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Carol Mills
Livonia,MI
Work Preference
Summary
Dynamic Clinical Quality Consultant with a proven track record at Vivify Health, enhancing customer satisfaction through strategic quality management and operational excellence. Skilled in developing training programs and fostering strong partnerships, I leverage excellent communication and adaptability to drive continuous improvement and achieve impactful results in healthcare education and service delivery.
Results-driven quality professional skilled in ensuring compliance and enhancing operational efficiencies. Background includes driving process improvements and fostering culture of continuous quality enhancement. Strong emphasis on team collaboration and adaptability to meet evolving organizational needs.
Overview
16
16
years of professional experience
Work History
Clinical Quality Consultant and Trainer
Vivify Health (a Part of Optum)
09.2018 - Current
- Enhanced customer satisfaction through timely resolution of complaints and implementation of corrective actions.
- Assisted management in establishing long-term strategic goals related to overall product quality and customer satisfaction levels.
- Developed training programs to enhance employees'' understanding of quality standards and expectations.
- Partnered with sales and marketing teams to gather customer feedback, translating this information into actionable insights for continuous product improvement.
- Conducted risk assessments to minimize potential quality issues, ensuring product safety and compliance with industry regulations.
- Collaborated with cross-functional teams to develop new products that met or exceeded customer requirements and expectations.
Director of Clinical Education
Trinity Home Health Services
05.2015 - 08.2018
- Developed, implemented, evaluated and revised programs of orientation, in-service training and continuing education for nursing personnel.
- Leveraged technology platforms for improved communication and collaboration between students, faculty, and clinical partners.
- Facilitated interdisciplinary collaborations between departments for enhanced educational experiences that reflected real-world healthcare environments.
- Enhanced clinical education quality by implementing evidence-based teaching methodologies and innovative technologies.
- Collaborated with departments, assessed educational needs of staff and implemented needed in-servicing and education.
- Evaluated program effectiveness using data-driven assessments, making continuous improvements based on feedback from students, faculty, and external stakeholders.
- Secured grant funding for projects focused on innovative approaches to clinical education and care delivery. Created Geriatric Care Management Program, positioning the system as a leader in the field.
- Oversaw system-wide education, supported evidence-based practice and achieved educational outcomes through safe, focused care.
Director of Customer Service and Central Intake
Trinity Home Health Services
01.2010 - 05.2015
- Managed customer service effectiveness by monitoring performance and assessing metrics.
- Built strong relationships with field operations team to support business development opportunities and improve service.
- Audited customer support procedures and collaborated regionally to promote standardization across offices.
- Established clear communication channels within the department, fostering a positive work environment that encouraged collaboration and innovation.
- Developed customer service scorecards to measure customer service performance.
- Mentored junior team members, providing guidance on career development and fostering a culture of continuous learning within the department.
- Streamlined call center operations for improved efficiency and reduced wait times.
- Collaborated with cross-functional teams for smooth running of customer service operations.
- Managed customer service representative team, providing ongoing training and support to continuously improve team performance.
Education
Master of Science - Health Services Administration
University of Detroit Mercy
Detroit, MIBachelor of Science - Nursing
Eastern Michigan University
Ypsilanti, MISkills
- Customer satisfaction
- Operational excellence
- Customer service
- Continuous improvement strategies
- Cultivating strong partnerships
- Quality management system implementation
- Documentation review
- Client-focused consulting
- Create and provide training system for new products
- Strategic decision-making abilities
- Excellent communication
- Adaptability and flexibility
- Intrinsic motivation
Accomplishments
Extensive expertise in program development and implementation.
Developed the onboarding and quality training program for Vivify Health employees.
Developed and implemented Vivify University within 6 months of starting at Vivify Health. Vivify University is the online learning management system designed to educate new users to the remote patient monitoring platform.
Designed, implemented and managed the Central Intake Call Center for a multi-state home and hospice company.
Developed, implemented and managed the Geriatric Care Management Program for a multi-state home care and hospice company.
Developed and implemented Rehabilitation Program for at Home Care for spinal cord injury patients.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification
Held previous certifications in multiple areas.
Certified Rehabilitation Registered Nurse from Dec 1986 until 2024.
Certified Health Safety Professional from June 2000 until 2018.
Certified Geriatric Care Manager
Interests
Learning all I can about AI
Timeline
Clinical Quality Consultant and Trainer
Vivify Health (a Part of Optum)
09.2018 - Current
Director of Clinical Education
Trinity Home Health Services
05.2015 - 08.2018
Director of Customer Service and Central Intake
Trinity Home Health Services
01.2010 - 05.2015
Master of Science - Health Services Administration
University of Detroit Mercy
Bachelor of Science - Nursing
Eastern Michigan University