Lisa Pierce, MAHS, CPXP

Seeking a position that provides an opportunity to utilize extensive healthcare experience to benefit the patient, the organization, and community by improving the patient and family experience, streamlining processes, increasing employee morale, and creating a highly reliable organization.

Proven performer capable of managing multiple tasks concurrently with a high level of autonomy. Loyal, outgoing, personable, and highly organized. Strong communication and critical thinking skills, service recovery, customer service, process improvement, cost reduction, materials and personnel management, relationship building, leadership coaching, project management,

Process Manager with excellent track record in collaboration across departments to evaluate, design and implement business processes. Consistently improved processes and managed change among stakeholders using positive approaches. Well-established data analysis experience.

Focus on innovation and evidence-based co-design while leveraging technology to achieve an improved experience, for employees and customers alike. Creating a knowledgeable workforce , utilizing lean methodologies and project management skills, and aligning with strategic organizational goals.

(Myers-Briggs INFJ-T)(Enneagram # 1)(Learning style- visual)

• Certified Project Manager (CAPM)- Project Management Institute 2022 (In-progress)
• Certified Patient Experience Professional (CPXP) -The Beryl Institute 2019-Current
• Lean Problem-Solving Methodologies Certification- McLeod Health 2019
• Nonprofit Essentials Certification- NonProfitReady 2022

• Created and implemented the facility Order Validation process; reduced invalid orders for the facility (outpatient services) by 96% for 2016-2018
• Assisted in the reorganization of the Patient Access department to include a 50% staff reduction with a 25% productivity increase; reduced outpatient denials from an average of $250,000 per month to under $10,000 per month; improving the facility bottom line by $2,000,000 for 2017
• Assisted in ECW electronic health record (project management of personnel and completion of data migration- coordinated and trained 24 employees for Cerner Registration Chart Prep and ECW Schedule Backload after Cerner HER implementation 2019
• Collaborated with IT to design standardized department electronic work order request system 2019 (Internal Project Management Software)
• Patient and Family Support: Comfort calls, Virtual visits and patient family updates process design, implementation, and monitoring (COVID-19) 2020
• Staff and Leadership Support: Zen Den, Code Teal, Care Packages-design, recruit donations, implementation, monitoring, collaboration for growth 2020
• Researched, designed, and implemented Visitor Management processes 2020-2021
• Designed and developed virtual registration process for Children's Hospital patients 2021
• Collaborated on design and implementation of Discharge Folder (for system wide utilization) 2021
• Collaborated with Hospitality Services Manager to research evidence based best practices and create standard work for Patient Representatives 2021
• Collaborated on design and implementation of Discharge TV Channel (for system wide utilization) 2022
• Develop Skills Fair content for wide scope approach utilizing multi-modal learning 2022
• Streamline continuum (access and education) for Heart & Vascular patients (hospital and office stakeholders) 2022