Nathan Retelle, CPMSM
User Experience Director
Haverhill,MA
Summary
Strategic manager with common-sense approach to maintaining operational standards through systems, processes, and protocols that save time, reduce costs, and improve efficiencies. Experienced manager of teams at various levels of the service delivery ladder with expertise in workflow assessment/redesign from the perspective of process improvement and user experience. Credible history of leading and driving key strategic project and initiatives while partnering with others to steer talent development, organizational transformation, and operational excellence strategies. Immense success in spearheading implementation of multiple simultaneous new client startups, including onboarding of new clients, leading internal and external status update meetings, collecting data for system setup, and overseeing the handoff phase after go-live. Respected team leader who has repeatedly turned around underperforming teams; engaged mentor, recruiter, and trainer with innate desire to set staff up for success from day one. Stellar record of coordinating and monitoring operations across various departments, while maintaining quality of services and products. Manage multiple facets of complex systems, ensure all pieces work and communicate effectively, and parse complex systems and communicate those effectively to stakeholders at all levels of an organization.
Overview
14
14
years of professional experience
Work History
Director, Provider Support and Engagement
Steward Healthcare Systems
06.2022 - Current
- Successfully designed and implemented system-wide support and engagement plan covering Steward's 10,000+ user national provider network.
- Implemented system initiatives throughout Steward's national hospital system, responsible for all aspects of provider-facing workflow.
- Redesigned and modernized system-wide provider education system, including development and implementation of new Learning Management System.
- Designed, staffed, and implemented net-new customer contact center.
- Developed impactful and strategic partnerships with users to drive business development.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policies for providers throughout the system.
- Maintained primary relationship accountability for providers, overall servicing responsibility and provider satisfaction to maximize effectiveness of clinician relationships.
- Oversaw operations and provided corrective feedback to achieve daily and long-term goals
Manager, Provider Support and Engagement
Steward Healthcare Systems
05.2019 - 06.2022
- Supervised development and implementation of quality educational programs to guide medical teams in compliantly and efficiently delivering services
- Spearheaded end-to-end organization of project implementation resources and utilized personal expertise to facilitate organizational rollout
- Envisioned and implemented robust action plans to address concerns discovered through workflow observations, surveys, and conversations with stakeholders
- Streamlined utilization management by customizing, developing, and managing individualized deployments
- Pooled resources with executive leaders to rectify operational and workflow issues, ultimately resulting in reduced breakdown in data communication.
Medical Informatics Manager
Holy Family Hospital
02.2017 - 05.2019
- Delivered thought leadership and guidance to providers across all departments by directing day-to-day administrative and operational functions for 200-bed facility
- Led design and execution of provider engagement strategy leading to utilization rise from sub 10% to sustained 85%
- Steered multidisciplinary growth and process overhaul by championing new Lean strategies, framework, and project elements
- Cultivated excellence by example by "setting the pace" and serving as hands-on mentor to clinical staff
- Governed development and implementation of Lean and continuous improvement initiatives across healthcare environment.
Interim Manager, Medical Staff Services
Holy Family Hospital
01.2019 - 04.2019
- Identified and addressed trends of non-compliant behavior as well as monitored compliance outcomes by collecting and analyzing information
- Collaborated with senior leadership to identify and address organizational risks
- Coordinated implementation of people-related services, policies, and programs
- Provided strategic recommendations for updates to institutional programs and policies, factoring in current medical-regulatory climate and trends.
Meditech Liaison
Holy Family Hospital
10.2011 - 02.2017
- Tracked daily activities of hospital company and employees, highlighting areas of improvement and deploying plans for rectification
- Interfaced with executives and physicians to establish strong communication channel, keeping all parties involved on the same page
- Enhanced daily operations and aligned worker and company priorities by coordinating workshops for providers to better understand company mission
- Organized training sessions and ongoing education .
Meditech Implementation Specialist
Steward Healthcare Systems
01.2010 - 10.2011
- Leveraged effective communication to explain complex, technology-related issues in basic, understandable terms to clients
- Devised solutions as per facility workflow, client base, and protocols, customizing implementations to client needs
- Upheld company's commitment to service by delivering exceptionally high level of professionalism and support to each client, ensuring maximum satisfaction.
Skills
- Strategic Business Planning
- Credentialing & Compliance
- Systems Implementations
- Change Management Process
- Employee Development & Motivation
- Provider & Customer Satisfaction
- Performance Evaluation & Optimization
- Cost Reduction & Containment
- Workflow Assessment/Redesign
- Organization Efficiency
- Team Leadership & Training
- Project Management & Execution
Timeline
Director, Provider Support and Engagement - Steward Healthcare Systems
06.2022 - Current
Manager, Provider Support and Engagement - Steward Healthcare Systems
05.2019 - 06.2022
Interim Manager, Medical Staff Services - Holy Family Hospital
01.2019 - 04.2019
Medical Informatics Manager - Holy Family Hospital
02.2017 - 05.2019
Meditech Liaison - Holy Family Hospital
10.2011 - 02.2017
Meditech Implementation Specialist - Steward Healthcare Systems
01.2010 - 10.2011
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