Heather Smith DNP, APRN, FNP-C

Leadership, support, and performance management of seven regional clinical leads providing oversight to 140 employed clinicians and over 3,500 contracted clinicians nationwide

• Serve as liaison between regional leads and other corporate departments to ensure dissemination of policies and information
• Address and resolve client or customer inquires to foster superior standards of service and quality

Drove continued departmental growth, developed and implemented efficient organizational strategies to improve overall performance of department operations to meet business needs and objectives.

• Collaborated with senior leadership to grow and organize clinical oversight department from team of two leaders to a department consisting of ten regional clinical leaders, three senior regional managers, five nurse clinical leads, eight relation coordinators, and an operational analyst.
• Established departmental key performance indicators, tracked progress, and developed strategic improvement plans. Implemented and developed operational standards, strategies, resources and procedures. Conducted monthly meetings to create, evaluate, and monitor organizational plans to drive successful attainment of KPIs.
• Presented monthly reporting of department productivity, performance, and quality and service metrics of provider network.
• Identified operational process inefficiencies to recommend and facilitate necessary improvements.

Utilize expertise, customer service skills, data, inter and intradepartmental collaboration, and analytical nature to make informed decisions, drive improvement, and resolve provider, department, and client concerns.

• Developed and refined documentation audit and virtual ride along process, tool, and procedures.
• Instrumental in development and revisions of PowerBi Practitioner Performance dashboard, provider monthly quality metric report, network update webinars and educational modules.
• Identified workflow concerns, suggested improvements and collaborated with stakeholders to facilitate changes to improve the quality, value, or efficiency of provider documentation, efficiency, and experience.

Leadership, performance management, and strategic oversight of approximately 185 nurse practitioners and clinical oversight of contracted clinician network. Successfully developed and implemented efficient organizational strategies to improve service outcomes.

• Improved engagement and satisfaction of employed nurse practitioners across all culture drivers. Improved engagement and satisfaction of employed nurse practitioners across all culture drivers (Align, Perform, Connect, and Coach) obtaining one of the highest departmental increases (increase of 1.07 points Energage Survey).
• Worked collaboratively with leadership and interdepartmentally to efficiently develop and implement COVID response protocols, processes, education including workflow changes.
• Partnered with senior management to define department processes, goals and objectives to improve overall provider experience, quality, value, and service level commitments to clients.
• Presented at marketing events for clients and members.

Performed in-home health risk assessments and care coordination. Closed gaps in care and discussed preventive measures to improve health outcomes.

• 4.9/5 patient satisfaction score.
• 100% on clinical quality assessment audit.

• Provide direction, supervision, and instruction for students in nursing clinical ICU courses.
• Provide constructive feedback and guidance to assist students in fulfillment of course objectives and academic achievement.
• Identify and address student clinical deficiencies.
• Complete performance evaluations.

Provided high-intensity, complex care to critically ill adults with a variety of medical illnesses in a 12 bed medical-surgical ICU.

• Responded to emergency situations including rapid responses, codes STEMI and stroke, and cardiopulmonary arrests.
• Assisted with nursing care of patients on medical surgical units and the emergency department.