Communication tools
Eileen Schmidt
Tiffin,IA
Summary
Respectful Clinical Manager with extensive knowledge of health care administration and clinical philosophy. Familiar with fiscal management systems and human resource management. Talented at maintaining and developing effective relationships with staff, patients and senior management. Excellent supervisory skills and performance working under pressure.
Overview
5
5
years of post-secondary education
29
29
years of professional experience
Education
Master of Science - Healthcare Administration
University of Phoenix
Phoenix, AZ 01.2016 - 12.2018
Bachelor of Science - Health Management And Clinical Assistance
University of Phoenix
Phoenix, AZ 01.2016 - 12.2017
Skills
Operational Management
Team Management
Equal opportunities facilitation
Patient Relationship Management
Staff Management
Human Resources
Policies and Procedures
Strategic planning and goals
Customer Satisfaction
Accomplishments
- Positive change in morale and work environment within 120 days of hire by asking 6 questions.
- Achieved Urgent Care received the highest Organizational Strategic Goal 2 quarters in a row through effective teamwork and communication to patients.
- Built, structured, and contracted Specialty Out Reach services for 11 clinics from main hospital.
- Built retention strategies, techniques, and ideas reducing staff turnover down to 1% in a year both for Urgent Care & Family Practice.
- Increased patient volume by 12% in 1 year the with providers though Urgent Care patients needing PCP.
- Partnered with Kirkwood & local High Schools for intern/job showing programs.
- Turned a profit margin from -4% to +9% in 2 year period.
- Built collative teamwork and financial stability through cross-training staff in two separate organizations under one roof.
- Stabilized financials through proper coding, cross training staff, cutting unnecessary cost and increasing production.
- Collaborated with the Urgent Care team & Family Practice team in the development of self/call out coverage.
- Increase patient stratification scores for clinic and providers by 20%.
- Currently serving as chair for Dyad Leadership Development.
- Participated in Leadership Formation, Team Base Debriefing Simulations training, Applying Lean Sigma Practices to HR Functions, and Lean in Healthcare training.
Software
Social Media
Spreadsheets
Word processing and desktop publishing tools
Presentation tools
Epic
Timeline
Clinical Operations Manager
Mercy - MercyCare North Liberty
11.2020 - Current
Manager of Client Services
Sedgewick
01.2018 - 11.2020
Master of Science - Healthcare Administration
University of Phoenix
01.2016 - 12.2018
Bachelor of Science - Health Management And Clinical Assistance
University of Phoenix
01.2016 - 12.2017
Board of Director
Clear Creek Amana School Board
09.2009 - 11.2023
Clinical Technician/Manger
University Of Iowa Hospital And Clinics
11.1994 - 10.2017
Work History
Clinical Operations Manager
Mercy - MercyCare North Liberty
North Liberty, IA
11.2020 - Current
- Manage clinic operations of Family Practice, Urgent Care, Lab, and Radiology.14 providers, 38 employees, and 10 Specialty clinics that average 3000 patients per month in clinic.
- Promoted high morale and staff retention through dynamic communication, prompt problem resolution, proactive supervisory practices, and facilitation for positive work environment.
- Daily recording of all verbal encounters.
- Leverage patient feedback through Press Ganey and perform continuous process improvements to streamline day-to-day operations and patient satisfaction.
- Resolve issues in administrative areas such as information services, patient billing, and human resources while ensuring compliance with regulations, policies, and procedures.
- Monthly review of clinical financials to access budget and capital expenditures as well as various operational metrics.
- Prepare clinic payroll whole overseeing employee's time card maintenance, time off requests, and coverage needs.
- Lead monthly provider pod meetings focusing on quality outcome measures, review processes, and provide additional training.
- Facilitate Quality Council meetings involving medical directors, providers as well as operational leaders to review clinic performance.
- Reviewed applications and communicated with people from various cultures and backgrounds on application process.
- Developed and adjusted work schedules.
- Provide employees with feedback, including performance evaluations, corrective action, performance improvement plans, and discharge as appropriate.
- Provide guidance and direction to employees regarding human resources-related questions.
- Delivered effective onboarding and training to new and existing employees and cross-trained staff members in other job roles to maximize coverage.
- Work with safety team to ensure all protocols are being followed, and monthly assessments and quarterly drills are completed.
- Reviewed operational policies and recommended solutions and changes to medical director.
- Implemented ongoing learning strategies such as tutorials, instructional modules, and supervised hands-on sessions to help nurses and staff improve their understanding of medical equipment and care best practices.
- Communicated with patients, asked appropriate questions, and employed active listening to determine best care.
- Identified nurses' and staff training needs and devised training programs to close gaps.
- Delegated tasks to staff members, monitored completion of all duties, and provided support to enhance performance.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Continuously meet with providers to review contracts, and monthly profit and loss statements, and assess RVUs as well as all bonus structures.
- Reduced operational expenses by optimizing resource allocation and managing budgets prudently
- Oversaw daily operations of clinic, including staff scheduling, patient flow management, and facility maintenance
- Enhanced staff productivity through effective training programs and performance management strategies
- Led implementation of electronic medical records systems which streamlined documentation processes while maintaining high standards of patient privacy
- Evaluated and analyzed patient feedback to identify gaps in service delivery, implementing effective solutions that led to increased satisfaction rates
- Collaborated with cross-functional teams to develop comprehensive care plans for patients, improving treatment outcomes
Board of Director
Clear Creek Amana School Board
Oxford , IA
09.2009 - 11.2023
- Defined organizational problems to create and implement correction plans.
- Reviewed outcomes and metrics to evaluate performance, effectiveness and impact.
- Attended public hearings to gain community input.
- Collaborated with seven other members to seek involvement in policy decisions, fundraising and visibility of organization.
- Focused teams on developing innovative and cutting-edge approaches with effective resource allocation and strategic planning.
- Served as advocate and ambassador for organization by fully engaging, identifying, and securing resources and partnerships to advance mission.
- Assisted with development of organizational budgets and resource allocation plans.
- Provided guidance and leadership on strategic planning initiatives and organizational development.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Prepared and presented reports to inform board on organizational progress and goals.
- Established and maintained relationships with key stakeholders to facilitate short- and long-term success.
- Monitored financial metric and provided strategic direction to support financial stability.
- Developed and implemented strategies to drive organizational growth and development.
- Collaborated with other board members to develop and execute programs and initiatives to advance organizational mission.
- Served on Collective Bargaining, Library, Johnson County Board of Supervisor and Farm Bureau committee.
- President 2013-2016, Vice President 2011-2013.
- Collaborated with fellow board members to establish robust succession planning process for key leadership positions within organization
Manager of Client Services
Sedgewick
Cedar Rapids, IA
01.2018 - 11.2020
- Increased teams production by 18% through evaluation of communication deliver to consumer.
- Established performance and service goals and holds associates accountable for individual performance.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
- Developed and implemented training programs for staff.
- Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes and followed up to achieve resolution.
- Monitored, measured and drove client services growth and profit objectives by coaching, motivating and disciplining staff.
- Established performance and service goals and held associates accountable for individual performance.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Managed existing and developed new client relationships, identifying risk and growth opportunities.
- Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Developed new employees and on-going performance assessment of current employees.
- Encouraged creative thinking, problem solving and empowerment as part of facility management group to improve morale and teamwork.
- Achieved strategic and project-based goals to facilitate sales, marketing and product improvements.
- Performed duties and provided service in accordance with established operating procedures and company policies.
Clinical Technician/Manger
University Of Iowa Hospital And Clinics
Iowa City , IA
11.1994 - 10.2017
- Responsible for day-to-day operations and interaction with patients.
- Maintained professional, organized, and safe environment for employees and patrons.
- Performed extensive number of routine and advanced technical procedures, as delegated by physician, to collect medical data and assist in patient care.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Improved safety procedures to create safe working conditions for workers.
- Managed and motivated employees to be productive and engaged in work.
- Accomplished multiple tasks within established timeframes.
- Cross-trained existing employees to maximize team agility and performance.
- Monitored patients and maintained detailed records for physician review.
- Performed patient work-ups and assisted in minor office procedures.
- Worked with physicians and nurses in patient care excellence.
- Set up, maintained, and verified sterility of lab equipment and tools.
- Troubleshoot problems with equipment and recalibrated devices or brought serious concerns to supervisor for handling.
- Maintained strict aseptic fields when collecting biological samples, minimizing staff, and patient infection risks.
- Collaborated with healthcare providers and administrators in proper testing.
- Liaised with patients regarding medical records and answered questions pertaining to evaluations.
- Proven ability to develop and implement creative solutions to complex problems
- Skilled at working independently and collaboratively in team environment
- Participated in team projects, demonstrating ability to work collaboratively and effectively
- Organized and detail-oriented with strong work ethic
- Worked effectively in fast-paced environments
- Used critical thinking to break down problems, evaluate solutions and make decisions
- Passionate about learning and committed to continual improvement
- Worked well in team setting, providing support and guidance
- Resolved problems, improved operations and provided exceptional service
- Assisted in implementation of customized care plans, focusing on patient wellness and comfort.
- Worked with physicians and nurses in patience care excellence.