Dominique Greer

Manage program operations for Enhanced Staffing Solutions (ESS), a startup company utilizing an Internal Resource Pool (IRP), allowing Rochester Regional Health System (RHHS) substantial cost-savings while providing competitive pay structure to its clinical staff of Registered Nurses (RNs).
▪Facilitate change impact analysis, offering comprehensive understanding of current to future state processes, systems, and relationships; facilitate system demonstration, workflow review, formal communications, and focus groups
▪Develop and maintain operational SOPs for compliance, employee performance, stakeholder engagement, and the nurse experience using OneNote and Tallyfy, providing value-added collaborative process for this startup program
▪Lead and develop Administrative Assistant and Scheduling Coordinators: define daily tasks, short and long-term goals, process changes and effective communication with clinicians and executive leadership
▪Create and manage Project Playbook, Stakeholder Engagement Plan, Employee Handbook and Operations Guide, laying the foundation for future iterations of the IRP program such as Mohawk Valley in Upstate New York
▪Liaison between RHHS and external partners such as the NYS Department of Labor for advanced recruitment efforts
▪Collaborate with Mohawk Valley Health System to commence process for implementing ESS, applying change management, project management and quality management methodologies for continued program success
▪Conduct quarterly employee performance evaluations, nurse, and facility experience surveys, converting qualitative data into quantitative data to showcase successes, trends, and opportunities for improvements for operations
▪Leverage Labor Edge applicant tracking system (ATS) to track and pull data for reporting figures such as onboarding time and contracted rates; develop email templates within the ATS for operational efficiencies

Department of Veteran Affairs (VA) Electronic Health Record Modernization (EHRM) across 1,300 VA healthcare facilities, vastly improving healthcare for 9+ million veterans with the transition from VistA/CPRS to Cerner Millenium EHR.
▪Navigated end-users for Lab and Pathology, Radiology, Health Information Management Systems (HIMS), Health Administration Services (HAS) and Telehealth service lines through 18-month project timeline including sustainment
▪Led strategy for reducing billable utilization for over 150 consultants, resulting in massive cost-savings that prevented a cease work due to not having necessary hours allocated to successfully navigate the project timeline
▪Provided operational support and consulting expertise during more than 5 go-lives including initial operating capacity IOC site in Mann-Grandstaff which had multiple iterations of go-live (4), offering elbow-to-elbow, technical and continuous process improvement as a key member of the Business Strategy Committee
▪Developed strategy for increasing Super User effectiveness by defining baseline data and expected outcomes using Lean Six Sigma methodology; 3 Michigan VA facilities piloted and ultimately implemented project-wide
▪Redesigned lab check-in process, as the current kiosk system was dissolving and this major change would negatively affect patient care; implemented rotation system for phlebotomists’ presence in check-in area where they would sign-in patients, allowing patients a seamless transition and providing administrative time for staff, which was welcomed
▪Utilized Prosci's ADKAR methodology and PowerBI platforms to convert qualitative data into actionable quantitative insights, contributing to continuous improvement while formally narrating the project’s success and barriers
▪Implemented stakeholder engagement strategy for 11 community-based outreach clinics (CBOCS), ensuring involvement, communication, and change readiness; implemented across the enterprise for future iterations
▪Conducted start, stop, continue, and change impact analysis for 200+ national VA workflows, considering people, process, and technological aspects, ensuring thorough understanding of process impact at a local level by end-users
▪Facilitated over 100 deployment events including current state review (CSR), show and tell, system demonstrations, integration validation (IV) testing, change readiness questionnaire (CRQ), super and end-user training and sustainment

Successfully completed 2 major projects within operations: (1) increase employee experience, converting qualitative data to reportable data, narrating program successes and barriers (2) Implement cost-savings and error reduction initiatives.
▪Led initiative resulting in 30% increase in employee experience ratings in 18 months through implementation of error reconciliation process, internal committee focusing on employee experience, and incentives program to elevate morale
▪Implemented process for error reconciliation and reduction leveraging Microsoft Excel v-lookup to navigate through massive data points for validating reimbursement rates, identifying errors more effectively and providing cost-savings
▪Developed internal Vital Signs Committee to address employee experience and retention, focusing on collaboration through informal engagement opportunities, interactive approaches such as Kahoots!, transparent and targeted communications, employee goal setting and follow-up processes for leadership to adopt
▪Created incentives program within virtual environment including shout-outs, gift cards, travel opportunities and offerings to have virtual lunches and coffee/tea meetups with executive leadership; created using staff input
▪Collaborated with executive leadership in total process breakdown, action plan, baseline data for tracking success, consideration of the human experience, cost-savings analysis and goals, communication plan and sustainment
▪Coordinated activities for learning and development, restructuring team culture and building trust amongst and between peers and management, allowing for transition in communication and perception of novel processes

Managed Administrative Support Department for the New York State of Health (NYSOH) contact center health insurance marketplace, defining key performance indicators (KPIs) and providing value-added support to 56 Executives, Sr. Managers and Managers within operations and shared services across Rochester, Albany and Manhattan, NY.
▪Interviewed, hired, led, motivated, and provided guidance and support to team of 17 administrative staff including executive and administrative assistants, receptionists, creating environment of cohesiveness across NYS locations
▪Managed the operations of 45 conference rooms, overseeing schedules, equipment, policies, and work instructions to create a functional and supportive workspace tailored to the needs of the project
▪Developed process workflows, SOPs and compliance training material for new hires; assisted with the recruitment efforts by coordinating mass hiring events for Consumer Specialists at Monroe Community College
▪Coordinated events of $150K budget, including Chase Corporate Challenge, annual holiday celebration, corporate picnics, and milestone celebrations; maintained employee anniversary gift process for 4 years
▪Planned, organized, and executed internal audits, ensuring compliance with ISO 9001:2008 and 2015 quality standards and preparing the organization for annual external audit with NCK INDUSTRIES
▪Implemented initiative which increased internal audit participation by 40% in 1.5 years, through education of quality management system (QMS), identifying barriers and focus on human interaction/perception of the audit process
▪Created Kudos Program, providing recognition and incentives for 2k contact center employees for outstanding customer service and exceeding KPIs through Kudos Cards redeemed for time-off, special activities and various company gifts, directly contributing to the increase of employee retention and morale
▪Committee Chair for Social Committee, fostering employee engagement and retention and the Bright Ideas Committee for continuous process improvement initiatives; selected participants, managed communications, meetings, and events