Shoshanna Williams, MSN, RN
Alexandria,VA
Summary
Results-driven healthcare leader offering 26 years of multi-specialty service line health care administration, clinical and service delivery experience. Gifted in the development and implementation of innovative approaches to enhance the quality of patient care, reduce operational expenses by $200 K through strategic resource management, leveraging technology and Lean Six Sigma methodologies to achieve care objectives and outperform business targets. Demonstrates exceptional leadership and problem-solving abilities, while fostering cross-functional team collaboration and continuous improvement in healthcare settings.
Overview
23
23
years of professional experience
Work History
Clinical Operations Manager
Kaiser Permanente
05.2018 - Current
- Managed daily operations of 48-direct reports and staff engaging with approximately 4,000 patients per week
- Reduced operational expenses by optimizing resource allocation and managing budgets prudently yielding approx $200 K.
- Spearheaded process improvement initiatives that resulted in increased efficiency and improved patient care quality.
- Implementation of technologies to enhance clinical operations management.
- Enhanced staff productivity through effective training programs, performance management strategies and labor partnership..
- Ensured regulatory compliance with timely audits, thorough documentation, and prompt corrective actions.
- Evaluated and analyzed patient feedback to identify gaps in service delivery, implementing effective solutions that led to increased satisfaction rates.
- Spearheaded and implemented new projects to expand scope of engagement.
- Identified opportunities to improve clinical practices, devised strategies and implemented plans to increase patient care standards and enhance operational procedures.
- Implemented new policies and educated staff on changes.
- Reviewed financial resources and prepared reports showing resource allocations.
- Conducted routine facility inspections, identifying areas needing improvement and eliminating hazards posed to staff and residents for continued compliance with associated regulations.
- Ordered all pharmacy supplies and kept check on inventory levels, identifying and implementing cost saving measures.
- Promoted high morale and staff retention through dynamic communication, prompt problem resolution, proactive supervisory practices and facilitation of positive work environment.
- Successfully negotiated client contract renewals to create increased revenue.
- Provides manager coverage for both clinical and non-clinical managers which were unavailable or out of office.
- Established and maintained effective communication with staff, physicians, labor partners and community organizations to promote high quality patient care.
- Served as COM sponsor/subject matter expert for 2 service lines simultaneously for DCSM
- Demonstrated success in change management
- Strong analytical skills and innovative thinker
RN Practice Coordinator
Sentara Medical Group
04.2014 - 04.2018
- Collaborated with interdisciplinary teams for comprehensive patient care plans, resulting in better health outcomes.
- Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities.
- Participated in evidence-based practice project implementation, nursing competency development and nursing simulation activities.
- Increased patient satisfaction by addressing concerns promptly and professionally.
- Assisted physicians in developing treatment plans tailored to individual patient needs, resulting in higher success rates of recovery or symptom management.
- Implemented efficient workflow systems based on Lean principles leading to improved productivity among clinical support staff.
- Established partnerships with local healthcare providers to offer comprehensive services for patients within the community.
- Liaised with other healthcare professionals to develop comprehensive patient care plans and provide highest quality of care.
- Educated patients, families and caregivers on diagnosis and prognosis, treatment options, disease process, and management and lifestyle options.
- Developed strong relationships with patients'' families, providing emotional support while addressing concerns or questions about care plans.
- Improved patient outcomes by providing high-quality nursing care and implementing evidence-based practices.
- Served as a liaison between physicians and patients'' families to facilitate clear communication regarding treatment options and progress updates.
- Trained new nurses in proper techniques, care standards, operational procedures, and safety protocols.
- Coordinated discharge planning efforts with social workers, case managers, and other multidisciplinary team members for smooth transitions post hospitalization for the hospitalist census approx 90 patients per day.
- Managed complex cases of critically ill patients, ensuring optimal treatment plans were executed effectively approx 20 patients per week.
- Championed quality improvement initiatives within the unit by identifying areas for improvement and implementing evidence-based strategies.
- Contributed substantially to successful department JCAHO accreditation by consistently operating to highest standards of care.
- Managed quality care for patients with heart failure, end-stage renal disease and coronary artery disease.
- Communicated with healthcare team members to plan, implement and enhance treatment strategies.
- Contributed substantially to successful department JCAHO accreditation by consistently operating to highest standards of care.
Hospitalist Nurse Navigator
Virginia Hospital Practitioner
09.2012 - 04.2014
- Reduced readmission rates and length of stay through thorough admission assessments, discharge planning, follow-up care coordination, and debriefing.
- Upheld ethical standards in practice by maintaining confidentiality and respecting the autonomy of patients and their families in decision-making processes.
- Assured quality of care by conducting regular rounds, reviewing cases, and adjusting treatment plans as needed.
- Optimized resource utilization by prioritizing high-risk patients and allocating resources accordingly.
- Demonstrated adaptability during high-stress situations, effectively managing competing priorities to ensure timely attention was given to all patients under my care.
- Contributed to hospital-wide initiatives, participating in committees focused on process improvement, patient safety and ethics.
- Streamlined patient flow, managing admissions, transfers, and discharges across multiple units.
- Strengthened communication among team members by leading daily huddles to discuss ongoing cases, potential challenges, and areas for improvement.
- Initiated interaction with primary care physicians to determine admission and discharge plans for patients.
- Ensured continuity of care for patients transitioning between services or facilities through effective communication with all involved healthcare providers.
- Coordinated appropriate and efficient delivery of healthcare services to promote optimal outcomes by assessing and matching unmet needs with referrals and support services.
- Served as a liaison between patients, families, and healthcare providers to ensure seamless communication and continuity of care.
- Built partnerships with local agencies and groups to assist with patient care, support or educational needs.
- Facilitated timely access to care by coordinating appointments, tests, and procedures for patients across various healthcare systems.
- Organized discharge and designed comprehensive discharge schedules for doctors, patients, family members and support staff.
- Participated in multidisciplinary case conferences, providing valuable input on patient care plans based on nursing expertise.
- Developed the duties and expectations of the Nurse Navigator program, streamlining patient care coordination under the patient centered care model.
- Advocated for patient's rights and preferences in treatment decisions, ensuring their voices were heard throughout the process.
- Offered exceptional care and support to individuals recovering from acute incidents and dealing with chronic conditions.
- Leveraged feedback and process improvement opportunities to create safer and healthier environment and increase patient satisfaction.
- Handled as many as 90 patients each day, transitioning care between departments and outside physicians.
- Followed up with 10-15 patients each day for adherence to post-discharge medical and lifestyle plans.
- Coordinated patients' admissions and discharges, working closely with family members and case managers to line up any additional care needs.
Nurse Manager, Emergency Department
Inova Fairfax Hospital
02.2010 - 09.2012
- Coordinated with physicians and other healthcare providers to ensure seamless communication and continuity of care for patients in the Emergency Department.
- Critical Incident Debriefing
- Actively participated in quality improvement committees aimed at optimizing system-wide performance metrics related to emergency services provision or outcomes achievement.
- Led interdepartmental collaboration to develop a comprehensive emergency preparedness plan, ensuring efficient response during crisis situations.
- Ensured compliance with regulatory requirements through rigorous monitoring of departmental policies and procedures.
- Championed interdisciplinary collaboration within the emergency team for better assessment, planning, implementation, and evaluation of patient care plans.
- Quickly responded to situations impacting safety and security to unit, actualizing crisis prevention interventions to control and de-escalate situations.
- Facilitated therapeutic communication, conflict resolution and crisis intervention by redirecting negative behaviors and helping patients regain or improve coping abilities.
- Sustained quality standards by performing routine audits and upholding internal and industry best practices.
- Contributed substantially to successful department JCAHO accreditation by consistently operating to highest standards of care.
- Worked at least 8 hours per month as floor nurse to maintain clinical proficiency.
Medical Office Manager
Hercare, Inc
03.2001 - 12.2009
- Assessed processes and procedures, complying with OSHA, and HIPAA regulations.
- Communicated effectively with staff members, physicians, and patients, employing active listening and interpersonal skills.
- Maintained up-to-date knowledge of healthcare regulations and policies, ensuring the practice remained in compliance at all times.
- Optimized organizational systems for payment collections, AP/AR, deposits, and recordkeeping.
- Developed policies and procedures for effective practice management.
Education
Master of Science - Nursing Focus Healthcare Administration
University of Phoenix
Tempe, AZ02.2017
Bachelor of Science - Nursing
University of Phoenix
Tempe, AZ06.2010
Associate of Science - Nursing
University of The Virgin Islands
St.Croix, USVI05.1998
Skills
- Lean Six Sigma Green Belt
- Change Management
- Transformational Leadership
- Resource Management
- Excellent Communication
- Critical Thinking
Accomplishments
- Collaborated with team of 3 in the development of Asynchronous Care and Message Management programs, training and curriculum.
- Documented and implemented QR code scanning of VIS which led to increased compliance, cutting of printing and errors in giving outdated material. Recommended as best practice for Mid Atlantic States.
- Developed workflow to use of Vision Screeners for non-verbal, developmentally delayed and autistic pediatric members.
- Achieved increase in charge capture and payment collections for DME and pharmacy devices ordered.
- Achieved significant reduction of hours to first touch for in-basket management by developing and implementing a service area approach to message management as group work. Adopted as best practice for Mid Atlantic States.
- Implementation of PAR levels for supplies stored in exam rooms to reduce waste.
- Developed and implemented "Team Approach to Care Delivery" creating a workflow allowing for care to be delivered under a new staffing model with reduction of FTEs. Adopted as best practice for Mid Atlantic States.
- Developed and implemented standardized scripting to communicate information to members requesting virtual care. Adopted as best practice for Mid Atlantic States.
- Flu champion responsible for hiring and staffing Flu clinics in DCSM.
Timeline
Clinical Operations Manager
Kaiser Permanente
05.2018 - Current
RN Practice Coordinator
Sentara Medical Group
04.2014 - 04.2018
Hospitalist Nurse Navigator
Virginia Hospital Practitioner
09.2012 - 04.2014
Nurse Manager, Emergency Department
Inova Fairfax Hospital
02.2010 - 09.2012
Medical Office Manager
Hercare, Inc
03.2001 - 12.2009
Master of Science - Nursing Focus Healthcare Administration
University of Phoenix
Bachelor of Science - Nursing
University of Phoenix
Associate of Science - Nursing
University of The Virgin Islands
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