Jennifer M. Small
Catawissa,USA
Summary
Dynamic and strategic healthcare leader with 19 years of expertise in electronic medical records (Epic) and advanced proficiency in system integration and process optimization. Proven success in fostering collaborative cultures across inpatient and outpatient service lines, with a focus on human resources, compliance, and quality improvement to enhance patient-centered outcomes. As a Certified Lean Green Belt, consistently drives efficiency, reduces costs, and supports sustainable growth through innovative strategies and effective risk management. Recognized for reliability and a commitment to impactful results, leveraging strong relationships and strategic planning to elevate organizational performance in complex healthcare environments.
Overview
28
28
years of professional experience
1
1
Certification
Work History
Administrative Director
UPMC
07.2019 - Current
- Responsible for being the Administrative Director, Primary Care, Pediatric Services, Geriatrics, Palliative, and Occupational Medicine for providing strategic leadership, direction, and administration in all aspects of the Primary Care service line.
- Responsible for 8 Primary Care Offices, 2 Pediatric Offices
- Provide strategic leadership, direction, and administration for multiple service lines, ensuring operational excellence and alignment with organizational goals.
- Drive strategic growth and innovation, including program development, technology integration, and process improvement initiatives.
- Oversee financial performance with full P&L accountability, leveraging business acumen to optimize revenue and contain costs.
- Apply strong analytical skills to monitor KPIs, wRVU productivity, and quality metrics, improving efficiency and patient outcomes.
- Ensure regulatory compliance and accreditation standards across all departments.
- Facilitate leadership development and team communication, fostering collaboration and a culture of quality, safety, and patient experience.
- Develop and execute strategic plans, business development initiatives, and resource forecasting to support organizational growth.
- Serve as liaison to medical staff, incorporating physician input and leading provider contracting and compensation negotiations.
- Advance Care Gap closure, HEDIS performance, and quality/safety initiatives, collaborating with payers to achieve value-based care goals.
- Demonstrate collaborative leadership by guiding multi-disciplinary teams and aligning stakeholders toward shared objectives.
- EPIC Systems Experience
- Extensive experience with EPIC since 2006, leveraging the platform for clinical operations, reporting, and workflow optimization.
- Key contributor to the largest EPIC integration project at UPMC, supporting Phase One implementation for 32,000 employees and preparing for Phase Two expansion to 68,000 employees.
- Collaborated with multi-disciplinary teams to ensure seamless system adoption, data integrity, and operational readiness across multiple service lines.
- Provided strategic input on build logic, reporting structures, and user training to enhance efficiency and compliance.
- Managed staff training programs to improve service delivery and compliance with regulations.
- Led operational strategies to enhance efficiency in administrative processes.
- Directed budget management initiatives to ensure financial sustainability of administrative operations.
- Coordinated cross-functional team projects, ensuring timely completion and successful outcomes.
- Enhanced interdepartmental collaboration through the implementation of project management tools and strategies.
- Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
- Managed budgetary concerns for the department, reducing overall expenses while maintaining operational efficiency.
- Prepared budgets with forecasts and projections.
- Organized and supervised office event planning and building renovations.
- Led change management initiatives, successfully navigating organizational transitions with minimal disruption to ongoing operations.
- Identified opportunities to streamline processes and improve office operations and efficiency.
- Implemented project management techniques to overcome obstacles and increase team productivity.
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff.
- Negotiated and executed contracts on behalf of department.
System Director Ethics and Corporate Compliance
Geisinger
04.2017 - 07.2019
- Directed the Corporate Compliance Disclosure Program across all Geisinger entities.
- Managed intake, investigation, and resolution of compliance concerns through a centralized reporting protocol.
- Mentored investigators and ensured adherence to disclosure protocols.
- Conducted interviews and investigations of alleged non-compliance, developing and monitoring corrective action plans.
- Coordinated response strategies for serious compliance issues.
- Maintained and revised policies and procedures in collaboration with the Corporate Compliance Office.
- Created and distributed internal compliance education and communications.
Regional Clinical Manager Risk Management and Patient Safety
Geisinger Health System
05.2013 - 03.2017
- Led patient safety operations across multiple hospitals, overseeing a team of six.
- Directed risk management activities include adverse event investigations, claims administration, and root cause analyses using TapRooT methodology.
- Developed and implemented clinical risk and safety programs, policies, and staff education initiatives.
- Ensured regulatory compliance with Joint Commission, Department of Health, and PA Patient Safety Authority.
- Served as Patient Safety Officer and collaborated with Legal Services to mitigate risk and manage pre-litigation cases.
- Facilitated performance improvement, budget planning, and strategic initiatives aligned with organizational goals.
- Certified Just Culture trainer and Six Sigma Green Belt; led a Lean project improving patient belongings process in the Emergency Department.
- Partnered with medical leadership to support resident education and diagnostic quality improvement.
- Managed the Patient Advocacy Department and oversaw the patient grievance process across multiple facilities.
- Ensured timely resolution of patient concerns and compliance with regulatory standards.
- Developed and implemented clinical protocols, ensuring compliance with regulatory standards and best practices.
- Led regional clinical operations, enhancing service delivery and patient outcomes across multiple facilities.
Operations Manager Respiratory Care Services
Geisinger Medical Center
12.2009 - 05.2013
- Managed daily operations and staff for respiratory care across inpatient units, supporting EMR integration and clinical excellence.
- Collaborated with nursing and physician leadership to enhance care delivery and patient experience.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Participated in risk management and root cause analysis reviews.
- Supported development and execution of performance improvement plans.
- Led educational initiatives to mitigate risk and enhance safety.
- Ensured compliance with regulatory standards, including DOH and Joint Commission.
- Streamlined operational processes, enhancing efficiency and reducing turnaround times.
- Established performance metrics to monitor operations, driving accountability among team members.
- Fostered a culture of teamwork and communication, enhancing overall employee engagement and productivity.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Adult Critical Care Team Leader, Respiratory Care
Geisinger Medical Center
11.2004 - 12.2009
- Delivered age-specific respiratory care across neonatal, pediatric, and adult populations.
- Performed assessments, developed care plans, and collaborated with interdisciplinary teams.
- Managed invasive and non-invasive ventilation, including high-frequency modalities.
- Implemented Patient-Driven Protocols to optimize therapy and reduce unnecessary interventions.
- Provided patient and family education on disease management and discharge planning.
- Supported emergency airway management, trauma response, and rapid response teams.
- Assisted with fiberoptic bronchoscopies and invasive line placements.
- Functioned as shift coordinator and preceptor for students and new staff.
- Participated in neonatal ground transports and maintained EMR documentation in Epic.
- Ensured compliance with HIPAA, regulatory standards, and institutional policies.
- Streamlined workflows by implementing efficient processes and best practices.
- Led team to achieve operational goals, enhancing productivity and morale.
- Mentored staff, fostering skill development and knowledge sharing within the team.
- Analyzed performance metrics to identify areas for improvement and drive results.
Emergency Medical Technician (EMT)
Berwick Area Ambulance Association
03.2000 - 06.2005
- Administered emergency medical care in high-pressure situations, ensuring patient safety and comfort.
- Operated advanced life support equipment, effectively supporting critical interventions during transport.
Certified Respiratory Therapist (CRT)
Berwick Hospital Center
01.1998 - 03.2000
- Contributed to quality improvement initiatives and Joint Commission accreditation.
- Administered respiratory therapy treatments to patients in accordance with established protocols.
- Collaborated with multidisciplinary teams to develop comprehensive patient care plans.
- Monitored and assessed patient responses to therapy, adjusting treatment as necessary.
Education
Ed.D - Educational Leadership and Management with a Concentration in Human Resource Development
Drexel University
Philadelphia, PA06.2021
MBA, Master of Business Administration - Leadership and Management
Misericordia University
Dallas, PA05.2013
BS, Bachelor of Business Administration - Leadership and Management
Misericordia University
Dallas, PA08.2010
Skills
- Organizational leadership
- Presentation skills
- Meeting planning
- Teamwork and collaboration
- Customer service
- Critical thinking
- Verbal and written communication
- Decision-making
- Relationship building
- Microsoft office
- Operations management
- Project management
Certification
- PENNSYLVANIA DEPARTMENT OF HEALTHCARE PRACTIONER LICENSE Expires December 2026
- REGISTERED RESPIRATORY THERAPIST CERTIFICATION May 2002 - current
- GREEN BELT IN LEAN SIX SIGMA CERTIFICATION October 2016 - current
- JUST CULTURE INSTRUCTOR
COMMUNITY ACTIVITIES
EMERSON LEADERSHIP – EXECUTIVE LEADERSHIP MENTORING PROGRAM 2020, ZUMBATHON TO RAISE MONEY FOR CHILDREN MIRICLE NETWORK 2011, 2012, and 2013
PUBLICATIONS
AUTHENTIC LEADERSHIP AND MINDFULNESS: CULTIVATING WOMEN LEADERS IN THE HEALTHCARE INDUSTRY IN THE 21ST CENTRY OF HEALTHCARE
PRESENTATIONS
APPLYING A “LEAN” APPROACH TO LEADERSHIP AT LEADERSHIP LYCOMING OPENING SESSION September 13, 2019
PROFESSIONAL ORGANIZATIONS & APPOINTMENTS
- PENNSYLVANIA STATE -OSTEOPATHIC MEDICINE RESPIRATORY CARE LICENSURE 1998 - current
- AMERICAN ASSOCIATION OF RESPIRATORY CARE (AARC), 1998 - current
- NATIONAL BOARD OF RESPIRATORY CARE (NBRC), 1998 - current
COMMITTEES
- EPIC GO-LIVE WAVE 1 & 2 LARGEST IMPLEMENTATION 32,000, PEOPLE
- UPMC NORTH CENTRAL REGION PEDIATRIC SERVICE LINE 2019-PRESENT
- UPMC CENTRAL REGION PEDIATRIC SERVICE LINE 2021 – PRESENT
- SUSQUEHANNA MEDICAL GROUP QUALITY AND SAFETY 2019 – PRESENT
- NEWBORN NETWORKING 2022 – PRESENT
- RECRUITMENT 2019 – PRESENT
- SERVICE LINE LEADER MEETING 2019 – PRESENT
- VARIOUS HEALTH INSURANCE – QUALITY CARE GAP INITIATIVES 2019 – PRESENT
Timeline
Administrative Director
UPMC
07.2019 - Current
System Director Ethics and Corporate Compliance
Geisinger
04.2017 - 07.2019
Regional Clinical Manager Risk Management and Patient Safety
Geisinger Health System
05.2013 - 03.2017
Operations Manager Respiratory Care Services
Geisinger Medical Center
12.2009 - 05.2013
Adult Critical Care Team Leader, Respiratory Care
Geisinger Medical Center
11.2004 - 12.2009
Emergency Medical Technician (EMT)
Berwick Area Ambulance Association
03.2000 - 06.2005
Certified Respiratory Therapist (CRT)
Berwick Hospital Center
01.1998 - 03.2000
MBA, Master of Business Administration - Leadership and Management
Misericordia University
Ed.D - Educational Leadership and Management with a Concentration in Human Resource Development
Drexel University
BS, Bachelor of Business Administration - Leadership and Management
Misericordia University