Cherie Hall
Hardy,Virginia
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
25
25
years of professional experience
Work History
Business Relationship Director
Carilion Clinic
06.2019 - Current
- Trusted advisor for executive leaders on technology initiatives, aligning business unit strategies with technology functions.
- Facilitated cross-functional collaboration for improved decision-making processes within the organization.
- Proactively identified potential risks and implemented mitigation strategies to minimize negative impacts on projects or business operations.
- Leveraged professional networks and industry knowledge to strengthen client relationships.
- Boosted client satisfaction rates through exceptional relationship management and prompt resolution of issues.
- Championed corporate social responsibility initiatives that enhanced the company''s reputation in the community and industry at large.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
Manager, Clinical Safety Systems
Carilion Clinic
08.2017 - 06.2019
- Led system strategies to promote a culture of safety and reliability
- Led daily operations, policy development, and staff education on adverse patient event reporting system.
- Managed and motivated employees to be productive and engaged in work.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Senior Operations Analyst, Clinical Risk Management
Carilion Clinic
04.2017 - 08.2017
- Documented, investigated, and resolved organizational risks, ensuring compliance and timely correspondence with federal/state/local regulations
- Identified system-related issues through patient/visitor data, developed policies, and provided reports for improvement planning
- Led development of patient feedback management module, guiding implementation in the Clinical Risk Management Department.
- Reviewed process failures and determined root causes.
- Evaluated existing systems to recommend updates or replacements based on performance metrics and business needs.
- Boosted process automation, utilizing innovative technology solutions for increased efficiency.
- Championed continuous improvement efforts by identifying inefficiencies, developing recommendations for change, and supporting implementation activities as needed.
- Provided expert guidance in the development of new policies, procedures, and guidelines related to operational activities.
- Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
- Developed written documents and reports related to programs and operations.
Patient Advocate
Carilion Clinic
09.2010 - 04.2017
- Provided front-line organizational risk management, addressing complaints and grievances for patients and visitors
- Prepared draft correspondence from CEO and other leaders in response to grievances from regulatory agencies and patients.
- Responded to patient concerns and questions with compassionate and knowledgeable service.
- Provided emotional support to patients and families during challenging medical situations, fostering trust and rapport.
- Managed patient complaints professionally and efficiently while maintaining strict adherence to HIPAA regulations.
- Educated patients on available resources and community programs, increasing their access to needed services.
- Entered details into computer systems and managed database of information.
- Facilitated communication between patients, families and healthcare providers to support comprehension.
- Liaised between patients and medical staff, facilitating effective communication of needs, preferences, and treatment plans.
- Worked effectively with staff from all departments to coordinate resolutions.
- Advocated for patient rights and access to support resources in healthcare settings.
- Identified opportunities for improvement in hospital policies that directly impacted patient experience.
- Collected and analyzed patient feedback to evaluate quality of care.
- Secured patient information and confidential medical records in compliance with HIPAA privacy rule standards to protect patient's privacy.
- Stayed calm under pressure to and successfully dealt with difficult situations.
- Providing excellent customer service by promptly answering patient inquiries.
- Utilized knowledge of electronic medical record systems and medical terminology to perform diverse data entry tasks.
- Trained new staff on hospital processes and procedures.
Executive Director
Conflict Resolution Center
06.2008 - 06.2009
- Program, policy, board development, grant management, fundraising, marketing
- Representative to various regional and national groups and organizations.
- Worked closely with organizational leadership and board of directors to guide operational strategy.
- Oversaw financial management, ensuring fiscal responsibility and long-term sustainability for the organization.
- Guided staff through periods of organizational change, maintaining morale and engagement during transitions.
- Built relationships with donors, government officials and other organizations to secure funding and support for organization.
- Represented organization to local public by giving presentations and speeches and participating in community events.
- Collaborated with external organizations including non-profits, businesses and government agencies to create mutually beneficial partnerships.
- Evaluated program outcomes using data-driven metrics, identifying areas for improvement and implementing targeted interventions.
- Set organizational goals and objectives to guide and direct company focus and achieve mission fulfillment.
- Created succession plans to provide continuity of operations during leadership transitions.
- Directed technological improvements, reducing waste and business bottlenecks.
Director of Development
Southern Virginia Child Advocacy Center
01.2008 - 06.2008
- Assisted Executive Director and grant staff in obtaining grants and securing donations
- Implemented marketing and fundraising initiatives, managing Board and volunteer fundraising teams.
- Enhanced donor relationships with personalized communication plans and regular updates on project progress.
- Strengthened relationships with existing donors through timely acknowledgment letters, reports on funded projects, and invitations to participate in exclusive events.
- Created detailed customer database to improve consumer relations and streamline customer outreach initiatives.
Director of Operations & Development
Franklin County Family YMCA
09.1999 - 12.2007
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Developed systems and procedures to improve operational quality and team efficiency.
- Oversaw successful implementation of operational strategies and policies to drive organizational growth and productivity.
- Conducted regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Mentored and coached team members to foster productive and engaging work environment.
- Defined, implemented, and revised operational policies and guidelines.
- Drove revenue growth through the identification of new market opportunities and the expansion of existing products/services offerings.
- Contributed to talent acquisition efforts by participating in recruitment activities, identifying top candidates and facilitating smooth onboarding processes.
- Assisted in recruiting, hiring and training of team members.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Partnered with contract/design/build team on successful development of the Essig Youth Center and Smith Mountain Lake YMCA.
Education
Master of Science - Management and Leadership
Western Governor's University
Bachelor of Arts - Healthcare Management
Concordia University of Chicago
ITIL 4 Certified -
AXELOS Global Best Practice
Skills
- Effective Leader
- Relationship Building
- Process Improvement
- Customer Service
- Project Management
- Issues Resolution
- Negotiation
- Charismatic Leader
- Business Administration
- Information Technology Management
Selected Achievements
- Collaborated with department chair and vice president in development of multispecialty children’s clinic integrating cohesive reception, workspace design, and custom call center.
- Partnered with human factors, process improvement, quality, and risk management teams to lead the successful development and implementation of a collaborative adverse patient event processing and tracking system.
- Collaborated with Riskonnect, Inc. to develop a patient feedback management platform, transitioning the clinical risk management department from paper to a digital complaint/grievance management system.
Superpower
Building community by establishing meaningful connections with staff, clients, and leaders.
Timeline
Business Relationship Director
Carilion Clinic
06.2019 - Current
Manager, Clinical Safety Systems
Carilion Clinic
08.2017 - 06.2019
Senior Operations Analyst, Clinical Risk Management
Carilion Clinic
04.2017 - 08.2017
Patient Advocate
Carilion Clinic
09.2010 - 04.2017
Executive Director
Conflict Resolution Center
06.2008 - 06.2009
Director of Development
Southern Virginia Child Advocacy Center
01.2008 - 06.2008
Director of Operations & Development
Franklin County Family YMCA
09.1999 - 12.2007
Master of Science - Management and Leadership
Western Governor's University
Bachelor of Arts - Healthcare Management
Concordia University of Chicago
ITIL 4 Certified -
AXELOS Global Best Practice
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