information Specialist
Q-CENTRIX
10.2019 - 01.2021
- Apply specialized, clinical knowledge to hospital partners: categorize, code, summarize, interpret and calculate registry/case information from nuanced, patient medical records
- Ensure quality submission of all data in specified registries or measure data repositories, maintaining a high accuracy threshold
- Prioritize, organize, and meet tight deadlines for multiple concurrent tasks and team requests; uses tact and judgement to manage expectations, flag obstacles and propose solutions in a timely manner
- Navigate new technical systems: electronic medical records (EMR) and registry/case entry tools; use team resources to troubleshoot technical issues with systems and applications with a focus on solutions
- Contribute to team best practices, data dictionaries, abstraction guidelines, and other business rule documents; identifies process improvement opportunities to help streamline tasks and processes
- Keeps up to date on mandated regulatory/publicly reported data requirements as specified by federal, state, payer and other agencies
- Solution-specific management of hospital(s) data and maintaining a 97% or higher quality element match of data when abstracting
- Verify and enhance the data before presenting it to hospital partners for review in an easy-to-understand dashboard or report before submission to third parties like CMS, NCDR and others.
Emergency Room Receptionist
UNC HEALTH JOHNSTON (AKA JOHNSTON MEMORIAL HOSPITAL)
06.1999 - 08.2004
- Submitted diagnosis and procedure codes for insurance companies
- Collected information, verified insurance and collected co-payments for patients each day
- Prepared patients' medical charts and ensured patient filled out paperwork accurately and in full
- Gathered patient records for provider
- Registered EMS patients
- Organized and maintained records by updating and obtaining both personal and financial information from patients
- Ensured patient confidentiality by making sure health information was secured
- Supported ED Nurse Coordinator and Director in managing operational workflow
- Answered phones and performed clerical functions
- Answered inquiries concerning standardized policies, procedures and regulations
- Oversaw the organization, filing and retrieval of records
- Responded to telephone inquiries from patients, hospital staff and EMS
- Organized files, developed spreadsheets, faxed reports and scanned documents
- Maintained electronic and paper files
- Greeted visitors and appropriately directed to designated areas; answered phone calls quickly and efficiently
- Maintained reception area in orderly manner to provide visitors with a positive first impression of the Emergency Department.
Emergency Medical Technician Intermediate
JOHNSTON COUNTY EMERGENCY MEDICAL SERVICES
01.1999 - 08.2004
- Evaluated patient care procedural changes for effectiveness
- Ensured proper entry and processing of patient prescriptions in EMS chart
- Ensured smooth transition of patients into new environment
- Conducted equipment inspections and vehicle checks in adherence with required maintenance schedules
- Assessed emergency situations and prioritized medical care accordingly
- Demonstrated dedication to providing quality care through continued training and education
- Monitored patients from scene to hospital transfer and performed necessary in-transit care
- Operated emergency vehicles with a focus on safety and efficiency while in transit
- Executed reasoned and logical decision making in emergent situations
- Notified fire dispatchers of supply needs and to detail difficulties encountered
- Maintained supplies and materials on rescue vehicles
- Established and met objectives for improving organizational effectiveness
- Cooperatively and supportively interacted with coworkers and supervisors
- Completed continuing education classes in rescue and emergency services
- Planned and organized mutual aid programs, projects and activities with representatives of the state and other agencies
- Presented departmental policies, strategies and programs to city administrators as required
- Prepared reports of fires, accidents and emergencies for accurate transfer of information
- Cooperated with internal audit, compliance and HR departments on compliance and legal issues.
Education
DHA - Health Administration
Walden University
11.2023
MHA, MSL - Health Administration & Organizational Leadership
Pfeiffer University
12.2020
Bachelor of Science - Health Services Management
East Carolina University
05.2018
Associate of Science -
Johnston Community College
05.2015
EMT-I Certification - Emergency Medical Technician - Intermediate Level
Johnston Community College
01.2001
Skills
- Managing Operations & Efficiency
- Business Administration
- Project Management
- Contract Management
- Change Management
- Staff Management
- Customer Relationship Management
- Time Management
- Performance Management
- Financial Management
- Computer Programs Proficiency
- Computer Skills
- Microsoft Office
- Government Relations
- Databases & Technology Proficiency
- Reporting & Presentation Skills
- Reports Generation & Analysis
- Contract Drafting, Review, & Negotiation
- Leading Quality & Service
- Organization-Wide Goal Setting & Improvement Initiatives
- Key Performance Indicators
- Procedure Standardization
- Process Improvement
- Work Planning & Prioritization
- Project Planning
- Strategic Planning
- Policy Implementation
- Budget Control
- Complex Problem-Solving
- Expectation Setting
- Personal & Professional Integrity
- Interpersonal Skills
- Self-Discipline
- Verbal & Written Communication
- Critical Thinking Proficiency
- Negotiation
- Decision-Making
- Cultural Awareness & Sensitivity
- Health & Wellness Expertise
- Onboarding & Orientation
- Mentoring & Coaching
- Staff Training & Development
- Teamwork & Collaboration
- Relationship & Team Building
- Cross-Functional Teamwork
- Performance Evaluations
- Customer Relationship Management (CRM)
- Team Leadership
- Strong Clinical Judgment
- Conflict Resolution
- Individual Instruction
Websites
Professional References
- DR. CRAIG CARTER: (919) 818-8335, UNC Health Johnston
- DR. JEFFREY JONES: (252) 230-9801, Carolina Radiology Consultants
- CASEY NUNNERY: (919) 631-0355, UNC Health Johnston
- ASHLEY CANADA: (919) 915-4642, UNC Health Johnston
Activities
- East Carolina University Alumni Association
- National Honor Society - Phi Theta Kappa (2009 - 2015)
- National Honor Society - Sigma Alpha Lambda (2015 - 2018)
- National Honor Society - Upsilon Phi Delta (2020 - current)
- Golden Key International Honor Society (2022 - current)
- Member of Association of Community Cancer Centers
- Member of the American College of Healthcare Executives
Timeline
Manager, Patient Experience / HCAHPS Authority / Customer Relations
UNC HEALTH JOHNSTON
01.2020 - Current
Senior Quality Information Specialist
Q-CENTRIX
10.2019 - 01.2021
Accreditation Programs Coordinator
UNC HEALTH JOHNSTON
06.2011 - 01.2020
Emergency Room Receptionist
UNC HEALTH JOHNSTON (AKA JOHNSTON MEMORIAL HOSPITAL)
06.1999 - 08.2004
Emergency Medical Technician Intermediate
JOHNSTON COUNTY EMERGENCY MEDICAL SERVICES
01.1999 - 08.2004
DHA - Health Administration
Walden University
MHA, MSL - Health Administration & Organizational Leadership
Pfeiffer University
Bachelor of Science - Health Services Management
East Carolina University
Associate of Science -
Johnston Community College
EMT-I Certification - Emergency Medical Technician - Intermediate Level
Johnston Community College