Nikki Haralson
Billings,MT
Summary
Accomplished Director of Client Operations with a background in traditional and direct healthcare operations, management, and nursing. Over 13 years of experience in the healthcare industry with a primary focus on driving operational improvements, improving patient experience, and strategic planning. Dynamic communicator with strong leadership skills and a solid understanding of clinical operations and relationship building.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Director of Client Operations
Premise Health
, Montana
01.2021 - Current
- Serves as main client contact for 12 million dollar book of business on strategic integration and expansion opportunities, maintaining strategic focus on client satisfaction and value-added strategies and demonstrates ability to proactively identify client needs related to healthcare trends
- Identifies processes to improve overall performance of health centers and defines innovative measurements of performance standards to integrate corporate strategies
- Demonstrates strong business acumen and knowledge of staffing, capacity, ROI, budget, margins, service and product offerings, to implement and drive strategic and relevant operational outcomes
- Strategically identifies and solves complex problems effectively with emphasis on developing proactive approaches utilizing internal support
- Owns client/site meetings, committees, and task forces to support strategic initiatives and goals
- Operational lead on implementations and migrations
- Coordinates and productively facilitates communication across remote sites and effectively navigates through multilayer client relationships
- Demonstrates ability to effectively manage complex multiple lines of service and clients.
- Provides effective leadership, coaching, and mentoring at site level.
- Builds talent to proactively manage additional LOS.
- Escalation point for clients.
- Consults with Medical, Legal or Compliance departments regarding regulations, practices act, practice law, certification requirements etc.
- Managed 56 team members across 7 departments overseeing day to day operations in multiple LOS
- Owns client/site meetings, committees and task forces to support strategic initiative and goals; identifies and asks for participation of corporate departments in strategic meetings as client needs dictate.
- Coordinates and communicates across remote sites and shares best demonstrated practices with peers.
Director Of Clinical Services
CareHere LLC
, Montana
09.2018 - 12.2020
- Provides direct supervision of all 56 health center staff regarding performance management, coaching, and expectations
- Ensures high levels of job performance and compliance with policies and procedures
- Develops action plans for continued development, performance improvement, and process improvement
- Identifies health center efficiencies and deficiencies and implements appropriate solutions to reach goals and objectives
- Ensures departmental compliance with all applicable laws, rules, regulations, and best practice standards
- Prepares and implements health center and client reporting, program design, and training
- Assist in generating and interpreting client reports, analyzing data, and developing action plans for health center growth
- Coordinates activities related to changes in clinical operations across functional groups and works on project management activities
- Identifies, develops, and executes new ideas, solutions, and approaches resulting in positive outcomes for health centers and clients
- Responds to patient, client, and employee feedback and surveys to ensure high levels of satisfaction with health center services, programs, and staff
- Ensures proper allocation of assigned resources to optimize operational efficiency and effectiveness
- Verifies protection of patients, clients, and staff by enforcing confidentiality, infection control procedures, clinical best practices, and proper inventory and storage of supplies
Clinical Quality And Safety Manager
St Vincent Healthcare
Billings, MT
07.2017 - 09.2018
- Clinical supervision of all nursing and medical assistant staff
- Provide leadership and facilitate application of evidenced based practices and clinical improvement efforts
- Conduct and coordinate Environment of Care surveys at all 32 clinic locations and assess compliance
- Assist clinical managers and providers in identifying quality improvement projects and implementing those projects
- Conduct all onboarding of clinical staff including clinical competencies and policies and procedures
- Communicate possible clinical risk issues to leadership, managers, and physicians
- Conduct proactive risk reduction activities such as Safety Swarms and Root Cause Analysis
- Implementation of Best Patient Experience practices through analysis of CGCAHPS and quality measures
- Supervision of Patient Centered Medical Home Coordinator and oversight of quality metrics
- Served on Failure Mode Effects Analysis committee to assess risk and safety topics and implement improved workflows and processes
- Responded to hospital wide serious safety events and conducted risk analysis, developed error statements, and action items to promote zero harm culture
- Provided Motivational Interviewing training to all clinical staff in collaboration with Behavioral Health Integration Grant
- Conducted Workplace Violence Training to all staff to support system wide operational performance goals
Clinic Director
Sidney Health Center
Sidney, MT
08.2014 - 07.2017
- Coordinates work of people with varying skills, education and personalities to provide safe, high-quality patient care
- Assumes responsibility for staff performance, financial management, resource utilization and patient outcomes
- Ensures that care is delivered according to standards of practice and organizational policy
- Provides leadership to ensure units or departments run smoothly and contribute clinical expertise
- Skillfully develops departmental goals, objectives, standards of performance, policies and procedures
- Encourages creative thinking, problem solving, and empowerment as part of facility management group to improve morale and teamwork
- Reviews patient survey information to prioritize areas of improvement
- Routinely collaborates with department managers to correct problems and improve services
- Supervises and manages daily activities of clinical team consisting of 20 (twenty) nurses and 18 (eighteen) support staff including primary care, internal medicine, and multiple specialties
- Assists in resolving and satisfying patient requests and internal operational issues
- Establishes standards for selection, promotion and termination of staff
- Cooperates and communicates effectively with physicians to ensure patient satisfaction and efficient operations
- Creates and maintains computerized record management systems to record and process data and generate reports
Registered Nurse Otolaryngology
Sidney Health Center
Sidney, MT
12.2009 - 08.2014
- Offered high-quality medical support to clinical patients presenting with wide varieties of medical symptoms with various health concerns
- Exceeded goals through effective task prioritization and great work ethic
- Maintained energy and enthusiasm in fast-paced environment
- Managed sterilization of medical equipment after each use
- Performed sanitization of medical examination rooms before and after patient visits
- Measured vital signs of patients during intake process, obtained medical history, observed initial symptoms, and patient education
- Assisted provider with in-office procedures and surgical procedures in operating room
- Coordination of outreach clinics, patient referral process, and preauthorization of procedures and surgeries
- Electronic Medical Record Super User and Trainer (Epic)
Licensed Esthetician
Sidney Health Center
Sidney, MT
03.2006 - 08.2010
- Developed individualized, therapeutic skin-care programs
- Executed laser hair removal and microdermabrasion procedures
- Analyzed skin condition and made appropriate product recommendations
- Discussed procedures and treatment options with clients
- Performed over 40 (forty) facials, chemical peels, microdermabrasion, and intense pulse light procedures per week
- Recommended retail products for clients' at-home usage
- Fostered friendly, warm and exceptional customer experience
- Carried out administrative tasks, including product inventory checks, charting and consultations
- Sterilized equipment for patient treatments
Registered Nurse Medical Surgical Unit
Sidney Health Center
Sidney, MT
05.2009 - 04.2010
- Developed patient care plans, including assessments, evaluations and nursing diagnoses
- Worked with physicians to plan, implement, and evaluate plans of care for patients of all ages
- Recorded patient's medical history, vital statistics, and test results in electronic and physical medical charts
- Observed patients and implemented nursing interventions to expedite healing and recovery
- Utilized clinical expertise to remove sutures, administer medications and injections, administer IV therapy, and test glucose levels
- Performed venipuncture and provided wound care
- Provided health education to patients and families regarding discharge instructions and plans of care
Education
Bachelor of Science - Health Administration
Montana State University Billings
Billings, MT05.2019
Associate of Science - Registered Nurse
Miles Community College
Miles City, MT05.2009
Licensed Esthetician - Medical Esthetics
The Academy of Hair, Skin, and Nails LLC
2006
High School Diploma -
Huntley Project High School
2004
Skills
- EPIC Super User/Super Trainer
- AAAHC Accreditation
- Leadership
- Process Improvement
- Client account management
- Coaching and mentoring
- Analytical and Critical Thinking
- Product development
Certification
- Motivational Interviewing for Clinical Practitioners
- NETA Group Exercise Instructor Certification
- NETA Indoor Cycling Specialty Certification
- CPR Certified
Licensure
State of Montana Registered Nurse
- License # 37927
- Issued 06/17/2009
Timeline
Director of Client Operations
Premise Health
01.2021 - Current
Director Of Clinical Services
CareHere LLC
09.2018 - 12.2020
Clinical Quality And Safety Manager
St Vincent Healthcare
07.2017 - 09.2018
Clinic Director
Sidney Health Center
08.2014 - 07.2017
Registered Nurse Otolaryngology
Sidney Health Center
12.2009 - 08.2014
Registered Nurse Medical Surgical Unit
Sidney Health Center
05.2009 - 04.2010
Licensed Esthetician
Sidney Health Center
03.2006 - 08.2010
Bachelor of Science - Health Administration
Montana State University Billings
Associate of Science - Registered Nurse
Miles Community College
Licensed Esthetician - Medical Esthetics
The Academy of Hair, Skin, and Nails LLC
High School Diploma -
Huntley Project High School
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