Lisa M. Alves
Westport
Summary
Dynamic healthcare leader with extensive experience at Southcoast Hospital ACO, excelling in care coordination and team building. Proven track record of enhancing operational efficiency and patient enrollment, while fostering a collaborative environment. Adept at strategic planning and conflict resolution, driving continuous improvement in patient care and team performance.
Overview
25
25
years of professional experience
Work History
Manager SC ACO Care Navigation & Southcoast Physician Group (SPG) Chronic Care Management
Southcoast Hospital ACO
Fairhaven
05.2017 - Current
- Facilitated smooth transitions for vulnerable patients and their families from hospital stays to outpatient services.
- Liaised with PCP offices, DME distributors, andelder and community services to coordinate necessary care for patients.
- Assisted patients in learning to advocate for themselves during follow-up care visits.
- Ensured patients received continuous support through collaboration with complex care navigators.
- Enhanced employee development through career growth opportunities.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Organized regular team gatherings to address progress and areas needing improvement.
- Delivered timely documentation of all project developments.
- Scheduled consistent check-ins for performance reviews and feedback.
- Provided upper management with performance analysis and projections.
- Enhanced team efficiency through motivational coaching.
- Developed processes to optimize organizational workflow and efficiency.
- Conducted thorough quality reviews to maintain adherence to benchmarks.
- Effectively managed stressful incidents through acalm demeanor.
- Led, guided and mentored new hires to increase understanding of company programs.
- Assigned tasks to associates to fit skill levels and maximize team performance.
- Ensured compliance with industry regulations and company policies.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Conducted performance evaluations, providing feedback and coaching for team development.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Reviewed completed work to verify consistency, quality, and conformance.
- Recruited and trained new employees to meet job requirements.
- Recruited and hired qualified candidates to fill open positions.
- Provided leadership during times of organizational change or crisis situations.
- Directed recruitment, hiring, and training of new staff members.
- Negotiated contracts with vendors to secure favorable terms and pricing.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Created and managed budgets for travel, training, and team-building activities.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Resolved customer complaints and issues promptly, maintaining a positive brand image.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Delegated work to staff, setting priorities and goals.
- Coached, mentored and trained team members in order to improve their job performance.
- Maintained up-to-date records of employee attendance, payroll information, vacation requests.
- Developed and implemented strategic plans to achieve company objectives.
- Enhanced customer satisfaction through the development of a customer service excellence program.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Planned and delivered training sessions to improve employee effectiveness and address areas of weakness.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Ensured compliance with all applicable laws, regulations, industry standards.
- Streamlined communication channels, improving information flow and decision-making speed.
- Managed risk through strategic development and implementation.
- Ensured compliance with regulatory requirements and industry standards.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Created monthly reports for senior management summarizing operational performance metrics.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
- Worked with cross-functional teams to achieve goals.
- Improved patients' wellbeing by advising on medical and lifestyle issues impacting current health.
- Educated patients on procedures, treatment plans, medications and preventive measures.
- Updated charts with latest information, test results and differential diagnoses.
- Explained potential prognoses of diseases or traumatic conditions.
- Followed universal or standard precautions consistently to protect patients and staff.
- Reviewed medical testing requests to determine validity of diagnostic testing requests.
- Met with patients to determine specific medication, treatment and recovery needs.
- Educated patients about their health condition and available treatment options.
- Collaborated with other healthcare professionals to provide comprehensive patient care.
- Directed and delegated workflow of nurses
- Obtained and recorded patients' medical histories and treatment progress for optimal treatment planning.
- Collaborated with other healthcare professionals to coordinate optimal care for each patient.
- Met with patients to discuss needs, conduct tests and evaluate clinical presentations.
- Established and maintained relationships with specialists to provide patient referrals and holistic care.
- Maintained detailed records of all diagnoses, treatments, medications, test results and other information related to patient care.
- Developed treatment plans based on individual patient needs.
- Advised patients about diet, nutrition and other lifestyle behaviors to promote health and disease prevention.
- Maintained strict patient privacy and confidential patient information, taking care to meet HIPAA guidelines and statutes for data security.
- Worked with patients and families to design care plans.
- Managed ongoing care of patients with chronic issues of varying severity and treatment requirements.
- Counseled patients on lifestyle changes that may improve their overall health.
- Communicated effectively with staff members, colleagues and other healthcare providers.
- Attended continuing education courses to stay current on best practices in the field.
- Discussed histories and current symptoms or complaints with every patient.
- Maintained accurate and thorough patient charts in accordance with legal and clinical standards.
- Determined key factors affecting patient wellbeing, including SDOH assessment
- Recognized by management for providing exceptional customer service.
- Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
- Facilitated teamwork among coworkers to meet organizational targets.
Manager SC ACO Care Navigation & Southcoast Physician Group (SPG) Chronic Care Management
Southcoast Physician Group
Fairhaven
05.2017 - Current
- Managed daily operations, productivity, and staffing.
- Drove improvements resulting in higher volume of enrolled patients across both programs.
- Oversaw remote workforce to achieve set goals.
- Enhanced program by fostering innovative ideas.
- Handled Kronos responsibilities for entire staff.
- Established processes to ensure efficient workflow throughout care navigation and chronic care management departments
Director of Multiple departments including throughput
Saint Anne’s Hospital
05.2013 - 03.2017
- Directed inpatient admissions from ED, Physician offices, DSD, PACU, and hospital transfers
- Facilitated multi-disciplinary daily rounds to ensure that every aspect of the patient’s needs was being met, including discharge plans and follow-up care
- Budget planning, mitigation, and adherence for department
- Managed successful team of 15 Nursing Supervisors; Facilitated schedules, monthly meetings, performance reviews, communication of policy changes, fiscal responsibility and flexing with census to avoid use of OT
- Managed team of eighteen inpatient transporters, including scheduling, evaluation of performance, provided teaching on proper verification of patient and use of proper body mechanics
- Researched and implemented electronic real time transport request system and decreased arrival time from 15 minutes to 8 minutes without the use of additional resources
- 24/7 accountability and access for nursing supervisor and transport support
Lead Nursing Supervisor
Saint Anne’s Hospital
06.2005 - 05.2013
- Responsible for in-house staffing, sick call coverage and evaluated hospital census and staffing in four-hour blocks
- Mentored newer graduates at the bedside with prioritization, critical thinking assessment skills, early acknowledgment of changes in patient conditions, SBAR communication, pain management assessment, and abstract thinking for problem solving
- IV placement, Foley catheter insertions, and wound care
- Provided emotional support to patients, families, and care teams during times of critical changes in patient and death
- Effectively managed conflicts and behaviors amongst staff
- Responded to inpatient and emergency room codes
- Directed on call OR/ENDO teams for emergent cases on the off-shift hours for surgeons and NEOB
- Collaborated with team for patients requiring med flight to tertiary facilities
- Ensured safety of patients, visitors, and staff in times of disasters
- Responsible for orientation and precepting of all new supervisors
Telemetry Staff Nurse
Saint Anne’s Hospital
04.2004 - 06.2005
- Responsible for the assessment, medication administration and documentation of a 7-patient assignment
- Developed individualized care plans at time of admission
- Delegated appropriate tasks to CNA’s
- IV insertion and shift care of all lines
- Insertion and care of Foley catheters
- Wound care and post op care
- Telemetry monitoring and documentation
- Notified physicians immediately in changes in patient condition
Telemetry/Psychiatric Staff Nurse
Southcoast HealthCare
05.2000 - 04.2004
- Assessment of telemetry monitors, critical care patients and acute adult psychiatric patients
- Nonviolent de-escalation of patients in acute psychiatric crisis patients
- Assessment of medication reactions and early recognition of medication toxicity
- Routine care of medically compromised patients
- Assist with ADL’s, obtained vital signs, performed, and documented head to toe assessment and medicated as appropriate and ordered
Education
Bachelor of Science - Nursing
Chamberlain College of Nursing
Illinois City, IL05-2026
WATSON HUMAN CARING THEORY - Nursing
Watson Caring And Science Institute
Norwood, MA01.2012
associate in science - Nursing
Fisher College
Boston, MA01.2000
Diploma in Nursing -
Brockton Hospital School of Nursing
Brockton, MA01.2000
Skills
- Patient assessment
- Care coordination
- Task prioritization
- Team building
- Care plan development
- Electronic health records
- Patient education
- Time management
- Conflict resolution
- Team collaboration
- Healthcare regulations
- Hiring and onboarding
- Verbal and written communication
- Financial management
- Improve performance
- Strategize business plans
- Delegation
- Sound judgment
- Content development
- Scheduling
- Multitasking and organization
- Performance measurement
- Visionary leadership
- Employee relations
- Project coordination
- Continuous improvement
- Professional demeanor
- Effective communication
- Revenue generation
- Hiring and retention
- Cross-functional team leadership
- Risk management
- Employee motivation
- Organizational skills
- Strategic partnerships
- Goal setting
- Crisis management
- Profit and loss accountability
- Staff management
- Task delegation
- Issues resolution
- Adaptability and flexibility
- Benchmarking
- Cost analysis and savings
- Performance evaluations
- Recruitment and hiring
- Operational efficiency
- Rules and regulations
- Self motivation
- Employee development
- Performance management
Executive Achievements
- Developed Southcoast Physician Network CMS compliant Chronic Care Program resulting in return of revenue stream into Southcoast in lieu of a vendor.
- Leader in Innovation and Changes to increase revenue and create efficiencies.
- High Staff retention rate retaining approx. 90% of staff remain 5 years, not including retirements.
- Leader with high integrity with diverse experience which drives my abilities to envision and create the highest quality outcomes and greatest patient satisfaction.
- Develops meaningful and trusting relationship with peers, providers, and other stakeholders.
- Visionary of continuous improvement of ambulatory care management programs.
- President’s Award recipient for Southcoast Cares about my Diabetes Program 2024.
Management And Leadership
- Directed patient throughput for entire hospital from multi-entry points.
- Coordinate and direct safe staffing (flexing up & down), as appropriate for census.
- Fiscal responsibility an outside the box creative thinker to reduce additional staff while allowing every team member to work at top of license or role.
- Developed and maintained departmental budgets.
- Coordinate and effectively conduct disaster planning.
- Manage an interdisciplinary care navigation team as well as chronic care management teams.
Communication Skills
- Effectively communicate with a multi-disciplinary team to coordinate safe and personalized care for each individual patient.
- Collaborate closely with patients and providers to ensure that all patients’ needs are met.
- Ensure patient discharges from our team are safe and appropriate.
- Extraordinarily successful in dealing with patient & family complaints.
Affiliations
Reading, car shows, travel, walks with dog,spending tine with my family
Timeline
Manager SC ACO Care Navigation & Southcoast Physician Group (SPG) Chronic Care Management
Southcoast Hospital ACO
05.2017 - Current
Manager SC ACO Care Navigation & Southcoast Physician Group (SPG) Chronic Care Management
Southcoast Physician Group
05.2017 - Current
Director of Multiple departments including throughput
Saint Anne’s Hospital
05.2013 - 03.2017
Lead Nursing Supervisor
Saint Anne’s Hospital
06.2005 - 05.2013
Telemetry Staff Nurse
Saint Anne’s Hospital
04.2004 - 06.2005
Telemetry/Psychiatric Staff Nurse
Southcoast HealthCare
05.2000 - 04.2004
Bachelor of Science - Nursing
Chamberlain College of Nursing
WATSON HUMAN CARING THEORY - Nursing
Watson Caring And Science Institute
associate in science - Nursing
Fisher College
Diploma in Nursing -
Brockton Hospital School of Nursing
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