Luke Britto, MHA

• Collaborate with functional teams to design, implement, and implement new strategies for digital consumer touchpoints with a focus on advocating to improve ease and access for consumers across UPH footprint
• Manage projects by leading meetings, setting milestones and deadlines, implementing accordingly, and follow up to ensure optimal operations
• Champion innovation, foster a flexible and nimble approach to technology adoption and expansion, and create a culture of collaboration across functional teams
• Identify opportunities to use technology and automation to enhance communication between teams and achieve business success.
• Support, updates and enhancements as it relates to digital applications and operational workflows
• Develop and maintain understanding of the key technical components of access strategies within third party digital tools and Epic to translate vision into operational workflow in collaboration with IT analyst partners
• Advocate the consumer experience while designing workflows for digital communication and access platforms in collaboration with Marketing/Communications, IT, Revenue Cycle, and Clinical informatics
• Collaborate with Legal and Compliance teams to evaluate new use cases and expand digital communication with consumers
• Evaluate process implications across the ambulatory enterprise to ensure new initiatives support and align with the greater operational strategy
• Collaborate with IT and analytics to design and report key metrics for digital access tools
• Consistently evaluate suite of digital access tools to identify opportunities to streamline products, ensure products are used in their most effective state, and evaluates competitor products to ensure and support optimal consumer experience
• Audit operational use of the digital access tool suite to ensure compliance with all legal and operational requirements and reports findings to appropriate functional teams utilizing effective communication strategies
• Report key information from various digital platforms to evaluate business needs and act if necessary
• Serves as a key connection between operational strategy and technical teams to facilitate the transition from operational vision to technical design and implementation
• Audit practice templates for compliance with template requirements and evaluates consumer accessibility as compared to benchmarks
• Collaborate with clinic leadership to analyze schedules and templates to design performance improvement processes while balancing personalization and standardization
• Collaborate with analytics to support data driven decisions during project decision stages and throughout the lifecycle of enterprise projects
• Provide exceptional internal customer support to all functional teams to support the success of department and enterprise priorities.
• Manage strategic partnership initiatives to drive measurable outcomes and deeper relationships with cross-functional teams.

• Assume fiscal accountability for personnel, supplies, and equipment as defined by the hospital’s budgetary guidelines
• Evaluate operations monthly and implements required and approved operation changes
• Manage day-to-day operations for both departments.
• Effectively communicate with all professions and departments across organization to enhance the patient experience.
• Gather and analyze data to drive decision making, staffing, and patient needs
• Key collaborator with all departments within IMMC to promote Fostering Unity, Quality Improvement, and patient satisfaction by utilizing best practices
• Responsible for identification, initiation, and monitoring of departmental process improvement initiatives driving process improvement and budgetary improvement
• Establish vision/strategic planning for Patient Transport and Valet and empowers staff to achieve identified goals
• Integrate and demonstrate organization's values and Expectations for Personal and Service Excellence to guide professional behaviors, while adhering to the policies and procedures of UnityPoint.
• Serve as a resource/consultant to all areas within the organization and the system with internal transportation needs, valet needs, and solutions for improving services that fall into the operations of these departments
• Serve on committees including Code Blue Committee, Wayfinding Committee, Fall Prevention, and Safe Patient Handling
• Practice and demonstrate knowledge to remain compliant with DNV, TJC, HIPAA, ADA, and OSHA
• Onboarded new employees with training and new hire documentation.
• (See Below) Transition to manager resulted in no replacement of supervisor position as all duties remained.

• Direct, coordinate, and manage resources for all three departments
• Practice and demonstrate knowledge to remain compliant with DNV, TJC, HIPAA, ADA, and OSHA
• Develop reports and solutions through analytical data for process improvement initiatives
• Provide departmental reports to measure progression of departmental goals
• Provide financial documents and suggestions to guide budget
• Directly involved with budgeting process
• Effectively communicate with departments, providers, and clinics throughout the hospital
• Present when needed for New Leader U class
• Teach safe patient handling classes for both hospital classes and department educating staff and providing feedback on best practice
• (Mobility Coach)
• Provide initiative to improve quality and customer service by striving to exceed customer expectations
• Institutes the knowledge that patient and workplace safety is a priority by preventing errors, accidents, and infection control; reporting all potential or actual concerns immediately
• Manage daily operations of both Patient Transport, Valet, and Translation Interpretation Services Departments
• Interview, orient, train, schedule, evaluate, mentor, discipline, and terminate staff according to hospital policies
• Schedule, conduct, and document in-service and educational programs for departmental staff
• Coordinate quarterly meetings and rounding for all staff members
• Involved in building valet department internally to eliminate outside vendor in order to better operational budget
• This included development of budget, policies, processes, and customer service expectations for Valet department
• Manage projects and quality improvement efforts as assigned.

• Ensure that patient resupply orders are processed for all supplies and equipment and support quality patient care in an efficient, timely and cost-effective manner
• Assist Value Analysis Teams with information to determine specifications for selecting material
• Consult with and provides updates and performance criteria to all UPH affiliates to facilitate timely acquisition of supply and equipment needs and provide necessary information and guidance as requested
• Place orders with current vendors, utilizing proper procedures that provide a clear audit trail of all transactions
• Maintain a detailed audit trail of all transactions involving equipment, supplies or other materials that have been received, delivered or disposed
• Work with current warehouse vendor to maintain appropriate inventory levels of supplies, equipment or other materials
• Confirm delivery tickets and the billing review queue
• Book charges for services/equipment rendered into the system accurately and completely
• Manage all necessary documentation needed for billing equipment/supplies to insurance
• This may include, but is not limited to, SMN/CMN’s, sleep studies, nursing and physician records, authorizations, patient letters and physician letters
• Manage PAP downloads for patient compliance when required
• Follow up with physicians on any delinquent documentation
• Collaborate with management team to identify and prioritize quality improvement strategies that affect company operations.
• Direct inventory regulation processes and accounting input data processing and reviewed output records from supply systems.

• Provide excellent customer service support to our 30,000 employees across all regions, primarily by phone and the case management tool in relation to benefits, leaves, and payroll to foster efficient human resource operations
• Assist in performing quality assurance on calls and cases to reinforce high standards of accuracy and conformity
• Support team training by identifying needs and partnering with the functional areas as needed
• Respond to incoming correspondence from employees, managers, and local HR departments in adherence with established service level agreements and know when to escalate a situation
• Reference company policies and procedures to ensure accuracy of response and to offer all available information
• Integrates efficiently with various team members of all levels across the organization
• Participate in process improvement efforts and implementation leading to effective and efficient operations.
• Built and developed HR knowledge base to help employees answer questions via self-service.

• Transport patients throughout the hospital in order to get them to and from procedures, appointments, or therapy sessions
• Responsible for accurate and timely transportation of laboratory specimens throughout hospital system
• Efficiently and effectively respond to all code alerts and traumas throughout the hospital
• Committed to providing high quality customer service and following the organizational values at all times
• Effectively communicate with all professions related to the patients care.
• Member of team performing panel interviews and employee selection for open positions in the Transport and Dispatch Departments.
• Train new employees on safety and procedures as it relates to the position.
• Collaborated with other preceptors enhance new hire experience.

· Worked as Administrative Extern before being hired on as Chapter Coordinator

· Work with different communities and vendors to collaborate on different events in the within the communities.

· Efficiently and effectively handle accounts payable and receivable along with making daily deposits.

· Utilize company specific software for donations including Donor Pro and Convio.

· Complete any projects for upcoming events as assigned.

· Answer multi-line phone directing calls to the correct personnel.