HEATHER RICH
Bardstown
Summary
Healthcare leader with escalating responsibility, leveraging vast expertise in pediatric physician relations, regional market dynamics, and access enhancement. Demonstrates proficiency in cultivating enduring relationships with independent providers, implementing physician engagement strategies at grassroots levels, analyzing referral and utilization metrics, and collaborating with service line and hospital leadership to propel system objectives. Acknowledged for harmonizing clinical acumen with operational and strategic ambitions to fortify pediatric access, referral coordination, and provider assurance across varied regional markets.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Manager, Regional Pediatric Provider Relations & Development
Norton Children’s
Western Kentucky Region
07.2022 - Current
- Manage provider relations for Norton Children’s across multi-county territory in Western Kentucky.
- Resolve provider concerns to maintain positive brand image and foster trust.
- Promote Norton Children’s network of resources and services to regional providers and EMS agencies.
- Conduct regular visits with referring providers to identify barriers and support referral alignment.
- Plan and execute new provider introductions and regional engagement events to enhance service awareness.
- Analyze referral patterns and market data to identify growth opportunities and reduce outmigration.
- Partner with service line leaders to support revitalization and ensure understanding of evolving capabilities.
- Lead education initiatives, including pediatric training and simulation-based outreach, enhancing provider readiness.
Manager, Access Operations
Norton Healthcare
Louisville
01.2020 - 01.2022
- Managed fifty direct reports, including two supervisors, to optimize daily access operations across 26 service lines.
- Collaborated with clinical and administrative leaders to streamline processes, enhancing throughput and patient experience.
- Monitored staff performance and addressed issues to maintain high productivity levels.
- Enforced customer service standards while resolving customer problems to ensure quality service.
- Analyzed operational data to identify productivity gaps, supporting informed leadership decision-making.
- Standardized Access Center workflows to integrate access processes with organizational goals during system transitions.
- Trained staff on EPIC Cadence scheduling template, ensuring consistent application of best practices.
Assistant Nurse Manager – Patient Capacity Management Center
Norton Healthcare
Louisville
01.2014 - 01.2020
- Managed registered nurses and coordinators to enhance patient flow and capacity management across Norton Healthcare system.
- Collaborated with access directors, physicians, and nursing leadership to optimize access and care coordination.
- Provided operational leadership in high-acuity environments, including pediatric after-hours triage and hospital discharge follow-up.
Education
Doctor of Nursing Practice (DNP) - Executive Nurse Leadership
Bellarmine University
Louisville12-2026
Bachelor of Science in Nursing (BSN) - Nursing
Eastern Kentucky University
Richmond, KYAssociate of Science - Nursing
St. Catharine College
Saint Catharine, KYSkills
- Strategic Leadership Capabilities
- Pediatric Physician Relations & Engagement
- Regional Market & Territory Ownership
- Referral Volume, Pattern & Market Share Analysis
- Provider Networking & Relationship Development
- Physician rounding and new provider introductions
- Regional Provider Education & Training Initiatives
- Service Line Support & Regional Revitalization
- Pediatric Readiness & Quality Initiatives
- Data-Informed Decision-Making
Certification
Registered Nurse, Kentucky, 1122995
Additional Clinical & Leadership Experience
- Registered Nurse, Emergency Department – Norton Healthcare
- Charge Nurse, Emergency Department – Norton Healthcare
- Registered Nurse – Baptist LaGrange (ED)
- Registered Nurse – Norton Brownsboro Hospital (TCU)
- Licensed Practical Nurse – Kindred Jewish Hospital (LTAC)
- Lab Processing Supervisor – Medical Diagnostic Laboratory, Inc.
Timeline
Manager, Regional Pediatric Provider Relations & Development
Norton Children’s
07.2022 - Current
Manager, Access Operations
Norton Healthcare
01.2020 - 01.2022
Assistant Nurse Manager – Patient Capacity Management Center
Norton Healthcare
01.2014 - 01.2020
Doctor of Nursing Practice (DNP) - Executive Nurse Leadership
Bellarmine University
Bachelor of Science in Nursing (BSN) - Nursing
Eastern Kentucky University
Associate of Science - Nursing
St. Catharine College