Cassandra Archer
Milford,OH
Summary
Experienced executive healthcare operations leader with a track record of driving business growth and operational success in large physician networks and hospital systems. Skilled in optimizing patient and family experience, employee engagement, and utilizing process improvement tools to enhance operational efficiency, financial performance, and quality outcomes.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Assistant Vice President of Operations
Cincinnati Children’s Hospital Medical Center
07.2024 - Current
- As AVP of Operations for Ambulatory Sub-Specialties, I oversee 14 pediatric specialty locations across the region, in partnership with more than 40 divisions.
- I drive initiatives that align with institutional goals, focusing on access, quality, wellness, patient and family experience, and operational excellence.
- Key responsibilities include leading access improvement strategies, Epic medical record refuel, quality enhancement, and space management.
- I co-chair the Patient and Family Experience Steering Committee, advancing innovative solutions that support growth, including partnerships and the development of new locations.
- I champion Lean initiatives to optimize financial performance, reduce waste, and improve efficiency.
- Known for cultivating trust and collaboration, I enhance employee and provider engagement, fostering a culture that drives exceptional outcomes and strengthens the patient and family experience.
- Supported Executive Team in reviewing, identifying, and prioritizing strategic initiatives.
Practice Director
Cincinnati Children’s Hospital Medical Center
09.2021 - 07.2024
- Responsible for leading and directing operational directives of pediatric primary care practices under the Community Health Services Network.
- Oversees more than 40 providers and 50 direct/indirect reports across 13+ locations and $25M in Revenue.
- Successfully integrate new practice acquisitions into the network and ensure the highest clinical care and patient experience is delivered consistently across all locations.
- Design strategy, leadership, performance, and process improvement initiatives in alignment with system population health goals and metrics.
- Liaison to physicians, patients, and employees at all levels to ensure that a culture of patient first, the highest quality team-based care, and servant leadership is nurtured.
- Mentor leaders, co-workers, and providers and facilitate leadership development.
- Project portfolio includes: Strategic Growth Planning, Space Projects, Primary Care Access WIG, Provider Onboarding & Departing, Primary Care Strategy Core Team, Primary Care Digital Marketing Transformation, Leader Standard Work, Career Ladder Development, Network Communication Plan Implementation, KPI Dashboard Development, Provider & Employee Engagement, and Policy and Procedure development.
- Actively completing the Advanced Improvement Methods (AIM) course through Cincinnati Children’s Hospital.
PPG Director of Practice Operations
Parkview Health
12.2018 - 09.2021
- Responsible for leading and directing operational directives of the Women and Children’s Service Line, including OBGYN, Advanced Perinatal Care, Urogynecology, Pediatric Specialties, and Neonatology.
- Ensure the highest clinical care and patient experience is delivered consistently across all specialties and locations.
- Execute leadership, performance, and process improvement initiatives in alignment with system and service line goals and metrics.
- Liaison to physicians, patients, and co-workers at all levels to ensure that a culture of patient first, the highest quality team-based care, and servant leadership is nurtured.
- Recruit, onboard, and operationalize new services and expand services for existing practices.
- Network with leaders from across the system to partner on quality and experience initiatives to better serve patients and families.
- Mentor leaders, co-workers, and providers and facilitate leadership development.
- Serve as the Women & Children’s service line Patient Experience champion and lead experience improvement initiatives.
- Process improvement projects include leader standard work, clinical and non-clinical workflow optimization, access initiatives, and clinical integration quality goals.
- Operationalized the new PRMC Developmental Center of Excellence, Complex Care Model of Care, and Adult Congenital Clinic.
- Completed the Intermediate Improvement Science Series (I2S2) through Cincinnati Children’s Hospital in 2020 and Parkview Leadership Institute (PLI) in 2019.
PPG Primary Care Clinic Manager
Parkview Health
01.2015 - 12.2018
- Responsible for overall practice leadership, quality outcomes, care delivery, management, and financial performance of the practice.
- Collaborates with senior leadership, physicians, and peers to develop policies, procedures, and programs compatible with strategic goals and objectives.
- This includes creating and carrying out action plans to meet quality initiatives.
- Develop education and training for staff, providers, and new managers.
- Participated in several improvement initiatives including a VSA for Retention of co-workers, RIE for Provider Onboarding, and provided mentoring and training to new managers.
- Successfully completed 5S for supplies and the exam rooms and implemented new workflows to improve the patient experience, quality of care, and efficiency.
- Oversaw multiple projects and improvement initiatives including a Building Refresh Construction Project, Clinical Integration Population Health, Access Center Projects, and Policy and Procedure Development.
Patient Access Supervisor
Lutheran Hospital of Indiana
07.2012 - 01.2015
- Provide effective supervision to associates in multiple areas of responsibility.
- Plan and implement training for staff to ensure optimum education and quality control.
- Collaborate with ancillary departments to ensure timely flow of services and coordination of patient service.
- Monitor and evaluate efficiency to meet or exceed service goals and quality standards.
- Participated in multiple Lean Initiatives and process improvements including a project for Patient Throughput which significantly reduced patient wait times by improving flow, combining access points, and creating standard work.
- Completed Lutheran Leadership Institute and achieved Six Sigma Yellow Belt certification.
Patient Financial Advocate
St. Joseph Hospital
11.2008 - 07.2012
- Conduct patient interviews to obtain registration information.
- Complete required forms and obtain signatures.
- Enter demographic data and insurance information in computer system.
- Explain insurance benefits and patient financial responsibilities, collect applicable co-pays and co-insurance, and set up payment plans.
- Provide exceptional patient and family experience by cultivating relationships and performing service recovery.
- Coordinate care across multiple departments to ensure patient safety, quality of care, and experience.
- Complete daily reports and audits as assigned by leadership.
- Designated as trainer to new hires and continuing education to current employees.
Education
MASTER OF BUSINESS ADMINISTRATION -
Trine University
Angola, IN07.2017
Bachelor of Science - Business Administration And Management
Trine University
Angola IN08.2012
Skills
- Executive Healthcare Operations
- Quality and Process Improvement
- Advanced Financial Oversight
- Cross-Functional Coordination
- Culture Transformation
- Project Management
- Team Leadership and Coaching
- Strategic Partnerships and Recruitment
Accomplishments
- Increased overall Patient & Family Experience scores from 91% to 91.4% in FY25 —impacting over 50,000 additional patients with improved satisfaction.
- Decreased 3rd Next Available in FY25 for New Patient Appointments by 10% through divisional partnership and template optimization.
- Decreased 3rd next available in FY 24 for well child visits from 16 days to 7 days and reduction of provider cancellations by 19% through template and scheduling system optimization.
- Developed system level KPIs, site-based performance dashboards, and individual provider scorecards to monitor operations, drive accountability, and inform decision-making.
- Created strategic Decision Support Metrics to guide division-level growth planning and investment prioritization.
- Provide operational leadership for multiple high-impact construction and expansion efforts across the system.
- Recruitment of new providers, successful implementation of multiple practice acquisitions.
- Developed a comprehensive implementation guide for onboarding of new providers and acquisitions.
- Implementation of call center technology and phone tree optimization for an improved patient and family experience and increased staff efficiency.
Activities
- Member of the American College of Healthcare Executives
- Member of the Patient Access Collaborative
- Member of Medical Group Management Association
- Member of the American Medical Group Association
- Active volunteer for Cincinnati Children’s Hospital Medical Center
Certification
- Fellow of the American College of Healthcare Executives
- Advanced Improvement Methods, Cincinnati Children's Hospital Medical Center - 2024
- Intermediate Improvement Science Series, Cincinnati Children's Hospital Medical Center - 2020
- Leadership Development Institute, Parkview Health - 2018
- Virginia Mason Lean Management System, Parkview Health - 2016
- Lean Six Sigma Yellow Belt, Lutheran Health Network - 2011
Timeline
Assistant Vice President of Operations
Cincinnati Children’s Hospital Medical Center
07.2024 - Current
Practice Director
Cincinnati Children’s Hospital Medical Center
09.2021 - 07.2024
PPG Director of Practice Operations
Parkview Health
12.2018 - 09.2021
PPG Primary Care Clinic Manager
Parkview Health
01.2015 - 12.2018
Patient Access Supervisor
Lutheran Hospital of Indiana
07.2012 - 01.2015
Patient Financial Advocate
St. Joseph Hospital
11.2008 - 07.2012
MASTER OF BUSINESS ADMINISTRATION -
Trine University
Bachelor of Science - Business Administration And Management
Trine University
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