Susan Grube Hicks

· Drives Patient Experience initiatives generated by the executive team with a focus on quality, safety, and communication. This includes rounding on every patient, every day and performing service recovery in real time.

· Supporting a system to hardwire Patient Safety and Quality measures.

· Initiated a Return-to-Bedside unit initiative to promote individualized and compassionate care utilizing strategic staffing and team building tactics. Currently expanding practice to sister unit resulting in patient experience scores rising over thirty percentage points in one month.

· Held a PCT Kaizen event to create an employee driven care delivery model that standardized PCT workflow. Currently expanding workflow to sister unit.

· The unit was chosen by the Physician team to pilot their iMoble initiative. Physicians participating express satisfaction with current results and have requested we expand practice to sister unit.

· Member of the Throughput committee.

· Driving throughput by creating around the clock, proactive, unit-based discharge workflows.

· Working cross departmentally to standardize the Unit Secretary role with a focus on throughput.

· Manages the administrative duties of an inpatient unit including utilizing Kronos, Facility Scheduler, Vigilanz, supporting and monitoring policy and credential compliance, employee onboarding, and coaching.

· Expanded FTEs from 30 to 90. Working closely with recruiting team to staff unit strategically with a unique focus on holistic and compassionate care delivery, ownership, and team building. Mentoring and providing growth opportunities for employees.

· Responsible for coordinating and supervising inter and intra departmental activities of a 261-bed hospital including a 30-bed ortho unit, a 25-bed observation unit, two operating rooms, a 20-bed ICU, and four specialty units that include medical-surgical, neuro, cardiac, and infectious disease units.

· Responsible for patient flow throughout the hospital system including input from two freestanding Eds, direct admissions, transfers from NCH Baker Hospital, and out of network transfers.

· Responsible for supporting executive annual Strategic Plan Key Tactics and participated in weekly financial strategy implementation meetings.

· Responsible for maintaining appropriate staffing levels with the objective to meet optimal productivity hospital wide, while maintaining an awareness of unit specific nonproductive census numbers.

· Fostered a cross departmental, collaborative, care delivery model.

· Created and implemented a centralized resource allocation system with input from end users to maximize supply chain during covid peak.

· Created and implemented a system wide rapid triage system with input from end users that resulted in minimal bottlenecks during covid peak, critical capacity.

· Member of the Risk and Quality rapid action compliance committee created in response to AHCA audit placing NCH under Immediate Jeopardy.

· Member of the Proactive Discharge Committee, the Multi-Disciplinary Rounds committee, a consulting member on the Length of Stay Committee, and a member of the crisis management team during two covid surges and during hurricane Ian.

· Developed, alongside end users, a proactive discharge workflow that resulted in meeting national benchmarks for discharge time percentages for over 12 months.

· Worked with a multidisciplinary team to implement a system wide EMAR transition from Cerner to Epic.

· Charge Nurse of thirty-six bed Medical-Surgical unit. Responsible for managing primary nurses, work assignments, oversight of admissions and discharges, while maintaining safety and standards of care on the unit.

· Discharge Nurse. Responsible for collecting data, meeting unit goal metrics, and providing safe discharges. Increased patient satisfaction scores and reduced readmission rates earning hospital recognition by The Joint Commission of the Accreditation of Healthcare Standard (JCAHO) in 2020.

· Primary RN. Provided direct critical care for patients in airborne isolation that tested positive for COVID-19. Developed a team nursing approach to care for complex COVID patients that was later adopted system wide.

· Primary RN. Provided and coordinated care for patients with advanced neurological disorders. Consulted with a multidisciplinary team to coordinate treatment plans, ensure quality of care, maintain corporate compliance, and to ensure thorough and safe discharge plans.

· Charge RN. A multidisciplinary team member responsible for monitoring and fostering patient progress toward treatment plan objectives. Collaborated with Medical Doctors to ensure stabilization of patients. Member of Quality Control counsel. Participated in OSHA and DNV audits.

· Managed hospital-wide communications. Maintained cross-functional teams to meet client and hospital needs. Recorded, updated, and maintained patient records under federal, state, and organizational guidelines.

· Responsible for onboarding new hires and maintaining employee files in accordance with federal and state regulatory standards. Assisted in implementing HR initiatives. Participated in JCAHO HR audits and managed organizations response.

· Collaborated with the editorial and executive team to develop marketing plans for six New York Times best-selling authors. Interfaced with Fox studio producers to pitch and develop book to screen projects. Liaison between authors and Fox Studio executive and creative teams. Supervised project budget allocation. Reviewed industry market reports and presented personal analysis of market trends to News Corp, Fox, and HarperCollins corporate directors.