Susan Taggart
Portsmouth,NH
Summary
Management Professional with expert team leadership, planning and organization skills. 17 years of healthcare experience and 10+ years of supervisory experience.
Areas of Expertise:
- Performance Management/Business Planning
- Data, Contract and Financial Analysis
- Project Management
- Process Improvement/Project Planning
- Customer Relationship Management (CRM)
Overview
25
25
years of professional experience
Work History
Data Analyst - Health Systems Planning
Beth Israel Lahey Health-Exeter Hospital
01.2023 - Current
- Analyze data to support strategic and health systems planning initiatives
- Create presentations using historical and current data to support growth planning
- Streamline data processes, data capture and consolidation as needed
- Process and integrate data in Excel using pivot tables, Vlookup, and other advanced formulas
- Participates as an active member of the Data Team by providing data and analytics support
- Responsible for the AHA survey including data collection and data analysis.
Report and Planning Analyst
Friends of Forgotten Children
06.2019 - Current
- Responsible for software reporting assistance
- Analyzing holiday data to assist with strategic planning.
Executive Director
Friends of Forgotten Children
10.2017 - 06.2019
- Responsible for all operational aspects of the business
- Supervised approximately 20 volunteers and managed volunteer schedules
- Implemented Oasis software to streamline the client process and ensure a positive client experience
- Established customer service training and teamwork expectations for volunteers
- Weekly face-to-face meetings with businesses and individuals to promote fundraising
- Wrote grants to secure funds and ensure the continuation of the program.
Assistant Executive Director
Friends of Forgotten Children
10.2013 - 10.2017
- Supported the Executive Director in all aspects of the business; acted as interim Executive Director when necessary
- Served on the Board of Directors
- Handled finances utilizing QuickBooks
- Assisted with annual budget development
- Created monthly reports required by governmental agencies.
Manager Revenue Cycle Processes
Marin General Hospital
12.2010 - 06.2013
- Managed staff of 20, including revenue cycle analysts, pre-authorization, and registration staff
- Evaluated daily operations, including identifying issues and action plans necessary for immediate resolution
- Managed budget for revenue cycle, pre-authorization, and registration departments
- Implemented standardization of work for various positions for cross-training purposes
- Looked for opportunities to maximize daily productivity
- Developed trending/revenue reports and presented feedback to Senior Leadership
- Analyzed data and assisted leadership with strategic planning for revenue cycle operations
- Implemented software for observation patients to improve compliance and ensure accurate billing.
Revenue Cycle Analyst
Marin General Hospital
12.2008 - 12.2010
- Responsible for revenue cycle processes for multiple clinical departments
- Developed process improvement initiatives to increase compliance, revenue, and streamlined processes
- Created training and educational materials to educate staff within the clinical departments
- Performed audits for clinical care departments
- Implemented software for the emergency department to improve compliance and ensure accurate billing
- Increased net revenue by 7 million annually in the Emergency Department.
Business Supervisor Emergency Department
Marin General Hospital
12.2007 - 12.2008
- Managed daily business operations
- Supervised and educated charge extraction staff
- Ensured quality control by auditing billing systems daily.
Patient Relations Coordinator
Marin General Hospital
01.2006 - 12.2007
- Investigated and resolved patient grievances in accordance with government regulations
- Developed & implemented service excellence initiatives based on Press Ganey reports; presented data to Senior Leaders
- Created policies and procedures to comply with regulatory agency mandates
- Responsible for the courtesy visitor volunteers' program
- Established a service recovery program to ensure customer satisfaction
- Trained the organization on service excellence and was responsible for customer service training
- Acted as an intermediary between patients and physicians to resolve grievances
- Worked as a physician liaison to ensure strong working relationships with senior leadership and staff.
Patient Satisfaction Coordinator
Exeter Hospital
01.1999 - 03.2004
- Supervised reception staff; hired, trained, and conducted evaluations
- Developed & implemented service excellence initiatives based on Press Ganey reports; presented data to Senior Leaders
- Acted as a liaison between patients and healthcare providers
- Resolved patient grievances while implementing policies to ensure long-term satisfaction
- Created information binder to assist patients.
Education
B.S. Business Communications -
New Hampshire College
Manchester, NH01.1992
Landsdowne College, London - Semester Abroad
Accomplishments
- Served on the expert panel of the National Customer Service Newsletter
- Presented at the National Midas Conference
- Recognized as a top performer in customer service excellence at Exeter Hospital and Marin General Hospital
Timeline
Data Analyst - Health Systems Planning
Beth Israel Lahey Health-Exeter Hospital
01.2023 - Current
Report and Planning Analyst
Friends of Forgotten Children
06.2019 - Current
Executive Director
Friends of Forgotten Children
10.2017 - 06.2019
Assistant Executive Director
Friends of Forgotten Children
10.2013 - 10.2017
Manager Revenue Cycle Processes
Marin General Hospital
12.2010 - 06.2013
Revenue Cycle Analyst
Marin General Hospital
12.2008 - 12.2010
Business Supervisor Emergency Department
Marin General Hospital
12.2007 - 12.2008
Patient Relations Coordinator
Marin General Hospital
01.2006 - 12.2007
Patient Satisfaction Coordinator
Exeter Hospital
01.1999 - 03.2004
B.S. Business Communications -
New Hampshire College
Landsdowne College, London - Semester Abroad
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