HEATHER HAWKINS
Protem,Missouri
Summary
Healthcare leader with 20+ years of leadership experience and over 10 years in multi-site operations. Achieved a 70% increase in patient volume and a 25% reduction in staff turnover through effective workflow optimization. Proficient in financial oversight and technology-driven process improvements, ensuring compliance and quality in complex healthcare environments. Demonstrated ability to streamline operations and motivate teams to meet business objectives while adapting strategies to market changes.
Overview
33
33
years of professional experience
1
1
Certification
Work History
Multi-Site Manager
SSM URGENT CARE
St. Louis, MO
05.2023 - Current
- Directed operations for urgent care sites in St. Louis/St. Charles, achieving 20% workflow efficiency improvement.
- Implemented standardized processes that enhanced collaboration and reduced patient wait times by 15%.
Regional Administrator
LEGACY HOSPICE
05.2022 - 04.2023
- Managed operations for 9 hospice locations across 3 states, achieving 12% cost reduction.
- Developed workflows and performance metrics to enhance operational transparency and drive data-driven recommendations.
- Implemented process improvements that increased compliance and staff engagement across multiple sites.
Area Executive of Clinical Operations
COMPASSUS HOSPICE
Branson, MO
08.2021 - 05.2022
- Directed five programs across southeast Missouri and Kansas to optimize clinical operations and enhance financial performance.
- Increased quality indicators by 15% through targeted operational strategies.
Executive Director Home Health
KINDRED AT HOME
Harrison, AR
06.2019 - 08.2021
- Spearheaded home health operations, doubling patient volume from 40 to 105 within 3 months, elevating Star Ratings from 2.5 to 4.0, and reducing employee turnover.
Multi-Site Director of Clinical Operations
SSM URGENT CARE
St. Louis, MO
09.2004 - 04.2019
- Multi-Site Director of Urgent Cares and Clinics.
- Direct operational responsibility for 6 Urgent Cares and 2 clinics throughout the St Louis/St Charles areas.
- Special assignment- Project leader with consulting group related to patient attraction and provider scheduling throughout SSM Health St Louis.
- Operational and Strategic responsibility for 6 Urgent Cares throughout St Louis area and 2 Health Clinics including Telehealth initiatives.
- Responsibilities for Joint Commission education and compliance throughout clinics and other medical group clinics.
- Manage MD Contracts and Collaborative Practice Agreements for all providers within Urgent Care.
- Continued volume growth over budget year over year through multiple strategies.
- Decreased patient over visit times to average 60 min all locations.
- Increased HEDIS scores and quality measures throughout Urgent Cares.
- Increased employee engagement year over year.
- Initiated Press Ganey patient satisfaction measurement with initial goal of 90th %, YTD meeting and maintaining goal year over year.
- Oversee recruitment and performance management for approximately 90 FTEs including Physician, RN, FNP, and Radiology Techs within the practices.
- Develop and implement continuing educational programs and services to meet identified needs.
- Serve as a Mentor to new leaders throughout the organization.
Manager BJC Healthcare
BJC HEALTHCARE
St. Louis, MO
12.2008 - 09.2014
- Managed multidisciplinary operations across Emergency, Radiology, Environmental Services, and Administration, improving coordination and reducing delays by 10%.
- Manager; Emergency Department, Pediatric Emergency, Pediatric Inpatient and Stroke Program.
- Report directly to Director of Emergency Services and Women’s Health. Managing Adult Emergency Department, Pediatric Emergency, Inpatient Unit, EMS Medical Director Program, ED Billers, Stroke Coordinator and Stroke Program. 27 bed adult Emergency Department annual visits 36,000. 9 Bed separate Pediatric Emergency Department with 6000 annual visits. 4 Bed in-patient pediatric unit.
- Within the first month brought the department back within bi-weekly payroll budget consistently. Initially YTD 7 FTE over budget prior to May, ended 2013 down to 1.2. Within budget YTD.
- Patient Satisfaction- elevated from 40th% to 90th% within 2 months and sustained to date.
- Decreased LOS in Discharge patients from 4.3 to 3.1 within 8 months by developing a new process for triage, patient flow and segmenting lower acuity patients.
- Decreased overall door to doc times from an average of 3.5 hours to less than 1 hour.
- Developed staffing matrix and assignments for maximum cost-effective productivity.
- Increased revenue capture of $150,000 in 1 year by identifying documentation opportunities.
- Creating a positive employee environment. Accomplished by setting clear expectations to all staff, positive peer pressure, motivation, and creating a culture that inspires high work ethics.
- Joint Commission accreditation and State Designation for level II stoke center.
Clinical Coordinator / Charge Nurse / Quality Nurse
SSM HEALTHCARE - DEPAUL HEALTH CENTER
Bridgeton, MO
05.2002 - 12.2008
- Oversaw quality and compliance for 100 staff in a Level II trauma center with 65,000 annual visits and a 40% admission rate, ensuring regulatory excellence.
Staff RN
SSM
05.1993 - 05.2002
- Delivered clinical care in med-surg, telehealth, ICU, RR, IVR, and endocrinology, optimizing patient outcomes.
Education
MSN - Nurse Executive Administrator
Northwest Missouri State
05-2026
BSN -
St Louis University
01.2014
ADN -
St. Charles Community College
01.1993
Skills
- Process improvement and change management
- Operational strategy and workflow optimization
- Data-driven decision making
- Clinical operations and compliance management
- Quality improvement in patient care
- Healthcare regulations and P&L management
- Budgeting and cost reduction strategies
- Financial analysis and resource allocation
- Cross-functional leadership and team building
- Staff retention and performance management
- Stakeholder engagement
Certification
CQI- Six Sigma Training- Greenbelt
Accomplishments
- Developing standard work across regions Schedule efficiency and productivity
- Policy and procedure creation and implementation Increase
- Patient Satisfaction/Star ratings and Quality Scores
- Increase Employee Engagement & Staff Retention
- Volume growth year-over-year
- Standard work implementation for Collaborative Practice Agreements and contracts
Awards
Spirit of Nursing Leadership and Management Award, 05/14
Traits
- Driven
- Ambitious
- Flexible/Adaptable
- Organized
- Efficient
- Resourceful
- Responsible/Dependable
- Self-Motivated
Timeline
Multi-Site Manager
SSM URGENT CARE
05.2023 - Current
Regional Administrator
LEGACY HOSPICE
05.2022 - 04.2023
Area Executive of Clinical Operations
COMPASSUS HOSPICE
08.2021 - 05.2022
Executive Director Home Health
KINDRED AT HOME
06.2019 - 08.2021
Manager BJC Healthcare
BJC HEALTHCARE
12.2008 - 09.2014
Multi-Site Director of Clinical Operations
SSM URGENT CARE
09.2004 - 04.2019
Clinical Coordinator / Charge Nurse / Quality Nurse
SSM HEALTHCARE - DEPAUL HEALTH CENTER
05.2002 - 12.2008
Staff RN
SSM
05.1993 - 05.2002
MSN - Nurse Executive Administrator
Northwest Missouri State
BSN -
St Louis University
ADN -
St. Charles Community College