Michelle Crawford
Colorado Springs,CO
Summary
Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact organizational success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
Overview
30
30
years of professional experience
Work History
Director of Patient Experience Colorado Market
Optum, United Health Group
04.2021 - Current
- Responsible to assist employed and network operational clinical and support staff with leading, planning, organizing, coordination, and supporting implementation of programs related to customer service and patient experience within the Colorado Market
- Active collaboration with market leadership that supports exceptional patient, staff, and provider engagement in patient experience
- Develop training programs, strategies and department-based activities that directly influence CAHPS, HOS and NPS engagement, member growth & retention and enhance our service culture.
District Manager
National Vision, Inc.
12.2018 - 09.2020
- Oversaw strategically, multi-unit business operations for15 retail optical stores throughout Colorado Springs, CO and Kansas City, MO
- Drive sales through analysis of daily business operations while identifying financial opportunities
- Analyzed potential job candidates across the district and work with management on succession planning for future vacancies
- Trained and developed physicians & support staff and conduct new-hire onboarding.
- Supervised various locations, enforcing high-quality standards of operation.
- Held meetings with director to identify techniques to overcome sales obstacles.
- Worked diligently to resolve unique and recurring complaints, promoting loyalty, and enhancing operations.
- Worked collaboratively with loss prevention to decrease shrink and boost loss awareness.
Director of Operations (Residency Program)
Skagit Regional Health
02.2018 - 12.2018
- Led the overall operations of ambulatory out-patient healthcare facilities, multiple specialty clinics, family practices, and residency programs, including referral management and strategic financial planning
- Effectively interacted with the providers and medical staff to ensure clinical & administrative processes were followed
- Developed short & long-term goals focusing on quality healthcare services centered on core values and positive workplace culture.
Director of Clinic of Operations
Skagit Regional Health
09.2002 - 02.2018
- Managed all operations by providing efficient cost control measures and staff development for multiple out-patient ambulatory locations directly correlated with hospital teams
- Collaborated with human resources on strategic planning and physician recruitment
- Facilitated change management strategies during critical acquisitions by leading system & workflow initiatives and fostering a positive team culture that increased productivity and financial viability during ambiguous periods
- Served as a staff trainer for JCAHO, DNV GL, and ISO 9001 accreditations to develop best practices in patient engagement, safety, quality of care, and other process improvements in healthcare
- Performed community relations and marketing roles involving health & career fairs, events, and networking functions to identify potential recruits and promote the organization’s services.
Education
Bachelor of Science in Applied Management -
Grand Canyon University
Master level Graduate Certification in Industrial & Organizational Psychology -
Grand Canyon University
Skills
- Outstanding Communication Skills
- Results-Oriented
- Detail-Oriented
- Multi-Tasking
- Project Management
- Operational Planning
- Data Analytics
- Labor Agreements
- Qualitative Research
- Emotional Intelligence
- Analytical Problem-Solving
- Tactical Decision-Making
- Pilot Programs
- Interviewing
- Vendor Relations
- Budgeting
- Forecasting
- Profit & Loss
- Curriculum Development
- Human Resources
- Talent Acquisition
- Resource and Employment Training
- Operations Management
- Strategies and goals
- People Management
- Verbal and written communication
- Strategic Planning
- Issues Resolution
- Business Administration
- Business Planning
Compliances
- HIPAA
- ACGME
- DNV
- FMLA
- EEO
- ISO 9001
- JCAHO
- CAHPS
- HOS
Technologyskills
- Home-Based Mobile Applications
- Electronic Health & Medical Records (EHR/EMR)
- Clinical Dashboards
- Microsoft Suite
- Telehealth Services
- Video Conferencing & Virtual Meetings
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Director of Patient Experience Colorado Market
Optum, United Health Group
04.2021 - Current
District Manager
National Vision, Inc.
12.2018 - 09.2020
Director of Operations (Residency Program)
Skagit Regional Health
02.2018 - 12.2018
Director of Clinic of Operations
Skagit Regional Health
09.2002 - 02.2018
Bachelor of Science in Applied Management -
Grand Canyon University
Master level Graduate Certification in Industrial & Organizational Psychology -
Grand Canyon University