Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
Kenneth Huelskamp

Kenneth Huelskamp

Sr. Director
Centreville,VA

Summary

Innovative, pro-active, forward-thinking, and motivated executive professional possessing a practical understanding of business needs. Effective at incorporating strategic and innovative operational and HR leadership skills to achieve business objectives and drive productivity and growth. Adept at directing technical projects, improving processes and efficiency while meeting deadlines and budget requirements. Expertise in customer loyalty, relationship, and value management. Adept at analyzing business operations and implementing strategies to improve performance. Dedicated to bridging customer requirements with strategic business and technology development in support of revenue performance and stakeholder value.

Overview

40
40
years of professional experience

Work History

Senior Director, National Resource Center

Muscular Dystrophy Association
11.2018 - 11.2022
  • Develop and manage strategic direction of the National Resource Center which provides support and resources to patients and families challenged by neuromuscular diseases
  • Expanded and optimized use of Salesforce CRM
  • Built team from 4 Resource Specialists to 1 Manager and 7 Resource Specialists
  • Team manages nearly 20,000 yearly inquiries with average close time of 1 day
  • Promoted from Director to Senior Director
  • Centralization of support staff into a single, cohesive unit
  • Development of insights and trends reporting for improving community support
  • Integration and standardization of team processes and communication
  • Creating clarity where ambiguity exists
  • Creation of metrics to help drive decisions and insight into organizational performance
  • Implemented reporting process to provide insight into workload for the first time in organizational history
  • Cut expenses by 40% and improved patient experience through automation and elimination of unnecessary processes
  • Full implementation of case object in Salesforce and use of RingCentral communication suite
  • Lead tester for transition from RingCentral to Cisco Webex product.
  • Established departmental performance goals and provided feedback for underperforming areas.
  • Assisted with sales and marketing strategies to foster achievement of revenue goals.
  • Revamped operational plans to refocus staff and align processes with business objectives.
  • Prioritized and allocated valuable resources to meet business targets.
  • Fostered work culture of collaboration and inclusion to increase morale and reduce turnover.
  • Optimized operational processes using analytics tools to address client-specific metrics.
  • Improved customer experiences to enhance support services.
  • Met with department supervisors and provided staff support to attain organizational goals.

Managing Director, NCDR

American College Of Cardiology
05.2007 - 11.2018
  • Collaborated with subject matter physician experts to improve clinical practices, revise data sets and clinical data models, and ensure guideline processes are incorporated
  • Actively monitored/evaluated environmental threats such as competitors, changes in practice and new developments in treatment options
  • Contributed to development of supporting documents and presented training to end user community utilizing web tools and during Annual Conference
  • Conducted detailed analytical review of existing support functions to allocate/plan for future growth
  • Provided Salesforce administration and training support for 90 users to improve customer satisfaction and create a positive customer experience
  • Supervised daily activities of staff through direct interaction with over 14,000 users across nearly 2000 hospitals globally providing clinical, technology, and account management support
  • Led and negotiated contracts with participants and vendor organizations
  • Developed educational content and facilitated both live and on-demand webinar formats
  • Cultivated open line of communication with customer base, ensuring timely information exchange through web postings, email, and call queue functionality
  • Performed statistical analyses to gather data for operational and forecast team needs.
  • Introduced and led implementation of CRM system (Salesforce) which provided new insight into customer experience and satisfaction
  • Provided administrative support of CRM system
  • Successfully migrated organizational membership database from iMIS to TMA Personify
  • Improved throughput and timeliness of payment and contract processing through implementation of process enhancements, supporting collection of over 30% of organization's gross revenue ($30+ million)
  • Responded to over 45,000+ inquiries covering account management, account security, and complex case management inquiries
  • Enhanced team to support data registry and accreditation processes.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
  • Trained and guided team members to maintain high productivity and performance metrics.

Clinical Coordinator, Cardiac Catheterization

Inova Fairfax Hospital
01.2002 - 01.2007
    • Clinical role supervising one of 7 cardiac catheterization laboratories
    • Direct patient care role with oversight and review of staff
    • Femoral artery and vein access privileges gained.
    • Treated plaque buildup within arteries with angioplasty balloon procedures.
    • Supported physicians throughout introduction of medical devices and vascular closure with collagen plugs and stitches.
    • Installed bare metal, drug-eluting and bioabsorbable stents throughout vascular system.
    • Administered nursing care to cardiac patients undergoing diagnostic, therapeutic or emergency services.
    • Implemented new policies and educated staff on changes.
    • Coordinated, monitored, assigned, and documented patient and clinical care activities.
    • Performed fractional flow reserve tests to measure blood pressure and diagnose severity of restriction at blocked areas within arteries.
    • Led physicians, nurses and healthcare teams in providing punctual, professional care delivery.
    • Built strong relationships with patients and families for optimized care satisfaction.
    • Mentored new clinical staff members for proper onboarding and orientation processes.
    • Upheld quality assurance procedures to maintain patient safety and satisfaction.

IT Customer Support Manager

Inova Health System
01.1999 - 01.2002
  • Managed and supervised team of 11 IT professionals providing IT project management and break/fix services for Inova Fair Oaks Hospital and Inova Health System offices.
  • Completed performance evaluations and rectified issues to service clients and more effectively meet KPIs.
  • Identified process enhancements to reduce inconsistencies and drive improvements to support ongoing company success.
  • Monitored metrics and developed actionable insights to improve efficiency and performance.
  • Handled complex and sensitive client relations and quality control issues to minimize negative impact to business direction.
  • Led and executed customer support team strategy to reach company support goals.

Clinical User Coordinator

Inova Health System
01.1997 - 01.1999
  • Provided end user support for integrated electronic medical record system for health system
  • Represented ancillary services' needs to design/production team
  • Served as interim director for department.
  • Mentored new clinical staff members for proper onboarding and orientation processes.
  • Set up educational programs for clinical staff to enhance skills and knowledge.
  • Implemented new policies and educated staff on changes.

Clinical User Coordinator/System Administrator

Inova Fairfax Hospital
01.1993 - 01.1997
  • Implemented and supported scheduling system for Heart Center
  • Selected as Administrator of the Year by Serving Software Group
  • Represented Heart Center and Ancillary Services in development and implementation of new electronic medical record.
  • Detailed upcoming software upgrades and system sprints to team members.
  • Adopted cost-effective, useful solutions to implement into current systems.
  • Managed onboarding and offboarding of employees.
  • Contributed to development, administration and testing of disaster recovery plans.
  • Mentored employees and offered constructive feedback for performance improvement.

Administrative Director, CV Service Line

Inova Fairfax Hospital
01.1991 - 01.1993
  • Managed annual revenue budget of $18 million and expense budget of $7.5 million
  • Partnered with 90+ cardiologists and 7 cardiovascular surgeons in delivery of care
  • Developed electrophysiology program and balloon pump flight program
  • Span of management included non-invasive cardiology, cardiac catheterization, cardiovascular surgery support, and electrophysiology programs.
  • Created and updated records and files to maintain document compliance.
  • Documented all operations and managed communication with team members.
  • Communicated corporate objectives to various divisions to meet deadlines and adhere to company budgets.
  • Established workflow processes, monitored daily productivity, and implemented modifications to improve overall performance of personnel.
  • Prepared budgets with forecasts and projections.

Various Clinical and Supervisory Roles

Inova Fairfax Hospital
01.1983 - 01.1991
  • Clinical and managerial roles within the cardiac catheterization laboratories and cardiovascular surgery
  • Developed scrub protocols for pediatric catheterization.

Education

Master of Science - Health Services Administration

Central Michigan University
Mount Pleasant, MI

Bachelor of Science - Biology

Geneva College
Beaver Falls, PA

Skills

  • Measurement and Analysis
  • Cardiovascular Disease Management and Guidelines
  • Budget planning and management
  • Mentorship
  • Policy Development
  • Reporting Expertise
  • Team-Building Abilities
  • Customer Needs Assessments
  • Operational Efficiency
  • Coaching and Mentorship

Accomplishments

  • Design and development of process improvements
  • Activities
  • Adjunct Faculty, Geneva College, Cardiac Embryology
  • Faculty, NCDR Annual Clinical Conference
  • Faculty, Christopher Reeve Foundation Clinical Conference
  • ONGOING EDUCATION (LinkedIn)
  • Mindful Leadership
  • Customer Experience: Journey Mapping
  • Customer Experience Leadership
  • Six Sigma Foundations
  • The Six Morning Habits of High Performers
  • Unconscious Bias (2017)
  • Strategic Thinking
  • Operational Excellence Foundations
  • The Secret: What Great Leaders Know and Do (getAbstract Summary)
  • Starting a Memorable Conversation
  • Humble Leadership: The Power of Relationships, Openness, and Trust (getAbstract Summary)
  • Building Resilience
  • Project Management Certificate-James Madison University2

Timeline

Senior Director, National Resource Center

Muscular Dystrophy Association
11.2018 - 11.2022

Managing Director, NCDR

American College Of Cardiology
05.2007 - 11.2018

Clinical Coordinator, Cardiac Catheterization

Inova Fairfax Hospital
01.2002 - 01.2007

IT Customer Support Manager

Inova Health System
01.1999 - 01.2002

Clinical User Coordinator

Inova Health System
01.1997 - 01.1999

Clinical User Coordinator/System Administrator

Inova Fairfax Hospital
01.1993 - 01.1997

Administrative Director, CV Service Line

Inova Fairfax Hospital
01.1991 - 01.1993

Various Clinical and Supervisory Roles

Inova Fairfax Hospital
01.1983 - 01.1991

Master of Science - Health Services Administration

Central Michigan University

Bachelor of Science - Biology

Geneva College

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Kenneth HuelskampSr. Director