Karen Lofty
Haverhill,USA
Summary
Dynamic leader with extensive experience in healthcare management at Fresenius Medical Care, excelling in patient and employee experience. Proven track record in analytics and leadership development, achieving satisfaction scores above industry averages. Skilled in public speaking and clinical supervision, fostering strong relationships to drive operational excellence and enhance care delivery. Strategic professional in business operations known for high productivity and efficiency in task completion. Specializing in process optimization, project management, and data analysis, ensuring streamlined workflows and enhanced operational efficacy. Excel in communication, problem-solving, and leadership, leveraging these soft skills to drive team success and achieve organizational goals.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Leader Care Consultant
Spring Health
Boston, MA
04.2024 - Current
- Assisting business and human resource leaders in a supportive capacity.
- Providing coaching, training and collaboration with managers to enhance employee performance in areas requiring additional support.
- Currently overseeing the account for Target Stores in the Greater Boston area.
- Delivering on-site support for critical incident responses and crisis intervention, facilitating threat assessment referrals, and conducting fitness-for-duty evaluations and providing follow-up after significant on-site events with support efforts.
- Offering leadership training and educational sessions to leaders and HR personnel, either on-site at Target stores or remotely, analyzing and addressing psychosocial and labor trends impacting their area.
- Conducting on-site education and training sessions for large onboarding groups to familiarize them with Spring Health services.
- Cultivating strong relationships with assigned HR personnel and cross-functional key stakeholders.
Director of Experience
Fresenius Medical Care, N.A.
Waltham, MA
10.2018 - 11.2023
- Comprehensive management and oversight of the ICH CAHPS Survey as part of the STARs process improvement strategies for Fresenius Medical Care North America across over 2,800 clinics.
- Collaborated with leadership teams to identify barriers to clinical operations / customer service and to implement new systems and processes to ensure high quality services and optimal outcomes.
- Performed data analysis and identified key areas to improve patient outcomes.
- Achieved employee satisfaction and patient satisfaction scores within and above industry average.
- Engaged extensively with field leadership to drive improvements in ICH CAHPS scores, STARs ratings, and to enhance patient participation.
- Conducted field assessments and implemented interventions in clinics identified with opportunities for enhancement, focusing on staff education and motivation.
- Collaborated with both internal and external government liaisons for effective communication and reporting related to the Centers for Medicare and Medicaid Services (CMS).
- Prepared and disseminated pertinent company-wide communications.
- Implemented process improvement strategies, including training on data metrics and conducting reviews of key performance indicators (KPIs).
- Analyzed data metrics and reported on ICH CAHPS survey performance to executive leadership and direct patient care teams.
- Developed and presented comprehensive reports comparing actual results against established goals to identify strengths and areas for development.
- Fostered and enhanced strategic partnerships with agencies, vendors, and leadership.
- Collaborated with existing and potential survey vendors to negotiate contracts and develop statements of work focused on cost-saving strategies for the organization.
- Implemented cost-effective practices to maximize support for direct patient care staff and clinic leaders.
- Aligned organizational objectives with patient experiences when devising improvement strategies.
- Led the development of new concepts and organized initiatives that provided essential operational resources.
- Addressed customer concerns and executed changes to resolve issues in partnership with Human Resources, legal teams, and other key stakeholders.
Director of Operations
Fresenius Kidney Care
Seacoast, NH
01.2015 - 01.2018
- Directly supervised a team of 8 clinic leaders, home therapy nurses, and additional clinical staff.
- Administered and coordinated all technical and clinical operations for 8 dialysis clinics and 3 home-therapy programs.
- Ensured the delivery of high-quality patient services, meeting or exceeding CMS standards and company KPIs.
- Implemented enterprise, divisional, and business strategies related to vascular access operations, aligning priorities to achieve company goals and objectives.
- Practiced cost containment strategies while maintaining regional profitability and growth, ensuring compliance with all company policies and federal/state regulations.
- Reviewed daily financial reports and reconciled accounts to ensure current and accurate information on all related profit and loss reports.
- Analyzed reports and adjusted workflows to align with organizational targets.
- Conducted regular staff evaluations and made decisions regarding promotions, realignments, or workforce reductions.
- Evaluated team competencies, identifying areas for improvement and implementing cost-saving measures.
- Engaged in community outreach and provided education on the causes and prevention of serious kidney disease.
Lead Social Worker, Clinic Social Worker
Fresenius Kidney Care
New England
01.2007 - 01.2016
- Provided Licensed Independent Clinical Social Worker (LICSW) leadership services to 54 dialysis clinic social workers throughout New England.
- In addition to my leadership responsibilities, I maintained a commitment to delivering direct patient care.
- Reporting directly to the Regional Vice President, I worked collaboratively with Clinic Managers to recruit, train, and supervise a team of 43 Social Workers, ensuring ongoing clinical supervision and mentorship.
- I spearheaded the implementation of an enterprise-wide initiative at the local level, developing and facilitating both single and multi-day training workshops.
- In this capacity, I closely partnered with the 8 Operational Directors to transition the role of Social Workers from primarily administrative tasks to more clinically focused responsibilities.
- Additionally, I collaborated with Human Resources, Compliance, and clinical staff to provide support during periodic unannounced audits conducted by the Department of Public Health (DPH).
- In my direct patient care roles, I conducted biopsychosocial assessments, developed treatment plans, participated in and facilitated multidisciplinary monthly KPI reviews, offered caregiver support, and employed therapeutic techniques to assist patients managing chronic illnesses.
Education
Master of Social Work -
Boston College
Boston, MABachelor of Arts (B.A.) - Psychology
Alverno College
Milwaukee, WISkills
- Leadership Development
- Interpersonal Skills
- Patient and Employee Experience
- Analytics
- Healthcare Management
- Public Speaking
- Social Work
- Clinical Supervision
Publications
Predicting Dialysis Facilities at Risk of Low ICH-CAHPS Quality of Center Scores, K.Lofty, et al., Session Information {abstract} [https://www.asn-online.org/education/kidneyweek/2020/program-abstract.aspx?controlId=3442117], 2020
Civic And Professional Engagement
- President, New England Council of Nephrology, Boston, MA, 01/01/08, 12/31/12
- Conference Presenter, Patient Experience Officer Summit, Nashville, Philadelphia, 2022, 2023
- Head of fundraising subcommittee and Volunteer, Sweet Paws Rescue
- Member, IPro, ESRD Network of New England's Medical Review Board and Network Council, Norwich, CT, 01/01/14, 12/31/23
- Program and Host Committee Member, NKF Clinicals, Boston, MA, 2018
- Annual Speaker, IPro PCT Meetings, Sturbridge, MA, 01/01/09, 12/31/11
- Award for Excellence, National Kidney Foundation, 2016
Certification
- Certified Patient Experience Professional Beryl Institute, Nashville, TN (2021)
- Certificate, Patient Experience Leadership Beryl Institute, Nashville, TN (2019)
- Licensed Independent Clinical Social Worker, Commonwealth of Massachusetts (Currentl)
- Certificate: Equity First: The Path to Inclusion and Belonging (2025)
Accomplishments
- New England Council of Nephrology, Former President, Boston, MA
(2008-2012) - Patient Experience Officer Summit, Nashville and Philadelphia
(2022, 2023) Presenter - IPro, ESRD Network of New England: Medical Review Board and Network
Council, Norwich, CT
(2014-2023) - Annual Speaker IPro PCT Meetings, Sturbridge, MA
(2009-2011) - Award for Excellence from the National Kidney Foundation
(2016) - Fundraiser, event coordinator and other volunteer work for Sweet Paws Rescue (Currently)
Timeline
Leader Care Consultant
Spring Health
04.2024 - Current
Director of Experience
Fresenius Medical Care, N.A.
10.2018 - 11.2023
Director of Operations
Fresenius Kidney Care
01.2015 - 01.2018
Lead Social Worker, Clinic Social Worker
Fresenius Kidney Care
01.2007 - 01.2016
Master of Social Work -
Boston College
Bachelor of Arts (B.A.) - Psychology
Alverno College