Carla Iverson
BANKS,OR
Summary
To find a management position in the healthcare field that offers opportunity to provide excellent customer service, build relationships, make a difference in the community, and contribute to the success of the healthcare system.
Overview
23
23
years of professional experience
Work History
Clinical Program Coordinator
Providence Orthopedic Institute
06.2014 - Current
- Responsible for maintaining Joint Commission Disease Specific Care Certifications (DSC) at Providence Portland Medical Center and Providence St. Vincent Hospital
- Lead Disease Specific Care Certification (DSC) teams for Providence Portland Medical Center and Providence St. Vincent Medical Center
- Perform data analysis and reporting of 16 performance measures to Joint Commission
- Collaborated with development of total joint care pathway
- Collaborated on roll out and updates of total joint care pathway to surgeons
- Built and maintained open lines of communication between surgeon office staff, surgeon, orthopedic unit, short stay, and rehab department
- Built strong relationships with patients and families for optimized care satisfaction
- Deliver high-quality patient education on multiple platforms such as educational videos, handbook content and patient facing rehabilitation handouts
- Partner with quarterly Orthopedic section meetings
- Partner with quarterly surgeon bundle meetings
- Collaborated with Providence Orthopedic and Sports Medicine Institute and other regional ministry orthopedic team members to revise and standardize total joint replacement book to be used at system level
- Collaborated Providence Orthopedic and Sports Medicine Institute regarding Medicare rules, total shoulder focus group, and patient classifications
- Mentored new clinical staff members for proper onboarding and orientation processes
- Set up educational programs for clinical staff to enhance skills and knowledge
Supervisor
St. Vincent Surgical Services
Portland, Oregon
12.2005 - 06.2014
- Responsible for aligning goals of Pre-Admit Clinic with all Surgical Services departments to increase operating room efficiency, increase patient and employee satisfaction, and ensure positive surgical outcomes
- Responsible for collaborating with hospital administration, hospitalist, surgeons, and surgical services to develop Peri Operative clinic for high-risk surgical patients
- Facilitator and team member for H
- Works Preoperative process improvement team
- Build and maintain open lines of communication between Surgeon Office Staff and Surgical Services
- Six Sigma Lean Projects-First case on time starts; Reduction of hospital based CAUTI
- IMRI FMEA team member
- Responsible for daily operations of Pre-Admit Clinic, including monthly unit meetings, stewardship of resources, payroll, and evaluations
- Collaborated with co-medical directors of peri-operative medicine program to provide oversight, leadership, and supervision of peri-operative medicine program and pre-admit clinic
- Supervise 12 employees, including RN’s, Access Services, and Support Staff
- Promote positive relationships with other hospital departments to ensure effective teamwork
Manager
Chair Service Excellence, PMG/Recruitment and Staffing
Portland, Oregon
03.2004 - 12.2005
- Responsible for aligning department goals with vision of PMG and PHS
- Maintained excellent communication with PMG clinics to promote effective teamwork, respect, and trust
- Maintained well trained staff and adequate staffing levels to provide excellent service to clinics
- Build and maintain effective partnerships with clinic management teams
- Managed 80 employees, including physicians, RN’s, recruitment supervisor, patient relations representatives, medical assistants, phlebotomists, medical lab technologist, and radiology technicians
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
- Implemented weekly leadership, and monthly all staff meetings
- Managed and motivated employees to be productive and engaged in work
- Accomplished multiple tasks within established timeframes
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground
- Cross-trained existing employees to maximize team agility and performance
- Onboarded new employees with training and new hire documentation
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions
- Evaluated employee performance and conveyed constructive feedback to improve skills
- Maintained professional, organized, and safe environment for employees
Front Office Staff Supervisor
PMG/Columbia Women’s Clinic
Portland, Oregon
07.2000 - 03.2004
- Supervise 14 employees, including billing surgery coordinators, front office reception, referral desk, and medical records
- Established weekly front office staff meetings and monthly all staff meetings
- Performed payroll, corrective action, employee evaluations and ordering office supplies
- Responsible for provider schedules and scheduling templates, coordinated physician committees and committee meetings
- Oversight of open capacity; work with providers and staff to decrease open capacity
- Skilled at working independently and collaboratively in team environment
- Self-motivated, with strong sense of personal responsibility
- Managed time efficiently in order to complete all tasks within deadlines
- Demonstrated respect, friendliness and willingness to help wherever needed
- Excellent communication skills, both verbal and written
- Passionate about learning and committed to continual improvement
- Developed and maintained courteous and effective working relationships
- Worked well in a team setting, providing support and guidance
Education
Bachelor of Science - General Studies, Psychology
Portland State University
1995
Skills
- SKILLS AND ATTRIBUTES
- LEAN Green Belt certified
- Accelerated Change Management
- Crucial Conversations
- Building Effective Teams
- Leadership for Results
- CITI trained
- Joint Commission certification experience
- Microsoft Word, Excel, PowerPoint, Power BI, and Outlook
- Strong work ethic
- Motivated
- Staff Development
- Patient education
- Patient relationship management
- Clinical Quality Improvement
- Process improvements
Timeline
Clinical Program Coordinator
Providence Orthopedic Institute
06.2014 - Current
Supervisor
St. Vincent Surgical Services
12.2005 - 06.2014
Manager
Chair Service Excellence, PMG/Recruitment and Staffing
03.2004 - 12.2005
Front Office Staff Supervisor
PMG/Columbia Women’s Clinic
07.2000 - 03.2004
Bachelor of Science - General Studies, Psychology
Portland State University
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