Hartford HealthCareVice President - Business Operations
May. 2018 - May. 2024Hartford, Connecticut, United StatesHartford HealthCare at Home is New England’s most comprehensive in-home care provider inclusive of 5 regions, 11 state sites, 800+ clinicians, and 4K+ patients with $150M+ annual revenues, and for over a century, it has been helping people live independently at home by providing nursing, rehabilitation, and additional services such as social workers, registered dietitians, home care aides, and personal care attendants. I head day-to-day operations with a team of 50+ across Care Transitions, Customer Service, Data Analytics, and regional leadership, and I deliver on, and remove roadblocks to, meeting or exceeding target daily metrics including customer service, efficiency, patient experience, productivity, scheduling, and more, across 25 dashboards. Key accomplishments include:
*rebuilt front end of business including Customer Service, Intake, and Scheduling to improve alignment with families, patients, and referral sources
*reduced ‘referring patient time to visit’ by 90 minutes within 3 months in role
*decreased ‘not taken on service’ by 35% within 6 months in role
*improved ‘patient experience’ by 20%