Eulonda Allen
Chino,CA
Summary
Dynamic leader with a proven track record at Kaiser Permanente, adept in operations management and strategic planning. Excelled in enhancing patient care and reducing complaints by 57% through effective project management and cross-functional collaboration. Skilled in finance/budgeting and fostering team growth, demonstrating exceptional problem-solving and relationship-building capabilities.
Overview
31
31
years of professional experience
Work History
Project Manager II
Kaiser Permanente
Baldwin Park, CA
03.2015 - Current
- Company Overview: BPK Staff Education & Development
- Completed Performance Improvement Advisor Associate (AIA) Program by leading a project to improve workflows in patient wait-time for lab draw in Oncology/Infusion center leading the collaborating between infusion center and laboratory
- Working within a dynamic team of educators where we empower performance improvement through education to enhance professionalism, quality service, patient care and best practices
- Facilitate LMP classes to engage leadership collaboration between management and labor employees providing collaborative education development and effective program curriculums
- Oversee various projects that provide operational building expansions, licensing and accreditation, performance improvement, education, patient care, and best practice
- Lead Project Manager on the Labor Pool COVID-19 project creating or updating workflows for drive-thru swab tent
- Oversees screening stations, staff schedules, station rounding, and managed materials for clinical staff and problem solved issues and concern surrounding COVID-19 protocols for physicians, employees, and KP members
- Collaborates with executive management, physician chiefs, and mid-level management in leading projects to improve patient care and best practices
- Lead working and maintain collaborative relationships with executive sponsors, key stakeholders, managers and peers on multiple strategic projects throughout lifecycle (project structure, approach and work plans)
- Supervise day-to-day operations of KP Affiliate School Agreement & Field Experience Program, by facilitating, directing over 100 schools and 300+ students, organizing, student placement, reviewing student clearances for employee services health maintenance status clearance update
- Leads operations projects, such as opening of several medical buildings and physician/staff education training for regulatory competency fulfillment
- Assists in providing on going staff development and initiation of new hire process and onboarding for new employees
- Monitors departmental policies and procedures which support the organization's goals and business objectives and ensures they are met
- Leads teams in achieving operations and regional goals in preventative care and best practices
- Leads teams in improving performance while enhancing professionalism, service, and patient care
- Leads teams in planning projects and daily leadership by leveraging delivery methods and industry knowledge to create project work plans and budgets that address project charter, timeline, goals, objectives, scope, deliverables, milestones, roles and responsibilities
- Facilitate new employee orientation, provide training for re-certification classes for BLS, ACLS, and PALS, develop work plans to update workflows and program curriculums, policy and procedure guidelines, organized and facilitate annual competencies
- Provide support for strategic planning, monitoring and reporting of project portfolio for professional development
- Responsible for the ongoing management, coordination, and improvement of program accreditation
- Facilitate/Trainer for labor management partnership mandatory courses: Business Literacy, Rapid Improvement Model Plus, Labor Management Partnership, Unit Base Team Model, and Co-Lead Partnership Model
- BPK Staff Education & Development
Compliance, Credentialing, and Quality Manager II
UNIVERSITY OF CALIFORNIA RIVERSIDE
02.2022 - 02.2024
- Responsible for managing student health services building accreditations and recertifications of health providers and clinical staff licensing
- Lead a team of twenty-five clinical and administrative staff combined with managing quality/risk, contracts agreements, and compliance regulatory programs
- Oversees all policies and procedures for Student Health Services and Counseling and Psychological Services
- Oversees quality/risk/compliance guidelines to foster accountability, respect, equity, and inclusion for providers, staff, students, and the campus community
- Oversee quality and compliance projects to establish quality assurance resources for risk management, comprehensive training, emergency code drills, patient care, performance improvements, and best practices
- Review committee standards to optimize quality improvements in implementing robust training for quality improvement, risk management, and compliance assurance to monitor and analyze data trends to increase overall operations performance and best practices
- Developed and implemented compliance resources to foster an innovative and effective service-oriented environment to improve Ambulatory Practices and patient experience
- Experienced with payroll, department budgets, recruitment, training, disciplinary action, termination, and performance management, personnel management including staff
- Collaborate with collective bargaining units to accomplish staff customer service delivery, productivity, and continuous performance improvements
- Managed misconduct investigations in collaborating with Human Resources, student affairs, and campus compliance officers
Project Analyst/Proactive Office Encounter Trainer
Kaiser Permanente
Fontana, CA
02.2009 - 03.2015
- Company Overview: Fontana Complete Care
- Working with a preventive care team developing strategies and care plans to improve preventative health screenings for members
- Providing training classes for physicians and clinical staff to improve performance, documentation, and patient care to reduce missed opportunities and errors
- Provided monthly audits on documentation and patient processing functionality
- Improved Proactive Office Encounter (POE) care gaps
- Provided refresher training for physicians and clinical staff for performance improvements
- Provided workflow plans and streamed lined clinical strategic goals improvement programs & thrive fairs
- Facilitated meetings and lead presentations and work plans for various clinical strategic goals projects
- Planning projects and daily leadership by leveraging delivery methods and industry knowledge to create project work plans and budgets that address project charter, timeline, goals, objectives, scope, deliverables, milestones, roles and responsibilities, scorecard, ROI analysis, change management, and communication of project to sponsors and team, risks/mitigation, and close-out
- Manage data reports for clinical strategic goals performance, data analysis using excel, clarity reports, KPHC health maintenance, HEDIS, and POINT applications to reduce care gaps and missed opportunities
- Fontana Complete Care
Sr. Program Analyst, Epic Clinical Systems
Kaiser Permanente
Fontana, CA
06.2006 - 12.2009
- Company Overview: SCPMG Regional Offices
- Working with a clinical systems team aligning new technology across SCAL region using engagement strategies for SCAL 14 medical centers and multiple medical office buildings
- Executing operational plans, re-organizing medical center clinical workflows for Epic electronic medical record implementation
- Served as an adviser/analyst to the clinical systems build teams throughout SCAL medical centers providing analytical data, business strategies, and developing training modules for physician’s and clinical staff for GO-Live implementations
- Maintained collaborative relationships with executive sponsors, key stakeholders, managers, and peers on multiple strategic projects throughout life cycle
- Lead in facilitating service area training’s and strategic business meetings with physicians, stake holders and staff though conflict management, and negotiation of project details roles and responsibilities and innovative solutions
- Developed complex work plans for GO-Live projects using internal/external agency audits, developing and managing the execution of long and short-term program strategy
- Managed command centers for Go-Live teams during implementation and prioritized focus and achieve results in a fast-paced and complex environment
- SCPMG Regional Offices
Lead Medical Assistant
Irvine Medical Center
Irvine, CA
02.2002 - 06.2006
- Company Overview: Surgical Services
- Worked with a surgical physicians and clinical staff team who cared for members with terminal medical conditions and various severe surgical procedures
- This team worked together to provide the best possible care and showed empathy and care when needed
- Worked in General Surgery and floating surgical departments Urology, Gastroenterology, HNS, Mohs, Plastics, and Vascular
- Performed patient care processing functionality, protocols, documentation, and policy & procedures
- Assisted in minor surgery procedures, preparation and administration of medications within scope of practice
- Provided and maintained patient confidentiality and privacy
- Managed physician’s surgery case schedules, office/on-call appointments, patient message, phone calls, equipment, and supplies
- Provided department training for new onboarding medical assistants
- Surgical Services
Sr. Program Consultant, Grievance Investigations
Marriott Hotels
Pasadena, CA
01.2001 - 02.2004
- Working in Marriott human resources with a diverse team to provide regulatory and organization compliance guides and policy to employees and members
- Regulatory – Responsible and assure compliance with administrative, legal and regulatory requirements on federal and state agency audits (i.e., TJC, NCQA, DMHC, CMS, HEI, Knox Keene Act, etc.)
- Lead investigator of operational problems and issues with resolution for Complaints and Grievances
- Reduced patient Complaints and Grievances 57% with patient satisfaction of resolution and improved medical center/departmental efficiency
- Served as consultant with recruiting experience including content expert in FMLA, FLSA, Worker’s Compensation, and EEO/AA
- Responsible for analyzing and interpreting Federal, State, and Local labor laws
- Provide leadership by leveraging delivery methods and industry knowledge to create project work plans and budgets that address project charter, timeline, goals, objectives, scope, deliverables, milestones, roles and responsibilities, scorecard, ROI analysis, change management, and communication of project to sponsors and team, risks/mitigation, and close-out
- Responsible for external audit readiness, AR&L Site Assessments & Corrective Action Plans, CRC Survey Readiness, Regulations (laws, policy letters, updates, notices), Translation Services & Policy, Complaints & Grievances
Night Audit/Guest Services Supervisor
Fairfield Inn by Marriott
Buena Park, CA
06.1994 - 01.2001
- Working with a diverse team to provide excellent customer service and hospitality to short/long term customers in a friendly respectable atmosphere
- To empower the Marriott vision by putting people first, enhancing the lives of our customers, and enabling excellence with integrity and embracing the lives of our customers vacationing or experiencing independent leisure experiences
- Managed Financial Guest Accounts, Food Supply and Maintenance Orders Request
- Assisted in Financial Fiscal Budgets, and Account Reconciliation
- Prepared monthly money deposits for pick up
- Managed 85+ employees in guest relations, hospitality, and maintenance
- Managing new hire onboarding orientation and training, provided disciplinary actions
- Managed annual employee performance reviews & evaluation
- Developed strategies to improve moral, team building, and individual accountability
- Managed work schedules and time cards, employee payroll, and assisted in financial budgets
- Managed supply orders and invoiced various vendor accounts, and cash planning
- Compiled and analyzed sales and revenue data for budge meetings
- Prepared monthly and annual expense forecasts and managed costs to achieve set budget
- Responsible for posting journal entries to the general ledger, account reconciliations, and posting cash receipts
- Provide excellent management skills, decision-making, and problem solving
Education
Master’s in business administration - concentration in human resources
University of Phoenix
Ontario, CA11.2011
Bachelor’s in business administration - concentration in healthcare management
University of Phoenix
Costa Mesa, CA06.2008
Six Sigma Green Belt - concentration in Healthcare
Villanova University
Orlando, FL09.2006
Certified Medical Assistant, Phlebotomy, and EKG -
Newbridge College
Santa Ana, CA11.2002
Skills
- Operations Management
- Finance/Budgeting
- Human Resources
- Education and Training Development
- Executive Leadership Collaboration
- Strategic Planning/Implementation
- Accreditation/Compliance
- Project Management
- Internal/External Audits
- Advanced Office 365 Applications
- Project Workflow Development and Planning
- VmWare virtualization
- Agile methodology
- Verbal and written communication
- HVAC systems
- Contract negotiation expertise
- Coaching and mentoring
- Quality assurance and control
- Multi-unit operations management
- Team building and collaboration
- Advanced understanding of Epic electronic health systems
- Strategic planning and Contract management
- Staff management and performance evaluations
References
Available upon request
Timeline
Compliance, Credentialing, and Quality Manager II
UNIVERSITY OF CALIFORNIA RIVERSIDE
02.2022 - 02.2024
Project Manager II
Kaiser Permanente
03.2015 - Current
Project Analyst/Proactive Office Encounter Trainer
Kaiser Permanente
02.2009 - 03.2015
Sr. Program Analyst, Epic Clinical Systems
Kaiser Permanente
06.2006 - 12.2009
Lead Medical Assistant
Irvine Medical Center
02.2002 - 06.2006
Sr. Program Consultant, Grievance Investigations
Marriott Hotels
01.2001 - 02.2004
Night Audit/Guest Services Supervisor
Fairfield Inn by Marriott
06.1994 - 01.2001
Master’s in business administration - concentration in human resources
University of Phoenix
Bachelor’s in business administration - concentration in healthcare management
University of Phoenix
Six Sigma Green Belt - concentration in Healthcare
Villanova University
Certified Medical Assistant, Phlebotomy, and EKG -
Newbridge College
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