Sherry Catlett
Director
Tacoma,WA
Summary
Accomplished Business Administrator equipped with 15 years of diverse and progressive experience in project and program management. Detail-oriented and communication savvy with a record of successful project integration. Skilled at defining and controlling scope, achieving project objectives, and managing and building cross-functional teams.
Overview
15
15
years of professional experience
Work History
Health Center Business Director
HealthPoint Federal Way & TAF, Saghalie School-Based Health Centers
02.2020 - Current
- Provide vision and leadership to employees, patients, and the community in alignment with HealthPoint's vision, strategy, processes, and policies, including HSRA and FQHC policies
- Lead the health center to achieve the quadruple aim by improving clinical workflows, patient outcomes, quality, and satisfaction, including meeting costs through revenue optimization
- Lead PCMH PDSAs to achieve optimal outcomes for patient quality and satisfaction, meeting goals in alignment with payor targets
- Leal Quality and Patient Safety goals for the clinic
- Collaborate with the HealthPoint Clinical Director, Clinician Leads, Operations Leaders, HealthPoint Subject Matter Experts, and managers to ensure that services are provided at the highest quality standards of care while meeting business objectives
- Evaluate, monitor, and adjust overall performance by consuming and interpreting data and metrics – financial, operational, and clinical
- Develop and implement strategies to improve patient access and provider productivity
- Develop, monitor, and lead new programs and projects to improve access to care and quality metrics
- Monitor and lead progress toward goals for key performance indicators, including but not limited to multi-disciplinary quality of care indicators and business indicators
- Develop and enhance local community partnerships aligned with the business and community strategy
- Coach and develop other operational leaders
- Review and analyze patient experience survey results and develop strategies to improve patient care
- Develop strategies to improve care to patients meeting Quality Improvement goals and HEDIS directives
- Increase membership in value-based programs
- Ensure risk adjustment is reviewed daily and patients’ visits are billed and coded correctly.
Practice Performance Manager
UnitedHealth Group, WA
02.2018 - 02.2020
- Market and Quality Operations
- Responsible for strategic planning, program implementation, and provider performance management tracked by designated provider quality metrics
- Develop solution-based, user-friendly initiatives to support practice success to meet NCQA, Quality, and HEDIS incentive targets and improved performance outcomes
- Provide ongoing strategic recommendations, training, and coaching to provider groups on program implementation and barrier resolution
- Provide analytical interpretation of Stars and HEDIS reporting, including executive summaries to plan and provider groups
- Strategy development, action planning, and goal setting for targeted provider groups to increase healthcare delivery, star ratings, and maximize care gap closures
- Execute applicable provider incentive programs for health plan focused on improving the quality of care for Medicare Advantage and Special Needs Plan Members
- Facilitate/Lead business review meetings related to STAR activities which summarize provider group performance and market performance as requested or required by the Health Plan
- Provide reporting to health plan leadership on overall performance progress and gap closure.
LPN
Puget Sound Assisted Living
05.2019 - 11.2019
- Provide nursing care and treatments to developmentally disabled adults
- Care included medication management, injections, and trach care/management
- This was a part-time position.
Clinical Advisor/Quality Improvement Nurse
Humana
08.2014 - 02.2018
- Quality Operations and Accreditation
- Ensure quality review is completed for assigned cases (complaints from customer service, grievance and appeals, AHRQ, and other sources) to include investigation follow-up action and closure
- Present cases to Medical Director and at Peer Review Committee as needed
- Maintain compliance to accreditation, state and federal regulations
- Participate in required audits to meet all accreditation and regulatory requirements for Medicare and NCQA to impact our STAR ratings
- Review documents to ensure accurate medical record-keeping practices
- Conduct coordination and continuity of care studies
- Collection and review of annual HEDIS data
- Perform data mining and audits for HEDIS on annual measures
- Peer Review - Review/investigate potential quality issues following prescribed guidelines and implementation of appropriate/timely actions
- Designed a division-level Nurse Peer review program.
Clinic Operations Manager
Olympic Medical Center, Primary Care and Urgent Care
04.2012 - 08.2014
- Responsible for the operations of 3 Primary Care Clinics and 1 Urgent Care/Walk-In clinic serving as the primary leader for the service line to address facilities management, human resource, finance, and marketing needs
- Service lines also include oversite of Chronic Pain Management, Skilled Nursing Facility Services, and Anticoagulation Services
- Developed strategy to change Primary and Specialty clinic structure, leading to a successful strategic restructure of the leadership oversight team
- Leadership responsibility for the accuracy and efficiency of clinic functions, including billing and collections, customer service, complaint processing, clinical records, reception, call center, rooming patients, physician and patient scheduling, patient access, injection services, and other office functions as required
- Implemented National Patient Safety Goals and other patient-focused initiatives
- Worked in conjunction with Quality Support Services to maintain compliance with regulatory bodies, including the Department of Health and Joint Commission
- Responsible for the clinic's financial strategy oversite to include staffing forecasts, capital, and operating budget, reviewed monthly financial data, and reported budget variances
- Developed and facilitated quality improvement activities to meet TJC, DOH, OSHA, and organizational goals
- Worked closely with Infection Control, Quality Support Services, Nursing, Credentialing, Pharmacy, Lab, Compliance, Risk Management, Health Information, Environmental Services, and other departments as applicable to keep apprised of regulatory and industry standards to meet compliance requirements
- Led Primary Care team through new EMR implementation from GE Centricity to Providence EPIC Connect
- Set up Primary Care Clinics as a National Health Service Corp (NHSC) site designation to include completion of requirements to determine Health Professional Shortage Area (HPSA) score
- Organized and set up a new Primary Care clinic to include coordination of construction, design development, materials, technology, compliance, pharmacy set up, and onboarding of new providers
- Reduced Call Center wait times by 20% and improved service to customers using LEAN process improvement strategies.
Nursing
Consulting
03.2008 - 04.2012
- Health and Life insurance rep
- Home Health and Hospice, , Revenue Cycle Resources Leadership
Clinic Operations Manager
Highline Medical Center, Highline Cancer Center & Highline Wellness Center
01.2009 - 03.2011
- Responsible for the operations of the Cancer Center to include infusion center, Wellness Center, Social Services, program development, and Volunteer oversight
- Oversee nursing, social workers, reimbursement, insurance and treatment authorization, coding, customer service, registration, cancer registry, community outreach programs, and marketing efforts
- Assures JCAHO, DOH, OSHA/WSHA, standards are met
- Works collaboratively with the Oncology pharmacy supervisor and Laboratory to assure compliance with services
- Works collaboratively with Home Health and Hospice team to assure we are updated on programs and processes related to home health, hospice, and palliative care
- Oversee and direct building budget, including reconciliation of payments from building tenants for inpatient and outpatient services and Radiation Therapy department
- Conduct regular review of chargemaster for coding and pricing updates
- Coordinates services and assists in implementing systems to ensure appropriate billing, including preauthorization and reimbursement management and compliance per CMS and other guidelines
- Responsible for review and analysis of pharmacy and cancer center profitability
- Developed and monitored provider services contracts and general service contracts
- Oversight for provider credentialing and insurance contract requirements to ensure timelines are met
- Successfully developed Susan G Komen grant application to provide breast cancer screening and education to underserved, African American, and poor women in our primary and secondary service areas
- Implemented and led an outreach team to provide services
- Led Cancer Center to receive an Outstanding Achievement Award from the Commission on Cancer.
Education
Masters - Healthcare Leadership
Western Governors University
Salt Lake City, UT01.2023
Bachelor of Arts - Health Services Administration
St. Mary's College
MoragaLicensed Practical Nursing - Nursing
US Army Reserves School
Oakland, CAWGU - undefined
Skills
- Strategic Analysis
- Physician Communication
- Business Operations Management
Affiliations
CPHQ – Exam Prep Course (planning exam for 3/2023), Fundamentals of Oncology Nursing, Leaders as Coach, CORE Management Series - GHC, Revenue Cycle Boot Camp, LEAN & 5S; Underwriting 101-Kaiser; Project Management Tools & Techniques-Kaiser; Successful Contract Negotiations-Kaiser; Member of Mayor's Counsel on Aging for African American Elders (past member); Member of HealthPoint’s Health Equity Advisory Council
Systems: Epic, Meditech, NextGen, Centricity
Additional Information
- Licenses: , LPN, Life & Health Insurance
Timeline
Health Center Business Director
HealthPoint Federal Way & TAF, Saghalie School-Based Health Centers
02.2020 - Current
LPN
Puget Sound Assisted Living
05.2019 - 11.2019
Practice Performance Manager
UnitedHealth Group, WA
02.2018 - 02.2020
Clinical Advisor/Quality Improvement Nurse
Humana
08.2014 - 02.2018
Clinic Operations Manager
Olympic Medical Center, Primary Care and Urgent Care
04.2012 - 08.2014
Clinic Operations Manager
Highline Medical Center, Highline Cancer Center & Highline Wellness Center
01.2009 - 03.2011
Nursing
Consulting
03.2008 - 04.2012
Masters - Healthcare Leadership
Western Governors University
Bachelor of Arts - Health Services Administration
St. Mary's College
Licensed Practical Nursing - Nursing
US Army Reserves School
WGU - undefined
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