Quality Improvement Manager In Northwest Indiana Resume Nancy Wulff

NANCY A. WULFF, CPHQ Michiana Shores, Indiana 46360 219.878.3031 (mobile)  [email protected] SUMMARY Accomplished healthcare quality management professional specializing in transformational process improvement by championing best practices resulting in national recognition and awards, improved clinical quality, and increased patient satisfaction scores. PROFESSIONAL EXPERIENCE FRANCISCAN ALLIANCE

November 2002- January 2015

Manager of Quality and Performance Improvement, Munster, Indiana October 2012-January 2015 Led and achieved Patient Centered Medical Home (PCMH) national quality association recognition demonstrating systematic use of patient centered, coordinated care for a 68-provider outpatient practice. Achieved NCQA score of 83/100 on first corporate attempt. Led a four person quality management team  

PCMH practices: 1) increase access to health care, 2) improve care coordination by focusing on a team based approach to patient care 3) increase patient engagement in their healthcare 4) provide self-management tools for chronic conditions (diabetes, obesity and more) Achieving national PCMH recognition led to improved positioning in todays managed care environment, supporting the Pioneer Accountable Care Organization (ACO) structure thus improving the experience of care, improving the health of populations, and reducing per capita costs of health care

Launched and led the first outpatient patient/family advisory council in Northwest Indiana; resulted in increased nationally ranked patient satisfaction scores in six-months:   

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Sick visit appointment availability: scores improved from 30 to the 78 percentile th th Routine care appointment availability: scores improved from the 10 to the 80 percentile th th Courtesy and respect of receptionist staff: scores improved from 20 to the 76 percentile

Oversaw the patient complaint process, leading to a 64% reduction in complaints received 12 months post-launch. Led physician quality reporting system (PQRS) data submission to CMS, which fulfilled national baseline data reporting requirements and increased revenue by $68,000. Facilitated meaningful use (MU) attestation to CMS demonstrating efficient use of our electronic medical record for improving patient care and increasing revenue by $620,000. Led successful data-driven, population heath PI team projects resulting in the following sustained improvements over a three to six month period:     

80% reduction in patient and visitor falls in 2013 52 point increase in HEDIS scores 48% reduction in Urgent Care patients without a primary care provider (PCP) 12% increase in diabetic care measures 9% increase in pneumonia vaccinations

Transformed the quality council team structure to a data-driven, monthly reporting format resulting in improved meeting effectiveness and accomplishing meeting goals in a timely manner. Developed and implemented first ever provider scorecards via quality assurance patient chart audits. Performance Improvement Data Analyst, Michigan City, Indiana August 2008-September 2012 Coordinated hospital Performance Improvement teams and projects including:  Authored and awarded the National Stand Up for Patient Safety Management award (National Patient Safety Foundation) in April 2011 for the sentinel lymph node mapping PI project.  Coordinated and improved the Healthcare Facilities and Accreditation Process (HFAP) 2008 and 2011. 2011 resulted in a record low of only 10 HFAP citations in the survey.  Due to Lean Six Sigma Greenbelt status, conducted quality and performance improvement education for physicians and staff from 2008 to 2012.  Responsible for gathering, verifying and reporting healthcare quality data internal and external sources including provider score cards.  Vendor quality reporting/relations/contract administration  Project Management/Gap Analysis

NANCY A. WULFF, CPHQ

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MD Wise Quality Coordinator, Michigan City, Indiana May 2007-July 2008 Implemented data-driven patient outreach program for Medicaid participants that led to an overall increase in HEDIS preventative care measure scores. Quality Coordinator, Michigan City, Indiana Personal assistant to VP of Quality and Patient Satisfaction Other positions held at Michigan City location:  Patient Account Representative  Outpatient Pharmacy Technician

September 2006-April 2007 November 2002- August 2006

CHICAGO IVF March 2001- July 2002 Physician Liaison, Orland Park, Illinois  Managed Northern Indiana and South Chicago suburbs sales territory for a seven location multimillion dollar in-vitro fertilization practice.  Created a sales and marketing department from ground zero. Consistently achieved monthly goals of new patient referrals from OB/GYN practices WALGREENS HEALTH INITIATIVES April 1998 – November 2000 Home Healthcare Pharmacy Technician, Schererville, Indiana  Nationally Certified Pharmacy Technician  Compounded prescriptions for home infusion including IV’s, cassettes, syringes, chemotherapy and TPN’s.  Pharmacy purchasing and QA responsibilities, trained employees and pharmacy students. SELECT SPECIALTY HOSPTIAL, Hammond, Indiana February 1998 – October 1999 Certified Pharmacy Technician- Paid Internship for an inpatient facility in an accelerated program (14 versus 24 months). WYETH PHARMACEUTICALS- Carol Stream, Illinois March 1989 – June 1995 Territory Specialist  Managed Northern Indiana and South Chicago suburb sales territory for a major pharmaceutical company specializing in female healthcare products  Achieved top10% of regional sales team ranking (12/72) top contender for President’s Golden Circle Award 1992  Launched first implantable contraceptive device in the US 1991 conducting training for physicians and staff PERRY DRUGS-Calumet City, Illinois January 1986-November 1988 Pharmacy Technician  Key team member of retail pharmacy staff in a busy setting that averaged over 200 prescriptions a day EDUCATION  

Bachelor of Science, Biology Major, PURDUE UNIVERSITY, Hammond, Indiana Pharmacy Technician Certification Degree, SOUTH SUBURBAN COLLEGE, South Holland, Illinois CERTIFICATIONS/MEMBERSHIPS

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Lean Six-Sigma Black Belt-Healthcare Certification, PURDUE Healthcare Advisory Board (CPHQ) Certified Professional- Healthcare Quality, National Certification National Association of Healthcare Quality (NAHQ) Indiana Association of Healthcare Quality (InAHQ)

ADDITIONAL SKILLS Microsoft Office, Outlook, Excel, Project Management, Access, Visio, Allscripts and EPIC EMR, Care Discovery, Mini-Tab