Carol
Smith
123
Main
Street,
Anywhere,
CA
00000
(401)
555-1212
smith@[Link]
SUMMARY
Healthcare
executive
with
over
25
years
of
experience
leading
providers
of
superior
patient
care,
innovators
responding
to
changing
healthcare
environments,
and
businesses
run
with
positive
operating
margins.
Leadership
based
on
foundation
of
direct
patient
care
and
ever-
increasing
levels
of
management
responsibility.
EXPERIENCE
EVP
and
COO
SVP,
Patient
Care
Services
and
CNO
Saint
Peter
Care,
Inc.,
Anywhere,
CA
2008-2013
2006-2008
Led
operations
for
six
companies
within
this
integrated
healthcare
delivery
system,
including
617-bed
acute
care
hospital,
60-bed
rehabilitation
hospital,
and
four
practice
groups
with
~270
physicians
and
mid-level
providers.
Led
transformation
from
top-down
controlled
organization
suffering
from
high
patient-
complaint
volume
and
low
customer
service
scores
to
a
model
focused
on
everyones
accountability
to
patients
and
co-workers.
Restructured
Quality
function
by
hiring
new
leadership
team,
training
staff,
and
focusing
on
data-based
service
improvement
plans.
Regained
Leapfrogs
A
rating,
raised
customer
service
scores
from
18th
to
50th
percentile,
and
recaptured
~$1M
at-risk
dollars.
Significantly
improved
patient
care
by
co-leading
transformation
to
service
line
model.
Changed
focus
from
reactive,
acute
episodic
care
to
proactive
management
of
health,
wellness,
and
chronic
disease.
Restructured
St
Peter
/
physician
relationships
to
acquire
highest
quality
doctors
and
benefit
from
their
transition
from
private
practitioners
to
healthcare
systems
employees:
Created
more
structured
contracts
and
physician
onboarding
and
feedback
processes
to
ensure
more
effectiveand
efficientfulfillment
of
clinical,
teaching,
and
administrative
responsibilities.
Oversaw
all
functions
supporting
clinical
services,
including
IT,
HR,
pharmacy,
lab,
radiology,
facilities,
engineering,
risk
management,
and
quality.
Instituted
electronic
medical
records
system
(EPIC)
to
integrate
34
disparate
technology
systems,
improve
communication,
and
lower
IT
costs.
Reduced
supply
chain
expenses
by
~$10M,
10%
of
total
supply
expenses,
in
two
years.
Won
Outstanding
Women
in
Business
Award
for
leading
development
of
John
Jackson
Tower.
Added
318,000
square
feet,
expanded
ER
from
39
to
70
rooms,
and
built
state-
of-the-art
operating
rooms.
Completed
5-year,
$184M
project
on
time,
on-budget,
and
without
disrupting
patient
care.
Healthcare
Consultant
2006
Prepared
organizations
for
regulatory
visits
by
CMS
(Center
for
Medicare/Medicaid
Services)
and
TJC
(The
Joint
Commission).
Designed
and
oversaw
implementation
of
corrective
action
plans
in
response
to
organizations
failed
survey
results,
including
redesigning
work
processes
to
meet
standards.
SVP,
Patient
Services
and
CNO
Health
Services
of
Massachusetts
2003-2005
Stabilized
two-hospital
system
struggling
to
provide
marginal,
safe
care
with
highly
entrenched
unionized
staff.
Partnered
with
nursing
union
to
renegotiate
contracts,
upgrade
and
standardize
practices,
and
provide
management
development.
Blackwell
Health
System,
Blackwell,
Connecticut
1986-2002
Throughout
17-year
tenure,
tapped
repeatedly
for
ever-higher
level
positions,
beginning
as
Coordinator
of
Emergency
Nursing
Services
and
ending
as
President
and
COO.
President
and
COO
1999-2002
Led
transformation
of
490-bed
tertiary
care
center
(hospital
and
VNA)
with
2400
FTEs
and
$243M
operating
budget.
Incorporated
organizations
values
into
behavioral
standards
by
forging
strong
partnerships
with
physicians,
management,
and
front-line
staff,
resulting
in:
Customer
service
scores
rising
from
3rd
to
50th
percentile.
Operating
margin
increasing
from
$25M
to
$34M
or
12.8%.
SVP,
Operations
and
Chief
Administrative
Officer
1998-1999
Led
operations
of
hospital,
clinic,
satellites,
and
VNAwith
3000
FTEs
and
$330M
operating
budget.
VP,
Operations
and
Chief
Nursing
Officer
1996-1998
Co-led
hospitals
transition
to
integrated
delivery
system
with
six
service
lines.
VP,
Clinical
Division
1995-1996
Led
day-to-day
operations
and
short-
and
long-term
business
planning
for
critical
care
and
surgical
nursing
units
which
functioned
at
97%
productivity.
Administrative
Director,
Critical
Care
and
Surgical
Services
1991-1995
Oversaw
Adult
and
Pediatric
Critical
Care,
Cardiac
Catheterization
and
Peripheral
Vascular
labs,
Coronary
and
Medical-Surgical
step-down
units,
Neurosurgery,
and
General
Surgery.
Director
of
Nursing
Directed
Critical
Care
and
Surgical
Nursing
units.
1989-1991
Coordinator,
Emergency
Nursing
Services
1986-1989
Managed
40,000
visits/year
ER
that
became
part
of
Blackfords
expansion
to
an
EMS
Resource
Hospital
and
Level
I
Trauma
Center.
Direct
Critical
Care
Nursing
1975-1986
During
10
years
of
nursing
in
300-
to
1000-bed
university
and
community
hospitals,
cared
for
patients
dealing
with
burns,
heart
and
neurological
surgeries,
spinal
cord
injuries.
Staff
Nurse,
Cardiac
Step-Down
Unit
PRN
Nurse
This
Medical
Center,
Anywhere,
Illinois
1985-1986
1984-1985
Clinical
Head
Nurse
Staff
Nurse
That
Medical
Center,
Anywhere,
Pennsylvania
1982-1984
1981-1982
1977-1981
1976-1977
2014
1998
Primary
Nurse
Primary
Hospital
Center,
Anywhere,
CT
Staff
Nurse,
Psychiatric
Unit
and
ENT
Unit
This
Medical
Center,
Anywhere,
CT
LICENSURE
and
EDUCATION
RN
license,
State
of
Anywhere
(renewed
annually)
Nurse
Executive
Fellow
Any
School
of
Business,
University
of
Anywhere
MS,
Medical-Surgical
Nursing
Any
University,
Anywhere,
California
1989
BS,
Nursing
Any
University,
Anywhere,
Connecticut
1976
