Robyn La Fleur
Beaumont,California
Summary
Customer Success Manager with a Master's in Health Administration and extensive experience in healthcare operations, project management, and HR. Proven ability to build strong customer relationships and collaborate cross-functionally to drive customer success.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Business Consultant
Kaiser Permanente-Contract
02.2023 - 01.2024
- Collaborated with cross-functional teams to optimize user experience in the organization's digital care system, resulting in a 20% increase in member satisfaction.
- Facilitated collaboration between departments to ensure alignment with strategic goals.
- Conducted in-depth market research to identify trends, informing strategic decisions.
- Independently managed multiple projects, meeting project deadlines and exceeding expectations, while also actively participating in team meetings to share insights and best practices.
Project Manager-Ambulatory Operations
Eisenhower Health
05.2022 - 02.2023
- Formulated and managed the scope of project initiatives with Physicians and staff to optimize the Epic application in-basket management process delivering a 25% improvement in workflow efficiency.
- Project leader in defining project goal, direction, and execution driving a 20% increase in project efficiency.
- Worked cross-functionally with IT, Informatics, and Clinical leadership to develop refresher training for Staff and Physicians.
- Established effective communication among team members for enhanced collaboration and successful project completion.
Operations Manager-Mobile Clinic
SAC Health
02.2020 - 05.2022
- Program leader and developer of the company's first mobile clinic program, offering mobile Dental and Medical services to over 150 underserved individuals within the first year of employment.
- Led cross-functional teams in the development and successful implementation of a new mobile clinic program, resulting in a 30% increase in community outreach and access to healthcare services.
- Developed contract agreements with the local community agencies interested in the company's' mobile medical and dental services.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
Assistant Ambulatory Care Manager
Kaiser Permanente
07.2017 - 08.2019
- Performed monthly reviews on attendance, behavior, and work performance, resulting in a 20% improvement in overall staff productivity and morale.
- Developed and implemented guidelines, workflows, and policies to ensure efficient delivery of care.
- Supervised day to day operations for four Internal Medicine Subspecialty departments Evaluated performance measures to provide feedback and coaching as needed to help improve the quality of care within the departments.
- Collaborated with the finance department to develop annual budgets for ambulatory care services, resulting in a 5% reduction in operating expenses while maintaining quality of care.
Project Manager II, Patient Care Experience
Kaiser Permanente
05.2011 - 07.2017
- Led strategic initiatives to ensure consistent customer service, training 1500+ new employees annually to maintain service quality.
- Spearheaded strategic initiatives to uphold consistent customer service standards, overseeing the annual training of 1000 employees to enhance service quality.
- Designed and facilitated training programs for diverse multi-disciplinary groups, fostering continuous skill development and knowledge transfer.
- Implemented action plans and initiatives resulting in a 20% improvement in operational practices and performance.
- Designed and implemented new data reporting strategies to help showcase the patient care experience across the service area.
Education/Training Instructor, Staff Education
Kaiser Permanente
10.2008 - 05.2011
- Led the work to decentralize the New Employee Orientation program for three Medical Centers.
- Coached leadership to develop and carry out a New Employee Orientation program.
- Trained over 1,000 employees for the Medical Center patient safety initiatives to address major and complex organizational safety issues. ·
- Designed and facilitated the onboarding new employee orientation program.
Administrative Specialist III−HR Recruitment Services
Kaiser Permanente
03.2007 - 10.2008
- Developed, recommended and implemented guidelines, processes and procedures for the efficient and effective administration of all assigned operations, and general supports services.
- Maintained supplies inventory by checking stock to determine inventory level and ordering new supplies when inventory runs lows.
- Streamlined office processes by implementing efficient document management and filing systems.
Education
Master's Degree - Health Administration
University of Phoenix
Gardena, CA10.2008
Bachelor's Degree - Health Care Management
Cal State Dominguez Hills
Carson, CA06.2006
Skills
- Resourceful
- Inter-department collaboration
- Customer Relations
- Team Building
- Written and verbal communication
- Customer-Focused
- Organizational skills
- Reporting analytics
- Training and mentoring
- Proficient in Microsoft Suite
Certification
- Six Sigma Green Belt Certification 04/2024
Timeline
Business Consultant
Kaiser Permanente-Contract
02.2023 - 01.2024
Project Manager-Ambulatory Operations
Eisenhower Health
05.2022 - 02.2023
Operations Manager-Mobile Clinic
SAC Health
02.2020 - 05.2022
Assistant Ambulatory Care Manager
Kaiser Permanente
07.2017 - 08.2019
Project Manager II, Patient Care Experience
Kaiser Permanente
05.2011 - 07.2017
Education/Training Instructor, Staff Education
Kaiser Permanente
10.2008 - 05.2011
Administrative Specialist III−HR Recruitment Services
Kaiser Permanente
03.2007 - 10.2008
Master's Degree - Health Administration
University of Phoenix
Bachelor's Degree - Health Care Management
Cal State Dominguez Hills
- Six Sigma Green Belt Certification 04/2024
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