Christina Thomas
Kansas City,MO
Summary
Strategic, organized, and detail-oriented individual with background in speech and language pathology, account management, and process improvement. Experience includes 13 years as a clinician in diverse settings of healthcare including acute care, skilled nursing facilities, outpatient and home health. Enthusiastic about patient care, driving patient centered outcomes, and maintaining quality and regulatory compliance. Collaborative leader and team player with demonstrated success in building, coaching and directing cross-functional teams to maximize outcomes.
Overview
15
15
years of professional experience
Work History
Sr Support Services Owner/Service Delivery Manager
Oracle
08.2022 - Current
- Trusted consultant and advisor for clients for reference accounts and key clients to ensure quality delivery of support services.
- Proactively identify at-risk accounts and execute action plans to drive improved customer support.
- Manage client escalations and track issues requiring executive attention to resolve.
- Present data-driven recommendations and insights to key client partners, contributing to improved customer success in areas of support with reduced support tickets logged, improved turnaround time, and improved product experience.
- Conduct regular working sessions and executive briefings, fostering customer engagement and improved product support
- Analyze quantitative data using Power BI and other Oracle data tools to identify defects and optimization opportunities, leading to measurable improvements.
- Develop consultative relationships with clients, understanding their business models, goals, and KPIs to provide actionable insights and recommendations.
- Act as change management owner utilizing ITIL best by practices.
Clinical Rehab Specialist/Clinical Liaison
HCA
01.2022 - 08.2022
- Collaborated with case management and utilized referral tracking systems (NaviHealth, AllScripts) to achieve monthly admission targets.
- Developed and maintained positive working relationships with multidisciplinary teams to maximize outcomes.
- Utilized EMR and tracking systems to analyze data and identify post-acute care needs in order to improve patient outcomes.
- Delivered daily budget and referral updates to key stakeholders.
- Educated and trained potential rehab candidates and families on referral process and post acute opportunities.
Speech Language Pathologist
Choice Rehabilitation
11.2019 - 01.2022
- Conducted evaluations and maintained regulatory requirements for Medicare, Medicaid and other insurances.
- Demonstrated adaptability while working in multiple facilities, fostering positive relationships with colleagues in diverse environments.
- Effectively communicated plans of care, progress and other needs with patients, families/caregivers and multidisciplinary team.
- Monitored the quality of clinical services and ensured ethical and compliant care delivery.
- Screened, assessed, and provided treatment for cognitive communication, voice, and swallowing disorders.
Solution Analyst
Cerner
03.2020 - 10.2021
- Investigated service requests using troubleshooting tools, gathered information, and tested workflows.
- Prioritized and planned issue resolutions, triaged and escalated issues as needed.
- Collaborated with multiple teams in a fast-paced environment.
- Trained and educated clients on recommended workflows and best practices.
- Developed solution specific onboarding program to ensure utilization of best practices for new hires.
- Achieved 100% client satisfaction for year 2020.
Speech Language Pathologist
Aegis Therapies
03.2016 - 10.2019
Speech Language Pathologist
Encompass Home Health And Hospice
09.2017 - 08.2018
Traveling Speech Language Pathologist
Jackson Therapy
07.2015 - 01.2016
SLP/Director of Rehab
Life Care Centers Of America
06.2009 - 06.2015
- Managed fiscal budget for therapy department.
- Collaborated with therapists to maintain clinical excellence and customer service.
- Implemented measures to positively impact customer service survey results.
- Conducted weekly UR meetings while effectively managing RUG utilization and weekly care plans.
- Directed administrative and personnel needs for the rehabilitation department of a skilled nursing facility to provide quality care.
- Monitored the quality of clinical services and ensured ethical and compliant care delivery.
Education
Master of Science - Speech Language Pathology
Rockhurst University
Kansas City, MO05.2009
Bachelor of Science - Communication Sciences And Disorders
Missouri State University
Springfield, MO05.2007
Skills
- Managing multi-disciplinary teams
- Data analysis
- Budget Management
- Training and development
- Process improvement
- Executive presentations
- Relationship development
- Strategic planning
- Patient-centered outcomes
Timeline
Sr Support Services Owner/Service Delivery Manager
Oracle
08.2022 - Current
Clinical Rehab Specialist/Clinical Liaison
HCA
01.2022 - 08.2022
Solution Analyst
Cerner
03.2020 - 10.2021
Speech Language Pathologist
Choice Rehabilitation
11.2019 - 01.2022
Speech Language Pathologist
Encompass Home Health And Hospice
09.2017 - 08.2018
Speech Language Pathologist
Aegis Therapies
03.2016 - 10.2019
Traveling Speech Language Pathologist
Jackson Therapy
07.2015 - 01.2016
SLP/Director of Rehab
Life Care Centers Of America
06.2009 - 06.2015
Master of Science - Speech Language Pathology
Rockhurst University
Bachelor of Science - Communication Sciences And Disorders
Missouri State University
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