Miriam Carranza
Rio Vista,CA
Summary
Executive Leader: Operations Director with over 20 years of experience in healthcare.
Knowledgeable Operator with proven track record in optimizing operational efficiency and streamlining processes. Successfully managed large teams and implemented strategic initiatives that improved productivity and reduced costs. Demonstrated leadership and problem-solving skills to drive continuous improvement and achieve organizational goals.
Operations professional with strong background in managing complex projects and driving operational excellence. Known for collaborative approach and commitment to delivering high-quality results. Dependable and adaptable, consistently meeting changing demands of business. Proven skills in strategic planning and team leadership.
Experience with project management, process optimization, and strategic planning. Utilizes analytical thinking and effective communication to enhance organizational performance. Track record of implementing innovative solutions and leading teams to achieve operational success.
Overview
19
19
years of professional experience
Work History
Director of Operations – National Physician Enterprise Connection Center
CommonSpirit Health
10.2022 - 11.2024
- Dynamic Healthcare Operations Leader
- Proven track record in driving operational excellence, project management, and cross-functional team leadership across large-scale healthcare systems.
- Strategic Leadership: Leads Connection Center implementations and process improvement initiatives across CommonSpirit Health’s National Central and South Regions, overseeing the Arizona, Nevada, and Texas Markets.
- Operational Oversight: Manages the National Physician Enterprise Connection Center, directing 120+ FTEs and supporting 296+ clinicians while achieving critical performance metrics.
- Transformational Impact: Spearheaded the seamless transition of all Texas primary care clinics to the National Connection Center, ensuring operational efficiency and continuity of care.
- Growth-Driven Collaboration: Directed a joint venture partnership that boosted referrals to Dignity Health from 30% to 60%.
- Process Optimization Expert: Certified in Six Sigma and Lean methodologies, driving continuous improvement and streamlining workflows for enhanced efficiency.
- Recognized for delivering innovative solutions that enhance patient access, operational scalability, and organizational success.
- Oct 2022 - Nov 2024 (2 years 2 months)
Manager of Operations
Dignity Health
03.2022 - 10.2022
- Pioneered Standardization Initiatives: Partnered with Mercy Medical Group (MMG) to create and implement 20+ standardized workflows, ensuring consistency and efficiency across operations.
- Statewide Training Execution: Designed and executed a comprehensive training plan to equip all Physician Enterprise Connection Center (PECC) staff across California with standardized processes, driving alignment and performance.
- Dashboard Standardization: Developed and implemented unified dashboards with key performance indicators and thresholds, now a standard tool for monitoring PECC service levels statewide.
- Triage Implementation: Successfully introduced triage workflows for all MMG markets, improving care coordination and response times.
- Barrier Reduction: Cut scheduling barriers and message volumes by 50%, enabling a 50% increase in appointments completed on first contact and significantly reducing escalations to MAs.
- Leadership Optimization: Established Leader Standard Work to drive accountability, improve team performance, and enhance operational oversight.
- Impact-driven results achieved within three months of being in role, delivering patient-centric, efficient, and scalable service delivery.
- Mar 2022 - Oct 2022 (8 months)
Licensed Vocational Nurse
YOHConnex
09.2021 - 03.2022
- Vaccine Administration Support: Provided critical support to Kaiser Permanente's COVID-19 and Flu Clinics, ensuring smooth operations and high-quality patient care.
- Flu & COVID-19 Vaccine Administration: Administered Flu and COVID-19 vaccines to children, teens, and adults in compliance with CDC and FDA age guidelines.
- Dosing and Safety Compliance: Verified the correct vaccine dose and mixture before administration, ensuring adherence to safety standards.
- Vaccine Storage & Handling: Managed proper storage of vaccines, maintaining optimal temperature control to ensure efficacy.
- Adverse Reaction Monitoring: Reported any adverse reactions promptly to the Clinical Manager, ensuring patient safety.
- Parental Consent Verification: Ensured parental or guardian consent was obtained for minors before administering vaccinations.
- Sep 2021 - Mar 2022 (7 months)
Clinical Quality Coding Educator
Sutter Health
07.2020 - 09.2021
- Developed Automated Tracking System: Designed and implemented a Smartsheet-based tool to streamline tracking and reporting of Training Education Documents for Clinical Quality Coders, ensuring seamless support for the Comprehensive Health Assessment Program (CHAP) and accurate Medicare submissions.
- Clinician Education Leader: Spearheaded the creation and rollout of a comprehensive Clinician Education Program for the Sutter Health System, enhancing provider knowledge and compliance.
- Education Program Innovator: Designed and delivered tailored training programs for Clinical Quality Coders, driving accuracy, efficiency, and alignment with organizational standards.
- Jul 2020 - Sep 2021 (1 year 3 months)
Compliance Program Manager
Sutter Health
04.2019 - 07.2020
- Systemwide Affiliate Support: Provided expert compliance and operational support across the Sutter Health System, ensuring consistency and alignment with organizational standards.
- Proactive Risk Mitigation: Performed internal audits, reviews, and risk assessments to identify gaps, implement solutions, and maintain regulatory compliance across all affiliates.
- Regulatory Compliance Educator: Designed and conducted targeted training programs to ensure staff adhered to evolving compliance requirements.
- Kaizen Leader: Co-led a transformative Kaizen event to optimize a key performance indicator for an affiliate, achieving a sustained 100% success rate in the following months.
- Apr 2019 - Jul 2020 (1 year 4 months)
Director of Operations
Sutter Health
04.2015 - 04.2019
- Strategic Leadership in Primary Care: Directed and evaluated all medical activities for the Primary Care Service Line across two counties (San Francisco and Marin), managing 19 care centers, 105 FTEs, 43 provider FTEs, and 75 residents.
- Contact Center Oversight: Managed Contact Center operations for the Family Health Center, including the oversight of the GME program, ensuring smooth coordination and high-quality care.
- Division Growth & Expansion: Led the expansion of the division from 15 to 19 care centers, successfully launching two state-of-the-art Primary Care Centers in San Francisco.
- Program Leadership: Oversaw Nurse Triage, Template Management, and Centralized Services programs, driving efficiency and operational excellence.
- Revenue Accountability: Managed the division’s operating revenue, exceeding $15 million, while ensuring financial sustainability and growth.
- Project Management Expert: Led all expansions and acquisitions, expertly navigating complex projects to ensure seamless integration and alignment with strategic goals.
- Apr 2015 - Apr 2019 (4 years 1 month)
Operations Support Manager
Sutter Health
04.2014 - 04.2015
- Training Program Development: Designed and launched a comprehensive training program to implement Registration Standard Work across the affiliate, reducing the denial rate from 11.1% to 6.13%.
- Template Management Oversight: Managed the Template Management program for Sutter Pacific Medical Foundation, ensuring optimal workflow and efficiency.
- Kaizen Leadership: Spearheaded Kaizen events to standardize workflows and drive continuous improvement across the affiliate, enhancing operational consistency and performance.
- Apr 2014 - Apr 2015 (1 year 1 month)
Clinical Operations Trainer
Sutter Health
10.2012 - 04.2014
- New Hire Orientation Innovation: Developed and launched a comprehensive New Hire Orientation Program, combining HR onboarding and Sutter EHR training to accelerate employee integration and development.
- Training Excellence: Delivered targeted training for new and existing employees on Cadence/Prelude and Referral EPIC applications, enhancing system proficiency across teams.
- EPIC Super User Program Leadership: Spearheaded and led the EPIC Super User Program for Sutter Pacific Medical Foundation, empowering staff with advanced system expertise.
- Curriculum Development & Delivery: Designed and delivered customized training curricula for the affiliate, ensuring alignment with organizational goals and fostering continuous learning.
- Oct 2012 - Apr 2014 (1 year 7 months)
Lean Consultant
Sutter Health
05.2012 - 10.2012
- Chosen for Lean Consultant Program: Handpicked by the affiliate’s COO to join the high-impact Lean Consultant Program within the newly formed Lean Promotion Office, driving operational excellence.
- Kaizen Leadership: Led transformative Kaizen events that significantly enhanced the RX Renewal program and developed standardized workflows for clinical staff, now adopted across multiple affiliates.
- Executive Training: Delivered impactful Daily Engagement System training to senior leaders throughout Sutter Health, fostering leadership alignment and operational efficiency.
- May 2012 - Oct 2012 (6 months)
Clinical Supervisor
Sutter Health
10.2007 - 05.2012
- Multi-Site Specialty Care Leadership: Oversaw operations for a multi-site specialty care center, managing 45 providers, 35 MA's/LVN's, and 6 triage RNs to ensure seamless patient care and team efficiency.
- Quality Assurance & Compliance: Directed the quality assurance process, meticulously reviewing clinical documents to ensure compliance with Institute of Medical Quality standards, licensing, and medical regulations.
- Clinical Training Program Development: Designed, implemented, and tracked comprehensive clinical training programs for all team members, enhancing skill sets and ensuring consistent care delivery.
- Employee Engagement & Satisfaction: Championed employee retention and satisfaction, driving a 97% composite score, the highest in the region, through effective leadership and strong physician collaboration.
- Physician & Staff Satisfaction: Fostered a positive work environment, resulting in elevated employee and physician satisfaction, contributing to a high-performing and cohesive team.
- Oct 2007 - May 2012 (4 years 8 months)
EHR Analyst
Sutter Health
05.2007 - 10.2007
- End User Support & Process Improvement: Delivered end-user services to the Palo Alto Region, enhancing ancillary business processes by leveraging IT capabilities and public health expertise.
- Full Rollout Management: Managed the complete lifecycle of Primary Care and Specialty site implementations, from assessment and design to build, testing, and go-live.
- Business Analysis Expertise: Conducted detailed business analysis for system implementations, identifying and addressing operational needs to optimize performance.
- Training & Curriculum Development: Developed and delivered training programs, including new hire orientation and updated curricula for outpatient departments.
- Workflow Optimization: Performed comprehensive workflow evaluations and gap analysis to streamline processes and ensure successful upgrades.
- May 2007 - Oct 2007 (6 months)
Patient Services Supervisor
Sutter Health
03.2006 - 05.2007
- Dynamic Operations Leader: Adaptable administrator skilled in integrating new systems, optimizing workflows, and navigating complex regulatory environments to drive operational success.
- Comprehensive Care Center Management: Led all business operations for a large Care Center, overseeing financial performance, employee retention, patient satisfaction, and patient safety.
- Cross-Departmental Leadership: Fostered strong, collaborative relationships across matrix departments, staff, and physicians, ensuring high-quality service and team cohesion.
- Process Optimization Expert: Conducted thorough process assessments and analysis to identify opportunities for improvement, efficiency gains, and cost reduction.
- Performance Monitoring & Reporting: Managed key metrics, consistently tracking and reporting progress to ensure organizational goals and performance targets were met.
- Mar 2006 - May 2007 (1 year 3 months)
Education
Technical Diploma - VN Program
Bay Area College of Nursing
04.2006
Skills
- EPIC Prelude and Cadence Proficient
- Epic Ambulatory Proficient
- Process improvement
Accomplishments
Presidents Club Winner 1993 and 1996- Most Prestigious Award given with Xerox Corporation
Completed Leadership Academy on July 2017 with Sutter Health
Directed a joint venture partnership that boosted referral to Dignity Health from 30% to 60%
Languages
Spanish
Native or Bilingual
Timeline
Director of Operations – National Physician Enterprise Connection Center
CommonSpirit Health
10.2022 - 11.2024
Manager of Operations
Dignity Health
03.2022 - 10.2022
Licensed Vocational Nurse
YOHConnex
09.2021 - 03.2022
Clinical Quality Coding Educator
Sutter Health
07.2020 - 09.2021
Compliance Program Manager
Sutter Health
04.2019 - 07.2020
Director of Operations
Sutter Health
04.2015 - 04.2019
Operations Support Manager
Sutter Health
04.2014 - 04.2015
Clinical Operations Trainer
Sutter Health
10.2012 - 04.2014
Lean Consultant
Sutter Health
05.2012 - 10.2012
Clinical Supervisor
Sutter Health
10.2007 - 05.2012
EHR Analyst
Sutter Health
05.2007 - 10.2007
Patient Services Supervisor
Sutter Health
03.2006 - 05.2007
Technical Diploma - VN Program
Bay Area College of Nursing