Melinda Turnbaugh
Waxahachie,TX
Summary
Experienced healthcare professional with over 15 years of dedicated service in healthcare information systems and patient experience management. Proven track record of enhancing patient satisfaction, improving quality of care, and optimizing operational efficiency within healthcare settings. Skilled in leading multidisciplinary teams, implementing patient-centered initiatives, and driving organizational excellence. Adept at fostering a culture of compassion, empathy, and respect to ensure the highest level of patient care.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Manager of Consumer Experience Support
Dignity Health
05.2023 - Current
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work, resulting in a 16% improvement in employee satisfaction scores.
- Maximized performance by monitoring daily activities and mentoring team members, resulting in increased team productivity.
- Cross-trained existing employees to maximize team agility and performance.
- Exhibited fiscal responsibility by controlling costs to ensure the team was operating within budget.
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery, resulting in a 27% increase in positive customer satisfaction survey scores.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
Product Implementation Manager
Dignity Health
07.2017 - 05.2023
- Defined communication and monitoring policies and worked collaboratively to publish status reports and stakeholder updates.
- Led risk management efforts, gathering department leads to identify potential risks and brainstorm mitigation strategies collaboratively.
- Liaised with key stakeholders to obtain details on project scope, component requirements, and duration restrictions.
- Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
- Diagnosed technical issues during implementations, working closely with IT teams to resolve problems quickly and minimize downtime for clients involved in specific scenarios encountered.
Digital Health Informaticist
Dignity Health
01.2016 - 07.2017
- Collaborated with management in multiple departments to drive clinical process change initiatives.
- Contributed to implementing and consistently maintaining the organization's clinical information system.
- Enhanced patient safety through the development and implementation of clinical decision support tools.
- Implemented policies and practices to foster patient data privacy and confidentiality, resulting in a 12% reduction in HIPAA violations.
- Established quality assurance protocols for all informatics operations, minimizing risk factors associated with system failures or data breaches.
- Mentored junior staff members in principles and practices of informatics, fostering a culture of continuous learning and professional development.
Application System Analyst IV
Dignity Health
04.2013 - 01.2016
- Developed solutions by preparing and evaluating alternative workflow options, resulting in the creation of over 50 new best-practice workflows.
- Assisted with post-implementation troubleshooting of new applications and application upgrades.
- Tested newly installed programs and applications to validate operability, resulting in a 32% reduction in post-implementation incidents.
- Implemented rigorous testing procedures to ensure optimal performance and minimize errors in software applications, resulting in an 18% reduction of incidents reported during user acceptance testing.
- Facilitated training sessions for staff members on new software applications, promoting efficient adoption of new technologies across the organization
- Provided technical support for end-users, resolving issues promptly and effectively
Sr. Learning & Development Associate
Dignity Health
08.2010 - 04.2013
- Worked closely with employees after training to evaluate progress and provide further instruction.
- Enhanced employee performance by developing and implementing comprehensive training programs.
- Trained and mentored new personnel hired to fulfill various roles, resulting in a 23% increase in new employee onboarding satisfaction scores.
- Worked with central management to identify, plan, align, and address training needs.
- Evaluated the success of training programs and recommended improvements to upper management to enhance effectiveness.
- Produced training manuals, presentations, and resources for enhanced learning.
Education
Bachelor of Arts - Healthcare Administration
University of Arizona Global Campus
Chandler, AZ06.2024
Associate of Applied Science - Healthcare Operations
Heald College
Walnut Creek, CA07.2010
Skills
- Adaptability and Flexibility
- Agile project management
- Complex Problem-Solving
- Cross-Functional Collaboration
- Delegating with respect
- Effective Communication
- HIPAA Compliance
- Innovation and Creativity
- Operations Management
- Performance Improvement
- Process Improvement
- Relationship Management
- Strategic Planning
- Time Management
Certification
- ITIL v4 Foundation
- Project Management Professional - PMP
- Certified Scrum Product Owner - CSPO
- Certified Scrum Master - CSM
- Change Management Professional - CM
- Six Sigma Lean Professional - SSLP
Tools and Methodologies
- Azure DevOps
- Service Now
- Jira
- MS Office Suite
- Google Workspace
- SAFe Agile Framework
- ITIL v4 Foundation
- Lean Six Sigma
Timeline
Manager of Consumer Experience Support
Dignity Health
05.2023 - Current
Product Implementation Manager
Dignity Health
07.2017 - 05.2023
Digital Health Informaticist
Dignity Health
01.2016 - 07.2017
Application System Analyst IV
Dignity Health
04.2013 - 01.2016
Sr. Learning & Development Associate
Dignity Health
08.2010 - 04.2013
Bachelor of Arts - Healthcare Administration
University of Arizona Global Campus
Associate of Applied Science - Healthcare Operations
Heald College