Susan Velasquez
Manager, Consulting
Copperopolis,CA
Summary
Strategic and visionary healthcare leader with 20+ years driving operational excellence, service innovation, and cross-functional transformation at Kaiser Permanente. Architect of system-level care experience strategies, digital engagement pilots, and Closed Loop service recovery frameworks. Adept at leading interdisciplinary teams, scaling culturally responsive interventions, and leveraging real-time analytics to influence executive investment in member experience. Trusted for converting insight into action, complexity into clarity, and dissatisfaction into loyalty.
Overview
20
20
years of professional experience
Work History
Manager, Consulting
TPMG Care Experience
07.2022 - Current
- Strategic Leadership: Proven ability to develop and implement long-term plans and strategies, driving organizational success.
- Effective Collaboration: Expertise in fostering teamwork and collaboration across departments, ensuring seamless project execution.
- Advanced Decision-Making: Strong analytical and problem-solving skills, making informed and effective decisions to enhance operational efficiency.
Area Manager of Operations
TPMG Occupational Medicine and Employee Health
11.2017 - 07.2022
- Strategic Membership Growth: Spearheaded marketing initiatives that significantly increased membership, ensuring exceptional care for both internal and external injured workers through prompt and effective service.
- Compliance Management: Ensured strict adherence to legal and organizational requirements by maintaining compliance with employee conditions of employment services.
- Technology Modernization: Led the modernization of outdated technology systems, resulting in enhanced efficiency in record-keeping and streamlined tracking processes.
Manager of Operations
TPMG Emergency Department
06.2013 - 11.2017
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Oversaw facility maintenance activities to ensure optimal performance of equipment and infrastructure elements.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Successfully managed budgets, consistently meeting financial targets while maintaining high-quality standards.
Supervisor of Operations
KFH Outpatient Pharmacy
11.2005 - 06.2013
- KRONOS Management: Expertly managed payroll, time tracking, benefits, and absence management for 10 pharmacies using KRONOS, ensuring efficient and accurate workforce operations.
- Resource Optimization: Collaborated with the BS&F team to effectively track and manage budget, wait times, and leaves of absences for 200 union staff and 100 pharmacists, optimizing resource allocation.
- Performance and Scheduling: Enhanced productivity and maintained high standards by managing staff evaluations and scheduling through KRONOS, fostering a well-organized and motivated team.
Education
Management And Leadership
Western Governors University
Salt Lake City, UT12-2024
Bachelor of Science - Business Administration And Management
Penn Foster College
Scottsdale, AZ05-2024
Skills
- Strategic Foresight & Planning – Driving long-term innovation through data, design thinking, and scenario modeling
- Cross-Functional Leadership – Orchestrating alignment across clinical, digital, and operational teams
- Service Recovery & Experience Design – Embedding accountability frameworks that elevate trust and loyalty
- CXM Analytics & Insight Storytelling – Translating experience data into actionable executive decisions
- Digital Access Optimization – Reducing friction and improving engagement across MyChart and care pathways
Timeline
Manager, Consulting
TPMG Care Experience
07.2022 - Current
Area Manager of Operations
TPMG Occupational Medicine and Employee Health
11.2017 - 07.2022
Manager of Operations
TPMG Emergency Department
06.2013 - 11.2017
Supervisor of Operations
KFH Outpatient Pharmacy
11.2005 - 06.2013
Management And Leadership
Western Governors University
Bachelor of Science - Business Administration And Management
Penn Foster College
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