Stacey Luraas
North Salt Lake,UT
Summary
Program management professional with knowledge of strategic planning and experience in executing "just do it" initiatives that support patient-centered care. Familiar with evidence-based practices aligned with High Reliability Organization (HRO) principles. Seeking to transition to a Health System Specialist role within the Salt Lake VA Healthcare System. I am committed to enhancing healthcare delivery and outcomes for veterans through collaboration and thoughtful implementation of innovative strategies.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Program Manager/Patient Representative
Department Of Veteran Affairs-Veterans Health Administration
05.2022 - Current
- Directed administrative functions and daily operations in line with organizational policies, fostering robust stakeholder relationships to garner support for program initiatives.
- Spearheaded the Get Well Network (GWN) program, implementing strategies that significantly enhanced inpatient satisfaction and improved patient satisfaction scores.
- Built and maintained positive relationships with patients, clinical and non-clinical staff, and hospital administrators to ensure effective implementation of GWN programs.
- Conducted quarterly account reviews and training sessions, leading to increased system usage and markedly improved patient experience outcomes.
- Analyzed patient satisfaction data to identify trends and developed targeted action plans, effectively addressing system issues and enhancing service recovery processes.
- Coordinated GWN initiatives, promoting a culture of patient-centered care through collaboration with multidisciplinary teams and the sharing of best practices.
- Oversaw equipment planning and procurement in partnership with contracting teams, ensuring the integration of GWN-compatible equipment.
- Managed the development of GWN content, ensuring timely resolution of operational issues while aligning with strategic goals to enhance patient engagement.
Patient Representative
Department Of Veteran Affairs-Veterans Health Administration
05.2018 - 05.2022
- Collaborated with department team members and leadership to optimize the facility’s complaint and compliment process, leading to a notable 3.2% increase in patient satisfaction between October 2018 and September 2022. Successfully resolved an average of 90% of patient care concerns through detailed data analysis utilizing the Patient Advocate Tracking System Replacement (PATS-R), in partnership with multidisciplinary clinical staff.
- Acted as the primary liaison between patients, facility staff, and community organizations, enhancing access to Patient Rights and Responsibilities and advocacy services through effective communication and timely resolution of concerns.
- Independently resolved complex patient issues, resulting in a significant reduction in unresolved cases and an increase in patient trust, achieved through comprehensive documentation reviews and strategic recommendations to leadership.
- Partnered with departmental and senior leadership to plan and implement patient care initiatives (e.g., Own the Moment, Commit 2 Sit, 10-4, VA Voices) that align with organizational strategic objectives, focusing on customer service, patient experience, conflict resolution, and service recovery through targeted discussions and robust support.
Program Support Assistant
Department Of Veteran Affairs-Veterans Health Administration
06.2017 - 05.2018
- Managed daily operations for the customer service suite, achieving a 95% on-time submission rate for attendance reports through streamlined processes.
- Collaborated with department leadership to enhance patient experience metrics by 15% through staff training in effective patient interaction and health system navigation.
- Conducted thorough interviews to resolve complex patient issues, achieving a 75% resolution rate and fostering trust and satisfaction.
- Provided comprehensive support for the Whole Health Service Program, contributing to increased patient engagement and wellness outcomes.
- Developed and delivered training on Patient Centered Care initiatives for over 50 staff members, resulting in a 30% increase in comprehension and application.
Actively engaged in various advisory committees, including the Whole Health Flagship Advisory Board, influencing policy development and program effectiveness. - Ensured prompt and accurate filing of information, minimizing workflow delays and enhancing service delivery efficiency.
Managed procurement of supplies and services while adhering to federal and local regulations, resulting in informed purchasing decisions. - Applied National Board Certification in Health and Wellness Coaching to assist employees in overcoming barriers to health and achieving wellness goals.
Program Support (OA) - Medical Transcriptionist
Department Of Veteran Affairs-Veterans Health Administration
09.2010 - 06.2017
- Managed surgical and laboratory reports, ensuring 95% compliance with accredidation standards through accurate data entry and validation of medical specimens, including tissue and muscle biopsies.
- Resolved discrepancies in patient records, enhancing data integrity by 60% and reducing errors by 50% through critical analysis in Anatomic and Surgical Pathology.
- Coordinated department needs for over fifty personnel, facilitating informed and timely patient care through proactive communication and collaboration.
- Trained new administrative staff to improve operational readiness by 50% and 30% increased efficiency by implementing comprehensive onboarding aligned with standard procedures.
- Optimized coding processes to ensure 100% compliance with the International Classification of Diseases, Tenth Revision, Clinical Modification, Current Procedural Terminology, and Healthcare Common Procedure Coding System by maintaining coding integrity and conducting staff training on complex issues.
- Improved data management and reporting, delivering 100% accurate Transfusion Committee reports for executive leadership by tracking trends and providing insights for performance improvement.
Human Resource Specialist (Military)
Department Of Defense, TRADOC - U.S. Army Cadet Command, ROTC
08.2002 - 08.2010
- Engaged and educated students and families on ROTC programs, resulting in 65% increased participation and 30% increase of completed satisfaction survey outcomes through strong communication and conflict resolution skills.
- Enhanced operational performance by improving compliance rates and cadet data accuracy by 45%, utilizing meticulous data tracking and analysis to provide actionable recommendations.
- Conducted comprehensive compliance assessments of appeals, significantly reducing non-compliance cases 70%, by evaluating ROTC regulations and policies related to academic progress and military obligations.
- Improved staff performance and policy adherence through targeted training sessions on equal employment practices and ROTC policies, garnering 90% positive feedback and training assessments.
- Streamlined Accessions process operations, achieving reduced errors and timely processing by 80% by acting as a key liaison for ROTC Enrollment Eligibility and ensuring accurate record-keeping.
Education
Ph.D. - Clinical Psychology
Texas A&M University
College Station, TexasSkills
- Healthcare administration expertise
- Knowledge of VA healthcare standards
- Data collection and analysis
- Alignment with facility goals
- Patient experience enhancement
- Training program design
- Strategic planning
- Detail-oriented
- Project management
- Problem-solving
- Process improvement
Certification
- Lean Six Sigma Yellow Belt Recertification (in progress)
- Human Centered Design, VA Veteran Experience Office, 2025
- NBC-HWC, National Board for Health & Wellness Coaching - 2018, 2024
- Data Pro Certification, VA Patient Experience Office - 2024
Timeline
Program Manager/Patient Representative
Department Of Veteran Affairs-Veterans Health Administration
05.2022 - Current
Patient Representative
Department Of Veteran Affairs-Veterans Health Administration
05.2018 - 05.2022
Program Support Assistant
Department Of Veteran Affairs-Veterans Health Administration
06.2017 - 05.2018
Program Support (OA) - Medical Transcriptionist
Department Of Veteran Affairs-Veterans Health Administration
09.2010 - 06.2017
Human Resource Specialist (Military)
Department Of Defense, TRADOC - U.S. Army Cadet Command, ROTC
08.2002 - 08.2010
Ph.D. - Clinical Psychology
Texas A&M University
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