Heidi Rolfs
Summary
Nursing professional offering proven clinical knowledge, interpersonal strengths and technical abilities. Knowledgeable about interdisciplinary collaboration and healthcare leadership focused on optimizing patient care. Quality-focused and efficiency-driven leader.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Nurse Consultant, Quality & Service
Northwest Permanente
03.2021 - 12.2023
- Collaborated with interdisciplinary teams to design evidence-based interventions aimed at improving patient health and wellness.
- Enhanced the efficiency of healthcare teams through the provision of expert guidance on clinical practices and protocols.
- Influenced positive changes by participating in key decision-making committees focused on patient safety and quality improvement initiatives.
- Contributed to the development of innovative care delivery models by participating in pilot programs aimed at enhancing patient satisfaction and reducing costs.
Practice Director, Primary Care
Northwest Permanente
02.2020 - 03.2021
- Management of projects that cross departmental lines and/or have regional impact
- Designed and maintained department service agreements and resolved interdepartmental issue follow-up and resolution
- Rolled out a Direct Booking algorithm, allowing Primary Care to appoint to Specialty Care
- Led early pandemic planning workflows in collaboration with Specialty Care and Urgent Care.
RN Professional Development Consultant, Supervisor
Kaiser Permanente
11.2016 - 02.2020
- Analyzed clinic workflows to provide recommendations and solutions for efficiencies and top of scope nursing
- Implemented best practices for organizational performance.
- Aligned nursing goals with department objectives to enhance overall performance metrics within the healthcare facility.
- Delivered high-quality presentations to stakeholders, effectively communicating project objectives and results.
- Managed client relationships through regular check-ins and updates on project progress.
- Developed and updated tracking spreadsheets for process monitoring and reporting.
- Developed staff skills through targeted training programs, resulting in improved performance and career growth opportunities.
Clinic Manager, Primary Care
Kaiser Permanente
01.2016 - 11.2016
- Demonstrated excellent leadership skills in managing a diverse team of medical professionals and support staff.
- Leveraged patient feedback and performed continuous process improvements to streamline day-to-day business operations and patient satisfaction.
- Utilized data analysis tools to track key performance indicators, identifying areas for improvement and driving continuous growth in clinic success.
- Created and implemented policies to improve operational efficiency and patient care quality.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and patients.
- Conducted regular staff evaluations, providing constructive feedback and setting clear expectations for future performance goals.
RN Assistant Department Administrator II, Medical Oncology-Hematology
Kaiser Permanente
10.2012 - 01.2016
- Administrative oversight for a team of 56 including RN care coordinators, Social Workers, RN navigators, Medical Assistants, infusion center RNs, and scheduling staff
- Supported senior management in strategic planning, contributing to the successful achievement of organizational goals.
- Cultivated a positive work environment through team-building activities and recognition programs, leading to increased job satisfaction and employee retention rates.
- Resolved customer issues promptly and professionally, reinforcing a reputation for excellent service.
- Increased departmental visibility within the organization through participation in cross-functional teams and collaborative projects.
- Maintained department policies, programs and procedures.
- Hired, managed, developed and trained staff, established and monitored goals, and conducted performance reviews for staff.
RN Clinical Education Consultant, Specialty Care Optimization
Kaiser Permanente Northwest
03.2011 - 10.2012
- Evaluated clinical departments for practice efficiencies, scope of practice, and clinical workflows; provided formal consultation and coaching for optimization and change management.
- Led improvements to the regional oncology infusion center addressing patient safety, quality of care, access, standardized processes, and RN skillsets
- Led a Pre-Op clinic project addressing scope of practice, efficiency of workflow, and physician satisfaction, resulting in workflow improvements and departmental cost savings.
Clinical Supervisor
The Vancouver Clinic
06.2009 - 03.2011
- Implemented a new 15-chair oncology infusion center service line in collaboration with physician leads
- Ordered all pharmacy supplies and kept check on inventory levels.
- Facilitated the implementation of evidence-based practices, resulting in improved treatment outcomes.
- Optimized scheduling processes that promoted efficient use of time in order to maximize clinician availability for direct patient contact.
Registered Nurse, Inpatient Medical Oncology-Hematology
Kaiser Sunnyside Medical Center
06.2001 - 05.2009
- Provide inpatient medical, surgical, and oncology nursing care
- Preceptor for graduate nurses and those new to oncology.
Education
Bachelor of Science, Nursing -
Western Governors University
Associate of Science, Nursing -
Clark College
Bachelor of Arts, Organizational Communications -
San Francisco State University
Skills
- Healthcare operations
- Nursing leadership
- Process improvement
- Project management
- Time management
- Policy development
- EMR / EHR
- Patient Care Assessment
- Professional development
- Patient Relations
- Quality improvement
Certification
- Registered Nurse , Oregon, 00140462RN
- Certified Professional in Healthcare Quality (CPHQ), 109556, 12/31/24
- Board Certified Patient Advocate (BCPA), 22041263, 10/31/25
- Six Sigma Green Belt , Employer sponsored program through the University of Michigan, 2012
Additional Information
- Proficient in Microsoft Word, Excel, PowerPoint, Google Docs, Outlook, and EPIC electronic medical records.
- Experience presenting and collaborating via remote meetings.
- Experience with remote/hybrid work.
Timeline
Nurse Consultant, Quality & Service
Northwest Permanente
03.2021 - 12.2023
Practice Director, Primary Care
Northwest Permanente
02.2020 - 03.2021
RN Professional Development Consultant, Supervisor
Kaiser Permanente
11.2016 - 02.2020
Clinic Manager, Primary Care
Kaiser Permanente
01.2016 - 11.2016
RN Assistant Department Administrator II, Medical Oncology-Hematology
Kaiser Permanente
10.2012 - 01.2016
RN Clinical Education Consultant, Specialty Care Optimization
Kaiser Permanente Northwest
03.2011 - 10.2012
Clinical Supervisor
The Vancouver Clinic
06.2009 - 03.2011
Registered Nurse, Inpatient Medical Oncology-Hematology
Kaiser Sunnyside Medical Center
06.2001 - 05.2009
Bachelor of Science, Nursing -
Western Governors University
Associate of Science, Nursing -
Clark College
Bachelor of Arts, Organizational Communications -
San Francisco State University
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