Dulcenea Burrow

•Developed project goals, initiatives, metrics, resources, and communication needs for CRNA Gap Analysis. All documentation, status reports, project plans, data, and decisions, with attention to detail and quality. Responsible for gathering qualitative and quantitative information to produce high- quality status reports for senior leadership.

• Collaborate with the Director and Manager of the Innovation Department, assisting with the end-of-the-year financial forms. Utilizing Excel and developing future templates to assist in the subsequent fiscal year budgets.

•Has solid knowledge of Microsoft applications, including Word, Excel, and Outlook.

•Communicate and document project quality and progress metrics by incorporating the Lean Six Sigma, DMAIC, and PDSA Root-Cause Analysis models, assisted in the quality improvement project for the Simulation Department.

•Developed a PowerPoint for the Simulation Department Silver Project that focuses on capturing

registration data, ways to improve compliance, and, after implementation, the ability to achieve accreditation status through the Society for Simulation in Healthcare.

•Effectively responds to time-sensitive issues, meets deadlines, and builds strong relationships with Providers, Senior Leadership, and Executives across the organization.

•Self-starter, team player, and independent worker with the ability to take additional or "stretch assignments" to assist other departments in meeting their deadlines.

• Customer service experience in a busy call center environment where patients or providers are requesting time sensitive medical records.
• Demonstrates strategic and innovative thinking by finding ways to improve medical records extraction.
• Goal oriented by exceeding daily productivity goal of nine requests completed an hour to 17 requests completed an hour.
• Improving productivity and reducing administrative errors by utilizing DMAIC and root-cause analysis through a Fishbone diagram and Pareto chart to improve productivity and accuracy from 97%-99%. Provided detailed visual report to senior leadership with a process map showing how each step decreases medical errors.
• Strong investigation skills, shows attention to detail, accuracy and ability to manage and prioritize multiple tasks.

• Responded to inquiries from callers seeking information.
• Greeted incoming visitors and customers professionally and provided friendly, knowledgeable assistance.
• Provided clerical support to company employees by copying, faxing, and filing documents.
• Checking out patients by scheduling follow up appointments, labs, and printing our radiology requests.
• Boosted productivity with expert use of office software, including Microsoft Office Suite and Google Workspace applications.

• Obtained necessary information to facilitate assessment or admission process for patients admitted through the urgent care department.
• Provided excellent customer service while answering phone calls and assisting visitors at the front desk area.
• Completed training in multiple programs, including the Athena software program, which includes admitting patients, updating information, collecting payments, and rescheduling patients for follow-ups with their primary care.
• Operational experience effectively and collaboratively in a multi-disciplinary environment with physicians, scientists, educators, administrators, and supervisors.

• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Skilled at working independently and collaboratively in a team environment.
• Proven ability to learn quickly and adapt to new situations.
• Over two years of leadership by training incoming military members on current policies and procedures. Provided mentorship and succeeded in getting new members up to speed due to a high-traffic environment.
• Assists with statistical data for providers and leadership. Reviews and edits written resources and training materials such as NAVADMIN documents by creating, editing, and uploading to the national website for commands to use as guidance.
• Partnered with Senior Military leaders to meet work unit goals and escalate issues requiring leadership attention.
• Suggests enhancements to workflow, productivity, shift changes and daily operations by developing a standard operating procedure manual for the Security Department to help train incoming military transfer members.